Our Commitment: Safety, Comfort, and Well-being.

Base Rates & Variables: Grooming fees vary depending on breed, size, coat length, coat condition, behaviour, and the requested styling.

Price Variations: Fees may vary between visits depending on the current condition of the coat, such as severe matting, behavioural changes, or any additional time required.

Additional Fees: Supplementary charges apply for specialised care, including severe matting removal, flea treatments, specialised handling, or challenging behaviour.

Right of Refusal: All services are performed at the discretion of store management to maintain the highest standard of safety and comfort for both our team and the pets in our care.

Notice Period: Please provide a minimum of 24 hours' notice for any cancellations or rescheduling requests.

Late Cancellations: The $50 deposit will not be refunded if cancellations are made within 24 hours of the scheduled appointment.

No-Show Policy: Clients who fail to arrive at the scheduled booking time without prior notification will be considered a No-Show. The appointment may be cancelled, and the $50 deposit will not be refunded.

Late Arrivals: We operate on a strict schedule to ensure every pet receives undivided attention. If you arrive late, your service may be shortened to stay on schedule or rescheduled entirely.

*Arrivals delayed by more than 15 minutes: The grooming session may be shortened to fit the remaining time, or a late fee of $25 applies.

*For arrivals delayed by more than 30 minutes without notice, the appointment will be cancelled as a No-Show and the $50 deposit will not be refunded.

Prompt Collection: We will notify you via text or call once your pet's styling is complete. Please collect your companion promptly.

Minding Fees: Pets remaining in the store for more than 30 minutes post-notification may incur a minding fee of $10 per hour.

After-Hours Collection: Collections past our official closing time will incur additional after-hours fees of $25 per 15 minutes.

Specialised Handling Fee: Pets displaying high anxiety, aggression, or difficult behaviour that requires extra handling or extended time will incur a $50 Specialised Handling Fee.

Safety Interruption: If a grooming session cannot be safely completed due to stress or behavioural escalation, we reserve the right to pause or postpone the service at any stage for the well-being of the pet and the safety of our staff.

Service Satisfaction: Your satisfaction is essential to us. If you have any concerns regarding a completed grooming service, please contact the store within 3 days so we can promptly address and resolve them with you.

Retail Product Returns: Unused and unopened retail items in their original packaging may be returned within 14 days of purchase for an exchange or store credit. Proof of purchase is required.

Exclusions: For health and hygiene purposes, opened or used items, pet food and treats, personal care products, and clearance or final sale items are strictly non-returnable.

Faulty Merchandise: Damaged or faulty products will be assessed by management for an exchange or store credit in accordance with consumer guarantees.

Purefur Pet Spa reserves the right to update or modify these policies at our discretion without prior notice. The most current version will always be available in-store and on our official website.