Service Agreement

Service Agreement

Scheduling:
Due to the nature of Mobile Grooming, our window of arrival time is an estimate. We may not always arrive on schedule due to unforeseen circumstances such as traffic, weather, equipment issues, wiggly puppies, etc. Please plan accordingly, or reach out to us about latch and key services. You will be notified by text when we are en route to your location with an estimated time of arrival. 

All clients should maintain a schedule of 4-8 weeks.

If you choose not to book your next appointment on a schedule, we cannot guarantee you any future appointments. If our schedule is full, you can request to be put on our waiting list until we have an opening.

Poodle and Doodle Owners:

To ensure a stress-free, tangle-free grooming experience, all poodles and doodles must remain on a regular grooming schedule with a maximum of 8 weeks between appointments.

Vaccinations

Sandy Pawz LLC requires proof of rabies for every pet. Vaccinations must be given at least 48 hours prior to appointment, due to lowered immune system, possibility of reaction to vaccination, and also a sore injection site. Rabies vaccinations must be current before services are rendered. Proof of rabies is required 48 hours prior to appointment, or your appointment may have to be rescheduled.  

Cancellations, Rescheduling, and  “No-Shows”:

Cancellation and rescheduling of an appointment, by the client, requires 48 hours notice to waive the $50 late cancellation fee. This fee must be paid in full before another appointment is scheduled. In the event of inclement weather, a family emergency or any other uncontrollable circumstance, Sandy Pawz LLC has the discretion to waive the fee. We reserve the right to cancel or reschedule any appointment if we feel the need to do so. 

It is considered a "no-show" when the client is not available at the scheduled appointment time and does not contact the groomer to cancel or reschedule. We reserve the right to charge the full grooming fee due to the loss of revenue caused by a "no-show". Please make every effort to call or text to cancel or reschedule when possible to avoid such situations. If you do not respond to our attempts of communication (knocking, text, or call) within 15 minutes upon our arrival time, we will leave, and you will be invoiced/charged, for the full service price. This must be paid before scheduling your next appointment. Please be advised that if two appointments are missed without notice, pre-payment will be required for all future appointments. Additionally, if a no-show occurs at your first appointment, we regret to inform you that we will be unable to accommodate any future appointments. We reserve the right to refuse service to any dog or client for any reason.

When the need for rescheduling arrives, please do so as soon as possible. Our schedules are busy, and rescheduling within the next few weeks is sometimes not an option. We understand scheduling conflicts happen, and to better serve you and your pets, we do offer latch and key services. This means you do not have to be home when services are rendered. Please reach out to us for more details.

Payment:
For latch-key appointments, a $50 deposit is due at the time of booking. Payment for your invoice must be paid at least 24 hrs in advance. Failure to pre-pay within this time frame will result in the loss of your appointment, and your deposit ($50) will be retained as a non-refundable late cancellation fee. 

We accept payment in the form of cash, check, Venmo, Cashapp (preferred as they don't charge a fee) and Card.

All balances must be paid within 24 hours of the appointment. Failure to pay in a timely manner may result in a $30 late fee.

Pre-Existing Medical Conditions:
It is crucial for the safety and well-being of your dog as well as our groomers, that you disclose all pre-existing medical conditions on your dog’s in-take form. This includes, but is not limited to: heart problems, arthritis, luxating patellas, hip dysplasia, trachea collapse, skin or ear infections, congenital defects, and any other known conditions that your dog may have. Having any of the previously listed conditions does not mean we cannot comfortably groom your dog, but we must be informed to accommodate their specific needs.
**If your dog has a severe, life-threatening condition, we suggest seeking out a veterinary office that offers grooming services to ensure their utmost safety. 

Matting:
Matted coats can cause a variety of skin & health problems. Matted fur does not allow for air circulation to the skin, causing hot spots, bacterial and fungal infections. Fleas, ticks, and other parasites may be lurking in the coat causing further skin infections. Matted fur also pulls and binds the skin, that can cause pain to your dog and bruising of the skin. The skin underneath can be raw, inflamed, bruised, or have open wounds. If we have to shave a mat from the tip of an ear, there is a high possibility of a hematoma forming. Matting is preventable, and we will do our best to give your pet a fresh start. Sandy Pawz LLC. will not be responsible for any conditions matting has caused. 

The safety and comfort of your dog is our top priority, therefore we do NOT offer extensive dematting, due to the pain and damage it can cause to the coat and skin.

*Minor dematting- IF it can be done safely and painlessly, you will be given the option to remove the mats for an additional minimum charge of $20

*Moderate to severe (pelted) matting- Your dog will need the matting removed in the safest most painless way possible, which means we will have to shave your dog. The length of the remaining coat will be determined by how tight the matting is to the skin. It is your responsibility as the dog’s owner to brush, comb, and maintain the coat in between appointments. Please note that due to the time, care, and effort required to safely remove matting, there will be an additional fee of $35. If we feel the matting is too severe, meaning we can not risk causing a wound to safely remove the matting, you will need to contact a veterinarian's office to handle the removal of the matting. 

We take matting seriously, and we will always choose “humanity over vanity”.

Behavior/Aggression:
A number of tools and techniques will be utilized to make grooming as safe and low stress as possible. It is very important for you to inform us (on your in-take form) if your dog has any potential behavior issues that may make grooming more difficult. If your dog's behavior becomes a danger to themself or to the groomer, we will stop immediately and you will be charged for the time spent. 

Seniors:
If your dog is not capable of standing unassisted for long intervals, we will work with them to ensure they are as comfortable as possible throughout the time they are in our care.  If your dog shows any signs of stress or over stimulation from the groom, we will not force them to endure the service. We will end, as is, and you will be contacted immediately. 

Puppies: Puppies should be introduced to grooming as soon as they have completed all rounds of vaccines! It is easier for them to learn and we can establish good "table manners" while they are young. All dogs have to be desensitized to the sound and feel of the dryer, shears, and vibration of clippers. We will not give a full haircut to any puppy that has not been properly introduced, and desensitized to the grooming process. Puppies have short attention spans. We will work with them to the best of our ability, while creating a positive grooming experience. We will not force them through any grooming process they are not ready for.  

Fleas & Ticks:
In the event your dog has more than 3-4 live fleas and/or ticks present due to the lack of preventatives, it is considered an infestation. You will be charged a $35 cleaning fee for the additional time needed to properly remove the pests. We cannot risk spreading them to the next client.  We suggest keeping them on flea/tick preventative to avoid further complications that come with fleas, such as itching, biting, scratching. These cause not only discomfort for your pet but can also lead to skin infections.