Our Polices

Our policies are designed to protect appointment availability for all clients while ensuring our grooming team’s time is respected. When appointments are missed or cancelled without enough notice, it prevents other pets from receiving care.

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Cancellation & Rescheduling Policy

Clients may cancel or reschedule appointments according to the following timelines:

• Cancel/reschedule 48+ hours in advance – No charge

• Cancel/reschedule 24–48 hours before appointment – 50% of service charge

• Cancel/reschedule within 24 hours – 100% of service charge

These fees help cover the reserved grooming time that cannot be filled on short notice.

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Payment & Late Fees

Invoices are expected to be paid promptly.

• Unpaid invoices are subject to a $10/week late fee until the balance is cleared

• Outstanding balances may prevent future appointments from being scheduled

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No‑Shows

Clients who do not attend their scheduled grooming appointment without notice will be charged 100% of the service cost.

Repeated no‑shows may require prepayment before future appointments can be booked.

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Late Policy

• If you are more than 5 minutes late, a late fee may apply.

• If you are more than 15 minutes late, the appointment will be considered missed.

This is because each grooming session is carefully timed to allow your pet to receive the full service they deserve. Arriving too late impacts the groomer's ability to complete the service properly and delays appointments for other clients.

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Early Drop-Off Policy

Please arrive at your scheduled appointment time unless early drop-off has been discussed with one of our groomers in advance.

• Early drop-offs more than 10 minutes before your scheduled appointment time may be subject to an early drop-off fee

• Early arrival arrangements can be made ahead of time when approved by a member of our grooming team

This helps us manage space, staffing, and the timing of each pet’s grooming session so every client receives the attention they deserve.

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Matting, Behaviour, or Safety Concerns

For the safety and comfort of your pet and our groomers:

• Severely matted coats may require additional grooming time or fees

• Aggressive or highly anxious pets may require modified services or appointment adjustments

• In some situations, grooming may need to stop early for safety reasons

Our team will always communicate clearly if this occurs.

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Policy Agreement

By booking a grooming appointment, clients acknowledge that they have read and agree to this Cancellation Policy.