Cancellation Policy

Cancellation By pet owners who booked a Gold or Silver Package

  1. Free Cancellation or Reschedule: You can cancel or reschedule your appointment at no charge if:

    1. The confirmation is pending for the groomer
    2. You cancel or reschedule before 6 pm the day before your appointment
    3. The confirmed groomer is no longer available.

  2. Cancellation and Rescheduling Fees: Applies depending on the notice you provide:

    1. 50% fee: If you cancel or reschedule after 6 pm the day before your appointment and the groomer is confirmed
    2. 75% fee: If you cancel when the groomer is on the way to your appointment
    3. No refund: If you cancel after the groomer arrives at your location

Cancellation By pet owners who booked an Eco Package

  1. Free Cancellation or Reschedule: You can cancel or reschedule your appointment at no charge if the confirmation is pending for the groomer or the confirmed groomer is no longer available.

  2. Cancellation and Rescheduling:

    1. ECO is a non-refundable package

Cancellation By Groomers for any package at any time before arrival

We understand that things come up! If your groomer cancels your appointment, you can reschedule for a different date at no additional cost or cancel entirely with a full refund.

Appointment Timing:

  • We strive to be on time! However, unexpected delays can happen. We'll notify you of any delays and offer you the option to reschedule at no charge.

  • We appreciate your flexibility! Please allow a 30-minute window around your appointment time.

Client Responsibilities:

  • Have your pet ready! Please be prepared to bring your pet out or let the groomer in within 10 minutes of arrival notification. If your appointment is in-home, have towels, a sink, and a vacuum available.

  • Communicate pet issues! If your pet has behavioral concerns, health issues, or matting, please disclose them beforehand.

Client Responsibilities:

  • Pet safety first! If the groomer determines your pet is not suitable for grooming due to aggression, anxiety, illness, etc., a full refund will not be issued due to travel time and lost appointment opportunities. We recommend discussing any concerns beforehand.

Incomplete Grooms:

  • We want your pet to look its best! If the groom cannot be completed due to unforeseen circumstances, we'll work with you to reschedule or offer a partial refund (depending on the situation).

Disputes:

  • We value your feedback! Please report any concerns within 48 hours of the appointment via our app. Under your appointment details, you can press on “Get Help” and create a ticket.