Terms of Service

New Leash Dog Salon Grooming

We run calm, one on one appointments so your dog has our full attention. We welcome seniors, puppies and dogs with medical or behavioural needs. These terms help us keep visits safe and fair.

Pick up policy

By using New Leash Dog Salon you understand late pick up fees may apply.
• If late pick up is arranged in advance, a kennelling fee of $25 applies when collection is more than 1 hour after the agreed time.
• If late pick up is not arranged, an additional fee of $30 to $50 may apply.
• After closing time, a fee of $1 per minute applies for collections more than 20 minutes after the time we text you.
• We may accept an early drop off or late pick up without a fee at our discretion.

If an owner is more than 1 hour late after closing and we cannot make contact, we will arrange professional boarding at the owner’s cost or contact the local council for collection and holding at the owner’s cost. We will try primary and emergency contacts first.

Matting policy

Your dog’s welfare comes first. If matting is found the groom may need to change and may include partial or full clipping. We will try to contact you before we proceed. If we cannot reach you we will choose the option that best supports your dog.

Removing matting carries a higher risk of skin irritation or minor injury. By using our services you accept these risks and release New Leash Dog Salon and our team from liability for issues that directly result from removing matting.

Significant matting may incur extra fees for dematting or clipping. Where possible we will quote in advance. Fees may still apply without notice depending on the severity. Photos can be provided at pick up on request.

After care for severe matting
• Temporary skin irritation or bruising can occur.
• Ear haematomas can occur if a dog shakes its head. A snood, hoody or a sock with the end removed can help keep ears still.
• Some dogs may seem unsettled for a few days. A light jacket or Thundershirt can help in suitable weather. Treat your dog as normal and avoid over coddling.

Prevention
• Indefinite growth coats often suit 8 weekly or less.
• Longer styles may need 4 weekly or less.
• Double coats should be groomed at least every 12 weeks, especially at seasonal change.
• Very full coats such as Samoyed, Keeshond and Husky may need 6 weekly or less.

Cancellation policy

We rely on notice to fill changes.
• Less than 48 hours notice attracts 50 percent of the base service to rebook.
• Same day cancellation or no show attracts 100 percent of the base service.
We may waive or reduce fees case by case.Double coated pets

We follow breed appropriate care unless you request otherwise. Where coat compaction or matting is extreme we may recommend clipping if brushing would pose undue risk. Welfare is more important than the cosmetic result. We may stop a groom if consent for the safest option is not given. Age, health and behaviour may also guide a recommendation to clip.

Double coats usually regrow over 12 to 18 months and up to 24 months for some Spitz breeds, unless a health issue affects growth. Regular grooming helps avoid reaching a point where clipping is safer. We can clip a double coat at an owner’s request noting the risks are cosmetic.

Ending a service

We may end a service at any time before, during or after a groom. Reasons include but are not limited to unsafe behaviour, stress that risks health, physical limits that cause discomfort, abusive conduct, harmful online comments, or a general misfit between needs and our service.

If a service ends early a partial fee for time spent may apply. We may suggest rescheduling, request a vet clearance, or recommend medication or training before a return visit. We may refuse future bookings where we are not the right fit.

Social media

We may share non identifying photos of our work on Facebook and Instagram. You can opt out by SMS or email. If you opt out we will remove prior photos of your pet and not post future ones.

Satisfaction guarantee

If something small is not quite right please tell us within 48 hours. Where possible we will offer a complimentary tidy such as evening an ear. Change of mind is not covered. A different length after the visit is a new service. If you return within 72 hours this may be done with a bath and dry first which can reduce cost depending on coat condition.

Injury policy

We groom responsibly and will tell you about any concerns we notice. If an injury occurs in our care we will advise you. Our team holds canine first aid and CPR training and we can seek veterinary care promptly.

If you believe an injury occurred but you were not notified please contact us within 48 hours so we can investigate. Where New Leash Dog Salon is responsible we will cover reasonable veterinary costs. Unless it is an emergency owners must use Progressive Vet Care Malvern East and, where requested, provide a letter confirming the injury is grooming related for insurance.

We are not liable for issues linked to matting removal, for dermal allergic reactions, or for episodes or flare ups of pre existing, genetic or chronic conditions such as epilepsy, cardiac issues, joint inflammation, ear or yeast infections, cherry eye or Cushing’s. We work carefully to reduce known triggers, for example ear protection during drying and supportive equipment for arthritic dogs.

Recommended schedule

We may refuse service where an owner declines the schedule we recommend for their dog’s wellbeing.

Typical guidance
• Indefinite growth coats. Up to 12 weekly for very basic one length clips. Up to 8 weekly for styles with a longer head or tail. Four to six weekly for styled looks depending on coat and home care.
• Medium to long double coats such as Golden Retriever, Border Collie and Bernese Mountain Dog. Eight to twelve weekly, especially at seasonal change.
• Short double and smooth coats such as Labrador, Saint Bernard and Greyhound. Around twelve weekly for skin and nail health. We may be flexible if owners maintain between visits.
• Long and thick double coats such as Samoyed, Keeshond, German Spitz, Finnish Lapphund, Pomeranian and Japanese Spitz. Six to eight weekly depending on needs and home care. We may not accept bookings unless this schedule is followed.

Health, parasites and fleas

We reduce risk by separating dogs from different households, using fresh bowls, and washing all bedding and towels between dogs with vet approved detergents. Our raised beds use flea deterring fabrics. We follow daily, weekly and monthly cleaning routines. Our one on one and low volume approach further reduces risk.

We carry out a general health check at the start of each groom and record notable changes such as new lumps or changes to existing growths.

If fleas are found we will contact you. With or without contact we may treat with a gentle pyrethrin rinse and, if appropriate, a flea shampoo. A surcharge of $10 to $50 applies depending on size, coat and severity. Severe cases may require immediate pick up and a cleaning fee.

We strongly recommend year round vet approved flea and tick prevention, and heartworm and intestinal worm treatment. Parasites can be picked up from grass and soil and carried by wildlife. Exposure can occur anywhere. New Leash Dog Salon is not liable for infections or infestations perceived to have occurred at the salon. We follow best practice and encourage vaccinations and preventatives to reduce risk.

Right to refuse service

We may refuse service at any time at our discretion. Reasons include staff safety concerns, a dog being unwell or not fit for grooming, severe matting that requires veterinary care, suspected zoonotic disease, abusive conduct, or false or harmful online statements. We may request removal of false content and consider legal options if needed. New Leash Dog Salon is not liable for losses that arise from refusal of service.

Customer behaviour

We expect respectful conduct at all times.
• Be courteous to staff and other clients.
• Follow our safety directions, including use of leads and pick up times.
• Do not film staff or other clients without consent.
• We may ask you to leave or refuse service if behaviour is abusive, threatening or unsafe.

Payments

Payment is due on the day.
• You can pay on site at pick up or through our secure online portal before collection.
• Any deposits, late fees or treatment surcharges are added to the final bill.
• All outstanding amounts must be settled before rebooking.

Bookings

All bookings are made through our portal only.
• We do not take bookings by phone, SMS, email or social media.
• You will receive confirmations and reminders through the portal.
• You can manage changes in the portal, subject to the cancellation policy.
• If you need a hand using the portal, we can assist.