By booking your pet, you agree to these conditions;

Before the Groom-

• For new clients, a non-refundable deposit will be paid upon booking an appointment. This will be taken off your final bill or absorbed in the event of a no-show/lost cat/cannot groom/late cancellation.  Failure to pay this deposit 48 hours before the booking will result in your booking being cancelled. 
• Senior cats: Our policy is the have senior cats (over 7 years) recently seen by a vet to be checked for heart disease and arthritis. This will help decrease the chance of conditions occurring during or after grooming (death is a rare but possible risk for any form of stress), and if existing conditions are found, the groomer can make the right safe grooming plan for your cat. 

 

How To Book: 

• • 1. Contact us via the contact us page or SMS.  This helps us find the best schedule, estimate service pricing and decide on a grooming plan your cat would be comfortable with. 
  • 2. We will discuss the best grooming plan for your cat with you and schedule a time.
  • 3. A link to an online new client form will be provided to you by text message.  This must be completed before the booking can be held.  We do not make new bookings without this form. 
  • 4. A deposit must then be sent via our online option or bank transfer.   
  • 5. Two days prior, you will be emailed and sent an SMS text message reminder by an international number and asked to confirm.  This must be completed so we know to expect you. You now have 24 hours to change/cancel the booking before a cancellation fee will occur.
• Cancellation of Grooming Appointment / No-Show: A 24-hour notice is required for grooming cancellations/rescheduling so we can fill your appointment.
  If less than 24 hours’ notice is given (by SMS or email), or a no-show occurs, a Cancellation Fee of $75 will be payable by bank transfer within 7 days or deducted from your deposit.  **Please note that if you cancel without significant notice or do not show for your appointment, we are still required to pay staff and the loss of income for an appointment we could have filled.
• Please bring your cat in a carrier lined with a towel. Cats can urinate and defecate during transport; bathing a cat is added to the grooming cost.
• Please ensure that your multiple cats are transported in separate carriers. After grooming, they might display aggression towards each other due to changes in their scent and appearance.  Cats that are not in carriers or on a harness may not be accepted.
• Please park your car in the driveway if available, or on the grass. Please do not park across our neighbour’s driveways or limit our neighbour’s ability to reverse out of their driveway or onto other neighbours’ lawns.
• As we run by appointment, please ensure you are on time (if this is your first session, you may arrive up to 15 minutes early to settle your cat after the drive.  Please keep your cat crated and wait for assistance. We cannot accept cats that arrive more than 10 minutes late for an appointment, as we need to run on time for all clients. The no-show fee will apply, or we will only do what is possible in the remaining time available without stressing the cat.  If you have multiple cats booked in, please bring them in simultaneously unless told otherwise, as this may delay the next clients or deem them a no-show. 
• Before the Groom- The Cat Carrier: My blog post will help you prevent pre-grooming stress.  Stress before the groom can cause a cat to be too stressed to groom. 

During the Groom-

• We ask that you stay during your cat’s first groom or stay close by. The cat will only be with us during grooming, as the presence of other cats and loud noises when waiting for you can stress out your cat.  This will be 15 minutes to 1.5 hours, depending on the services requested (or what the cat will allow).
• If you decide not to stay, there is a chance the cat can react and not be finished. Pick-up time is given at check-in.
• If you have been asked to medicate your cat, failure to do so may result in the groom not being completed, and full payment may still be required. 
• Existing skin conditions can be exposed with the de-matting and clipping of your pet.
• Cats’ skin is at a higher risk of cuts, with the risk increasing with age and matting.  Cats also have a high risk of complications during the grooming process; even slight stress with underlying undiagnosed conditions can result in illness and even death.  We recommend seeing a veterinarian regularly, as heart and kidney issues are common in cats and can worsen during or after grooming due to stress.  Grooming is at the owner’s/agent’s own risk.  Lexie’s Dog & Cat Grooming and its staff hold no liability for a cat’s accident, illness, or death under their supervision. Please be aware of this. We do all in our power to prevent this from happening. The best thing you can do is keep your pet’s health checks and vaccinations up to date and have your pet groomed regularly. All costs associated with Veterinary attention are the pet owners’/agents’ responsibility.
• Price may change at the Groomer’s discretion. Bathing is charged per hour, before matting/coat condition/size. There will be a fee for matting, aggression/ fleas/ hard to groom/ bad skin/ infected ears/extra time needed/ biting, etc. These pets are wearing and tearing on the equipment and the Groomer.  If your cat bites a groomer, we will no longer provide services to your cat and will send it home with the full grooming fee paid. 
• We designate a specific amount of time for your cat. Cats have a low threshold; grooming must be quick and precise.  If your cat needs more than the designated time, is extremely matted or has an excessive amount of coat, or shows signs of stress, you may be asked to return another day to complete the groom.  Payment will be required for future appointments at pickup.  We will not do longer grooming sessions, as this prolonged stress is dangerous for cats, even if they are not showing signs of stress.
• If your cat is presented at the salon to have a contagious disease (e.g., ringworm, cat flu, conjunctivitis, bacterial or fungal skin infections, protazoa) or needs veterinary attention for an existing condition, your cat will be sent home, and the groom will not be completed, with full grooming fees paid.  Failure to disclose pre-existing conditions adds risk to the groomers and our next clients.  
• Teeth Cleaning Policy-  We will only brush teeth when asked to do so and not remove plaque or tartar as advised by the AVA (Australian Veterinary Association)
• Flea Control Policy-  Your cat may be sent home with a $25 cleaning fee and/or sent if found to have fleas during the grooming session at the groomer’s discretion.  All pets should be on a year-round flea control program.
• Ear Cleaning Policy: We will clean ears in the bath if the cat allows.  If an ear looks inflamed or has discharge, we will not clean it, as this can cause discomfort or further issues. 
• Your pet/s photos and videos may be displayed on social media/website. This may include educational reasons, as Lexie also runs a Cat Grooming Educational Salon and online courses.

After the Groom-

• Payment is by cash, PAYID, or EFTPOS (fees apply) on completion of the groom.  We do not credit or invoice.
• We recommend re-booking a regular groom up to 6 months in advance to avoid disappointment.
• Please note that we have a strict regular grooming policy, due to limited time and our commitment to a positive grooming experience, and therefore cannot take clients who only come once a year.  All clients must be on a 2-12 weekly prevention schedule to retain our services.   We will not take clients that consitantly allow their cat to mat before booking.