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🐾 Professional Cat Grooming in Greenvale • Open 7 Days a Week 09:00 AM-7:00 PM • 5.0★ Google Rating • Book Online or Call 0491 109 240 🐾

Terms & Conditions

Last updated: 2026-05-09

These terms cover bookings made with Velvet Paws Cat Grooming Greenvale ("we", "us", "our"). By booking an appointment online, by phone, by SMS, by WhatsApp, or in person, you agree to these terms. They are written to comply with Australian Consumer Law and your statutory consumer guarantees are not affected.

1. Our services

We provide professional cat grooming services from our studio at 5 Milestone Street, Greenvale VIC 3059. Services are listed on our services page with current prices.

Owner Natalia has a veterinary education background applied to gentle handling at the grooming table. We do not provide veterinary medical services or advice. If your cat appears unwell, please consult your registered veterinarian — we may decline to groom a cat that we observe to be unwell.

All grooming is anaesthesia-free. We do not sedate cats and do not coordinate with sedating veterinary services for our grooming sessions.

2. Bookings and confirmation

  • Bookings can be made online, via WhatsApp, SMS, phone or email.
  • Online bookings receive instant confirmation. Bookings via other methods are confirmed when we reply.
  • You are responsible for providing accurate cat details (breed, behaviour, health status). Withholding information that affects safe handling may result in service being declined.
  • First-time customers may be asked to provide a brief verbal history of the cat at drop-off.

3. Cancellation and rescheduling

Our cancellation policy is structured to manage a small studio's appointment book fairly:

  • More than 48 hours' notice: Full refund. You can reschedule or cancel without charge.
  • 24–48 hours' notice: 50% cancellation fee.
  • Less than 24 hours' notice: Full payment required.
  • No-show without notice: Full payment + future deposit.

If we need to cancel your appointment (e.g. illness, equipment failure), we will notify you as soon as possible and either reschedule at no additional charge or refund any deposit in full.

4. Late arrival fees

  • First 30 minutes late: free — no fee.
  • 30 minutes – 1 hour late: $20 additional fee.
  • More than 1 hour late or after closing: $50 additional fee or appointment may be cancelled at our discretion.

If you are running late, please call or WhatsApp 0491 109 240 as early as possible. We will accommodate where we reasonably can.

5. Pricing and payment

  • Service prices listed on our website are the standard price for that service performed on a healthy, non-aggressive, non-matted cat as described.
  • Aggressive-cat handling surcharge: $40 when extra handling time and care are required.
  • Matted coats may require a different service tier (Lion Cut for Matted Coats, Matt Removal, or Pelt Removal). We will assess on arrival and advise the appropriate price before commencing work.
  • Payment is due on pickup. We accept cash and bank transfer.
  • We do not currently accept card payments.
  • If a service is not completed (e.g. cat too distressed to continue safely), you only pay for the portion completed.

6. Service refusal and adjustments

We reserve the right to decline or modify a service if any of the following are observed during the appointment:

  • The cat is in obvious physical distress that requires veterinary care, not grooming.
  • Aggression that risks injury to either the cat, the groomer, or other cats present.
  • Untreated parasitic infestation that would risk other cats coming through the studio (a flea treatment add-on may be required first).
  • Owner-supplied information about the cat is materially inaccurate (e.g. omitting known aggression, contagious skin condition).
  • Conditions discovered during grooming that change the nature of the service required (e.g. matting more severe than initially described).

In any of these cases we will discuss the situation with you, provide options, and only proceed with your informed consent. You will only be charged for work completed to the point of stopping.

7. Photography and marketing consent

We may take "before and after" photos of your cat for our portfolio, social media, and Google Business Profile. We will always ask before posting publicly. If you prefer no photos to be taken or used, just let us know — there is no penalty.

8. Liability

We carry standard professional indemnity insurance for cat grooming services. Our liability is limited as follows:

  • We are responsible for the immediate consequences of our grooming work performed with reasonable care.
  • We are not responsible for pre-existing health conditions, behavioural reactions specific to your cat, or outcomes of decisions made to groom in spite of warnings we have given (e.g. proceeding with a coat we recommended against).
  • We disclaim consequential or indirect losses to the maximum extent permitted by law.
  • Nothing in these terms excludes consumer guarantees you have under the Australian Consumer Law.

9. Studio environment and conduct

  • The studio is a quiet, single-cat-at-a-time environment. Multiple cats from the same household may be groomed sequentially in one visit.
  • Children are welcome at drop-off and pickup but please supervise them — the studio has clipping equipment and a calm-cat focus.
  • We ask that you wait outside or in your vehicle during the grooming itself if requested — this helps cats settle.
  • Aggressive or threatening behaviour towards Natalia or any cats in the studio will result in service termination.

10. Force majeure

We are not liable for failure to perform if prevented by events beyond our reasonable control, including illness, injury, severe weather, utility failure, government order, public health restriction, or studio damage. We will reschedule your appointment at no extra cost as soon as practical.

11. Privacy

Your personal information is handled in accordance with our Privacy Policy.

12. Reviews and feedback

We welcome honest reviews on Google, Facebook or any platform. If you are unhappy with a service, please contact us first — we want to know and have a chance to make it right. Australian Consumer Law and the Australian Competition and Consumer Commission (ACCC) prohibit "review gating" (asking only happy customers to leave public reviews); we do not engage in this practice.

13. Governing law

These terms are governed by the laws of Victoria, Australia. Any dispute will first be addressed informally; if not resolved, the parties agree to the non-exclusive jurisdiction of Victorian courts.

14. Contact us

For any question about these terms or your booking:

📌 Important: Deposits non-refundable • 48hr cancellation required • Late collection fees apply • Special handling fee for anxious cats: $40