Cancellation, No Show & Matting Policy.

By booking a groom with us, the client understands & consents to the conditions below:

  • The client will give 48hrs notice should they need to change or cancel an appointment, otherwise we will still have to charge for the time
  • The client agrees their dog is fit, healthy & fully vaccinated (at the time of the appointment)
  • The client agrees that the groomer will not be held liable or responsible for irritation abrasion, patchiness or hair loss due to any pre-existing skin condition, or as a result of the process of grooming, de-matting, thinning, stripping, shaving, or any other mishap caused by non-disclosure of the dog’s medical condition or behaviour
  • If the dog attempts to bite Jodie or anyone else, a muzzle may be used or at the discretion of the groomer, treatment may stop and the client will pay for all work done to that point
  • If the client’s dog is very nervous, we will of course be gentle and take our time with them, but if we feel they are becoming too stressed we will stop the groom and the client will pay for all work done to that point
  • If the client’s dog’s behaviour is the cause of any injury to the dog client agrees to cover any veterinary expenses.
  • If the client’s dog harbours any parasites we will clear them at the client’s expense
  • If the dog’s health causes concern, Jodie will contact the client.


The need to remove matted hair is a necessity. When a coat becomes tangled beyond the ability to brush or comb through it the most humane method is to shave off the matted hair. Shaving may seem severe, but it is the fastest and least stressful way to groom a matted pet.

Matted coats can cause the following problems:

  1. Skin irritation caused by dirt, dander and parasites trapped under the matted hair
  2. Sores and hair loss: As mats get tighter, they eventually pull out of the skin, causing bald spots and sore skin
  3. In severe cases, maggots can infest skin sores
  4. It is not uncommon to find pre-existing conditions such as hot spots, sores and other skin issues once the matted coat is removed. There is a chance that your pet’s skin may become irritated from being clipped so close
  5. Ear bruising or hematoma bleeding due to excessive head shaking after removal of mats can occur.

  • The client understands that the procedure takes extreme care and extra time and will therefore be additional charges depending on the severity of matting
  • The client hereby releases Jodie from responsibility for the above-mentioned shaving process and any problems that many be uncovered or occur during said procedure
  • The client agrees to pay all charges for said procedure
  • Should the dog require veterinary care during or after the procedure, we would contact the client to make arrangements.