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GENERAL DISCOUNTS: We’ll pass on the savings if our costs are reduced. For example, if your dog is social and we’re able to group dogs together in Playgroups, we’ll pass savings on to you because the cost of the handler can be split. Or perhaps you have an ongoing booking that doesn’t require a great deal of administration then we’ll discount the outings to “Regular VIP Booking” rate because our administration time is reduced.
VIP: Customers that have a weekly service that is ongoing month to month are referred to as a “VIP” customer. This entitles you to an an end-of-month account. You’ll be able to use as many of the great Woofers services (including web store purchases, retail products and grooming) and all the fees will be added to your account.
Example of VIP; Regular Playgroup every Tuesday and Thursday and ongoing for more than one month.
As a VIP client, you’ll also receive; first option on last minute grooming appointments, free Daycare with grooming appointments, access to exclusive in-store specials and promotions, invitations to VIP events and MasterClasses, priority bookings for Sleepovers, not to mention great discounts (+12%) on all your regular services such as Daycare, Park Parties and Playgroups.
VIP GOLD: If you have five or more regular, ongoing Playgroups, Dog Training or ParkParties per week then you’ll receive all the benefits of VIP, plus significant savings (approx. 20%) on your regular services.
GROOMING DISCOUNTS: Grooming is charged in the fairest possible way; according to the time taken (hourly rate). If your dog is calm, relaxed and it’s coat is in good condition it often takes your groomer less time, hence we pass the savings onto you. If a dogs’ coat condition requires a little more time it will be charged accordingly. There are no “surprise charges” – we don’t charge extra for nail trimming, ear cleaning, hypoallergenic shampoos, etc. It’s all included in the service you’d expect from a professional grooming salon.
SURCHARGES – PUBLIC HOLIDAYS: We know that dogs still need exercise, pets’ need to to eat and animals need caring attention every day of the year, even public holidays. With a little advanced notice, we are happy to help on these days. Services that are confirmed for these days will incur a $15 surcharge which contributes to the added cost of staffing on these days. Park Parties do not run on public holidays and the grooming salon and office is closed.
SLEEPOVERS: There are no public holiday surcharges (nor surge pricing in peak periods) for the Sleepover service. It’s the same daily rate throughout the year.
ADDITIONAL TIME or TRAVEL TIME: If you live outside our service area, or your pets require extra time you may be charged for addiction time of $10 per 10mins. We can discuss this at the time of booking and we endeavour to be upfront of all costs.
CANCELLATIONS: Playgroups, Dog Training, Park Parties, Pet Taxis, etc are free to cancel or change anytime up until 24 hours prior. Last minute cancellations (i.e. less than 24 hours notice) are charged at full fee because a staff member has already been allocated to your service and often that spot can’t be filled at last minute.
Sleepovers which are cancelled after the booking is confirmed (i.e. the place has been reserved for your dog) may incur a cancellation fee. Please speak with Rachel or Shannon (your Animal Placements Coordinators) for more information.
WHAT IS IN THE WEB-STORE? Fortunately, we’ve secured great prices from our suppliers and we pass on these savings of about 10-12% off typical RRP prices. Our intention is to stock a great range of excellent quality, Australian made products. Our team of Dog Trainers lab-test (Labrador-test) anything that we stock and you’ll notice that there’s no “cutesy” products, just high quality items that have benefits for the pets. Check out the “Rental” section for a dog toy library and a range of training equipment available to hire.
SLEEPOVER PAYMENTS: Woofers Sleepovers are charged to your nominated credit card in two parts. The first payment of 50% is charged when we’ve match you to a suitable minder. The balance is charged after the sleepover finishes. After you return from your trip and collect your dog we will charge your card for the number of calendar days your dog stayed with the minder. Alternate payment arrangements can be made prior to the Sleepover.
COD: All pet foods, grooming, dog training, and last minute sleepovers are paid for at the time the service is provided or prior. Payment is accepted in person at the office or with credit card over the phone. Our trainers do not carry cash and are unable to accept payments directly.
CUSTOMER ACCOUNT: For dog walking, playgroups, pet feeding and other regular monthly services we operate on a post-paid system. As a VIP client you have an “end-of-month account” with us, so you’re free to use Woofers as little or as much as you like. Each service is then added on your “end-of-month account”. Itemised invoices will be emailed in the first few days of the following month and we accept cash (in store) bank transfer or credit card over the phone. Payment terms are 14days.
LATE FEES: Danielle (your Account Manager) is more interested working with the animals than chasing outstanding accounts so payment terms are strictly fourteen days credit. By requesting our products or services you agree to our trading terms. The late fee of $18.50 is charged to cover the additional administration costs and is applied to each outstanding account. Late fees are cumulative each month the account remains unpaid. All billing queries can be emailed to email@example.com
DIRECT DEBIT: For your convenience we offer a direct debit facility. Most clients choose the direct debit option to avoid late fees and all credit card surcharges. Once your direct debit is set up you will receive your itemised invoice as per normal at the end of the month and have time to review it. The balance owing will then be charged to your nominated credit card on the second Thursday of the following month. Simply return your completed credit card nomination form and we’ll arrange the rest. Alternatively, you can manage your own credit cards in the Client Portal. Look for the “Log In” button on the top of this webpage.