Terms and Conditions
1. Definitions and parties
1.1 These Terms and Conditions ("Terms") govern your use of pamperedpaws.co.za, related subdomains, mobile interfaces, booking systems, WhatsApp channels and pet-care services offered by Tanglez Petz SA (Pty) Ltd, trading as Pampered Paws ("we", "us", "our"), with its principal business address at 20 Imam Haron Road, Claremont, Cape Town, 7708, South Africa.
1.2 "You", "your" or "Client" means the person making, confirming or paying for a booking and, where applicable, the owner or authorised agent of the pet.
1.3 "Pet" means any dog, or other animal we expressly agree to accept, placed in our care.
1.4 "Services" means grooming, daycare, nightcare, dog walking, shuttle or pickup and drop-off services, training-related services, retail services and other pet-care services offered by Pampered Paws.
1.5 "Guide price" or "estimate" means a price communicated before we have completed a physical assessment of the pet and the work required. It is not a fixed quotation unless we expressly confirm in writing that the price is fixed.
2. Electronic communications
2.1 You agree that communications reasonably necessary to administer your enquiry, account, booking or services may be sent electronically, including by email, SMS, WhatsApp, website notification or in-app message.
This clause does not itself constitute consent to unsolicited electronic direct marketing. Marketing communications are handled separately in accordance with applicable law, our Privacy Policy and your marketing preferences.
2.2 To the extent permitted by South African law, electronic bookings, agreements, instructions, confirmations, approvals, estimates, invoices and notices may constitute valid communications in writing.
2.3 You are responsible for providing accurate contact details and keeping those details up to date.
2.4 Where we request approval through WhatsApp, SMS, email, our booking platform or another electronic method, your affirmative response may be retained as evidence of the instruction or approval given.
3. Services, grooming and pricing
3.1 We provide professional pet-care services as described on our website, booking systems, price lists and booking communications.
Service descriptions, appointment lengths and completion times are estimates and may vary according to the pet's physical size, coat, condition, temperament, behaviour, health, grooming requirements and other operational or welfare considerations.
3.2 Prices are stated in South African Rand (ZAR) and include VAT where applicable unless expressly stated otherwise.
We may update prices prospectively and correct genuine pricing or typographical errors.
3.3 We may reasonably refuse, pause, modify or discontinue a service where:
- the pet presents a material safety risk;
- continuing may compromise the pet's welfare;
- required information or documentation has not been supplied;
- material medical or behavioural information was not disclosed;
- the client's conduct compromises staff, client or animal safety;
- amounts properly due remain unpaid; or
- circumstances otherwise make it unsafe or unreasonable to continue.
3.4 Nightcare involves attentive residential overnight supervision. It is not veterinary or continuous clinical monitoring. Pampered Paws is not a veterinary practice.
3.5 Grooming guide prices, estimates and physical assessment
3.5.1 Grooming prices communicated before we physically assess a pet, including prices communicated by telephone, WhatsApp, website, social media or booking system, are guide prices or estimates unless Pampered Paws expressly confirms in writing that the amount is a fixed price.
3.5.2 The amount of grooming work required cannot always be accurately established until the pet and coat are physically assessed.
The appropriate service category and final charge may reasonably be affected by:
- the individual pet's physical size and weight;
- coat type, density, length and volume;
- matting or impacted undercoat;
- overall coat condition;
- the grooming style requested;
- de-matting or shave-out requirements;
- behaviour, movement and handling requirements;
- skin condition;
- parasites or contamination;
- special products reasonably required; and
- the additional time reasonably required to perform the service.
3.5.3 Pampered Paws' grooming size categories are commercial service and pricing categories. They do not necessarily correspond with breed-show, kennel-club, veterinary or breed-association classifications.
We may consider the individual dog's weight, physical dimensions, coat volume, coat type, coat condition and grooming requirements when selecting the applicable grooming category.
3.5.4 Additional grooming work, including de-matting, shave-outs, removal of impacted undercoat, specialised grooming and other applicable add-ons, may incur an additional charge in accordance with the pricing basis disclosed by Pampered Paws.
This may include:
- a published or displayed add-on price;
- a disclosed hourly or time-based rate;
- a rate communicated at booking;
- an updated estimate communicated after assessment; or
- another pricing method expressly agreed with you.
3.5.5 By confirming a booking after applicable pricing information has been made reasonably available to you, you acknowledge that a guide price may change where physical assessment reveals additional work falling within the disclosed pricing structure.
3.5.6 Where additional work would materially increase the expected charge beyond the pricing basis already accepted by you, Pampered Paws will, where reasonably practicable, attempt to obtain further approval before undertaking that material additional work.
3.5.7 Where we are unable to contact you, we may pause, modify or discontinue the groom rather than undertake substantial additional chargeable work requiring further approval.
We may nevertheless take reasonable immediate action where genuinely necessary to protect the safety or welfare of the pet.
3.5.8 You remain responsible for charges properly incurred for work already authorised and performed.
3.6 Matting, impacted coats and humane grooming
3.6.1 You must disclose, where reasonably known to you, significant matting, impacted undercoat, skin sensitivity, wounds, sores, lumps, warts, skin tags or other conditions that may materially affect grooming.
3.6.2 Matting and impacted coat can pull on the skin, cause discomfort, restrict airflow and conceal skin irritation, wounds, parasites, inflammation, lumps and other conditions.
3.6.3 Pampered Paws will prioritise the animal's welfare and comfort over preserving coat length or achieving a particular cosmetic result.
Where, in the reasonable professional judgment of the groomer, prolonged brushing or de-matting would likely cause excessive discomfort, distress or risk of injury, clipping or shaving affected areas may be recommended instead.
3.6.4 Where a substantial shave-out would materially alter the expected appearance of the pet, we will where reasonably practicable attempt to obtain the client's approval before proceeding.
3.6.5 Removal of heavily matted or impacted coat may result in:
- a considerably shorter coat than originally requested;
- temporary unevenness while the coat regrows;
- temporary skin sensitivity;
- exposure of previously concealed irritation, bruising, wounds, parasites, lumps, warts, sores or skin conditions; and
- changes in coat texture or regrowth inherent to the individual pet.
3.6.6 Additional work or grooming time required because of matting or impacted coat may incur additional charges in accordance with clause 3.5 and the applicable pricing information.
3.6.7 Where we reasonably consider the condition of a coat or pet to raise an animal-welfare concern, we may record the condition, recommend veterinary attention or decline to undertake grooming that we reasonably consider inappropriate or unnecessarily distressing.
3.7 Important grooming risk notice
3.7.1 The risk of accidental injury may be greater where a pet:
- moves suddenly or unexpectedly;
- struggles, twists, pulls away or becomes distressed;
- resists handling or attempts to bite;
- has severe or tight matting close to the skin;
- has thin, loose, folded, sensitive or elderly skin;
- has concealed lumps, sores, warts or skin tags;
- has an existing skin condition;
- is elderly or medically compromised;
- is highly anxious; or
- cannot safely remain still during part of the groom.
3.7.2 Severe matting may pull, stretch or fold skin into or beneath the coat and may conceal areas of the skin from the groomer until the affected coat is removed.
3.7.3 By proceeding with a grooming service after this risk notice has been made reasonably available to you, you acknowledge the ordinary inherent risks associated with professional pet grooming.
3.7.4 This acknowledgement is not a waiver of any consumer right or liability that cannot lawfully be waived or excluded.
Nothing in this section excludes liability for gross negligence, intentional wrongdoing or another liability that may not legally be excluded.
3.8 Grooming incidents and veterinary assistance
3.8.1 If an accidental grooming incident occurs, our team may provide reasonable immediate first aid appropriate to the circumstances.
3.8.2 Where reasonably necessary, we will attempt to contact you and may recommend veterinary assessment.
3.8.3 Responsibility for veterinary expenses arising from an incident will depend on the circumstances, cause of the incident and applicable law.
Nothing in these Terms requires a client to carry a cost for which Pampered Paws is legally responsible.
4. Bookings, payments and cancellations
4.1 Bookings are subject to availability. A booking is confirmed when you receive confirmation through an accepted communication channel or our booking system records the booking as confirmed.
4.2 Payment is due as communicated at booking or collection. We accept payment methods displayed or otherwise communicated by us.
4.3 Nightcare cancellations: Please provide at least 48 hours' notice unless another cancellation condition was reasonably disclosed at booking.
A reasonable cancellation charge may apply to late cancellations or no-shows, taking into account the nature and value of the reservation, notice provided, our reasonable ability to fill the cancelled space and applicable consumer law.
4.4 Grooming and daycare cancellations: Please provide at least 24 hours' notice to cancel or reschedule.
A reasonable cancellation fee or forfeiture of an applicable deposit or booking credit may apply where permitted by law and reasonably disclosed at the time of booking.
4.5 Packages: Prepaid packages are subject to the conditions stated when purchased. Packages are non-transferable between clients or pets unless Pampered Paws agrees otherwise in writing.
Any expiry period will be disclosed at purchase.
4.6 We may cancel or reschedule a service because of an emergency, significant operational disruption, unsafe weather, infrastructure failure, staff shortage, animal-welfare concern or another circumstance that makes performance unsafe or impracticable.
Where appropriate, we will offer rescheduling, a credit or refund in accordance with the circumstances and applicable law.
4.7 Late arrivals
4.7.1 Clients are expected to arrive at the agreed appointment or drop-off time.
4.7.2 Late arrival reduces the time reserved for the pet and may affect subsequent appointments and other clients.
Where a client arrives materially late, Pampered Paws may reasonably:
- adjust the anticipated completion time;
- modify the service;
- reschedule all or part of the appointment;
- request collection and return at another agreed time where necessary; or
- decline to begin or complete a service where insufficient time remains to perform it safely and to an appropriate professional standard.
4.7.3 Same-day completion cannot be guaranteed where a client arrives materially late or where the pet's condition, coat or behaviour requires substantially more work than could reasonably have been anticipated at the time of booking.
5. Pet health, vaccinations and veterinary care
5.1 Daycare and nightcare: Dogs must comply with the vaccination and health-documentation requirements reasonably communicated by Pampered Paws.
These currently include a valid Vet Card showing current 5-in-1 (DHPPi) and Kennel Cough vaccination where applicable.
We may refuse admission where required documentation is missing, expired or reasonably suspected to be invalid.
5.2 Grooming: Grooming appointments do not ordinarily require a Vet Card unless we reasonably suspect an infectious illness, parasites or another material safety or welfare concern.
We may require veterinary clearance where reasonably appropriate.
5.3 You must disclose before the service begins, where known:
- contagious illness;
- fleas, ticks or other parasites;
- open wounds or skin conditions;
- allergies;
- relevant medication;
- seizures or medical conditions;
- aggression or bite history;
- fear or handling sensitivities;
- recent surgery or veterinary treatment;
- known matting or coat problems; and
- other special needs reasonably relevant to the service.
5.4 If a pet becomes ill or injured while in our care, we will where reasonably practicable attempt to contact you or your nominated emergency contact.
If we cannot reach you and veterinary treatment is reasonably necessary to prevent significant suffering or serious harm, you authorise us to seek appropriate veterinary assistance.
Veterinary costs arising from the pet's pre-existing condition, illness or circumstances not caused by a breach of Pampered Paws' obligations remain the client's responsibility.
Responsibility for costs arising from any alleged act or omission by Pampered Paws will be determined according to the circumstances and applicable law.
5.5 Pampered Paws is not responsible for the existence or natural progression of pre-existing, hereditary or undisclosed conditions, or for reactions or outcomes that occur despite reasonable professional care and are not caused by a breach of our legal obligations.
Nothing in this clause excludes liability that cannot lawfully be excluded.
6. Behaviour, safety and owner responsibilities
6.1 You represent that you are the legal owner of the pet or have proper authority to place the pet in our care and provide instructions concerning the pet.
6.2 We group dogs only where we reasonably consider temperament, behaviour, size and circumstances appropriate.
We may separate dogs, use humane safety or handling equipment, modify activities or decline group participation where reasonably necessary for safety.
6.3 You may be responsible for loss or damage directly caused by your pet, including damage to property or injury to another person or animal, subject to applicable law and excluding loss attributable to Pampered Paws' own unlawful conduct or negligence.
6.4 Personal belongings, including collars, leads, clothing, beds and toys, are brought onto our premises at the client's risk.
Pampered Paws will nevertheless exercise reasonable care with property entrusted to us.
6.5 Pickup and drop-off: Shuttle services are subject to availability, service areas and applicable charges.
Clients must provide accurate access instructions and ensure that our employees can safely access and leave the relevant property.
6.6 Client conduct and staff safety
6.6.1 Pampered Paws is committed to maintaining a safe and respectful environment for employees, clients, contractors and animals.
Threatening, intimidating, abusive, discriminatory, harassing or aggressive conduct towards our employees, contractors, clients or other persons at our premises will not be tolerated.
6.6.2 Where management or an employee reasonably considers conduct to present a safety risk or materially disrupt operations, our team may:
- disengage from the interaction;
- move to a safe or restricted area;
- request management or security assistance;
- require the person to leave the premises;
- refuse or discontinue service where legally permitted;
- decline future bookings; or
- take other reasonable safety or legal steps appropriate to the circumstances.
6.6.3 Disagreements concerning services, staff or invoices should be directed to management through our complaints process rather than pursued against individual employees.
6.7 Dogs requiring separation or specialised handling
6.7.1 You must disclose before drop-off if your pet:
- is reactive towards other animals;
- has a history of aggression;
- cannot safely be kept near other dogs;
- has a bite history;
- is highly fearful or difficult to handle; or
- requires specialised separation or handling.
6.7.2 These circumstances may restrict where the pet can safely be accommodated, affect scheduling, require additional handling or result in the service being modified or declined where safe accommodation is not reasonably available.
6.8 Recording, restricted areas and interference with staff
6.8.1 Clients must not enter staff-only grooming, holding, kennel, office or other restricted areas without permission.
6.8.2 Clients must not photograph, video, follow, obstruct, intimidate or otherwise record employees, contractors, other clients or restricted operational areas in a manner that:
- interferes with employees performing their duties;
- compromises staff or animal safety;
- unreasonably disrupts business operations;
- constitutes harassment or intimidation; or
- unlawfully infringes another person's rights or privacy.
6.8.3 Management may reasonably require disruptive conduct to stop and may require a person to leave restricted or private areas where necessary for safety or operational purposes.
7. Liability, risk and indemnity
7.1 Pampered Paws will exercise reasonable professional care when providing its services.
We cannot guarantee that every inherent risk associated with grooming, handling, walking, boarding, daycare or interaction with live animals can be completely eliminated.
7.2 To the fullest extent permitted by law, Pampered Paws will not be liable for indirect or consequential financial losses that are too remote from the service supplied or could not reasonably have been contemplated, except where such liability cannot legally be excluded.
7.3 Nothing in these Terms:
- excludes liability for fraud or intentional wrongdoing;
- excludes liability for gross negligence where prohibited by law;
- excludes a consumer right or remedy that may not legally be excluded; or
- removes our obligation to provide services to the standard required by applicable law.
7.4 To the extent permitted by law, you indemnify Pampered Paws against third-party claims directly arising from:
- materially inaccurate information supplied by you;
- your deliberate breach of these Terms;
- your pet's actions where the relevant loss was not caused by Pampered Paws;
- your failure to disclose a known material behavioural, health or safety risk; or
- your unlawful conduct.
This indemnity does not apply to the extent that loss is caused by Pampered Paws' own negligence, gross negligence, intentional misconduct or another breach for which liability may not lawfully be excluded.
8. Photography, CCTV, video and marketing
8.1 Operational and security recordings: CCTV and other recordings may be used at Pampered Paws premises where reasonably necessary for:
- security;
- staff and client safety;
- animal welfare;
- incident investigation;
- quality assurance;
- fraud prevention; and
- protection of legitimate business interests.
Recordings will be processed, retained and disclosed in accordance with applicable privacy law and our Privacy Policy .
8.2 Pet service records: We may photograph or video a pet where reasonably necessary for coat-condition assessments, before-and-after records, service history, animal welfare, incident documentation, safety or quality assurance.
8.3 Marketing: Pampered Paws may request permission to use photographs or videos of pets for our website, social media, advertising or promotional materials.
Where consent is legally required, marketing use will be subject to that consent.
Clients may withdraw marketing consent for future use by notifying us in writing, subject to material already lawfully produced, distributed or published.
8.4 Where photographs or recordings contain identifiable people or other personal information, that information will be processed in accordance with POPIA and our Privacy Policy.
9. Website use and intellectual property
9.1 Website content, branding, logos, course materials, text, graphics, images, software and other intellectual property are owned by or licensed to Tanglez Petz SA (Pty) Ltd unless otherwise stated.
You may not reproduce, scrape, republish, distribute or commercially exploit protected content without permission except where permitted by law.
9.2 You may not use our website, booking systems or communication channels to:
- transmit malware or malicious code;
- attempt unauthorised access;
- impersonate another person;
- harass or threaten staff or other persons;
- submit deliberately fraudulent information;
- interfere with security controls; or
- engage in unlawful activity.
9.3 We may temporarily restrict access to digital systems for maintenance, security, abuse prevention or other reasonable operational purposes.
10. Artificial intelligence and automated tools
10.1 Pampered Paws may use artificial intelligence ("AI"), machine learning, chatbots, automated scheduling, content-generation tools and related technology in its website, booking processes, communication channels, internal operations and Academy platform.
10.2 AI is assistive, not authoritative. Automated responses, grooming estimates, breed information, training suggestions and scheduling recommendations are provided for convenience and may require human review.
They are not veterinary, medical or legal advice.
10.3 Human oversight: Material decisions concerning complaints, significant pricing disputes, safety exclusions and other decisions having legal or similarly significant effects will involve human review where required by law.
10.4 Information submitted through our digital channels may be processed by third-party technology or AI providers under appropriate contractual, security and privacy arrangements.
Further information is available in our Privacy Policy .
10.5 We do not intentionally use clients' personal information or identifiable pet images to train publicly available AI models unless a lawful basis, including consent where legally required, exists.
10.6 Clients may not use automated systems to impersonate another person, generate fraudulent communications or reviews, spam our systems, circumvent booking rules or interfere with safety or security measures.
11. Pampered Paws Academy
11.1 Academy enrolment, access, assessments, certificates, waiting lists and related services may be subject to additional Academy-specific terms published at pamperedpaws.co.za/academy .
Where applicable, those terms form part of the agreement relating to the Academy service.
11.2 Academy certificates are internal qualifications unless expressly stated to be externally accredited.
Completion of an Academy programme does not guarantee employment with Pampered Paws.
12. Consumer Protection Act
12.1 Nothing in these Terms is intended to exclude, waive or restrict any right or remedy available to a qualifying consumer under the Consumer Protection Act 68 of 2008 where such exclusion, waiver or restriction is prohibited.
12.2 These Terms, service notices and pricing information should be interpreted consistently with applicable South African consumer-protection law.
12.3 Complaints: Clients should first direct complaints to:
hello@pamperedpaws.co.za
or
pamperedpaws.co.za/contact
If a dispute cannot be resolved, clients retain any complaint, regulatory or consumer-protection rights available to them under applicable South African law.
13. Complaints, disputes and governing law
13.1 These Terms are governed by the laws of the Republic of South Africa.
13.2 A dispute is subject to the jurisdiction of a competent court or other legally competent forum in the Republic of South Africa, subject to any forum, jurisdiction or consumer remedy available under applicable law.
13.3 Before instituting ordinary civil proceedings, the parties should where reasonably practicable first attempt in good faith to resolve the matter in writing.
Nothing in this clause prevents either party from:
- seeking urgent legal relief;
- reporting conduct to a competent authority;
- exercising a statutory consumer right;
- approaching a competent consumer body or regulator; or
- taking another step permitted by law.
13.4 Where a complaint concerns an individual employee, Pampered Paws may investigate the matter internally.
Personnel, disciplinary and confidential employment information will not ordinarily be disclosed to a customer except where disclosure is required by law.
14. General provisions
14.1 Amendments: Pampered Paws may update these Terms from time to time by publishing the current version on our website and, where reasonably appropriate, drawing material changes to clients' attention.
14.2 Severability: If any provision is held to be invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law.
14.3 Entire agreement: These Terms should be read together with:
- our Privacy Policy;
- our Cookie Policy;
- the applicable booking confirmation;
- applicable service descriptions and pricing information;
- service-specific notices accepted by the client; and
- Academy-specific terms where applicable.
Where a booking confirmation contains a specific written term that differs from a general provision of these Terms, the specific booking term will apply to that booking to the extent permitted by law.
14.4 No waiver: A failure or delay by either party to exercise a right does not by itself amount to a waiver of that right.
14.5 Records: Pampered Paws may retain booking confirmations, service notes, instructions, approvals, complaints, incident records, CCTV and other relevant business records for legitimate operational, safety, legal, evidential, accounting or regulatory purposes in accordance with applicable law and our Privacy Policy.
14.6 Contact:
Tanglez Petz SA (Pty) Ltd t/a Pampered Paws
20 Imam Haron Road
Claremont
Cape Town
7708
South Africa
Legal:
legal@pamperedpaws.co.za
General:
hello@pamperedpaws.co.za
Phone:
+27 21 012 5810