Policies & Terms | Estella’s Pet Paradise

📝 Policies & Terms | Estella’s Pet Paradise

📅 Last Updated: 10/02/2025

Welcome to Estella’s Pet Paradise! We’re committed to offering a safe, reliable, and transparent experience for both our grooming services and pet product sales. By using our services or purchasing from our store, you agree to the following policies.

📌 1. Privacy Policy 🛡️

We value your privacy and take the protection of your personal information seriously.

1.1 Information We Collect

Your name, phone number, and email for bookings and order processing
Pet details (breed, age, health conditions) for grooming care
Payment details (securely processed via trusted third-party providers)
Website data via cookies and analytics for performance and improvements

1.2 How We Use Your Information

To process appointments and product orders
To send booking confirmations, shipping updates, and service reminders
To improve our services and customer experience

1.3 Data Protection

We never sell or share your data with external parties
All data is securely stored and used only for relevant service or product-related purposes

📩 Questions or concerns? Reach us at estellaspetparadise@gmail.com

📌 2. Grooming Policies ✂️🐾

To ensure your pet receives the best care, please review our grooming service terms.

2.1 Booking & Cancellation

Appointments must be booked in advance and are subject to availability
Cancellations must be made at least 48 hours in advance to retain booking priority
New clients are subject to a deposit and non-refundable within 24 hours cancellation
Arrivals more than 15 minutes late may result in rescheduling

2.2 Grooming Requirements

Pets must be up to date with vaccinations and free of fleas or ticks
For safety reasons, clients are not required (and are asked not) to hold or stay close to their pet during grooming. This prevents pets from becoming distracted and avoids the risk of injury to both the pet and owner, as grooming involves the use of sharp tools.
We reserve the right to pause or stop grooming if a pet shows signs of aggression or extreme stress
Cat grooming must be done in a quiet, secure space
Oodle, poodle, and curly-coated breeds require additional time and skill. A curly coat surcharge applies depending on size $20–$40. This ensures we can provide the best quality groom while keeping your pet comfortable and stress-free.

📌 Matted Coat Policy ✂️🐾

At Estella’s Pet Paradise, your pet’s comfort and wellbeing always come first. Grooming matted coats requires shaving very close to the skin, which carries some risks.

By booking, you acknowledge and accept the following:

Skin Sensitivity: Removing mats may cause temporary redness, irritation, or itchiness.
Risk of Nicks: Despite the greatest care, close clipping may occasionally result in small cuts or abrasions.
Pre-Existing Issues: Mats can hide skin conditions, parasites, or sores that may be revealed once the coat is removed.
Comfort Over Style: Severely matted pets may need a short haircut rather than a styled groom to keep them safe and comfortable.
Liability: Estella’s Pet Paradise is not responsible for effects resulting from severe matting, including skin irritation or minor nicks, though every effort is made to avoid them.

💡 Tip for owners: Regular brushing and professional grooming help prevent mats and keep your pet comfortable between appointments.

2.3 Payment & Liability

Payment is required at the time of service
Exact cash is required for cash payments
No refunds will be given for last-minute cancellations or incomplete services due to pet behavior
Owners must disclose any medical conditions, allergies, or grooming history
While we take every precaution, Estella’s Pet Paradise is not responsible for pre-existing conditions or injuries due to uncooperative pets

2.4 Owner Instructions & Responsibility 🐾

All grooming styles are carried out according to the owner’s request at the time of booking and reconfirmed at the appointment.
While Estella’s Pet Paradise provides professional advice on coat type, length, and suitability, the final decision is always the owner’s.
Once grooming has been completed as requested, Estella’s Pet Paradise cannot be held responsible if the owner later changes their preference, disagrees with the style, or experiences “buyer’s regret.”
Please note: Certain grooming requests (such as shaving double-coated breeds) may affect coat texture, regrowth, and temperature regulation, and may increase the risk of skin irritation. By proceeding with the requested style, the owner accepts these risks and Estella’s Pet Paradise is not liable for any resulting issues.
By booking a service, the owner accepts responsibility for the grooming style chosen and acknowledges that some styles may not be recommended for the coat type, but may still be carried out upon their request.

📌 3. Product Policy 🐕🛍️

3.1 Order Processing & Shipping

Orders are processed within 1–5 business days
Standard shipping times apply unless otherwise stated
You’ll receive tracking information once your order is dispatched

3.2 Returns & Exchanges

We accept returns within 14 days of delivery for unused items in original packaging
Return shipping is the responsibility of the customer unless the item is faulty
Exchanges are available for sizing issues or defects—contact us first to arrange

3.3 Product Quality & Disclaimer

We stand by the quality of our products and aim to provide accurate descriptions and images
Please always supervise pets when using new toys or accessories
Estella’s Pet Paradise is not liable for misuse or damage caused by pets after purchase

📍 Location: South West Sydney

📧 Email: estellaspetparadise@gmail.com

By booking a grooming appointment or purchasing a product from our shop, you agree to these terms. Thank you for supporting Estella’s Pet Paradise! 🐾💖