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Grooming Terms & Conditions at Spitz Groom

Last Updated: October 2026

1. Pricing Structure & Service Rates

  • Hourly Service Rates: Professional Services are billed at an hourly rate of $115 per hour on weekdays during standard business hours, and $138 per hour on weekends or after 5:00 PM on weekdays (all rates are inclusive of GST). Short appointments of 15 minutes or less are charged at a rate of $35 on weekdays and $42 on weekends or after 5:00pm on weekdays.

  • Estimates vs. Firm Quotations: Pricing estimates provided at the time of booking are indicative only. Due to variations in animal behaviour, coat condition, and styling requirements on the day, firm quotes cannot be guaranteed in advance.

  • Timeframe Variability: Spitz Groom endeavours to complete grooms within consistent timeframes across recurring visits; however, identical durations cannot be guaranteed. A dog’s grooming duration may fluctuate due to emotional state, stress, age, requiring additional rest breaks, or variations in home maintenance between visits (e.g., missed or reduced brushing routines).

  • Budget Allocations & Service Limitations: Spitz Groom accommodates predefined budget caps provided they are communicated prior to check-in.

    • Under no circumstances will our groomers rush an animal, skip safety steps, or expedite handling techniques to force a groom into a restricted budget.

    • Our team will complete only what is safely and humanely achievable within the allocated time.

    • The booking holder acknowledges that working to a restricted budget may result in an incomplete groom or a finish that falls below our projected aesthetic standard.

    • The booking holder explicitly accepts these trade-offs and agrees not to publish disparaging remarks, defamatory statements, or negative public reviews regarding an altered or incomplete groom that directly resulted from an owner-imposed budget or time constraint.

  • Final Cost Calculation: The final invoice is calculated upon service completion based on the actual duration of the appointment multiplied by the applicable hourly rate. Total groom time is determined by:

    • Coat condition (e.g., matting, compaction, debris, dirt)

    • Complexity and styling requirements of the requested haircut

    • Temperament, cooperativeness, and physical tolerance

    • Age, medical status, and physical limitations (elderly, arthritic, or reactive dogs frequently require additional handling breaks and slower pacing)

  • Concurrent Groomer Surcharges: If a dog requires two groomers to work concurrently for safe handling or specialized care, an additional hourly rate applies. While Spitz Groom endeavours to notify owners in advance, safety requirements during an active session may necessitate second-groomer intervention without prior notice.

  • Parasite Contamination & Refusal of Service: Dogs must arrive free of fleas, lice, and ticks. If live parasites are detected, Spitz Groom reserves the right to immediately refuse or cease service. In addition to service refusal or suspension, a Contamination and Sanitisation Fee of $150–$250 will be charged to cover hospital-grade facility decontamination, environmental treatments, and revenue lost from rescheduling subsequent clients.

  • Add-On Treatments: Specialized styling, soft claws, or therapeutic product upgrades will be confirmed with the booking holder prior to application.

  • Late Arrivals:

    • Up to 15 minutes late: Grace period applies. Grooming duration or finishing style may be adjusted to avoid delaying subsequent clients.

    • 15–30 minutes late: A $50 late attendance fee applies. The scope of service will be curtailed to fit the remaining reserved slot.

    • 30+ minutes late: The appointment is classified as a late cancellation. The session will be forfeited, and a 100% cancellation fee will be charged.

  • Stay & Play Care Window:

    • Complimentary holding care is included for up to 2 hours before and up to 2 hours after the scheduled groom, provided our team is on site and working.

    • Daycare extensions beyond this included window incur an extended stay fee of $50, subject to prior arrangement and salon capacity.

  • Dynamic Operating Hours & After-Hours Collection:

    • Daily operating hours are dynamic and scheduled specifically around the appointments booked for that day.

    • Spitz Groom will communicate the scheduled collection window with the owner upon drop-off or via text/phone, giving explicit notice if their pet is the final appointment of the day.

    • A 30-minute grace period applies from the agreed collection time or salon closing for that day.

    • If collection exceeds this 30-minute grace window, an after-hours holding fee of $25 per 15-minute block will apply thereafter.

    • Animals remaining uncollected more than 60 minutes after closing will be transferred to our home boarding facility, charged at $125 per night.

2. Deposits & Payment Terms

  • Payment Due Date: Full payment is strictly required upon completion of services on the day of the appointment. Multi-day styling or rehabilitation programs require daily settlement.

  • Accepted Payment Channels: Cash, debit/credit cards (Visa, MasterCard, EFTPOS), and direct bank transfers (cleared funds required before release).

  • Card on File: Valid credit or debit card details must be lodged via our secure booking portal to confirm an appointment.

  • New Client Deposits: First-time bookings require a 100% upfront deposit based on the estimated service duration. Any variance between the estimate and final actual groom duration will be settled or refunded at checkout.

  • Existing Clients: Re-booking deposits are waived for clients in good standing.

3. Cancellation, Rescheduling & No-Show Policy

Appointments represent dedicated blocks of time reserved exclusively for your pet within our low-volume model.

  • Notice Exceeding 24 Hours: Appointments may be cancelled or rescheduled without financial penalty.

  • Notice Under 24 Hours: Cancellations or rescheduling requests submitted within 24 hours of the appointment time incur a cancellation fee equal to 50% of the estimated service fee.

  • Same-Day Cancellations & No-Shows: Cancellations made on the day of the appointment, no-shows, or arrivals 30+ minutes past the scheduled start time incur a cancellation fee equal to 100% of the estimated booking total.

  • Emergency Exceptions: Cancellation fees may be waived or credited at the sole discretion of Spitz Groom under exceptional circumstances.

  • Salon Right of Cancellation: Spitz Groom reserves the right to postpone or cancel appointments if safety, animal welfare, salon environment, or acute health issues dictate.

4. Health, Parasite Control & Medical Disclosures

  • Fitness to Groom: Animals presented for grooming must be in good health and physically fit to undergo handling, washing, drying, and styling. Spitz Groom reserves the right to cease or modify any groom immediately if an animal shows signs of distress, pain, respiratory difficulty, or acute illness.

  • Vaccination Standards: All visiting dogs must have current C5 vaccinations (or equivalent certified titre testing) to safeguard against infectious canine diseases.

  • Parasite Maintenance & Capstar Protocol:

    • Booking holders are strictly responsible for maintaining comprehensive flea, tick, and worming prophylaxis.

    • If live fleas are discovered, Spitz Groom will immediately contact the booking holder to seek authorization to administer a rapid-action oral flea treatment (such as Capstar).

    • If authorized, the treatment will be administered immediately and billed to the owner as an add-on charge.

    • If the owner cannot be reached or refuses authorization, Spitz Groom reserves the right to terminate the groom immediately to protect other visiting animals, with standard cancellation and decontamination fees applying.

    • As a precautionary courtesy, Spitz Groom will alert the owners of other dogs currently on the premises and offer preventative care.

    • While rigorous sanitisation standards are enforced, Spitz Groom carries zero liability for the contraction of external parasites or communicable illnesses.

  • Pre-Existing Conditions, Skin Tags, and Warts: Dense or compacted coats often conceal pre-existing ailments including hot spots, skin folds, warts, moles, cysts, and haematomas. While groomers operate with professional diligence, Spitz Groom accepts no liability for inadvertent irritation or abrasions to pre-existing skin lesions during clipping or scissors work.

  • Palliative, Geriatric & End-of-Life Grooms: Spitz Groom provides comfort grooms for senior, palliative, or medically fragile pets under the explicit understanding that the salon is released from all liability regarding the natural decline or passing of an animal in our care.

  • General Liability Release: While Spitz Groom exercises the highest duty of care, the business, its directors, and staff are held harmless from liability for incidental illness, injury, or loss arising from circumstances beyond reasonable salon control.

5. Behaviour, Handling & Safety Protocols

  • Supervised Cageless Environment: Spitz Groom operates a cageless, open-concept environment designed to reduce confinement stress and facilitate calm socialisation. Dogs are grouped by size, energy, and temperament. While supervision is continuous, natural canine interactions carry minor inherent risks, including scuffs or accidental scrapes.

  • Mandatory Behavioural Disclosure: Owners must disclose all known behavioural issues on the intake registration and verbally reconfirm these at check-in. Disclosures must include:

    • Human-directed aggression or handling defensiveness

    • Dog reactivity, aggression, or resource guarding

    • Sensitivity to touch (e.g., paws, ears, tail, clippers, dryers)

  • Separation & Restraints: Fearful, highly reactive, or un-socialised dogs will be segregated from the open salon floor to maintain safety.

  • Muzzle Safety Policy:

    • Spitz Groom reserves the right to apply a soft muzzle or safety collar if deemed essential for the physical safety of the dog or handler.

    • Animals unused to muzzling may struggle or attempt to dislodge the equipment, creating a risk of self-inflicted friction rubs or nail damage. Spitz Groom is not liable for self-inflicted injuries resulting from safety restraints.

    • Owners of reactive dogs must implement home muzzle desensitisation protocols (guidance resources are available via our website).

  • Slip & Restraint Release: While compliant with Australian veterinary grooming safety restraint standards, erratic movements can occasionally result in slipping. Any physical incident will be documented and communicated immediately or upon collection depending on urgency.

  • Treats & Dietary Sensitivities: Spitz Groom utilizes single- and multi-protein training treats to facilitate positive reinforcement. Owners must declare all food intolerances. Spitz Groom is not liable for digestive upsets resulting from treat consumption.

  • Calming Aids: Natural or homeopathic calming remedies may be administered with owner consent. Spitz Groom assumes no liability for idiosyncratic or unexpected biological reactions.

  • Early Termination & Prorated Billing: If an animal exhibits uncontrollable aggression, extreme panic, or severe cardiac/respiratory distress, Spitz Groom reserves the right to cease the groom immediately. In such cases, the owner will be billed on a prorated basis for the actual time spent handling and calming the animal up to the point of cessation, alongside any sanitisation or equipment replacement charges.

6. Emergency Veterinary Care

  • Authorisation of Treatment: In the event of an urgent medical emergency, Spitz Groom is granted express authority to seek prompt medical intervention from licensed veterinary professionals.

  • Financial Responsibility: All veterinary diagnostics, medications, clinical treatments, and associated transport expenses remain the sole financial obligation of the booking holder.

  • Designated Veterinary Facilities:

    • Primary Partner Clinic:

      Fitzroy Veterinary Hospital

      📍 113–115 Scotchmer Street, Fitzroy North VIC 3068

      Operating Hours: Mon–Fri 8:00 AM – 8:00 PM | Sat 9:00 AM – 4:00 PM | Closed Sundays

    • After-Hours / Emergency Partner Clinic:

      CARE Veterinary Hospital

      📍 5 Hood Street, Collingwood VIC 3066

      Operating Hours: 24-Hour Emergency Care

7. Matted Coats & Double-Coated Breeds

  • Owner Permission & Humane Welfare: Spitz Groom prioritises the welfare and physical comfort of the animal above all else. However, Spitz Groom will always seek owner permission prior to shaving out any significant matting. If dematting cannot be achieved safely and humanely without causing pain, distress, or skin trauma, and permission to clip is refused by the owner, the groom will be ceased immediately. In this scenario, the appointment will be billed on a prorated basis for the time spent up to that point.

  • Underlying Complications & Irritation: Severe matting traps bacteria, restricts circulation, and pulls tight against dermis layers. Removal may reveal underlying issues such as clipper burn, hematomas, localized redness, fungal infections, or parasite nests. Spitz Groom accepts no legal liability for post-shave irritations, clipper rash, or self-inflicted scratching resulting from the removal of matted fur.

  • Double-Coated Breeds & Post-Clipping Alopecia (PCA):

    • Clipping double-coated breeds (including Spitz breeds, Pomeranians, Samoyeds, Huskies, and Chows) damages natural thermoregulation and coat architecture.

    • The booking holder explicitly assumes all risks regarding Post-Clipping Alopecia (PCA), coat funk, textural changes, patchy regrowth, or failure of the coat to re-grow. Spitz Groom carries zero liability for permanent follicular disruption or aesthetic changes resulting from coat removal authorized by the owner.

  • Additional Labour Billing: Extended dematting, line-combing, or specialized coat repair work will be billed at the standard hourly rate.

  • Home Maintenance Obligation: The booking holder is solely responsible for maintaining coat hygiene and knot-free maintenance between salon appointments.

8. Personal Belongings & Property

  • Collars, leads, harnesses, apparel, and transport crates left in the salon are stored at the owner's risk.

  • Spitz Groom accepts no responsibility for accidental loss, destruction, or chewing damage to personal items brought into the facility.

9. Media Release & Intellectual Property

  • Capture of Media: The booking holder grants Spitz Groom permission to capture photography and video recordings of their pet during grooming and day-stay sessions.

  • Promotional Use: Media may be utilized for marketing campaigns, educational tutorials, printed materials, website content, and social media platforms (including Instagram, Facebook, and TikTok).

  • Ownership: All visual material remains the exclusive intellectual property of Spitz Groom in perpetuity, without royalty or compensation owed to the booking holder. Owners wishing to opt out must provide written notice prior to drop-off.

10. Privacy & Data Handling

  • Personal contact records, payment data, and pet health profiles are gathered, handled, and stored in compliance with the Privacy Act 1988 (Cth) and Spitz Groom’s Privacy Policy.

  • The full Privacy Policy can be accessed at:

    🔗 https://spitzgroom.com.au/pages/privacy-policy

11. Dispute Resolution & Customer Complaints

  • Notification Window: Any concerns or dissatisfaction regarding a completed groom must be submitted in writing within 3 days (72 hours) of the appointment time.

  • Submission Protocol: Formal concerns containing clear photographic documentation must be transmitted directly to:

    ✉️ hello@spitzgroom.com.au

  • Resolution Pathway: Spitz Groom is committed to addressing issues promptly and in good faith. Remedial grooms or partial adjustments may be scheduled at the salon’s discretion.