TERMS OF SERVICE
Thanks for choosing Posh Paws Dog Grooming & Spa. Please ensure you read and understand our Terms of Service which also includes important information to get the most from your appointment. By making a booking with us, you accept and agree to the following terms. Please check this page regularly, as these terms are subject to change without notice.
We collect and record your personal details (name, contact number, address, email) to provide grooming services and news updates. We also keep records of your service such as your dog’s behaviour, haircuts and relevant veterinary history to provide you with a consistent, reliable service. Posh Paws Dog Grooming & Spa will not disclose this information without your consent.
COMMUNICATION & WORKING HOURS
To provide a personalised and consistent service, we answer all your enquiries individually and do not employ administrative staff or an answering service. Posh Paws Dog Grooming & Spa only takes appointments during set hours, so as to have scheduled hours to attend to administration, hygiene, equipment maintenance and laundry, although we may vary these hours at our discretion. We may not be available to attend to your enquiry immediately, but will always endeavour to respond within 2 working days. Our preferred method of contact is SMS to 0422 268 680 Tuesday, Wednesday, Friday and Saturday 9am-5pm – enquiries received outside of these hours will be attended to during working hours. We typically close for 2 weeks during Winter and Christmas/New Year – these dates will be announced on our website and in our quarterly newsletter.
BOOKINGS & ALTERATIONS TO SERVICE
As we provide a one-on-one service, bookings are required. We recommend booking several weeks in advance to avoid disappointment. We allocate time and budget depending on the service you have requested – please give us at least 7 days notice if you wish to vary the service booked. We may not be able to accomodate a change in service if there is insufficient time available on our schedule, and full charges will apply if a lesser service is performed without sufficient notice. Similarly, if you/your dog(s) are not available at your booked time causing your appointment to start late, a lesser service may be performed at full charge of the original service booked. Please help us keep our schedule accurate so we may better serve our entire clientele by having up-to-date availability and minimising ‘dead time’, keeping our costs down.
RESCHEDULING & CANCELLATIONS
Please provide us with at least 7 days notice if you need to cancel or reschedule so your appointment may be made available to another client. A charge of 50% of the service booked will apply, payable before you may reschedule, if insufficient notice is given or if we attend to your appointment to find you/you dog(s) are not available. Even though you may reschedule to another time, cancellations are difficult to fill at short notice and result in a financial loss which we must account for when pricing our services. Please help us keep our services affordable by being ready at your appointment time and giving us plenty of notice if you need to reschedule or cancel.
ACCESS TO PROPERTY, WATER AND POWER
To provide you with a grooming service at your residence/workplace, we require a legal, level parking area where we can fit/manoeuvre our car and trailer, access to water via an outdoor tap and electricity via a standard household powerpoint. Please note your local council requirements for street parking, footpath access and verge parking when booking your appointment. Once we have met you, we are happy to arrange your appointments for when you are not home – however this is contingent on having access to power, water and your dog(s). We do not keep or store keys or garage remotes for security reasons, but you may choose to leave these with a trusted neighbour or in a lockbox for us to collect.
PHOTOGRAPHY & SOCIAL MEDIA
You are welcome, and encouraged, to take photographs of us and your dog(s) to share positively with your friends, family and social networks. We usually take and send photographs of your dog(s) to you at the conclusion of your service if you are not home at the time. From time to time we will use photographs taken during our service in our news which may identify your dog(s) by breed and first name only – please inform us at the time of your appointment if you do not want your dog(s) to be featured or photographed.
Please pay immediately at the conclusion of your service by cash, EFTPOS, Visa or MasterCard. We do not accept Cheques, Money Orders, American Express or Diners Club. Payment on invoice by bank transfer can also be arranged at our discretion on a case-by-case basis, usually for clients that are not home at the time of service or group events. Non-payments and delayed payments produce an administrative burden for us – please help maximise our grooming time and reduce these costs by paying in a timely manner.
ADVERSE WEATHER AND DRIVING CONDITIONS
For health and safety reasons, your appointment may be cancelled or rescheduled at short notice where weather conditions are unsuitable for grooming, operating the electric hydrobath, or driving/towing our trailer. As a general guide, this includes heat (over 35C), heavy rainfall, lightning and high winds/gusts – assessed on a case-by-case basis at our discretion.
DISEASE, ILLNESS AND OLD AGE
Posh Paws Dog Grooming & Spa is primarily concerned with the health and wellbeing of your dog(s). Please inform us of any recent veterinary care or noticeable change in your dog’s health so we may best assess how to proceed with our service. Despite our high standards of hygiene, contagious diseases are a risk for puppies, elderly and immunocompromised dogs. Please inform us if you discover your dog has a communicable disease, fungus or skin condition, and maintain your vaccination, worming and flea treatments. Help us keep risk to a minimum by ensuring your dog has toileted before your appointment and rescheduling if they are on heat. If your dog is incontinent or has special requirements due to illness/injury/old age, please let us know at the time of booking so we can make suitable arrangements.
BITING, STRESS, FEAR AND AGGRESSION
We encourage your dog to vocalise (bark, growl, whine), lick and play-bite to communicate and bond with us. Most dogs simply tolerate, and do not enjoy grooming, and may display moderate signs of stress such as lip-licking, yawning, tail-tucking and avoidance/wriggling. Dogs that exhibit higher levels of stress such as shaking, inappropriate toileting, standing rigid and severe vocalising may be referred to a specialist groomer, or have their grooming appointments altered to accomodate on a case-by-case basis. At Posh Paws Dog Grooming & Spa, we use evidence based reinforcement based methods and low-stress handling techniques and encourage our clients to continue this inbetween appointments. We do not use muzzles, restraint, intimidation, discipline or punishment to simply ‘get the job done’ as this often exacerbates any underlying behavioural/emotional condition. A dog bite to a groomer’s hand can happen in a split second and the consequences vary from a week off work with stitches, to career-ending permanent nerve damage. For this reason, dogs that bite or display fear and/or aggression simply for being handled, or dogs being managed using balanced/punishment-based methods will be referred on to a veterinary behaviorist.
REFUSAL OF SERVICE
We reserve the right to refuse service at the time of booking or scheduled appointment time. Posh Paws Dog Grooming & Spa makes every effort to accomodate clients within our service areas, but may choose to decline a booking request or discontinue your service at our discretion. Some reasons we may choose to do so include a lack of legal parking/extreme difficulty accessing your property, repeated late payments/rescheduling/cancellations, actual or perceived inability to provide the service you have requested due to your dog(s) health/behaviour/coat condition and psychosocial stressors such as rude, demeaning, disrespectful, harassing, threatening or demanding behaviour.
Your opinion and ideas are valuable to us! We encourage you to give us feedback as to how you would like your dog’s haircut altered at the beginning of each service, and if you have any ideas on how we can better provide our service to you. We also encourage our clients to share their recommendations for local dog-friendly businesses and services via our newsletter. Please speak to us at your next appointment to give us your feedback.