Grooming

FurBaby Groom & Pamper – Terms and Conditions
Effective from 1st January 2026

By booking a grooming service with FurBaby Groom & Pamper, operated under Shari Lovreta Fiorentino (as trustee for Shari Investment Trust), you agree to the following Terms and Conditions. These Terms may be updated at any time, and it is your responsibility to review them periodically. Your continued use of our services constitutes acceptance of any changes.

1. Health & Safety
Vaccinations & Prevention: All dogs must be up-to-date with their C5 vaccinations, flea, and intestinal worming treatments.

Contagious Illness: Dogs showing signs of contagious illness (such as persistent coughing or green/cloudy eye discharge), parasites, or that are in heat will not be accepted for grooming.

Pre-existing Conditions: You must inform us of any known health issues, behavioral concerns, or previous injuries prior to your dog’s appointment.

Veterinary Clearances: For dogs with chronic conditions that may mimic contagious symptoms (such as “Dry Eye”), we require a one-off note from your veterinarian confirming the diagnosis and stating the pet is safe to be groomed. We will keep this on your pet’s permanent file for future visits.

Professional Discretion: If we believe grooming may cause pain, distress, or exacerbate an active medical issue, we reserve the right to pause the groom and request a vet’s clearance before continuing.

Hygiene: Dogs must be toileted prior to arrival to maintain salon hygiene.

2. COVID-19 Protocol
By attending an appointment, you agree to follow our COVID-19 Safety Procedure, found at: https://furbaby.com.au/covid19-health-safety-procedure.

3. Grooming Safety & Veterinary Care
While every effort is made to groom your dog safely, grooming tools can pose risks, particularly if your dog is anxious, matted, or reactive. You acknowledge and accept this inherent risk. In the unlikely event of an injury, FurBaby may administer basic first aid and, where necessary, transport your dog to a local vet. All veterinary costs are your responsibility.

If your dog is found to be severely matted, our groomers may be required to clip the coat short. This decision is final and based on animal welfare. You may not refuse payment based on coat outcome. Further details about our matted dog policy can be found at: https://furbaby.com.au/matted-dog-for-grooming/

4. Injured Dog Policy
Grooming involves the use of sharp tools near sensitive areas. While our team takes every precaution, minor nicks or skin irritation can occasionally occur — especially in dogs that are matted, elderly, or wriggly.

FurBaby accepts no liability for pre-existing conditions or injuries that occur as a result of standard grooming procedures.

If an injury does occur, FurBaby will notify you immediately. All veterinary expenses remain the responsibility of the pet owner or authorised agent.

5. Anxiety & Aggression
Dogs experiencing high anxiety or displaying aggression may not be suitable for grooming. Our team prioritises safety and may cease grooming at any time.

In such cases, you are still liable for the full cost of the session. We encourage early and regular grooming visits to desensitise puppies and nervous dogs.

6. De-Matting Policy
FurBaby does not offer de-matting services for dogs with severe matting due to the risk of injury and trauma. These dogs will receive a full clip instead.

Our priority is always the wellbeing of the animal – humanity before vanity.

Grooming staff have the right to stop a groom if it causes distress or pain to your dog.

7. Appointments, Cancellations & No-Shows
Appointments must be either; changed, cancelled or rescheduled at least 48 hours in advance (two business days) to avoid fees.

All appointment changes must be done through written communication by emailing woof@furbaby.com.au (or if you must; calling 94406690 to either speak to a staff member or leave a message). Social media can NOT be used to amend appointments.

Late cancellations or no-shows will incur 100% of the original appointment fee.

Dogs arriving more than 15 minutes late to their appointment will be treated as a no-show and charged the full appointment fee.

Dogs not collected within 15 minutes of being told that their dog/s is ready, will be charged a late fee of $2 per minute. The time starts after the 15 minute grace period.

No new appointments will be accepted until outstanding fees are paid.

Why these policies are strictly enforced

Our grooming schedule is carefully planned around staffing, safety, and the individual needs of each dog. Late arrivals, cancellations, and delayed collections disrupt this balance and impact the welfare of dogs in our care.

Dogs left waiting after their groom can become stressed or anxious, and in some cases may soil themselves, requiring additional cleaning, handling, and care. This places unnecessary stress on the dog, delays other appointments, and increases staff workload.

These policies are not punitive. They exist to protect dog welfare, ensure fairness to clients who arrive on time, and allow our team to provide a calm, safe, and professional grooming environment.

8. Groomer Discretion & Refusal of Service
FurBaby reserves the right to refuse service at any time due to:
– Behavioural concerns
– Health or hygiene issues
– Harassment of staff
– Repeated late arrivals or no-shows

9. Payment Terms
Payment is due on the day of service via EFTPOS, Visa, MasterCard or cash.

We do not accept American Express, Diners Club, cheques, or money orders.

Pricing may vary depending on coat condition, time required, and dog behaviour.

10. Occupational Health & Safety (OHS)
In accordance with OHS requirements, FurBaby may cancel or reschedule appointments at short notice if conditions become unsafe for staff or animals (e.g., equipment failure, air quality, weather events, etc.).

Only authorised staff may enter the grooming salon. For safety reasons, clients are not permitted in the grooming area but may observe from the viewing window where available.

11. Privacy & Marketing
Your personal details are securely stored in accordance with the Privacy Act 1988 (Cth).

We may contact you with marketing or promotions in accordance with the Spam Act 2003 (Cth). You may opt out at any time.

We may take photographs or videos of your dog for promotional purposes. Please inform us if you do not wish your pet to be featured.

12. Feedback
We welcome your feedback! Let us know how you’d like your dog’s groom at the start of your appointment, and don’t hesitate to offer suggestions on how we can improve our service.

13. Governing Law
These Terms & Conditions are governed by the laws of Western Australia. Any disputes arising will be subject to the jurisdiction of the courts of Western Australia.