Taiwan currently has approximately 2.79 million companion animals (dogs and cats), creating a substantial market for pet grooming services. This growth has also led to disputes related to refunds and late pick-ups. In response, the Executive Yuan's Consumer Protection Office announced that the Executive Yuan has approved standardized contracts for dog and cat grooming services.
The contract clearly stipulates that after the grooming service is completed, consumers must pick up their pets within the agreed time. If the delay is less than 30 minutes, no overtime fee will be charged. If the delay exceeds 30 minutes, and if an overtime fee has been agreed upon, the business operator may start charging accordingly. If the consumer fails to pick up the pet within three days, the business operator must notify the animal protection authority to handle the situation according to the Animal Protection Act.
With the increasing number of pet owners who consider their dogs and cats as family members, businesses have expanded various grooming services including nail trimming, hair clipping, bathing, SPA skincare, and haircuts. To prevent consumer disputes and promote fairness, the Ministry of Agriculture, authorized by Article 17, Paragraph 1 of the Consumer Protection Act, drafted the "Standardized Contract for Dog and Cat Grooming Services". This draft was approved by the Executive Yuan Consumer Protection Committee and ratified by the Executive Yuan, and was officially announced by the Ministry of Agriculture.
The Ministry will conduct promotion and inspections to ensure business operators comply with these regulations. The contract requires operators to fully explain the grooming service details before signing, including service items, duration, frequency, whether specific groomers are designated, fees and payment methods. Service records must be made and confirmed by consumers, who should also receive a copy. Operators cannot charge for items not clearly listed.
Before grooming, operators must inquire about the pet's personality, aggressiveness, and health conditions, and assess the pet's current status to determine suitability for the service. During grooming, a safe environment and proper care must be provided. If abnormalities are found in the pet's grooming area or health, operators must promptly handle the situation and inform the consumer. If medical treatment is needed, the pet should be taken to a veterinarian designated by the consumer.
Consumers may cancel the contract at any time before grooming begins, and may terminate it anytime after grooming starts, except for single-session services. Refunds must be made within three days, with deductions allowed only for agreed handling fees (not exceeding 5% of the total contract fee or NT$1,000) and fees for services already rendered.
If contract termination or cancellation is attributable to the business operator, such as changes in service location or designated groomers without consent, consumers may terminate the contract and receive refunds within three days, along with compensation if damages occur.
Late pick-up is the most common source of disputes. The contract states no overtime fee if the delay is under 30 minutes; beyond that, if agreed upon, fees may be charged. If pets are not picked up by the end of business hours, operators must notify the consumer or emergency contact. If contact is unsuccessful or pets remain uncollected, operators must continue caring for the pet and may charge a penalty fee (overtime fee plus 5%, capped at three times the service fee per day). If pets remain uncollected for over three days, animal protection authorities must be notified.
According to Article 56-1 of the Consumer Protection Act, if business operators violate the announced contract terms, they may face fines ranging from NT$30,000 to NT$300,000 for first offenses if they fail to correct violations within the deadline. Repeat offenses may incur fines from NT$50,000 to NT$500,000 and repeated penalties.
