Gem Mobile Pet Grooming – Pet Grooming Policy

Appointment and Cancellation Policy

At Gem Mobile Pet Grooming, we value your time and ours. Our appointment system is designed to provide personalized attention to each pet while maintaining an efficient schedule. We appreciate your understanding and cooperation with the following policies:

1. Appointment Scheduling: Our grooming appointments are scheduled based on estimated completion times for each pet’s specific needs. Due to the nature of mobile grooming, we may arrive within a 1-2 hour window of the scheduled time. We will make every effort to contact you if we anticipate being more than 15 minutes early or late.
2. Cancellation Notice: We require cancellations to be made at least 48 hours in advance of your scheduled appointment. This allows us to offer the time slot to other clients who may be waiting for an appointment.
3. Late Cancellation/No-Show Fee: A $40 fee will be charged for no-shows or cancellations made less than 48 hours before the scheduled appointment. This fee helps offset the loss of income and opportunity to serve other clients.
4. Late Arrivals: If you are more than 10 minutes late for your scheduled appointment, we may need to reschedule or adjust the grooming services provided. An additional fee may apply if extra time is required to complete the originally scheduled services.

Payment and Pricing

To maintain the quality of our services and ensure fair compensation for our skilled groomers, we have established the following payment and pricing policies:

1. Payment Timing: Full payment is due at the time of service completion. We appreciate your prompt payment, which allows us to continue providing excellent grooming services.
2. Accepted Payment Methods: We accept cash, personal checks, and major credit/debit cards for your convenience.
3. Returned Check Policy: Any checks returned due to insufficient funds will incur a $25 fee, plus any additional charges our bank may impose. Future services will be suspended until all fees are paid in full.
4. Pricing Structure: Our pricing is based on several factors including the pet’s breed, size, coat condition, and the specific services requested. While we can provide a general price range prior to your appointment, the final price will be determined upon seeing and assessing your pet’s needs in person.

Pet Health and Safety

The health and safety of your pet is our top priority. To maintain a safe environment for all pets and our staff, we enforce the following policies:

1. Vaccination Requirements: All pets must have a current rabies vaccination. Proof of vaccination must be provided upon request. For puppies under 16 weeks, at least two sets of core vaccinations must be completed before grooming.
2. Disclosure of Pet Behavior and Health Issues: Owners must inform us of any aggressive tendencies, health issues, or senior pet status prior to grooming. This information helps us tailor our approach to ensure your pet’s comfort and safety.
3. Right to Refuse Service: We reserve the right to refuse service for overly aggressive or stressed pets. This policy is in place to protect both your pet and our staff.
4. Senior and Health-Compromised Pets: For senior pets or those with health issues, our grooming will focus on cleanliness and comfort to minimize stress. We may modify or terminate the grooming process if we feel it’s in the best interest of your pet’s well-being.
5. K9 Respiratory Illness: We conduct thorough health evaluations before and during each appointment to look for signs of K9 Respiratory Illness. Our one-on-one sessions and limited daily appointments (4-5 dogs per groomer) help minimize potential transmission risks.
6. Seizure Policy: Customers must inform us if their pets are prone to seizures or on seizure medications. Pets must not have had an active seizure within a year of the appointment. The groomer reserves the right to decline service based on their discretion after an in-person consultation.
7. Sedation Policy: We do not accept dogs for grooming if they have been sedated or tranquilized with prescription medications within 72 hours preceding our arrival. Exceptions may be made for CBD and Benadryl only if approved by a specialist veterinarian.

Grooming Procedures and Policies

Our grooming procedures are designed to provide the best care for your pet while maintaining a professional and efficient service. Please note the following policies:

1. Matted Coat Policy: Severely matted coats may require shaving to the skin. This process takes extra time and may cause skin irritation. We charge an additional fee of $1 per minute for de-matting. If de-matting is too stressful for your pet, a full shave-down may be necessary.
2. Flea and Tick Policy: If we find fleas or ticks on your pet, we will administer a flea bath ($20 fee) and flea treatment ($10 fee). This is mandatory to prevent infestation of our equipment and other pets.
3. Pre-existing Conditions: We are not responsible for any pre-existing conditions that may be revealed during the grooming process, such as skin irritations, lesions, or other health issues hidden by overgrown or matted coats.
4. Pet Preparation: Owners are responsible for walking their pets before the appointment to allow them to relieve themselves. A $5 clean-up fee may apply for accidents in our grooming area.
5. Shaving Double Coated and Short Hair Dogs: We highly discourage shaving double-coated dogs and reserve the right to refuse this service. Regular brushing and routine grooming appointments are recommended for reducing shedding.
6. Puppy Grooming and Acclimation: Puppies must have completed their full vaccination series before their first grooming appointment. We may recommend a simple bath and brush for the first visit and allocate extra time for acclimation and desensitization.
7. Deshedding: For deshedding that requires over 15 minutes of dedicated care, an additional brush fee of $25 per 15 minutes will be applied.

Specific Situation Policies

1. Grooming Dogs in Heat: We do not groom female dogs in heat for sanitary reasons. If the groomer finds the dog to be in heat at the time of appointment, they reserve the right to discontinue service. A minimum fee of $100 will be charged.
2. Grooming Pregnant Dogs: We do not groom pregnant dogs at any stage of pregnancy to avoid undue stress that may harm their unborn puppies. We recommend waiting until the puppies have been weaned.
3. First Groom Experience: We request that you share any behavioral or medical insights about your dog during the pre-groom consultation. If the well-being of your dog or our groomers necessitates a halt in grooming, a nominal charge will apply.

Liability and Authorization

To protect both our business and your interests, we require agreement to the following terms:

1. Liability Waiver: By using our services, owners agree to hold Gem Mobile Pet Grooming harmless from any damage, loss, or claims to pet, personal, or real property. We take every precaution to ensure the safety of your pet, but unforeseen events can occur.
2. Emergency Care Authorization: Gem Mobile Pet Grooming is authorized to seek emergency veterinary care if deemed necessary during the grooming process. The owner will be responsible for any costs associated with such care.
3. Photo Release: Owners consent to the use of before and after grooming photos of their pets for our marketing purposes, including but not limited to use on our website and social media platforms.
4. Severe Matting: In cases of severe matting, mats may intertwine with the skin, potentially causing cuts. We are not liable for nicks, cuts, or abrasions that may occur during the de-matting process.

Additional Services and Requirements

To provide added convenience for our clients, we offer the following additional service:

1. Key on File Service: For clients who may not be home during grooming appointments, we offer a “key on file” service. This allows us to access your home to groom your pet even when you’re away. Please note that Gem Mobile Pet Grooming is not responsible for any damages or theft unrelated to the grooming service while on the premises.
2. Water Availability: Our vans carry 65-gallon water tanks. We may ask to fill up a portion of the tank with a hose at your house if needed.
3. Parking: Please provide a flat surface that will accommodate our van dimensions (8 feet by 19.5 feet). Additional charges may apply for metered parking or parking tickets.
4. Pet Hand-off: Customers must be present before, during, and after the grooming appointment. A $25 fee per 15 minutes will be charged for late pickup.
5. Privacy: We ask that you grant the groomer and your pet privacy during the grooming service, as dog behavior is often better when owners are not present.

Customer Satisfaction

Your satisfaction is important to us. We strive to provide the best possible grooming experience for you and your pet:

1. Satisfaction Guarantee: If you’re unsatisfied with any aspect of our grooming service, please notify us within 24 hours of your appointment. We will make every effort to address your concerns and correct any issues to ensure your complete satisfaction.

By scheduling an appointment with Gem Mobile Pet Grooming, you acknowledge that you have read, understood, and agree to comply with these policies. We appreciate your trust in us and look forward to providing excellent grooming services for your beloved pet.