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Salon Policies and Procedures
Your pet is very important to us. We will make every effort possible to make your pet's grooming experience a safe and comfortable visit. Safety comes first during the grooming process, people and pets combined. For that reason, we have policies and procedures in place that we require all of our clients to read and understand.
Vaccinations
All dogs must have up to date vaccination records on file for the following.
- Rabies -
- Distemper / Parvo -
- Bordetella -
You may either bring in a copy of records or email a copy to us at upstategrooming@gmail.com
Cancellations
Please provide a minimum of 24-hour cancellation/rescheduling notice. Failure to do so will result in a charge equal to 50% of the reserved service amount. We provide a 72 hour courtesy text message reminder in advance for your convenience. We do understand that “life happens” and all fees will be at groomers discretion to the circumstances.
No-Show
No shows or cancellations on the day of grooming appointment will be charged 50% of the reserved service amount. Clients who have previous infractions will be asked to pre-pay their future appointments in full. In order to rebook with us all fees must be paid in full.
Late Arrival
Late arrival is considered more than 15 minutes after your scheduled appointment time. We make it a priority to best serve all our clients. Putting the groomers behind affects all consequent appointments for the day. Late arrivals are up to the groomer's discretion on whether or not you will still be serviced that day.
Health or Medical Problems & Senior Pets
Grooming has the ability to expose hidden medical problems or aggravate current ones. This can happen during or after grooming. Groomers will inform owners of any issues exposed during the grooming session. Medical expenses for vet care due to these issues will be covered by the owner after reading and understanding these policies.
Because senior dogs and dogs with health problems have a greater risk of injury, these dogs will be groomed for cleanliness and comfort as we will not compromise any dog’s health and/or well-being to achieve “the perfect groom”. The pet owner must advise us of any medical, physical, or emotional issues; allergies, sensitivities, or preexisting conditions. These conditions may include, but are not limited to; prior surgeries, hip and/or joint issues, arthritis, history of seizures,warts, moles, ear infections, skin problems, etc.
Accidents
Although we use extreme care and accidents are very rare, there is a risk when dealing with animals. Grooming equipment is sharp, and potential problems could occur including cuts, nicks, scratches, quicking of nails, etc. In the event that an accident does occur, you will be notified. If Upstate Grooming feels that the injury is serious, and the owner is not on-site, we will seek immediate veterinary care for your pet. Upstate Grooming will cover any charges due to the fault of our staff. However, if a pre-existing condition is worsened or aggravated during our treatment, we will not be responsible for charges. This release gives Upstate Grooming full authorization to seek medical treatment from the nearest vet in the case of any medical emergencies while in our care.
Completion Time
Every effort will be made to keep our scheduled grooms running smoothly. A typical groom can be completed in 2 to 4 hours from the time of your appointment. If your pet has behavior issues or skin and coat problems you may be looking at a longer period of time. We will call you approximately 20-30 minutes before your pet is finished.
Early Drop Offs and Late Pick Ups
If a pet is dropped off early or picked up late, this increases the number of pets in our care. We strive to maintain a calm and safe grooming environment at all times and overcrowding can cause excess stress to some pets. More pets also mean it is harder to monitor all the pets in our care for their happiness and safety. Fewer pets in the salon equates to more attention for your pup. If a pet is dropped off more than 30 minutes before their appointment time or left longer than 45 minutes after their pick up time, a $10 fee per dog will be added to their groom. More than one hour outside of a drop off or pick up time will incur another $10/hr. Our salon opens at 9AM. Pets cannot be dropped off earlier than opening hours.
Cease Service
If a service cannot be completed on a pet for any reason, the client will still be charged for any completed services performed. Example: A pet becomes sick during the hair cut and must be sent home, but was washed, dried, brushed, and had its nails trimmed. The client will be charged for a bath service but not a full groom.
Refusal of Service
Upstate Grooming holds the right to refuse services at any point during the grooming process. If your pup becomes too stressed or becomes dangerous to groom we will stop grooming services immediately. Our main focus is to keep pets and groomers safe. The client will be charged a grooming fee at the groomers discretion.
Satisfaction
If you find yourself dissatisfied with your dog's haircut for any reason, please don't hesitate to reach out to us within 48 hours of the appointment. We are committed to addressing any concerns you may have, and will work diligently to rectify the situation. We understand that miscommunications can occasionally occur during the check-in process, and will strive to make it right. Be sure to call us within 48 hours, after this window all return visits will be treated as a new appointment and will be charged accordingly.
Matted Pups
Dogs with severely matted coats require a significant amount of extra attention. Mats cause the coat to grow tight and pull on/damage the skin. It can restrict blood flow and be a breeding ground for parasites unseen to the naked eye. Upstate Grooming will not cause unnecessary stress to your pup by trying to “de-mat” them. Severe matting can only be humanely removed by shaving the pet. Removing a severely matted coat holds its own list of potential issues including nicks, cuts, scrapes, hematomas, etc. Moisture can be trapped under matting as well revealing an abundance of skin problems. In some severe cases, dogs can even exhibit behavioral changes after removal. Prevention is the best defense against matting, regular appointments every 6-8 weeks and daily brushing. If your pet needs to be shaved due to extreme matting by agreeing to these policies you acknowledge the risks associated with this process. There will be an additional fee for severe matting - it is a time consuming process and causes extra wear and tear on grooming equipment.
We will always communicate with customers prior to shaving.