The fine print, in plain English

Grooming & Boarding Terms & Conditions

Last updated: 23 October 2026

These terms apply to every grooming appointment and dog boarding stay at Furtastic Pet Studio. Sections 17 to 22 add the extra terms for boarding. They're here so you know what to expect and so we can keep every dog in our studio safe and comfortable. By booking an appointment you agree to them. If anything is unclear, just ask us.

Before the groom

1. Bookings & quotes

Prices on our website are "from" prices. Every dog is different, so the final price depends on your dog's size, breed, coat type, coat condition and behaviour on the day. We'll look your dog over at drop-off and confirm a quote with you before we start.

2. Health & medical conditions

Please tell us about any medical conditions, past injuries, allergies, skin problems or medication when you book or at drop-off. Grooming can sometimes reveal conditions that were already there, such as lumps, skin irritation, hot spots or ear infections. We'll let you know about anything we notice, but we can't take responsibility for health conditions that existed before the groom.

3. Vaccinations

We strongly recommend that all dogs are fully vaccinated before visiting, to protect them and every other dog in our studio. Puppies aged 6 months or younger must show proof of vaccination on their first visit. If you choose not to vaccinate your dog, you accept the risk of them catching a vaccine-preventable illness. We may decline to groom a dog that looks unwell.

4. Senior & anxious dogs

Grooming can be tiring for older dogs and stressful for nervous ones. We'll go at their pace, take breaks and may keep the groom shorter or simpler for their comfort. Please let us know about any mobility, heart or breathing problems. While we take extra care, older dogs can be more prone to stress-related or age-related issues during or after a groom.

5. Dogs & services we can't take

For the safety of your dog, we don't groom:

• dogs that are pregnant or in heat
• dogs recovering from surgery, unless your vet has cleared them for grooming

We also don't offer dental scaling, anal gland expression or sedation. These are best done by your vet. Our teeth brushing add-on is a gentle surface clean only.

During the groom

6. Matted coats

Your dog's comfort comes before looks. Brushing out heavy matting can be painful, so badly matted coats may need to be clipped short instead. The skin under a matted coat is often already irritated, and it may look red afterwards. Even with careful work, minor nicks can occasionally happen when clipping very tight mats.

De-matting takes extra time, which is charged per 15 minutes. We'll always talk to you before doing any extra work.

7. Your dog's finished style

Please tell us how you'd like your dog to look at drop-off. Photos are very helpful. We'll follow your instructions as closely as your dog's coat condition and behaviour allow.

8. Nails & ears

We'll only trim nails if your dog lets us do so safely. If we can't, we'll tell you at pick-up, and the service price still applies.

Ear cleaning is part of our full grooms. We don't pluck ear hair as routine. We'll only do it if you ask, and you accept that plucking can occasionally cause irritation afterwards.

9. Fleas & ticks

To protect the other dogs in our studio, if we find fleas during the groom your dog will be given a flea treatment bath, at your cost.

10. Behaviour & safety

Please tell us before the groom if your dog has ever bitten, snapped, or become anxious or aggressive while being handled. To keep your dog and our team safe, we may use a muzzle, rest your dog in a crate between steps, or stop the groom. If we stop a groom for safety reasons, you'll be charged for the time and work already done.

11. Right to refuse

We may decline or stop any groom if we believe it puts your dog or our team at risk.

12. Accidents & vet emergencies

We take every care, but dogs can move suddenly and minor nicks or clipper irritation can occasionally happen. If we see an injury or health concern during the groom, we'll contact you straight away.

If your dog needs urgent veterinary care while with us and we can't reach you, you authorise us to take them to the nearest vet. Vet treatment costs are your responsibility.

Drop-off, pick-up & payment

13. Late drop-off

Our day runs on a booking schedule. If you arrive late, we may need to shorten the groom or rebook your appointment.

14. Pick-up

We'll text or call you when your dog is ready. Please let us know your preferred contact method at drop-off. We allow 30 minutes' grace after we've let you know. After that, a late pick-up fee may apply.

15. Payment

Payment is due when you collect your dog. We accept EFTPOS, credit card and cash.

16. Cancellations & no-shows

We know plans change. Please give us at least 24 hours' notice if you need to cancel or move your appointment, so we can offer the time to another dog. If you cancel with less than 24 hours' notice or don't arrive for your appointment, a fee of 50% of the booked service will be added to your account and charged at your next visit.

Dog boarding

17. Booking a boarding stay

We have limited boarding space, so a stay is only confirmed once we've confirmed it with you. Please tell us your drop-off and pick-up dates and times when you book. Boarding prices depend on your dog and the length of the stay, and we'll confirm a quote with you before the stay is booked. The rest of these terms also apply to boarding, including health, behaviour, our right to refuse and vet emergencies.

18. Boarding vaccinations

Because boarding dogs spend more time together, every dog that boards with us must be fully vaccinated, including against kennel cough (canine cough). Please bring proof of vaccination to your dog's first stay. We can't board a dog without up-to-date vaccinations, or a dog that is in heat or unwell.

19. Food, medication & belongings

Please bring enough of your dog's usual food for the whole stay, plus a little extra in case of delays. A sudden change of food can upset their stomach. Any medication must be in its original packaging, with clear written instructions. You're welcome to bring a bed, blanket or toy that smells like home. Please label everything. We take care of your dog's belongings, but we can't be responsible for loss of, or damage to, bedding or toys.

20. Your dog's wellbeing during a stay

A change of routine can be unsettling. Some dogs eat less, drink more or have a mild upset stomach in their first day or two, and this usually settles quickly. We'll keep a close eye on your dog throughout their stay and contact you if we're worried. If your dog needs a vet, section 12 applies.

21. Staying in touch while you're away

Please leave us a phone number we can reach you on during the stay. If you'll be hard to reach, such as overseas or out of mobile coverage, please also give us an emergency contact who can make decisions about your dog on your behalf.

22. Boarding payment & cancellations

Payment for a boarding stay is due when you collect your dog. Our cancellation terms in section 16 also apply to boarding stays. If you collect your dog later than the agreed pick-up day, the extra time will be charged at our usual boarding rate.

Other

23. If you're not happy

If you're not happy with your dog's groom, please contact us within 24 hours of collection, ideally with photos, so we can look at it while it's fresh. Where we've made a mistake, we'll offer a free touch-up appointment to put it right.

24. Photos

We love showing off our clients! We may take photos of your dog during their visit and share them on our website or Instagram. If you'd rather we didn't, just tell us at drop-off or any time after, and we won't.

25. Your privacy

We keep your contact details, your dog's details and notes from each visit so we can manage your bookings, groom your dog safely and contact you about your appointments. We may also send you occasional promotional emails. Every one has an unsubscribe link, and you can opt out at any time. We don't sell or share your information with anyone else. You can ask to see or correct the information we hold about you at any time, in line with the Privacy Act 2020.

26. Changes to these terms

We may update these terms from time to time. The latest version will always be on this page, with the date it was last updated at the top.