Grooming Policies

Terms of Service

Thanks for choosing FurBaby Groom & Pamper. 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.

Rescheduling & Cancellation Policy

The courtesy of 48 hours notice of an appointment change is greatly appreciated. Any appointments changed within 24 hours of the scheduled appointment will be subject to a reschedule fee equal to 50% charge of what your dog was booked in for. This must be paid before another appointment can be made.

No Show Policy

Occasionally, a grooming appointment will be forgotten, and no one will call the Salon to let us know that you wont be attending. If we have been unable to reach anybody after 15 minutes, we will have to cancel the appointment to keep our other appointments for the rest of the day. Any ‘no show’ / missed appointments, with no attempt to contact us, will be subject to a reschedule fee equal to 100% charge of what your dog was booked in for. This must be paid before another appointment can be made.

Even though you may reschedule to another time, cancellations are difficult to fill at short notice and result in a financial loss for our small business and for the actual Groomer assigned to work on your dog, which we must account for when pricing our services. Please help us keep our services affordable by being ready for your appointment time and giving us plenty of notice if you need to reschedule or cancel.

Health Of Your Dog/s

FurBaby Groom & Pamper 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.

De-Matting Policy

We will NOT de-mat a pet that has extreme matting. Excessive de-matting is a painful, time-consuming, and costly procedure that causes extreme discomfort and can aggravate (or cause) skin problems. This is a total contradiction to our low-stress handeling philosophy and we are not willing to traumatize a dog in order to keep their coat long. Sometimes the pet is so badly matted that the hair must be completely clipped off, allowing new, healthy hair to grow. Excessive matting can be avoided with regular brushing and grooming, and we will be happy to show you some brushing techniques for mat prevention. We reserve the right to stop service at any point of the groom, we will always put humanity before vanity, as per our ‘Alterations to Service Policy’ you will be charged full price for the service that your dog was booked in for.

Biting, Stress, Fear & 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. FurBaby Groom & Pamper, we use evidence based positive reinforcement methods and low-stress handling techniques, we encourage our clients to continue this inbetween appointments. We do NOT use 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 and can not be groomed at FurBaby Groom & Pamper. We reserve the right to cease the groom at any point if behaviour issues become evident, as per our ‘Alterations to Service Policy’ you will be charged full price for the service that your dog was booked in for.

Bookings & Alteration to Service Policy

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.


We collect and record your personal details to provide grooming services and keep you updated with matters that concern FurBaby Groom & Pamper. 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. FurBaby Groom & Pamper 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 an answering service. FurBaby Groom & Pamper has limited 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 for a booking, is to complete our online booking form to which we will call you back to confirm your booking time.

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. From time to time we will use photographs taken during our service for our promotion 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.


For health and safety reasons, your appointment may be cancelled or rescheduled at short notice if we encounter a situation that cannot guarantee the optium care for your dog. For instance, if we loose electricity, etc.

Refusal of Service

We reserve the right to refuse service at the time of booking or scheduled appointment time. FurBaby Groom & Pamper 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 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.

Business Hours

Grooming appointments available Monday, Wednesday, Thursday, Friday and Saturday 8am-4pm. Weekend appointments are available to existing clients and by cancellation


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. Please speak to us at your next appointment to give us your feedback.