Terms and Conditions

Terms of Service

1. General Conditions of Service

Pets are accepted for grooming under the following conditions:

Health & Safety

All pets must be fit and healthy at the time of grooming. Grooming of elderly, anxious, aggressive, or infirm pets is performed at the owner’s risk. McKinnon’s Dogwash and Grooming is not liable for grooming-related stress, injury resulting from pre-existing conditions, or the discovery of underlying health, skin, or behavioural issues during or after the grooming process.

Vaccinations & Health Status

Pets should be up to date with vaccinations or otherwise be in good general health. If your pet is not vaccinated, this must be disclosed prior to the appointment so alternative arrangements can be discussed and agreed upon.

Right to Refuse or Cease Grooming

For the safety of the pet and groomer, McKinnon’s reserves the right to refuse, modify, or stop a grooming service at any time if a pet is deemed too stressed, aggressive, or unsafe to continue. Partial services may still be charged.

Emergency Veterinary Care

In the event of an emergency where the owner cannot be contacted, you authorise McKinnon’s Dogwash and Grooming to seek veterinary treatment at the nearest clinic. All veterinary and associated costs remain the responsibility of the owner.


2. Grooming Services & Pricing

Pricing Structure

Prices are based on breed, size, coat condition, behaviour, and services required. Final pricing may vary if additional time, handling, or safety measures are required.

Included Services

Standard grooming includes nail trimming and ear cleaning unless these procedures are deemed unsafe or excessively stressful for the pet or groomer.

Services Not Provided

McKinnon’s Dogwash and Grooming does not perform anal gland expression. This procedure must be carried out by a licensed veterinarian.

Matting Policy

Severe matting may require de-matting or full coat removal, which may significantly alter the pet’s appearance and can reveal underlying skin or health conditions. A Matted Dog Waiver must be signed prior to any de-matting service. Owners acknowledge that de-matting may cause discomfort and that coat removal may be the most humane option.
Please view our Matted Dog Waiver for more information.

3. Payments & Fees

Payment Terms

Full payment is required on the day of service. We accept cash and credit card payments.

Late or Failed Payments

Failure to pay on the day of service may result in late payment fees and/or cancellation of future bookings.

Invoicing

If invoicing is required, this must be arranged in advance by speaking with a staff member and completing an Invoicing Management Agreement.

4. Complaints & Corrections

If you are dissatisfied with any aspect of the grooming service, or notice an issue after your appointment, you must notify us within 48 hours.
For groom-quality concerns, Mel and James will personally offer a complimentary correction, where appropriate.

5. Appointments, Cancellations & No-Shows

Cancellations & Rescheduling

• A minimum of 24 hours’ notice is required to cancel or reschedule an appointment without charge.
• Appointments cancelled with less than 24 hours’ notice may be charged the full grooming fee.
• In cases of emergencies or unforeseen circumstances, cancellation fees may be waived at the groomer’s discretion.
• McKinnon’s reserves the right to cancel or reschedule appointments when necessary. Every effort will be made to offer an alternative appointment time.

No-Shows

A no-show is defined as a client failing to attend their scheduled appointment without adequate notice.
No-shows may be charged the full grooming fee due to lost appointment time. Repeated no-shows may result in refusal of future bookings.

6. Appointment Day & Pickup Policy

McKinnon’s Dogwash and Grooming specialises in dogs with anxiety, aggression, and behavioural challenges. Grooming duration can vary.

• Appointment times are scheduled start times, not guaranteed finish times.
• Owners will be notified when grooming is complete.
• Dogs must be collected within a reasonable timeframe following completion of the service.

Holding Fee

A holding fee of $25 per hour (or part thereof) will be charged for dogs not collected within a reasonable period after grooming completion. This fee covers additional supervision, care, and staffing requirements. Holding fees must be paid prior to release of the pet.

7. Photography & Marketing Consent

By using our services, you consent to McKinnon’s Dogwash and Grooming taking photographs or videos of your pet for business, educational, and promotional purposes, including use on social media, website, and advertising materials.
If you do not wish for your pet’s images to be used, you must notify us in writing or verbally prior to the appointment. We will respect all opt-out requests.

8. Communication

All bookings, cancellations, and enquiries must be made via our business phone line:
📞 0434 892 844

For current pricing and services, please visit:
🌐 www.mckinnonsdogwashandgrooming.com

9. Client Acknowledgement

By booking and/or signing below, you acknowledge that you have read, understood, and agree to these Terms of Service and consent to grooming services being provided under these conditions.

Acknowledgement of Coat Condition

I acknowledge that my dog’s coat is severely matted, impacted, or tangled and that this condition requires special handling, additional time, and may limit grooming options.

I understand that matting can:

• Cause pain, discomfort, bruising, or skin irritation during grooming
• Hide underlying skin conditions, wounds, parasites, infections, or growths
• Result in clipper irritation, razor burn, redness, or patchy coat regrowth
• Lead to changes in coat texture, colour, or length after grooming

Grooming Method & Appearance

I understand and agree that:

• De-matting may not be humane or safe, and full or partial coat removal may be the safest option for my dog.
• The final appearance of my dog may be significantly different from breed standards or my expectations.
• Grooming decisions will be made at the groomer’s professional discretion, prioritising my dog’s welfare and safety.
• Specific style requests cannot be guaranteed on matted coats.

Behaviour & Safety

I understand that matted dogs may be more sensitive, reactive, or stressed during grooming.
I acknowledge that:

• Grooming may need to be modified, paused, or stopped if my dog becomes overly stressed or unsafe.
• Partial services may still be charged even if the groom cannot be completed.

Veterinary & Medical Disclaimer

I understand that grooming a matted coat may expose or aggravate pre-existing conditions.
McKinnon’s Dogwash and Grooming is not responsible for:

• Pre-existing or hidden medical conditions revealed during or after grooming
• Veterinary treatment required as a result of severe matting or underlying issues

Any veterinary care required remains the responsibility of the owner.

Release of Liability

I release McKinnon’s Dogwash and Grooming, its owners, and staff from liability for any injury, stress, or condition resulting from grooming a severely matted coat, provided all reasonable care has been taken.

Owner Consent

By signing/booking an appointment, I confirm that:

• I have disclosed all known medical, skin, and behavioural issues
• I understand the risks associated with grooming a matted dog
• I authorise McKinnon’s Dogwash and Grooming to proceed with grooming under these conditions

1. Nature of Behaviour Training Services

I understand that McKinnon’s Dogwash and Grooming provides behaviour support, handling guidance, and training services designed to assist with behavioural challenges including, but not limited to, anxiety, fear, reactivity, aggression, and handling sensitivities.

I acknowledge that:

• Behaviour training is not veterinary care and does not replace advice, diagnosis, or treatment from a veterinarian or qualified veterinary behaviourist.
• Behaviour change varies by dog and requires consistency, time, and owner participation.
• No guarantees can be made regarding specific behavioural outcomes.

2. Owner Responsibility & Participation

I understand that successful behaviour modification requires active owner involvement.

I agree that:

• I am responsible for implementing recommendations provided during and after sessions.
• Inconsistent follow-through may limit or prevent progress.
• McKinnon’s Dogwash and Grooming is not responsible for lack of improvement due to owner non-compliance.

3. Health & Disclosure

I confirm that:

• I have disclosed all known medical, behavioural, bite history, and handling concerns.
• My dog is physically fit to participate in behaviour training.
• I understand that pain, illness, or underlying medical conditions may contribute to behavioural issues and may require veterinary assessment.

McKinnon’s Dogwash and Grooming reserves the right to pause or cease training if health or welfare concerns arise.

4. Safety & Handling

I acknowledge that working with dogs displaying behavioural challenges carries inherent risk.

I understand and agree that:

• Reasonable safety measures will be used at all times.
• Sessions may be modified, paused, or terminated if a dog becomes unsafe or overly stressed.
• The use of muzzles, leads, barriers, or management tools may be required for safety.
• If a session is ended early due to behaviour or welfare concerns, the session may still be counted as used.

5. Limitation of Liability

I agree that McKinnon’s Dogwash and Grooming, its owners, and staff are not liable for:

• Injury, bites, or property damage caused by my dog
• Behavioural incidents occurring outside of scheduled sessions
• Regression, lack of improvement, or unintended behavioural outcomes

I accept full responsibility for my dog’s behaviour at all times.

6. Veterinary & Professional Referrals

I understand that:

• Some behaviour concerns may require referral to a veterinarian or veterinary behaviourist.
• McKinnon’s Dogwash and Grooming may recommend additional professional support where appropriate.
• Continuing behaviour training without veterinary clearance may not be suitable in some cases.

7. Cancellations & Rescheduling

• A minimum of 24 hours’ notice is required to cancel or reschedule a behaviour training session.
• Sessions cancelled with less than 24 hours’ notice may be charged in full or forfeited.
• Failure to attend a session without notice will be considered a no-show, and the session will be forfeited.
• Cancellation fees may be waived at the discretion of McKinnon’s Dogwash and Grooming in genuine emergency situations.

8. Fees, Packages & Timeframes

• Behaviour training sessions may be purchased individually or as prepaid packages.
• Packages are non-transferable and must be used within the following timeframes unless otherwise agreed in writing:
  • 2-session package: valid for 4 weeks
  • 3–4 session package: valid for 8 weeks
  • 5+ session package: valid for 12 weeks
• Sessions not used within the applicable timeframe may be forfeited.
• Extensions may be granted at the discretion of McKinnon’s Dogwash and Grooming in exceptional circumstances.

9. Refund Policy

• Behaviour training services and packages are non-refundable once commenced.
• Refunds will not be provided for missed sessions, lack of progress, or behavioural regression.
• Any refund exceptions are at the sole discretion of McKinnon’s Dogwash and Grooming.

10. Photography & Educational Use

I consent to photographs or videos of my dog being taken during behaviour training sessions for record-keeping, educational, or promotional purposes, including use on social media and business materials.

If I do not consent, I will notify McKinnon’s Dogwash and Grooming prior to the session, and my preference will be respected.

11. Agreement & Acknowledgement

By signing/booking a session/package, I confirm that:

• I have read and understand this Behaviour Training Services Agreement
• I accept the risks involved in working with dogs with behavioural challenges
• I agree to all terms outlined above and consent to services being provided under these conditions

Privacy Policy

McKinnon’s Dogwash and Grooming is committed to protecting your privacy and handling personal information responsibly in accordance with the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs).

This policy outlines how we collect, use, store, and disclose personal information.

1. Information We Collect

We may collect personal information including, but not limited to:

• Client name, phone number, email address, and billing details
• Pet information including name, breed, age, medical history, behavioural history, and grooming or training notes
• Appointment history and service records
• Photos or videos of pets (with consent)
• Communication records relating to bookings, enquiries, or services

We only collect information that is reasonably necessary to provide our services.

2. How We Collect Information

Information may be collected when you:

• Make a booking or enquiry
• Complete intake forms, waivers, or service agreements
• Communicate with us via phone, text, email, social media, or our website
• Attend appointments for grooming or behaviour training

3. Use of Personal Information

We use personal information to:

• Provide grooming and behaviour training services
• Manage bookings, payments, and client communication
• Ensure the safety and wellbeing of pets and staff
• Maintain accurate service and training records
• Improve our services and customer experience
• Meet legal, regulatory, or insurance requirements

We do not sell or rent personal information to third parties.

4. Disclosure of Information

We may disclose personal information only when necessary, including:

• To veterinarians or emergency services in the event of a pet emergency
• To service providers who assist with business operations (e.g. payment processing), where required
• When required or authorised by law

All reasonable steps are taken to ensure third parties handle information securely.

5. Photography & Marketing

Photos or videos of pets may be used for business, educational, or promotional purposes, including social media and marketing materials.
Clients may opt out of this at any time by notifying us prior to their appointment. We respect all opt-out requests.

6. Data Storage & Security

We take reasonable steps to protect personal information from misuse, loss, unauthorised access, or disclosure.

Information may be stored:

• Digitally on secure devices or systems
• In physical files stored securely

Access to personal information is limited to authorised staff only.

7. Access & Correction

You may request access to the personal information we hold about you or request corrections if information is inaccurate or out of date.
Requests can be made by contacting us using the details below.

8. Retention of Information

We retain personal information only for as long as necessary to provide services, meet legal obligations, or for legitimate business purposes.

9. Changes to This Policy

This Privacy Policy may be updated from time to time. The most current version will be available upon request or published on our website.

10. Contact Us

If you have questions, concerns, or requests regarding your personal information or this Privacy Policy, please contact us:

📞 0434 892 844

🌐 www.mckinnonsdogwashandgrooming.com

McKinnon’s Dogwash and Grooming prioritises the safety, welfare, and comfort of all pets in our care.

Pickup Expectations

• Owners will be notified when grooming services are complete.
• Dogs must be collected within a reasonable timeframe following notification.
• Our salon is not a daycare facility, and extended holding is not included in grooming services.

Holding Fees

A holding fee of $25 per hour (or part thereof) will apply to dogs not collected within a reasonable period after grooming completion.

Holding fees:

• Cover additional supervision and staffing requirements
• Must be paid prior to release of the pet

Extended Delays & Abandonment

If a dog is not collected and the owner cannot be contacted:

• Emergency contacts listed on file may be contacted
• Continued holding fees will apply

If a dog remains uncollected for an extended period and reasonable attempts to contact the owner are unsuccessful, 
McKinnon’s Dogwash and Grooming reserves the right to:

• Seek advice from animal welfare authorities
• Arrange alternative care where required
• Take steps necessary to ensure the dog’s wellbeing

All costs incurred will remain the responsibility of the owner.

Owner Responsibility

By booking a service, owners acknowledge and agree to this Late Pickup & Abandonment Policy.

Refund & Returns Policy (Retail Products)

This policy operates in accordance with the Australian Consumer Law (ACL).

Faulty or Incorrect Products

You are entitled to a refund, replacement, or repair if a product:

• Is faulty or defective
• Is not as described
• Is unsafe or unfit for its intended purpose

Proof of purchase is required.

Change of Mind

We do not offer refunds or exchanges for change-of-mind purchases.

Hygiene & Safety Exclusions

For health and safety reasons, we cannot accept returns or exchanges on:

• Opened or used shampoos, conditioners, sprays, or grooming products
• Brushes, combs, clippers, or hygiene-related items once opened

Assessment of Returns

Returned items may be assessed before a refund or replacement is approved.
Refunds will be issued using the original payment method where possible.

Contact

If you believe a product is faulty or incorrect, please contact us as soon as possible:
📞 0434 892 844