Our Policies & Agreement
Our priority is to keep our clients and staff safe and happy, this is why we have policies in place. We do not have these policies to be rude or degrading. Please read over and sign prior to your appointment.
CLIENT AGREEMENT
Medical
I agree:
To inform Woof Avenue of any previous or current medical issues, injuries or concerns of my pet.
To present my pet in good health and ensure they have all required vaccinations.
To allow Woof Avenue to seek medical advice in regards to my pet. Whether I am present or not.
That all medical expenses are my responsibility including the cost for all veterinary expenses.
That Woof Avenue may cease a service if my pet is presenting any concerning medical or psychological issues.
To inform Woof Avenue of any injuries/illnesses that may have occurred during the service, which requires veterinary care no later than 48 hours after the grooming appointment.
To provide receipts of veterinary expenses for Woof Avenue if injury occurred during the service.
To allow Woof Avenue to contact the Veterinary practice to confirm these expenses.
That my dog is up to date with all vaccinations or titre testing.
That my dog is up to date with flea, tick, and worm prevention.
I agree to not present my dog in season and understand they will not be accepted for grooming.
I understand:
That Woof Avenue may cease a service if my pet is presenting any concerning medical or psychological issues.
I will not hold Woof Avenue responsible for the following:
Accidental injury or death of my pet due to pre-existing conditions or circumstances outside of Woof Avenues control.
Stressful effects that grooming may have on elderly or unwell pets.
Hazards:
I understand:
That Woof Avenue has in place many safety protocols for my dog and staff.
That grooming equipment is sharp and hazardous, and despite safety protocols accidents can occur.
Matted/Neglected coats
I understand:
That Woof Avenue does not believe in dematting a pet. This process is very painful, stressful and can cause injury. The main concerns of injury include, but are not limited to: cuts, bruising and haematomas.
My dog may be clipped short for its welfare if it is matted upon arrival.
A fee may be charged depending on the severity of the matting.
I allow:
Woof Avenue to clip my pets coat short due to matting. I understand that this procedure may cause injury to my pet for which Woof Avenue will not be held responsible.
*Extra charges may apply
Parasites
All pets must be up to date with flea, tick and worm prevention. We do not groom any dog with parasites. Every dog will be checked over and will be sent home if they present with parasites even if groom is incomplete.
I agree:
That my dog is up to date with flea, tick, and worm prevention.
To cover any costs required to remove any parasites from Woof Avenues property and other clients.
To not present my dog with fleas to Woof Avenue.
I understand:
That Woof Avenue do not groom dogs with parasites and that my dog will be turned away if parasites are present.
*Extra charges may apply
Behavioural Issues
I understand:
That Woof Avenue can refuse/stop grooming my dog if it shows any signs of aggressive behaviour or could be a risk of injury to itself, other clients or staff.
That Woof Avenue do not cater for excessive barking and may refuse a booking if my dogs volume may disturb surrounding businesses.
I agree:
To allow my dog to be muzzled if necessary.
Reactions to products:
I understand:
That Woof Avenue use only high quality products on your dog however there is always a risk that (through no fault of our own) a dog may have a skin reaction/irritation from something we use.
I agree:
To inform Woof Avenue of any and all skin /allergy issues that my dog/s has or have had in the past.
To provide Woof Avenue with an alternative shampoo if i am concerned about my dog’s sensitivity to in store products.
To inform Woof Avenue If my dog does have a reaction to in store products ASAP so Woof Avenue can add this to my dogs profile.
Dryer Seizures
I understand:
That there is a risk seizures may occur during blow drying, particularly in elderly or epileptic pets. Woof Avenue will stop drying and air dry my dog if he/she shows signs of seizing.
This may impact the groom quality as Woof Avenue will only proceed with a welfare groom.
Elderly Dogs
I understand:
That any grooms performed on elderly pets is completed purely for the dogs welfare. Woof Avenue will not risk any dogs welfare for a high quality groom.
That a welfare groom is done purely for comfort and that it may not be up to salon standards.
Puppies
I understand:
That puppies or wriggly dogs may not have top quality styled grooms, however best efforts will be made.
That Woof Avenue prioritises positive experiences, desensitisation and comfort of my dog.
Double coat shave down:
I understand:
That Woof Avenue does not recommend proceeding with shaving a double coated dog. I am aware of the associated risks (listed below) and if I choose to proceed I understand and accept that:
1. My dog’s coat may be damaged or in some cases not regrow.
2. My dog may require sunscreen to protect their skin from being sunburned.
3. Shaving may cause irritation and/or a rash.
4. A double coat acts as insulation in both warm and cold weather. Shaving may not help the dog to feel cooler.
5. Shaving does not reduce the amount of shedding, just the length of the fur that sheds
6. Depending on the dog’s coat type and the length requested, clipping down a double coat can look uneven and choppy.
Card on File:
I understand:
That Woof Avenue will never give away details of my card.
That this card will only be used to pay for appointments should an alternative payment method not be provided or requested, or to pay for the required deposit.
Deposits:
I understand:
That a $50 deposit is required to secure my booking time.
That Woof Avenue will issue an invoice following acceptance of my requested booking. Or, when a card is registered on file payment will be automatically taken from this upon booking confirmation.
That Woof Avenue will provide a refund of the paid deposit if I notify them prior to 24 hours of appointment time that I cannot attend.
I agree:
1. To pay the $50 within 24 hours of receiving the invoice link. I understand that Woof Avenue may cancel my appointment without notice if I do not pay the invoice within this 24 hour window.
2. To notify Woof Avenue of any issues regarding invoice payment.
3. That failure to cancel or reschedule my appointment up to 24 hours before appointment time forfeits deposit.
Drop off and pick up
I agree:
To ensure the entrance gate is closed on my way in and out of the salon for the safety of all dogs present.
To notify Woof Avenue if there is a change in person for pick up and to provide appropriate contact numbers.
I understand:
That without prior agreement I cannot drop off my dog/s more than 30 minutes before their appointment time.
That Woof Avenue will notify me when my dog/s are ready to be picked up and that for the safety of my dog i will not arrive prior to this notification. I will message Woof Avenue for an ETA instead.
I agree:
That if I arrive for pick up before my dog is finished being groomed I will not talk, make eye contact with my dog and will stay out of sight.
To sit quietly or step outside until a staff member notifies me to collect my dog.
I understand:
That this is to keep my dog safe - it is dangerous to work on an over excited dog.
That an overexcited or overstimulated dog may create a dangerous situation during its groom and that Woof Avenue reserves the right to end a grooming session even prior to finishing if unsafe to continue.
I will be charged for the full service fee.
Late Pick Up:
I agree:
To pick up my pet within 45 minutes of receiving the "ready for pick up text". Failure to pick up in this time frame may incur a late pick up fee. If I cannot make it back within this time frame I agree to inform Woof Avenue prior to my appointment.
*Extra fees may apply.
Grooming timeframe:
When dropping off your pet, you will be advised of the timeframe we anticipate for completion of services. Please keep in mind that grooming can be time consuming and an unpredictable process depending on pet’s behaviour, condition of the coat and client arrival times etc.
I understand:
That Woof Avenue will do their best to adhere to approximated completion times, however factors outside of their control can influence the length of the grooming process.
That a typical pet groom can take 3-4 hours and 4-5 hours during peak periods to be completed. This is to ensure all dogs in Woof Avenues care are given adequate breaks during their appointment, Staff do not rush and they take pride in their grooms.
External factors can sometimes impact Woof Avenues schedule which may put them behind.
My dog is in great hands while in Woof Avenues care.
Early Pick Up:
I understand:
Woof Avenue cannot guarantee appointments will be completed at a specific time. Every effort will be made to do so if notice is given prior to the appointment.
I agree:
Not to pressure Woof Avenue staff to rush through my dogs groom.
To request early pick up prior to my appointment time if necessary.
Toileting
I agree:
To arrive 10 minutes prior to my appointment to allow my dog to toilet in surrounding grassed areas before its groom.
I agree to clean any messes/faeces my dog makes between the car and salon and during a toilet walk.
I agree to inform Woof Avenue if my dog has toileted and I do not have appropriate cleaning equipment.
No Show/Cancellations
I agree:
- To notify Woof Avenue with at least 24 hours notice if i can’t make my appointment for any reason.
I understand:
That failure to inform Woof Avenue of this may result in loss of deposit or a cancellation fee.
That appointments will be cancelled if I am more than 10 minutes late. * Unless prior notice has been given.
Satisfaction
I agree:
To inform Woof Avenue within 48 hours of a groom if I am not satisfied with the service or product I was provided. This will allow Woof Avenue to amend any grooming issue I may have.
Photos
I agree:
To allow Woof Avenue to photograph my pet before, during and after their service, which may be used for social media, client records and advertisement materials.