Vaccinations/Flea, Tick & worming

To ensure the safety of your pup(s) we require your pooch to be up to date WITH all vaccinations, flea, tick & worming treatments when VISITING the store. this also protects the safety of our salon and other dogs.

At Pepē Paws, we understand fleas can be a common problem for pups who are social and active outdoors. However, if you are aware your dog has fleas before your appointment we ask you to reschedule and flea & tick treat your dog.

If we come across any fleas/ticks during the service, we are required to proceed with a flea/tick rinse to protect our salon and your dog. You will be charged extra for this service.

PUPPY POLICY

We love providing lifelong grooming services to your Pup(s)! often this begins in puppyhood. We strive to ensure your puppy’s first grooming appointment is stress-free, relaxing and positive. We love introducing puppies into the grooming world and setting them up for life.

We require all pups to be fully vaccinated and up to date on all flea, tick & worming treatments before their first appointment to ensure their safety and safety of other dogs in our salon.

LATE ARRIVAL/COLLECTION

We pride ourselves on our one on one appointment style. This means if you are running late, we do appreciate a courtesy call, however depending on how late you are to your appointment we may be required to offer a lesser service in the time we have left.

Due to our salon space we have limited room for holding dogs for long periods after their grooming appointment has finished. We require your pup(s) to be picked up as soon as possible.

NO SHOWS/CANCELLATIONS

not showing up to your appointment without notifying us, will require a 50% payment of the missed appointment to be paid before we are able to rebook you.

cancelling a booking within 24 hours requires a late notice cancelation fee of $20.

At Pepē Paws we understand life can be unpredictable and things happen. We send out reminder notifications to alert you of your upcoming booking to avoid this happening.

MATTING/KNOTS

What is matting? Matting happens when your dog’s fur tangles up and causes knots. When left unattended, these knots tighten and clump into a mat.

At Pepē Paws, we care most about your dog’s wellbeing and recommend removing any matts/knots and unfortunately in some cases we have no choice but to shave under them. This will result in your dog having a much shorter haircut. This can be a risk due to cutting so close to the skin and can unfortunately result in knicks/cuts during this process. Depending how tight the matting is, once removed this can result in bruising due to circulation being cut off from the matting being too tight against the skin.

We can’t stress enough how much more important wellbeing is over looks. Mats/knots can be prevented by regularly brushing your dog with the correct tools, which we have available in store.

Mats require extra time to remove safely as there is risk of cutting the skin when mats are extreme. As it can take longer to complete a grooming service with matting, we are required to charge a matting fee. You will be informed in your consultation before proceeding.

behaviour/Aggression

We understand the grooming process can be more stressful for some pups than others. this is why we pride ourselves on our calm and stress-free ENVIRONMENT. we strongly believe in positive reinforcement and handling. we treat every dog like they are our very own. unfortunately sometimes this still doesnt calm some pooches. this will require our staff to make the decision whether to continue to proceed with the grooming service or not. We hold the ABSOLUTE right to stop at any MOMENT our staff are UNCOMFORTABLE or at too much risk, aswell as the safety and wellbeing of your pup(s). If your pooch is aggressive in any way or bites this will result in an extra fee ontop of your grooming service.

We offer free IN STORE COMPLIMENTARY CONSULTATIONS if there are any PARTICULAR needs, REQUIREMENTS or concerns with your pup(s) to see if our salon would be the right fit. if not we are happy to guide you with a few options that may be better suited.

SOCIAL MEDIA

We love making your pup(s) look fresh and cute and adore taking photos of them. We may use this content on our social media pages. If this is something you are uncomfortable with please talk with our staff.

Surcharges

as mentioned in previous POLICIES we do have surcharges when it comes to behaviour, flea & ticks, matting and no show/cancelations, this is also inclusive of our 10% weekend surcharge.

REFUSAL OF SERVICE

Pepē Paws has the right to refuse service in our store/salon. We do not under any circumstance tolerate aggressive behaviour towards any staff. We hold the absolute right to refuse service to anything we are uncomfortable with. This is inclusive of dogs/owners behaviour - we do not tolerate aggression of any kind.

*As we are working with live animals, they can be unpredictable at times and unexpected accidents may occur in the salon. By agreeing to our policy, you also agree that you release Pepē Paws, its owners, employees and affiliates from all expenses, damages, liabilities, resulting from any service provided or injury to your pet(s) while in our care or afterwards*