Service Agreement & Terms of Service

These terms apply to all grooming services provided by Andrew Vennells, trading as Groomies (ABN 54 974 346 541), a mobile dog grooming service operating in and around Melbourne, Victoria (“we”, “us”, “our”). By booking an appointment with Groomies, you (“you”, the “client”) agree to these terms.

We’ve written these in plain English because we’d rather you actually read them. The short version: we’ll look after your dog like it’s our own, we’ll always put their welfare ahead of the perfect haircut, and we ask that you’re upfront with us about your dog’s health and behaviour so we can groom them safely.

1. Bookings

1. Appointments can be made online at groomies.com.au, by phone on 0448 436 212, or by SMS.
2. A booking is confirmed once you receive a confirmation from us (via our booking system).
3. Appointment times are approximate. As a mobile service, traffic, weather, and the needs of the dog before yours can shift our arrival time. We’ll keep you updated if we’re running more than 15 minutes behind.
4. First-time clients: please allow extra time at your first appointment for a brief meet-and-greet and coat assessment before we begin.

2. Access, parking & site requirements

1. You must provide a safe, legal parking space for our grooming trailer at or near your property — reasonably flat, and clear of overhanging obstructions.
2. Our trailer carries its own water, but it does need power. You must provide access to a standard 240V power outlet within approximately 25 metres of where the trailer is parked. Ideally, please make two separate outlets available: this lets our high-velocity dryer and air conditioning run at the same time. The air conditioning is essential for drawing moisture out of the air during the bath and dry, which keeps your dog comfortable and speeds up drying. We can still groom with a single outlet, but it may take a little longer. We supply our own outdoor-rated leads and safety equipment.
3. If we arrive and cannot safely park or set up, and the issue can’t be resolved within 15 minutes, the appointment will be treated as a late cancellation (see clause 5).
4. Please ensure your dog is secured and available at the appointment time — not loose in a yard we can’t access, and not out on a walk.

3. Pricing & quotes

1. Prices are based on your dog’s size band, coat condition, behaviour, and the service selected. Our current pricing is available at groomies.com.au.
2. Any price given before we’ve seen your dog is an estimate. The final price is confirmed on assessment at the start of the appointment, before we begin. If the price will differ from your estimate, we’ll tell you and get your OK first — no surprises at pickup.
3. Additional charges may apply for de-matting, de-shedding, flea treatment, advanced handling, or travel outside our standard service area. These are itemised on our pricing page and always discussed with you before work begins.

4. Payment

1. Payment is due in full on completion of the appointment.
2. We accept card and contactless payment (via Square) and bank transfer by prior arrangement. A tax invoice is provided for every appointment.
3. No deposit is required to book.
4. Any outstanding amounts (including cancellation fees) must be settled before a new appointment can be booked.

5. Cancellations, no-shows & rescheduling

Our day is built around booked time slots, and as a mobile service we can’t fill a gap at short notice the way a salon can. We get that life happens — but late cancellations cost us the slot, the travel, and another dog’s chance at that time.

1. More than 24 hours’ notice: cancel or reschedule free of charge.
2. Less than 24 hours’ notice: a cancellation fee of 50% of the quoted service price applies, with a minimum fee of $40.
3. No-shows (we arrive and can’t access your dog, or you’re not home and uncontactable within 15 minutes): the full quoted service price applies.
4. Cancellation and no-show fees are invoiced and must be paid before your next booking is confirmed.
5. Genuine emergencies happen. Talk to us — we’d always rather reschedule a good client than charge a fee.

6. Your dog’s health — what you must tell us

Before your first appointment (and if anything changes), you must tell us about:

1. Any medical conditions, allergies, injuries, or recent surgery
2. Any current medication
3. Pregnancy or suspected pregnancy
4. Any history of seizures, collapse, or heat sensitivity
5. Vaccination status — we require dogs to be up to date with C5 vaccination (or titre-tested equivalent) per your vet’s advice

We groom one dog at a time in a private trailer, so dog-to-dog contact is minimal — but honest health information is essential for us to groom your dog safely. If undisclosed health issues put your dog at risk during grooming, we may stop the groom for their safety (clause 9 applies).

7. Fleas, ticks & parasites

1. If we find fleas on your dog, we will (with your consent) perform a flea rinse at an additional charge, or stop the groom. We must then decontaminate the trailer before the next dog, and a cleaning fee applies.
2. If we find a tick, we’ll tell you immediately and recommend veterinary attention. In warmer months, please check your dog for ticks before appointments.
3. Chronic flea infestation needs vet-directed treatment at home — grooming alone won’t fix it, and we’ll be honest with you about that.

8. Matted coats — humanity before vanity

Matting is painful. Mats pull on the skin constantly, trap moisture, and can hide sores, parasites, and infection. De-matting a heavily matted coat by brushing is distressing and painful for the dog, and we won’t put a dog through it.

1. Light matting can usually be safely brushed or worked out — a de-matting charge applies based on time.
2. Where matting is moderate to severe, the humane option is a short clip-off under the mats, and this is what we’ll recommend. We will always discuss this with you before proceeding.
3. Clipping a matted coat carries inherent risks even with skilled, careful work: nicks, irritation, and uncovering pre-existing skin conditions hidden by the mats. You accept these risks when consenting to a clip-off. We’ll show you anything we find.
4. A dog’s coat grows back. Their trust in grooming, once broken by a painful experience, is much harder to restore. We’ll always choose the kind option.

9. Behaviour, handling & our right to pause or stop

1. You must tell us before the appointment if your dog has ever bitten, snapped at, or shown aggression toward a groomer, vet, or stranger — or if they’re highly anxious about handling, dryers, or clippers.
2. We’re experienced with nervous and difficult dogs, and we’ll work patiently. An advanced handling fee may apply where a dog needs significantly more time or two-person techniques, and we’ll tell you before continuing.
3. We may use a soft muzzle or grooming restraint where needed for the dog’s safety and ours. This is standard, humane practice.
4. We reserve the right to pause or stop any groom if continuing would put the dog or groomer at risk, or if the dog is too distressed to continue humanely. If we stop partway, you’ll be charged for the work completed (minimum $40), and we’ll talk with you about a plan — shorter sessions, vet-supported grooming, or a referral.
5. You are liable for any injury your dog causes to the groomer where you failed to disclose a known bite history.

10. Senior dogs & dogs with pre-existing conditions

Older dogs and dogs with health conditions deserve to be comfortable too, and we’re happy to groom them — gently, with breaks, and with comfort prioritised over perfection. However, grooming is physically demanding for a frail dog, and you accept that:

1. Grooming may reveal or aggravate pre-existing conditions (skin issues, lumps, joint pain).
2. For senior or unwell dogs, we may recommend a shorter “comfort groom” over a full service.
3. In rare cases we may decline to groom a dog we believe is medically unfit for it, and recommend vet-supervised grooming instead.

11. Accidents & veterinary care

1. Your dog’s safety is our first priority, and we maintain careful, professional handling practices at all times. In the unlikely event your dog is injured or becomes unwell during grooming, we will contact you immediately.
2. If we can’t reach you in an emergency, you authorise us to seek veterinary treatment on your dog’s behalf. We’ll take them to your nominated vet where practical, or the nearest available vet/emergency clinic where not.
3. Where injury results from our negligence, we’ll cover the reasonable veterinary costs. Where injury or illness results from a pre-existing condition, undisclosed health or behaviour issues, or the dog’s own actions despite proper handling, veterinary costs are your responsibility.
4. We hold public liability insurance. Details available on request.

12. Satisfaction & re-grooms

If you’re not happy with any aspect of your groom, tell us within 48 hours and give us the chance to make it right — we’ll prioritise a free tidy-up or adjustment. We can’t take responsibility for a haircut you change your mind about after a week, but genuine misses on the agreed style are on us and we’ll fix them.

13. Photos & social media

We love showing off our fresh grooms. By default, you consent to us photographing your dog and sharing photos on our social media and website (dogs only — never your name, address, or identifying property details).

You can opt out at any time — just tell us at booking or any appointment, or email hello@groomies.com.au, and we won’t publish photos of your dog.

14. Privacy

We collect your contact details, address, payment records, and information about your dog to provide our services. We store this in our booking and accounting systems, we don’t sell it to anyone, and we handle it in line with the Australian Privacy Principles. To access or correct your information, contact hello@groomies.com.au.

15. Cancellations by us — weather, breakdowns & safety

As a mobile service we occasionally have to reschedule due to extreme weather (including declared heat and fire danger days), vehicle or equipment breakdown, or groomer illness. If we cancel:

1. We’ll give you as much notice as possible and priority rebooking.
2. No fee applies to you, and anything you’ve prepaid is refunded or credited at your choice.
3. On days of extreme heat, appointments may be shifted earlier or rescheduled for the dogs’ safety.

16. Liability & Australian Consumer Law

1. Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that services will be provided with due care and skill. Nothing in these terms excludes, restricts, or modifies those guarantees or any other rights you have under law that cannot lawfully be excluded.
2. Subject to clause 16.1, and to the maximum extent permitted by law, our liability for any claim arising from our services is limited to the cost of re-supplying the service or refunding the amount you paid for it.
3. Subject to clause 16.1, we are not liable for matters arising from information you failed to disclose under clauses 6 and 9, pre-existing conditions, or the inherent risks of grooming described in these terms that occur despite due care and skill.

17. General

1. We may update these terms from time to time. The current version is always at groomies.com.au/terms, and material changes will be flagged when you book.
2. These terms are governed by the laws of Victoria, Australia.
3. If any part of these terms is found to be invalid, the rest continue to apply.

Questions? hello@groomies.com.au · 0448 436 212

Groomies — The Tail Wagon keeps tails waggin’ 🐾