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Groomer Cancellation
Any time a groomer cancels you will be able to cancel or reschedule your appointment at no additional cost to you.
Groomer Not confirmed
Anytime a groomer is not confirmed, you will be able to reschedule or cancel at no cost.
Eco Package Cancellation By Customer
Before the groomer is confirmed, there will be no cost for canceling at any time.
After the groomer is confirmed, canceling an Eco package is subject to no refund of the prepaid amount for your appointment. There are no extra cancellation fees, only the appointment total, which was prepaid.
Gold or Silver Package Cancellation By Customer
Before the groomer is confirmed, there will be no cost for canceling at any time.
There will be no fee incurred if the customer cancels the appointment before 6 PM the day before their service date.
There will be a 50% fee based on the appointment subtotal, which will be incurred if the customer cancels the appointment after 6 PM the day before their service date.
There will be a 75% fee based on the appointment subtotal, which will be incurred if the customer cancels the appointment after the groomer is on the way for your scheduled appointment.
There will be a full charge based on the appointment subtotal, which will be incurred if the customer cancels the appointment after the groomer arrives for your scheduled appointment.
Rescheduling when the groomer is on the way By Customer
After the groomer is on the way or has arrived, there is no rescheduling available. Customers are only allowed to cancel with a fee.
Eco Package Rescheduling by Customer
The Eco package does not offer rescheduling of any kind unless the groomer has canceled the appointment. In that case, customers can only reschedule their appointment to be 7 days ahead of their original booking date at no extra charge.
Gold or Silver Package Rescheduling by Customer
Customers are allowed to reschedule their appointment before 6 PM the day before their service date at no cost for Gold or Silver appointments.
Customers are allowed to reschedule their appointment after 6 PM the day before your service date at a 50% fee of the appointment subtotal amount for Gold & Silver appointments.
Groomer Timeliness
It is the company’s responsibility to provide customers with a high-quality experience. This includes groomers being on time for their appointments. If groomers are late for their appointment, customers will be notified about delays and if customers are not satisfied, customers will be able to reach out about their concerns after their appointment is complete. As an on-demand service provider, Groomit is proud to provide Groomers wherever our Clients are. This may incur various logistical challenges as Groomers may be traveling by mobile van, personal transportation, rideshare, and/or public transportation. Please allow for a 30-minute window period of your requested time. We understand that delays can happen, so budget time for you to bring your pet out/let our Groomer in. We pledge that our Groomers will do their best to arrive as close to the requested time frame as possible & ask for You to do your part in helping them stay on time.
The client has a 10-minute period from when the Arrival notification is sent to bring their pet out/let the Groomer in. After 10 minutes, Groomer runs the risk of being late to future appointments so it is up to their discretion whether to stay or leave. If the Groomer has to leave, the Client is responsible for full appointment charges. If the Groomer is late past the 30-minute window and has not been in communication regarding arrival time, the Client has the option to reschedule at no charge. If the Groomer is On The Way, has updated the Client with a tardy arrival time, and the Client has accepted to wait (or does not respond), the Client accepts the updated time(s) as the new appointment time(s) and forfeits ability to reschedule without a fee - all cancellation/rescheduling penalties apply. While our Groomers do their best to arrive on time, factors such as traffic, pet behaviors, and undisclosed issues like mats, fleas, and skin conditions can cause a groomer to fall behind in their schedule. We appreciate your understanding in this matter. If you agree to continue your appointment and the Groomer is running late, the 10-minute period still applies. Note: We are working hard to accommodate everyone, even when they surprise us with important details about their pets the day of; please note that these factors may result in some appointments having to be rescheduled so that we can provide every pet with the best services. Grooming a pet is physical labor & involves the use of very sharp tools. If a Groomer falls behind in their work for the day, sometimes the safest thing to do is to reschedule so that they may come to your pet fresh & alert. We understand the inconvenience this may pose but your pet and our Groomer’s safety is our most important priority.
Non-Groomable Pets
If the Groomer arrives at your location and the pet is seen as non-groomable or is hiding, you will be fully charged for the appointment due to the groomer’s travel expenses and loss of time in which they could have scheduled another appointment. A pet who is determined to be non-groomable is described as one that, upon arrival, Groomer evaluates as any solo or combination of the following. Please note that this is not a comprehensive or exclusive list and is subject to each Groomer’s skillset and judgment.
Too aggressive
Overly anxious
Sick or sickly in appearance
Visibly too old and frail to withstand a full grooming session
Unable to be handled by their owner or person in the home
Has certain skin conditions including but not limited to lesions, mange, parasites, rashes, and open wounds
Undisclosed heart or breathing conditions
Mats so tight to certain areas that they must be taken care of by a veterinarian to remove via sedation safely
Unvaccinated or expired vaccination
If a Groomer decides to proceed with grooming despite these factors or only judges a pet to be non-groomable after the grooming process has begun, you will still be charged for the aforementioned reasons as well as for the effort and risk the pet has posed to the Groomer’s health and safety as well as to pets they will see in future appointments and for the additional deep cleaning and sanitization that may be required as a result. Partial refunds may be given on a case-by-case basis for ancillary services that were unable to be attempted. Grooming can be a stressful process for some pets and they can get overly worked up where they can pose a safety hazard to themselves by writhing, straining, thrashing, and making erratic movements, as well as an increase in high heart blood pressure and breathing rates. Should any of these be a factor, the grooming process must be stopped for the day and veterinary attention is advised prior to another grooming session to be attempted. While we want every pet to look their best, their health and safety are our number one priority. Should a pet be deemed as non-groomable, Groomit reserves the right to require a letter of clearance from their veterinarian to have another groom attempted. If grooming has to be terminated due to a pet’s fatigue, stress, or other health conditions, subject to the Groomer’s discretion and availability, a reattempt may be possible for an additional fee ($50 for in-home service, $70 mobile service). We realize it may seem counterintuitive to be charged an additional fee for an incomplete job but we must take into consideration that these are circumstances beyond the Groomer’s control & travel expenses and lost appointment opportunities are still a factor. Our Groomers will do whatever they can to make your pet’s grooming go as smoothly as possible the first and second time around if required. If, after two attempts, the groomer cannot safely complete the groom in these scenarios, a letter of clearance from your veterinarian must be provided before another groom can be scheduled for your pet. Reattempts at grooming must be scheduled within 1 week of the original appointment, or else a full, new appointment & corresponding fees will apply. Groomers assigned to reattempts (if other than the original Groomer) are made aware of the situation and, in accepting the appointment, agree that they are willing, capable, and trained to handle the particular circumstance.
Aggressive Pets
If the Client is aware that Pet has a history of aggression, they are required to disclose that in the temperament section at the time of requesting an appointment. Failure to do so may result in the appointment having to be rescheduled with another Groomer and full charges applied. While some pets may be perfect angels at home, their temperament on the grooming table may be very different. Some pets can be very dramatic and cry, which is not indicative that they are being mistreated. There are some breeds that have specific traits when it comes to how they react to grooming. If you have never been around your pet getting groomed before, please ask your Groomer about their experience with your breed. Please note that:
Safety of the pet & groomer is our top priority; however, there is a chance of either getting harmed. Should your pet display aggressive behavior towards our groomers, we will make all attempts to finish grooming your pet to the best of our ability. However, you should take into consideration that grooming a pet with aggressive behavior may not have the same quality groom as a pet with better cooperation, which can include but are not limited to uneven patches of fur, razor lines, knicks in the skin, not all nails being clipped, nails having to be ground instead of clipped for an additional fee, nails being clipped instead being ground, hair being left in ears, teeth not being brushed, etc.
This can also result in the cessation of the grooming process altogether. While we do our best to pair aggressive pets with Groomers who are experienced in handling them effectively, pet temperaments can change day to day, from person to person, and be agitated from past veterinary or grooming experiences, including at-home grooming attempts. Please be advised that should a pet exhibit aggression beyond the Groomer’s comfort level, the Groomer is authorized to cease the procedure altogether for both their and the pet’s safety.
Grooming can be a stressful process for some pets, and they can get overly worked up to where they can pose a safety hazard to themselves by writhing, straining, thrashing, and making erratic movements. An increase in high heart, blood pressure, and breathing rates may occur as well. Should any of these be a factor, the grooming process must be stopped for the day and veterinary attention is advised prior to another grooming session to be attempted. While we want every pet to look their best, their health and safety are our number one priority. Should a pet be deemed as non-groomable, Groomit reserves the right to require a letter of clearance from their veterinarian to have another groom attempted.
We Value our Customers
We Value the time our customers dedicate to getting their pet groomed and booking with our professional groomers.
Disputes
Groomers have a specific checklist for every appointment to ensure everything requested for your Pet has been done. However, sometimes circumstances require that they must do their grooms in a different order than they normally do and sometimes certain aspects may be overlooked. All disputes over incomplete or dissatisfied grooms must be made within 48 hours of the completed appointment. Any veterinary expenses or insurance claims must be submitted to Customer Support within 2 weeks of the incident in order for Groomit to take into consideration but the initial complaint/notice must be filed within the first 48 hours of the incident. All veterinary expenses for emergencies must show that the Pet was seen within 48 hours of the grooming emergency.