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Understanding our Cancellation Policy

our time and yours

COVID19

We understand the additional strain and stress we are all going through at present. Our clients are being extremely wonderful and supportive of the extra measure we have implemented. The measures are there to ensure both our clients and staff are kept as safe as possible while we ensure all our fur-babies get the much needed essential services they need to maintain their health and comfort. - We are considerate to late cancellations due to covid19.

For clients that have concerns and are self isolating without potential sickness.

We are more than happy to offer a concierge service - a-to-the-car concierge service as a collect and return option. This will greatly minimise any contact while still allowing your pet to receive their much needed regular grooming.

All you need to do is phone the Day Spa when you are out the front or Text us an SMS and we will come out to you.

  • Please ensure all your windows are down to increase airflow.
  • Please be ready to remove your pets collar/lead/harness so that they are 'naked'.
  • We will use our own lead to walk your pet from the car.
  • EFTPOS can be provide. Direct Debit is an option and we are still accepting CASH Payments.

We hope by offering this option, we will be able to continue our business and ensure our staff have paid hours for work.

Communicating cancellations

All rescheduling and cancellations of bookings MUST be made by PHONE. We request this is done over the PHONE to ensure we have correctly adjusted your appointment. For this reason, we are unable to accept emails, an SMS or others means for rescheduling and cancellations.

A minimum of 2 (two) business days’ notice is required for cancellations and reschedules. For example, to cancel a Wednesday appointment, please phone us on the Monday of that week.

Late Cancellations

We understand emergencies and other various things may crop up unexpectedly and are out of your control. Thus, we do not charge for the FULL Service fee. (Unlike some hotels, ticket venues or doctors)

We only apply a 30% cancellation fee to help cover the loss of income and to contribute towards staff wages. We will respect your privacy and will not ask you to explain your reasons as to why you have to reschedule, cancel or missed an appointment.

No-shows

We expect that all of our customers do their best to remember appointments and to plan well in advance of any changes that may need to be made. No-shows, however, are an expense to our business. If we experience repeat no-showers (more than twice) we will now be required to ask for prepayment over the phone when bookings are made.

How we will help

We know we can count on you to be responsible for your own appointments, but we will also help you remember your appointments by offering appointment cards, stickers, fridge magnets, email confirmation, email reminders and as a last minute reminder the night before, a mobile SMS.

Why do we need to???

We understand emergencies and various things may crop up unexpected and out of your control. A small 30% fee ensures you don't feel bad about inconveniencing our schedule.

By booking an appointment, customers are reserving our staff’s time and determine a portion of our income for that day.

Just as your time is important to you, our time is also important to us.

Cancellations with little or no notice, costs us money as our staff still need to be paid.

We are a small family business trying to make a living, just like you!

Thank you for your understanding