Policy
Please Read Below!
ENTERING AND EXITING THE SPA, DROP OFF, AND PICK UP
All pets must be on a leash or in a carrier when entering and exiting the spa. This is to ensure the safety of your pet and others. For returning clients, we do offer curb side drop off and pickup, but please make sure to ask about this when scheduling your appointment. Pickups AFTER 5pm will result in a $25 after hours’ pickup fee until 5:30, after 5:30 we will add an additional $10 for every additional 15 minutes.
BATHING REQUIREMENTS
All pets are required to be bathed as part of the grooming process. This is not only for the benefit of your pet, but also to not damage the groomer’s equipment. Each pet is bathed with a tearless shampoo, followed up with a rinse conditioner. For pets with allergies, skin issues, or other sensitivities, we do offer a medicated soak or oatmeal bath, for an additional fee. Clients are also welcome to provide any vet prescribed medicated shampoos as needed. All of our shampoos are of the highest quality and safe for both dogs and cats.
EAR CARE AND EAR HAIR REMOVAL
All pets will have their ears cleaned with a mild ear cleaner. If your pet has an ear infection, we will let you know so you may consult your veterinarian. Ear hair will be removed/not removed based on your preference and your vet’s advice. Ear hair removal is typically a standard part of the grooming process, if you choose to not have pet’s ear hair removed, please let us know.
TOE NAIL TRIMMING
All nails will be trimmed during each grooming appointment. We always do our best to trim the nails as short as possible, without hurting your pet. Should your pet show any signs of aggression during the nail trimming process, we will muzzle your pet for the safety of the groomer and the pet during the nail trimming only. We do not like to use muzzles and will try everything possible to avoid muzzling your pet. If your pet is showing signs of stress or aggression, we may not be able to dremel the nails.
APPOINTMENT ARRIVAL TIMES
Each groomer has specific times they take throughout the day for grooming. Please attempt to arrive promptly for your appointment. Late arrival for appointments also throws off a groomers schedule, this is why we book your pet at a specific time. If you are going to be late, please notify us as soon as possible. If you are 15 minutes late, we will give you a call to confirm you are on your way.
A late fee may be applied for pet arriving more than 10 minutes late and will be added for each additional 10 minutes. Late fees are $5 for 10 min late, $10 for 15-20 min late, and $15 for 20-30 min late. After more than 20 minutes though the groomer may cancel the appointment at their discretion. A groomer, at their discretion, may also refuse appointments more than 30 minutes late. If your pet is late, you should also expect that they may take longer to finish than usual, as the groomers cannot allow all their other grooms to be late to accommodate for time requests.
GROOMING PROCESS
There are several things to keep in mind when your pet is being groomed. Pets are washed before the groom. Depending on how well you pet handles the dryers, it is difficult to know how long your pet will take to be dried. We aim to have all pets done within a 3-4 hour window, but this is not always possible. After your pet dries, the groomer will clip and dremel nails, clean the ears, and then begin the grooming process. Some pets may or may not like being brushed, and if they have mats it can be a time-consuming process. Mats that are too close to the skin may need to be cut out for the comfort of your pet. You will always have the opportunity to speak with your groomer when you drop off, but keep in mind there is only so much we can do when a dog or cat has severe matting. If we cannot do what you ask, we will notify you of other options. In some cases, it is best to just start over and put your pet on a good maintenance program. The groomer can speak with you after the groom to give you advice on how often you should bring them in, brushes, and other thinks to help maintain your pet’s coat.
TIPPING YOUR GROOMERS
If you are pleased with the service, you have received we encourage you to show your appreciation to your groomer. Although not required, a gratuity is a powerful way to say "I appreciate your work." Even a note from you, simply saying "thanks for a job well done" means a great deal.
CANCELLATION POLICY/NO CALL NO SHOWS (NCNS) POLICY
If it is necessary to cancel/skip your grooming appointment, we do ask for a 24-hour notice when possible. Early notification allows us to fill empty appointments with call ins or our wait list. Not notifying us causes the groomers to miss out on appointments they could have otherwise filled, and a loss of commission for them. We do understand that unexpected issues can occur without much notice, please notified us ASAP in those cases.
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After the first last minute cancellations, a second will result in having to pay a $25 scheduling fee for future appointment. The $25 will apply towards the groom, however if you cancel again within 24 hours, or NCNS, the deposit is lost.
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After the first No Call No Show, if a second one occurs, we will charge a $25 missed appointment fee before allowing for rescheduling. Continued missed appointments may result in us not taking future appointments for your pet.
SCHEDULING APPOINTMENTS
We are open Tuesday-Sunday at 7am. Appointments are generally taken between 7am-11:30am, but in some cases you may be able to book a later appointment. Appointments after 12pm need to be scheduled with the groomer and do have a $10 afternoon fee added. In order to book your appointment closest to your desired day/time, it’s helpful to know your schedule preferences. The grooming process takes 3-4 hours on most pets, but remember that things like matting or other circumstances may cause your groom to take longer.
SATISFACTION
Our groomers will always work to give your pet the groom that you want, however, keep in mind that your pets comfort and health are always our number one priority. We cannot send a pet home in an unhealthy state. We will always keep notes on who groomed your pet and what was done for the groom. You are always able to request the same groomer and if they are not available, another groomer will be able to read notes on how your pet was cut. If you are unsatisfied with the groom, please let us know before you leave, so that the groomer can make any necessary corrections and we can take notes for the next groom. If changes are requested more than 24hrs after the grooming appointment, there will be an additional charge which may include a re-bathing fee.
INJURIES
There is always the possibility of cuts, nicks, or burns during the grooming process. Some pets are harder to handle than others and accidents can occur. There are also times when mat burns show after they are shaved out. This is not caused by the groomer being careless, but the severity of the mats. We will always do an inspection of your pet upon arrival and in the bathtub. Your groomer will notify you of anything they find during those. Should any cuts occur during the grooming process, we will notify you and advise you on how to treat these. Injuries caused due to the condition of the dog or cats matting is NOT the responsibility of Pet Love GroomSpa LLC and any vet costs due to these are at the expense of the client.