Cancellations

T & C ' s

HEALTH / MEDICAL PROBLEMS: Some medical conditions can make grooming stressful for your pet. Please inform MoonDogs Day Spa if your dog has been diagnosed with any heart issues, arthritis, back / neck problems or any other serious medical conditions. We assure you we will make every effort to minimise stress which may exacerbate a pre-existing issue. This may require us to alter some standard procedures to give them the best treatment, this could result in needing extra time or other ….

RECENT SURGERIES; We will need an all clear from the vet after a major surgery and we advise not to book for a groom until all stitches are removed and all wounds fully healed.

ACCIDENTS: While under our care your dog will be treated with the utmost resect and safety precautions are in place. However, due to the nature of grooming and the sharp tools that are used, accidents can occur. You acknowledge there is risk of injury to your pet. You further authorise MoonDogs Day Spa to get your pet seen by the downstairs vet in the event of an emergency and agree that any resulting bills will be your responsibility.

SAFTEY: Owners must inform us if your dog bites, has bitten, or is aggressive to people or other pets. In the event your dog becomes aggressive towards our staff and the service can not be completed safely, MoonDogs Day Spa reserves the right to sop the service in order to prevent injury to our groomers or accidents to your dog. You will still be responsible to pay for services that were completed. 

OWNER RESPONSIBILITY: The owner agrees to be solely responsible and liable for any and all acts of behaviour of their dog. This may include, but not limited to; injury or death to another dog, a staff member or any member or public. Medical treatment expenses for any accident caused by their pet will be the sole responsibility of the pet owner.

CANCELATION/NO SHOW/ LATE FEE: MoonDogs Day Spa requires a minimum of 24 Hrs notice for any appointment cancelations. Id a customer fails to comply with this policy, all future bookings will require a 50% non- refundable deposit in case of another cancelation. This same policy applies in the case of a no-show. If a customer is 20-30 minutes late to an appointment, a $15 charge will be added on top of the service fee. If a customer is over 30 minutes late to their appointment, we will assume cancelation and the cancelation policy will apply to all future bookings. 

MATTING: If matting is found on your dog during their assessment we will offer you one of these three options:

1) Light matting can be dematted at an additional cost starting at $15 and will increase with severity. Any matting behind the ears or between the toes will still need to be shaved out. 

2) Moderate to severe matting should be shaved and coat length will be trimmed to the appropriate length to match these shaved areas. 

3) Due to physical pain, stress and possible scrapes and burns to the dogs skin we will not attempt to de-mat a severely mated dog. Please note that it is difficult to shave down a matted dog without slightly irritating the skin. Extreme care will be taken, however MoonDogs will not he held responsible for any scrapes to the skin or hepatomas resulting from the removal of these mats.

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​MoonDogs reserves the right to cancel any appointment if you do not agree to allow us to shave your dogs coast if it is deemed appropriate and in the dogs best interest.

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FLEAS: If fleas are found on your dog during grooming, we will automatically administer a flea treatment. The charge for this service is $10, which covers the shampoo, time and cleaning to ensure no fleas remain our parlour or spread to other clients. Please note the treatment will kill the active fleas on your dog but will not protect them from any please that may still remain in your home.

LATE PICK-UP: All dogs must be picked up within one (1) hour of the time you are informed the dog is ready. Dogs remaining after that time may be charged a daycare fee of at least $20, at the discretion of MoonDogs.

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SATISFACTION: Your satisfaction is important to us. Please let us know if we did not meet your expectations.

If you are unhappy for any reason, and would like something adjusted we will be very happy to do so when you pick up your pet from their appointment or within 24 hours after their appointment. 

Any return visits after that will be treated as a new appointment and cares will apply.

PHOTOGRAPHY: You understand and agree that pictures of your dog(s) may be taken for their client file, education and for purposes of marketing and promotions on our website and social media.

If you are not ok with this please inform us.

TEETH CLEANING: (IF APPLICABLE) The owner understands staff will be using the ultrasound brush on their dog which has no vibration, no movement and no noise, however some other sharper tools are used for . They understand  that our staff may take before and after pictures to show them. The owner understand that tartar, plaque or stains will be removed from the teeth during brushing and that a non-sharp plastic tool may be used to aid this process. 

The owner understands that the staff will stop the teeth cleaning session and I may need to seek veterinary assistance if: 

1) Any loose teeth are suspected
2) If the dog objects and becomes stressed or aggressive.
3) Any obvious abnormalities are visible or suspected in the mouth such as a foreign body embedded in the mouth, Oral warts, Oral Injuries or Tumours. The Owner understands that: 1) There may be some minor signs of blood on the gum line during and after teeth cleaning as the tartar and the plaque is removed.
2) If the session has to stop for any health or behaviour reasons, I will still happily pay for the full session taking place. The  owner declares that: 1) They do not know of any medical reason why teeth cleaning cannot be carried out on their dog, and acknowledge that it is their responsibility to inform staff in the future should this be the case.
2)  They are aware that the teeth cleaning service is not a substitute for a veterinary inspection and the staff are not qualified to diagnose abnormalities or disease.
3) They consent to all the above and confirm that they are the legal owner/guardian of this dog

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