Terms & Conditions

Grooming can be a wonderful or sometimes stressful experience, especially if your dog is not on a regular grooming or bathing schedule.

We specialise in maintainence grooming, which means all of our clients will be recommended a schedule of usually 4-6 weeks, depending on home maintenance capabilities, coat type, desired style, and pet capabilities/behaviour.

This helps to protect your pets, as well as our team, from working with dogs more likely to harm us or our grooming tools, and the emotional harm that comes from continually seeing dogs in a state of neglect and distress.

1. Booking and Cancellation Policy

All appointments must be booked in advance.

Cancellations or changes require at least 72 hours’ notice.

  • Less than 72 hours’ notice: A percentage of the service fee will be charged (at groomer’s discretion).

  • Cancellations within 48 hours or no-shows: The full service fee will be charged (to your card on file or via bank transfer).

Multi-Pet Households
For bookings involving more than one pet, an additional 24 hours’ notice is required for each extra pet beyond the first.

  • 1 pet: 72 hours’ notice required

  • 2 pets: 96 hours’ notice required

  • 3 pets: 120 hours’ notice required

This ensures we can reallocate longer appointment slots. Cancellations with insufficient notice will incur the full charge for all booked pets.

Notice Period Calculation
Notice periods are calculated in calendar hours from the time the cancellation is received. However, cancellations received outside business hours (after working hours on Saturdays until we reopen on Tuesdays) will be deemed received at 10AM on the next business day (Tuesday). This ensures we have reasonable time to reallocate appointment slots.

Repeated late cancellations or no-shows will require 100% non-refundable and non-transferable deposits for all future bookings.

2. Late Arrival

Please text or call if you’re running late. We reserve a 5-minute drop-off and pick-up window for your dog. Please be considerate of our time.

  • Up to 10 minutes late: No charge for the first instance.

  • 10–15 minutes late: A $15 fee will be charged.

  • Over 15 minutes late without contact: The appointment will be cancelled and treated as a no-show.

  • If we have been contacted about late arrival, a shorter service may be provided (e.g., tidy instead of full groom) at the groomer’s discretion. The original price plus any late fee will apply, and we are not required to extend beyond the reserved time.

3. Late Pick-Up

Clients are provided with a pick-up time at drop-off. Please arrive on time and ring the doorbell.

  • A 15-minute grace period applies.

  • After 15 minutes: $20 will be charged for every 15 minutes (or part thereof). This is applicable per dog if a standard size or larger, as we only have one large dog pen.

  • If we cannot reach you, we will contact your emergency contact.

4. Pricing

Pricing is based on breed, size, coat type, and coat condition at the time of the appointment. Quotes are estimates only. The final price will be confirmed and due at pick-up.

5. Coat Condition and Matting

Owners are responsible for keeping the coat knot and matt-free between grooms. Severe matting will require a short enough blade to get between the matting and the skin for the dog’s comfort and safety. The length is dictated by the severity of the matting.
Matting removal (shaving) and dematting, when performed, will incur an additional premium charge due to extra time, skills, wear and tear, and stress.

Matting causes pain and discomfort to your pet, and it is important to stay on a regular appropriate schedule to avoid this. Removal of mats can reveal skin conditions/sensitivities, and/or cause skin irritation, clipper rash, or minor scratches/nicks. Elle Grooms is not responsible for any resulting veterinary costs.

6. Health and Behaviour

Clients must inform us of any health conditions, allergies, injuries, medications, recent surgery, anxiety, or aggression before the appointment.

Grooming involves sharp tools and moving animals. Minor nicks or quiked nails can occur despite all care taken.

If a pet becomes aggressive or unsafe to handle, we may use safe restraints or a muzzle, stop the groom early and reassess, and/or refuse service. Additional fees will apply for aggressive or excessive behaviour, as this takes longer and is a specialised service.

Repeated aggression will require frequent visits at the advice of the groomer. We’re happy to work with you and your vet/behaviourist to help your dog feel more comfortable. If our recommendations are not followed, we may decline future services for the safety of all parties.

7. Senior and Elderly Dogs

Senior dogs often tire quickly. We will prioritise comfort and will shorten or stop the groom if the dog shows signs of overt stress. We provide short comfort clips for elderly dogs, especially those with dental decay or signs of discomfort, including arthritis, health conditions, or behavioural considerations.

8. Parasites

If fleas or ticks are found during grooming, we will advise the owner, and if noticed during or before the bath, we will bathe accordingly. An additional salon cleaning fee will apply for fleas. Any parasite treatment is to be done by the owner and is not the responsibility of the salon.

9. Emergencies

In an emergency, we will contact you immediately. If you are unreachable, we will seek veterinary treatment at our discretion (Mount Waverley Animal Hospital or your preferred vet). The owner is responsible for all costs, including those related to pre-existing conditions or behaviour.

10. Photography

We take and share after-groom photos/videos on social media. Clients must inform us in advance if they do not consent.

11. Payment

Payment is due at the time of service unless arranged otherwise in advance. Late payment may incur additional recovery costs.

12. Agreement

By booking an appointment, you agree to these Terms and Conditions. The latest version is available on our website and via our booking portal.