We understand that emergencies may happen from time to time. However, being a small business means that late cancellations, last min changes and no-shows affect us directly. Late changes with less than 24hr notice will incur a fee of 50% of the value of each service. Exceptions will be considered upon presentation of a VET certificate.

As we work by appointment only, we provide a 15min grace period for drop offs before the appointment is deemed cancelled. Pick ups beyond 30min from the completion of the service without any notification will also be charged a late pick up fee of $15/15min.

We appreciate if you could take your dog for a toilet walk prior to the arrival and does not offer it food within at least 2hr from the appointment. This is especially helpful for young puppies who may not have good control of their bladder/bow. If your puppy was in a car ride and has motion sickness, we recommend a short stroll around the corner to let it catch its breath prior to the grooming.

Your dog’s wellbeing is our top priority, and we strive to provide them a nurturing environment with a kind and gentle handling. We are particularly attentive to details and have procedures in place to mitigate the risks of accidents for the pets as well as groomers. However, dealing with live beings can be somehow unpredictable and injuries may occur even under the best care and high quality standards in place. Usually, they are innocuous and may not be apparent for the groomers. In some rare instances, injuries involving sharp tools such as blades and/or scissors may result in bleeding. Matted coats in poor conditions are particularly prone to injuries such as blade rashes, nicks, and cuts.

At O&F we utilize only premium hypoallergenic product. However, some more sensitive dogs might develop skin reaction/irritation to our products. In these instances, we ask the owners to notify us as soon as possible and seek veterinary attention for treatment/relief.

In the unlikely event of an emergency, we will firstly contact the pet owner and the preferred veterinary clinic. We may seek immediate veterinary care from another local Animal Hospital if they are not contactable.

Pre-exisitng health conditions such as but not limited to skin allergies, reoccurring ear infections, eye infections, seizures and joint issues, should be treated apart from the injury caused the grooming process.

At Oodles & Friends, we strive to take every control measure that is in our reach to prevent accidents. The incidence of injuries in our salon is minimal but we still take the time to reassess our practices in each instance and take corrective actions as necessary. Please, do not hesitate to talk with us if you have any concerns.

At O&F your pooch wellbeing is our top priority. With that in mind, we DO NOT support procedures that go against animal welfare guidelines. Excessively matted coats will be clipped short to avoid unnecessary stress and discomfort to your dog. Matted and/or pelted coats also present high risks of skin rashes, irritations, nicks and cuts that may not be noticeable on the day of the appointment. If the dog presents signs of discomfort at home (e.g. excessive leaking, rubbing and/or scratching) owners should seek vet attention. Heavily matted ears also increase the risks of aural hematoma which may require vet attention.

It is ultimately the owner’s responsibility to maintain the dog’s coat in good condition between professional grooms and therefore, we reserve the right to refuse the service in severe circumstances. We can happily provide guidance on coat care and maintenance at home to present excessive mats reoccurrence

An additional fee of $15/15min may be applied for excessively matted coats.

All dogs shall be up to date with their vaccination calendar as well as flea, tick and parasites treatment at least one week prior to the appointment.

It is the pet owner’s responsibility to inform the staff of any preexisting health conditions that can be affect the grooming process. Some examples of health concerns that are relevant for grooming are: skin allergies and sensitivities, presence of warts, cists, wounds, scars, hernia, any food restrictions, conjunctivitis, chronic ear infections, joints and/or soft tissues related issues such as arthritis, hip, elbow, and knee dysplasia, breathing, coughing or heart concerns, risks of seizures and pregnancy. We reserve the right to cease the service if the dog is presenting any concerning medical or psychological issues.

O&F does not maintain medicated shampoos and products in stock. Except for flea shampoos. Therefore, if your dog requires the use of specific products, we can accommodate for that if you bring your own products.

Dogs presenting signs of aggressive behaviour that could pose a risk of injury to the staff and/or other dogs may be refused in the future. In some more serious instances, the service may need to be ceased and the dog collected immediately. The use of a muzzle might be necessary for safety purposes.

We are located in a quiet residential area and therefore, we are always conscious of the level of noises generated by the equipment as well as the dogs. We cannot cater for excessive barking as it may disturb the neighborhood.