Terms and Conditions

TERMS AND CONDITIONS
In requesting your dog(s) to be accepted into McKinnons Dogwash and Grooming and our Robertson Retreat, you understand and agree to the following:
Health and behaviour:
  • My dog(s) must be in good general health and I must provide proof of current C5 vaccinations in order for my dog(s) to attend boarding with McKinnons. C5 certification can be provided by your veterinarian. I must inform McKinnons Dogwash and Grooming if my dog has been infected with any transmittable diseases.
  • If my dog(s) requires any medication for any condition, I must supply the medications with specific written dosage instructions. I should bring the exact amount of medicine for the length of the stay. It must have a clear label, written instructions with dosage and frequency.
  • I must have my new puppy or adopted dog at home for at least 2 weeks prior to coming to daycare or boarding.
  • In the event of illness, I authorise staff at McKinnons to take my dog(s) to our recommended Vet, Our Vet Shellharbour, 211 Lake Entrance Rd, Shellharbour, 0242600955. If emergency treatment is required, I will pay in full any vet expenses upon collection of my dog(s) from Robertson Retreat or Taxi Pickup Point.
  • I must inform McKinnons Dogwash and Grooming of any known behaviour problems that my dog(s) may have, including, but not limited to, excessive barking, dominance, mounting etc. McKinnons uses safe and harmless corrective methods such as verbal commands and timeout rooms when reprimanding a dog’s behaviour.
  • All dogs that attend Robertson Retreat for daycare and boarding must be well-socialised and friendly to not only other dogs but also people. Any dog found to be aggressive are unable to be accommodated at Robertson Retreat. Any behaviour deemed dangerous or inappropriate at Robertson Retreat may result in my dog(s) removal from the facility.
  • Robertson Retreat provides an open space environment that allows dogs to interact and play directly with one another off leash under supervision by staff. Every dog reacts differently and animals, by nature, can be unpredictable and therefore present a certain level of risk. I acknowledge and understand that there are certain risks involved in boarding my pet in an open style accomodation, including but not limited to injuries to people, property and animal. McKinnon’s staff will administer first aid if required to all minor injuries and notify me of said injury when I pick up my dog(s). I accept all reasonable risk of injury to my dog(s) that may occur in normal activities expected in this environment. My dog(s) is cared for at Robertson Retreat/McKinnons Dogwash and Grooming without liability for loss or damage from disease, theft, fire, escape, injury or harm to persons, other dogs, or property. I hereby release McKinnons Dogwash and Grooming from any liability or claim for injury or loss associated with my dog’s attendance and participation at Robertson Retreat
  • In case of emergency, I recognise the risks of injury that accompany transport to and from the facility or any other necessary location.
Pick-up and drop-off
  • Our operating hours are from 7:30am to 6pm. If I do not pick up my dog(s) by 6pm there will be a late fee of $10 for the first hour. If my dog(s) has not been collected by 7pm and no prior booking for late pickup has been arranged, overnight accommodation will be arranged and I will be responsible for all costs incurred for transport and accommodation.
  • All dogs must approach, enter and leave the facility on a lead at all times.
  • All dogs must be on-lead and kept under control by their owners until handed over to a Staff Member of McKinnons Dogwash and Grooming. All dogs must wear a collar and name tag at all times whilst attending daycare and boarding at Robertson Retreat.
Overnight boarding
I understand that that I have the option to provide my dog’s bed or blanket, food (and feeding instructions) and harness. Your dog will sleep in an area with other dogs and we take no responsibility for damage to your pets bed. We strongly suggest you to bring a cheaper bed for their stay.
Daycare and boarding bookings
  • All new dogs must undertake an assessment day to be accepted at Robertson Retreat for daycare and boarding
  • All bookings are subject to acceptance via reply email from McKinnons Dogwash and Grooming.
  • All booking cancellations and amendments must be advised no later than 48 hours before the booked day.
  • Cancellations and amendments made within 48 hours of the booking date may be subject to cancellation fees.
Recurring bookings
  • Customers can book recurring days into the future
  • Recurring bookings are subject to the no-show policy – cancellations or amendments to a schedule day or days must be notified at least 48 hours in advance
Payments
  • 50% deposit must be paid to secure booking.
  • Final payment for daycare must be made 1 week prior to check in.
  • Outstanding balances need to be paid before future bookings will be accepted.
  • Public holiday surcharges apply to all bookings if applicable
General
  • I acknowledge that all photographic images or digital recordings taken of the facility, dogs, customers and staff, together with their prints and their copyrights therein are the property of McKinnons Dogwash and Grooming. I authorise McKinnons Dogwash and Grooming to reproduce/alter the images, in print or electronic format without compensation to me and I waive the right to approve the finished images
  • When completing the daycare or boarding booking form, I do so to the best of my knowledge and will notify McKinnons Dogwash and Grooming immediately of any changes to the information I have provided.
  • After hours contact number is: 0434892844
General Terms of Service
Pets are accepted for grooming under the following conditions:
  • Health & Safety: Your pet must be fit and healthy. Grooming of elderly or infirm pets is done at the owner's risk. McKinnon’s Dogwash and Grooming is not liable for grooming-related stress or for the revelation of pre-existing health or skin conditions.
  • Vaccinations: Pets should be up-to-date on vaccinations or in good general health. If not, alternate arrangements may be discussed and agreed upon prior to service.
  • Emergency Authorization: In the event of an emergency and your absence, you authorize McKinnon's Dogwash and Grooming to seek veterinary care at the nearest clinic, with all associated costs to be borne by you.
  • Complaints: If you are dissatisfied or notice anything after the grooming session, it is your responsibility to notify us within 48 hours. In cases related to groom quality, Mel and James will personally provide a free correction.
  • Payments: Full payment is required at the time of service. We accept cash and credit cards. Failure to pay on the day may incur Late Payment Fees and may lead to future bookings being cancelled. If you require invoicing, please speak to a staff member and complete an Invoicing Management Agreement.
  • Pricing: Prices are based on your pet's breed, size, and the services required. All grooming includes nail trimming and ear cleaning unless the procedure is deemed too stressful for the pet or unsafe for the groomer.
  • Services Not Provided: We do not offer anal gland expression, as this procedure should be performed by a licensed veterinarian.
  • Matting Policy: De-matting or full coat removal can drastically change your pet's appearance and may reveal underlying skin or health issues. A Matted Dog Waiver must be signed before any de-matting service.
Appointments, Cancellations, and No-Shows
1. Cancellations & Rescheduling
  • Clients must provide a minimum of 48 hours’ notice to cancel or reschedule without being charged the full appointment fee.
  • In cases of inclement weather, emergencies, or unforeseen circumstances, the groomer may waive the cancellation fee at their discretion.
  • McKinnon’s reserves the right to cancel or reschedule appointments for any reason. Every effort will be made to reschedule at a mutually convenient time.
2. No-Shows
  • A "no-show" is defined as the client not being present or contactable at the scheduled time without sufficient notice.
  • We reserve the right to charge the full grooming fee for no-shows due to lost revenue.
  • McKinnon’s reserves the right to refuse service to any client or pet at our discretion.
Appointment Day Protocol
  • We specialize in pets with anxiety, aggression, or behavioural challenges, which can affect scheduling. We appreciate your patience and flexibility.
  • Please allow a 30-minute window on either side of your scheduled appointment time.
  • If we are running significantly ahead or behind, we will contact you with an updated ETA.
Communication
All bookings, cancellations, and inquiries must be made through our business line:📞 0434 892 844
For a full list of pricing and services, please visit:🌐 www.mckinnonsdogwashandgrooming.com
Client Acknowledgement
By signing below, I acknowledge that I have read and understand the terms of this Service Agreement and consent to the above.