1. Our Commitment to Quality

We aim to ensure that all grooming services are carried out with professional skill, care, and attention.
If you are not satisfied with the service provided, please contact us within 48 hours of your appointment so we can assess the issue and work towards a fair resolution.

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2. When a Refund or Re-Groom May Be Offered

Under Australian Consumer Law, you are entitled to a remedy if:

• The grooming service was not provided with reasonable care or skill;

• The result does not match what was agreed upon or described; or

• The service is significantly different from what you booked.

If an issue occurs, we may offer one of the following remedies depending on the circumstances:

• A re-groom at no additional cost (if the issue can be corrected);

• A partial or full refund; or

• A credit towards a future service.

All refund or re-groom requests are assessed on a case-by-case basis.

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3. When Refunds Are Not Available

Refunds will not be issued in cases where:

• The result differs from your personal preference but matches the requested style discussed during consultation;

• The dog’s coat condition (e.g. matting, fleas, or skin issues) prevents completion of the requested groom;

• The dog’s behaviour (e.g. aggression, anxiety, or excessive movement) prevents safe grooming;

• You change your mind or cancel without sufficient notice (see cancellation policy); or

• The service was completed as described and with due care and skill.

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4. Health, Coat & Behaviour Disclaimer

Grooming can sometimes reveal hidden health or skin conditions. With Alice Grooming is not responsible for irritation, reactions, or injury arising from:

• Pre-existing health or skin conditions;

• Matting, parasites, or coat neglect; or

• The natural stress response of the dog during or after grooming.

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5. How to Request a Refund or Re-Groom

If you believe a service was not delivered with due care or as described:

1. Contact us within 48 hours of your appointment.

2. Provide your details, appointment date, and a brief description (and photo evidence if relevant).

3. We will review your concern and provide a response within 5 business days.

Requests received after 48 hours may not be eligible for review due to the natural changes that occur in a dog’s coat after grooming.

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6. Contact

For refund or service enquiries, please contact:

With Alice Grooming
Maylands, Western Australia

0419 042 097

withalicegrooming@gmail.com