Our terms,plain and fair.

These Terms of Service (“Terms”) govern the services provided by Collar & Comb (“we”, “us”, “our”) and your use of our website, collarandcomb.co.za. By booking or using our services, or by using our website, you (“you”, “the owner”) agree to these Terms. If you do not agree, please do not use our services.

These Terms do not limit any rights you have under the Consumer Protection Act 68 of 2008 (“CPA”) or other South African law that cannot lawfully be excluded.

Collar & Comb provides pet grooming and related services, including:

• In-salon grooming for dogs, cats, bunnies and birds;
• Mobile (“at your home”) grooming within our service area;
• Daycare and boarding, including bird boarding;
• A retail shop offering treats, food, accessories and toys; and
• Dog food and treats delivery.

Specific services, inclusions and prices are described on our website and may be updated from time to time.

You must be 18 years or older to book our services or enter into these Terms. By booking, you confirm that you are the owner of the pet, or are authorised by the owner to arrange services and to make the decisions and give the consents described in these Terms. Our services are offered in and around Ballito, KwaZulu-Natal; mobile grooming and delivery are available within our stated service area only.

• Bookings may be requested through our website form, by phone, or by WhatsApp. A booking is only confirmed once we have responded to confirm the date and time.
• Salon drop-offs run between 08H00 and 16H00 unless otherwise arranged.
• Please arrive on time. If you are significantly late, we may need to shorten, reschedule, or treat the appointment as a missed appointment (see Section 5).

• Please give us at least 24 hours’ notice if you need to cancel or reschedule.
• Missed appointments / no-shows: if you do not arrive and do not give notice, we may charge a fee to cover the reserved time.
• Late collection: pets must be collected by the agreed time. If a pet is not collected by closing time, a late-collection or overnight-boarding fee at our standard rate may apply.
• Uncollected pets: if a pet is not collected within 7 days of the agreed collection date and we cannot reach you, we will act in the pet’s best interests and in accordance with applicable animal-welfare law, at your cost.

• Prices are as shown on our website or as quoted to you. Final grooming prices may vary with your pet’s size, breed, coat condition and behaviour, and any add-on services. We will tell you about material extra costs (such as heavy de-matting) before proceeding where reasonably possible.
• Payment is due on collection or completion of the service, by cash or EFT. We do not process card or online payments through the website.
• Our loyalty rewards (currently 10% off your 3rd visit, 15% off your 6th, and R100 off your 9th) apply on the terms advertised and may be changed or withdrawn on reasonable notice.

By booking, you warrant that:

• Your pet is up to date with its vaccinations and is, to your knowledge, in good health and free of contagious illness or parasites (fleas/ticks). We may decline or stop service if we reasonably suspect a health or safety risk.
• You have disclosed to us, in advance and in writing where possible, any health condition, allergy, injury, sensitivity, age-related frailty, or history of aggression, biting or anxiety. This is essential for your pet’s safety and ours.
• We may charge for additional cleaning or treatment, or decline service, if a pet arrives with fleas, ticks or other parasites.

Grooming a badly matted or neglected coat carries real risks to the animal. Where a coat is severely matted:

• Humane removal often requires shaving down to the skin; a breed-standard or styled cut may not be possible. You accept this outcome where matting requires it.
• Matting can hide, cause, or reveal skin problems, sores, or lumps, and removal can cause nicks, redness, irritation or post-grooming stress, even with all reasonable care. By proceeding, you acknowledge and accept these inherent risks.
• We will always prioritise your pet’s comfort and welfare over appearance.

• Grooming, daycare and boarding involve handling live animals and carry inherent risks. Occasionally, and despite reasonable care, minor incidents (such as a nick, clipper irritation, or stress reaction) can occur, and pre-existing conditions may be discovered or aggravated.
• Emergency care: if your pet becomes ill or injured, or an emergency arises while in our care and we cannot reach you, you authorise us to obtain veterinary attention on your behalf, and you agree to be responsible for the reasonable cost of that care.

If you book mobile grooming, you agree to provide, at the service address:

• Safe and lawful access, a suitable parking space, and reasonable space for us to work;
• Access to water and an electrical power point, unless we have agreed the van is self-contained;
• A responsible adult (18+) present for the duration of the appointment; and
• Disclosure of any hazards at the premises (for example, other animals or security measures).

We may decline or stop a mobile appointment if the environment is unsafe, unsuitable, or these requirements are not met, and a callout or missed-appointment fee may apply.

• Proof of current vaccination and effective parasite control is required for daycare and boarding.
• Daycare involves supervised interaction with other animals. While we supervise carefully, socialising animals carries some inherent risk, which you accept.
• Personal belongings left with your pet are brought at your own risk and cannot be guaranteed against loss or damage.

• Retail products are sold subject to availability. Your rights in respect of faulty or defective goods under the CPA are not affected by these Terms.
• Food, treats and perishable or hygiene-sensitive items may only be returned or exchanged where faulty, as allowed by law.
• Delivery is available within our stated area; delivery times are estimates.

We may photograph pets (and occasionally owners) at our premises and use those images on our social media and marketing, as described in our Privacy Policy. You may opt out or request removal at any time by contacting us.

We may refuse, pause, or stop a service, without liability for doing so, where:

• A pet is aggressive, distressed, or poses a risk to itself, our team, or others;
• We reasonably suspect illness, injury, or a welfare concern;
• Required information, access, payment or vaccination proof is not provided; or
• Continuing would be unsafe or unlawful.

We may also update our services, prices and these Terms from time to time (see Section 18).

• We will provide our services with reasonable care and skill.
• Nothing in these Terms excludes or limits our liability where it may not lawfully be excluded, including liability for death or personal injury, or for loss caused by our gross negligence, fraud, or breach of the Consumer Protection Act.
• Subject to the above, and to the fullest extent permitted by law, we are not liable for: stress reactions, or outcomes that are an inherent and unavoidable part of grooming a matted, neglected, aged, or unwell animal; pre-existing conditions that are discovered or aggravated despite reasonable care; or indirect or consequential loss.
• Subject to the above, our total liability arising from a service is limited to the amount you paid for that service, except where the law requires otherwise.

All content on our website — including text, logos, branding, photographs and design — is owned by or licensed to Collar & Comb and may not be copied or used without our permission. Any photographs of your pet that you submit remain yours; by submitting them you give us permission to use them to provide and, where you have not opted out, to promote our services.

These Terms are governed by the laws of the Republic of South Africa. We would like the chance to resolve any concern directly first — please contact us. Any dispute that cannot be resolved will be subject to South African law, and you retain all rights available to you under the Consumer Protection Act, including recourse to the National Consumer Commission or a relevant ombud or court of competent jurisdiction in KwaZulu-Natal.

We may update these Terms from time to time. The “Last updated” date shows the latest version, and the current Terms will always be available on our website. Continuing to use our services after a change means you accept the updated Terms.