1. Booking Methods:

Online via our website: www.neatpaws.au by phone: 0427 515 430 or in-person at Neat Paws: 76 Nerrum Ave, Red Cliffs VIC

2. Payment:

Full payment of the grooming service is required in order to secure the booking.

3. Extra Fees:
If your dog’s coat is matted &/or needs deshedding & you have not selected or disclosed it during your booking, you will be automatically charged the extra fee of $30~$120 on the day.

5. Media Consent:

By booking an appointment, you give Neat Paws permission to take photos & videos of your pets during their grooming sessions, to use for educational & marketing purposes.

1. Timeframe:

Cancelations or reschedules must be made at least 24 hours before the scheduled appointment in order to receive a refund & avoid any fees. All cancellations made less than 24 hours before the appointment will not be eligible for a refund.

2. How to Cancel or Reschedule:

You must call us within the appropriate timeframe & inform us of your intent to cancel or reschedule your appointment.

A no-show is defined as a missed appointment without prior cancellation or communication. No-shows are NOT eligible for a refund. Repeat offenders will also be charged a no-show fee of $50 & risk being banned from Neat Paws.

4. Special Circumstances:
Exceptions to our cancelation & no-show policy may be made by Neat Paws in the case of emergency situations (e.g., sudden death or extreme illness of the pet or owner, or unforeseen family emergencies).

1. Arrive 5 Min. Early:
Please arrive to your appointment 5 minutes early to allow time for your dog to sniff & pee. If they poop, collect it.
  
2. Dogs MUST be on a Lead:
Ensure that your dog is on a leash or in a secure carrier.

3. DO NOT ENTER. Ring Bell.
For everyone's safety, do not enter or open the gate. Please ring the bell to let us know that you're here. We will then come & collect your dog from you at the gate.

4. Late Arrivals:
If you're running late, please let us know via phone call. We will let you know if we can still fit you in or not. If you're more than 15 minutes late, it will be treated as a no-show.

5. No-Shows:
A no-show is defined as a missed appointment without prior cancellation or communication. No-shows are NOT eligible for a refund. Repeat offenders will also be charged a no-show fee of $50 & risk being banned from Neat Paws.

1. Wait for Notification:
We will notify you via text message when your dog is ready for pick up. Please pick up your dog within 30 minutes of receiving this notification.

2. DO NOT ENTER. Notify Us.
Let us know you’ve arrived by text or ringing the door bell. Do NOT enter. If we're still finishing off your dog & you enter, this will excite them & make it hard for us to finish. Please wait at the gate or in your car until we come.

3. Authorised Pick Up Only:
If you’re getting someone else to pick up your dog, you must let us know prior, either at drop off or via phone call. They must be listed on your account & must bring ID. We will not let your dog leave with someone else without confirming this with you prior.

4. Late Pick Up:
If your dog is not picked up within 30 minutes of notification, a first-&-final warning will be given. If this happens again you will be charged a late fee of $50 & may become banned. If you anticipate being late, please call us ASAP to let us know.

1. Vaccinations:

All dogs must have up-to-date vaccinations prior to booking any services with Neat Paws. Proof of vaccination is required.

2. Fleas and Worms:

All dogs must be treated regularly at home for fleas and worms. Dogs MUST be flea-free before booking services.
If fleas are discovered during grooming, an additional $89 will be charged for treatment & sanitation of our equipment.

3: Health Disclosure:

Owners must inform us of any allergies, required medications, or any specific health conditions.

4. Behavioural Management:

Owners must inform us of any known behavioural issues (eg. aggression, anxiety, excessive barking, etc) before their appointment, to discuss best & safest way to groom them. 

5. Aggressive Behaviour:

If your dog shows signs of aggression, we will put a muzzle on them for safety measures & will need extra time to groom as we build their trust. If they’re excessively aggressive, we may not be able to groom them & will contact you immediately.

6. Treats:

We have natural & healthy treats that we give for good behaviour & to build trust & happiness. We also have treats to help pets stay calm & less anxious. Please inform us prior if you don’t want us to give them any.

1. Clean & Safe Environment:
Regular sanitation of equipment, & grooming area is done between each appointment & daily safety checks are performed to ensure everything is in good working order.

2. Gentle Handling & Restraints:

We use gentle handling techniques when grooming to minimise stress and discomfort for your pet. We also use a grooming harness to allow us to stop your pets from moving whilst we groom them & prevent injuries.

3. Calming Techniques:

We give lots of pats, cuddles, encouragement & calming treats to help dogs feel less anxious & stressed during their appointment. 

4. Use of Safe Grooming Products:
We only use high-quality, pet-safe grooming products only. If you require any special or medicated products, please inform us prior. 

5. Emergency Procedures:
We will call veterinary services & dog owners immediately in the case of a medical emergency. In any other non-medical emergencies, we will contact dog owners immediately.

6. Liability Insurance:
Neat Paws is fully insured for pet grooming services & will cover any veterinary fees if any accidents occur during a dog grooming appointment. If you have any medical concerns about your pet after their appointment, inform us immediately. We will assist you as best as possible.