Salon Policies

At Eclipse Dog Wash & Grooming, we are committed to providing a calm, safe and premium grooming experience for every dog in our care.

To ensure we maintain the highest standards, please read the following policies carefully.

By paying your booking deposit, you acknowledge and agree to all terms outlined below.

Pricing

All pricing provided over the phone or listed as “from” is a guide only. Final pricing is determined upon assessment of your pet and is based on:

Breed and size
Coat condition and length
Grooming frequency
Type of clip requested (breed clip, scissor finish, etc.)
Behaviour and handling requirements
Age and temperament
Presence of matting or knots

Dogs maintained on a regular 6–8 week grooming schedule generally require less time and coat correction than those groomed infrequently. Pricing reflects the time, skill and care required to complete the service safely and to our standard.

We strongly encourage introducing puppies to grooming once vaccinations are complete (approximately 14–16 weeks). Early, positive grooming experiences are essential for lifelong comfort and confidence.

Appointments & Deposits

All appointments require a non-refundable deposit to secure the booking.

Appointments remain tentative until the deposit is received by the specified time.

“Non-refundable” means the deposit will not be returned under the circumstances outlined in these policies.

Arrival & Collection

We operate strictly by appointment and schedule dogs individually.

Please arrive on time.
Arrivals more than 10 minutes late may result in cancellation and forfeiture of your deposit.
Late arrivals may result in a shortened groom; full fees still apply.
We do not accept early drop-offs or early collections.

Estimated grooming times:

Wash & Dry: approximately 1 hour
Full Groom (small dog): approximately 1.5 hours
Additional time may be required for matted or behavioural cases

We will contact you approximately 10 minutes before your dog is ready for collection.

We do not provide daycare facilities. Late pick-up fees apply. If you require additional notice for collection, please advise at drop-off.

For safety reasons, please do not enter the salon early for collection while grooming is in progress.

Salon Etiquette

Dogs must remain on a leash while inside the salon.
Please ensure your pet has had a toilet break prior to arrival.
Fresh water is provided during all appointments.

Behaviour & Safety

For the safety of our staff and your pet, any history of biting, aggression or grooming sensitivity must be disclosed in writing prior to the appointment.

If a dog displays behaviour that compromises safety, we reserve the right to cease the groom at our discretion.

Full payment remains payable if the appointment cannot be completed due to behavioural concerns, as the allocated time has been reserved exclusively for your pet.

Undisclosed aggression resulting in injury may result in the owner being held liable.

Health Requirements

Please do not book if your dog has:

Fleas
Worms
Fungal infections
Any contagious condition

If your dog has a heart condition, anxiety or stress-related medical concerns, please inform us prior to the appointment.

Matting Policy

Your dog’s comfort is our priority.

In cases of matting, shaving may be required to prevent unnecessary pain or distress. Dematting can cause significant discomfort and is not always humane.

Severe matting increases the risk of:

Skin irritation
Clipper burn
Small cuts or abrasions

While every precaution is taken, some skin sensitivity may occur in heavily matted coats.

Matting requires additional time and equipment wear.

Matting fees start from $15 in addition to the groom price.

Please disclose matting at the time of booking so sufficient time can be allocated.

Flea Policy

If fleas are discovered during the appointment, a $25 flea sanitation fee will apply.

This covers the extensive cleaning and disinfecting required to protect other salon clients.

Emergencies

In the event of an emergency, you authorise Eclipse Dog Wash & Grooming to seek immediate veterinary attention at your expense.

Every effort will be made to contact you or your nominated emergency contact.

Cancellations & No Shows

Appointments rescheduled outside of 48 hours may transfer the existing deposit.
Cancellations within 48 hours require a new deposit to rebook.
No-shows without communication will not be rebooked.

We understand that unforeseen circumstances arise and will exercise discretion where appropriate.

Payment Methods

Cash (correct amount only — no change kept on premises)
Card

These policies override any previously printed material.

If these terms do not align with your expectations, our salon may not be the right fit — and that’s perfectly okay. We are committed to maintaining a calm, respectful and premium grooming environment for every dog in our care.