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Mugo Policies

Welcome to Mugo Dog Grooming, where your pet's well-being is our priority. Our policies are crafted with both your benefit and ours in mind. They provide clarity to avoid any potential difficulties and ensure a smooth grooming experience. These guidelines are not just rules; they are a tool for open communication, contributing to a positive and stress-free environment for your beloved companions. Thank you for your cooperation as we work together for the best care possible.

Dog Grooming Policy

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Appointments

  • If you are more than 15 minutes late for your appointment, we reserve the right to cancel and reschedule the groom. Please understand that by being late it affects all the remaining bookings we have for that day and we will not inconvenience our other customers to fit your dog in.

  • We will always endeavour to accommodate your requirements and reschedule a booking if needed, however we do require 48 hours notice if you do need to cancel or reschedule so that we can rebook the time to someone else. If you cancel in less than 48 hours, we reserve the right to charge 50% of the groom fee should you wish to reschedule. 

  • No-Shows will be charged a fee of 50% of the booked service value. 

  • We will provide an estimated price for the groom however, there are variables that may dictate a need to adjust the price accordingly (e.g. heavily matted coat, uncooperative or aggressive dog, the dog urinating or defecating on itself mid-groom, fleas, etc.). In order to safely accommodate your dog’s physical and emotional needs, extra time is sometimes required. We will consult with you during the groom if this is the case.

  • If you're unable to collect your dog in a timely manner (within half an hour of being notified your dog is ready to collect) you will be charged a rate of $20 per hour. 

  • Early arrival to collect your dog may induce excitement from your dog making it more difficult to complete the groom. For this reason, we ask that owners not stay to watch and arrive promptly once notification is received to let you know your dog is ready to collect.


Grooming

  • Matting in your dog's coat can be both painful and harmful to their health. In order to address this issue safely, we will trim the coat as short as necessary. Prior to the grooming session, we will consult with you to determine the appropriate length, ensuring there are no unexpected surprises. Additionally, a matted dog release form must be signed before the grooming process begins. (Please refer to our "Matted Coat" information by clicking here)

  • Fleas / Ticks: If fleas or ticks are found to be present on your dog, a flea treatment will be added to the cost of your groom ($20)

  • Sharp scissors & clippers around an uncooperative or anxious dog can cause injury. Whilst great care is taken to avoid inflicting any kind of injury there is always a rare chance. Please be aware of this. All costs associated with Veterinary attention are the pet owners/agent’s responsibility. If you are concerned that your dog is at risk, please discuss this with us as regularly desensitising your dog to triggers will greatly reduce the chance of grooming related injuries.

  • Ear cleaning is a contentious issue in the dog grooming world. We will only pluck external ear hair. Any signs of inflammation or infection we will refer to a vet. 

  • Teeth cleaning: We will only brush teeth, descaling plaque needs to be done by a professional.

  • Any existing skin conditions uncovered in the grooming process will be immediately reported to the owner. 

  • Anal glands will only be expressed if recommended by a veterinarian.


Social Media

We often take photos and videos of the dogs before and after grooming to post on our social media accounts. Please advise us if you do not want your dog featured in our socials.


Payment

We accept Cash, credit/debit cards, bank transfer and PayPal. Payment must be made in full upon collection of your dog. 

For No-Show or late cancellations, we may request a non-refundable deposit upon making appointments. 


Satisfaction Guarantee

In the instance where you are not happy with the end result of your dogs groom, please let us know within 3 business days so we can correct the issue. We're always happy to hear your feedback, communication is the key to getting the most out of your grooming sessions.

Online Store Policy

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Shipping & Returns

 

Shipping Policy

 

Orders are typically processed within 5 to 7 business days, not including weekends and holidays, after you receive your order confirmation email. You’ll get an additional notification once your order is on its way.

 

Domestic Shipping Rates and Estimates

 

Shipping fees for your order will be calculated and shown at checkout.

 

Please be aware that your order might incur import duties and taxes when it arrives in your destination country. Mugo Dog Grooming is not responsible for these charges; they are the customer’s responsibility.

 

How do I check the status of my order?

 

After your order ships, you will get an email with a tracking number. Allow 48 hours for tracking information to become available.

 

If you do not receive your order within 14 days of receiving your shipping confirmation email, please reach out to us at info@mugo.com.au with your name and order number, and we will investigate the issue.

 

Refunds, Returns, and Exchanges

 

We accept returns within 14 days of delivery if the item is unused and in its original condition. We will issue a refund for the equal value of the purchase price of the returned item/s. The cost of returning your purchase is the purchasers responsibility.

 

If your order arrives damaged, please contact us promptly at info@mugo.com.au with your order number and a photo of the damaged item. We handle these cases individually and strive to find a satisfactory solution.

 

For any other questions, please contact us at info@mugo.com.au.

 

Returns

 

If you’ve received an item that’s the wrong size or if you’ve changed your mind, we’ll offer a refund provided:

 

- The item was not marked as Final Sale (Final Sale items are non-refundable).

- You did not use a gift card for the purchase.

- The item is returned within 14 days of delivery (we will verify the return date through tracking details).

- The item is unused and in its original condition. Items that have been worn, washed, or altered will not be accepted.

- All swing tags are still attached; missing tags will invalidate the refund.

- Full bundles/sets must be returned if purchased as a bundle/set.

 

To start a return, please contact us at info@mugo.com.au.

 

If your return is approved, we will send you a returns authorisation form which must accompany the returning items. Items returned without prior authorisation will not be accepted.

 

For any questions regarding returns, please reach out to us at info@mugo.com.au.

 

Damages and Issues

 

Please examine your order upon receipt and get in touch with us immediately if you find any defects, damage, or receive an incorrect item, so we can address the problem.

 

If you encounter issues with your items, email us at info@mugo.com.au within 7 days of receiving your order. Include:

 

- Order number

- Contact details

- Description of the damage or issue

- Photos of the damage or issue

 

Once we review the details, we will provide you with a return postage label.

 

If the original item is out of stock, we will contact you to discuss alternative options.

 

Exceptions / Non-returnable Items

 

Certain items cannot be returned, such as custom products (including special orders or personalised items). Returns are also not accepted for final sale items or gift cards.

 

Exchanges

 

To exchange an item, return the item you have, and once the return is processed, place a new order for the item you want.

 

Refunds

 

We will notify you once we receive and inspect your return, and let you know whether the refund was approved. If approved, the refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to complete the refund process.

 

If it has been more than 14 business days since we approved your return and you haven’t received your refund, please contact us at info@mugo.com.au.

Privacy Policy

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Your privacy is important to us, and we are committed to protecting your personal information. This Privacy Policy outlines the types of information we may collect, how we use it, and the steps we take to safeguard your privacy.


Information We Collect

  1. Personal Information:

    • We receive, collect, and store any information you enter on our website or provide us in any other way. This includes personally identifiable information such as your name, email address, password, and any communications you may have with us.

  2. Purchase Information:

    • In addition, we collect information related to your purchases, including but not limited to your purchase history, payment details (including credit card information), and order details.

  3. Technical Information:

    • We collect the Internet Protocol (IP) address used to connect your computer to the Internet, login information, computer and connection information, and details about your browsing history on our website.

  4. Session Information:

    • We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page.

  5. User-Generated Content:

    • If you choose to leave comments, feedback, product reviews, or recommendations on our website, we collect this information as well.

  6. Personal Profiles:

    • If you create a personal profile on our website, we collect the information you provide, which may include personal preferences and demographic details.


How We Use Your Information

  1. Personal Information:

    • We use personal information to respond to your inquiries, process your requests, and provide relevant information about our products and services.

  2. Purchase Information:

    • Information related to your purchases is used for order processing, billing, and shipping. We may also use this information to communicate with you about your orders and provide customer support.

  3. Technical and Session Information:

    • Technical and session information is used to improve the functionality and performance of our website. It helps us understand how visitors interact with our site and identify areas for improvement.

  4. User-Generated Content:

    • Comments, feedback, product reviews, and recommendations are used to enhance our products and services and may be displayed on our website with your consent.


Cookies and Similar Technologies

  • We use cookies and similar technologies to enhance your browsing experience. You can manage your cookie preferences through your browser settings.

 

Third-Party Services

  1. Clarity by Microsoft:

    • Our website uses Clarity, a web analytics service provided by Microsoft. Clarity helps us analyze user interactions on our site to improve usability and identify areas for enhancement. Clarity may collect and store non-personal information, such as mouse clicks, scrolls, and page views. For more information about Clarity's privacy practices, please refer to Microsoft's Privacy Statement.

  2. Google Analytics:

    • We use Google Analytics to analyze website traffic and user behavior. Google Analytics may collect and process data such as IP addresses, device information, and browsing activities. This information helps us understand how visitors interact with our site and make improvements. For more information, please refer to Google's Privacy & Terms.

  3. Bing Webmaster Tools:

    • Bing Webmaster Tools provides insights into how Bing crawls and indexes our website. It helps us monitor the performance of our site on the Bing search engine. Bing Webmaster Tools may collect data on website interactions and search queries. For more information, please refer to Microsoft's Privacy Statement.


Third-Party Links

  • Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of these sites. Please review the privacy policies of those websites.

 

Your Choices

  • You have the right to update, correct, or delete your personal information. You may also opt-out of receiving promotional emails from us.

  • By subscribing to Mugo Dog Grooming’s text notifications, you consent to receiving automated marketing text messages from us about our products and services. We respect your preferences, and you can opt-out at any time.

 

Changes to This Privacy Policy

  • We reserve the right to update this Privacy Policy to reflect changes in our practices and services. The date of the latest update will be indicated at the top of the page.


Contact Us

If you have any questions or concerns regarding our Privacy Policy, please contact us at info@mugocom.au.

By using www.mugo.com.au, you agree to the terms outlined in this Privacy Policy.

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