Grooming Policy
ARRIVAL & PICK-UP INFORMATION
When you drop off your pet, our team will provide an estimated pick-up time, but rest assured, we’ll also text you as soon as your pet’s grooming session is complete. We encourage prompt pick-up, as your pet will be eagerly awaiting your return!
Typically, the grooming process takes around three hours. We ensure every dog receives the time and care needed, with a thorough wash and careful hand-drying before moving on to grooming. Precision is key for us, so we primarily use scissors to achieve the ideal shape, followed by a light spritz of pet-friendly cologne for that final touch.
Please be aware that certain circumstances, like coat condition or a pet’s temperament, may require us to keep them longer than expected. For everyone’s safety, we ask that all pets arrive on a lead and are securely handed to the groomer.
CONFIRMATION, RESCHEDULING, & CANCELLATION POLICIES
Online Bookings – You’ll receive an automated reminder two days prior to your appointment from Godaddy. Please note that you cannot reply to this message. To reschedule or cancel, simply text us at 0423 615 158.
Phone Bookings & Walk-ins – We’ll send a reminder text two days in advance. Should you need to make changes to your appointment, please notify us as early as possible; we ask for a 48-hour notice period for any cancellations or rescheduling. A $100 cancellation fee applies if you wish to rebook or retain any pre-scheduled appointments.
SAME-DAY CANCELLATION, NO-SHOWS, & LATE ARRIVALS
Our Pet is a small business with limited daily slots, so missed appointments or late cancellations directly impact us. Any cancellations made within 48 hours of your appointment may require payment of the full appointment fee to reschedule or keep future bookings. We cannot accommodate no-shows for future bookings.
If you’re running late, please give us a quick call. If we don’t hear from you and you arrive more than 15 minutes late, we may need to cancel the appointment and apply a cancellation fee.
IMPORTANT REMINDERS
Consideration: To help us maintain a clean workspace, please walk your dog to relieve them just before your appointment.
Vaccinations: All pets must have current vaccinations and deworming; please be prepared to show records if requested.
Fleas & Ticks: All pets should be on flea treatment before arriving. Let us know if your pet may have fleas, as this requires immediate bath care upon arrival. A mandatory flea wash fee of $40 will be added, and additional fees may apply for equipment treatment.
AGGRESSIVE BEHAVIOR – REFUSAL OF SERVICE
For everyone’s safety, please inform us beforehand if your pet may be aggressive toward other animals. If your pet shows signs of severe stress or becomes unsafe to groom, Our Pet reserves the right to pause or stop services as needed. In these cases, you will be billed for any work completed.
MATTED COATS OR KNOTTED HAIR
Severely matted or knotted coats require special care, and Our Pet prioritizes the health and comfort of your pet over extensive de-matting procedures. Severe matting may require shaving, which can sometimes lead to skin irritation or reveal pre-existing conditions like redness or abrasions. Risks of post-shave effects such as itchiness or hair regrowth issues may occur, and an additional fee applies for this extra care. By proceeding with our services, you acknowledge and accept these terms, including any health-related risks associated with de-matting.
Contact us
Our Address & Contact Details
Salon Location
- 271 High St,
- Ashburton VIC 3147
Phone & Email
- Phone: 0423 615 158
- ourpet1027@Gmail.com
Business Hours
- Monday – Sunday
- 8:30am-5:30pm