Policies:
Cancellation / Missed Appointments
Cancellations require 24 hours notice, so that I have sufficient time to fill the appointment with someone from the wait list. Not showing up for a booked appointment will result in a fee equal to half of the originally scheduled service and is due at the time of booking your next appointment
Late Arrivals and Pickups
Please notify me if you will be
late for your appointment. Because of this, a grace window of 15 minutes will be allowed, and anything longer than that will have to be rescheduled with a missed appointment fee applicable. I will notify you when your dog is 15-20 minutes from being finished. Please make sure your dog is picked up in a timely fashion. Exceptions may be allowed, but only when arranged ahead of time as I have very limited space to house dogs once my next appointments arrive. Some dogs cannot tolerate other dogs being in the grooming area, so I need to be sure that all previous appointments are picked up before their arrival. Fearful or Aggressive dogs
Please let me know if your dog has any behavioural issues, either just in general or pertaining specifically to grooming. I don’t mind working with these issues and will book your dog extra time to get through their groom as slowly as they need to be comfortable with the process. Aggressive dogs will be handled with extreme caution and be accepted at my own discretion. I may require a meeting with you and the dog ahead of time to assess them. They may be only able to handle partial grooms to begin with while trust is built. If at any time I feel unsafe with them in my care, or feel that they are too stressed out, I will notify you for immediate pickup. If a dog requires a large amount of extra time for any reason, additional fees may apply, but will be discussed with the owner either ahead of the booking or once the dog has been assessed after arrival. Illness and Parasite
If you suspect your dog has a contagious illness or parasite, please let me know so we can reschedule your appointment once they have recovered. If your dog has been coughing/hacking and has been exposed to other dogs in recent days/weeks, bordetella (kennel cough) may be the cause. Please note that having been vaccinated for Bordetella does not mean that they cannot get it. It can also be picked up from ANY place that has had other dogs recently, so please do not rule it out just because your dog has not been to a boarding facility. If your dog has become increasingly itchy, especially if there is also a presence of black dirt-like material in there fur- please check them for fleas before bringing them to the spa. Failure to catch these, or any other highly transmissible illness/parasites will result in your dog having to be picked up immediately and cleaning fee of $50 will be due at pickup. In case of any such exposure in the spa, I will cancel all remaining appointments for the day to disinfect the premises. I will also contact anybody with appointments for the following two weeks to let them know of the possible exposure so you may make the choice to keep appointments or reschedule. Matted Dogs
If your dog is brought in with severe matting it may need to be shaved down. I will not shave your dog without receiving your permission first. Depending on the severity of matting, sometimes it is possible to save the coat using various techniques to lift the matting as far from the skin as possible in order to preserve some length. Please note, I will NOT brush out severe matting, as it is painful to the dog, and typically the coat is so damaged that it will just matt again very quickly. Regardless of if the coat can be saved or needs to be shaved, an additional fee will be added to the grooming cost, with the amount depending on the severity of matting and amount of extra time needed to complete the groom. Please let me know when booking your appointment if your dog is matted so I can reserve the extra time that will be needed to safely and effectively remove the matting. Please note- you will never receive judgement from me about the state of your dog. I am here to help, and don’t want anyone to be too afraid of judgment to seek assistance in getting their dog back to looking and feeling great again. Anal Glands and Ear Plucking
Both of these services are offered for free with any package, but are by request only. If I feel there is evidence that either should be done for the wellbeing of your dog, I will contact you first for confirmation
