These guidelines help ensure a smooth, safe and stress-free cat grooming experience. By making a booking with us, you acknowledge and agree to the policies outlined below.
Due to limited availability, The Kitty Concierge only accepts clients that are pre booked on a regular 4, 6, or 8 week schedule. Irregular bookings, travelling clients, and seasonal clients are welcome to request a booking, however available appointments are not guaranteed.
A booking fee of $65 is required to be paid to secure your pet’s grooming appointment. Payment of the booking fee will be your acceptance of The Kitty Concierge’s Terms and Conditions to secure the appointment. The booking fee is non transferable in the event that less than 24hrs notice is given to cancel or reschedule the appointment.
In the case of regular clients; the booking fee is transferred to the next scheduled booking, to secure future appointments. In the event of an irregular, or one off booking; the balance of the full grooming service, less the booking fee, is to be paid at the time of collection of your pet. In the event that a booking fee has been paid, and the services of The Kitty Concierge are no longer required; the booking fee is refunded.
Please be punctual. The Kitty Concierge operates by appointment only, in which the time slot has been booked exclusively for your pet. Clients are required to drop off their pets at their scheduled appointment time, and collect their pet’s at the specified time.
When grooming is in process, the salon doors are strictly locked and unattended. To avoid any stress to your pet, The Kitty Concierge will not rush any part of the grooming service due to time restraints.
If you are going to be a few minutes late, please call or text to inform us. If you are 10 minutes or more late, this is considered a missed appointment, and the full service fee for the scheduled appointment will apply. The service fee is required to be paid, before securing another appointment.
If you are more than 10 minutes late for collection of your pet, you will be required to wait until the next appointment timeslot is complete, as the salon doors are strictly locked and unattended while grooming is in process.
All quotes given prior to the groom are an estimate. The quote may be elevated if the animal is larger in size or weight than estimated before it is sighted. Additional charges will apply for the following reasons;
The coat or hair is matted; which requires additional time to perform the job.
Difficult animals; in which the animal’s behaviour results in the groom taking much longer than normal.
The animal has fleas and/or ticks; if fleas are present $30 will be added to the groom cost as this condition requires treatment, and additional time to perform the job.
These cases consume significantly more time, products, tool and equipment wear and tear, and result in more labour intensive work, and therefore will incur extra charges.
It is required that all kittens have completed their third round of vaccinations before they can be groomed at The Kitty Concierge. Adult pets are required to be up to date with their vaccinations as per your vet’s recommendations. In the event that your pet should become infected; all treatment and costs associated will be your responsibility.
You must disclose any past or present medical illness, injuries or conditions your pet has. Please keep us informed of any changes in your pet’s health or temperament, to allow us to continue to provide a service tailored to your pet's need's. If we believe that the animal is unfit for grooming at any point in the session, you will be called for collection of your pet.
For your pet's safety, The Kitty Concierge does not allow owners to remain in the workplace for the grooming appointment. Behaviourally, your pet is much more likely to be restless and difficult to groom if he/she can see, smell, or hear you. Pets are more settled and behave much better when the owner is absent.
Please be discreet if you arrive early for collection, and waiting for your pet’s groom to be completed. Once your pet is aware of your presence, this can excite them, causing them to move and fidget. For the safety of your pet, the groom may have to be considered finished, regardless of the stage of the groom.
Grooming services can sometimes be stressful, especially for a senior pet, or pet with health problems, and can expose hidden medical problems or aggravate a current one during or after the groom. Senior pets, and pets with health problems, have a greater chance of injury, these pets will be groomed for cleanliness and comfort, in styles that will not add to their stress.
You agree to inform The Kitty Concierge if your pet/pets bite, has bitten, or has aggressive tendencies towards people or specific grooming procedures.
With failure to inform us, if your cat should bite; you understand that you will be held liable for all bites or injury caused by your pet, and will be responsible for any and all related medical bills, recovery costs, loss of income and equipment damage.
In the case of an aggressive or difficult animal; an air muzzle or e collar may be used. Feline specific muzzles are a safety tool, will not harm your cat, and protects both the pet and groomer from harm.
For the safety of the groomer and your pet, The Kitty Concierge reserves the right to refuse/stop services at any time, before or during the groom.
If the matted area of the coat cannot be detangled or brushed out, it will need to be shaved out, which presents greater risk of injury during the grooming procedure, such as nicks and cuts, as it is required to work close to the skin.
Matted coats can cause a variety of skin and health problems. Matted fur does not allow for air circulation to the skin; causing hot spots, bacterial and fungal infections. As matting pulls on the skin, it can result in the skin underneath to be raw and inflamed, bruised, and severe cases cause tears to the flesh.
In the event that your pet's coat needs to be shaved down to release it from matting, if a Veterinary service is required for any post grooming effects of this procedure, all treatment and costs associated will be your responsibility.
In the event of a medical emergencies that may occur during our care, you authorise The Kitty Concierge to immediately seek professional veterinarian attention for your pet; all treatment and costs associated, will be your responsibility.
In the event that an injury occurs, or is uncovered during the grooming process, that requires professional veterinarian attention; all treatment and costs associated, will be your responsibility.
In the event that your pet should pass away during the grooming process, or shortly after; a necropsy will be required, in order to definitively determine cause of death.
While it is understood that situations out of our control can arise, The Kitty Concierge requires 24hrs notice to cancel or reschedule to your appointment. Last minute cancellations and no shows inconvenience clients on the waitlist, and cause direct financial loss for the small business.
In the event that we receive less than 24hrs notice to cancel or reschedule your appointment: booking fees paid to secure the appointment, will not be transferable. If a booking fee has not been paid to secure the appointment, the fee of $65, is required to be paid for the late notice cancellation. A new booking fee is required to be paid to secure another appointment.
Same day cancellations, missed appointments, and no shows are required to make the full payment of the service booked, as reimbursement of the timeslot allocated to you, that was unable to be filled. A new booking fee is required to be paid to secure another appointment.
Repeat offenders are required to pre-pay the full estimated service fee, as a booking fee to secure next appointment, and/or result in refusal of any future service.
Photos may be taken of your pet before, during and after the groom is complete. Photos may be used in advertising or on The Kitty Concierge’s social media sites. Most clients enjoy seeing their pet featured, however please let us know if you do not wish your animal’s photos to be made public.
The Kitty Concierge relies on client feedback to ensure that every client, and their pet, is happy with the service that we provide. If you are unhappy with any part of your pet’s groom, please let us know, so that for future appointments, we can change or alter your pet’s style to what you want to be achieved.
By choosing to use this service, you agree that you have read the Terms & Conditions of The Kitty Concierge, and agree to abide by these terms.