Our Policy

By booking in your dog’s grooming service with Hamlet Hounds you are agreeing with the following.

Drop Off & Pick Up Policy

When dropping off your dog, you will be advised of a timeframe we anticipate completion of services. Please keep in mind that grooming can be a very time consuming and unpredictable process depending on the dog's behaviour, as well as condition of the coat, and when clients arrive for the appointments. We will do our best to manage the approximated time given, but please understand that factors outside of our control can influence how long the process may take. 

Our grooming service include 3 hours of care for toy, small and medium dogs and 4 hours of care for large and extra large dogs. If you are unable to pick up your dog by the end of our care allocation time, there will be an additional charge of $10 per hour.

Exceptions may apply for reasons outside of your control.

Late Policy

If you are expected to run more than 15 minutes late, please advise the salon as we run on a tight schedule. Failer to notify, drop offs after the 15 minutes, a $25 late ‘drop off’ fee will be applied to your file.

Exceptions may apply for reasons outside of your control.

Cancellations & No Show Policy

We require 24 hours notice of cancellation. If you fail to notify or make contact outside of 24 hours, we reserve the right to charge up to the full grooming fee due to the loss of revenue caused by a ‘no show’. The ‘no show’ fee will be applied to your file and will need to be paided in full before a future booking can be made.

Exceptions may apply for reasons outside of your control.

Medical Conditions or Senior dogs 

Grooming procedures can sometimes be stressful, especially for a senior dog or dog with health problems. Grooming can expose hidden medical problems as well as aggravate an existing one, whether it be during or after the groom. Because senior dogs and dogs with health problems have a greater risk of injury, these dogs will be groomed for comfort and cleanliness, as Hamlet Hounds will not compromise any dog's health and/or wellbeing to achieve “the perfect groom”. 

The owner will also inform Hamlet Hounds of new conditions as they arise. Hamlet Hounds will not be responsible for accidents or injury to elderly or health compromised dogs during their grooming. By the owner granting permission for Hamlet Hounds to groom their senior or health-compromised dog, they will also agree to discussing any and all (past and present) health problems to the best of their knowledge. 

Puppy's First Haircut  

The first grooming experience for a puppy (up to 24 weeks of age) requires patience and understanding, therefore more time may be necessary to work with younger dogs.  Gradually adding steps to the grooming process on a regular basis will help to minimise any potential stress.  Owners can help their dogs accept grooming by regularly massaging the dog's paws as well as brushing & combing their coats.  Frequent handling of paws can help dogs better accept nail clipping or trimming around the feet.  

Puppies should have completed all vaccinations prior to their first groom.

Fleas 

If fleas are found on your dog, Hamlet Hounds will give a mandatory once-off flea wash treatment for an additional fee (based on the size of the dog). 

The flea wash is effective on the dog only. If there are fleas in the home area, the treatment will not protect your dog once they leave the establishment. 

Matted Dog Policy 

Dogs with matted coats will require extra attention. If the matting is deemed minimal by our groomer or store manager, and the dog responds well, we may brush them out for an additional fee (based on the size of the dog). 

However, if we do not believe we can remove the mats in a timely manner or we feel your dog is in pain, we will not continue and will short shave. We firmly believe that grooming should be an enjoyable experience and will not put your dog through the discomfort of unnecessary de-matting. 

We will notify you and require a ‘Matted Dog’ consent form to be completed before short shaving your dog. If permission to short shave is denied, the groom will not be completed and you must collect your dog as they were left. There is a greater risk of nicking, scratching, cuts etc, during the grooming process. In addition, the skin may appear red, itchy and irritated due to the lack of oxygen reaching in and under the fur. 

Hamlet Hounds will not be held responsible for any injury sustained while grooming a matted dog, including any after effects. Our groomers and store staff will be more than happy to demonstrate effective brushing techniques for matting prevention. 

Double Coat & Shaving Policy

We don’t recommend shaving any double coated breeds as we cannot guarantee that the dog’s coat will grow back correctly. Depending on how close the coat is clipped, your dog’s coat might require sunscreen to protect its skin from being burned. 

Shaving may cause irritation and/or rash and will not necessarily make the dog feel cooler. The double coat acts as insulation in hot and cold weather. Shaving does not reduce shedding, it only makes the shedding coat shored. Clipping down a double coated dog can look uneven or choppy, depending on the dog’s coat type and length requested. 

Therefore our groomers will do their best to make the haircut look the best possible. By signing below, the owner agrees and understands what is involved in shaving a double coated breed.

Accidents 

Although accidents are very rare, there is always a risk when dealing with dogs. Grooming equipment can be sharp, and although we use extreme caution and care in all situations, possible accidents could occur including cuts, nicks, scratches, quicking of nails etc. In most cases, this can happen when a dog is wiggling or moving around. Any incident, no matter how small, will be communicated to the dog owner. 

If necessary, Hamlet Hounds will transport your dog to the nominated Veterinarian. Any veterinary bills resulting from a dog being matted, elderly, aggressive or with a difficult temperament, or from a pre-existing or unforeseeable condition will be the sole responsibility of the owner. Your dog's safety and comfort is our number one priority. 

Therefore, if our groomer feels that your dog's safety will be compromised they will cease the groom and notify you immediately. In the event that an accident does occur, you will be notified. 

Muzzles 

Muzzling does not harm your dog and protects both the dog and the groomer. In some cases, muzzling may even calm a stressed animal allowing the grooming process to continue. 

If your dog acts in a manner that our groomer feels is dangerous, Hamlet Hounds has the right to stop grooming services at any time and a service fee will be collected. We do not muzzle unless your dog gives us a reason to. 

Dangerous/Aggressive Animals & Behavioural Issues 

The owner must inform Hamlet Hounds if your dog bites, has bitten before, is aggressive, unpredictable and/or has any other behavioural issues, including nervousness and high anxiety. If the owner fails to notify us of any potential danger or behavioural issue, you can and will be liable for all medical fees, out of work compensation, as well as any and all property damage. 

We will make every reasonable attempt to groom uncooperative dogs, but we may not be able to complete grooming on dogs that pose a threat to themselves, other dogs or our groomers. We reserve the right to muzzle any dog for their safety and ours.

If a dog is felt to be exhibiting behaviour that is unsafe, it may be in the best interest of the dog that the groom be stopped. A fee will be charged dependent on work completed up to that point. All bites are subject to notification of local authorities. Hamlet Hounds has the right to refuse grooming services, stop grooming services, or cancel grooming services at any time before, during or after grooming. 

We will never sedate your dog. 

Media Release

Hamlet Hounds may take pictures of your dog before and after grooming for website, social, advertising and education. Please let us know if you don’t want your dog's photos involved in any media related releases.

Salon Safety

To ensure the safety to both our team and the dogs in our care, the Hamlet Hounds grooming salon is under 24 hour CCTV surveillance.

Satisfaction 

Your satisfaction is important. If you are unhappy for any reason, and would like something adjusted, we will be happy to work with you when you pick up your dog from their appointment. 

However, once you take your dog home, we will only accept return visits for adjustments 24 hours after your appointment. Any adjustments requested after this time will be charged a grooming fee.