Our Policies

Please read the below policies carefully to get the full benefits of our mobile pet grooming services.

Hours of Operation & After-Hours Appointments

Our standard hours of operation are 7:30 AM to 5:00 PM, Monday through Sunday.

We offer flexibility to our schedules to accommodate you to the best of our ability based on your schedule and circumstances, while still respecting the time and workload of our grooming team.

This fee will be discussed and agreed upon prior to booking, and will vary depending on the length of time and day requested. We appreciate your understanding and respect for our team’s time outside of regular working hours.

Scheduling Policy

To help us manage our calendar efficiently and continue providing high-quality care to all pets, all clients are now required to be on a consistent, recurring grooming schedule of no more than every eight (8) weeks.

This new policy has been implemented to:

Maintain healthy coat conditions for your pet.
Allocate the appropriate amount of time for each grooming session.
Accommodate the high demand for our services.
Minimize disruptions and rescheduling challenges for our team and other clients.

Frequent cancellations, long gaps between appointments, or inconsistent booking creates scheduling conflicts and interfere with our ability to operate smoothly. We kindly ask all clients to respect this policy to ensure fairness and continued service availability.

Missed, Rescheduled, or Cancelled Appointment Policy

We strive for our clients to confirm their appointments at least 24 hours in advance. However, it is the pet owner’s responsibility to remember and honor scheduled appointments.

We require a minimum of 24 hours’ notice for all cancellations or rescheduling. This allows us to offer the time slot to another client waiting. Failure to provide sufficient notice may result in being charged the full grooming fee.

In cases of emergency, a $50 emergency cancellation fee may be applied to the next grooming bill. We understand unexpected situations arise and ask that you contact us as soon as possible in these instances.

Repeated cancellations without proper notice may lead to termination of service. As a by-appointment business, missed appointments significantly impact our ability to serve others. If a client cancels or reschedules two or more consecutive appointments without at least 24 hours’ notice:

A $50 cancellation fee will be charged for each of the first two late cancellations.
On the third consecutive late cancellation, the full cost of the missed appointment will be charged.

Please be courteous and communicate early about any changes. These policies ensure a respectful, safe, and efficient grooming experience for all pets and their owners.

Late Payment Link

As with any professional business, we value mutual respect and clear communication. Payment for services is due upon completion.

If you prefer to pay via the secure payment link we provide, please note that we allow a grace period of up to one hour after the service is completed or after the link is sent. This is because our business incurs fees when a payment link expires without being paid in a timely manner. To help avoid unnecessary costs and disruptions, any payments not received within this one-hour window will result in a late payment fee, which will be added to your next scheduled service.

Idling Fees Policy (Arrival and Completion)

To ensure timely service and fairness to all clients, idling fees will apply in situations where time is lost due to delays at the start of an appointment. These fees help compensate for lost time that affects the quality of care and impacts other scheduled clients.

Idling Fees Structure:

$5 if we are kept waiting more than 5 minutes past your scheduled appointment and timeline of completion.
$10 if the wait exceeds 10 minutes, with an additional $5 charged for every 5 minutes thereafter.

Idling fees may be applied in the following situations:

If you are not present at the time of arrival or completion and we are left waiting.
If we are required to retrieve your pet ourselves—whether from inside the home, yard, or another location—and this process takes away from your reserved appointment time.
If there are any other delays that prevent the appointment from starting on time due to owner-related circumstances.

After we have attempted to contact you through multiple methods (calls, texts, or messages), and no response is received, we will proceed as outlined in the policy.

If we are kept waiting for 15 to 20 minutes, the appointment will be canceled and the card on file will be charged for the full service and the applicable idling fees up to that point.

If we are required to wait more than 15 minutes upon arrival and are still able to take in your dog, a $20 late take-in fee may be added to your bill. If we are unable to take in your pet due to extended delay, the appointment will be marked as missed, and applicable fees may apply.

Please ensure your pet is ready and accessible at the scheduled appointment time to avoid additional charges or appointment cancellation. Your cooperation helps us stay on schedule and provide quality service to all clients.

This policy also applies after the grooming service is completed. If we are unable to reach you and cannot return your pet in a timely manner—causing us to be late for our next appointment—an idling fee will be charged. Extended delays not only affect our schedule but also impact other clients.

Aggressive Pets Policy

The safety of your pet and our grooming staff is our priority.

Mandatory Disclosure

You are required to inform us if:

Your pet has ever bitten a person or another animal.
Your pet has ever been refused service by another groomer due to behavior.
Your pet shows aggression during any part of the grooming process.

Under California Civil Code Section 3342, pet owners are legally obligated to disclose any history of biting. Failing to do so may result in you being held liable if your pet injures someone during their grooming session.

Aggression Occurs During Grooming

If your pet becomes aggressive during grooming and cannot be safely handled, you will be contacted immediately and we will discontinue the service. The full cost of the grooming service will still apply, regardless of completion.

Sensitive or Reactive Pets

If your pet has specific sensitivities or anxiety about any part of the grooming process—such as nail trimming, drying, or de-matting—please let us know before your appointment. Advanced knowledge helps us adjust our approach to reduce stress and avoid accidents. Pets that resist grooming are more likely to experience minor injuries (e.g., quicked nails, small nicks) or receive an imperfect haircut due to necessary restraint or limited grooming time.

While we take every precaution to prevent injury, pets who struggle or act aggressively increase the risk of harm to themselves and others. We are not responsible for injuries or unsatisfactory results caused by your pet’s behavior during grooming.

We appreciate your honesty and cooperation in helping us create a calm, safe, and positive grooming experience for everyone involved.

Pet Restrictions & Safety Requirements

For the safety of your pet and our staff, certain pets may require specific restrictions or preparation prior to their appointment based on past behavior or medical needs. These requirements may include, but are not limited to:

Administering prescribed medication before the appointment
Providing a bathroom break prior to our arrival
Withholding food for a specified period before the service

If these instructions have been provided to you and are not followed, resulting in your pet not being ready at the scheduled appointment time, we reserve the right to refuse service to ensure safety and proper care standards and you to reschedule.

We are unable to wait on-site for these procedures to be completed at the time of arrival, as this impacts our schedule and delays service for other clients throughout the day. It is your responsibility to ensure your pet is fully prepared prior to our arrival.

In the event that service is refused due to non-compliance with the stated requirements, a cancellation fee of $50 of the scheduled service cost will be charged, along with a traveling fee to compensate for time and travel.

Pet Safety & Handling Requirements

All pets must be safely leashed or secured in a properly fitting harness at the time of pickup and drop-off. This helps ensure their safety when transitioning to or from the grooming van.
If a pet slips out of a collar or harness that is unsafe, unsecure, or improperly fitted, we are not responsible for any injuries or incidents that may occur.
It is the client’s responsibility to ensure that leashes, collars, and harnesses are safe, secure, and functional before handing off the pet.

Client Presence & Pets Safety Policy

For the safety of all parties, clients are not permitted inside our mobile grooming vans at any time. Our grooming units are equipped with professional tools and equipment, and the environment inside the van can pose safety risks to untrained individuals. Additionally, our insurance policy does not allow non-staff members inside the grooming vehicle.

To help us provide a smooth and uninterrupted service, please ensure that we are parked in the correct location before your pet’s appointment begins. The designated spot should be safe, accessible, and approved for the duration of the grooming session. This helps avoid the need to move the van mid-service due to planned activities or other obligations on your property, which can be disruptive and delay or interrupt the grooming process.

In accordance with our insurance requirements, we are not allowed to meet clients at random or public locations such as parking lots, commercial businesses, or unauthorized areas. All grooming services must take place at the client’s residential home, or at the home of a direct family member or trusted friend who has authorized us to be there. Meeting at operating businesses or random parking areas voids our insurance coverage and is strictly prohibited. We appreciate your cooperation in helping us remain fully compliant and insured.

This protects us against Theft or Unauthorized Access. Open doors or windows can create an opportunity for theft of equipment, supplies, or personal items, and increase the risk of unauthorized individuals accessing the van. To protect Staff and pets preventing unauthorized or accidental access from outside the van helps protect both staff and pets from unexpected interactions or hazards

Pet & Staff Safety

We also kindly ask that clients do not walk around, hover near, knock, or bang on the van during grooming appointments, as this can create serious distractions and unsafe conditions. Unexpected or Sudden noises or movements may startle the pet and us, especially when we are using sharp tools like scissors or clippers, which could result in accidental injury.

If you need to reach us during your pet’s appointment, please use the available contact options such as text or phone. We are happy to communicate with you in a safe and non-disruptive manner.

For the safety of the pets in our care, it is our strict policy that all doors and windows of our mobile grooming vans remain closed while a grooming session is in progress. This prevents escape or injury any open doors or windows can present a significant risk of dogs escaping, jumping, or falling out of the van. Even well-trained pets can act unpredictably when stressed or excited. This also helps us with ensuring a controlled Environment and keeping the van closed while maintaining a calm, secure, and temperature-controlled environment, reducing anxiety for the animals

For these reasons, staff members are not permitted to open any external doors or windows once grooming has begun, unless there is an emergency or the grooming session is fully completed and the pet is safely secured.

If at any time we determine that client behavior around the van is compromising safety or interfering with our ability to perform the service, we reserve the right to stop the grooming session immediately. In such cases, the pet will be returned, and the full grooming fee will still apply.

Thank you for helping us ensure a calm, safe, and professional grooming experience for your pet.

Coat Renovation & Additional Cleaning Fee

A Coat Renovation Fee will apply to pets who have not received professional grooming in three months or more. This fee replaces our standard convenience fee and reflects the additional care, time, and expertise required to safely restore the coat to a healthy and manageable condition.

Overdue grooming can result in matting, excessive shedding, skin irritation, and other coat-related challenges. These issues often require extended grooming sessions, specialized tools, and additional handling to ensure the pet’s comfort and well-being.

In addition, an Additional Cleaning Fee may apply if a pet arrives with significant dirt, debris, odor, or other hygiene concerns due to infrequent grooming. This extra cleaning ensures that all equipment, grooming areas, and tools remain sanitary for all pets in our care. It may involve multiple washes, special deodorizing or deep-cleaning treatments, and extended drying time.

These fees serve several important purposes:

Fair Compensation – Accounts for the increased labor involved in grooming pets with neglected coats or extra cleaning needs.
Groomer Safety – Severely matted coats, excessive dirt, or hidden skin conditions require extra caution and skill to handle safely.
Sanitation Standards – Maintains a clean and hygienic environment for all pets by addressing dirt, odor, and buildup before the grooming process.
Schedule Protection – Longer, more complex appointments can disrupt daily scheduling. These fees help manage those impacts.
Client Accountability – Encourages regular grooming and hygiene care, which benefits the pet’s health and comfort.

We always prioritize your pet’s comfort, safety, and hygiene. If you’re unsure whether these fees may apply to your pet’s next visit, please contact us—we’re happy to help you maintain a healthy grooming routine.

Double-Coated & Short-Coated Breed Grooming Policy

Another important policy we require our clients to know and understand is our stance on shaving and full-body haircuts for specific coat types.

We do not offer or perform full-body haircuts (shaving or full clips) on any double-coated breeds. This includes, but is not limited to, Huskies, Golden Retrievers, German Shepherds, Border Collies, and similar breeds. These dogs have a natural double coat designed to regulate temperature, protect from the sun, and repel dirt and moisture. Shaving or cutting their coat too short can lead to permanent coat damage, sunburn, irregular regrowth, and overheating.

Additionally, we do not shave down short-coated breeds such as Labrador Retrievers, Pugs, French Bulldogs, English Bulldogs, and similar breeds. These dogs do not benefit from shaving, and doing so can expose their skin to sunburn, irritation, and temperature regulation issues, as they lack the coat type that needs or benefits from such grooming.

We maintain this policy to prioritize the long-term health, safety, and comfort of your pet, and to avoid any irreversible coat damage or health complications. Our grooming services for these breeds focus on proper bathing, de-shedding, skin and coat care, and light trimming where appropriate (e.g., sanitary, feet, or tail).

Allergies, Sensitivities, & Grooming History

Your pet’s safety and comfort are our top priorities. It is very important that you inform us of any known allergies, skin sensitivities, or pre-existing medical conditions so we can take appropriate precautions during the grooming process. This helps us avoid aggravating any health issues—and in many cases, we can even help alleviate discomfort through careful handling and suitable product choices.

Additionally, please let us know about any prior grooming experiences—positive or negative—that you or your dog may have had. We want to understand what has or hasn’t worked for your pet in the past so we can avoid repeating unpleasant situations and tailor our service to meet your expectations and your dog’s individual needs.

We thank you for your understanding and for trusting us to make the best decisions for your pet’s well-being.

Geriatric Dogs – Geriatric Handling Fee

We deeply value our senior canine companions and are committed to providing them with the highest level of comfort, safety, and care. Elderly pets are a special part of our clientele and deserve the patience, compassion, and gentleness their age and condition require.

Grooming can be more physically and mentally demanding for older pets, especially those with arthritis or other age-related conditions. We use extra care and a slower pace for these appointments, which often require frequent breaks, additional support, or modifications to standard grooming procedures.

Please inform us if your pet needs this specialized type of appointment so we can schedule the extra time and attention needed. In some cases, for your pet’s safety and well-being, we may need to simplify the haircut or, if necessary, stop the grooming process altogether. Pets who are unable to stand for long periods or who require significant accommodations may incur an additional Geriatric Handling Fee. This fee helps cover the extra time, staff involvement, and resources required to ensure their comfort and safety.

We also kindly ask that you notify us of any medical or physical conditions that could affect your pet during bathing, drying, or clipping. Any grooming performed on a frail or elderly pet is done at your own risk. We cannot be held liable for any stress—mental or physical—that may occur as a result of the grooming process.

We appreciate your understanding as we strive to make every grooming experience a safe, positive, and respectful one—especially for our beloved senior pets

Special Handling Fee

At our facility, we are dedicated to delivering compassionate, high-quality grooming services tailored to each pet’s individual needs. While most pets can be groomed within standard timeframes and procedures, some may require additional time, care, or staff involvement to ensure a safe, comfortable, and positive experience.

In these situations, a Special Handling Fee may be applied. This fee may apply in the following circumstances:

Behavioral Challenges: Pets who exhibit fear, aggression, excessive anxiety, or uncooperative behavior may require more time, additional staff support, or modified handling techniques to complete their grooming safely and respectfully.
‍Medical or Physical Conditions: Pets with arthritis, mobility issues, seizures, skin conditions, recent surgeries, or other medical concerns often require gentle handling, slower pacing, and sometimes breaks throughout the appointment to minimize stress and discomfort.
‍Sensory or Neurological Sensitivities: Some pets—especially those with special needs or certain neurological conditions—may react strongly to grooming tools, sounds, or handling, requiring a customized, low-stimulation approach.
‍Increased Safety Requirements: If a pet poses a safety risk to itself, staff, or other pets due to unpredictable behavior, extra precautions, equipment, or team members may be necessary to ensure a safe environment.
‍Training Support: For puppies, rescue pets, or animals new to grooming, additional time and effort may be needed to gradually introduce them to the grooming process in a stress-free and supportive way.

Veterinary Shampoo Policy

Another important policy we have in place is regarding the use of veterinary-prescribed shampoos. Due to the specific nature and intended medical use of these products, we do not apply veterinary-prescribed shampoos during grooming services.

This policy is based on our professional education and understanding of the potential risks involved. When not used exactly as directed by a veterinarian, these shampoos can cause adverse reactions or fail to treat the intended condition properly. Improper use also creates a liability concern for our business.

However, we do accept owner-provided shampoos and conditioners, as long as they are not prescription-based veterinary products. If you have a preferred over-the-counter shampoo or conditioner you’d like us to use, we’re happy to accommodate that during your pet’s grooming session.

Our top priority is the health, safety, and comfort of your pet, and we appreciate your understanding in following this policy.

Skunk Pet Policy

We do not offer services for or accept any skunked animals under any circumstances. The odor left behind is extremely strong and persistent, often left lingering in our mobile grooming van for several months—even after multiple professional cleanings.

Due to the tight and enclosed nature of our mobile workspace, the smell permeates hard-to-reach areas that are difficult or impossible to fully sanitize. This not only impacts our equipment and future appointments but also significantly raises our operating and cleaning costs. For the health, comfort, and quality of service for all our clients, we strictly enforce this policy.

Right to Refuse Service Policy

Our priority is the safety and well-being of our staff, clients, and the animals in our care. We reserve the right to refuse service at any time if we determine that continuing would be unsafe, unethical, or disruptive to our business operations. Service may be refused or discontinued for any of the following reasons:

Unsafe or Uncomfortable Behavior: If a client behaves in a way that makes our staff feel unsafe, threatened, harassed, or significantly uncomfortable.
Violation of Policies: If a client refuses to follow our established policies, guidelines, or safety procedures.
Dangerous or Unmanageable Animals: If an animal is too aggressive, fearful, or unmanageable to safely perform the service, or if it places our staff in harm’s way.
Unsafe Location or Neighborhood: If we determine that the service location is in an unsafe neighborhood or poses any kind of safety risk to our staff, we reserve the right to refuse or discontinue service.
- This includes situations where our service van cannot be safely parked near the residence due to traffic conditions, illegal or obstructed parking, or increased risk of collision or damage.
- In order to proceed with service, we must be able to legally and safely park within 10 to 15 feet of the scheduled service location. If safe parking is not available, the appointment may be canceled or rescheduled at our discretion.
Lack of Required Vaccinations: If the client cannot provide valid proof of up-to-date vaccinations as required for the service.
Parasites or Contagious Conditions: If the animal shows signs of fleas, ticks, skin infections, or contagious illnesses that could affect others.
Uninformed Sedation or Medication: If the animal has been sedated or medicated without prior disclosure, which could impact safety or behavior.
Health Conditions That Make Service Unsafe: If the animal is found to be in poor health, severe pain, or has a condition that makes performing the service unethical or dangerous.
Abuse or Neglect of Animals: If there is evidence or suspicion of abuse, neglect, or mistreatment of the animal by the client.
Disruptive or Abusive Client Behavior: If a client engages in inappropriate, discriminatory, or abusive conduct toward staff or others.
Repeated No-Shows or Chronic Tardiness: If a client has a history of not showing up or arriving excessively late, which disrupts our schedule.
Failure to Disclose Important Information: If a client does not inform us of relevant animal history such as bites, aggressive behavior, or medical concerns.
Refusal to Accept Professional Guidance: If a client demands services or handling methods that are unsafe, unethical, or contrary to professional standards.