Grooming terms & conditions

1. Acceptance of Terms & Australian Consumer Law

These Terms & Conditions form part of the agreement for grooming services provided by Paws N' Stuff. Nothing in these Terms & Conditions is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

2. Owner Responsibilities & Disclosure

The owner must provide complete and accurate information reasonably relevant to the safe grooming of the pet. This includes known medical conditions, recent surgery, seizures, fainting, heart or breathing conditions, mobility problems, pregnancy, allergies, skin conditions, previous adverse grooming reactions, veterinary advice, aggression, biting history, anxiety or other behavioural concerns.

The owner confirms that, to the best of their knowledge, the pet is fit to undergo the booked grooming service. Paws N' Stuff is not responsible for complications caused or materially contributed to by information that was not disclosed.

3. Grooming Instructions & Styling Expectations

Grooming instructions must be clearly provided at drop-off or recorded in the booking notes before grooming begins. Reference photographs are used as a guide only and do not guarantee an identical result. The final result depends on coat condition, coat type, previous grooming, behaviour, anatomy and the pet's tolerance during grooming.

Grooming is a manual service performed on a live animal. Minor differences in length, symmetry and finish may occur. If instructions are unclear, contradictory or cannot safely be achieved, Paws N' Stuff may contact the owner, modify the groom, or decline to proceed. Requests made after completion that differ from the instructions originally provided may be treated as a change of preference.

4. Service Definitions & Classification

A Bath & Tidy is intended for bathing, drying and light tidying of designated areas such as the face/eye area, sanitary area and paws/feet, depending on the booked service. Any haircut, shortening or shaping of the main body coat is classified as a Full Groom or Fluffy Groom and will be charged accordingly.

Paws N' Stuff may reclassify a booking where the work requested or required falls outside the service originally booked. Short-haired, double-coated and cat services must be booked under the appropriate service category.

5. Pricing & Additional Charges

Prices displayed online or quoted before an appointment are starting prices unless expressly stated otherwise. Final pricing may vary according to the pet's actual size, coat type, coat condition, behaviour, grooming requirements and additional time or handling required.

Additional charges may apply for dematting, difficult handling, flea/parasite treatment, excessive cleaning, specialised coat work or other additional services. Where reasonably practicable, we will advise the owner before carrying out significant additional chargeable work.

6. Appointment Duration

Appointment durations shown online, in booking systems, SMS messages or provided verbally are estimates only and are not guaranteed completion times. Grooming duration may vary depending on coat condition, behaviour, breed, size, drying time, staffing, safety requirements and other pets being serviced.

7. Multi-Groomer Salon

Paws N' Stuff operates as a multi-groomer salon. Unless specifically agreed otherwise, appointments are not one-to-one services and a pet may be cared for by different trained members of our team during the visit. Requests for a particular groomer will be accommodated where possible but cannot be guaranteed due to illness, staffing, scheduling or operational requirements.

8. Grooming Risks

We take reasonable precautions to provide a safe and comfortable grooming experience. Grooming nevertheless involves live animals, water, dryers, clippers, scissors, nail tools and other equipment. Minor nicks, cuts, clipper irritation, quicked nails or other minor incidents can occasionally occur.

Risk may increase where a pet has severe matting, sensitive or compromised skin, excessive movement, anxiety, aggression, age-related frailty or an undisclosed condition. Where an incident occurs, our team will assess the pet and provide appropriate first aid or recommend veterinary assessment where necessary.

9. Matting & Dematting

Animal comfort and welfare take priority over preserving coat length. Where matting cannot be safely brushed or combed out without causing excessive discomfort, Paws N' Stuff may recommend or require the coat to be clipped shorter.

We will not perform excessive or prolonged dematting where, in our professional judgement, it would cause unreasonable pain, stress, skin irritation or risk. Dematting fees may apply where additional brushing, combing or grooming time is required. Where the owner agrees to a short clip that removes the matting without additional dematting work, a dematting fee may not apply.

Removing severe matting may reveal previously hidden redness, bruising, sores, parasites, skin irritation, lumps or other abnormalities. Closely matted coats also increase the risk of clipper irritation and minor cuts because the skin may be pulled into or trapped within the matting.

10. Safety Overrides Client Preference

Paws N' Stuff will not perform a grooming request that, in our professional judgement, may cause unreasonable pain, distress or risk to the animal, even where the owner requests or consents to the procedure. We may recommend an alternative groom, shorter haircut, veterinary assessment or discontinuation of the service.

11. Behaviour, Aggression & Ability to Complete the Groom

Owners must disclose known aggression, biting, extreme anxiety or previous grooming difficulties. Paws N' Stuff may use appropriate safety measures, including a muzzle, or may refuse, modify or stop grooming if a pet presents a risk to itself, staff or other animals.

Grooming results may be affected by the pet's behaviour and tolerance. If a pet repeatedly moves, sits, struggles, kicks, bites, becomes highly distressed or cannot be safely handled, we may leave parts unfinished or discontinue the service. Safety takes priority over cosmetic perfection. A partially completed groom may still be charged according to the work, time and resources already provided, together with any applicable handling charge.

12. Senior Pets & Pets with Medical Conditions

Senior pets and pets with medical conditions may have a higher risk of stress, fatigue, injury or medical complications during grooming. Owners must disclose all relevant conditions and veterinary advice. Grooming may be modified, shortened or discontinued if we believe continuing may compromise the pet's welfare.

The owner acknowledges the inherent risks associated with grooming elderly or medically compromised pets and is encouraged to discuss grooming suitability with their veterinarian where appropriate.

13. Skin Conditions & Conditions Revealed During Grooming

Grooming may reveal pre-existing conditions that were previously hidden by the coat, dirt or matting. Redness, irritation, lumps, sores, scabs, parasites or other abnormalities discovered during or after grooming are not necessarily caused by the grooming process. Where appropriate, we will notify the owner of conditions observed and may recommend veterinary assessment.

14. Double-Coated Breeds & Shaving

Paws N' Stuff generally does not recommend shaving double-coated breeds unless required for welfare, severe matting, veterinary reasons or following informed owner instruction. Owners requesting shaving acknowledge that coat texture, colour, density or regrowth may change and that the timing or quality of regrowth cannot be guaranteed.

15. Fleas, Ticks, Parasites & Contagious Conditions

Owners must disclose known fleas, ticks, parasites or contagious conditions before the appointment. If live fleas or other contagious parasites are discovered during grooming, Paws N' Stuff may apply an appropriate treatment, isolate the pet where necessary and sanitise affected areas. Additional treatment and sanitation charges may apply.

The presence of fleas following a grooming appointment does not, by itself, establish that the pet acquired fleas at the salon. We may reschedule or refuse service where a condition poses an unacceptable risk to other animals or staff.

16. Emergency Veterinary Treatment

By accepting these Terms & Conditions, the owner authorises Paws N' Stuff to seek veterinary attention where we reasonably believe urgent treatment is required and the owner cannot be contacted promptly. We will make reasonable attempts to contact the owner or emergency contact where circumstances allow.

Reasonable veterinary costs may remain the owner's responsibility where the condition was pre-existing, unrelated to the grooming service, or was not caused by a failure by Paws N' Stuff to exercise due care and skill.

17. Grooming-Related Injury & Veterinary Claims

If we recommend veterinary assessment following a grooming incident, we may nominate our preferred veterinary clinic. Where reasonably possible, clients should contact Paws N' Stuff before arranging non-emergency veterinary treatment relating to an alleged grooming incident so that we have an opportunity to assess the concern and coordinate appropriate care.

In an emergency, clients should seek veterinary care immediately. Requests for reimbursement must include an itemised veterinary invoice and, where reasonably requested, veterinary notes or findings relevant to the claimed grooming-related injury. Reimbursement will be assessed having regard to the circumstances, veterinary findings and applicable Australian Consumer Law.

18. Incomplete Grooming

Paws N' Stuff may stop or modify a groom where continuing is unsafe, impractical or likely to compromise the pet's welfare. This may include behaviour, medical concerns, severe stress, coat condition, equipment safety or other unforeseen circumstances. Charges may apply for the work and time already provided even where the full booked service cannot be completed.

19. Cancellation, Late Arrival & No-Show

• Cancellations or rescheduling with less than 24 hours' notice may incur a $50 fee.
• A no-show may incur a $50 fee per pet.
• If you arrive more than 20 minutes late, we may cancel or reschedule the appointment and treat it as a late cancellation.
• Repeated late cancellations or no-shows may require prepayment or a deposit before future bookings are accepted.

20. Collection & Late Pickup

Owners must collect their pet within 2 hours after receiving notification that grooming has been completed unless otherwise agreed. A late collection fee of $20 per hour, per pet may apply after the 2-hour collection period.

Paws N' Stuff is a grooming salon and is not a boarding or day-care facility. Pets cannot remain at the salon indefinitely after their grooming service is completed.

21. Owner Presence & Grooming Area Access

For safety, workflow and operational reasons, owners are generally not permitted to remain in the grooming area during the appointment unless specifically authorised by management. Owner presence may cause some pets to become more excited, distracted or difficult to handle.

22. Preparation & Excessive Cleaning

Owners are encouraged to walk or toilet their pet before the appointment. Additional cleaning charges may apply where excessive urination, defecation or other contamination requires additional cleaning or sanitation.

23. Grooming Concerns, Adjustments & Refunds

We encourage clients to inspect their pet at collection. Concerns regarding haircut, styling, length or finish should be raised at collection where reasonably possible, or reported to us within 48 hours together with clear photographs.

Where appropriate, Paws N' Stuff may offer a complimentary adjustment. Change-of-mind requests, preference changes, or dissatisfaction with a style completed according to the agreed grooming instructions do not automatically entitle the client to a refund. Nothing in this section limits rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

24. Photography

Paws N' Stuff may take photographs or video of pets for grooming records, social media, advertising, educational or quality-assurance purposes. If you do not wish for your pet's image to be used publicly, please notify us at or before the appointment. Any public use will be subject to applicable law and our privacy practices.

25. CCTV, Records & Incident Documentation

Paws N' Stuff may maintain booking records, grooming notes, photographs, incident records and CCTV footage for safety, security, training, quality assurance, incident investigation and dispute resolution, subject to applicable privacy laws. Records may be retained for a reasonable period according to operational and legal requirements.

26. Respectful Conduct & Refusal of Future Service

Paws N' Stuff welcomes genuine complaints and will review concerns fairly. We reserve the right to refuse or discontinue future service where a client engages in abusive, threatening, discriminatory, harassing or intimidating behaviour toward staff, or where the client-pet relationship can no longer be safely or reasonably serviced.

Threats, harassment or abusive conduct will not affect our assessment of whether a refund, compensation, adjustment or other remedy is appropriate.

For higher-risk appointments (for example severe matting, senior or medically compromised pets, known aggression or requested double-coat shaving), Paws N' Stuff may request additional written consent or confirmation before proceeding.

By making a booking, checking in or leaving your pet in our care, you confirm that you have read and understood these Terms & Conditions, that the information you have provided about your pet is accurate, and that you agree to these terms. No signature is required.