Terms and Conditions

By booking an appointment with The Poochie Palace, you agree to adhere to our terms & conditions.

Your pet 

1. You must disclose any medical conditions and behavior issues so we can cater to your pets’ needs.  
2. We will not be held responsible for any mishaps caused by the nondisclosure of your pets' condition or behavior. These include any irritation, abrasion, patchiness or hair loss, that can reoccur after the process of grooming, de-matting, thinning or shaving.  
3. Owners are responsible to inform the groomer if they think their dog is likely to bite, in the instance a muzzle may be used for the safety of the groomer. If your dog bites and causes injury, the groom will not be continued and you will pay for the groom in full, including any medical attention that is required.
4. Will not be held liable for accidents caused to remove extremely matted coats that require additional time to shave the coat. This is a delicate procedure that increases risk of inadvertent accidental injury as we are working close to the skin.  
5. The owner is responsible for ensuring their dog receives regular flea treatment to protect their dog and prevent contamination to others.  Dogs with continuous fleas will not be groomed until they are eradicated. Surcharge will be added to groom for additional clear up time required.   
6. We reserve the right to stop or refuse a dog being groomed if we the dog is unfit to be groomed, either due to poor health or dangerous behavior. 
7. Please bring your dog in on a well-fitting lead or harness.
8. Please ensure your dog gas toileted before arrival.
9. We cannot groom pregnant dogs; grooming can resume 6 weeks after giving birth.
10. We cannot groom your dog post operation, until the incision is fully healed and signed off by a veterinarian.
11. Geriatric dogs may find the grooming process increasingly stressful, which can heighten the risk of medical conditions surfacing due to stress. While we take every precaution to minimize anxiety for all our clients, please understand that in such instances, we cannot be held responsible for any medical issues that may arise during or after grooming.
12. In the event that your dog becomes unwell while in our care, we will administer first aid and contact you immediately. If it is a medical emergency, we will take your dog to the nearest veterinary clinic as quickly as possible

Cancellation Policy, Payments, And Additional Charges 

1. Any appointments cancelled by you with 48 hours or less notice will be subject to a cancellation fee of 50% of the groom.
2. If you miss your appointment and do not contact us in advance, you will be required to pay 50% of the grooming fee before you can rebook with us.
3. Cash or card are accepted as payment. No online bank transfers or cheques. Any failed payments will be addressed, and Legal action will be taken if necessary. 
4. We will endeavor to groom your pet to your requirements, which will be discussed during your pet’s consultation, however if your pet’s coat is excessively matted, the matted coat will be clipped (shaved) out. Depending on the severity of the matted coat, there may be an additional charge in addition to the grooming price, due to the additional time required to do this, and the wear to equipment. 
5.  All prices are ‘starting from’, if your dog is the following additional charges will apply, 

• If your dog is much bigger than breed standard. 
• If your dog has a thicker coat and more time is required. 
• If your dog is matted and needs clipping. 
• If you dog is knotty and requires more time brushing out. 
• If your dog requires a flea shampoo. 
• If your dog is extremely difficult to groom or bites. 

Our Mobile Service



1. If you book our mobile service, it is your responsibility to ensure there is a suitable, legal parking space available for our arrival.
2. The parking space you provide must be within 20 meters of an accessible electric socket, allowing us to connect and power the van.
3. If we arrive and a suitable parking space is not available, you will still be required to pay the full amount for the grooming service.
4. If we arrive and you are not home, we will attempt to contact you. However, if we are unable to reach you and after a reasonable wait time, we will leave, and you will be charged a cancellation fee.