Please Review Our Pet Grooming Policies and Procedures

Happy Paws - Policies and Procedures

These are the policies put in place to prioritize your pet's safety and ensure transparency between Happy Paws and our pet parents. We strive to maintain professional and efficient business operations and provide a wonderful experience for you and your pets. Please review the following guidelines before scheduling an appointment:

Appointment Scheduling:

We are open 4-5 days a week. Monday, Tuesday, Thursday Friday and some Saturdays. Holiday hours vary but we are always closed on New Year’s Day, July 4th, Thanksgiving, Christmas Eve and Christmas Day. 

We strongly encourage clients to set up recurring appointments. Otherwise, there may be a wait of 2-8 weeks for appointments, especially during the holiday season when demand is high. 

Appointment Communication:

After an appointment is booked, pet parents will receive a link to the intake form, this must be filled out immediately to insure you keep your appointment spot. Included in this is our service agreement and credit card submission. If you do not complete the form your appointment will be canceled.

We then send a reminder 3 days prior to your appointment and also the day before and the day of.

On the day of your appointment, you are expected to arrive ON TIME but no more than 5 mins early and no more than 5 mins late, we schedule our duties around drop off times and this ensures we are at a good stopping point when we need to focus on getting your pet checked in.

Due to the nature of our work, which involves hands-on care, texting with existing clients is the most efficient mode of communication. We aim to respond to texts as quickly as we can. 

Pricing and Payment: 

Pricing varies depending on factors such as your dog's breed, coat condition, behavior, health and the products and services required. 

Clients understand that pricing is subject to change due to factors like inflation and adjustments to the grooming schedule, mental state, medical condition or coat condition of your pet. We will always inform clients of any price changes as soon as we notice they are necessary, this will generally be done by text and if you need to reply we will allow 5 mins before proceeding with what your pet needs. 

We accept Cash, or Credit Card as forms of payment. We do offer online payment to make pick up easier.

To secure your appointment we do require a valid credit card to be on file, even if you will be paying by a different method. 

Payment is due in full on the day of service. 

While tips are not required, they are greatly appreciated. 

We can provide an invoice if needed via email or text

No Shows, Last Minute Cancellations and Tardiness: 

If you need to reschedule or cancel an appointment, please notify us at least 24 hours in advance. 

For cancellations with less than 24 hours notice or in case of a no-show, a fee of 100% of your appointment cost may be applied. 

(A no-show occurs if you do not arrive within 15 minutes of your scheduled appointment time.)

When WE Reschedule:

There might be times when we will need to reschedule your appointment to another day or time. This only occurs when we have inclement weather that is not safe for us to be operating in, or if a groomer becomes ill or has a family emergency. We are aware that this can create an inconvenience in your life and ask that you allow us the opportunity to make it right for you. 

Canine Handling:

We will ONLY use a slip lead and grooming loop to walk, control and secure your dog. 

We will NOT use your dog’s leash, collar, or harness as these tools are not always secure or appropriate in controlling a dog. This is state law. Please remove these items and take with you, or hang on the hooks provided, Happy paws is not responsible for leashes and collars left behind.

Muzzles may be used if necessary as a safety precaution for both dog and groomer. We do our best not to use muzzles, but if we feel it is necessary there will be an extra fee of $40. 

Feline Handling;

All cats must be in a carrier that is fully secure. No broken zippers etc will be accepted. Cat appointments take place in the afternoon only after most of the dogs have gone home for the day. We require the pet parent to wait in the plaza or parking lot as cat appointments are generally 45 mins or less and they are always READY to go home as soon as they are finished.

Owner Interruptions:

Our goal is to have a focused session for your pet and the groomer. For insurance and safety reasons, owners are not permitted past the front gate. In order for us to provide your pet with a safe and positive experience, it is imperative that our work is not interfered with. There is no need for owners to be involved or assist in the grooming process. This is especially true if your pet is acting up, being stubborn, or struggling with confidence while in our care. In order for us to help your pet work through their fear and keep them safe, we need their full attention on us. Codling your pet, giving them treats, and baby talking to them when they are anxious will only reinforce and reward their unwanted behavior. It can also give them confusing mixed signals about what they are being asked to do. A calm and quiet environment is what creates a calm pet. We kindly ask that you remain outside the building and out of your pet’s range of sight and hearing for the entire grooming process. This includes coming inside to talk to the groomer or to "check on" your pet. If a pet sees or hears their owner, they can become highly excitable, anxious and uncooperative. A pet that is acting up in an environment with sharp tools can lead to them getting hurt, people getting hurt and broken equipment. This makes the grooming process nearly impossible to continue in a safe and timely manner. If you would like real time updates on how your pet is doing, we are happy to send photos or updates upon request. If you insist on interrupting or  creating distractions during your pet's appointment, we will stop the grooming process, even if we are not finished, and you will be charged for the full service. 

Matted Dogs and dogs with impacted undercoat:

Added fees for mat removal: When you arrive for your appointment, we will conduct an initial evaluation of your pet's coat condition before grooming. If we find that they have mats that need to be shaved off, we will advise you of our intentions to shave the hair before going forward. You will then have the option to refuse service, however a 50% cancellation fee for the lost appointment spot will be charged to your card on file. If you accept the appointment, you will be charged an additional $2 per minute of mat removal, with a minimum of $30. If we conclude that dematting your pet will knowingly cause duress, pain, extensive time, or injury to your pet, we will do a start over groom, which may involve shaving the coat.

Impacted hair is similar to matted hair. This is caused by an undercoat that was unable to shed properly and can lead to any of the things listed below as well. The minimum fee for impacted undercoat is $15 and is charged in 15 min increments at $15 per $15 mins.

After effects of mat and impacted undercoat;

Despite it being the most humane option, and no matter how careful and experienced your groomer is, shaving out mats or removing impacted coats can pose safety risks. Because pets with mats or tightly impacted hair are already in pain, they do not want to be touched. So they are rarely compliant in standing still while sharp objects are being used around them. It is rare, however accidents can happen. After-effects of mat/impacted undercoat removal can include itchiness, redness, self-inflicted irritations, abrasions, hematomas or failure of hair to regrow. Mats cut off circulation and Removing the mats can also expose bruises, infections, and wounds that were caused from the mats themselves. In some cases, pets may also exhibit brief behavioral changes after mats have been shaved out. Owners are responsible for any veterinary care caused from the mats themselves and/or from mat removal. 

Parasite & Pathogen Protocols:

To ensure the safety and health of all of our clients and us, we strive to be a parasite and pathogen-free environment. If your pet has any external or internal parasites such as fleas, ticks, lice, mange mites or worms, please notify us so we can take the proper precautions to prevent their spread. 

As required by law, your pet must be current with the rabies vaccination, as it states in our service agreement, which all pet parents sign prior to the appointment being confirmed. 

Pet Behavior and Medical Disclaimers:

Aggressive Pets: Please notify us before your pet's appointment if they have a history of being turned away from another groomer for out of control or aggressive behavior, or if they have ever shown signs of aggression such as growling, scratching, snarling or biting. The terms "nipping, snapping, or being mouthy" are still defined as biting. Letting us know ahead of your pet's appointment, helps us prepare and adjust our methods in an effort to prevent accidents from happening. If you withhold this information and your pet does bite us as a result, you will be held liable. If we sustain a bite or injury, especially to our hands or arms, it can be career ending for us. We do not accept pets that exhibit idiopathic aggression (sudden and severe outbursts with little to no warning or reason). We recommend pets with idiopathic aggression be groomed under anesthesia of a licensed veterinarian. 

Pets with Anxiety/Lack of Training/Other Behavior Problems:

Please notify us before your pet's appointment if they have any behavior problems. Examples include; anxiety when left on their own or in a new/unfamiliar environment, fear of loud noises, fear of water, alligator rolling when being lead on a leash/having something around their neck, or screaming and thrashing when certain areas of their body are touched (such as their feet or rear end). If a pet has not already been trained to be calm, comfortable and cooperative, they may not be able to handle the grooming process yet. They may not initially understand it, and will find the tools, process, and sensations difficult, frightening, overwhelming, or even threatening. Behavior problems are safety problems. If an unpredictable or out of control pet is placed in an environment with sharp tools, it can lead to them getting hurt, people getting hurt, and broken equipment. Injuries that misbehaving pets could inflict upon themselves include; cuts and scrapes from slamming into clippers or shears, quicked nails from thrashing around during nail clipping, blown out blood vessels in the eyes or tracheal injuries from straining against the grooming loop, joint sprains from violently jumping around, or damage to their mouths from biting at brushes, clippers or shears. We do not want any of these things to happen to your pet. Therefore we will not force them to endure anything past their personal limitations. Sometimes that means not completing the full grooming service. The first handful of appointments may have to be devoted to addressing their behavior issues - teaching them to trust us, the techniques, tools, and stimuli of grooming - before they can be ready to have a complete groom. This ensures that every grooming appointment going forward, for the rest of their life, can be safe and complete. We would absolutely love to provide each pet with a complete groom, however ensuring they are safe and set up for success needs to happen first. Otherwise, forcing pets beyond what they can handle does not help them feel comfortable for their next appointment. It will instead make their behavior problems significantly worse and unsafe. It's better to have a few unfinished grooming appointments, than an injured or traumatized pet. 

There are no "quick fixes" for behavior problems. It takes time, patience, training, repetition and reassurance. Owners also need to work with their pets at home by rewarding calm behavior, teaching self control, and positively exposing them to a large variety of stimuli (such as loud noises, different people, textures, being touched all over their body with different objects, experiencing fun situations and environments outside their home, etc.). This will not only help pets with their grooming appointments, but with their vet appointments, medical emergencies, behavior around others, and life in general. Pets that are taught that they do not have to fear the unknown, can control their emotions/reactions, and can be patient are pets that will always feel safe, happy and confident in themselves. Depending on the severity of your pet’s behavior there may be a special handling fee added to the appointment. 

Geriatric Dogs and Dogs with Health Conditions:

Please notify us before your pet's appointment of any pre-existing health conditions that might make them uncomfortable, risk injury, symptoms, or risk death during their grooming process. Such conditions can be and are not limited to; a history of seizures, allergies, respiratory conditions, heart conditions, blindness, deafness, difficulty standing or walking, cancer, active infections, arthritis, matted coat, diabetes, abscesses, incontinence, dietary restrictions, recent surgeries, open wounds, lumps and bumps, hypothyroidism, lupus, leukemia, lymphoma, dementia, bone deformities or diseases, or damaged muscles, ligaments, tendons, or nerves. 

Older pets especially may require longer appointments so they can have frequent breaks from standing. If your pet's medical condition is too advanced, limiting, or risky, we may have to decline service. Your pet's health and well being is more important than its vanity. Any grooming which takes place on a pet with a pre-existing health condition is conducted at the owner's risk. In the event of a medical emergency during grooming, clients are to seek medical treatment from the nearest veterinarian and release Happy Paws from any liability. 

**All medical expenses that may incur during and after grooming - including from the pet being matted, senior, having pre-existing conditions, or unforeseeable conditions - will be the sole responsibility of the owner. In the event your pet becomes too stressed, dangerous, or unwell during their grooming appointment, we will cease service and you will be charged for what was done up until that point. 

Tranquilizers:

We will not administer any tranquilizers to your pet. Please let us know before grooming if you or your vet has administered any tranquilizers. 

Photography:

Clients release authorization to Happy Paws to take photos of their pet(s) for client files, business website, and social media pages. All photos taken are the property Happy Paws. Client's personal information will not be shared or sold. 

Satisfaction;

We always try to capture what our pet parents envision for their pets style, sometimes we miss the mark, if there is something you would like to do differently please let us know at pick up so we can fix it right away, or make notes for next time. 

No Tolerance Disclaimer:

Each and every one of our clients is deeply appreciated by us. You are what keeps us doing what we love to do - caring for pets! We work extremely hard to ensure your pet's well being is at the forefront of every decision we make. Additionally, striving to remedy any mistakes or clear up misconceptions. If you have a concern, are unsure of the reasoning behind something we are doing, or have a special request, please communicate it to us. Please do so with composure and grace. It costs nothing to be kind. We are always happy to accommodate your needs - as long as they do not sacrifice efficiency, quality, or the safety of either your pet or us. However, please understand that we have a zero tolerance policy for rudeness, entitlement, aggressive demands, blatant accusations, bullying and belittling. We will immediately fire and block a client who feels the need to treat anyone employed with Happy Paws with less than basic respect. 

We reserve the right to refuse service to anyone, for any reason, and at anytime.