Policies, because your pet is our priority.
New Clients
- New clients must complete our “New Client Intake” form located on our website (www.wpetspaw.com) to be added to our clientele. You may also pick up a printed form in store. Please keep in mind we will not be able to answer any questions you may have in store due to our back-to-back schedule. You will be contacted once we have reviewed your submission and if approved, online booking will become available for you to schedule an appointment. We are booked out 6+ weeks in advance. All clients are required to maintain a 3 month or less schedule throughout the year.
Pets who have not been groomed at our salon within the past 6 months are considered new clients and online booking will not be available.
Our goal is forming long lasting positive relationships with you and your pet. Pets who are not groomed regularly usually do not have good grooming etiquette, are more difficult to work with, at higher risk of getting injured, and are more likely to” hate” their haircut after. These risks are not worth it and usually result in an unhappy experience for everyone involved, especially your pet.
We do not accept pets that are 30%+ matted on their body, puppies who are 8+ months old who have not been introduced to the professional grooming process, aggressive, overly anxious, super senior pets, pets with health issues or outdoor only pets. If you have any questions concerning your pet’s health or behavior and would like to become a client, call for a consultation so we can determine if your pet is a good fit for our salon.
Store Policies
- All storefront product sales are final- returns and/or refunds are not available.
Prior to Your Appointment Policies
- Let us know of any health conditions, recent surgeries, heat cycles, collapsing tracheas, heart murmurs and/or anything important concerning your pet or yourself before their scheduled appointment. If we are unaware of any health conditions prior to your appointment, you will be charged our cancelation fee if we feel it’s too risky to groom your pet; if we can and your pet requires extra or special care, we will charge a senior/difficult/special needs fee on top of your regular service.
- Pets are required to be up to date on their vaccinations of rabies and canine parvovirus. Bordetella is highly recommended. Proof by picture, paper copy or email is required by law. We must have these records before your scheduled appointment. Without these records, you pet is at risk of not getting groomed and you will be charged our cancellation fee.
- Please take your pets potty before their grooming appointment. We charge $5 to $15 for potty pick-ups during the grooming process. $35 if your pet needs to be rebathed.
- Sometimes pets are uncomfortable, difficult and/or temperamental with certain things like being around other dogs, getting their nails buffed, or even just getting a bath. We will do the best we can to keep your furry friend comfortable at all times. If we notice that your pet is getting too stressed or aggressive, we will contact you right away to pick them up. We can reschedule for another day or depending on the situation, we will recommend a grooming performed at a vet’s office. We do charge a difficulty fee for aggressive and/or difficult pets. If your pet also requires special care (like no other pets in the salon, no kennel time, etc., we will charge accordingly to meet you and your pet’s needs.)
- We do not groom pets with fleas or lice due to the time and money we’d have to put into treating our salon and parking lot for the pests. Pets that are infested will be given a flea and tick bath and an extra charge of $150 will be added to your bill to compensate the loss of cancelling the rest of our appointments and treating our salon, yard and your pet.
- Your pet will be automatically charged our difficulty fee if we get bit!
- We reserve the right to refuse any client for any reason
After Your Service Policies
- If you are unhappy with the results of your pet's grooming, contact us within 24 hours and we will schedule an appointment to fix their groom at no additional charge, refunds are not available. To avoid this situation, please communicate clearly with your groomer and answer any questions we have with detail. Pictures are always an excellent option!
- Please let us know immediately if you observe any physical problems with your pet after your grooming appointment. We cannot take responsibility for problems reported to us more than 24 hours after grooming. We will always report a mistake or accident. Accidents do happen and they could get missed, if you think you may need to take your pet to the vet, please contact us. If your pet is known for being wiggly, aggressive/difficult, we are not responsible for any cuts or knicks caused by the grooming process.
Drop off & Pick Up
- Our doors may be locked due to the safety of our groomers. Please ring our doorbell or feel free to text us upon your arrival.
- We highly recommend all clients to wear facemasks during drop off & pick up times.
- For you pets safety, all pets must be always leashed or in a carrier- if you do not have a leash, one can be provided if we are told beforehand (Dogs under 25 lbs. can be carried inside if needed). Even when you are inside- do not remove their leashes.
- You will be contacted by text approximately 30 minutes before your pet’s grooming is completed, pets who are not picked up within 45 minutes of their completed groom will be charged a $15 care fee for every 45 minutes after the first 45 minutes.
- In case you come in while were still finishing up your pet or somebody else’s- do not make loud noises or distract pets- even if you’re outside as this can cause serious injuries to pets or groomers.
Grooming Process
- All pets will receive a bath with a tearless facial and custom shampoo and crème rinse according to your pet’s needs. You are welcome to provide any vet prescribed medicated shampoos if needed. Anal gland expressions and ear plucking are available upon request.
- Depending on how well your 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 two-to-three-hour window- depending on size and number of pets you have scheduled to come in at the same time.
- All pets will have their ears cleaned with 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. We are not responsible for any ear infections caused from plucking of the ear hair.
- All nails will be trimmed and dremeled 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 pet. Quicked nails do happen for wiggly pets! We are not responsible to over-quicked nails.
- We prefer not 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 complete their grooming. You will be charged for the services completed.
- If we cannot do what you ask due to matting, 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. We can speak with you after the groom to give you advice on how often you should bring them in, brushes, and other things to help maintain your pet’s coat. Pets matted over 15% of their body will be charged our dematting fee.
- We are not a cage free facility. All pets will be kept in a crate while in our care for their safety. We cannot accommodate pets that cannot be in a crate for any reason.
- Puppies are allowed into our salon after their 2nd round of shots and at least 14 weeks old. Since puppies are not familiar with the grooming process, a partial trim and bath may only be performed.
Matting & Compacted Coats
- Many pups become matted and compacted due to the lack of grooming. Because of this, many pets will need to be shaved. Matting can cause skin infections, hot spots, severe pain, and discomfort as well as other health issues. We will not try to “save” their coat. Saving their coat takes hours upon hours, sometimes even days and can be painful and dangerous on your pet’s skin. We promise to keep their coat if we can, but tight matting will result in a “shave down”. Our priority is what’s best for your pet and their health.
- We charge an extra $10 to $60+ on top of the regular groom price on matted, impacted and overdue coats. Pets who are not regularly and correctly brushed or are groomed every four months or more (depending on breed and coat) are usually matted and/or compacted and will result in a fee. We will be encouraging pre-booking to help your pet have a nice and healthy coat for in between grooms.
- Because dematting and compacted coats take a while to work through, we require extra time to take care of your pet’s coat and to keep them comfortable during the grooming process.
- 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 neglect and the condition of the dog/cats matting is not the responsibility of W.P.S. and any vet costs due to these are at the expense of the client.
- If we feel it is too risky for us or your pet to be dematted, we will recommend a vet for grooming, and you will be charged our cancelation fee.
Scheduling
- Scheduling is available through online booking only, download our app for IOS or Android called: “Moego For Pet Owners” or visit our website or online booking links on Facebook, Instagram or Twitter.
- Pre-booking your future appointments is highly recommended due to the high demand of pet grooming; pre-book online after your scheduled appointment or before you leave our salon.
- We understand that your schedule can be unpredictable, and it can be difficult to book in advance, if this is the case, please plan your pet’s appointment two to four+ weeks out, depending on the holidays, seasons, and weekends.
- Clients who cancel two bookings or more in a row and are booked in advance throughout the year, all future appointments will be automatically cancelled by our system. Please text us if you need to cancel more than 1 consecutive appointments so we can override our system if you would like to continue to be a client.
- If you are not “tech savvy” we will respond to your voicemails or texts at a convenient time for ourselves- this could take a few hours to a few days to weeks, depending on our schedule.
- Do not attempt to message us on Facebook, Instagram, Snapchat, or any other social media platform as its very difficult to for us to monitor all platforms.
- We provide email and text message reminders as a courtesy to you. Please confirm your appointment when you receive the confirmation text message. Unconfirmed appointments by 8pm the day before your appointment will result in your appointment to be cancelled, and you will be charged our cancellation fee. No exceptions. Our automated system will contact a potential client on our waitlist automatically and your appointment will become a “first-come-first-serve” spot. Once your unconfirmed spot is filled, it will no longer be available.
Cancelation/Late Fees
- You will be charged a “No Show”/ “Cancellation” fee of 100% of your service price. We require a notification of your cancellation no less than 24 hours before your scheduled appointment time. Reminder: Our booking app sends reminder texts at noon the day before your scheduled appointment.
- Fees will be recorded on file and communicated with you by text message then added onto your grooming bill.
- If you are more than 10 minutes late, we will need to reschedule your appointment to a later date and time. Keep in mind we need your pet inside the facility no later than 10 minutes after you scheduled appointment- late appointments affect everyone. Text us if you think you will be late so we can figure things out. If we end up still taking your pet, we charge a $25 late fee after the first 10 minutes of being late. We will not accept arrivals after 30 minutes of your scheduled appointment and you will be charged our cancellation fee.
- You will be required to prepay or maintain a card on file for your pet’s services to schedule an appointment if you are consistently late, don’t show up for your appointments, or regularly cancel your appointments within 24 hours of the scheduled appointment.
- New clients are required to have a card on file.
Payments
- Cash or debit/credit card only are accepted – we can take payment over the phone with a debit/credit card for contactless payment. Payment is due at the time of service.
- Service prices will be increased occasionally accordingly to the cost of living and running our business.