Charlies on Grand – Terms & Conditions
At Charlies on Grand, we’re committed to providing every dog and their owner with a safe, positive, and professional grooming experience. Our team follows industry best practices to ensure the wellbeing of your pet and the highest standard of care.
Dog Behaviour
Our stylists are experienced in working with all breeds, personalities, and temperaments. Your dog’s safety — and the safety of our team — always comes first.
If your dog shows signs of excessive stress or aggression, we may pause or stop the grooming session and contact you to collect your dog.
When booking with us, you agree that you have:
a) appropriately train and socialise your dog to minimise any risk of injury to others,
b) informed us if your dog requires a muzzle or has shown signs of aggression in the past, and
c) provided full and honest behavioural information at check-in.
Please note that refunds may not be issued if a groom cannot be completed due to aggressive or unsafe behaviour.
Our team is gentle, patient, and understanding — we always aim to make even the most anxious pups feel safe and comfortable.
Vet Assistance
If your dog becomes unwell or injured during their appointment and we are unable to reach you, we may seek immediate veterinary assistance.
You, as the owner, are responsible for any related veterinary costs unless the injury is proven to be caused by a Charlies on Grand team member.
Vaccinations
While vaccinations are not mandatory for grooming, we strongly recommend that all dogs are up to date with their vaccinations.
We maintain strict hygiene and sanitisation procedures, but unvaccinated dogs attend at their owner’s own risk.
Dogs in Season (On Heat)
We’re happy to groom dogs that are in season; however, it’s important that you notify us when booking or at check-in.
We will take extra care to separate your dog from others, but please note that bookings are still at the owner’s discretion and risk.
Cancellations & No-Shows
We kindly ask for at least 24 hours’ notice if you need to cancel or reschedule your appointment.
Last-minute cancellations or no-shows may incur a fee, as our grooming spots are limited and fill up quickly.
Privacy Policy
Your privacy matters to us. Any personal details you provide (including contact information, pet records, and photos) are used solely for appointment management, communication, and improving our services.
We will never share your information with third parties without your consent, except where required by law.
Changes to Terms
Charlies on Grand reserves the right to update or amend these Terms & Conditions at any time.
The most current version will always be available on our website or in-store upon request.
Questions?
If you have any questions about these Terms & Conditions, please get in touch
1/1271 Grand Junction Road, Hope Valley