Grooming Policies

At Twin Tails Golden Grooming, we are committed to providing a safe, calm, and positive grooming experience for every pet. To ensure fairness, clarity, and the highest quality care, we ask that all clients review and respect the following policies.

These policies allow us to protect our time, our team, and the pets entrusted to us.

Appointment, Cancellation & Scheduling Policies

Because each appointment is reserved exclusively for your pet, last-minute changes directly impact our small business.

Appointment Booking

  • All appointments are reserved specifically for your pet.
  • Our online booking system may require payment in full by card at the time of booking.
  • If you prefer to pay using another method, please contact us directly to schedule.

We reserve the right to decline or modify appointments when necessary.

Cancellation & Rescheduling

We kindly request at least 24 hours’ notice if you need to cancel or reschedule.

  • 24+ hours notice: No fee
  • Less than 24 hours notice: 25% of scheduled grooming service
  • No-Show (failure to arrive without notice): 50% of scheduled grooming service

These fees help offset lost appointment time that is unlikely to be filled on short notice.

Emergencies

We understand that emergencies happen. If you experience an unexpected situation, please communicate with us as soon as possible. Emergencies are reviewed on a case-by-case basis, and we reserve the right to waive fees at our discretion.

Habitual Cancellations / No-Shows

If a client has three (3) no-shows or late cancellations without explanation or emergency, we reserve the right to implement booking restrictions, including:

  • Requiring payment in full at the time of booking
  • Limiting advance booking privileges
  • Or declining future appointments

Late Arrival Policy

We allow a 15-minute grace period.

  • If you are running late, please notify us as soon as possible.
  • Arrivals more than 15 minutes late — especially without communication — may result in cancellation or rescheduling.
  • Services may be shortened if necessary to stay on schedule.

Pick-Up Policy

Once we notify you of your pet’s exact pickup time, we ask that your pet be picked up within 15 minutes of that scheduled pickup time.

  • A late pick-up fee of $1 per minute will apply beginning 15 minutes after the scheduled pickup time.

Timely pickup helps us maintain a calm environment and close on time for our families.

After-Hours Appointments

Limited before-hours or after-hours appointments are available upon request.

  • Must be arranged directly with us
  • Availability is limited
  • Additional fees may apply

Payment Policy

Accepted Payment Methods:

  • Credit/Debit Card
  • Cash
  • Check
  • Venmo
  • Cash App

Payment Timing

Payment is due in full at pickup, unless prepayment was completed at the time of booking.

Returned checks and failed payments must be resolved before future appointments are scheduled. We reserve the right to require prepayment if payment issues occur.

Pet Health & Safety Policy

Your pet’s safety and comfort are our top priorities. We groom one family at a time to reduce stress and maintain a controlled environment.

Vaccinations

While we do not require physical vaccination records, we ask that all pets are up to date on core vaccinations appropriate for their age and health.

By booking, owners confirm their pet is current on vaccinations.

Please disclose any medical conditions, injuries, or recent illnesses prior to your appointment.

Flea & Tick Policy

If fleas or ticks are discovered:

  • We will contact you immediately
  • We offer flea/tick treatment and removal for an additional $15

If treatment is declined and infestation is severe, we reserve the right to stop the groom to protect the health and safety of our environment.

Matting & Coat Condition

Severely matted coats can cause pain and skin damage.

  • Shave-downs may be necessary for humane removal
  • Mat removal may cause skin irritation or reveal pre-existing conditions
  • Additional dematting fees may apply at our discretion

If your requested style is not possible due to matting, we will contact you prior to proceeding. In some cases, going shorter than originally requested is the only safe option.

If a pet cannot safely tolerate dematting, the groom may be modified or ended for safety.

Senior Pets & Health Considerations

Senior pets and pets with medical conditions may require adjustments.

  • Grooming sessions may be shortened
  • Services may be modified for comfort
  • Perfection is secondary to safety and well-being

Please disclose your pet’s age and any health concerns when booking.

Behavior & Temperament Policy

Safety always comes first.

  • We reserve the right to refuse or discontinue service at any point due to aggression or unsafe behavior.
  • A muzzle may be used if necessary for safety.
  • Additional handling fees may apply when extra time or support is required.

If you prefer that a muzzle not be used or do not want certain services completed, please inform us beforehand. Owners acknowledge that portions of the groom may remain incomplete depending on behavior.

Grooming Risks

We take every precaution to prevent incidents. However, grooming involves sharp tools and moving animals, and minor accidents can occasionally occur.

Possible risks include:

  • Small nicks or clipper irritation
  • Nail quicking
  • Skin irritation from mat removal

By booking, owners acknowledge these inherent grooming risks.

Emergency Veterinary Care

In the event of a medical emergency:

  • We will attempt to contact you immediately.
  • If urgent care is required and we cannot reach you, we may seek veterinary treatment on your behalf.
  • The owner is responsible for all veterinary expenses incurred.

Owner Agreement & Consent

By scheduling an appointment with Twin Tails Golden Grooming, you acknowledge that you have read, understand, and agree to all policies outlined above.

You confirm that:

  • Your pet is healthy enough to be groomed
  • Your pet is up to date on vaccinations
  • You accept the risks associated with grooming
  • You agree to all scheduling, payment, and safety policies

These policies allow us to provide safe, compassionate, and professional care to every pet entrusted to us.

We are truly grateful for your trust and support of our small business.