Double coats
It’s our policy to not shave a double coated dog unless absolutely necessary. In the long term, your dog’s coat may never grow back, or it could take up to 3 years to grow back and will likely be a different texture than it was before shaving. This means shaving double coats can actually INCREASE shedding in the future! it’s important to keep the integrity of a double coat as this allows the dog to control their own body temperature in the cold and the heat.
Cancellation/No show
We allow 15 minutes from the booked appointment time, if you don’t make it in by then we will cancel your appointment and charge a no show fee on your account. The no show fee is based on 50% of the booked grooming package. This is because our stylists are paid commission, so if you don’t show up, they don’t get paid for their time in the shop! We do send out email and text reminders the day before your appointment AND we do a courtesy call if you don’t confirm the digital reminder. Please give us a call as soon as you know you’ll be running late and we’ll go from there. We understand that life happens but PLEASE respect our time and our clients’ appointments by being punctual, or making sure to book for a time that will work for you!
Zero tolerance
We have 0 tolerance for any rudeness or abuse of our staff. It is well within our rights to recommend you see another salon if you do not treat our staff with respect! We all work hard to ensure that your dogs are receiving the best care we can provide and our reception staff does their best to treat every client with kindness expecting the same in return.
Deposits for new clients
If you have never been to our salon before, our receptionists will take a deposit of 50% of the booked package. This deposit will be applied to your first appointment, so you’ll pay 50% in advance and the remaining 50% on the day of your first visit. This ensures that our stylists get paid for their time if you can’t make your first visit! We are no currently accepting new clients, as we have such a large client base – when our books are open, a deposit also ensures you keep your reserved appointment space. Deposits may also be charged for clients who consistently cancel or no-show.
Prong collars/e-collars/aversive tools
We do NOT allow the use of any aversive training tools in our salon – if you bring your dog in on a prong collar or and e-collar, we will politely ask you to remove it before we bring the dog in and remind you to please leave the aversive tools at home before you leave for your dogs’ appointment. This is to ensure that every experience your dog has with us remains positive! We are fiercely force free and believe in a kind and humane approach to all animals, if you disagree with our stance, please keep it at home or find another salon that aligns with your views.
Matted coats
We maintain a “humanity over vanity” approach to matted coats – if dematting will be painful to your dog, we will shave the coat instead. This is non-negotiable, if you believe the matts can be brushed out, we will suggest you bring your dog home, do any dematting that is possible and bring them back matt free for us to groom. If we cannot get a metal comb through your dogs’ coat from the skin, they are matted and will be shaved! We always try to give you a call and warn you that your dog may need to be taken shorter and we ask you to respect this decision and our knowledge on the subject. Sometimes your dog may seem like they’re not matted, but we see more of the coat under the dryers than you can see at home without the same tools or training. We are always more than happy to educate you on proper brushing techniques, although the best way to avoid matting is to be booked on a consistent schedule.