STYLIST TO THE DOGS – CLIENT POLICY
Effective Immediately – All Clients Agree to These Terms Upon Booking
At Stylist to the Dogs, our goal is to provide every pet with a safe, comfortable, and high-quality grooming experience. These policies help us ensure fairness for all clients, protect the wellbeing of the pets in our care, and support the smooth operation of our salon.
1. Bookings & Appointment Confirmation
You can book through the MoeGo app, text, Messenger, phone, our website, or in person.
Once a booking is made, it is automatically confirmed and locked into our schedule.
You no longer need to reply “Y” to confirm your appointment.
This also applies to clients on a recurring booking schedule for the full year — those appointments are confirmed bookings as well.
We provide two courtesy reminders:
1 week before
24 hours before
These reminders assist you, but you are expected to remember your appointment even if a reminder is not received.
Arrival Expectations
Please arrive on time.
If you are more than 15 minutes late, we may need to reschedule.
Early arrivals may need to wait until the scheduled appointment time.
Appointment Duration
Most grooms take around 3 hours, depending on coat condition, behaviour, and the day’s schedule.
Exact pick-up times can only be guaranteed with our Priority Service Add-On.
2. Cancellations & Communication Requirements
All cancellations and appointment changes must be made in writing.
Accepted written communication includes:
Text
Facebook Messenger
Email
MoeGo
Replying “N” to your reminder message
Phone calls are welcome, but a cancellation is only recognised once we confirm it in writing.
If you do not receive written confirmation from us, the appointment remains active.
We require at least 12 hours’ notice, although more notice is appreciated as it gives us the best chance to offer your spot to another client.
No-Show Fee — $50 per pet
If we receive no written communication and your pet does not attend, a no-show fee applies.
Why This Fee Exists
As a small business, each appointment slot represents committed time and income. When a pet does not arrive and the space cannot be filled at short notice:
The groomer’s time is lost
The income from that appointment is lost
Another client misses the opportunity to book that time
For this reason, the $50 per pet no-show fee is firm and non-negotiable.
3. Recurring Bookings (Full-Year Schedule)
A recurring booking means your pet’s grooming appointments for the entire year are booked into our calendar in advance.
Benefits
Guaranteed appointments throughout the year
No 15% Saturday surcharge
Consistent coat and skin maintenance
Predictable schedule for both client and salon
Client Responsibility
These bookings are confirmed appointments.
You must attend or cancel them in writing.
Loss of Recurring Schedule
Your recurring bookings may be removed if:
You no-show, or
You cancel two appointments in a row without explanation, including replying “N” twice without context
Once removed, you will need to rebook future appointments manually, and we cannot guarantee availability.
4. Pick-Up Expectations & Late Pick-Up / Daycare Fee
We aim to be flexible with pick-up times as grooming durations can vary. However, your pet’s wellbeing and the smooth running of the salon come first.
We may request earlier pick-up if:
Your pet becomes anxious, stressed, or unsettled
Your pet cannot remain comfortably in the salon environment
Your pet requires additional toileting or supervision
Your pet has been at the salon for more than 4 hours
If we send two written messages requesting collection and your pet is not picked up promptly, a Late Pick-Up / Daycare Fee of $25–$50 may apply.
This fee reflects the additional time, care, and supervision required beyond the normal grooming service.
5. Pet Safety Policy
Your pet’s safety is always our highest priority. We rely on accurate information from owners to tailor our handling and approach.
Please inform us of:
Any health conditions or injuries
Allergies or skin sensitivities
Behavioural concerns, anxiety, or reactivity
Age-related issues or mobility concerns
Safety Requirements
Pets must arrive and leave on a lead or in a carrier.
Pets should be toileted before arrival.
Pets with contagious conditions (worms, mange, fungal infections, etc.) must not be brought to the salon.
Fleas
If fleas are found during the appointment, a $20 flea treatment and sanitation fee will be applied to protect all pets and to maintain a hygienic environment.
6. Safety & Rare Incident Policy
Your pet’s safety and wellbeing are always our highest priority. Our groomers are trained, experienced, and committed to handling each pet with care, patience, and respect. We take pride in the quality of our work and approach every appointment with caution and professionalism.
We genuinely treat each pet as if they were our own. We adjust our handling for puppies, elderly pets, anxious or reactive pets, and pets with known health concerns, and we always aim to minimise stress while providing a thorough groom.
However, grooming involves working with live animals, and there are risks that cannot always be prevented. Even calm pets may move suddenly, react unexpectedly, or have underlying skin conditions that are not visible until the coat is worked on.
Normal Grooming Risks
Even under ideal conditions, some mild reactions may occur, such as:
Small nicks or minor abrasions
Clip irritation or temporary redness
Sensitivity due to existing coat or skin condition
Aggravation of pre-existing issues under the coat
These are considered normal grooming risks and are usually temporary.
When We Are Not Liable
We cannot accept liability when an issue is caused by:
Normal grooming risks
Unpredictable movements or behaviour
Pre-existing or undisclosed medical or skin conditions
Severe matting or coat neglect
Conditions that were hidden beneath the coat until grooming revealed them
These situations are outside the groomer’s control, even with best-practice techniques.
When Vet Costs Are Covered
In the rare event that something occurs which we reasonably could have prevented, we will take responsibility and may cover related veterinary expenses. To ensure fairness and clear communication, all of the following conditions must be met:
Your pet is seen by a qualified veterinarian within 24 hours of the grooming appointment.
You notify us immediately in writing, including photos, vet notes, and receipts.
We will check in with you the following day to see how your pet is progressing.
After this follow-up, it is the owner’s responsibility to continue updating us in writing if they wish to pursue reimbursement.
Only the initial, directly related injury or issue can be considered; ongoing or unrelated issues cannot be included.
All evidence and discussions relating to the incident must be kept in writing.
This process ensures clarity, fairness, and a shared focus on your pet’s welfare.
7. Matting Policy – Health Comes First
Matting is painful and can cause significant skin and health problems. Mats may:
Pull on and tear at the skin
Trap moisture and dirt
Hide bruising, wounds, or parasites
Restrict blood flow and movement
When matting is present, we will always choose the safest and most humane option, even if it means clipping the coat much shorter than desired. Your pet’s comfort and welfare will always come before appearance.
Liability
We are not liable for complications that arise due to matting or coat neglect, including:
Redness or irritation
Nicks caused by tight mats close to the skin
Hematomas
Sensitivity or behaviour changes after grooming
These issues are a direct result of the coat condition, not the grooming process.
Owner Responsibility
Owners are responsible for:
Maintaining their pet’s coat between appointments
Following brushing and coat care recommendations
Booking appointments at appropriate intervals
We send reminders once a pet has gone 8 weeks or more without grooming, as longer gaps significantly increase the risk of matting and skin issues.
Even if your pet does not need a full haircut, a bath, tidy, and nail trim every 8 weeks helps maintain coat and skin health and allows us to monitor your pet for any changes.
8. Eight-Week Reminder & Coat Wellness Monitoring
If your pet has not been groomed with us for 8 weeks or more, you will receive a reminder message. This is not a requirement — it is simply our professional recommendation to help maintain your pet’s comfort, coat health, and overall wellbeing.
Even if your pet does not need a haircut every eight weeks, many pets benefit from a bath, tidy, nail trim, and coat check at this interval. These shorter, maintenance-style appointments allow us to:
Keep the coat healthy, clean, and free from early matting
Monitor your pet’s skin condition and check for any changes
Detect issues such as lumps, bumps, infections, or parasites early
Prevent discomfort caused by long gaps between grooms
Maintain a positive experience for your pet by keeping grooming familiar
We have often identified health concerns — including skin irritations, parasites, or unusual lumps — simply because pets were seen consistently.
These regular checks can make a significant difference in catching things early.
The eight-week reminder is there to help you keep your pet on a healthy routine, but it is ultimately your choice when you book. We encourage you to consider these reminders as a helpful tool in keeping your pet comfortable and well-maintained throughout the year.
9. Puppy Grooms
Puppies are still learning how to cope with grooming and handling.
They may:
Move more
Become distracted
Find some parts of grooming strange or new
We take a gentle, patient approach and adjust our expectations accordingly. Finishes may be softer or less “perfect” while your puppy is still getting used to the process. Our main priority is building a positive foundation for future grooming.
10. Grooming Style Requests
We always aim to achieve the style you request; however, the final outcome can be affected by:
Coat condition
Matting
Your pet’s behaviour
Safety considerations
Misinterpretation of style requests is not considered negligence. Wherever possible, we will clarify your preferences at check-in, but if limitations arise (for example due to matting or coat length), we will always choose what is safest for your pet.
11. Pricing Policy
Our pricing structure is carefully set to ensure that we can deliver a high-quality, low-stress grooming experience for every pet while supporting the wellbeing of our groomers. The prices we charge reflect the time, skill, and attention required for each individual pet, as well as the operational costs involved in running a safe, professional salon. We do not negotiate on price, offer discounts, or adjust our rates on request, as doing so would compromise the standards of care we are committed to providing.
It is important to understand that we do not rush pets through the grooming process simply to increase volume or profit. When groomers are pushed to work faster than what is safe or fair, the pets feel it — stress increases, the risk of mistakes rises, and the overall grooming experience suffers. Our pricing structure allows us to avoid that entirely and maintain a calm, controlled environment for the pets in our care.
Pricing may change from time to time as needed to keep up with rising costs, staff wages, and the overall standard of service we provide. If you ever have concerns or questions about pricing, you are welcome to speak with management; however, the final pricing remains firm and non-negotiable. Our priority is always the comfort, safety, and wellbeing of your pet, and our pricing reflects that commitment.
12. Additional Fees (Per Pet)
Additional fees are only applied when extra time, care, or specialised handling is required. This allows our base prices to remain fair for pets that do not require extra work, while ensuring that pets who need more time and attention are accommodated appropriately.
Behaviour Fee — $25
This fee applies when a pet’s behaviour significantly increases the time, difficulty, or handling required for grooming. This can include:
Reactivity or aggression
Excessive movement or inability to remain safely still
High anxiety or distress
Elderly pets needing much slower handling
Puppies requiring extra reassurance and guidance
You will receive one behaviour warning first, where we will let you know that your pet required substantially more time or handling than average.
From the next appointment onward, if the behaviour continues, the $25 behaviour fee per pet will apply.
Priority Service Fee — $30
This fee applies when:
You require your pet to be completed in under two hours, or
Your pet needs to be given priority over other bookings in the schedule
Because prioritising a pet can affect how many other grooms we can complete in a day, we limit this service to a small number of pets per day. The fee helps cover the impact on scheduling and ensures that priority time is used fairly and intentionally.
Matting Fee — $10–$50
This fee applies when matting is present and extra time and care are required to safely remove it.
The exact amount depends on:
The severity and location of the mats
How long the process takes
Whether sensitive areas are affected
Matting work places extra strain on equipment and requires a slower, more controlled approach to minimise risk.
Brushing / Knot Removal Fee — $10–$50
This fee applies when the amount of brushing needed goes beyond what is included in a standard groom.
It may apply when:
The coat is tangled or dense
There are multiple knots to be worked through
More extended blow-dry brushing is required
The level of the fee reflects how much extra time is required to complete the groom safely.
After 3pm Booking Fee — $15
Appointments booked after 3pm carry an additional fee because:
Staff may need to work later than standard hours
We must adjust our daily flow and closing procedures
Late grooms reduce flexibility in how we manage the end of day
This fee allows us to fairly compensate staff for extending their day and to keep later appointments sustainable.
Late Pick-Up / Daycare Fee — $25–$50
This fee applies when:
We have sent two written messages asking you to return for pick-up, and
Your pet remains at the salon beyond a reasonable timeframe (normally more than 4 hours), or
Your pet requires additional toileting, supervision, or care beyond grooming
In these cases, your pet is effectively in our care as if in a daycare environment. The fee covers the additional time, space, and attention required.
December Late Booking Fee (Per Pet)
1–7 December: +$15
8–14 December: +$20
15 December onwards: +$30
December is our busiest month of the year. We organise staffing, rostering, and scheduling in advance to accommodate as many regular clients as possible.
Late bookings in December often require:
Extra staff
Extended hours
Adjusted schedules
This fee reflects the extra effort and resources required to fit in late bookings.
To avoid this fee, please book your December grooming before 1 December.
13. Right to Refuse Service
We reserve the right to refuse service if:
A pet is unsafe or too aggressive to handle
A client behaves in a rude, abusive, or threatening manner
A requested style is unsafe, unrealistic, or not in the pet’s best interest
Policies or payment expectations are not respected
A pet’s condition poses a welfare or safety risk
The safety of our staff and the wellbeing of the pets in our care comes first.
14. Payments
Payment is required upon collection of your pet.
We accept:
Cash
EFTPOS / Square
Afterpay
Direct deposit (prior to the appointment)
Final pricing may vary depending on:
Coat condition
Pet behaviour
Time required
Any additional fees applied as outlined above
15. Insurance
Stylist to the Dogs holds Public Liability Insurance to provide protection in the event of incidents that fall within our responsibility and occur despite reasonable care and adherence to professional standards.
If an issue occurs while your pet is in our care:
We will notify you as soon as possible
We will be transparent about what happened
We will provide written aftercare instructions where appropriate
We will advise if veterinary care is recommended
Important Notes
Failure to follow aftercare instructions may impact any potential coverage or consideration of costs.
Our insurance does not cover pre-existing conditions, matting-related complications, or issues outside our control.
We are not a veterinary clinic and cannot make medical diagnoses. Any health concerns should be discussed with a qualified veterinarian.
We aim to handle any concerns fairly, respectfully, and in a way that prioritises your pet’s wellbeing and clear communication.
16. COVID Safe Plan (Not Currently in Effect)
If government restrictions require a Covid-safe process in future, we may reintroduce:
Contactless drop-off and pick-up
Mask or distance requirements
Adjusted payment methods
We will inform clients of any changes if these measures are reactivated.
For any further questions or clarifications, please feel free to contact us. Thank you for your understanding and cooperation in helping us maintain a high standard of care for all our clients.
Updated 18th November 2025
Davina Dewar
Salon owner
Stylist to the Dogs Pty Ltd
admin@stylistothedgos.com.au
0734192707
Bookings
Bookings can be made via MoeGo booking app, phone call, text message, facebook, this website, or in person at your last appointment.
Bookings are scheduled in one after another and have been allocated a certain amount of time to complete the booking. So please make sure you follow these policies to ensure your dog has enough time for their complete experience:
Please make sure you turn up on time for your booking. If you are going to be late, please contact us. Please be aware that late arrivals may result in a lesser quality of service to allow time to complete the service.
If you are more than 15 minutes late, your booking may be rescheduled.
If you are early, please wait until your booking time to ring the doorbell. You can send a text message to inform us you have arrived, however usually we are unable to accept your dog until its allocated booking time.
A reminder text message will be sent to your mobile number the day before your appointment.
Cancellations
At Stylist to the Dogs, we understand that “things come up” and sometimes you won’t be able to keep your appointment. Please be courteous when having to cancel a booking and follow these policies:
Please give us as much notice as possible of your cancellation.
We are a small business and can only groom a limited number of dogs per day so that you get a quality service. We understand emergencies and illness happens, but please cancel as early as possible so we can fill in your appointment slot and other clients waiting for appointments can be accommodated.
Please be aware that you may need to wait a few weeks for a reschedule, as the calendar can fill up fast.
Stylist to the Dogs will send you a courtesy text message the day before your booking. If you cancel your booking after this reminder text has been sent you will need to pay a $25 cancellation fee. Exceptions on a case-by-case basis do apply.
Saturday bookings are reserved for clients that are on a regular rotation. If a Saturday booking is cancelled without prior notice, you may lose your Saturday spot.
If you do not show up for your appointment without prior warning, you will only be rescheduled once more. If you cannot attend your rescheduled booking, Stylist to the Dogs has the right to refuse to re-book you again.
Pet Safety
Your pet’s safety is our number one priority at Stylist to the Dogs. it is therefore, imperative that all our clients follow these pet safety policies:
Please indicate on your client form, or in writing, whether you would be happy for your dog to socialise with other dogs or not. Stylist to the Dogs has a free-play area where dogs are allowed to socialise when they are not being groomed.
The establishment has safety precautions in place to ensure your pet is safe and secure at all times. To ensure all pets safety, please do not enter areas that are marked with “Employee only”.
You understand that it is your responsibility to keep your pet contained until they are securely in the Stylist to the Dogs holding area. This means, keeping them on a leash and that their collar is tight enough that they cannot slip their lead.
Please toilet your dog before arriving, a long walk is best (before appointment time) this will make a more comfortable grooming experience for your dog.
All dogs must be on a lead when entering or leaving. This is to respect other clients, as well as other dogs that may be reactive or frightened of other dogs.
If your dog toilets on or outside the property please clean up or advise staff so we can clean it up. Poop bags can be given on request.
If you suspect your dog has fleas we recommend using a monthly topical treatment and washing of all bedding before getting your dog groomed for a more effective treatment. Flea baths only kill the adult fleas on your dog and not the eggs or the fleas in your pets bedding, and therefore is less effective in eliminating all fleas. If we find that your dog has fleas during the grooming process an automatic $20 flea service will be charged. This will include a flea wash for your dog, as well as flea treatment for our premises to eliminate the spread of fleas.
Contagious pets. For the safety of our other clients, please do not bring an animal that has any type of contagious skin issue, disease, fungus, or worms. If we identify any problem, we will ask that you pick up your pet immediately and pay for the portion of grooming that was completed and a clean-up fee.
We recommend regular 6-8 weekly grooming appointments. This is to ensure the health and maintenance of your dog’s coat and to keep your dog feeling and looking great.
You understand that if your dog is matted and needs close to the skin shaving, this can greatly increase the risk of shaving cuts, lesions or hematomas. All care will be given to try to avoid any abrasions, however this is still a risk of grooming especially when the hair is matted. A matting fee of $15 - $50 may be charged in excessive cases.
If your dog has matting, you will not be granted a refund if you do not like the look of your dog's groom. Although we will endeavor to save as much coat as possible, our priority is your dog's comfort and this will take precedent over the style or look that you request.
Payments
Payment is made before the booking or at the time of dog collection.
Payment methods include Cash, EFTPOS (contactless Square), or direct bank deposit before the booking.
The quoted estimated price can change during a groom at the groomers discretion, based on factors such as dog size, style requested, condition of coat, fleas present, and dog behaviour. Usually the quote is correct or close, but there are many factors and conditions that may not present themselves until the groomer has seen the dog or the dog is on the table.
Insurance
Stylist to the Dogs is covered by Public Liability Insurance.
If there are any issues that happen while your dog is in our care you will be notified immediately. Any issues that require special attention by you or a vet will be discussed in detail. You will be given written advice as to follow up care for your dog. If you do not follow our written advice, you will be liable for your dogs health and wellbeing there on in.
While Stylist to the Dogs are animal professionals and will give you advice on the care and health of your dog, we are not a veterinary trained practice and any advice should be checked with your vet.
Covid Safe Plan
CURRENTLY NOT IN AFFECT
Stylist to the Dogs has implementing a Covid Safe Plan, which includes NO CONTACT GROOMING at times of a covid outbreak.
We will stay OPEN for as long as the government says we can. If advice from the government is to close for a lockdown period, we will follow these instructions to do our part in stopping the spread of COVID-19.
Here are our new pick up and drop off procedures for NO contact operations. (Note: These protocols may change depending on the severity of restrictions enforced at the time)
1. Practice good hygiene - Please disinfect your hands before approaching Stylist to the Dogs. There will be hand sanitiser available at the front door. (ALWAYS)
2. Do not touch anything - you do not need to touch anything so please don't. (ALWAYS)
3. Do not ring the doorbell - the doorbell is also a motion detector. Just stand in front of the doorbell and it will notify me of your arrival. (Only when restrictions are tight)
4. Practice social distancing - if a client is already there picking up their dog, please wait until they have left before you approach. Please also leave a distance between me and yourself when I come out to collect your dog. (ALWAYS)
5. Remove your dogs lead and collar - I will put my own slip lead on your dog. If you are able to carry your dog and leave leads and collars in your car that would be ideal. If your dog is larger, you can remove your lead after I have applied my slip lead. (Only when restrictions are tight)
6. Only correct cash payments - please refrain from paying cash where possible. You can pay via card or bank transfer. Only correct cash will be accepted and must be in an envelope or ziplock bag. No change will be given. (Only when restrictions are tight)
7. If you are sick or in self-isolation - please cancel your booking! If you have traveled to a Covid hotspot in the past 2 weeks - please reschedule your booking. (ALWAYS)
If you have any questions or queries regarding this Client Policy please contact us,
Thank you for your understanding,
Davina Dewar
Stylist to the Dogs