At Puppawccino, your pet’s safety, comfort, and well-being are our top priorities. To ensure smooth operations and consistent care, we’ve outlined a few important policies. We kindly request all pet parents to review them carefully. As always, we welcome any questions, suggestions, or feedback—thank you for your trust and support.
Vaccination
All dogs must be up to date on vaccinations, and proof must be submitted at the time of booking. Appointments can only be confirmed once vaccination records meet our requirements. Puppawccino is not liable for any illnesses contracted during your pet’s visit.
Health or Medical Problems
While we treat every pet with care, grooming can sometimes reveal hidden health issues. If a medical concern arises during grooming, we will pause the session and contact you immediately. If we’re unable to reach you, we may seek treatment from a nearby veterinarian. All medical expenses are the pet parent's responsibility. Please note, our team is not trained in veterinary medicine and cannot diagnose or treat illnesses.
Accidents
Despite our best efforts, grooming carries some risk. Injuries such as nicks, cuts, or irritation may occur, especially if the pet is restless. Reactions to grooming products or techniques (like shaving or ear plucking) can also happen. In emergencies, we will seek veterinary care at your expense and notify you as soon as possible.
Collars & Leashes
For safety, all pets must arrive and leave on a leash and with a secure collar. We are located inside a mall and cannot accept dogs without proper restraint.
Behavioural Concerns
We have experience handling anxious or reactive pets, but if a dog is too stressed, fearful, or poses a danger, we may need to muzzle, restrain, or discontinue the session. Full or partial service fees may still apply.
Grooming Interruptions
Please avoid entering the grooming area or interrupting sessions. Seeing their owners can overexcite dogs and increase the risk of accidents. For transparency, feel free to observe through our viewing windows.
De-Matting
Your dog’s comfort is our priority. Severely matted fur may require shaving, as brushing it out can be painful. De-matting charges apply based on severity and time. If the dog is in distress, we may pause or reschedule. To prevent matting, we recommend regular brushing and routine grooming. Our team can help create a maintenance plan for your pet.
Parasites
If a dog arrives with fleas, ticks, or other parasites, we may refuse the service and charge in full. If discovered mid-groom, a mandatory flea bath and sanitization process will be carried out at an additional cost. We reserve the right to apply the same policy for other parasites.
Cancellations
To cancel or reschedule, please notify us at least 48 hours in advance. Cancellations within 24 hours or no-shows will be charged the full service price. Prepayment may be required for future bookings. We may also need to cancel or reschedule appointments in the case of emergencies or unforeseen circumstances.
Punctuality
Timeliness helps us maintain a calm and efficient schedule. Late arrivals (beyond 15 minutes) may result in cancellation or rescheduling. If you're late for pickup, please inform us. A late fee will apply for pickups over 20 minutes past the scheduled time.
Pricing & Payment
Pricing is based on your dog’s size and coat type — please refer to our breed chart.
For mixed or special breeds not listed, custom rates will apply depending on size and coat.
Anti-tick treatments and de-matting charges will vary based on coat condition and time required (at groomer’s discretion).
Puppies are charged the same rates as adult dogs of their breed.
All prices are estimates and may vary based on coat condition, behaviour, size, and special handling needs.
Payment is due at the time of pickup.
Prices listed for spa and salon services are exclusive of GST.
Satisfaction
We want you to leave happy. Please review your dog’s grooming at pickup and let us know if any adjustments are needed. We can only make changes while your pet is still in the salon.
Photo Release
We may take photos or videos of your pet during their visit. These may be used for our website, social media, or promotional purposes.
Code of Conduct
We treat every dog with love and care. Disrespectful or abusive behaviour towards our staff or other visitors will not be tolerated.
Disclaimer
Policies and pricing may be updated periodically. It is the customer’s responsibility to stay informed. We reserve the right to refuse service at our discretion. All updates are available on our website.
