Drop offs:

All pets entering the salon must be leashed or secured in a carrier.

Please walk your dog to go potty before arriving for grooming. Multiple accidents in the salon may result in a hazard clean-up fee. If your pet soils themselves and requires a second wash, a $10 re-wash fee will be applied for each occurrence.

Punctuality Matters!
We allow a 15-minute grace period for check-in. If you arrive more than 15 minutes late, we reserve the right to charge a late fee starting at $15. We may also refuse service, cancel your appointment, and apply a $25 cancellation fee per pet.

During Services:

While all known health or behavioral issues are discussed at drop-off, some concerns may only become apparent during the grooming process. We will do our best to communicate any additional charges related to behavior, brushing, de-matting, or other factors as soon as possible. If a condition arises that makes it unsafe or inhumane to continue grooming, you will be contacted to pick up your pet. In the event we cannot reach you and emergency care is deemed necessary, your pet will be taken to the nearest emergency veterinary clinic without delay. You will be responsible for any resulting veterinary costs unless it is clearly determined that the situation was caused by the groomer’s negligence rather than a pre-existing condition.

Cancellations:

Because we work by appointment, we require at least 24 hours’ notice for cancellations. Failure to provide sufficient notice will result in a $25 cancellation fee per pet.

Due to the nature of our business, missed appointments without notice—or “no-call/no-shows”—will be charged 50% of the scheduled service cost.

Additionally, any recurring or future appointments will be canceled in the event of a no-call/no-show 

Matted Pets:

We take a compassionate and conservative approach to grooming pets with matted coats. Excessive matting is not only painful and uncomfortable for your pet, but it can also lead to serious health issues, such as: skin infections, bruising, hematomas, and restricted skin circulation, to name a few.

As a responsible pet owner, it is your duty to maintain your pet’s coat through regular at-home care and professional grooming—ideally every 4 to 8 weeks, and never more than 12 weeks apart.

If your pet arrives with matting, we will assess the severity during check-in. Depending on the matting’s condition, your pet’s age, behavior, and overall health, we may attempt to safely demat your pup. If dematting is not possible or would cause excessive stress or discomfort, we will recommend a shave-down to the safest possible length. Dematting and shave-downs require extra time and will incur an additional fee of $1 per minute.

Please be aware that even with the utmost care, grooming matted coats carries inherent risks. These risks may include: nicks, cuts, abrasions, hematomas, clipper irritation, or skin conditions revealed once the mats are removed. Matted fur can also trap urine and moisture, increasing the risk of mold, fungal growth, and bacterial infections, many of which may only become visible after grooming. After-effects may include redness of the skin, itchiness, self-inflicted irritation, temporary behavioral changes, or the inability to regrow hair. Shaved pets are more vulnerable to sunburn and should be protected from sun exposure.

You will be notified of any findings during the grooming process. If injuries occur as a result of matting—not due to negligence on our part—you accept full responsibility for any veterinary care required. By signing our required release form, you acknowledge these risks and release the grooming professional from all financial or legal responsibility for any injuries or health issues resulting from mat removal.

We are happy to demonstrate proper brushing and coat care techniques to help you prevent matting at home. Your pet’s comfort and safety are our top priority. If we feel your pet is in pain or distress at any point, we will stop the grooming process immediately, and notify the owner. If permission for a shave-down is denied, grooming will not proceed and a pro-rated fee will be charged based on work completed up to that point.

Vaccinations: 

Proof of current rabies vaccination is required by West Virginia state law for all dogs four months of age and older. For all grooming services, we require up-to-date rabies vaccination records from a licensed veterinarian.

If your pet has been exempted from the rabies vaccine due to medical reasons, please provide a signed letter from your veterinarian stating the exemption.

While not required, we strongly recommend additional vaccinations that help prevent the spread of infectious diseases among pets.

Express Service Add On:

Express services are available as an optional add-on and must be requested at the time of booking. Otherwise, they may be offered on a case-by-case basis, depending on our schedule and availability.

An additional $30 fee will be applied to your pet’s service for express grooming. If your pet is unable to safely remain in a kennel, this fee will be automatically applied to ensure a continuous, one-on-one grooming experience.

Senior Pets:

These grooms are often referred to as “comfort grooms,” meaning they prioritize your pet’s comfort over cosmetic perfection. We will always do our best to complete your senior pet’s grooming, but their well-being comes first.

Grooming can be physically and emotionally stressful for senior pets. We work within your pet’s comfort level, and if at any point they are no longer tolerating the process, we will stop and notify you immediately.

Reproductive Status Policy: 

For the safety and well-being of your pet, we do not groom pets that are in heat, pregnant, or nursing. Please be mindful of your unspayed female’s cycle when scheduling future appointments.

Flea and Tick Policy

If fleas are found on your pet, we will notify you prior to pick-up if possible. However, to prevent infestation and ensure the safety of all pets in our care, any pet with fleas must be bathed immediately. In such cases, a mandatory flea and tick bath will be administered at an additional charge of $25 to $35, depending on your pet’s size.

This fee covers the cost of specialized shampoo, the time required, and additional cleaning to ensure our facility remains pest-free. Please note that flea shampoo only kills the fleas currently on your pet—it does not prevent fleas from jumping back on after leaving our salon. If fleas are present in your home or your pet’s environment, a thorough cleaning of all living areas, bedding, and fabrics is necessary to eliminate the infestation and avoid reinfestation.

If ticks are found and are not attached, we will remove them. However, if a tick is embedded and we do not feel it is safe to remove, we will refer you to your veterinarian for proper care.

We strongly recommend that all pets be kept on a regular monthly flea and tick preventative. For more information, please consult your groomer or veterinarian.

Pick-up/Payments:

As much as we love your pup(s), our kennel space is limited. Once you are notified that your pet’s grooming is complete—via call, text, or automated online message—you will have 1 hour to pick them up.

If your pet is not picked up within 1 hour, a $10 extended care fee will be applied for every additional hour.

Payment is due at the time of pick-up. We do not accept checks. Payment methods include credit card or cash only.

Photo & Video Release: 

We reserve the right to photograph or video your pet during their visit for use in promotional materials, including web and print publications. If you prefer that your pet not be featured, you may opt out by indicating your preference on the new client or policy form. Please be sure to sign or initial where noted to decline photo use.

Satisfaction Policy

Your satisfaction is important to us! If you are unhappy with any aspect of your pet’s groom, we’re happy to make adjustments at the time of pick-up. After you leave the salon, we offer complimentary adjustments within 48 hours of your appointment.

If your pet’s haircut is too short to be corrected, we may offer a discount on your next grooming visit. Please keep in mind that every groomer has their own style and technique—no two groomers groom exactly the same. If you’re dissatisfied with the clip style, you are welcome to request a different groomer for future appointments.