Special Care Grooming Terms & Conditions

Please read carefully before booking. By booking an appointment with Filicious Pet Service - Special Care Grooming, you confirm that you have read, understood, and agreed to the terms below.

1. Booking & Card on File

  • All bookings require a valid credit/debit card to be kept securely on file in order to confirm and secure your appointment.
  • Your card will not be charged at the time of booking.
  • Your card will only be charged in the event of a No-Show or Late Cancellation, as outlined in Sections 2 and 3 below.

2. Cancellations & Rescheduling

  • We require a minimum of 24 hours' notice to cancel or reschedule an appointment without charge.
  • Cancellations or reschedules made less than 24 hours before the appointment will be considered a Late Cancellation and will be charged the full price of the booked service to the card on file.

3. No-Shows

  • Failure to attend a booked appointment without prior notice will be treated as a No-Show.
  • No-Show appointments will be charged the full price of the booked service to the card on file.

4. Arrival Time & Grace Period

  • Please arrive on time for your scheduled appointment.
  • There is no grace period. Appointments do not carry a 15-minute allowance for late arrival.
  • Your appointment time starts at the originally booked time, regardless of your actual arrival time.
  • Arriving late will not extend the length of your appointment. Any time lost due to late arrival will be deducted from the grooming session.

5. Appointment Duration & Extra Time

  • Each appointment is scheduled for a set duration based on the service booked.
  • If additional time is required to complete the groom (e.g. due to matting, pet behaviour, or condition of the coat), one of the following will apply, at the groomer's discretion:
    • Extra time will be charged at our standard hourly/additional-time rate; or
    • The service will be shortened/adjusted to fit within the originally scheduled time.
  • Groomers will make reasonable efforts to notify you if additional time or charges are needed, where possible.

6. Grooming Style & Approach

  • All grooming is carried out based on the dog's lifestyle, health condition, and behavioural reaction on the day, as assessed by our groomers.
  • We do not take specific style requests. The groomer will determine the most appropriate cut, length, and handling approach to ensure the safety and wellbeing of the pet.
  • This approach is in place to prioritise the pet's comfort and safety over cosmetic preference, particularly for pets requiring special care.

7. Special Care Grooming – Risk Acknowledgment & Waiver

Filicious Special Care Grooming provides grooming services for pets with special needs, including but not limited to senior pets, pets with medical conditions, anxious or reactive pets, pets with mobility issues, or pets requiring extra caution and handling.

By booking a Special Care Grooming appointment, the pet owner/guardian acknowledges and agrees to the following:

  • Grooming a pet with special needs, age-related conditions, medical conditions, or behavioural issues carries inherent risks, including but not limited to stress, minor injury, aggravation of existing conditions, illness, or in rare cases, death.
  • These risks may occur despite the reasonable skill, care, and precautions taken by our groomers.
  • The owner/guardian confirms they have disclosed all relevant medical conditions, behavioural concerns, medications, allergies, and special needs of their pet prior to the appointment.
  • The owner/guardian voluntarily accepts these risks and releases and waives Filicious Special Care Grooming, its owners, staff, and groomers from liability for any injury, illness, or death that may occur during or as a result of the grooming service, except in cases of gross negligence or wilful misconduct.
  • In the event of an emergency during grooming, Filicious Special Care Grooming will make reasonable efforts to contact the owner and/or seek appropriate veterinary care, at the owner's expense, before or in parallel with attempting to reach the owner.
  • At the groomer's discretion, the owner/guardian may be required to remain on-site for the duration of the groom, particularly for pets with medical conditions, high anxiety, mobility issues, or behavioural concerns, to assist with handling, comfort, or emergency decision-making as needed.

8. Photos & Videos

  • Filicious Pet Service may take photos or videos of pets during their appointment for record-keeping and marketing purposes.
  • No identifiable owner faces will be shown in any photo or video used for marketing.

9. Grooming Frequency

  • To maintain coat condition and overall health, all dogs must be groomed within 3.5 months, unless otherwise advised by Ryohei.
  • If a Special Care Grooming client does not visit within this 3.5-month window, a new consultation will be required before the next appointment can proceed.
  • Following consultation, if Ryohei confirms that Special Care Grooming is required for the dog, we will not accept standard grooming bookings for that dog going forward, for the dog's health and safety.

10. General

  • Filicious Special Care Grooming reserves the right to refuse or discontinue service if a pet's health, behaviour, or condition poses a safety risk to itself, other pets, or staff.
  • Prices, policies, and these Terms & Conditions may be updated from time to time. The version in effect at the time of booking will apply.

Acknowledgement:

By providing your card details and confirming your booking, you acknowledge that you have read, understood, and agree to these Terms & Conditions, including the No-Show/Late Cancellation policy and the Special Care Grooming risk waiver.