Grooming Policies

     APPOINTMENTS

Your dog's grooming appointment is reserved exclusively for them. Because our appointment availability is limited, late cancellations and missed appointments prevent us from accommodating other clients who may be waiting for an opening.

We understand that plans can change, and we'll always do our best to accommodate schedule adjustments whenever possible.

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CREDIT CARDS & DEPOSITS

A valid credit card is required to reserve all grooming appointments.

If you prefer not to keep a credit card on file, a 50% deposit of the estimated grooming service is required at the time of booking.

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CANCELLATIONS & RESCHEDULING

• 48 hours or more before your appointment: No cancellation fee.

• Less than 48 hours before your appointment: A 25% cancellation fee will apply.

• Same-day cancellations or no-shows: A 50% cancellation fee will apply.

Any deposit paid will be applied toward the applicable cancellation fee and is non-refundable if the appointment falls within the cancellation window.

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LATE ARRIVALS

Please arrive on time for your scheduled appointment.

Clients arriving 15–30 minutes late will incur a $15 late arrival fee. Depending on our schedule, excessively late arrivals may need to be rescheduled and will be subject to the applicable cancellation fee.

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PICK-UP POLICY

We will contact you by phone or text as soon as your dog's groom is complete.

To provide a calm environment and ensure space for incoming appointments, dogs should be picked up within one hour of notification.

Dogs remaining longer than one hour after notification will be checked into our daycare program, and a $45 daycare fee will be applied.

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MATTING

Mats that have been left unattended for a long period of time may tighten and tangle to the point they are no longer brushable. It is also occasionally the case that a pet may only have mild matting, but it’s so widespread over its body that it would not be possible to brush it all out in a safe manner. The safest and most humane way to remove matting of this nature is to shave underneath the matted hair. As such, a matted coat may require that your pet be shaved short. There is always a risk of nicks, cuts or abrasions when removing a heavily matted coat, particularly if the pet is wiggly or if there are skin growths or lumps hidden within the mats. Heavy matting can also trap moisture and urine near the pet's skin allowing yeast, fungus or bacteria to grow, thus revealing skin irritations that existed prior to the grooming process.

Possible after effects of mat removal can include: itchiness, skin redness, self-inflicted irritations or abrasions, and failure of the hair to grow. In some cases, pets may also exhibit brief behavioral changes like hiding, shaking, poor appetite, etc.

Regular, thorough brushing daily, as well as regular grooming appointments every 4-8 weeks are the best way to prevent your pet's coat from becoming matted. If your pet needs to be shaved to remove matting, you will be asked for your consent, with that consent you acknowledge that you agree to this procedure, and any risk. There may be an additional charge for this process added on top of the base price of your groom.

We will not shave your pet without your consent first and discussing options moving forward.

AGGRESSIVE PETS

It is the owners responsibility to inform our groomers of ANY aggressive behaviors your pet has or may have. Muzzles/cones may be used if necessary, to protect both the pet and the groomer. The groomer reserves the right to refuse/stop services for such pet(s) at any time before or during the grooming process. In the event that your pet is too stressed or becomes dangerous to groom and the appointment is cancelled partway, you will be charged a grooming fee for services rendered up until that point. There will be no charge if service is refused before any grooming services have begun.

HEALTH AND MEDICAL PROBLEMS

Grooming appointments can sometimes be stressful, especially for a senior or ill pet. Occasionally, hidden medical problems are exposed, or current ones aggravated, during or after the groom. Because senior pets and pets with health problems have a greater chance of injury, these pets will be groomed for cleanliness and comfort, and in styles that will not add to their stress.

Our top priority is always the safety of the animals in our care. If our staff have reason to believe your pet is experiencing a medical emergency, we will seek medical treatment from the nearest veterinarian. All veterinarian costs and expenses will be the responsibility of the pet's owner.

ACCIDENTS

Your pet’s safety and comfort is our priority, and, although accidents are very rare, there are always risks present. We exercise extreme caution and care in all situations, but sometimes cuts, nicks, scratches, or hitting nail quicks can occur; often this happens when a pet is wiggling or moving around. In the event an injury does occur, you will be notified immediately. If we feel that it's serious, and the owner is not on-site, we will seek immediate veterinary care for your animal.

FLEAS AND TICKS

If fleas or ticks are found on your pet during the grooming process, you will be informed and they will require a flea bath, which is an additional charge. The charge covers additional bathing time, picking of remaining fleas/ticks found after bath, and sterilizing equipment. Please note that a flea bath alone will only kill the fleas that are directly present in your pet's coat. To prevent further outbreaks your pet and any other pets in the household will require a preventative, as well as a thorough cleaning of their living spaces. If ticks are found during grooming, we will alert you to its presence so that you can take the appropriate follow-up measures with a veterinarian.

PUPPY'S FIRST GROOM

The first grooming experience for a puppy sets the stage for the rest of their life. As such, an early and patient introduction to grooming is recommended. Your puppy's first grooming experience may be booked as a Full Groom, but may just be a Bath or Tidy Up. We will introduce them to the bath, blow dryer, brushes, nail clipper, trimming scissors and clippers.

A full haircut on your puppy's first experience is not usual since it may be too much new stimuli in a short time frame. Typically by the second or third appointment pups are ready for a Full Groom.