Terms & Conditions
Terms of Trade
Tangled Pet Grooming is committed to providing your pet with the best service. This Agreement represents the Terms & Conditions covering all Services offered by Tangled Pet Grooming. This Agreement is entered into by and between the dog owner and Tangled Pet Grooming when use our services.
Tangled Pet Grooming takes every consideration to assure your pet’s safety, comfort and wellbeing is met while in our care, however, animals are innately unpredictable and therefore there is no guarantee accidents can always be avoided. Every effort will be made to make your pet’s grooming experience as stress free and pleasant as possible.
By accepting our services, the owner of the pet is agreeing to and accepts the Terms and Conditions set out below.
Medical Conditions
The dog owner must advise Tangled Pet Grooming of any medical, sensitivities, physical, or emotional issues and inform new conditions as they arise. Owners give permission for Tangled Pet grooming to contact their dog’s Vet Clinic and discuss and their clinical history or related matters.
Fleas
We take fleas in our salon very seriously, especially the possibility of spreading fleas to other customer’s pets. Tangled Pet Grooming reserves the right to refuse to groom your pet if it is found to have an excessive flea infestation. If your pet is found to have fleas, your pet will be bathed immediately with a flea shampoo treatment and a Capstar flea treatment tablet will be given. This cost will be added to the overall grooming service price. This treatment and cost is non-negotiable. If your pet has an excessive flea burden, you will be asked to collect your pet and an additional charge of $50 will be added to the price of the groom to contribute to the cost of fumigating the salon.
Sensitive/ Dangerous/ Aggressive Pets or Behavioural Issues
Tangled Pet Grooming looks to tailor our services to every pet, no matter their temperament, in a safe manner for your pet and the groomer’s safety. Owners must inform Tangled Pet Grooming if your pet bites, is aggressive, unpredictable and/or has shown any behavioural issues to their immediate family, groomers or members of the public. We will make every attempt to groom uncooperative pets, but we may not be able to complete grooming on pets that pose a threat to themselves, or the groomers. Pets that show any kind of aggression may be muzzled and/or require additional restraints for their safety as well as the safety of the groomer. If the groom cannot be completed in severe cases, the groom will be charged for accordingly and the Owner must pay in full at collection. A handling fee will be charged for the extra time added to the grooming service due to pet’s uncooperative behaviour. Due to our affiliation with the vet clinic, Town & Country Vet, we can work with Owners and their uncooperative pet to find a better solution to grooming that is safe for their pet and the groomer.
In the event of a serious attack or injury caused by the Owner’s pet(s) on a person(s), the Owner understands and accepts that Tangled Pet Grooming must give out their personal details and report their pet’s behaviour or conduct to the appropriate local authorities.
Vet Care & Liability
The Owner agrees that if the pet has a reaction, becomes ill, injured or displays any signs of behaviour that would reasonably suggests, in the opinion of Tangled Pet Grooming, requires medical attention, Tangled Pet Grooming is authorised to engage a Veterinarian (the Owners Vet will be engaged if possible, but in case of Emergency the nearest vet’s services will be sought) and administer medicine as directed by the same. Owner agrees to be fully responsible for the cost of any vet bills and for the cost of any transportation for the purposes of such treatment. All costs incurred will be paid by the Owner to the corresponding vet and any outstanding cost to Tangled Pet Grooming will be paid within 7 days related to the event.
Vaccinations
To maintain a safe environment, we require all dogs to be current on their vaccinations, which include Distemper, Hepatitis, Parvovirus, Leptospirosis and Kennel Cough and cats for their F3 vaccination. All pets need to wait at least 48 hours after shots before a visit.
Puppies and Kittens must have had all their puppy and kitten booster vaccination and waited at least 48 hours after their final booster to come to Tangled Pet Grooming.
Owners will take full responsibility of costs and consequences of their pet which are not fully vaccinated and get sick.
Socialisation
Our goal is for your pets to enjoy their grooming experience in a safe environment. The grooming staff reserves the right to crate any pet if they feel it is necessary for the wellbeing of your pet or other pets in the salon. Please understand when working with animals, accidents can occur, however every precaution is taken to ensure the safety and relaxation of all pets whilst in the salon.
Knotted or Matted Coats
Pets with matted coats need extra care and attention and more time is needed to navigate the risk. These coats are time consuming and require a process with specific products, tools, skill and patience.
The Owner understands that there is a risk of injury and/or skin irritations involved when dealing with matted coats and if the determination is made that your pet cannot comfortably and safely be de-matted then an alternative service will be advised. In a case where you do not want the pet shaved down to regrow the coat then the Owner agrees to and agrees to pay fees for alternative De-matting Service. A de-matting fee will be charged for any de-matting or time taken to remove a pelted/matted coat.
After effects of mat removal can include but not limited to clipper irritation, self-inflicted skin irritation (licking/chewing), abrasion, hematomas, nicks, cut, abrasions and failure of the coat regrowing. The Owner takes full responsibility and Tangled Pet Grooming has no liability with costs associated with any conditions or side effects. Prevention is the best defence against matting by scheduling regular grooming and maintenance brushing/combing at home if needed.
Appointment Cancellation
We require a minimum of 48 hours’ notice for cancellation of your grooming appointment. A $30 cancellation fee will apply to appointments which are cancelled within 48 hours and no shows. Chronic cancellations, which include two cancellations of this sort or more, will result in a deposit of 50% of the service fee that is non-refundable or Tangled Pet Grooming reserves the right for the inability to book future appointments.
Communication
In engaging with Tangled Pet Grooming Owners agree to be contacted by Tangled Pet Grooming via phone, text message, post, email and messaging apps such as Facebook messenger.
Use of personal information
Tangled Pet Grooming only use personal information provided to us for the purpose of:
communicating with you, including, for example but not limited to, responding to your request for information or booking enquiry.
sending you the occasional newsletter or communication about our business services
improving the website or social media communication, and/or improving our products or services.
Media
Tangled Pet Grooming uses social media platform to engage with our customers and post pictures and videos on Facebook, Instagram, our website, and/or in advertising material. Owner agrees to allow Tangled Pet Grooming to use your pet’s name and any images or likeness of Owner’s pet taken while they are using any of Tangled Pet Grooming services. Photos and Videos can be in any form, used at any time, in any media, marketing, advertising, illustration, trade or promotional materials without compensation, and Owner releases to Tangled Pet Grooming all rights that Owner may possess or claim to such image, likeness, recording, etc.
Please expressly advise the groomer if you do not want your pet named or used on Tangled Pet Grooming’s social media platforms.
Personal Property
The Owner understands that the Owner is solely responsible for any harm, including to any other pet(s), to employees or guests of Tangled Pet Grooming, or to the equipment, facilities, or other property of Tangled Pet Grooming, caused by the Owner’s pet(s). The Owner also agrees that Tangled Pet Grooming shall not be responsible or liable for any lost of damaged personal property belonging either to the Owner or the Owner’s pet.
Pricing
Tangled Pet Grooming reserves the right to adjust prices at any time without prior notice and retains the right to correct any pricing or descriptive errors found in product listings or marketing materials. Customers are encouraged to review prices and terms regularly.
Discounts & Vouchers
Tangled Pet Grooming reserves the right to remove or adjust vouchers or discounts at any time without prior notice and retains the right to correct any pricing or descriptive errors found on marketing material used for this purpose. Tangled Pet Grooming reserves the right to specify the following conditions on all vouchers or discounts:
Validity Period – Tangled Pet Grooming can include an expiration date or determine a validity period. Where not specified the discount or voucher will expire within 6 months of the issue date.
Usage Limitations – only one discount or voucher can be used per transaction unless stated otherwise. Vouchers may be valid for single use only. Voucher and discounts are non-transferable and must be used by the intended person. Discounts cannot be applied to past purchases. Vouchers cannot be exchanged for cash or used to purchase gift cards. Tangled Pet Grooming reserves the right to determine if vouchers or discounts only apply to certain services or goods.
Right to Refuse – Tangled Pet Grooming reserves the right to decline any vouchers or discounts deemed to be fraudulent or not used according to the terms. Customers may be asked to provide proof of eligibility (eg, a form of identification such as driver’s license or passport).
Legal action – Misuse or abuse of vouchers (creating duplicates, reselling etc) may lead to cancellation of orders, refusal to serve, and/or legal action.
No Responsibility for lost vouchers – Tangled Pet Grooming is not responsible for lost, stolen or deleted vouchers.
Right to refuse
Tangled Pet Grooming reserves the right to refuse service to any individual or entity at our discretion. This policy ensures that we maintain a safe, respectful, and productive environment for both our customers and staff.
Conditions for Refusal:
Service may be denied under the following circumstances:
- Behavioral Issues: Any conduct deemed inappropriate, disruptive, or abusive towards staff or other customers.
- Fraudulent Activities: Attempts to engage in fraudulent or deceptive practices.
- Violation of Policies: Failure to comply with our established terms and conditions, including payment policies and safety regulations.
Payment
Payment for services must be made in full at the time of collection. Accepted methods of payment are MasterCard, VISA, EFTPOS and Cash.
Agreement Terms
This Agreement is valid for all subsequent visits to Tangled Pet Grooming for any services requested. However, the terms and conditions of this contract are subject to change without notice. It is recommended the Owner update themselves on each visit or via our website.