Sam's Rural Pet Care Services
Booking
Terms & Conditions
Safety First
Safety & Welfare
To help us ensure the safety and welfare of your pet, the owner (or authorised person) must inform us of the following before the service commences:
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your dog’s likes and dislikes
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general health condition and any changes in health condition
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pre-existing medical conditions, diseases, allergies, illness or injury.
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If the pet is recovering from a recent surgery.
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mobility issues or who are elderly and infirm
We may still accept your dogs after an in-person assessment, based on the condition that the owner accepts there may be some risk involved. However, we accept no liability for injury, illness or death that may occur despite the best efforts of our staff.
The service may be refused or ceased if the service is deemed a risk to the pet or other pet’s health. Owners may be asked to collect their pet if they present a safety risk to team members, other animals or themselves.
We may decide not to accept your dog for grooming depending on the dog’s health condition, as determined by our authorised staff. We do not force grooming on elderly dogs or underage puppies. We may elect to stop in the middle of the grooming procedure if we think the dog is not able to continue. We may still charge the grooming fee depending on the stage of progress.
We do not accept complaints about the grooming style 24 hours after your appointment
Injury
We always provide the best possible care and attention to all our dogs. However, please be aware that some dogs may become sick, be injured or experience unexpected accidents during a grooming session. If the injury is minor, the appropriate first aid will be administered at the time of event. In the case of a more serious accident or injury, you will be contacted immediately and we will take your dog to a veterinarian for appropriate medical treatment if you are not home. In extremely urgent circumstances or if the owner is not home, we may notify you afterwards.
In the case of a veterinarian visit due to our fault, we will cover the veterinarian’s medical bill on the day, however we will NOT be liable for any additional visits, damages or any other compensation.
In the case of accidents, injuries or other problems that occur outside of our control, we will contact you first and take your dog to the veterinarian for appropriate treatment, if you are not home. The owner is to pay all bills. We will NOT be liable for any damages or other compensation.
Bites & Aggression Policy
We will not tolerate aggressive dogs who bite. You are required to tell us at time of booking if your dog has previously bitten or been aggressive towards a groomer. This is to ensure that steps are taken to protect both ourselves and the dog from injury and may include using muzzles.
If the dog becomes aggressive towards us, and we have not been advised prior to the booking, the groom will stop immediately and no refunds given.
The owner may be liable for any medical costs incurred as a result of an aggressive dog injuring the groomer, where prior adequate warning has not been given.
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Health
Contagious Diseases
To protect our clients, we do not accept dogs with contagious diseases including but not limited to:
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Infectious skin conditions
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Infectious gastrointestinal conditions
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Kennel cough
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Parvo
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Canine Distemper
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Canine hepatitis
If we discover during the service that your pet has a contagious disease, we may elect to stop the service immediately. A charge of $50 is required to be paid by the owners for the disinfection process. There will be no refunds if the service is not completed fully and the owner's account will be flagged to ensure any issues have been dealt with prior to future bookings.
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Coat Policies
Coat Condition
If on arrival the pet's coat is found to be in a worse condition than advised by the owner at time of booking, we reserve the right to increase the cost of the service to cover the extra product, time and energy needed, or cancel the booking with no refunds given.
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Matted Coats
A matted coat due to lack of regular or effective brushing in between appointments fall under this policy. If a pet is discovered to have large or multiple knots or matting, the pet will be assessed and the owner will be recommended a course of action, which may include them being brushed out, or the pet shaved. These will only be performed if the dog willingly cooperates.
If the pet is found to have extensive matting which would require medical intervention, the service will not go ahead. No refunds will be given and the account will be flagged to ensure any issues have been dealt with prior to future bookings.
Brushed out - incurs an additional charge of $100 per hour with a minimum of 1 hours charge.
Shaved - the pet will be shaved all over to the appropriate level. If you have only purchased a mini groom or a bath package there is a
mandatory upgrade to the full groom package.
Please note that clipping matted coats is difficult; nicks and small cuts can occur as a result. Clipping can also cause dogs to have a physical or emotional reaction, due to stress or pain. Some dogs can become unwell after a de-matting session.
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Fleas & Ticks
We do not accept pets with flea or tick infestations. If they are discovered during the session, we will do our best to eliminate them however an immediate charge of $20 each dog to cover the treatment, prevent further spread and cover cost for us to sanitise accordingly
If the condition has not improved on the next visit, the session will not go ahead, no refund will be provided and the owner's account will be flagged to ensure any issues have been dealt with prior to future bookings.
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Cancellation Policies
Appointment Confirmations
Appointment Confirmations will be sent via SMS to the number provided the week prior to your booking. A response, whether confirming, adding extra services, rescheduling or cancelling, is due within 24 hours of you receiving the SMS. If no response is received within the 24 hours, the booking will be removed and the appointment given to a client on the cancellation waitlist.
SCHEDULED RECURRING BOOKINGS: If you refuse your monthly/fortnightly scheduled appointment three times consecutively, your scheduled appointment slot will be cancelled and given to the next person on the waiting list. You will no longer receive any SMS appointment confirmations, and should you require our services, you will need to contact us and go onto the waiting list. If you have a reason for cancelling your scheduled appointments for a set period of time, please contact us about this to discuss in further detail so as we can continue to service your pets upon your return.
If a booking needs to be rescheduled after confirmation has been received, please advise us immediately. The cancellation policy may apply.
You will receive an additional SMS prior to your appointment which will include the approximate time of arrival.
Due to the nature of the business, time request changes within 48 hours are not able to be accommodated except in extenuating circumstances.
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Notice Requirements
We require 6 days notice for any cancellations or rescheduling, if this is not given the following fees will be incurred
Days before Charge
6+ days No charge
3-5 days 25% of total cost
< 48hrs 50% of total cost
If we arrive at the property and the pet is not there to be serviced, not able to be caught or you are a no show there will be no refunds and a $25 no show fee is added to your account which is required to be paid before we service you again.
We reserve the right to refuse bookings from customers who are consistently late or cancel appointments.
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Payment Policies
Payments
Payment is required at least 24 hours prior to your appointment. If payment has not been received in time without prior approval, your booking will be removed and the cancellation policy may apply.
Prices
Prices of products, services, delivery and other charges displayed on this website are current at the time of issue but may change at any time and are subject to availability.
Prices are to be used as a guide and are subject to a pet inspection. Pets that are difficult or matted will be liable for an extra charge, this will be advised before the service commences.
Late Payments
Payments are required 24 hours before the scheduled service takes place.
If there has been an increase in cost compared to the original booking, the additional payment is required within 48 hours.
For every 24hour period where the account is not paid after receiving the invoice, a $5 late payment fee will be added to the account and bookings will be suspended until debt has been cleared.
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Social Media
We may post pictures of your dog on our social media platforms.
Human Behaviour
Please remember we are fellow humans operating a small business. Rude, aggressive, abusive or threatening behaviour will not be tolerated towards any of our staff members or customers for any reason. For the protection of our staff, those who wish to display this behaviour will have all future bookings cancelled, will be banned from the business and be blocked from all forms of media.
This is non negotiable
Copyright: Sam’s Rural Pet Care Services is the copyright owner of the content of the website or is licensed by the copyright owner to use the content on the website. Except as permitted by the Copyright Act 1968 (Cth) no part of the website may be reproduced, adapted, performed in public or transmitted in any form by any process (graphic, electronic or mechanical, including further copying, recording, taping or by a storage and information retrieval system) without the specific prior written consent of Sam’s Rural Pet Care Services.