At The PetShop Grooming it is our intention to offer a stress-free grooming experience for you and your dog. To do this, please read the following:


Your Pet's safety and comfort are The PetShop and Grooming's priority. Please ensure your dog has been given the opportunity to be relieved and walked prior to the groom as this will ensure that they are not stressed or agitated and get the maximum level of enjoyment from their grooming experience. We will not perform any grooming procedure that causes any pain or a level of stress that we think is excessive. In some situations, this can include nail trimming.

Senior Dogs 

  •  For some senior dogs the grooming experience can be a stressful event for them. At The Petshop and Grooming we will try and make the experience as comfortable and stress free as possible. Only grooming work that your dog will tolerate will be carried out. We will not groom any dog if it causes them any undue stress. 

Dog's Well-being

  • You as the owner should advise The PetShop of any medical, physical, or emotional issues. e.g., allergies, sensitivities, or pre-existing conditions, and any treatment they are receiving prior to grooming taking place. Some conditions may include prior surgeries, hip joint issues, warts, moles, ear infections, or skin problems. 

  • In the event that we discover any conditions or problems, we will notify you when you collect your dog, or in urgent cases we will contact you. The PetShop and Grooming cannot be held responsible for any conditions or problems discovered during grooming or associated treatments. 




  • Please keep in mind that a matted coat can cause numerous health conditions e.g.: itching, irritation, and skin infections. Removing a heavily matted coat includes risks of nicks, cuts, or abrasions due to warts, moles, and skin folds that have become trapped and hidden in the matted fur. Heavy matting can also trap moisture on the dog's 

skin which, if untreated, can cause fungus or bacteria to grow, causing skin irritations. The PetShop and Grooming will not be held responsible for any pre-existing conditions due to a matted coat. However, if we notice any unusual conditions, we will inform you.

  • If your dog is matted there is only so much we can do, the coat will need to be cut short, which will enable a start-over with undamaged hair at the next grooming appointment. If we feel we can de-matt some or all of your dog's coat, the additional sum of $20 will be incurred in addition to the original service provided, as this will take longer than expected. We will only attempt to de-matt your dog if they are not showing signs of stress or anxiety.


  • The PetShop Groomers have the right to work in a safe environment and therefore the PetShop and Grooming reserves the right to refuse any groom or treatment at any time. If your dog has any behavioural problems please let us know when the appointment is made. Also, please let us know if your dog has shown any signs of aggression in the past.

  • If we feel we are unable to carry out, or continue, a groom, we will stop immediately and you as the owner will be responsible for payment of the work carried out. If your dog shows any signs of aggression and/or biting, then an appropriate muzzle may be used during any groom or treatment. Additional charges may apply for extra time required due to your dog's temperament and/or behaviour during a groom or treatment. You as the owner agree to be held solely responsible for any harm, injury, or damage caused by your dog, and any cost thereafter.

Please keep an eye on your appointments. We do try our best to contact you the day before to remind you, but some people are either out of coverage or don't listen to their voice messages and miss out on these reminders.

Cancellations. We require 24 hours notice of any cancellations.

Late Dog Policy

No Show Policy

Last Minute Cancellation Policy


We have a waiting list of people wanting to get their dogs groomed so giving us 24 hours notice enables us to help them out as well as ensuring our groomers aren't having their valuable time wasted.


We regret putting these measures in place but have been forced to do so after repeated incidences.


Thank you for your understanding.


The PetShop and Grooming would like to take this opportunity to thank you for reading this policy's terms and conditions and trust you understand the need for you to follow them.



Many thanks,

The PetShop and Grooming.