Terms and Conditions

Terms and Conditions

• Refunds & exchanges can only be processed within 7 days of purchase.

• All receipts and price tags as well as original packaging have to be kept for the exchange/refund to be processed.

• Please note that when you’re shipping the items back to us, all shipping/courier fees have to be borne by the client.

• All edible items can’t be refunded or exchanged once opened due to hygiene purposes.

Owner’s Representations

The Owner warrants and represents that the pet has received all vaccinations required by law, and that the pet is healthy, is not aggressive, and has no injuries or wounds which need to be brought to the attention of OLO (Our Little Ones). OLO has agreed to perform the services in reliance on the Owner’s Representations.

Veterinary Care

If the pet is ill or has injuries or wounds, the Owner hereby irrevocably and unconditionally grants OLO permission to take the pet to a veterinarian of OLO’s choice if the Owner’s preferred veterinarian (which must have been expressly made known to OLO) is inaccessible or unavailable. All transport, veterinarian fees, and medical expenses are to be borne by and paid promptly by the Owner.

Loyalty Programs

All Loyalty Programs sold are bounded by the terms and conditions set out in the Loyalty Program poster. Refunds or reimbursements for Loyalty Programs shall only be granted in cases of (i) the passing of the pet, or (ii) proven negligence by OLO. In the event of claiming reimbursements from OLO, the Owner consents and agrees to follow OLO’s prescribed claims protocol and to provide all supporting documentation as reasonably required. The Owner further consents and agrees that no refunds will be provided under any other circumstances, including but not limited to failure to secure transport slots, grooming appointments, inability to comply with OLO’s processes, or expired credits. The Owner acknowledges and agrees that OLO operates on a first-come, first-served basis, and in the event that OLO is unable to fulfil the requested appointment or transport slots due to being fully booked on the Owner’s requested dates, the Owner shall not be entitled to any refund of credits.

Medical Risk and Liability

The Owner consents that OLO will not be held responsible or liable for any sickness, injury caused to, or death of the pet whilst under OLO’s care and control, except in cases of OLO’s gross negligence.

The Owner further consents and agrees that OLO will not be held responsible or liable for:

  • Clipper burns, rashes, skin irritation and/or minor nicks resulting from grooming of matted, neglected coats
  • Irritation caused by removal of coats from pets with skin allergies, sensitive skin, or pelted coats
  • Rashes, skin irritation, slicker burns, or other sensitivity reactions if the Owner has consented to proceed with de-matting services
  • Any rashes, allergic reactions, or skin sensitivities that may develop from the use of OLO’s standard shampoos, conditioners, or grooming products
  • Any changes in coat texture, colour, or skin irritation arising from shaving of the coat, including but not limited to OLO’s standardised shaving processes (for example: paw pad shavings at 0.9mm, sanitary area shavings at 1.9mm, and plucking of ear fur for specific breeds as part of OLO’s grooming standards)
  • Any changes, damages to the coat, uneven regrowth, temporary or permanent hair loss, or long-term coat damage if the Owner has requested to shave down or trim short a double-coated breed
  • Stressful effects grooming may have on an elderly pet, including but not limited to stress-induced complications, medical emergencies, or fatalities.

If the Owner chooses to proceed with the above despite this knowledge, they expressly consent to waive any liability on the part of OLO for any related emergencies, adverse outcomes, or fatalities.

Small Animals

The Owner acknowledges that small animals such as rabbits and guinea pigs are easily susceptible to stress (and can actually die from such stress). OLO will use all reasonable endeavours to handle pets with care but will not be liable if the pets die from stress. Furthermore, OLO will also not be responsible for any skin allergies that may result from the use of OLO’s shampoos.

Additional Services and Refusal of Service

OLO reserves the right to charge additional fees for services where the Owner has agreed to proceed with such additional services. The Owner acknowledges that additional services such as de-matting may cause irritation to the skin and consents not to hold OLO liable. OLO also reserves the right to refuse providing services to pets that may pose a threat to OLO’s staff or to other pets in OLO’s care, regardless of whether such threat is due to aggression, health, or parasite problems.

 

Beach, Sand and Excessive Dirt Surcharge

If a pet arrives for grooming with excessive sand, seawater residue, salt, mud, debris, or other heavy soiling arising from a beach visit or similar outdoor activity, OLO reserves the right to impose an additional surcharge.

 

The surcharge will be determined based on the pet’s size, coat type, coat condition, and the additional time, water, grooming products, drying, equipment cleaning, and manpower required to complete the service safely and properly.

 

Where reasonably practicable, the Owner will be informed of the applicable surcharge before the additional work is carried out. OLO may decline or postpone the service if the pet’s condition requires significantly more time than the scheduled appointment allows.

Indemnity

The Owner agrees to indemnify and hold harmless OLO and its staff from and against all losses, damages, claims, actions, proceedings, fines, demands, costs (including legal costs on an indemnity basis), and expenses that OLO and/or its staff may suffer, incur, or be subjected to as a result of or in connection with any breach by the Owner of these Terms, or caused or contributed by the pet.

Limitation of Liability

In the event of any claim against OLO and/or its staff, the Owner agrees that OLO’s total liability will be capped and limited to the actual value of the services performed on the pet on the relevant date. Under no circumstances shall OLO be liable for indirect, incidental, or consequential losses.

Pre-Existing or Chronic Conditions

By agreeing to place their pet under OLO’s care, the Owner acknowledges and agrees that OLO shall not be held liable for any fatality or emergency arising from prior or existing conditions of the pet, including but not limited to senior age, seizures, epilepsy, or underlying sicknesses. The Owner further understands and accepts that pets with chronic conditions may not be suitable for daycare, grooming, or boarding, and if the Owner chooses to proceed with the above despite this knowledge, they consent to waive any liability on the part of OLO for any related emergencies or fatalities.

Grooming Appointments (In-Store)

To ensure fairness to all clients and maintain salon operations efficiency:

  • A 15-minute grace period is provided from the scheduled appointment time.
  • If a client arrives after 15 minutes, OLO reserves the right to:
    • Reschedule the appointment to the next available slot or
    • Convert the session to a modified grooming service (subject to time availability) or
    • Treat the booking as a no-show.

 

Late arrivals may result in:

  • Reduction of grooming scope
  • Full grooming fee being chargeable
  • Forfeiture of deposits (if applicable)

Transport Pick-Up (Islandwide Transport)

To maintain routing efficiency and avoid delays to other pet families:

  • A 10-minute grace period is provided from the confirmed pick-up time.
  • Owners must ensure someone is present and the pet is ready for collection.

 

If the driver is required to wait beyond 10 minutes:

  • The transport may be cancelled and
  • A transport fee may still be chargeable or
  • A re-routing fee may apply if a second trip is required.
  • Repeated delays may result in suspension of transport privileges.