terms & conditions

Lisbon, 4 November 2025

In the event of any discrepancy between language versions, the Portuguese version of these Terms and Conditions shall prevail.

Wag Collective (“Company”) 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 (“Website”), 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 (“Client”, “User”) 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.

1. Activities of Wag Collective

  • Dog grooming and trimming services;

  • Retail of non-food products for companion animals;

  • Café operations.

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, statutes, and regulations regarding the Website and its use;

  • Fully comply with all general and specific conditions relating to the Website, its use, and any transactions or contracts concluded through it;

  • Use the Website only to make legitimate inquiries or orders;

  • Complete all electronic forms accurately, completely, and truthfully — including registration, order forms, and any other available on the Website — and consent to the use of the information provided so that Wag Collective may contact the Client if necessary (please refer to our Privacy Policy);

  • Keep and not disclose to third parties their user code and access password; 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.

3. The User must not:

Upload or transmit any computer viruses, Trojans, worms, logic bombs, or any other material designed to interfere with or disrupt the normal operation of a computer;

  • Use the Website or any of its forms or platforms to distribute illegal, unlawful, or offensive content that violates general principles of law, ethics, or public order;

  • Attempt unauthorized access to the Website, the server where it is hosted, or any connected server, computer, or database.

Violation of this provision constitutes a criminal offence under applicable law. Any such breaches will be reported to the competent authorities, and Wag Collective will cooperate by disclosing the User’s identity. In such cases, the User’s right to access the Website will be terminated immediately.

4. Payments and Fees

4.1. Payments

To use certain services or make purchases through the Website, Users must make payments in the applicable currency. Before completing any transaction, Users will have the opportunity to review and accept the total amount due. Use of Wag Collective’s services requires a valid payment method.

4.2. Payment Systems

All payments made by Clients to Wag Collective are processed through the online payment systems Stripe, Apple Pay, and Google Pay. Payments made through these platforms are subject to automatic checks, including fraud prevention.
By agreeing to use Wag Collective’s services, the Client also agrees to the terms and conditions of each payment provider:

5. Grooming Services

5.1. Bookings

Bookings may be made via our website wagcollective.com, by phone, or in person. A card will always be requested as a guarantee, but no deposit will be charged.

Booking confirmation will be sent to the email address provided by the Client. Reminder emails and SMS messages will be sent 48 h and 24 h before the scheduled appointment. Failure to receive these reminders due to incorrect contact information cannot be attributed to Wag Collective.

We kindly ask Clients to arrive 5 minutes early for check-in and a brief assessment of their dog. 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 under our cancellation policy (see below).

5.2. 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, through the Client area on the Website, or by contacting filipa@wagcollective.com or +351 931 916 031.

5.2.1. 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 to the card provided as booking guarantee.

5.2.2. 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 to the card provided at the time of booking.

5.2.3. Cancellations by Wag Collective

If Wag Collective must cancel an appointment for operational, safety, or animal-welfare reasons, the Company will inform the Client as quickly as possible and propose a new date. In such cases, even if less than 24 hours in advance, no charges will apply.

5.3. Service Execution

5.3.1. 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 (allergies, sensitive skin, anxiety, aggression, medication, etc.).

5.3.2. 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/text. In such cases, no fees will be charged.

5.3.3. 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 Company will inform the Client during check-in or, if discovered later, as soon as possible — via phone or written message, accompanied by illustrative photos.

  • If the Client accepts a short trim, any price difference from the booked service will be charged.

  • If the coat’s condition causes the service to exceed the standard duration, the Company may charge an additional €20 per extra hour.

  • 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.

  • If the Client does not respond, the service will likewise not be performed or charged, and the animal must be collected as scheduled.

5.4. Additional Services

5.4.1. Pick-up and Drop-off Service

This service may be added during or after booking and is subject to the conditions published at www.wagcollective.com/add-ons.

When pick-up or drop-off is scheduled several hours before or after the grooming service, the rules on Extended Stay (see below) do not apply. The exact time and location for pick-up or delivery will be arranged with the Client.

5.4.1.1. Cancellation of Pick-up/Drop-off

The pick-up/drop-off service may be cancelled at any time before collection/delivery, free of charge, provided the grooming appointment remains booked. If both the transport and grooming are cancelled, the regular cancellation rules apply.

5.4.1.2. Client Absence

Wag Collective will wait a maximum of 10 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 store for collection. Should the Client wish a second delivery attempt, a new service fee will apply.

5.4.2. Extended Stay Before or After Appointment

If the Client needs the dog to remain at the premises before or after the service, the extension may be booked in advance or later, under the conditions at www.wagcollective.com/add-ons.

Without prior booking, any stay exceeding 30 minutes after the expected end time will be billed hourly according to the current price list. The Client will be notified by message when the charge begins.

5.5. Subscriptions

5.5.1. Frequency

Subscriptions are billed monthly and allow scheduling of the included sessions within each billing cycle. Unused sessions do not roll over; they expire at the end of the month.

Subscription sessions follow the same cancellation rules as single bookings (section 5.2), except that a late cancellation results in loss of the session but no extra charge.

5.5.2. Payment

By subscribing, the Client authorizes monthly automatic billing for the chosen plan. Failure to pay results in cancellation of the subscription, although remaining sessions may still be used.

5.5.3. Cancellation

A subscription may be cancelled at any time, taking effect in the next billing period. Partial refunds for already-started months are not issued.

5.5.4. Non-transferability of Benefits

Subscription benefits (e.g., discount coupons) are personal and linked to the subscriber’s email. Wag Collective may cancel coupons or suspend a subscription in cases of misuse, unauthorized sharing, fraud, or breach of these Terms, with prior notice to the subscriber.

5.6. Service Packages

5.6.1. Conditions

Pre-paid service packages are subject to the same policies as individual bookings. Unused sessions are non-refundable.

5.6.2. Validity

Each package is valid for 6 months from purchase. After this period, the package expires and remaining sessions cannot be used. Validity and balance can be checked with our team or, when available, in the Client area.

6. Product Purchases

Products sold by Wag Collective are available at our physical store, Rua Acácio de Paiva 7, and online at wagcollective.com.

6.1. Product Availability

Stock indications and delivery times are for reference only. If stock shortages or processing delays prevent timely delivery (within the indicated period plus 5–10 business days), Wag Collective will contact the Client, who may choose to accept a new delivery date or cancel and receive a refund.

Wag Collective reserves the right, though not the obligation, to limit product sales to specific persons, regions, or jurisdictions.

If a product becomes unavailable, Wag Collective will inform the Client, may suggest an alternative, or cancel the order (in whole or in part) and refund the corresponding amount.

6.2. Prices and Promotions

Prices are in euros and include VAT.
Promotions and discount codes cannot be combined unless expressly stated.

6.3. Errors and Omissions

Despite careful controls, occasional typographical errors or inaccuracies may occur (e.g., in product descriptions, prices, promotions, shipping costs, or availability).

Wag Collective reserves the right to correct such errors, update information, or cancel orders if data are inaccurate—without prior notice, even after an order submission.

If a price error is discovered before shipment, Wag Collective is not obliged to supply the product at the incorrect lower price, even if an order confirmation was issued. The Client will be notified and may:

  • Proceed at the correct price, paying any difference;

  • Receive a refund of the difference, if the displayed price was higher; or

  • Cancel the order entirely and obtain a full refund.

If contact cannot be made, the order will be cancelled and refunded in full.

6.4. 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. If packaging is visibly damaged, the Client should follow the instructions provided by Wag Collective.

6.5. 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.

6.6. Returns

In accordance with Decree-Law 24/2014, for online purchases the Client has 30 calendar days to return items. After this period, returns are no longer accepted.

The 30-day period begins:
a) On the day the Client (or a third party other than the carrier) takes physical possession of the product(s); or
b) On the day of receipt of the last item, if several were ordered in one order but delivered separately.

For in-store pick-ups, the period starts when the Client is notified that the order is ready for collection.

All online purchases may be returned either in-store or by mail. Returned items must be in perfect condition, with the invoice and tags attached.

Return options:

  • In-store: free of charge at Wag Collective;

  • By mail: email Wag Collective, then ship to Wag Collective – Rua Acácio de Paiva 7, 1700-005 Lisbon (shipping cost borne by Client).

7. Third-Party Links

For payment or informational purposes, the Website may contain links to external sites not controlled by Wag Collective. Wag Collective assumes no responsibility for such sites, does not endorse them, and cannot be held liable for their content, privacy practices, or any damage or loss arising from their use.

8. Force Majeure

Wag Collective shall not be liable or deemed in breach for any failure or delay in performing contractual obligations caused by force majeure — events beyond its reasonable control that could not have been foreseen or avoided.

Examples include (without limitation):

  • Public disturbances, riots, invasions, terrorist acts or threats, war or preparations for war;

  • Sabotage, strikes, embargoes, riots, government orders;

  • Fire, explosion, storm, flood, earthquake, epidemic, or other natural disasters;

  • Inability to use public or private transport or communication systems.

Obligations will be suspended during the period of force majeure, and deadlines extended accordingly.

9. Data Processing

User information and data are processed in accordance with the Privacy Policy. By using the Website, the User consents to such processing.

10. Website and Online Store Use

By using the Website and/or placing orders, the User guarantees being 18 years or older and legally capable of entering binding contracts.

All statements and data transmitted electronically have full legal validity. The User also guarantees that all personal data provided are true, accurate, current, and complete, and that they are not impersonating another person or entity.

The User agrees to:

  • Use the Website only for legitimate inquiries and orders;

  • Refrain from making false or fraudulent orders (such orders may be cancelled and reported);

  • Provide accurate contact details and consent to their use for communication purposes (see Privacy Policy).

11. Intellectual and Industrial Property

The User acknowledges that the Website, its structure, design, content, functionalities, and all trademarks and logos displayed 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, retaining all copyright notices.

No content may be otherwise reproduced, published, transmitted, modified, sold, or distributed without prior written consent from Wag Collective. Use of trademarks or logos on the Website does not grant permission for their use.

Any other use requires prior express consent from Wag Collective and may violate national and international laws.

12. Entire Agreement

These Terms and Conditions constitute the entire agreement between Wag Collective and the User regarding Website use and supersede any prior verbal or written understandings.

13. No Waiver

Failure by Wag Collective to enforce any provision shall not constitute a waiver of that or any other right. No waiver is effective unless expressly stated in writing and communicated to the Client.

14. Validity

If any provision of these Terms and Conditions is found unenforceable or contrary to law, the remaining provisions shall remain valid and in full effect.

15. Governing Law

These Terms and Conditions, as well as all purchases, contracts, and transactions through the Website or online store, are governed by Portuguese law.


In the event of any discrepancy between language versions, the Portuguese version prevails.

16. Consumer Dispute Resolution

In the event of a dispute, the Client may resort to Alternative Dispute Resolution (ADR) mechanisms — mediation, conciliation, or arbitration — as provided in Law No. 144/2015, of 8 September.

A list of approved ADR entities is available here.
More information: Portal do Consumidor – www.consumidor.gov.pt