Terms & Conditions

Le Pawtique Terms and Conditions

If you are taking the time to read. These terms exist for one reason: to create the best possible grooming experience for your pet. Every policy below is designed around pet welfare, safety, and ensuring quality care for all our clients.

1. Appointment and Cancellation Policy

Appointments are scheduled in advance to ensure availability. We ask for 24 hours’ notice for any cancellations or changes to help us serve all our clients effectively. Short-notice cancellations or no-shows will incur a 50% fee as detailed in your booking confirmation

2. Late Arrivals

Lateness puts pressure on everyone – your pet, our team, and the clients after you. To ensure every pet receives their full allocated grooming time, appointments begin promptly at the scheduled time. Arrivals more than 15 minutes late will be rescheduled to the next available slot. Repeated late arrivals (more than twice in six months) will incur a 50% rescheduling fee for future appointments.

3. Pet Collection Policy

Pets must be collected promptly at the agreed time. Our facility is not equipped for extended boarding – animals cannot remain on premises longer than 2 hours post-service completion unless the groom itself requires extended time.

4. Pricing

Not all dogs and cats are created equal. We charge R445/hour. Current breed prices are calculated at this rate. Standard pricing applies to well-maintained coats, average size, and cooperative temperament. Extended grooming time is charged in 15-minute increments (R110). Severely matted coats may require 1-3 additional hours. Clients will be consulted upon inspection and during grooming on expected costs.

5. Coat Condition and Matting

When a pet’s coat is severely matted, we prioritize their comfort and safety, which may require clipping shorter than usual. Matting can sometimes hide skin irritation or sores that become visible once removed. We’ll always discuss the best approach with you and keep you informed if a complete shave is necessary for your pet’s wellbeing. Severely matted coats require extra care and carry inherent risks of minor nicks, cuts, or clipper irritation despite our careful handling.

6. Health Disclosure

Please inform us of any health conditions before your appointment, including: coughing, diarrhoea, vomiting, bloating, lethargy, breathing problems, recent surgery, or existing wounds. This includes any allergies, injuries, or past surgeries that may affect grooming.

7. Behaviour Disclosure

Please let us know about any anxiety or behavioral quirks your pet has – this helps us create the most comfortable experience for them. For everyone’s safety, we may need to use a muzzle with anxious pets, and in rare cases where a pet becomes too stressed or unsafe, we’ll pause the groom and discuss next steps with you

8. Parasites

Please inform us of any known parasitic infections such as ringworm, mites, or worms prior to your appointment. In most cases, we will recommend that flea or tick infestations be treated at home before your visit to prevent spread to other animals in our care. If fleas or ticks are discovered during the groom, your pet will be treated at your expense.

9. Emergencies

In the unlikely event of an emergency, we will contact you immediately. If you are unreachable, we may seek veterinary treatment at our discretion.

10. Photography

We may take photographs of your pet for records, educational purposes, or promotional use. Please advise us if you do not consent to this.

11. Payment Terms
    a) Payment is due at the time of in-spa service unless otherwise arranged in advance.
    b) Payment for mobile and collection services is required within 48 hours after the service.
    c) First-time customers must secure their booking with a 50% deposit (based on estimated service cost) at the time of booking.
12. Right to Refuse Service

We’re committed to maintaining a safe, respectful environment for all our clients – both two-legged and four-legged. We reserve the right to discontinue service when behaviour compromises the wellbeing of our team, pets, or other clients.

13. Liability

While every care is taken to ensure the safety of all pets while travelling to and from the spa, grooming at home or while undergoing treatments at the spa, owners will not hold Le Pawtique, its staff nor owners liable for any loss or injury to their pets and/or property.