Our Policies

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 accommodate your schedule and circumstances to the best of our ability, while still respecting the time and workload of our grooming team. Any after-hours 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 required to be on a consistent, recurring grooming schedule of no more than every eight (8) weeks.

This policy helps us:

• 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 interferes 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 Appointments

We ask that clients 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. 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 your next grooming bill. We understand unexpected situations arise and ask that you contact us as soon as possible.

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 Policy

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. Our business incurs fees when a payment link expires unpaid, so any payments not received within this one-hour window will result in a late payment fee added to your next scheduled service.

Idling Fees (Arrival and Completion)

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

Fee Structure:

• $5 if we are kept waiting more than 5 minutes past your scheduled appointment time
• $10 if the wait exceeds 10 minutes, with an additional $5 charged for every 5 minutes thereafter

Idling fees may apply when:

• You are not present at the time of arrival or completion and we are left waiting
• We are required to retrieve your pet from inside the home, yard, or another location, and this takes away from your reserved appointment time
• Any other owner-related delays prevent the appointment from starting on time

After we have attempted to contact you through multiple methods (calls, texts, or messages) without a response, we will proceed as outlined below.

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

If we are kept waiting more than 15 minutes but 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 will apply.

Please ensure your pet is ready and accessible at the scheduled appointment time to avoid additional charges or cancellation. This policy also applies after the grooming service is completed: if we cannot reach you to return your pet in a timely manner — causing us to be late for our next appointment — an idling fee will be charged.

Extended Conversation Idling

We truly value the relationships we build with our clients and understand that many enjoy chatting and connecting before, during, or after appointments. However, when conversations extend an appointment by 10–15 minutes or longer, it disrupts our schedule, impacts other clients, and creates additional labor costs.

To keep our appointments running on time and ensure fairness to all clients, extended time beyond the scheduled appointment may be subject to an idling fee. We kindly ask that all non-service-related conversations be kept within a reasonable timeframe so we can stay on schedule and continue providing high-quality service to everyone.

Aggressive Pets Policy

The safety of your pet and our grooming staff is our top 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. Failure to do so may result in you being held liable if your pet injures someone during their grooming session.

Aggression During Grooming — If your pet becomes aggressive during grooming and cannot be safely handled, you will be contacted immediately and the service will be discontinued. 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. Advance notice 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.

Pet Restrictions & Safety Requirements

For the safety of your pet and our staff, certain pets may require specific 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 and are not followed, resulting in your pet not being ready at the scheduled appointment time, we reserve the right to refuse service and require 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. It is your responsibility to ensure your pet is fully prepared prior to our arrival.

If service is refused due to non-compliance, a $50 cancellation fee 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 ensures their safety when transitioning to or from the grooming van.
• If a pet slips out of a collar or harness that is unsafe, unsecured, or improperly fitted, we are not responsible for any resulting injuries or incidents.
• 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 & Pet Safety

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 smooth, uninterrupted service, please ensure 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 avoids the need to move the van mid-service due to planned activities or other obligations on your property, which can disrupt or delay the grooming process.

For the safety of the pets in our care, all doors and windows of our mobile grooming vans remain closed while a grooming session is in progress. Open doors or windows 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. Keeping the van closed also helps maintain a calm, secure, temperature-controlled environment, reducing anxiety for the animals.

This policy also protects against theft or unauthorized access. Open doors or windows can create opportunities for theft of equipment, supplies, or personal items, and increase the risk of unauthorized individuals accessing the van or interacting with staff and pets.

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.

Client Conduct During Appointments

Clients are asked to refrain from walking around, hovering near, knocking on, or otherwise interacting with the grooming van during active appointments. Sudden movements, loud noises, or interruptions may create unsafe conditions and can startle animals during grooming, particularly when sharp tools or equipment are in use.

If client behavior creates a safety concern or interferes with the grooming process, the groomer may pause or terminate the service at their discretion. In such cases, the pet will be returned and the full grooming fee will still apply.

Company Vehicle Parking

Company vehicles must be parked in a safe, legal, and accessible manner at all times. Employees are strictly prohibited from:

• Blocking driveways, vehicles, red zones, fire lanes, or construction areas
• Parking in any location that may create a hazard or interfere with emergency access

For insurance and operational purposes, Company vehicles should be parked within approximately 10 to 20 feet of the client’s residence whenever feasible. To maintain professional boundaries and avoid conflicts, Company vehicles may not conduct business within close proximity (approximately 50 to 100 feet) of other pet-related businesses, including grooming salons, veterinary hospitals, boarding facilities, or animal shelters.

Approved Service Locations

To ensure safety, insurance compliance, and operational efficiency, all grooming services must take place at an approved residential location — the client’s home or the residence of a trusted family member or friend who has provided prior authorization for service.

The Company does not provide services at unauthorized or public locations, including parking lots, commercial business properties, or other non-residential areas. Requests to perform services at such locations are strictly prohibited because they may void insurance coverage and compromise safety.

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, 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.

An Additional Cleaning Fee may also apply if a pet arrives with significant dirt, debris, odor, or other hygiene concerns due to infrequent grooming. This extra cleaning ensures 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
• Client Accountability — Encourages regular grooming and hygiene care, which benefits the pet’s health and comfort

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

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.

We also 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 — 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 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.

Please also 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.

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 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, we may need to simplify the haircut or 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, which helps cover the extra time, staff involvement, and resources required.

Please 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.

Special Handling Fee

While most pets can be groomed within standard timeframes and procedures, some require additional time, care, or staff involvement to ensure a safe, comfortable 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.
• 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 breaks throughout the appointment.
• 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.
• Training Support — Puppies, rescue pets, or animals new to grooming may need additional time and effort to gradually introduce them to the grooming process in a stress-free way.

Veterinary Shampoo Policy

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.

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.

Skunked Pets 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 lingering in our mobile grooming van for several months — even after multiple professional cleanings.

Due to the tight, enclosed nature of our mobile workspace, the smell permeates hard-to-reach areas that are difficult or impossible to fully sanitize. This impacts our equipment and future appointments and significantly raises our operating and cleaning costs. For the health, comfort, and quality of service for all our clients, we strictly enforce this policy.

Wi-Fi Access Policy

To ensure reliable communication, efficient service, and preparedness in the event of an emergency, a strong and stable connection is sometimes necessary during appointments.

If we experience poor cellular service at your location, we may request access to your Wi-Fi network for the duration of the appointment. This helps us maintain proper communication, access scheduling systems, and ensure smooth operation of our services. We appreciate your understanding and cooperation.

Employee Privacy and Client Communication

To protect the privacy and well-being of our team, employees are not permitted to share their personal contact information — including personal phone numbers or personal email addresses — with clients.

All client communication must be conducted through official Company channels, such as the business phone number, the designated work email address, or the Company’s scheduling service. This policy ensures professional boundaries, protects employee privacy, and prevents contact outside of working hours.

Clients may contact the groomer through these official channels during the appointment if needed. The Company is happy to communicate in a professional, safe, and non-disruptive manner that does not interfere with animal safety or service quality.

Right to Refuse Service

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 — A client behaves in a way that makes our staff feel unsafe, threatened, harassed, or significantly uncomfortable.
• Violation of Policies — A client refuses to follow our established policies, guidelines, or safety procedures.
• Dangerous or Unmanageable Animals — An animal is too aggressive, fearful, or unmanageable to safely service, or places our staff in harm’s way.
• Unsafe Location or Neighborhood — The service location poses a safety risk to our staff. This includes situations where our service van cannot be safely parked near the residence due to traffic conditions, illegal or obstructed parking, or risk of collision or damage. 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 cancelled or rescheduled at our discretion.
• Lack of Required Vaccinations — The client cannot provide valid proof of up-to-date vaccinations as required for the service.
• Parasites or Contagious Conditions — The animal shows signs of fleas, ticks, skin infections, or contagious illnesses that could affect others.
• Uninformed Sedation or Medication — The animal has been sedated or medicated without prior disclosure.
• Health Conditions That Make Service Unsafe — The animal is in poor health, severe pain, or has a condition that makes performing the service unethical or dangerous.
• Abuse or Neglect of Animals — There is evidence or suspicion of abuse, neglect, or mistreatment of the animal.
• Disruptive or Abusive Client Behavior — A client engages in inappropriate, discriminatory, or abusive conduct toward staff or others.
• Repeated No-Shows or Chronic Tardiness — A client has a history of not showing up or arriving excessively late.
• Failure to Disclose Important Information — A client does not inform us of relevant animal history such as bites, aggressive behavior, or medical concerns.

Refusal to Accept Professional Guidance — A client demands services or handling methods that are unsafe, unethical, or contrary to professional standards.