Salon Policies

Understanding our policies helps you plan visits and avoid unexpected charges. These policies are set by your salon and may vary — the details below reflect the most common configuration.

Cancellation Policy

• Free cancellation: Cancel or reschedule more than 24 hours before your appointment at no cost.
• Late cancellation (under 24 hours): A fee of up to 50% of the booked service price may apply.
• No-show: Failure to arrive without cancellation may result in a fee of up to 100% of the booked service price.
• How to cancel: Go to My Appointments and click "Cancel" or "Reschedule."

Late Arrival

If you arrive more than 15 minutes late, the salon may need to reschedule your appointment to avoid disrupting other clients. A late fee may apply depending on your salon's settings.

Late Pickup

• Please pick up your pet promptly after receiving the "Ready for Pickup" notification.
• Pets not picked up within 30 minutes of the ready notification may incur a holding fee (typically $1 per minute).
• If you're running late, message the salon via the Chat feature so they can plan accordingly.

Matting Surcharge

Severely matted coats require extra time and care. Your groomer will assess the severity at check-in:

• Light matting: Minor tangles that can be brushed out — no extra charge.
• Moderate matting: Significant tangles requiring de-matting work — a surcharge may apply.
• Severe matting: A full shave-down ("humanity clip") may be the only humane option. This protects your pet from pain and skin irritation. A surcharge applies and your groomer will contact you before proceeding.

Aggressive Pet Policy

Your groomer's safety is our top priority. If a pet shows aggressive behavior during grooming:

• The groomer will attempt de-escalation and calming techniques first.
• If the pet remains a safety risk, grooming may be paused or stopped. You'll be contacted immediately.
• A partial service fee may apply for work already completed.
• Repeat incidents may require a behavioral assessment before future appointments.

Health & Vaccination Requirements

Pets must be up to date on required vaccinations to check in. See Vaccination Records for full requirements and how to upload proof.

Note: Your salon may customize these policies. Check with your salon directly if you have questions about specific fees or requirements.