This page is the web edition of the Professional Grooming and Retail Agreement that owners sign at our studio. It supplements the Website Terms of Use and does not replace the signed document. Where this page and the signed in-studio agreement differ, the signed agreement prevails.

1. Booking, Deposits and Punctuality

A deposit of 50%, or valid pre-paid credit, secures every grooming appointment.

Rescheduling requires at least 3 hours of notice for walk-in appointments and at least 12 hours of notice for appointments that include transport.

A cancellation or no-show without the required notice incurs a fee of $50.

Where a cat arrives more than 20 minutes after the agreed time, we will attempt to accommodate the session. If no suitable slot remains, the appointment is rescheduled. Owners should expect a longer wait in these circumstances, as appointments that begin on time are prioritised.

2. Transport, Logistics and Feeding

The pickup window generally runs from 10:00 AM to 1:00 PM and the drop-off window from 6:00 PM to 10:00 PM. Owners must remain flexible, as traffic conditions, route sequencing, and extended prior sessions all affect timing.

Transport options are as follows:

• Complimentary two-way transport applies to grooming spends above $100, strictly on the designated Zone Day.
• Standard two-way transport outside the designated zone is charged at $20 per way, within the standard windows.
• Priority Transport is charged at $35 per way and provides a direct, no-wait trip at a specific time. Advance notice is required.

Loaner carriers are limited and subject to availability, and must be requested in advance. The owner is solely responsible for crating the cat. Our transporters are prohibited from entering premises to catch or retrieve cats.

Our driver will wait up to 10 minutes at pickup. If the cat is not handed over within that time, the driver leaves and cancellation and logistics fees apply. As a preparation measure, owners are advised to secure the cat in a small room 30 minutes before the driver is due to arrive.

Where an owner arranges third-party transport, including services such as GrabPet, the responsibility of Ais Sarah Pet Manor ends at handover to the designated driver.

Motion sickness and soiling during transit are acknowledged as possible outcomes. Cats that do not know one another are never co-mingled; each cat travels in its own carrier or is held in a facility holding area. High-quality food and fresh water are provided unless allergies are disclosed in writing. Cats are never force-fed, and a stress-related decrease in appetite is acknowledged as normal.

3. Walk-in Pickup and Late Collection

All walk-in cats are to be collected by 7:00 PM unless otherwise stated.

Where a cat remains uncollected past 7:00 PM, a stay-in fee of $80 applies, or the cat is transferred to a boarding studio at the owner’s expense.

4. Health Assessment and Biosecurity

Our observations are non-veterinary. Where we suspect an issue such as ear mites, fleas, or ringworm, we share that observation to the best of our knowledge. Conditions may nonetheless be missed, given the limits of a non-clinical visual check and factors such as temperament and coat density.

Where a contagious risk is suspected, the cat is held in its carrier at a safe distance. Visual documentation is provided for transport cases, and findings for walk-in cases are shared in person.

The premises are fogged and sanitised daily to veterinary and medical-grade standards. Owners nevertheless accept the risk inherent to any multi-pet environment. We use premium cat-safe products and are not liable for individual sensitivities; owners are to disclose known allergies in advance.

5. Handling and Owner Responsibility

Owners are advised to secure the cat in a small room 30 minutes before a scheduled pickup, which makes handover calmer and faster.

Our driver waits up to 10 minutes. Where the cat is not ready within that time, an Operational Logistics Fee of $50 applies.

We reserve the right to refuse service where a cat appears unwell or otherwise unfit for grooming. In that event an operational fee of $50 applies, covering the transport performed or the reserved slot held.

Where a cat soils itself after a session, a courtesy cleanup is provided.

Sturdy, escape-proof carriers are mandatory. Our staff are not permitted to catch or wrangle cats.

6. Pricing and Applicable Surcharges

Final fees are determined on physical assessment of the cat. The following surcharges apply on top of package prices:

• Aggression or resistance handling: $60, applicable to all services including a la carte items.
• Matting: a surcharge applies.
• Extra-large size: applicable to all services except Express.
• Medium or long coat: applicable to most services, and waived for Express and Posh Cuts.
• Suspected contagious risks and decontamination: $30.

Optional add-ons require the owner’s approval before they are performed. Essential hygiene work, such as the removal of serious matting, is chargeable and is prioritised for the comfort of the cat.

7. Professional Handling and Major Completion

Cat-safe restraint, including e-collars and similar restraints, is used solely to stabilise the cat and prevent injury.

Welfare comes first. A session is paused or stopped where a cat is overly resistant or distressed.

Major Completion means that the main objectives of a service were finished before the session was stopped for safety, with only minor items outstanding such as incomplete drying, minor patchy fur, one or two unclipped nails, or final touch-ups. Full rates apply at Major Completion.

Where a session ends below Major Completion, a la carte rates apply for the work performed, capped at the full price of the service booked.

8. Health, Liability and Emergency Care

Grooming may reveal pre-existing nicks, scabs, or wounds that were hidden by the coat.

We are not liable for unidentified pre-existing conditions, for minor injuries arising from thrashing or resistance, or for stress-triggered medical events caused by undiagnosed conditions.

In an emergency, the safety of the cat comes first and the owner is contacted immediately. Where the owner cannot be reached, urgent veterinary care is sought at the owner’s expense.

Concerns about grooming style or finish are to be reported within 12 hours of the cat reaching home or being collected.

9. Conduct and Media

We maintain zero tolerance for abusive conduct toward our staff.

Owners consent to the use of images and video of their cat for marketing and for update messages. Audio may be omitted from updates to protect staff privacy.

We are not liable for the loss of or damage to personal items left with a cat.

10. Carrier Safety and Secure Transit

A secure, escape-proof carrier is mandatory for both transport and walk-in visits, and cats remain in their carriers until grooming begins.

Owners are responsible for the integrity of their carriers, and cable ties are recommended where latches are loose. We are not liable for escapes caused by faulty owner-provided carriers.

Our responsibility concludes at handover.

11. Terms and Refunds

All services, deposits, and credits are strictly non-refundable. Management may exercise discretion on a case-by-case basis.

A session stopped for safety reasons may be re-attempted as a new session at standard rates.

These terms may be updated from time to time, and owners are asked to review the latest version at the time of booking.

12. Retail Sales, Medical Products and Intermediary Disclosure

We act as a third-party reseller. We are not liable for manufacturer defects, claims, or product changes, and our responsibility ends at handover to the courier.

Frontline Spray is a fixed value-added inclusion in all grooming packages. Revolution and NexGard are optional chargeable add-ons.

Individual biological responses to these products vary, and owners are to disclose known sensitivities in writing. Hygiene and topical treatments provided by our team are hygiene services and are not veterinary cures.

Retail and medical product purchases are non-refundable.

Acknowledgement

Engaging our services, making a booking, or paying a deposit constitutes agreement to these terms.