Terms and Conditions

Pet Care
During the grooming process all care is taken to ensure the health of your pet is considered. Jim’s Dog Wash operators and Franchisees are not liable for any pre-existing conditions and problems found during grooming. As pet care professionals we pride ourselves on being knowledgeable and responsible pet carers but do stress that any advice given regarding health problems of your pet, you should refer to a Veterinary professional.

Matted Coats
In the event of a matted coat needing to be clipped short and close to the dogs skin, the owner should be aware that irritation may occur from the shaving process. Due to mats sometimes being tight to the skin, the dog’s skin may get caught because of the close proximity of working to the skin. The owner agrees that Jim’s Dog Wash shall not be held liable for any after grooming effects of matt clipping procedures or problems ‘uncovered’ on a badly matted neglected coat. The owner agrees to pay all costs for the grooming of the dog including de-matting, whether or not the groomer is able to complete the job. The dogs health & safety at the time of groom will be considered as first priority at all times.

Aggressive Dogs
Jim’s Dog Wash reserves the right to refuse to groom any pet for the safety of the groomer and the dog. The owner agrees to inform Jim’s Dog Wash prior to grooming if the dog has bitten or has aggressive tendencies. The owner understands they will be held liable for all bites caused by their dog.

Conditions of guarantees
Guarantee of service and any refunds, will only be considered if a customer’s dog has been groomed 8 weeks prior to Jim’s Dog wash visit. This is so that the dogs coat is in good condition and free from any heavy knots or matting. Failure to maintain the coat could result in losing the shape of the breed.

Complaints handling
If you are not satisfied with any aspect of the job, you MUST CONTACT THE FRANCHISEE FIRST and then our office.

Conditions are as follows:

  1. Our Franchisee MUST be given the first opportunity to fix the problem
  2. If they cannot, our local Franchisor will be responsible
  3. If neither can satisfy your complaint, we will mutually agree on an industry expert (Veterinarian/Independent grooming body) to inspect your pet (at our expense) and will arrange to cover costs if we are found to be at fault (invoices must be supplied). However, if no fault is found then the owner will be responsible to pay all related costs and the matter will be closed.
  4. If a complaint to our office has not been resolved within 30 days, email the national franchisor at complaints@jimsdogwash.com.au The entire resources of Jim’s Group stand behind this guarantee.

*If Veterinary assistance is required and you believe that your Jim’s Franchisee may be at fault you must follow the above process and contact the Jim’s Dog Wash Groomer prior to taking your pet to the Vet otherwise we have the right to refuse reimbursement of any costs.

All Jim’s Dog Wash Franchisees are fully insured mobile dog groomers.

Cancellations
Missed appointments will incur a fee of $25.

Cancellations will also incur a fee of $25 should an appointment be cancelled with less than 24 hours notice given.