terms & conditions
Last updated: 4 September 2026
In the event of any discrepancy between language versions, the Portuguese version of these Terms and Conditions shall prevail.
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Wag Collective and its associated domains are owned and operated by SEVEN PAWS, UNIPESSOAL, LDA, with registered office at Calçada de Santo Amaro, 42, RC, 1300-515 Lisbon, Portugal, corporate tax number 519070321.
These Terms and Conditions govern access to and use of the website www.wagcollective.com, the booking and provision of grooming services at Wag Collective, the Wag Collective online store, and any other contracts or transactions carried out through it.
By making a booking, purchasing a product in store or online, or using our communication channels, the client acknowledges and fully accepts this document, without prejudice to mandatory consumer rights provided for under Portuguese law.
These Terms and Conditions are complemented by, and shall be read in conjunction with, the Privacy Policy, available on the website.
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1. ACTIVITIES OF WAG COLLECTIVE
Dog grooming and trimming services. Retail of non-food products for companion animals. Café operations.
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2. USE OF THE WEBSITE
This website may only be used for lawful purposes and in a lawful manner. By using it, the user agrees to comply with all applicable laws and regulations regarding the website and its use; use the website only to make legitimate inquiries or orders; complete all electronic forms accurately and truthfully; and not place any false or fraudulent orders. Should Wag Collective reasonably suspect that such an order has been placed, it may cancel it and report the matter to the relevant authorities.
The user must not upload or transmit any computer viruses or malicious material designed to disrupt the normal operation of a computer; use the website to distribute illegal or offensive content; or attempt unauthorised access to the website or any connected server or database. Violation of this provision constitutes a criminal offence under applicable law.
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3. PAYMENTS AND FEES
3.1 Payments
To use certain services or make purchases, users must make payments in euros. Before completing any transaction, users will have the opportunity to review and accept the total amount due.
3.2 Payment methods
We accept card payments, MB Way, Apple Pay and Google Pay. We are a cashless salon. Payments are processed through Stripe, Apple Pay and Google Pay. By agreeing to use our services, the client also agrees to the terms of each payment provider: Stripe (www.stripe.com), Apple Pay (www.apple.com), Google Pay (pay.google.com).
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4. GROOMING SERVICES
4.1 Bookings
Bookings may be made via wagcollective.com, by phone, or in person. Booking confirmation will be sent to the email address provided. Reminder emails and SMS messages will be sent 48 and 24 hours before the appointment. Failure to receive these due to incorrect contact information cannot be attributed to Wag Collective.
We kindly ask clients to arrive 5 minutes early for check-in. Delays of more than 15 minutes may result in cancellation of the appointment so as not to affect subsequent bookings. In such cases the appointment will be considered a no-show.
4.2 Cancellation policy
Bookings may be cancelled or rescheduled free of charge up to 12 hours before the scheduled time, using the link in the confirmation email or by contacting filipa@wagcollective.com or +351 931 916 031.
4.2.1 Cancellations within less than 12 hours
For cancellations made less than 12 hours before the appointment, Wag Collective will charge 100% of the service value. In cases of repeated last-minute cancellations without rebooking, Wag Collective reserves the right to require prepayment for future appointments before they are confirmed. Clients who fail to honour a prepayment request within the agreed timeframe will not be permitted to make further bookings until payment is received.
4.2.2 No-shows
A no-show occurs when the client neither cancels nor appears for the scheduled appointment. In such cases the full amount of the service will be charged. Clients who no-show will lose access to online booking and will be required to prepay for all future appointments before they are confirmed. Clients who fail to honour outstanding charges will not be permitted to make further bookings, online or otherwise, until the balance is settled.
4.2.3 Cancellations by Wag Collective
If Wag Collective must cancel an appointment for operational, safety or animal welfare reasons, the client will be informed as quickly as possible and a new date proposed. No charges will apply.
4.3 Service execution
4.3.1 Animal health conditions
The client declares that the animal is in suitable health for grooming, with vaccinations and deworming up to date, and agrees to inform Wag Collective of any relevant condition including allergies, sensitive skin, anxiety, aggression or medication.
4.3.2 Refusal or interruption of service
Wag Collective reserves the right to refuse or interrupt service whenever the safety of the animal or the team so requires. The client will be informed at check-in or by phone. In such cases no fees will be charged.
4.3.3 Mat removal policy
Wag Collective follows a minimally invasive mat-removal policy and will not perform severe or painful dematting procedures solely to preserve coat length. Instead, clients will be offered the option of a short trim of the affected area or, when matting is widespread, of the entire coat.
If coat condition prevents the requested style or technique, the client will be informed during check-in or, if discovered later, as soon as possible by phone or message with illustrative photos.
If the client accepts a short trim, any price difference from the booked service will be charged. If the coat condition causes the service to exceed the standard duration, an additional €20 per extra hour may be charged. If the client does not accept the proposed alternatives, the service will not be carried out or charged, and the animal must be collected at the agreed time.
4.3.4 Breed-specific acceptance criteria
Due to the specialized handling techniques required, Wag Collective does not accept new Chow Chow clients over 6 months of age. Chow Chow puppies may be onboarded up to this age and will continue to be groomed as returning clients as they grow, provided no significant behavioral concerns arise. This reflects the training and experience of our current team and may be updated as our team's capabilities evolve. We recommend contacting us directly before booking if you are unsure whether your dog qualifies under this policy.
4.4 Pick-up and drop-off service
This service may be added during or after booking. When pick-up or drop-off is scheduled several hours before or after the grooming service, the time the dog spends at the salon between these services is included at no extra cost.
4.4.1 Cancellation of pick-up or drop-off
The pick-up or drop-off service may be cancelled at any time before collection or delivery, free of charge, provided the grooming appointment remains booked. If both transport and grooming are cancelled, the regular cancellation rules apply.
4.4.2 Client absence
Wag Collective will wait a maximum of 15 minutes at the agreed location and time at no cost. After this window, the client's absence is treated as a no-show and the full service fee will be charged. For drop-offs, the dog will be returned to the salon for collection. Should the client wish a second delivery attempt, a new service fee will apply.
4.5 Extended stay before or after appointment
If the client needs the dog to remain at the salon before or after the service, Wag Collective will accommodate this within opening hours. If the client arrives after the store closes, a charge of €50 per full hour from 7pm applies. We count full hours only.
4.6 Photography and social media
Wag Collective may photograph or film dogs during or after grooming sessions for use on our website, Instagram account (@wag_collective) and other marketing materials. This may include before and after photos, behind-the-scenes content and general salon imagery.
We will never publish photos that identify the dog's owner or any person without their express consent.
If you do not wish your dog to be photographed or for any photos to be published, please let us know at the time of booking or at check-in. You may also withdraw consent for any previously published photos at any time by contacting us at @wag_collective or filipa@wagcollective.com and we will remove them promptly.
By booking a service at Wag Collective and not objecting to photography at check-in, the client accepts that photos of their dog may be used for the purposes described above.
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5. PRODUCT PURCHASES
Products sold by Wag Collective are available at our physical store, Rua Acácio de Paiva 7B, Alvalade, and online at wagcollective.com.
5.1 Product availability
Stock indications and delivery times are for reference only. If stock shortages or processing delays occur, Wag Collective will contact the client, who may accept a new delivery date or cancel and receive a refund.
5.2 Prices and promotions
Prices are in euros and include VAT. Promotions and discount codes cannot be combined unless expressly stated.
5.3 Errors and omissions
Despite careful controls, occasional typographical errors or inaccuracies may occur. Wag Collective reserves the right to correct such errors or cancel orders if data are inaccurate. If a price error is discovered before shipment, the client will be notified and may proceed at the correct price, receive a refund of any difference, or cancel the order entirely for a full refund.
5.4 Transfer of risk and ownership
Product risk passes to the client upon delivery. Ownership transfers only once full payment including shipping has been received. Upon delivery the client must check that packaging is intact and products match the order.
5.5 Order processing and shipping
Orders placed by 16:00 on business days are processed the next working day. Orders placed on weekends or public holidays are processed the next working day.
5.6 Returns
In accordance with Decree-Law 24/2014, for online purchases the client has 30 calendar days to return items. The 30-day period begins on the day the client takes physical possession of the product, or on the day of receipt of the last item if several were ordered separately. All online purchases may be returned in-store free of charge or by mail to Wag Collective, Rua Acácio de Paiva 7B, 1700-005 Lisbon (shipping cost borne by client). Returned items must be in perfect condition with the invoice and tags attached.
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6. THIRD-PARTY LINKS
The website may contain links to external sites not controlled by Wag Collective. Wag Collective assumes no responsibility for such sites and cannot be held liable for their content or any damage arising from their use.
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7. FORCE MAJEURE
Wag Collective shall not be liable for any failure or delay in performing obligations caused by events beyond its reasonable control that could not have been foreseen or avoided, including public disturbances, war, fire, flood, earthquake, epidemic or other natural disasters, government orders or inability to use transport or communication systems. Obligations will be suspended during the period of force majeure and deadlines extended accordingly.
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8. DATA PROCESSING
User information and data are processed in accordance with the Privacy Policy available at wagcollective.com/privacy. By using the website, the user consents to such processing.
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9. INTELLECTUAL PROPERTY
The website, its structure, design, content, functionalities, and all trademarks and logos are owned by or duly licensed to Wag Collective and are protected by intellectual and industrial property laws. Users may view content and print copies for personal non-commercial use only. No content may be reproduced, published, transmitted, modified, sold or distributed without prior written consent from Wag Collective.
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10. GOVERNING LAW
These Terms and Conditions and all purchases and transactions through the website are governed by Portuguese law. In the event of any discrepancy between language versions, the Portuguese version prevails.
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11. CONSUMER DISPUTE RESOLUTION
In the event of a dispute, the client may resort to Alternative Dispute Resolution mechanisms — mediation, conciliation or arbitration — as provided in Law No. 144/2015 of 8 September. A list of approved ADR entities is available at www.consumidor.gov.pt.
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For questions about these terms, contact filipa@wagcollective.com