Our Store Policies
We’re committed to building a customer-first business that prioritizes your fur baby’s comfort and well-being, as well as your satisfaction and convenience.
Our store policies will continue to evolve as we grow, and we truly appreciate your feedback and suggestions.
Cancellation/Rescheduling
Free Cancellation and Rescheduling
We understand that life does not always go as planned, and we believe that you wish to reschedule or cancel appointments for good reasons, so we provide free cancellation and rescheduling. Please let us know as soon as possible so that we can serve other fur babies.
Text: 022 048 7845
Email: info@ofpgrooming.co.nz
Arrival Time
To ensure that all clients receive timely services, please arrive on time for your appointment. If you are running more than 20 minutes late, we may need to reschedule to avoid delays for other appointments on a busy day.
However, if it is not a busy day and will have no effect on other bookings, it is fine. In both cases, we will notify you in advance.
Late Pick-up Policy
We’ll send you a ‘Ready for Pick-up’ message when your furry friend is all groomed and waiting.
We appreciate prompt pick-ups to ensure your pet’s comfort.
Late Pick-up Fees:
- Within 30mins or let us know in advance.: Free
- Business hours: $10 per 15 minutes
- Post-closing hours: $25 per 30 minutes
Grooming Resistance
At OFP Grooming, we prioritize your dog’s comfort and well-being.
If your dog becomes overly stressed or resistant during grooming, we may need to pause the session to ensure their safety. In such cases, we don’t charge and will work with you to schedule a more suitable appointment for you.
If your dog becomes too stressed to safely complete certain areas of the groom after 80% of the service is finished, we’ll pause the session, apply a partial discount, and offer a complimentary return visit to complete the remaining areas when your dog is more relaxed.
Matted Coat
Heavy matting can cause discomfort, pain, and stress for your pet. To prevent this, we take extra care in removing mats, which takes more time.
Please note:
- Mat removal will involve additional charges, We will discuss this with you before proceeding.
- Despite our best efforts, tight mats may cause temporary skin irritation or minor nicks. Our experienced groomers will work gently to minimize risks.
Right to Refuse
Your pet’s well-being and our team’s safety are our top priorities. In rare cases, our grooming staff may decline to groom your pet if:
- Your pet’s behavior or health poses a risk to themselves or our team
- Grooming may cause undue stress or discomfort.
Customer Satisfaction Guaranteed
We offer a complimentary return visit for grooming touch-ups within 7 days of the initial appointment. If we are fully booked during this 7-day period, the touch-up window will be extended to 14 days to ensure your satisfaction.
Please don’t hesitate to contact us to request a touch-up. We genuinely welcome your feedback, as it helps us better understand your preferences and provide an even more tailored and accurate service for your fur baby in the future.
