Policies:
Early Arrival – Our appointments generally take between 3 and 4 hours. If your pet is dropped off early their appointment time will still begin at the time scheduled. Late Arrival – Please be aware that due to the busy nature of our salon, we may not be able to accommodate you if you are over 15 minutes late. We need to have to time to devote to careful, gentle and professional grooming
services for your pet. Arriving late for an appointment can cause problems with our scheduling and rushing through a groom can be harmful to your pet, so we don’t do it. Consistently late clients may not be able to be accommodated. Late Pick-up – Please arrange to have your pet picked up with an hour of being notified s/he is ready. The reason for this is your pet’s health and safety, which is the main focus of our service. Often there is not time to take your pet outside for bathroom breaks, but we will do it when necessary for pet wellness. There will be late fees applied to your grooming fees for every full hour past the first hour until 5 pm, when the salon closes. Please note that if you are past 5 pm, there will be an additional higher fee, and if we are unable to contact you, we may have to surrender your pet to the animal shelter. Please let us know if you are having a problem getting to the shop. Exceptions can be arranged if we are informed BEFORE your scheduled appointment or in extraordinary circumstances. Cancellations – Please cancel appointments 24 hours prior to your appointment. We have a waiting list of clients who want their pets groomed and without proper notice it is difficult to fill that spot. For Monday appointments that you must cancel, please call on Friday prior to closing. All appointments cancelled without proper notice will be considered no shows. No Show – There will be a $25 no show fee applied to all missed appointments, payable at your subsequent appointment. Should you miss 3 appointments, you will be required to provide a non-refundable prepayment for future services before your appointment date. Aggression – If your dog has a history of aggression, with either dogs or strangers, please be aware that we may not be able to groom your dog. We do our best to work with and gain the trust of all our clients, but sometimes our environment is not the best fit. Please inform us of all behavioral issues so that we can keep your pet and ourselves safe. Matted pets – To ensure the safety and health of your pets, hair that is matted may have to be shaved down. It is extremely painful to brush out matting and will often leave the de-matted hair brittle and damaged. Damaged hair is prone to matting and in most cases the hair will become matted again. De-matting fees may apply to your pet, even if the pet is getting shaved. It takes extra time, skills, and patience to remove matting safely and as stress-free as possible. Bruising and redness may occur on the skin after matting is removed due to circulation returning to the skin. We do our best to go slowly to prevent this from happening but in extreme cases there is nothing we can do to stop it. Your groomer will discuss further any questions or concerns. Health Issues – If your pet has a medical condition please inform us at drop off. We do our best to accommodate all medical conditions, but we can only do that if we know about them. Any undisclosed medical conditions that become aggravated by grooming will not be covered by us should issues arise. We cannot accommodate conditions we are not aware of. This includes dogs in heat. Please reschedule your appointment if your dog is in heat or pregnant as this can be a safety issue for your dog and our staff.
