22/06/2025
🧹 Housekeeping Update
📌 A Note on Client Guidelines
After several team discussions and a review of recent trends, we've noticed a pattern of behaviours that are both frustrating and disruptive — and unfortunately, not new. We've also spoken with other local groomers who are facing the same issues.
Having served this area for nearly 10 years, we've seen these cycles before — particularly when opening our books to new clients. It often becomes a process of re-educating those accustomed to more relaxed or inconsistent standards elsewhere and who are now seeking better quality care.
At PLUSH PAWS, we operate with clear boundaries, structured scheduling (often booked a year in advance), and a consistently high standard of care. While our approach may seem strict at first, it benefits your pet’s grooming routine, supports your family's schedule, and ensures reliable, professional service.
🐾 We're proud of the systems we’ve built — they allow us to deliver premium grooming, training, and competition preparation while still having time to enjoy our own families, homes, and well-earned holidays.
We sincerely appreciate those who respect our boundaries and value our time. 💙
📢 Looking Ahead
Due to ongoing issues, we’ll be addressing certain matters more directly moving forward. Failure to follow instructions or respond to SMS alerts may result in declined appointments or refusal of future bookings.
📅 Appointment Policy Reminder
Please confirm (Y) or cancel (N) your appointment when you receive the SMS reminder 2 days prior, to avoid cancellation fees. (See your signed client agreement for full policy details).
🔐 Updated Deposit Policy
Effective 23rd June 2025, a 50% deposit (previously 30%) will be required via Square or Direct Deposit (sent via SMS at time of initial enquiry) to secure and activate appointments for all new clients. If you really want it, it's really not going to be an issue. We've unfortunately lost too many appointments (ALL new clients or fairly new and still on a trial period) recently, with no reason to continue without this policy in place.
We also notify our network (and they also notify us) when these situations occur to help prevent other businesses from dealing with unpaid appointments, groomer hoppers, double-bookers and time wasters. This ensures accountability and supports the wider grooming community.
⛔️ Please don’t double-book or cancel last-minute without a valid reason. It can be moved to another day or we can miss one but if your new, why? Why do you need to double book businesses? Really we (all groomers) would love to know. It's such a waste of time, yours and ours.
We’re a small, family-run business — and like you, we have bills, wages, and responsibilities to manage. Respecting our time allows us to keep offering the high-quality service you and your pets deserve.
Thank you for your understanding and continued support. 🐾
