Terms of Services

We aim to serve you and your paw friends to the best of our abilities; however, it is necessary to lay out some important points to prevent misunderstanding and to ensure transparency of our services.

By engaging in our pet grooming service, you agree to the following terms and conditions:

While grooming may be a stress-free process for some pets; in fact, some pets regard grooming as an enjoyable activity, there may be Pets that experience grooming differently. Some pets are very stressed-out during grooming and most of these pet’s experience separation anxiety or fear of unfamiliar places or strangers. Some of them eventually outgrow their fear but many of these pets may continue to be fearful and anxious throughout their lives. And as Good Pet groomers, we will do whatever we can in these 2–3-hour sessions to keep them at ease and reduce their stress as much as we can. However, we have our limitations just as with any other profession. We would need you to understand that fearful pets are difficult to handle, and they require patience and time. We hope that you would not have the misconception that Pet groomers are well equipped to deal with dogs with anxiety and fear. How well we can manage depends on how deeply rooted these issues are.
The Customer agrees not to hold Masmasgroomers responsible for any conditions or issues discovered during the grooming process, such conditions include:
- Pre-existing joint issues i.e., Hip joint, Patella, shoulder luxation.
- Skin lesions caused by hidden skin issues that are usually kept from observation due to matted fur.
- Swelling of extremities caused by matted fur.
- Injuries caused by inward curling of Nails.
- Infected skin on eyes due to severe tear stains
- Heart issues or Chronic Obstructive Pulmonary Disease that can trigger during a normal grooming process. If your Pet has any heart disease or C.O.P.D, you need to let us know and check with the Veterinarian to determine if they can go through the grooming process.
The pet owner needs to:
- Check their pets thoroughly before coming for the grooming services. Such checks usually involve ascertaining whether they have any sores or reddish marks on their body, tangled and matted fur.
- Notify us if their pet has a history of being aggressive or hyperactive behaviour.
- Notify us if their pet has any underlying disease or chronic conditions. Heart problems or C.O.P.D is risky, and the Pet Owners need to inform us so that we can assess if it is safe for the Pet can undergo the grooming process.
- Understand that in dealing with more aggressive pets, a muzzle may be used to prevent injuries to the groomer.
Masmasgroomers reserve the right to reject or discontinue the service under reasonable circumstances, such circumstances are:
- If the pet displays aggressive tendencies to the extent that it cannot be groomed safely.
- The Pet is too fearful and shows signs of severe anxiety during grooming. Such anxiety can be dangerous depending on their state of health OR.
- If we deem that the Pet has an underlying disease or condition that may render it dangerous to proceed with the grooming – If customer decides to proceed with the grooming, the customer agrees to not hold Masmasgroomers accountable for any reactions that their pet may have during or after the grooming process as the process could be too stressful for the pets both physically and mentally and could result in illnesses, seizures, or even a much worse outcome.
- The Pet is over-hyperactive such that grooming can pose a danger to itself. In pet grooming we use scissors and clippers. If a pet is overly active it can be dangerous and result in injuries.
- Unreasonable and irrational customers. People who abuse or shout at our staff. People who pay no heed to reasonable and logical explanations. We have a reputation to protect, and we will not serve customers who are prone to such behaviour.
Tangles and Matted Fur
- Matted fur is very bad for the health and well-being of your Pet. It causes bacterial accumulation and may become worse over time and is exacerbated by showering. Severe matts can constrict blood flow to the extremities and can cut off blood supply to these areas.
- If there is Tangled and matted fur, it is not possible for the groomer to be able to do a trim for your pet, our grooming scissors are not designed to cut thru tangled fur and it may greatly affect the life span of the scissor or even spoil the scissor. Therefore, we will inform you if de-tangling or de-matting service is required and you can decide whether to proceed or not. But do note that if you do not want to proceed to remove the tangles and matts, we will not be able to groom your pet.
- We understand that such an eventuality may be inconvenient on your part, however, do understand that we do not stand to gain anything too, because the appointment has already been made and time catered for the grooming, and it is not possible to replace your time slot with another customer in such a short notice.
- If heavy tangles or matting is observed such that it may be too stressful or painful for the pet to endure a de-matting service a shave down may be required but we will inform you beforehand of the pros and cons of doing so and you can decide whether to proceed or not.
- The customer understands that matted pets are at a risk of injury such as cuts and lesions during the shaving process and will not hold Masmasgroomers liable.
Undercoat and shedding
- Double coated breeds like Pomeranians, Spitz, Corgis are prone to shedding. They need to be brushed properly 1 to 2 times a week to ensure that the undercoat does not accumulate. Accumulation of undercoat can lead to matted fur which in turn can lead to accumulation of bacteria causing skin issues on your pet.
- If we detect undercoat, we need to do de-shedding for your dog. De-shedding involves extensive brushing and combing to release the stuck fur beneath the main coat. Undercoat if not brushed out can also get trapped in our aircon ducts and our Blower motors during the blow dry process. This can cause overheating in our blowers and spoil our aircon if there is too much stuck fur.
- The groomer is unable to do a proper trim if there is undercoat on the pet. The outcome of the trim will be imbalanced and of poor quality.
Aged Pets or Sick Pets (post-surgery or veterinary procedure)
- The customer needs to understand that older Pets may not be able to go through the entire grooming process as how they did before. As they age, they may not have the fitness to stand for an hour or more, and for trimming of fur they will need to stand to allow the groomer to do trimming. Therefore, if we observe that this is the case, we will advise the customer to opt for Basic grooming service instead. If the customer opts to do a Trimming for the pet regardless then the groomer may take a longer time than usual as they have to consider the ability of the pet to stand up for the trimming procedure, hence there may have to be additional charges. These charges are typically about $50 an hour. So, the exact price will depend on how much more time is required.
- Older or Sick Pets tend to have dehydrated skin. Dehydrated skin is not taut and is distended easily through normal actions such as combing and shaving. Therefore, there is a very high risk of the possibility of cuts or lesions during the grooming process, even more so if there are tangles and matted fur. In such instances we would advise the pet owner to make do with a basic grooming for their pets. If the pet owner decides to proceed with the full grooming service, then they would need to indemnify us of responsibilities should injuries such as cuts or lesions arise.
- We will do our best to take care of your older pets, but there will come a time where grooming may not be recommended as they may be too weak for us to carry out the grooming process without going through unnecessary stress and physical pain in some instances.
Grooming outcome
- We will do our best to groom your pet to the best of our ability but there are times that we may falter, and this is unintentional. Let us know if you feel there is anything that you dislike and we will be more than happy to correct the fault – We do not accept more than what we are able to groom, and we regulate our grooming appointments such that there is some buffer time. In the event if you deem the results are not satisfactory, we apologise for the inconvenience as this might cause additional waiting time. We will either do the rectification on the spot or u can bring your pet in again for a retrim within 3 days.
- If there is any specific trim you prefer, you can save the picture and show it to us before the grooming and we will follow as closely to your preference as possible.
- We have a few pet stylists on any working day. If you prefer a certain groomer due to the grooming outcome or because they have an affinity with your pet, you can request for the groomer. But do note that there will be charge for this; we charge an additional $15 for this request.
- If there any preferences on the grooming process. Do let us know before hand and we will do the diligence on the requests.
Parasite (Fleas/Ticks/Mites)
- The customer is responsible for notifying Masmasgroomers if there are any parasitic infections on their pets, this information will allow us to schedule an appropriate day and time for the Pet. This is to ensure that other pets at Masmasgroomers will not get affected. Masmasgroomers also reserves the right to reject any pet with parasite infection due to the possibility of cross infection; this is especially during peak days.
Lesions, Cuts, or other Injuries
- We endeavour to be careful and alert whilst grooming any pet, hence we conduct safety briefs on a regular basis, and we have a safety I/C to monitor grooming processes and to identify risks. However, it is impossible to totally preclude the possibility of accidental cuts or injuries; this is ever present in the Pet grooming industry because we are in the trade of grooming Live animals that can react to sounds or other stimuli and move or fidget during the grooming process. We are committed to providing a safe experience for your pet; hence we go to great distances to ensure that whatever that can be mitigated is done and considered and practiced. The part that cannot be 100% foolproof is the action and the concentration of the Pet groomer during the process of the grooming. As the Management of the Company our job is to ensure, that every individual takes up responsibility for their actions. In cases of accidental cuts or injury, the course of action is as such:
  - Provide First Aid
  - Inform Owners
  - Assess if veterinary consultation is required. If yes, we will send the affected Pet to our designated Veterinarian. (We have selected a few Reputable and Trustworthy Veterinary Clinics). The full cost of the Vet fees will be borne by us. If the owner requests a Veterinian that is not one of our selected vets, the owner has to bear 50% of the costs.
  - We assure the customer our integrity and our concern over any incident, and we are committed to this.
- While we understand the need to be responsible for our actions. We cannot be held liable for any pre -existing conditions that a pet may have.
Accountability
- At Masmasgroomers accountability is of prime importance. We would go the distance to ensure this and to ensure integrity. We have cooperated with our Customers, Veterinarians and even the Authorities when requested to; to verify pets’ issues, alleged injuries, and underlying conditions. If you feel that we have done something wrong during the grooming process, or if you think that we have done something wrong in our services to the public you can:
  - Inform us, so that we can do a preliminary investigation.
  - If required, you can lodge an incident report with Agri and Veterinary Services Under NPB (National Parks Board). Hotline: 1800-476-1600.
  - We will give authorities our fullest cooperation until the incident is resolved, including releasing CCTV footage to them on request.
  - If your situation is still not resolved, we will do our best to provide reasonable assistance to you to resolve this amicably or you can take further action by filing a civil case.
- Do not under any circumstances:
  - Malign or attack us on social media/online platforms without any prior form of clarification; that which knowingly may cause harm to our reputation and to our public standing.
  - We will not condone any malicious attempts to disrepute us online and harm our reputation without first seeking clarifications with us and attempting to engage relevant authorities (AVS/NPARKS) to resolve your situation, going thru appropriate channels. In this regard we will do everything within our capacity to seek recourse and to protect our reputation.
  - Fraudulently make us responsible for a pre-existing condition that your pet may already have prior to coming to us. Such actions are illegal and unlawful, and we will not hesitate to pursue and expose fraudulent claims made against us.
- We are doing an honest business serving pet communities and using our experience in this industry to help pets stay healthy clean and looking good in return for a fee. We like anyone else have families to feed and livelihoods at stake. Therefore, we always strive and seek to resolve any issues graciously and amicably.