PREEN PET GROOMING POLICIES
We try to work with our clients in the event of emergency cancellations and exercise the right to waive cancellation fees on a case-by-case basis.
If we are notified of cancellation via text or call less than 24 hours prior to an appointment, a fee of $25 for each pet scheduled for that visit will be assessed. This fee will need to be paid before rebooking.
If we notify the client that we are en route to their location or arrive at their location only to be told that cancellation is necessary, a fee of $50 for each pet scheduled for that visit will be assessed. This fee will need to be paid before rebooking.
Appointment dates and times are reiterated to the client verbally and/or via email and/or via confirmation text at the time the appointment is created in our database. We do send 72-hour reminders but we are not responsible for ensuring delivery of this reminder to the client. It is strongly recommended that the client store the date and time of their appointment in an additional place to ensure their availability and to avoid fees in the event of the need to cancel or reschedule.
We expect payment at the time of service. We accept cash, checks, and cards. Invoicing is offered as a courtesy to our clients. Invoices are payable upon receipt. We allow a 5-business-day grace period before assessing a $15 late fee. After 10 business days, it will be considered nonpayment and legal action will be pursued.
ASSESSMENT OF PET'S CONDITION FOR SERVICE
Being mobile, we often work with pets that might not fare well with transport or grooming in a bricks-and-mortar establishment. We try to obtain as much information prior to our initial visit as possible to ensure we have scheduled enough time and have the required equipment and supplies. We expect the client to be transparent with us concerning any physical limitations or behavioral issues that might impact the grooming process.
If we determine during the service that the pet is not fit to continue with service or that the groomer is unable to adequately perform the service due to unforeseen circumstances or undisclosed conditions, we will immediately inform the client. At that point, assessment of services rendered and time spent will be done; if appropriate, adjustment of the total due will be made with payment expected.
We do everything in our power to meet our clients' expectations, but there is a limit to the amount of dematting we will perform on a pet. This limit is determined by the location and extent of the matting and the ability of the pet to endure dematting. Every client receives a copy of our dematting policy when their initial appointment is arranged and we ensure they understand the policy before they sign off on it.
If at any time we feel that we cannot produce the client's requested result, we will notify them immediately that shaving underneath the matting is the most-humane option. We always inform the client that this is their choice to make and that they can retrieve their pet from the trailer and demat the pet themselves.
If the client chooses to retrieve the pet at the time of notification, assessment of services rendered and time spent will be done; if appropriate, adjustment of the total due will be made with payment expected.
As much as we hate to say it, accidents do happen. When you have a live animal, a groomer that's all too human, and equipment that must be utilized with great care, there is a possibility of injury. If a pet is injured and we are aware of the injury, we will contact the owner immediately. If we are unable to reach the owner, we reserve the right to transport the pet to the nearest veterinary clinic for emergency care. We will cover the costs of any injuries caused by us by paying the vet service directly. We reserve the right to request more information from the vet concerning charges and services provided by them.
If an injury is noticed by the client after our visit, we will request picture documentation and any other information we deem necessary to determine the extent and origin of the injury. We take measures to minimize nicks and irritation caused by removal of matted coat or fragile skin. We do let the client know these may occur and in the large majority of cases are not cause for alarm.
LIABILITY OF CLIENT INJURY
Preen's insurance does NOT cover injury to clients within the confines of my work area. Aside from requests by me for assistance, clients will be required to allow me unencumbered, one-on-one interaction with their pet.
I have received, read, and understand all of the above policies.
Client Signature Date