Terms and Conditions

> Booking

Booking of appointments can be done through WhatsApp or Instagram. Housecall service bookings are subjected to a deposit of 60 SGD. A slot is deemed booked only with the successful payment of deposit. Deposits are not penalties but it prevents no-show and helps our pet owners to remember the appointment. 

> Deposit

An advanced deposit of 60 SGD is required for housecall service booking. This deposit will be used to offset the payment for the grooming services eventually. All deposit are Non-refundable. Grooming slots are limited per day. As such, it is our desire to accommodate as many customers as possible. This deposit works to remind our customers of their commitments and enables us to deliver on our services consistently.

> Grooming Price Structure

The grooming fees are determined based on your pet's size and preferred style. Upon scheduling an appointment, we will provide you with a grooming fee range corresponding to your pet's breed. The final grooming fee will be communicated after a detailed discussion about the desired style. It's important to note that an increase in scissoring complexity may result in a higher fee.

> Rescheduled / Cancellation

With regards to rescheduling of appointments, we would require a notice period of at least 1 week prior from the scheduled grooming date, otherwise it may result in the forfeit of paid up deposit. Any rescheduling of appointments cannot exceed 30days of the original appointment. As mentioned above, grooming slots are limited per day and any rescheduling or cancellation changes a piece of the puzzle which may ultimately lead to other customers appointments being shifted to accommodate this change. Thus we seek your kind understanding on this matter. However, in the case of any personal emergencies which are urgent enough for you to make last minute changes ( and we know our customers are always honest), we will be happy to help by waiving this condition.

> Payment 

Cash payment or PayNow is acceptable. Payment has to be made on the day of grooming. We run a small setup where some of our processes are still manual in nature. Any delay in payment may result in errors in our tabulation of accounts. Thus we would really appreciate your prompt payment.

> Punctuality

 We are running a tight schedule so we really need punctuality of pet owners in sending and picking up your pets. Any delay of more than 1hour on the pickup will result in a charge of 10SGD. Any delay of more than 20 minutes on sending pets to us will result in forfeit of deposit or offset the grooming fee from your grooming credit and cancellation of grooming appointment. There will be multiple reminders on the timing of pickup of pets. We fully understand why pet owners will take longer due to traffic conditions or the need to find a good car park slot. However,  as we have reiterated multiple times, that grooming slots run back to back and any delay on the previous owner actually eats into the next grooming slot. It is not our intention to penalize our treasured pet owners but this small charge serves as a friendly reminder and we hope it will work and look to your kind cooperation.  

First Late Arrival or Non-Response: If a client is more than 20 minutes late or fails to respond, we will issue a reminder and notification regarding this policy.

Deposit Requirement: Following the initial reminder, a $60 deposit will be required to secure any future grooming appointments. This deposit will be applied to the final grooming fee upon completion of the service.

Repeated Late Arrival or Non-Response: If the client is late or unresponsive again, the $60 deposit will be considered non-refundable and will not be applied to the grooming fee.

> Housecall Service Punctuality

Our team strives to be punctual for all housecall appointments. However, please allow a buffer of 15-30 minutes before and after your scheduled time to account for any unforeseen delays such as traffic or other uncontrollable factors. We will do our best to minimize any adjustments to your appointment time. 

Please note, if the owner is not present at the scheduled time, a charge of $10 per 10 minutes of waiting time will apply.

> Sick Pets or pets with medical conditions

It is advisable for pet owners to highlight to us of any serious medical conditions which could allow our groomers to be more mindful of the underlying conditions when performing grooming services. We have been around. We have seen and know pets with poor heath conditions and require special care. Our groomers are capable to handle them but we will need your kind reminder if your pet conditions are not obvious to us. We wish the best for all sick pets and hope they get well soon.

> Matted Pets ( Severely entangled fur)

Pets with matted fur ( fur which are entangled and couldn't be combed through using the comb) will result in additional charges unless shaving is desired. We understand that pet owners are usually busy and lack the time or attention to brush your beloved pet on a daily basis. This usually results in matted fur where it cannot be combed through. To maintain the desired grooming style from pet owners, we have to spend an incredible amount of time to dematt your pet's fur. This is purely effort and time. We highly encourage pet owners to brush your pet's fur before coming for grooming otherwise we will do it for a fee.

> Full Hand Scissoring

Please note that a full hand-scissoring service requires additional time and precision. An additional charge will apply for this service, which varies based on the size, coat type, and styling needs of your pet. This fee will be quoted in advance to ensure transparency. By confirming your grooming appointment, you acknowledge and accept these additional charges if you opt for full hand-scissoring.

> Sandy and Muddy Fur

Please note that there will be an additional charge of $20-$50 for grooming service on dogs with sandy or muddy fur. This charge reflects the extra time, effort to clean, and equipment maintenance required to properly clean and detangle the fur properly, ensuring your pet’s coat is maintained in a healthy state. The additional charge covers the extended grooming process needed to address these issues. We strive to ensure the highest level of care and appreciate your understanding.

> Highly aggressive and uncooperative pets

Highly aggressive/uncooperative pets are subject to an additional charge of 60 SGD. If we are unable to continue grooming services, this will still result in full charge for the session. This is unfortunate but our groomers undertake a high degree of risk in handling pets and when we deemed it too risky to continue, we hope you can understand. Uncooperative pets will require more than 1 pair of skilled hands and the attention 3 pairs of eyes to keep them still. This is not what we want but for safety reasons for our groomers and your pets, we think we could continue grooming another day where your pet is more cooperative.

> Limitation of liability

Accidents happen and that is in nobody's interest. In the very unfortunate event of any mishap towards your (and ours too) beloved pet, we are unable to accommodate any claim(s) which exceeds the grooming charges that we are collecting for the session. Such events are rare but they do happen. And when it happens, we seek your kind understanding and work with us to tend to the affected pet/groomer involved as a priority. 

> Photographs

We may take photos of your pet before and after grooming for documentation and marketing purposes, unless you specify otherwise.

> Emergency Contact

Please provide an emergency contact number where you can be reached during the grooming session.

> Loss or Damage

Please note that we are not responsible for any loss or damage to collars, leashes, or personal items left with your pet during grooming.

> Recut Policy

- Timeframe: The recut offer is valid for a period of three (3) days from the initial grooming appointment.

- Eligibility: The recut service is available for clients who have had their pet groomed at our facility within the past three (3) days.

- Service Details: The recut service includes adjustments to the pet's grooming, such as trimming, shaping, or styling, to address specific concerns or preferences. It does not include a full grooming session.

- Client Responsibility: The client must inform us of any specific issues or adjustments needed during the initial grooming appointment or when scheduling the recut appointment.

- Appointment Availability: Recut appointments are subject to availability and must be scheduled in advance.

- Fees: There may be additional fees associated with the recut service, depending on the nature and extent of the adjustments requested. These fees will be communicated to the client before the recut appointment.

- Pet's Condition: The pet must be in good health and free from any contagious diseases or conditions that could jeopardize the safety and well-being of other pets and our staff.

- Behaviour: The pet must exhibit cooperative and non-aggressive behaviour during the recut appointment. Aggressive or uncooperative pets may be refused service.

- Waiver: The client acknowledges that the recut service is provided as a courtesy and is not guaranteed to fully address all concerns. The client releases our facility from any liability related to the recut service.

- Refund Policy: Fees for the initial grooming appointment are non-refundable. If a client is dissatisfied with the recut service, they may discuss potential remedies with our management