Refund Policy

1. Grooming & Daycare Services

All grooming and daycare services are non-refundable once completed. 

This is because:

- Time and care are dedicated exclusively to each booking

- Outcomes may vary depending on coat condition, behaviour, and tolerance

If you have any concerns, we kindly ask that you inform us within 24 hours, and we will review and offer a reasonable adjustment where appropriate.

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2. Service Adjustments

If you are not fully satisfied with the grooming result:

- Please contact us within 24 hours

- We may offer a touch-up where suitable

Adjustments are assessed on a case-by-case basis and must be arranged in advance.

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3. Deposits & Cancellations

Where deposits are required:

- Deposits are non-refundable for:

   - Late cancellations (less than 24 hours' notice)

   - No-shows

- Deposits may be transferred if sufficient notice is given

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4. Packages & Prepaid Services

For any prepaid packages (including puppy programs or multiple-session plans):

- Packages are non-refundable once started

- Sessions are non-transferable

- Any expiry period (if stated) will apply

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5. Early Termination of Service

If a session is stopped due to:

- Aggressive or unsafe behaviour

- Health or welfare concerns

Charges may still apply based on time spent and work completed.

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6. Retail Products

We carefully curate our retail selection for quality and safety.

- Exchanges are accepted within 7 days if:

  - Item is unused

  - In original condition

  - Proof of purchase is provided

For hygiene and safety reasons:

- Opened, used, or damaged items are not eligible for refund or exchange

We are not responsible for:

- Reactions caused by misuse

- Individual sensitivities not previously known

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7. Out Approach

We always aim to be fair, transparent, and understanding. 

If something doesn't feel right, we're always happy to have a conversation - your trust matters to us. 

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