Vaccinations: At our grooming haven, safety is just as stylish as a fresh trim. To ensure everyone’s safety, we require all pet(s) to be equipped with up-to-date vaccinations that are renewed regularly according to the type of vaccine necessary and its renewal schedule. You must provide vaccination records prior to services being performed and subsequent updated records should you continue to use Service Provider services after expiration of certain pet vaccinations. Clients may send vaccination records via text message, email, or as a physical copy provided in-person. We require 3 rounds of puppy vaccinations for dogs under 1 year old. We require up to date rabies vaccinations for dogs over 1 year old.

Pre-Existing Conditions: We acknowledge that some pets may have pre-existing medical or physical conditions prior to their grooming appointment. By proceeding with grooming services, Client agrees that we are not responsible for any aggravation or worsening of these conditions during or after the grooming process. While Service Provider staff will take all appropriate care, any complications or health issues related to any pet’s pre-existing condition shall be the responsibility of the owner, and you agree to hold us harmless/not liable for any resulting accidents, injuries, death, or other health concerns.

Late Arrivals: If you arrive more than 15 minutes late without notice, you shall incur a $20 late fee. Acceptance of late arrivals is at Service Provider’s sole discretion. If we cannot accommodate your late arrival, the cancellation policy shall apply.

Late Pick-Ups: We send out “ready for pick-up” texts messages and/or phone calls 15-20 minutes before your pet is ready. Unless previously agreed upon by both Parties for a late pickup, we require all pets to be picked up within 1 hour of the “ready for pick-up” notification. A $20 late fee will be charged for pick-ups outside of the 2-hour window. A $50 charge will be added if your dog is not picked up by closing time of Service Provider’s facility.

No Shows and Cancellations: No shows and last-minute cancellations (i.e., a cancellation less than 24 hours in advance) are subject to a half the cost of the service. We understand that emergencies happen, and we will work with you as best we can, but any accommodation shall be at the sole discretion of the Service Provider. After the second occurrence of a no show or last-minute cancellation, we will require a 50% non-refundable deposit that must be paid before scheduling a future appointment.

Parasites:  Should we identify any mobile parasites on the pet, such as fleas or ticks during the grooming appointment, we shall address the situation with our expert treatment care (flea treatment, tick removal, etc.), and you shall be charged an additional, non-negotiable $15 charge. For tick removal, Service Provider staff will remove the tick and place it in a bag to give to the Client. It is up to Client’s discretion to take the tick for disease assessment. If we suspect that Client’s pet has internal/external parasites (parasites found in feces, around the anus, hair missing in the shape of a circle) we will immediately stop the grooming process, you will be contacted, and you must pick up your pet immediately. Pick up of a pet under these circumstances shall be subject to the policies of Section 6 of this Agreement.

Skin Conditions:  If it is determined that Client’s pet has a serious skin infection without prior disclosure with a required vet’s note and our consent to proceed with the appointment, we will immediately stop the grooming process, you will be contacted, and you must pick up your pet immediately. Pick up of a pet under these circumstances shall be subject to the policies of Section 6 of this Agreement. If your pet has sensitive skin, you are allowed to bring in a recommended shampoo/conditioner at no extra cost. If there is an instance where Client’s vet recommends pet(s) to get bathed/groomed and has a skin infection, a note from the vet is required before the appointment is performed.

Mat removal: If your pet’s coat is severely matted, Service Provider staff will need to shave down the affected areas, as clippers cannot safely and effectively cut through dense mats. There is a non-negotiable mat removal fee starting at $15 that may increase to $30 depending on severity of the matting. While we take every precaution to minimize discomfort, the process of removing mats can cause some skin irritation, redness, bruising, hematoma, and discomfort. Service provider is not responsible for any condition following the removal of mats.  It is also common for pets to experience increased scratching in the days/weeks following the grooming session. We will proceed with the shave-down only when it is in the best interest of your pet’s well-being.

Seniors: While we strive to accommodate the grooming needs of all pets, there may be instances where extreme age prevents Service Provider from performing certain grooming procedures. In such cases, we will attempt to use low-stress handling techniques and adjust the grooming process as needed to minimize stress and discomfort for senior pets.  

Puppies (3 months-1 year): We recognize the importance of introducing puppies to grooming in a positive and nurturing environment. Service Provider staff will take the time to introduce puppies to grooming tools/procedures gradually, using positive reinforcement techniques to build trust and confidence. However, due to the unpredictable nature of puppies, there may be instances where a grooming session cannot be completed in its entirety. If a puppy becomes overly stressed, anxious, or uncooperative during the grooming process, Service Provider staff may need to stop the session to prevent further distress to the puppy. If a grooming session cannot be completed due to the puppy’s age or temperament, we will work with you to reschedule the appointment at a more suitable time. We may recommend additional socialization or training to help prepare the puppy for future grooming sessions.

Aggressive or Dangerous pets: Should we encounter any signs of aggression or discomfort during grooming, we have measures in place to keep everyone safe. We maintain strict separation between pets throughout their grooming sessions and may utilize gentle tools like soft cones, muzzles, or belly bands if needed. However, if a pet’s behavior poses a risk to themselves or Service Provider staff, we may need to stop the session and seek alternative solutions, including medication, for future visits. This can incur a fee that will be added to the final grooming price for current and all future grooms. Client understanding and cooperation in prioritizing safety are greatly appreciated.

Double Coated Haircuts: Double coated dogs, such as Huskies, Golden Retrievers, Rough Collies, and Australian Shepherds, have a natural coat structure that serves crucial functions in insulation, protection, and regulation of body temperature. The undercoat especially plays a significant role in maintaining their comfort in various weather conditions. Shaving compromises the dog’s ability to regulate body temperature and may lead to discomfort, skin irritation, itching, and scratching post-grooming. Their fur also has the tendency to grow back patchy, rough to the touch, or not grow back at all. Therefore, we do not perform a shave down of these types of pets unless absolutely necessary for medical or mobility reasons.  

Touch ups: We strive to provide the best grooming experience. If you notice any areas that require a touch-up after a pet’s grooming, you must inform the Service Provider within three (3) days to receive a complimentary touch-up service. Should Client fail to inform Service Provider within three (3) days, it shall be at Service Provider’s sole discretion to either offer a complimentary touch-up service, a touch-up service at a discounted rate, or require a full standard appointment at standard costs.  

Accidents: While we take every precaution to ensure the safety of all pets, accidents may happen due to the nature of working with animals. Grooming equipment has sharp edges, and unforeseen incidents such as cuts, nicks, or scratches may occur, especially if a pet is restless or fidgety. Additionally, if a pet sustains any injuries during the grooming process that we did not see, we ask that you report the issue to us within three (3) days of the appointment, along with a clear photo of the injury.  This allows us to address any concerns promptly and ensure the well-being of your pet. In the unlikely event of an accident requiring veterinary attention, we shall take the pet to Universal City Pet Hospital. They are located at 2510 Pat Booker Rd, Universal City, TX 78148. Your pet’s safety and comfort always remain our top priority. Payment for vet services is up to the shop’s discretion.