Policies
No Shows and Last Minute Cancellations: To minimise disruptions caused by no-shows and last-minute cancellations, we require all grooming appointments to be secured with a credit card. No charges will be made unless there is a no-show or less than 24 hours' notice for cancellation. Failure to cancel within the stipulated time will result in a 50% charge of the booked service. Outstanding fees must be settled before future bookings can be made.
Aggressive or Dangerous Pets: Owners must inform The Happy Dog Hub if their pet exhibits aggressive behaviour during grooming. We will not put our staff at risk of injury, we will refuse any dog who puts our staff, itself or any other dog at risk. If we choose to continue with grooming, we have the right to charge a Dangerous Job fee, to accommodate the extra groomer required to assist so we can work safely on your dog.
Anxious Dogs: Owners must notify us if their dog experiences anxiety during grooming or is on calming products. These dogs may require extra time and care, and an additional surcharge will apply if grooming takes longer than usual. High levels of anxiety may lead to fear aggression which our team need to be aware of. Please note, if your dog shows signs of high anxiety and barks or screams excessively in our care we have the right to refuse service as we pride ourselves for having an enjoyable stress-free environment for our the dogs and our team.
Matted Dogs: Pets with matted coats require special attention. Attempting to brush out mats can cause pain and stress to pets. We may need an extreme shave for severely matted fur for the sake of the pet's comfort. Due to the additional time required, there is a surcharge starting from $50. Please note you will be required to fill out a form understanding the risks involved due to the condition your dog presents to us in
Fleas: We are very lucky that we very rarely see fleas on any of our customers- however if we do there will be an immediate charge of $30 each dog to cover the treatment, and cleaning of the salon.
Arrival and Pick-Up Times: Please notify us in advance if you anticipate being late for your appointment. Late arrivals may result in rescheduling or longer wait times if other appointments are affected. Dogs must be picked up promptly within 30 minutes of our notification to avoid boarding fees.
Risk Acknowledgment: While we take every precaution to ensure safe grooming practices, anxious, aggressive, or matted pets are at higher risk of injury during grooming. Owners will be promptly informed of any incidents, but The Happy Dog Hub is not liable for resulting medical expenses
Customer Behaviour: Anyone with abusive, aggressive or threatening behaviour towards our customers or team members for any reason, will result in having all your appointments cancelled and being banned from our business.
Please review and acknowledge these policies before scheduling appointments. If you have any questions or concerns, feel free to contact us. Thank you for entrusting us with your pet's grooming needs.