Terms & Conditions

Arrival times

Please arrive 5 minutes before your appointment to allow time for a quick consultation. Each dog is booked for a specific time and Groomer, so arriving late may shorten your dog’s grooming session.

If you arrive more than 10 minutes late, we may need to reschedule your appointment and a late fee may apply.

No-shows & late cancellations

Please contact us as soon as possible if you need to change or cancel an appointment.

• Cancellations made at least 24 hours before the appointment are free of charge.
• Cancellations made less than 24 hours before the appointment may incur a cancellation fee.
• Same-day cancellations and missed appointments will be charged the full booked service price.

Pick-up arrangements

For your dog’s safety, please let us know at drop-off if someone else will be collecting your dog. We won’t release a dog to anyone we don’t recognise or have listed on file.

If you’re running late, Glow Paws can keep your dog with us for an additional care fee. Please arrange late pick-ups in advance so we can plan for your dog’s care.

Code of conduct

Glow Paws is a safe and respectful workplace. We have a zero-tolerance policy for rude or disrespectful behaviour towards our staff. Clients who behave inappropriately may be refused future bookings.

Matting

We know how busy life can be, and keeping on top of brushing isn’t always easy. If your dog is matted and the coat cannot be safely saved, we will need to shave the coat very short to get underneath the mats.

We won’t de-mat purely for cosmetic reasons, as this can cause pain, stress, and trauma for your dog (and our Groomers). We’re always happy to help you set up a manageable home-care routine and regular grooming schedule to prevent future matting.

• Heavy matting can thin and loosen the skin, increasing the risk of small cuts during clipping.
• Sensitive areas such as the ears may develop haematomas after mat removal.
• Dogs may lick or scratch newly exposed skin after a short clip.

Grooming frequency

If it has been more than 12 weeks between grooms, we may recommend that the groom be completed at a veterinary clinic under anaesthesia for your dog’s comfort and safety.

Fleas

If fleas are found during your dog’s groom, a flea treatment fee will apply (from $20). This covers flea shampoo and the deep cleaning and disinfection of the boutique and equipment.

Vaccinations

All dogs must be up to date with vaccinations to help keep your dog, other dogs, and our staff safe.

Aggressive or reactive dogs

If your dog has any history of aggression or reactivity toward people or other dogs, please let us know in advance. This helps us manage the boutique safely and give your dog the extra care they may need.

Failure to disclose aggressive behaviour that results in staff injury may make the owner liable for medical costs under the Domestic Animals Act 1994.

Grooming accidents

Grooming isn’t every dog’s favourite activity, and despite our best efforts, minor accidents can sometimes occur. If cuts, grazes, razor burn, or other incidents happen, we will provide appropriate first aid and recommend veterinary care if needed.

We will always be honest and transparent and let you know if anything occurs — big or small.

Females in season

Please let us know ahead of time if your dog is in season, so we can safely manage intact males within the boutique.

Recent surgery or medical care

If your dog has had recent surgery, open wounds, or veterinary treatment, please obtain clearance from your vet before booking a groom.

Pricing

Displayed prices are starting prices. Final pricing may vary depending on coat type, coat condition, coat length, matting, shedding, temperament, size and grooming time.

Bookings

Your appointment is confirmed after successful submission and, when required, payment of the deposit.