Terms and Conditions

General Terms & Conditions

Any reference to “we”, “our”, or “us” in these Terms and Conditions includes Charlie’s Mates and Puppy Splash Dog Grooming Salon and any of their related bodies corporate.

Use of any of our services assumes that you have read and agree with Charlie’s Mates terms and conditions.

Vaccination and Worming

The owner’s responsibility is to ensure their pet is vaccinated and wormed. Puppies must have received their C5 vaccination ten days before attending the salon. Proof of vaccination is required for all puppies less than 6mths old.

Grooming and Daycare Services

Safety & Welfare:

To help us ensure the safety and welfare of the pet, the owner (or authorised person) must inform Charlie’s Mates staff of the following:

If the pet has a heart or pre-existing medical condition, illness or injury.
If the pet is recovering from a recent surgery.
If the pet is under any form of sedation.
If the pet is aggressive

Services may be refused or ceased if the service is deemed a risk to the pet or other pet’s health.

Animal Safety:

We encourage an open salon policy to allow pets to socialise, stretch and play. We ask owners to please notify the salon team if they would like their pets isolated from other animals in the salon. At the salon's discretion, pets may be crated, tethered or separated for the protection of themselves and other animals within the salon. Pets that display aggression towards the groomer or other dogs will be separated and muzzles used if deemed necessary. Owners may be asked to collect their pets if they present a danger to team members, other animals or themselves.

Health:

In the unlikely event that veterinary treatment is required, which has an imminent impact on a pet’s health, the owner gives consent for this establishment to seek treatment for the pet at the closest Harbourside vet or local veterinary clinic.

The owner will be contacted as soon as possible to advise of any incident or condition noticed or occurring during the service. The service will not be completed until either; the owner is contacted, and permission to continue is granted or consent is obtained and recorded for veterinary assessment, with the owners aware of any costs that may be involved.

We will not be liable for any vet-related costs due to issues arising from;

Pre-existing medical conditions
Matted coats may result in clipper rash and expose pre-existing hot spots and sores.
Minor clipper rash, cuts and scratches that occasionally happen during grooming

Illness:

Should a dog develop an illness while in the care of Charlie’s Mates, the owner will be notified and asked to collect their dog as a point of urgency. This is to alleviate stress on your dog if they are unwell and to stop the spread of illness to other dogs in our care. Your dog will be isolated until you are able to collect them.

Injury:

At Charlie's Mates, we take care to provide a safe environment for all animals at our facility, the client acknowledges that their dog will be interacting with other dogs, as well as exposed to grooming tools and sanitisation products. The care of any injured dogs is our priority, and any first aid will be administered by a trained staff member.

Matting:

It is not uncommon to find pre-existing conditions such as hot spots, sores and other skin issues once the matted coat is removed. There is also a chance that your pet’s skin may become irritated from clipping so close due to matting and could be accidentally cut in the process. Therefore, the procedure takes extreme care and extra time; due to this, there will be additional charges depending on the severity of the matting.

Late Collection Fees:

Additional charges may be incurred for the late collection of the pet. The owner must notify the salon team if they cannot collect on the agreed time. Charges from $15 per 30 mins will be incurred. If the pet is uncollected by close of business and contact cannot be made with the owner or the emergency contact, the local council will be contacted to arrange collection.

Cancellation/No-Show Fee:

24-hour notice is required for grooming cancellations/rescheduling so we can fill your appointment. If less than 24 hours, a Cancellation Fee of $85 will be payable.

24-hour notice is required for daycare cancellation/rescheduling so we can fill your appointment. If less than 24 hours, a cancellation fee of $60 will be payable.

Puppy School & Obedience Class

Bookings:

When time allows before the first class, we will send you confirmation of your booking. This will confirm payment, start date, and other information pertinent to your booking.
The client must ensure they attend on the correct date, time and place for the classes according to the tutor’s instructions.
Booking confirms your attendance for the four-week course. Please make every effort to attend each week. Please let your tutor know if you cannot attend as soon as possible.

Fees and Prices:

The full course fee must be paid before joining the class by a method acceptable to your Class tutor. Failure to pay promptly may result in your place on the course being given to another client.
The price advertised at the time of booking applies

Training Class Attendance:

Our courses consist of 4 weekly classes, rather than a roll-on, roll-off programme or random attendance. We hope that you will attend all the classes and complete the course for optimum results.
To make the most of the classes and achieve optimal results, many short daily training sessions at home are favourable to allow you and your puppy to practise the techniques and lessons before the next class.
Only puppies under 20 weeks of age at the start of the course will be accepted into Puppy School classes. Likewise, only puppies older than 20 weeks will be accepted into our basic obedience classes.
Occasionally, we may find that a class environment does not suit a puppy or owner. Full discussion concerning the best way to proceed will be undertaken, which may result in us making alternative arrangements to assist you.
We encourage older children to attend our classes as we consider this to be in the best interest of all puppies attending. However, we cannot guarantee their presence at every class to socialise the puppies present.
All children must be supervised by a responsible adult who must agree to prevent them from disturbing the learning process during the class. Tutors reserve the right to ask disruptive children not to attend future classes. Children under five years of age may attend only at the tutor's discretion.
Although we make every effort to allow your puppy to play with other suitable puppies in the class for short periods, we cannot guarantee the right mix of puppies on every course for this to be done safely. Consequently, puppy play may not occur in all classes.
We make every effort to ensure the safety of both clients and puppies during the classes. By booking, you accept that participating in an activity with puppies, children, and adults poses a risk of injury to yourself and your puppy, and you agree to indemnify Puppy School for all personal injury and damage to property owned by you while attending the training classes. You also agree to make any person who accompanies you to the class aware that they are also there at their own risk.
Missed classes cannot usually be taken by joining another group run by the tutor at the appropriate time as there may not be spare places, and it is disruptive to the other group to have an unfamiliar puppy join part-way through the course.
Charlie's Mates method of training relies heavily on rewards with food treats. Although we will have some treats available at the class, it is important to bring a supply of tasty, smelly food treats that your puppy will work hard for and is used to eating (please see Reward-based Training for further information).

Training Class / Premises Rules:

All puppies must remain on the lead and kept from contact with other puppies within the premises unless specifically instructed by the tutor.
All instances of accident or injury must be reported to the tutor.
Well-fitted harnesses are permitted in class at the tutor’s discretion and may need to be removed during puppy play. Please bring a suitable collar to have an alternative to the harness.
Flexi or similar retractable leads are not permitted in class to avoid injury to others.
Head collars are not permitted in class to avoid injury to the puppy’s neck and distraction during training.
The following items are NOT PERMITTED in Puppy School classes under any circumstances: choker chains and/or check chains of any description; electronic training collars including citronella; any other device that causes discomfort, pain or fear to the puppy; prong or pinch collars; any equipment that the trainer deems unacceptable.
The use of physical force and punishment-based training techniques are not permitted in Puppy School classes.

Refunds and Cancellations:

Because we operate our classes using a very low tutor: puppy ratio, refunds may not be given for cancellations unless another client can fill the place, or at least 48 HOURS' NOTICE is given before the start of the course. There are no exceptions. We may be able to transfer or defer your place to another course, but this is at the discretion of Charlie's Matestutor and dependent on the age of your puppy at the start of the next available course. Failure to notify us of a cancellation within this time frame will result in no refund.
There will be no refund for cancellations due to lack of vaccination or no vaccination card unless we are notified 14 days in advance of the course commencing. It is your responsibility to have your puppy fully vaccinated.
There will be no partial refunds or make-up classes for missed classes.
If a class has to be cancelled due to extraordinary circumstances beyond our control (such as weather that prohibits travel or is too extreme for safety), a refund will not automatically be given, but every effort will be made to provide an alternative arrangement. This could involve a replacement class on an alternative day.
All other cancellation and refund requests are at the discretion of Charlie's Mates and dependent on individual circumstances.

Photography:

You consent to us taking images or recordings of your pet (“the Images”) to be used as a part of any of our grooming services. You understand and agree that we own all Intellectual Property Rights, including but not limited to the copyright, in the Images.

Privacy Policy

All customer records and information is kept in the strictest of confidence and is not shared with any third party. Any information shared with volunteers or paid employees is strictly on a “need to know” basis.

Email Addresses will be used for the marketing purposes of Charlie’s Mates. You can remove your name from this list at any time by email to info@charliesmates.com.au

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