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Grooming Policies

Fleas & Ticks

  • Owners MUST inform us when making the grooming appointment if your pet(s) has(have) a flea or tick problem, to the best of their knowledge.

  • Pet(s) with flea or tick problems will usually be scheduled at the last slot of the day to prevent the spread of fleas or ticks to other pets in the grooming parlour. 

  • If this information is not presented to us at the time that the appointment was made, we reserve the right to refuse/reschedule grooming services for such pets(s) at any time before or during the grooming process. 

  • Heavily infested pet(s) may require a vet consultation prior to the grooming.

  • We are unable to completely guarantee that the pet(s) will be flea or tick free after the grooming. There are other factors affecting the flea or tick condition of the pet(s) such as the home environment that are beyond our control. Proper treatment of the home environment to rid of flea or tick eggs and larvae must be set in place to ensure the pet(s) is flea and tick free. 

Behavioural Issues

  • All behavioural issues with the pet(s) to be groomed must be highlighted when making the grooming appointment. Owners MUST inform us if your pet(s) has(have) previously bitten or shown aggresion to people/other pets or specific grooming procedures, e.g. adverse reaction to nail clipping. 

  • Behavioural problems include but not limited to aggresiveness, severe anxiety, neurosis etc.

  • If this information is not presented to us at the time that the appointment was made, we reserve the right to refuse/reschedule grooming services for such dog(s) at any time before or during the grooming process. Additional charges may apply. Owners must agree to be responsible for any costs arising from misbehaviour of the pet(s) during the grooming such as medical expenses, loss of income and damages to any equipment.

Senior/Special Needs/Medical Conditions

  • Owners MUST inform us of any existing medical condition(s) that your pet(s) has(have) such as hip displacement, seizures, collapsing trachea, blindness, yeast infection, ear mites etc. This is important to ensure that your pet(s) enjoys a comfortable grooming experience.

  • Owners should also inform us if their pet(s) to be groomed is a senior pet so that we can make the necessary arrangements in terms of time and attention. 

  • Should the groomer, at any point in time in his/her expert opinion, deem it to be too uncomfortable or stressful for the pet(s) to continue the grooming, we reserve the right to stop the grooming session. Our priority is the safety and comfort of the pet(s). We will not be responsible for any injury or accident related to an elderly or medically ill pet(s) during the grooming.

  • Grooming charges still apply if the grooming session is terminated under these circumstances.

Veterinary Care

  • If your pet(s) shows signs of illness or pain at any time during the grooming and requires medical attention, we reserve the right to seek veterinary care from a veterinarian of our choosing should you be unavailable to do so. All costs involved will be bourne by the owner.

Matted Pet

  • Dematting can be excruciatingly painful and cruel, with a high risk of nicks, cuts or abrasions. We reserve the right to reject dematting a pet(s) if we deem his/her coat to be severely matted. We strongly recommend a shave down in these circumstances.  

  • In the event that we proceed with dematting for less severe cases, owners must be aware of the possible after effects of mat removal which include skin itchiness, redness or failure of hair to regrow. We will not be responsible for any of these conditions.

Ear Problems


  • For all pets with an ear infection, inflammed ears, or ear mites, we will do our best to thoroughly clean the ear canal. We are unable to guarantee that the dirt from the ears will be completely removed during a single grooming session without causing excessive discomfort to the pet(s). Regular ear cleaning might be required to improve the ear condition.

  • For severe ear infection cases, we strongly recommend owners to consult a veterinarian.

Nail Clipping

  • All pet(s) nails will be cut as short as possible without hurting the pet(s). Sometimes, it may be difficult to gauge the shortest length possible, for example, when the nails are black in colour. In these cases, bleeding may occur but the bleed will be promptly stopped with proper medication. 

  • For pet(s) with overgrown nails, the quik is often very long and this will affect the pet(s) walking stance. In such cases, it may be advisable to clip the quik. We will only clip the quik intentionally if it impedes the pet(s) natural walking movement. 

Cancellations / No Show / Late Arrivals

  • We reserve the right to charge a no-show fee for missed appointments.

  • For customers who continually cancel appointments without prior notice (at least 1 day in advance), we reserve the right to require these customers to pay for the grooming session in advance to secure the appointment slot, otherwise we reserve the right to turn down any future bookings.

  • Please make it your priority to arrive on time for all appointments as appointment times are not flexible. While we do our utmost to accommodate customers that arrive late, we reserve the right to reject/reschedule customers arriving more than 15 minutes late. We do appreciate customers may be late through no fault of their own, however we also have a duty to our other customers who keep to their appointment times.

  • We reserve the right to charge the full price of appointments that are missed due to customer lateness.

  • Pre-payment for future services will be requested when a customer has been late for 2 or more previous appointments.

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