These Terms of Service apply when you use our website, contact us, request a quote, make a booking, or use any of our mobile pet grooming services.

By confirming a booking or using our services, you agree to these Terms of Service.

Clean Paws may update these Terms of Service from time to time. The latest version will be available on our website.

1. About Clean Paws

Clean Paws provides mobile pet grooming services for dogs and cats in selected service areas.

Our services may include, but are not limited to:

• Mobile travel to the customer’s premises;
• Washing and drying;
• Brushing and grooming;
• Trimming where applicable;
• Nail clipping where applicable;
• Optional add-on services selected by the customer;
• Other grooming-related services offered from time to time.

Clean Paws is not a veterinary practice. Our groomers are not veterinarians and do not diagnose, treat, or provide medical advice for pets.

If your pet has a health condition, injury, skin problem, infection, pain, behavioural concern, or any medical issue, you must consult a qualified veterinarian.

2. Service Areas

Clean Paws operates in selected service areas only.

Service availability depends on your location, route planning, team availability, branch availability, and the day of the week.

Clean Paws may decline a booking if the address falls outside our active service area or if the booking cannot be practically accommodated.

3. Advance Bookings

We recommend booking in advance because our teams pre-plan their daily routes.

Clean Paws will try to assist with short-notice bookings where possible, but availability is not guaranteed, especially during busy periods, weekends, holidays, seasonal demand, or other operational constraints.

4. Booking Confirmation

A booking is only confirmed once Clean Paws has accepted the booking and the customer has agreed to the quoted price, date, area, and service requirements.

Clean Paws reserves the right to refuse, cancel, or reschedule a booking where necessary, including, but not limited to:

• Safety concerns;
• Incorrect or incomplete information;
• Pet aggression or difficult behaviour;
• Poor pet health or undisclosed medical conditions;
• Weather or road conditions;
• Vehicle or equipment issues;
• Staff availability;
• Non-payment;
• Access, parking, water, or electricity issues;
• Rude, abusive, threatening, disrespectful, or inappropriate customer conduct;
• Any environment where the Clean Paws team reasonably feels uncomfortable, unsafe, or unable to perform the service professionally;
• Circumstances outside our control.

5. Customer Information and Accuracy

The customer must provide accurate and complete information before the appointment, including, but not limited to:

• Customer name and contact number;
• Full address;
• Complex, estate, building, unit, or access details;
• Gate codes or security instructions;
• Parking instructions;
• Number of pets;
• Pet names;
• Pet breed, size, age, and coat condition;
• Grooming requirements;
• Any known medical, behavioural, coat, skin, parasite, or safety concerns.

Clean Paws relies on the information provided by the customer when preparing quotes and planning routes.

If the information provided is incorrect or incomplete, the price, service, appointment time, or availability may change.

6. Customer Responsibilities

The customer is responsible for ensuring that:

• The pet is available at the appointment time;
• A responsible person is present or available during the appointment;
• Clean Paws has safe and reasonable access to the premises;
• There is suitable parking for the mobile grooming vehicle;
• Water and electricity are available where required, unless otherwise agreed;
• Any complex, estate, body corporate, or security rules are communicated before the appointment;
• The pet’s health, behaviour, age, pregnancy status, injury history, skin condition, parasite condition, or any known risk is disclosed before grooming starts.

Failure to provide access, accurate information, water, electricity, parking, or a safe working environment may result in the booking being cancelled, delayed, or charged as a call-out.

7. Payment Terms

Payment is due according to the payment method and timing communicated by Clean Paws.

Clean Paws may require payment before the groom, on the day of the groom, or immediately after the service.

Where EFT is used, funds may need to reflect in Clean Paws’ bank account before the grooming session starts.

Clean Paws may refuse to start or complete a service where payment has not been made according to the agreed payment terms.

If payment is not made on time, Clean Paws may:

• Refuse future bookings;
• Suspend services;
• Request upfront payment for future bookings;
• Charge reasonable late payment fees or interest where legally allowed;
• Recover collection costs, legal costs, and related charges where legally allowed;
• Take lawful steps to recover the outstanding amount.

The customer remains responsible for amounts due, including, but not limited to, confirmed bookings, call-outs, completed services, partial services, cancellation fees, no-show fees, waiting fees, and any additional agreed charges.

8. Pricing

Quotes are based on the information provided by the customer and Clean Paws’ assessment at the time of quoting.

Prices may change due to circumstances including, but not limited to:

• The pet being larger than described;
• The breed, coat type, or coat condition differing from what was disclosed;
• The pet being matted, heavily knotted, dirty, or difficult to groom;
• The groom taking longer than expected;
• Additional pets being present;
• Additional services or add-ons being requested;
• The address or area differing from what was provided or quoted for;
• Special handling, extra staff time, or extra resources being required.

Clean Paws reserves the right to charge additional fees for circumstances including, but not limited to, severely matted pets, difficult handling, extra time, parasites, waiting time, additional services, or other circumstances that increase the work required.

Prices are subject to change.

9. Operating Hours

Clean Paws’ operating hours may vary by branch, route, region, season, and staff availability.

Appointments may be available on selected weekdays, Saturdays, Sundays, or public holidays depending on operational availability.

Clean Paws may update its operating hours from time to time.

10. Appointment Times and Delays

Clean Paws aims to arrive as close as possible to the scheduled appointment time or appointment window provided to the customer.

However, all appointment times and arrival windows are estimates only and are not a guarantee of the actual arrival time.

Because Clean Paws provides mobile services, arrival times may be affected by unforeseen delays or route changes, including, but not limited to, traffic, weather, previous appointments taking longer than expected, difficult pet behaviour, security access delays, parking delays, vehicle issues, equipment issues, road conditions, staff delays, customer-related delays, route changes, or other circumstances outside our control.

Clean Paws may arrive earlier or later than the estimated appointment time or appointment window.

Clean Paws will not be held responsible or liable for arriving earlier or later than the estimated time, provided that reasonable efforts are made to attend the appointment and communicate material delays where possible.

If the team arrives earlier than expected, the customer may choose to proceed earlier if convenient. If the customer is not ready, Clean Paws may wait where reasonably possible, subject to the day’s route and schedule.

Appointment times may therefore be adjusted where necessary.

11. Delays Caused by the Customer

The customer must be ready for the appointment at the agreed time or within the appointment window communicated by Clean Paws.

If the team is delayed because of the customer, including, but not limited to, access delays, unavailable pets, incorrect address details, unavailable water or electricity, parking issues, security delays, or the customer not being ready, Clean Paws may charge a waiting fee.

Clean Paws may also cancel or leave the appointment if the delay affects the route or other customers.

Where the team has attended the premises and cannot proceed because of customer-related delays or access issues, the customer may still be liable for the full grooming fee, a call-out fee, a waiting fee, or a cancellation fee.

12. Cancellations and Rescheduling

Customers must give at least 24 hours’ notice to cancel or reschedule an appointment.

If less than 24 hours’ notice is given, Clean Paws reserves the right to charge a cancellation fee, call-out fee, or the full appointment fee.

Clean Paws may also charge a cancellation fee, call-out fee, or full fee where circumstances include, but are not limited to:

• The customer is not home or unavailable;
• The pet is not available;
• The address is incorrect;
• Access to the property is not granted;
• Parking is not available;
• Required water or electricity is not available;
• The customer refuses the service after the team arrives;
• The pet cannot be groomed due to undisclosed aggression, illness, injury, parasites, or safety concerns;
• The booking cannot continue due to customer-related issues;
• The Clean Paws team feels uncomfortable, unsafe, disrespected, threatened, or unable to perform the service professionally.

13. No-Shows

If the Clean Paws team arrives for a confirmed booking and the customer is not available, or the team cannot access the pet or premises, this may be treated as a no-show.

In the case of a no-show, Clean Paws may charge the full appointment fee or a reasonable call-out fee.

Future bookings may require upfront payment.

14. Water, Electricity, and Towels

The customer must provide access to water and electricity where required, unless otherwise agreed before the appointment.

Customers must supply towels for their pets unless otherwise agreed.

We recommend one clean towel per pet. This helps reduce the risk of cross-contamination between pets and appointments, especially where ticks, fleas, skin irritation, or other hygiene concerns may be present.

If water, electricity, towels, or safe access are not available, the booking may be delayed, cancelled, or charged as a call-out.

15. Weather, Rain, and Cold Conditions

Clean Paws will make reasonable efforts to continue grooming in rainy, cold, or windy weather where it is safe and practical to do so.

Clean Paws may use warm water and warm dryers where available, practical, and suitable for the pet.

However, we may reschedule, delay, or cancel an appointment where circumstances include, but are not limited to, weather, road conditions, power supply, water access, safety concerns, or operational issues that make it impractical or unsafe to continue.

16. Pet Health, Safety, and Behaviour

The customer must inform Clean Paws before the appointment if the pet:

• Has any medical condition;
• Is elderly, frail, pregnant, injured, or recovering from surgery;
• Has skin irritation, wounds, ticks, fleas, infections, or parasites;
• Has a history of biting, snapping, aggression, anxiety, fear, or difficult behaviour;
• Has previously reacted badly to grooming;
• Requires special handling;
• Is on medication or has recently received veterinary treatment.

Clean Paws will take reasonable care when handling pets.

However, grooming may reveal or aggravate pre-existing conditions, including, but not limited to, skin irritation, lumps, sores, matting-related discomfort, ear sensitivity, nail issues, anxiety, or other underlying concerns.

Clean Paws reserves the right to stop or refuse a grooming session if continuing would place the pet, customer, groomer, or any person at risk.

If a service is stopped due to aggression, unsafe conditions, non-disclosure, or circumstances outside Clean Paws’ control, the customer may still be liable for a reasonable call-out fee or full fee depending on the circumstances.

17. Illness, Injury, and Medical Conditions

The customer must disclose the pet’s medical history and any current health concerns before grooming starts.

Clean Paws may refuse to groom a pet that has or appears to have conditions including, but not limited to:

• Stitches from surgery;
• Open wounds;
• Weeping wounds;
• Signs of infection;
• Vomiting;
• Diarrhoea;
• Breathing difficulties;
• Unusual tiredness or lethargy;
• Severe pain or discomfort;
• Severe skin irritation;
• Untreated injuries;
• Any form of ill health;
• Any condition that should first be assessed by a veterinarian.

By using Clean Paws’ services, the customer confirms that, to the best of their knowledge, the pet is fit and healthy enough to be groomed.

Grooming elderly, sick, injured, anxious, or medically vulnerable pets is done at the owner’s risk.

Grooming may expose or aggravate underlying skin, coat, nail, ear, health, or behavioural problems that Clean Paws cannot be held responsible for where those conditions were pre-existing, undisclosed, or not caused by Clean Paws’ negligence.

18. Vaccinations

The customer confirms that their pet is vaccinated and up to date where applicable.

Unvaccinated pets may place themselves, other pets, staff, and customers at risk.

Clean Paws reserves the right to refuse service if vaccination status is a concern or if the pet appears to pose a health risk to other pets or staff.

19. Veterinary Assistance

Clean Paws’ first concern is the welfare and safety of the pet.

If a pet becomes ill, injured, distressed, or requires urgent veterinary attention during or after the appointment, Clean Paws may recommend that the customer contact a veterinarian.

In the case of an emergency, and where Clean Paws reasonably believes that veterinary assistance is required, Clean Paws may seek veterinary assistance without first obtaining the customer’s consent, especially where the customer cannot be reached in time or where delaying action may place the pet at further risk.

Clean Paws will make reasonable efforts to notify the customer as soon as reasonably possible during or after the emergency, depending on the circumstances.

All veterinary costs, treatment costs, transport costs, medication costs, and related expenses remain for the customer’s account unless otherwise required by law.

20. Matted Coats

The well-being of the pet is important to Clean Paws.

Severely matted or knotted coats can cause pain, skin pulling, restricted movement, overheating, skin irritation, sores, parasites, and discomfort.

Where a pet is severely matted, shaving or stripping the matted hair may be the safest and most humane option.

By using Clean Paws’ services, the customer gives Clean Paws permission to remove matted hair where reasonably necessary for the pet’s comfort and welfare.

Additional fees may apply for matted coats, dematting, shaving, extra time, or additional handling.

The customer understands that grooming severely matted pets carries increased risk, including, but not limited to:

• Skin irritation;
• Redness;
• Minor cuts or nicks;
• Uneven coat length;
• Exposure of pre-existing sores or skin conditions;
• Discomfort caused by the matting itself;
• Behavioural stress during grooming.

Clean Paws will take reasonable care, but will not be held liable for issues caused by matting, lack of regular grooming, neglected coat condition, undisclosed skin problems, or underlying conditions revealed during grooming.

21. Ticks, Fleas, and Parasites

The customer must inform Clean Paws before the appointment if the pet has ticks, fleas, or parasites.

If ticks, fleas, or parasites are found during the appointment, Clean Paws may:

• Inform the customer;
• Apply an appropriate treatment or add-on if available;
• Charge the applicable fee;
• Stop or refuse the groom where necessary;
• Recommend that the customer treats the pet’s home environment and consults a veterinarian where appropriate.

Clean Paws is not responsible for ticks, fleas, parasites, or related conditions that existed before the appointment.

22. Aggressive or Difficult Pets

The customer must disclose if a pet has ever bitten, attempted to bite, snapped, shown aggression, or required special handling during grooming.

Clean Paws may use reasonable safety measures where appropriate, including, but not limited to, asking the owner or helper to assist, pausing the groom, or stopping the groom.

Clean Paws does not sedate pets.

Any calming medication, sedative, or medication of any kind must only be given by the owner and should only be used under veterinary guidance. Clean Paws does not accept responsibility for medication given by the owner.

If a pet becomes aggressive, difficult, or unsafe to groom, Clean Paws may stop the grooming session immediately.

Full or partial grooming charges may still apply depending on the circumstances and the work already performed.

The customer remains responsible for any injury, damage, or loss caused by their pet to Clean Paws staff, vehicles, equipment, property, customers, or third parties.

23. Owner Presence During Grooming

In some cases, a pet may become more excited, nervous, protective, or difficult to handle when the owner is nearby.

Clean Paws may ask the owner to step away where this is considered safer for the pet and the groomer.

In other cases, Clean Paws may ask the owner or a responsible person to assist if the pet requires reassurance or handling support.

The groomer will use their judgement based on the pet’s behaviour and safety.

24. Nail Clipping

Nail clipping may be included in selected grooming packages or available as an add-on, depending on the service selected.

Where nails are very long, only a safe amount can be trimmed.

Cutting nails too short may cause discomfort, sensitivity, or bleeding because of the quick/vein inside the nail.

If the nails are already short, Clean Paws may not cut them shorter.

Clean Paws will take reasonable care when clipping nails, but cannot guarantee that nails will be cut to a specific length.

Clean Paws will not be held responsible if a nail is accidentally cut too short, especially where the pet moves, pulls away, becomes difficult to handle, has dark nails, overgrown nails, sensitive nails, or where the quick is not clearly visible.

25. Grooming Results

Clean Paws will make reasonable efforts to achieve the grooming result requested by the customer.

However, final grooming results may depend on factors including, but not limited to:

• The pet’s coat type;
• Coat condition;
• Matting or knotting;
• Breed;
• Previous grooming history;
• Pet behaviour;
• Pet health;
• Customer instructions;
• The time reasonably available to complete the groom safely.

Clean Paws cannot guarantee a specific style or finish where the pet’s coat condition, behaviour, health, or safety prevents it.

26. Complaints and Service Concerns

If the customer is unhappy with a service, the customer must notify Clean Paws before the team leaves the premises, where reasonably possible.

This allows Clean Paws to assess the concern immediately and, where appropriate, give the team an opportunity to correct or address the concern before leaving.

If the concern is only noticed after the team has left, the customer must notify Clean Paws as soon as possible and preferably within 24 hours of the appointment.

Clean Paws may not be able to assist with complaints raised long after the appointment, especially where the pet’s coat, skin, nails, behaviour, or condition may have changed after the groom.

Where appropriate, Clean Paws may offer one or more of the following at its discretion:

• Advice or clarification;
• A correction or touch-up appointment;
• A credit;
• Another reasonable solution.

Customers may request a refund where they believe it is appropriate. Any refund request will be considered by Clean Paws based on the circumstances, but refunds are not automatic and remain at Clean Paws’ discretion.

Clean Paws may refuse a refund where circumstances include, but are not limited to, incorrect or incomplete information provided by the customer, undisclosed pet behaviour or health concerns, matting, neglected coat condition, parasites, pre-existing conditions, customer instructions, or where Clean Paws was not given a fair opportunity to assess or resolve the concern.

27. Customer Conduct, Site Conditions, and Staff Safety

Clean Paws is committed to providing a respectful and safe working environment for its team members.

Customers, residents, security staff, estate staff, contractors, or any persons on-site may not be rude, abusive, threatening, aggressive, disrespectful, harassing, intimidating, verbally abusive, physically threatening, or interfere with Clean Paws staff while they are carrying out their duties.

Clean Paws reserves the right to stop the service, refuse the service, cancel the appointment, and/or leave the premises immediately if our team feels uncomfortable, unsafe, disrespected, threatened, intimidated, or exposed to an unsuitable working environment.

An unsuitable working environment may include, but is not limited to:

• Rude, aggressive, threatening, or abusive behaviour;
• Swearing, shouting, harassment, or intimidation;
• Interference with the groomers while they are working;
• Unsafe parking or access conditions;
• Unsanitary or unhygienic conditions;
• Unsafe animals on the property;
• Unsafe persons on the property;
• Security, estate, or body corporate disputes;
• Any environment where the Clean Paws team reasonably feels uncomfortable or unsafe.

Where Clean Paws stops, refuses, cancels, or leaves an appointment due to customer conduct, third-party conduct, or an unsuitable working environment, the customer may still be liable for the applicable service fee, call-out fee, cancellation fee, waiting fee, or any other reasonable charges incurred.

28. Photos, Videos, Reviews, and Marketing

Clean Paws may take photos or videos of pets for service records, quality control, social media, advertising, website content, or marketing.

By using Clean Paws’ services, the customer gives permission for their pet’s photo or video to be used for Clean Paws marketing, unless the customer objects in writing.

Clean Paws will not intentionally publish the customer’s private address, contact details, or personal information in marketing material.

If you do not want your pet’s photo or video used for marketing, please inform Clean Paws in writing.

29. Website Use

The Clean Paws website may be used for lawful purposes only.

You may not:

• Attempt to hack, damage, overload, or interfere with the website;
• Submit false, misleading, abusive, or unlawful information;
• Copy or misuse Clean Paws branding, content, images, or intellectual property;
• Use the website in a way that violates any applicable law.

Clean Paws may update, suspend, remove, or change website content at any time.

30. Third-Party Links and Services

Our website, forms, social media pages, booking systems, payment links, WhatsApp links, or communications may contain links to third-party websites, systems, or service providers.

Clean Paws is not responsible for the content, security, privacy practices, or terms of third-party websites or platforms.

Customers should review the relevant third-party terms and privacy policies before using them.

31. Limitation of Liability

Clean Paws will take reasonable care when providing services.

However, grooming involves working with live animals, sharp tools, clippers, scissors, dryers, water, restraint, movement, and pets that may be nervous, unpredictable, matted, elderly, injured, anxious, aggressive, or difficult to handle.

To the extent allowed by law, Clean Paws will not be held liable for grooming-related injuries, accidents, loss, damage, delay, or costs arising from circumstances including, but not limited to:

• Any injury to a pet during or after grooming;
• Any grooming-related injury;
• Any accident involving a pet;
• Any accident involving persons, property, vehicles, grooming equipment, or the customer’s premises;
• Clipper irritation, razor burn, brush irritation, skin redness, or skin sensitivity;
• Minor cuts, nicks, scratches, or abrasions;
• Nail clipping, including where a nail is accidentally cut too short;
• Ear irritation, skin irritation, or coat irritation;
• Sudden pet movement during grooming;
• Pet anxiety, stress, fear, pulling away, jumping, slipping, or resisting;
• Pre-existing health conditions;
• Undisclosed medical conditions;
• Undisclosed behavioural issues;
• Aggression, biting, snapping, or difficult handling;
• Severe matting or neglected coat condition;
• Parasites, ticks, fleas, sores, lumps, wounds, or skin conditions discovered during grooming;
• Grooming elderly, sick, injured, anxious, or medically vulnerable pets;
• Incorrect or incomplete information provided by the customer;
• Unsafe premises;
• Customer delays or access issues;
• Rude, abusive, threatening, disrespectful, or inappropriate customer or third-party conduct;
• Any environment where the Clean Paws team reasonably feels uncomfortable, unsafe, or unable to continue the service;
• Weather, traffic, power, water, route, or operational issues;
• Early arrival or late arrival within the nature of mobile route-based services;
• Third-party conduct outside Clean Paws’ control.

32. Indemnity

The customer agrees to indemnify and hold Clean Paws harmless from any claims, losses, damages, costs, or expenses arising from circumstances including, but not limited to:

• Incorrect or incomplete information provided by the customer;
• The customer’s failure to disclose pet health, behaviour, coat, or safety concerns;
• Any grooming-related injury;
• Any injury to a pet;
• Any accident involving a pet;
• Any accident involving persons, property, vehicles, grooming equipment, or the customer’s premises;
• Nail clipping, including where a nail is accidentally cut too short;
• Injury or damage caused by the customer’s pet;
• Sudden pet movement, anxiety, aggression, or difficult handling;
• Severe matting, neglected coat condition, parasites, or pre-existing conditions;
• Unsafe premises or access conditions;
• Rude, abusive, threatening, disrespectful, or inappropriate customer or third-party conduct;
• Any environment where the Clean Paws team reasonably feels uncomfortable, unsafe, or unable to continue the service;
• Customer breach of these Terms of Service;
• Third-party claims arising from the customer’s pet, premises, or instructions.

33. Changes to These Terms

Clean Paws may update these Terms of Service from time to time.

The latest version will be published on our website.

Continued use of our website or services after an update means you accept the updated Terms of Service.

34. Governing Law

These Terms of Service are governed by the laws of the Republic of South Africa.

Any dispute will be dealt with in accordance with South African law and, where applicable, through the appropriate courts, regulators, ombuds, or dispute resolution bodies.