Refund Policy

Effective Date: 1 January 2025

Business Entity: PawPerfect Grooming Pty Ltd (ABN: 41 738 295 016)

Our Satisfaction Guarantee

At PawPerfect Grooming, we stand behind the quality of every grooming session we deliver. Our team of certified professionals takes pride in ensuring that your pet leaves our salon looking wonderful, feeling comfortable, and smelling fresh. We want every client to be completely satisfied with the care their pet receives. If, for any reason, you are not happy with the outcome of a grooming session, we invite you to contact us so we can make things right.

When Refunds Apply

Because grooming is a personalised service performed on a living animal, refund eligibility is assessed on a case-by-case basis. Generally, a full or partial refund may be considered in the following situations:

  • Service not delivered as agreed: If we failed to perform the grooming service that was booked and confirmed — for example, if a specific treatment included in your package was omitted without your knowledge or consent — you may be entitled to a refund for the portion of the service not provided.
  • Grooming-related injury: In the unlikely event that your pet sustains an injury directly caused by the negligence of our staff during the grooming session, we will refund the full cost of the appointment. Additionally, we will cover reasonable veterinary expenses arising from the injury, as outlined in our Terms and Conditions.
  • Significant quality concerns: If the standard of grooming falls materially short of what was reasonably expected — for instance, a noticeably uneven cut or a missed area — we will first offer a complimentary correction appointment. If a correction is not possible or not desired, a partial refund may be issued at our discretion.

When Refunds Do Not Apply

Refunds will not be issued in the following circumstances. We ask that clients review this section carefully to set fair expectations for both parties:

  • Dissatisfaction resulting from necessary grooming decisions made in the interest of your pet's welfare, such as clipping matted fur shorter than originally requested to avoid causing skin damage or pain.
  • Changes in your pet's appearance that are a natural consequence of the grooming process, such as a pet appearing smaller or a different shade after a thorough wash and dry.
  • Late cancellations and no-show fees as described in our Terms and Conditions.
  • Issues that arise from undisclosed health conditions, behavioural concerns, or pre-existing skin problems that were not communicated to us prior to the appointment.

How to Request a Refund

If you believe you are entitled to a refund, please follow these steps to ensure your request is handled promptly and fairly:

  1. Contact us within 48 hours of the grooming appointment by emailing hello@alphapet.help. Include your full name, pet's name, the date and location of the appointment, and a clear description of the issue.
  2. Where applicable, attach photographs that illustrate the concern. Visual evidence helps our management team assess the situation accurately and respond more quickly.
  3. Our client care team will acknowledge your request within two business days and may ask follow-up questions or arrange an in-person assessment of your pet if needed.
  4. Once we have gathered all necessary information, we will communicate our decision to you in writing. If a refund is approved, it will be processed to your original payment method within five to ten business days.

Australian Consumer Law

Nothing in this Refund Policy is intended to exclude, restrict, or modify the rights and remedies available to you under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). Our services come with guarantees that cannot be excluded under that law. If our services fail to meet a consumer guarantee, you are entitled to a remedy in accordance with your statutory rights, regardless of the terms outlined above.

Contact

For refund enquiries or to discuss any concerns about a recent grooming session, please contact our team. We genuinely value your feedback and are committed to resolving issues fairly and transparently.

PawPerfect Grooming Pty Ltd
ABN: 41 738 295 016
Email: hello@alphapet.help