Grooming Terms & Conditions

All grooming services are by appointment only. Please book online through our booking system or contact us if you need help choosing the correct service.

Please make sure the service you select is suitable for your pet's size, coat condition and grooming needs. If you are unsure, please contact us before booking.

Please arrive on time for your appointment.

If you are more than 30 minutes late, we may need to cancel or reschedule your appointment. A cancellation or no-show fee may apply.

If you need to cancel or reschedule your appointment, please let us know as early as possible, preferably at least 24 hours before your appointment.

Repeated late cancellations or no-shows may require a deposit or full prepayment for future bookings.

We will contact you when your pet is ready for pick up.

Please pick up your pet within 60 minutes after receiving our notification unless another arrangement has been made.

Late pick-up may incur an additional fee, as we need to provide extra care and space for your pet and prepare for other appointments.

Please do not arrive to pick up your pet before we notify you. Some pets may become excited or stressed if they see their owner before the groom is finished, which may affect the final result.

Your pet's safety and wellbeing are our priority.

Owners must inform us before the appointment if their pet has any history of aggression, biting, anxiety, fear, injury, medical conditions, or sensitivity to grooming.

We reserve the right to refuse, stop, or cancel a grooming service at any time if we believe the pet may be too stressed, unwell, aggressive, unsafe to groom, or may cause injury to itself, other pets, customers, or our staff.

If a grooming session needs to be stopped for safety or welfare reasons, the owner may still be charged for the work completed up to that point.

For safety, all dogs must arrive on a secure leash or harness.

Please keep your dog under control while entering and leaving the salon.

All cats must arrive in a secure cat carrier or cage.

For safety reasons, cats must not be carried in arms or brought into the salon without a secure carrier.

It is the owner's responsibility to make sure their pet is up to date with vaccinations, flea prevention and worming treatment.

Please do not bring your pet to the salon if they are sick, contagious, coughing, vomiting, have diarrhoea, have an untreated skin condition, or show signs of illness.

If we believe your pet is unwell or not suitable for grooming on the day, we may refuse or reschedule the appointment.

Please ensure your pet is free from fleas, ticks and other parasites before attending the salon.

If fleas or ticks are found during grooming, additional treatment, cleaning or handling fees may apply. In some cases, we may need to stop the grooming service and ask you to collect your pet.

Matted coats require extra time, care and handling.

Severe matting can be painful and may hide skin irritation, redness, sores, parasites or other skin problems. Removing matting may cause irritation, redness, small nicks, cuts, abrasions or discomfort, especially when the matting is close to the skin.

If your pet is heavily matted, we may recommend shaving the coat short for your pet's comfort and welfare. We will not perform excessive painful dematting.

Additional charges may apply for matted coats, dematting, shave-downs, or extra grooming time.

By booking a grooming appointment, you acknowledge and accept the risks involved with grooming a matted coat.

Senior pets and pets with medical conditions are groomed with extra care. However, grooming may be more stressful for elderly or medically sensitive pets.

Owners must inform us of any medical issues, injuries, allergies, skin conditions, heart conditions, seizures, breathing problems, previous surgeries, or other concerns before the appointment.

We may adjust, shorten, stop or refuse the grooming service if we believe it is in the best interest of your pet.

In the unlikely event of an accident, injury, illness or emergency during grooming, we will attempt to contact the owner immediately.

If urgent veterinary care is required and we cannot reach the owner, you authorise Ace Pet Grooming Salon to seek professional veterinary attention for your pet.

All veterinary costs are the owner's responsibility.

Prices may vary depending on your pet's breed, size, coat condition, coat length, matting, behaviour, grooming frequency and service requirements.

Online prices are a guide only unless confirmed by us.

Extra charges may apply for: matted coats; difficult or anxious pets requiring extra time; fleas or ticks; extra dirty coats; oversized pets; special styling; additional brushing, deshedding or handling time.

Full payment is required at the time of collection unless prepaid online.

We reserve the right to request a deposit or full payment before future appointments, especially after repeated cancellations, late arrivals or no-shows.

We always try our best to achieve the requested style. However, the final result depends on your pet's coat condition, coat length, matting, behaviour, grooming history and what is safe and comfortable for your pet.

For matted or poorly maintained coats, comfort and safety will come before appearance.

If you are unhappy with any part of the groom, please let us know as soon as possible, preferably at pick-up or within 48 hours, so we can discuss whether an adjustment is possible.

We may take photos or videos of pets before, during or after grooming for salon records, social media, website, marketing or educational purposes.

If you do not want your pet's photo or video to be used, please let us know before or during the appointment.

Owners are responsible for providing accurate information about their pet's health, behaviour, grooming history and condition.

Owners are also responsible for any injury, damage or cost caused by their pet, including bites, injuries to staff or other pets, damage to salon property, or emergency veterinary costs.

Ace Pet Grooming Salon may update these Terms & Conditions at any time. The latest version will be available on our website.