1. Appointment & Booking Policy

• All grooming services are by appointment only.

• A valid phone number and emergency contact are required at booking.

• New clients may be required to complete a Client Information & Pet Profile Form before their first appointment.

• We recommend pre-booking your next appointment to maintain coat health and secure preferred time slots.

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2. Cancellation & No-Show Policy

• We require 24 hours notice for cancellations or rescheduling.

• Cancellations with less than the required24 hour notice may incur a cancellation fee (50% of service cost).

• No-shows may be charged 100% of the scheduled service.

• Repeated missed appointments may require prepayment to book future visits.

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3. Late Arrival Policy

• Clients arriving more than 15 minutes late may need to reschedule.

• Late arrivals may result in a modified groom to accommodate scheduling.

• Full-service fees may still apply.

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4. Vaccination Requirements

For the safety of all pets:

• Dogs must be current on Rabies vaccination (required by law) and Distemper/Parvo (DHPP).

• ​We strongly recommend:​

  • Bordetella (Kennel Cough)

• Proof of vaccination may be required prior to service.

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5. Health & Medical Policy

• Owners must disclose any medical conditions, allergies, injuries, or behavioral concerns.

• Senior pets or pets with medical conditions will be groomed with extra care; however, grooming may pose additional risks.

  • Senior dogs or other pups needing extra support during grooming may require an additional fee to cover the time and care needed for their comfort and safety.​

• If a pet becomes ill during the grooming process, we will:

  • Contact the owner immediately.

  • Seek veterinary care if necessary (owner responsible for veterinary costs).

• If a pet is injured at fault of the groomer, we will:

  • Contact the owner immediately.​

  • Seek veterinary care if necessary (Paws and Relax will be responsible for veterinary costs).

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6. Aggressive or Difficult Behavior Policy

• Owners must inform us of any history of biting or aggression.

• We reserve the right to refuse or stop service if a dog poses a danger to staff or itself.

• Additional handling fees may apply for aggressive or extremely anxious dogs.

• Severe matting that causes stress may require shortened sessions or referral to a veterinarian for sedation grooming.

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7. Matting Policy

• Severely matted coats may require shaving for humane reasons.

• De-matting may cause:

  • Skin irritation

  • Nicks or cuts

  • Post-groom itchiness

• Additional de-matting fees will apply based on severity and time required.

• Owners must sign a Matted Coat Release Form when applicable.

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8. Flea & Parasite Policy

• If fleas are found during grooming:

  • A mandatory flea bath will be performed.

  • Additional charges will apply.​

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9. Pricing Policy

• Prices vary based on:

  • Breed

  • Coat condition

  • Size

  • Behavior

  • Time required

• Final pricing may be adjusted after physical assessment.

• Payment is due at time of pick-up.

• Accepted payment methods: Apple Pay, Cash, Zelle

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10. Pick-Up Policy

• Owners will be notified when grooming is complete.

• Pets must be picked up within 1 hour of notification.

• Late pick-ups may incur a boarding/daycare fee.

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11. Satisfaction Policy

• If you are not satisfied, notify us within 24 hours.

• We will gladly make reasonable adjustments at no additional charge.

• Refunds are not typically provided once services are completed.

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12. Photography & Social Media Policy

• We may take before-and-after photos of pets for:

  • Social media

  • Website

  • Marketing materials

• Owners may opt out in writing.

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13. Emergency Policy

• In case of emergency, we will:

  • Contact you immediately.

  • Transport your pet to the nearest veterinary clinic if needed.

• Owners are financially responsible for emergency veterinary treatment.