Terms & Conditions

W.A.G.S

Wellness & Grooming Sanctuary

1. Appointment Bookings & Confirmation

All appointments with W.A.G.S Wellness & Grooming Sanctuary must be confirmed via SMS, phone, or email at least 24 hours prior to the scheduled time. If you do not confirm, your appointment may be cancelled and offered to another client. Please arrive on time. A 15-minute grace period is given; after this time the appointment will be classed as a No Show and the service cannot be carried out due to insufficient time remaining and the impact on subsequent appointments. Dogs must be walked prior to their appointment to ensure they have toileted (urinated and defecated) before arriving. By booking, you acknowledge that you have read, understood, and accepted these Terms & Conditions in full.

2. No Show & Late Cancellation Policy

A 15-minute grace period is provided for every booking. After this, the appointment will be classed as a no-show.

If a card is kept on file, by signing these Terms & Conditions you authorise W.A.G.S Dog Grooming to charge the full grooming fee for a no-show.

If no card is on file, the grooming fee must be paid in full before re-booking.

Deposits are non-refundable if less than 24 hours’ notice is given.

After two late cancellations or no-shows, a 100% deposit will be required for all future bookings.

These fees are enforceable under the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010) as a reasonable estimate of loss suffered.

3. Refusal of Service

W.A.G.S Wellness & Grooming Sanctuary reserves the right to refuse or discontinue grooming if, at any time, the dog presents an unsafe condition. Unsafe conditions include, but are not limited to, aggressive behaviour, severe stress, health problems, parasites, or owner non-compliance. Clients must inform W.A.G.S Wellness & Grooming Sanctuary in advance if their dog is aggressive, reactive, or has shown any history of biting or lunging. Muzzles, restraints, or other safety equipment may be used when necessary. If the groom cannot be carried out safely, W.A.G.S Wellness & Grooming Sanctuary may recommend the dog be prescribed veterinary sedation for its next appointment. The owner will be held solely liable for any harm, injury, or property damage caused by their dog and agrees to indemnify W.A.G.S Wellness & Grooming Sanctuary against all claims arising from such incidents.

4. Deposits & Payments

A non-refundable deposit may be required for new clients or large bookings. Deposits will be deducted from the final bill on the day of service. Remaining balance is payable on the day via EFTPOS, credit or debit card, or cash. All card payments may incur GST and merchant fees. Payment is due in full before your pet is released from the care of W.A.G.S Wellness & Grooming Sanctuary.

5. Hygiene Clip

A hygiene clip may be performed where necessary (excluding smooth coats such as Labradors and Pugs). This includes under the armpits, down the stomach, around the groin, and bum areas. There is an increased risk of nicks, cuts, or skin irritation due to warts, moles, or skin folds trapped in mats. Once the coat is removed, the skin may be red and your pet may scratch or rub, which could lead to infection if not kept clean. W.A.G.S Wellness & Grooming Sanctuary will not be liable for any veterinary costs arising from hygiene clipping or mat removal.

6. Matting Policy

At W.A.G.S Wellness & Grooming Sanctuary, we groom humanely and will attempt to de matt only if it does not cause unnecessary stress or pain. When severe matting is present, shaving is the kindest option. 

Shaving or de matting may cause irritation, nicks, or abrasions, especially around warts, moles, or skin folds. W.A.G.S is not liable for veterinary costs related to matting removal.

• Severely matted coats may reveal hidden issues (hot spots, sores, flea infestations, infections). Owners are advised to seek veterinary advice if concerns arise.

• Additional charges apply: $10 per 10 minutes for de matting, to cover time and equipment sharpening. Fees may be higher depending on severity.

7. Behaviour & Safety

Grooming equipment is sharp, and while all reasonable care is taken, accidents can occur. Pets that move excessively, struggle, or attempt to bite increase the risk of injury. Aggressive behaviour or excessive stress may result in the groom being stopped and fees will still apply for time spent. If the groom cannot be completed safely, veterinary sedation may be recommended for the next groom. The owner is liable for any veterinary costs resulting from injury caused by their dog to themselves, W.A.G.S Wellness & Grooming Sanctuary staff, or other dogs.

8. Health Conditions

Owners must disclose all medical conditions, allergies, or behavioural concerns before grooming. If the dog has allergies, owners must supply veterinary shampoo or approve a hypoallergenic product. Elderly or high-risk pets will be groomed at the owner’s risk, and only work they tolerate will be performed. In the event of a medical emergency, W.A.G.S Wellness & Grooming Sanctuary may seek veterinary treatment without prior consent if contact cannot be made, and the owner agrees to pay all associated costs.

9. Parasites & Flea Policy

Dogs must be parasite-free before entering W.A.G.S Wellness & Grooming Sanctuary. If fleas are found, an immediate flea wash will be performed at the owner’s expense, with a $30 fee to cover extra time, shampoo, cleaning, and prevention measures. Severe infestations may result in refusal of service.

10. Cage Free Salon & Socialisation Policy

W.A.G.S Wellness & Grooming Sanctuary operates as a cage free salon, and dogs may socialise while waiting. If you do not want your dog to socialise, you must inform us at drop off. Dogs showing aggression or high stress may be safely placed in a crate for their comfort and the safety of others.

11. Pick Up Policy

W.A.G.S Wellness & Grooming Sanctuary operates on a one to one grooming basis with minimal wait times. Pets must be collected within one hour of being notified they are ready unless prior arrangements are made. After one hour, a fee of $30 per half hour will apply. If pick up occurs after business closing time, an additional $20 per 15 minutes will be charged to cover staff costs. While waiting, your dog will be kept safe, provided with water, and toileted or cleaned if required.

12.Price variations 

All prices are subject to change based on coat condition, dog behaviour and time taken.

13. Photography & Social Media

Photos or videos may be taken during your pet’s groom for records and promotional purposes unless you request otherwise in writing.

14. Data Protection

Client details may be used for appointment confirmations and marketing in compliance with the Privacy Act 1988 (Cth).

15. Liability & Indemnity

By leaving your dog with W.A.G.S Wellness & Grooming Sanctuary, you accept that all grooming is undertaken at the owner’s risk. W.A.G.S Wellness & Grooming Sanctuary is not liable for illness, injury, or death arising from pre-existing conditions, natural causes, or conditions not disclosed by the owner. Our liability is limited to re-supplying the service or refunding the amount paid, at our discretion. You agree to indemnify and hold harmless W.A.G.S Wellness & Grooming Sanctuary, its owners, and staff from any claims, damages, or expenses arising from your dog’s behaviour, condition, or treatment.

- Eftpos Credit / Debit Cards
- Cash