1. Please treat our staff with respect, kindness, and appreciation. Our staff members are an essential part of our Regal family and their well-being and happiness is very important to us.

Please communicate with our staff in a polite and courteous manner and refrain from using offensive or abusive language. Let's foster a culture of kindness and respect towards everyone who contributes to making your experience at Regal exceptional.

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2. Please arrive for your grooming appointment on time. If you arrive late for your appointment we may not be able to groom your dog on that day. In order to meet the high demand for our grooming services, we need to manage our booking schedule very carefully to ensure we can groom all our client’s dogs within our daily working hours. If you arrive late which results in us not being able to groom your dog, you will still be responsible for paying the full price. We plan our staff roster according to the booked grooms for each day and if clients don’t arrive, we still need to ensure that our staff get paid. Thank you for understanding. If you are running late please call the salon on 021857076 to inform the staff. 

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3. Please be on time to collect your dog otherwise additional fees may apply. Our groomers will notify you via text when your dog is ready for collection using the phone number you provided when making the booking. We do not have the facility to keep dogs for extended periods after their groom has finished. Unless pre arranged with one of our staff, additional charges for late pick-up may apply. 

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4. Matted Dog Policy. Grooming a matted dog takes more time and puts more strain on our groomers and their tools. For this reason, grooming matted dogs will incur additional fees, from $30 upwards depending on the severity. 

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5. Fleas. If it is discovered that your dog has fleas while with us, they will receive a flea bath to ensure the safety of all dogs at the salon. This will incur a fee of $20 (this fee also covers the flea bomb that will be required)

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6. Vaccination records. We do require all dogs entering the salon to be fully vaccinated.You will need to bring your booklet with or email us a photocopy of their booklet to bookings@regalpets.co.nz. This is for all the dogs safety. If your dog cannot be vaccinated (e.g autoimmune), please call the salon on 021857076 to discuss making an appointment when the salon is empty. 

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7. A full groom on a small to medium dog can take anywhere from 1.5 - 2 hours. However, the larger the dog and if the owner specifically requests the coat to remain longer for example, the more time the groom will take. We estimate allowing for 2-2.5 hours for the appointment, however if you require your dog back by a certain time chat to the staff and let them know and we will do our best to accommodate you. 

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8. Cancellation Policy. We understand that unforeseen things happen at short notice which may prevent you from being able to make your dog’s appointment. However, we roster our staff based on bookings. Therefore if you cancel your appointment or do not arrive on the day of your scheduled booking, you will be liable for 100% of the cost of your appointment. If you cancel the day before prior to 3pm there will be a 25% fee due. You will not be able to rebook until this fee is paid. 

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9. Payment is due at time of service unless prior arrangement has been made and agreed upon. 

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10. Right to refuse service. We reserve the right to refuse service for any reason. 

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