Grooming Terms & Conditions

About Filicious Pet Services Pty Ltd

These Terms and Conditions govern the provision of dog grooming and related pet services by Filicious Pet Services Pty Ltd ("we", "us", "our"), operating primarily in Lindfield, Sydney, NSW, Australia.

Definitions

"Client", "you", or "your" refers to the owner of the dog or the authorised agent presenting the dog for services. "Dog" or "Pet" refers to the animal presented for grooming. "Services" includes all offerings provided by Filicious Pet Services Pty Ltd, including but not limited to grooming, bathing, clipping, nail trimming, deshedding, styling, spa treatments, and retail sales.

Acceptance of Terms

By requesting an appointment, booking online, contacting us through phone or social media, or presenting your dog at our premises or mobile grooming service, you acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions.

Services Covered

Our Services include, but are not limited to:

  • Professional dog grooming
  • Day care services
  • Grooming for senior, anxious, or special-needs dogs
  • Retail product sales

Eligibility and Client Authority

By presenting a dog for Services, you warrant that:

  • You are the legal owner of the dog
  • You accept full financial and legal responsibility for the dog while in our care
  • Our Services are intended for adult clients. If a minor drops off a dog, prior authorisation from the adult account holder is required
  • If a person other than the owner presents the dog for Services, prior authorisation from the legal owner is required. Any grooming style, coat length, or cutting instructions provided by the authorised person will be followed

Pet Health & Vaccination Requirements

Pets are accepted for grooming only under the following circumstances:

  • The pet is fit and healthy enough to undergo grooming
  • Grooming elderly, infirm, anxious, or aggressive pets is undertaken at the owner's risk
  • Grooming may expose or aggravate pre-existing health or skin conditions. Filicious Pet Services Pty Ltd cannot be held liable for underlying conditions discovered during or after grooming
  • Vaccinations, including rabies where legally required, must be current unless otherwise discussed with management
  • Owners must disclose any medical conditions, injuries, sensitivities, behavioural concerns, or bite history before the appointment

Bite History & Non-Disclosure

Clients must disclose any history of biting, aggression, or dangerous behaviour prior to the appointment. Where a dog shows signs of aggression, we reserve the right to require the use of a muzzle or other safe handling equipment, or to refuse or discontinue the Service. If a client fails to disclose known bite history or aggressive behaviour and this results in injury to staff, other animals, or property, the client will be held responsible for all resulting costs (including medical, veterinary, and any other associated expenses) and no refund will be provided for the Service.

Humane Treatment and Animal Welfare Commitment

We are committed to humane handling and operating in accordance with applicable animal welfare obligations in New South Wales.

We reserve the right to refuse, stop, or modify any Service if, in our reasonable opinion:

  • The process may cause undue stress, pain, or suffering to the dog, or
  • The dog presents a safety risk to itself or staff

The welfare of the dog and safety of our staff always take priority over cosmetic outcomes.

Indemnity for Damage or Injury Caused by Your Dog

You agree to indemnify and hold harmless Filicious Pet Services Pty Ltd, its staff, and contractors against any claims, costs, damages, or losses arising from injury, damage, or harm caused by your dog to any person, another animal, or property while in our care.

Personal Information

Filicious Pet Services Pty Ltd collects and handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Personal information collected (including contact details, booking history, and dog information) is used for internal record-keeping, appointment and contact purposes, and marketing communications.

Information may be shared with trusted third-party service providers where reasonably necessary for business operations, such as booking software, payment processors, and communication platforms. We do not sell personal information to third parties. Clients may opt out of marketing communications at any time by contacting us directly.

Regular Grooming Requirement

To maintain coat health, welfare, and service consistency, all clients are required to maintain regular grooming schedules. If a dog has not been groomed within 3.5 months (14 weeks), the client's regular booking status may be deactivated, and the dog may be treated as a new or non-regular client. Rebooking may be subject to availability, reassessment, and updated pricing or conditions.

No Fancy Cut Policy

Filicious prioritises your dog's well-being and health. We provide natural grooming styles only.

We do offer some basic breed cuts, e.g. Schnauzer, Airedale, Cocker Spaniel, Poodle face, Bichon, etc. If you are requesting a specific breed show cut or a service focused on the shape of the cut, our services may not meet your requirements.

Additionally, we may accept some special requests to match your dog's style.

Photo & Media Consent

By using our services, you agree to let us take photos of your dog for internal grooming record purposes. Separately, you may also consent to your dog's photos being used for social media and marketing purposes. Clients who do not wish for their dog's photos to be used on social media or in marketing may opt out at any time by notifying us directly; internal grooming record photos will still be taken regardless of this preference.

Veterinary Care & Emergencies

In the event of an emergency, illness, injury, or medical concern during the grooming process:

  • A Veterinary Treatment Authorisation Consent form must be signed before the first appointment
  • Clients must remain contactable by phone at all times while their dog is in our care. Failure to respond may result in us proceeding with decisions considered necessary for the welfare and safety of the dog
  • Clients are encouraged to provide details of their preferred veterinarian prior to the appointment. Where reasonably possible, we will attempt to contact or attend the nominated veterinary clinic
  • All veterinary expenses incurred are the responsibility of the owner

Pricing, Quotes & Variable Charges

All prices quoted online, over the phone, through social media, or in advertising are estimates only unless expressly confirmed in writing.

Final pricing is determined after assessment of:

  • Breed and size
  • Coat condition and matting
  • Behaviour and handling requirements
  • Time required to complete the Service
  • Special care or additional cleaning requirements

Additional charges may apply for:

  • Severe matting
  • Deshedding
  • Difficult handling or aggression
  • Special handling requirements
  • Additional grooming time
  • After-hours requests

We will advise clients of significant additional charges before completion of the Service.

Payment Terms

Payment is due in full at the time of Service unless otherwise agreed in writing. We accept cash or cards. A deposit may be required to secure certain bookings. Repeated non-payment or failed payment may result in refusal of future bookings until outstanding amounts are settled.

Price Changes

Filicious Pet Services Pty Ltd reserves the right to change or increase prices for Services and retail products at any time without prior notice. The price applicable to a booking will be the price in effect at the time the Service is provided or the product is purchased.

Grooming Services & Coat Care

Nail trimming and ear cleaning are included where safely possible.

Services may be declined or discontinued if the process becomes unsafe or excessively stressful for the dog or groomer.

Filicious Pet Services Pty Ltd reserves the right to use appropriate restraint methods necessary for safe grooming.

Matting Policy & Informed Consent

De-matting is painful, stressful, and may cause injury to a dog.

If a coat is severely matted:

  • We will not subject the dog to excessive brushing or de-matting
  • The humane option may require clipping or shaving beneath the matting

You acknowledge and accept that:

  • Clipping a heavily matted coat may expose pre-existing skin issues, sores, bruising, parasites, hot spots, hematomas, or irritations
  • There is an increased risk of cuts, nicks, or irritation due to skin being hidden beneath matting
  • The groom may dramatically alter your dog's appearance

By proceeding with grooming, you provide informed consent for necessary coat removal procedures.

Additional charges apply for severely matted coats due to additional labour, time, and equipment wear.

Appointment Times & Late Arrivals

Clients are expected to arrive on time for both drop-off and collection.

A late fee will apply if clients are more than 15 minutes late for drop-off or pick-up.

Excessive lateness may result in the appointment being shortened, rescheduled, or cancelled at management discretion.

Definition of "Shortened Service"

If an appointment is shortened due to lateness, the service will be adjusted at management discretion based on the remaining available time. This may include:

  • Bath & hygiene service only (where applicable)
  • Face, feet, and sanitary areas only
  • Nail trim only (if time permits)
  • Light tidy of visible areas only (no full body styling)
  • Full body haircut may be omitted
  • De-matting or detailed coat work may be excluded
  • Styling instructions (if any) may not be fully completed

The final service provided will prioritise the safety, welfare, and time constraints of the groomer and animal.

All shortened services are still charged at the booked service rate.

Cancellations & Rescheduling

Cancellations or rescheduling requests made less than 24 hours before the appointment will incur a fee.

No-shows or repeated late cancellations may require prepayment (50% or full payment) or result in refusal of future bookings.

In cases of emergencies, severe weather, or exceptional circumstances, management may waive fees at its discretion.

No-Show Policy

A "no-show" occurs when a client fails to attend an appointment without notice.

Filicious Pet Services Pty Ltd reserves the right to:

  • Charge up to the full grooming fee for missed appointments due to lost booking time and revenue
  • Refuse future appointments for repeat no-shows or unreliable attendance

Uncollected Dogs

If a dog is not collected within a reasonable time after the completion of the Service, additional daycare or holding fees may apply for each extra hour or day the dog remains in our care. If a dog remains uncollected for an extended period without contact from the client, we reserve the right to contact emergency contacts, the nominated veterinarian, or relevant authorities as necessary for the welfare of the dog.

After-Service Policy

If you are dissatisfied with the grooming result or service provided, you must notify us within 24 hours of the appointment or collection time. Concerns raised after 24 hours may not be accepted, as conditions outside our salon environment cannot be verified once the pet has left our care.

Please note, we do not accept complaints relating to:

  • Personal grooming or beauty preferences
  • Uneven or patchy coat results caused by matting, coat condition, or humane welfare shaving requirements
  • Water in ears or eyelash-related concerns
  • Any injury or damage that did not occur during grooming

All concerns will be assessed by management, and we reserve the right to determine the appropriate resolution.

No refunds will be provided. Where applicable, store credit may be offered at management discretion.

Special Care

For dogs requiring special care, behavioural management, or additional handling support during grooming, the client may be required to remain present during the appointment. This includes (but is not limited to):

  • Dogs with anxiety or severe stress responses
  • Dogs with aggression or handling difficulties
  • Dogs requiring sedation-free close supervision
  • Dogs with known medical or mobility concerns requiring extra assistance

If management or groomers determine that client presence is required for safety or welfare reasons, the appointment may not proceed without the client remaining on-site. Failure to comply with this requirement may result in the appointment being shortened, rescheduled, or cancelled at management discretion. All decisions are made with the primary focus on the safety and welfare of the dog and staff.

Personal Property & Accessories

While reasonable care is taken with collars, leads, carriers, clothing, and accessories left with your dog, Filicious Pet Services Pty Ltd is not responsible for loss or damage to personal items. We recommend removing valuable accessories before appointments.

Retail Sales & Product Returns

Retail products purchased through Filicious Pet Services Pty Ltd are subject to the consumer guarantees under the Australian Consumer Law. Faulty or defective products may be returned in accordance with these guarantees. Change-of-mind returns are at management's discretion and may require the product to be unused and in its original packaging. Proof of purchase is required for all returns.

Right to Refuse Service

Filicious Pet Services Pty Ltd reserves the right to refuse or discontinue Services at any time for reasons including, but not limited to:

  • Aggressive or dangerous behaviour
  • Health or welfare concerns
  • Parasite infestations
  • Unsafe working conditions
  • Inappropriate client conduct
  • Repeated no-shows or policy breaches

Limitation of Liability

To the maximum extent permitted by law:

  • Filicious Pet Services Pty Ltd is not liable for any indirect, incidental, or consequential loss arising from grooming Services
  • Nothing in these Terms excludes rights or remedies available under the Australian Consumer Law
  • Filicious Pet Services Pty Ltd is not responsible for injury, damage, or pre-existing conditions that did not arise from the grooming service provided, including conditions present before the appointment or arising after the dog has left our care.

Force Majeure

Filicious Pet Services Pty Ltd is not liable for any failure or delay in providing Services caused by circumstances beyond our reasonable control, including extreme weather, natural disasters, public health emergencies, staff illness, or other events of force majeure. Affected appointments will be rescheduled where reasonably possible.

Amendments to These Terms

Filicious Pet Services Pty Ltd reserves the right to update or amend these Terms and Conditions at any time. The version of the Terms in effect at the time of booking will apply to that appointment. Continued use of our Services constitutes acceptance of the then-current Terms.

Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, that provision shall be severed, and the remaining provisions shall continue in full force and effect.

Governing Law

These Terms and Conditions are governed by the laws of New South Wales, Australia. Any disputes arising from these Terms shall be subject to the jurisdiction of the courts of New South Wales.

By booking or attending an appointment with Filicious Pet Services Pty Ltd, you acknowledge that you have read, understood, and agreed to these Terms.