Our policies are designed to ensure the safety, health and wellbeing of every dog in our care — and a fair, transparent experience for all fur-parents.
We allocate 3 hours of care for toy, small and medium dogs, and 4 hours for large and extra large dogs. If you need to leave your dog longer, an additional charge of $10 per hour applies for late pick-up.
Please ensure your dog is collected promptly at the agreed time. Consistent late collections may affect future booking availability.
A $25 late drop-off fee applies if you arrive more than 15 minutes late without prior notice. If you're running behind, please contact us as soon as possible so we can adjust where we can.
We ask for a minimum of 24 hours' notice for cancellations or rescheduling. Cancellations with insufficient notice, or no-shows, may incur a fee of up to the full appointment value.
We understand life happens — please reach out as early as possible if you need to change your booking.
We take extra care with medical and senior dogs. Please advise us of any health conditions, medications or physical limitations when booking so we can plan the safest and most comfortable groom possible.
We welcome puppies up to 24 weeks old for their first grooming experience. Puppies must be fully vaccinated prior to their appointment. We recommend our complimentary EmBARKing Session beforehand to help them settle.
If fleas are found during your dog's groom, a mandatory flea-wash treatment will be applied and an additional fee will be charged. This protects all animals in our care. Please check your dog before their appointment.
If your dog's coat is severely matted, a short clip may be necessary to resolve the matting safely and humanely — prolonged dematting causes pain and is not in the dog's best interest. We will always discuss options with you before proceeding, and a consent form may be required.
We do not recommend shaving double coats unless medically necessary. Shaving a double coat can permanently damage the coat's structure and thermoregulation. If you have questions about your dog's coat type, please discuss this with us before booking.
Whilst every care is taken, accidents can occasionally occur during grooming — particularly with dogs that are anxious, unwell or very young. We will always advise you promptly if anything happens during your dog's appointment.
For the safety of our team and other dogs in the salon, muzzles may be used on dogs who display signs of aggression or extreme anxiety. We will communicate openly with you if this is required.
Hamlet Hounds reserves the right to refuse service to dogs that pose a risk to the safety of our team or other animals. Additional fees apply for dogs with documented behavioural issues requiring extra management during grooming.
We love sharing beautiful groom results on our website and social media. By booking with us, you consent to photographs or videos of your dog being used for this purpose. If you prefer your dog not to appear in our media, please let us know at booking and we will note this on your file.
Hamlet Hounds operates under 24-hour CCTV surveillance for the safety and security of the animals and staff in our care.
Your dog's groom is important to us. If you have any concerns about the result, please contact us within 24 hours and we will do our best to address them with a complimentary adjustment appointment.
