Policies & Procedures
Please note: By booking online you are agreeing to our policies and procedures.
You are responsible for reading this contract. Our policies are designed to ensure efficiency, quality and outstanding service to all clients of Two Poodle Grooming and we take them very seriously. We aim to prevent as much stress as possible for all parties involved. Every client is required to agree to and sign this agreement prior to receiving grooming services.
Business stuff aside, we really love what we do and although these policies may seem detailed and firm, they enable us to achieve maximum performance at all times.
For the safety of your pet and the quality of your groom, Please DO NOT DISTURB the stylist during the grooming process. Please call or text us to communicate anything needed after the grooming process has begun. We use a variety of sharp tools that can harm a distracted or overexcited pet. Two Poodle Grooming will not be held responsible for accidents caused by owners distraction during grooming. Should you disturb the grooming process and we are not able to calm your pet down in a timely manner, we will return your pet, groom incomplete for their safety, and we will charge you the full price of the groom. If you are not completely satisfied with our services, please contact us within 24 hours of the appointment, and we will do our best to resolve your concerns or needs.
As a family-owned company, we rely on each and every appointment to stay in business and provide for our family. Keeping all appointments ensures we can grow our company to provide better care for both your family and ours. All scheduled appointments are financially accounted for in advance allowing for company growth and continuing education costs. We require 48 hours cancelation/reschedule notice otherwise a fee of $25.00 will apply. This also applies to no-shows. Two missed appointments, will require an the next appointment to be paid for at the time of booking.
All pets must be vaccinated. Please consult your veterinarian regarding your pet’s vaccination schedule. Be prepared to show proof of vaccination. Two Poodle Grooming strongly recommends your pet be vaccinated against all infectious conditions including Distemper, Bordetella, Parainfluenza and Parvovirus.
FLEA & TICK POLICY
It is your responsibility to protect your pets from fleas. When you treat your pet for fleas ensure you are administering the correct dose as underdosing will expose them to flea infestation.
Two Poodle Grooming strives to be a flea-free salon. If fleas are found on your pet, they will be given a flea bath. The salon will be closed and decontaminated with a flea bomb and all towels and bedding in the salon laundered. This is an additional $50.00 charge on top of the groom. So please ensure your pet is treated BEFORE you bring them to our salon.
MATTED/TANGLED/UNMAINTAINED COAT POLICY & FEES
It is your responsibility as a pet parent to select a hairstyle that is manageable for your abilities and lifestyle. If you are not able to or do not want to brush your pet, a short haircut is highly recommended. The well-being of your pet is first priority over vanity, and chronic matting/ tangling due to neglect will be removed for the safety and well being of the pet.
De-matting is charged in $5 increments and is based on time, product and difficulty of tangle removal. If your pet is severely matted, every effort is made to protect your pet's skin and coat while removing hair. The skin can become extremely sensitive and incur clipper marks, abrasions, rashes, nicks, itchiness, or redness.
Shaving extremely matted ears may encourage head shaking, potentially causing a hematoma, resulting in swelling of the ear leathers and possible bleeding. You, as the owner, agree to in no way hold Two Poodle Grooming responsible for any problems arising from grooming of your matted pet. Additional charges on top of regular grooming fees will apply.
PET HEALTH, TRAINING, BEHAVIOUR AND GERIATRIC/SPECIAL NEEDS PROCEDURES
Please understand that every attempt will be made to give your pets the safest and highest quality services possible. That being said, untrained, aggressive, hyper or elderly pets can be a danger to themselves and the stylist, and there is always risk involved in any activities involving live animals as they can be unpredictable/unmanageable for many reasons. It is the owner's responsibility to provide a healthy and cooperative pet. Pets must be able to stand up on their own during the grooming process. Pets that exhibit difficulty/reluctance to stand will be worked with on a case by case basis and will increase the cost of grooming as this causes extra work for the stylist and prolongs the grooming time.
Two Poodle Grooming recommends a 30-minute walk before grooming, as this will help relax your pet and ensure you get the maximum value out of your pets care. Should your pet cause excessive difficulty, there will be TLC charges added as struggling pets can cause additional strain on the stylist and often take much more time. We rate behavior on a 5-star scale that increases in $5 increments for each star of difficulty.
Aggressive/biting pets will not be accepted, though this is determined on a case by case basis. If we feel it is an issue we can safely work on, we are happy to rehabilitate a scared or stressed pet at the expense of the owner. It is our goal to teach pets to relax and love the grooming process.
Pets that exhibit extreme behaviors such as, but not limited to continuously struggling, biting, urinating or defecating during the grooming process may be returned to the owner unfinished at full price.
Pets that urinate/defecate more than once will incur a $10 sanitation charge as it takes more time and supply costs to complete the grooming process.
There is a minimum $20 charge for a pet bite breaking the skin, resulting in the immediate return of the pet, with the client being charged full price. Pet owners are responsible for any damages incurred by their pets. This includes, but is not limited to, damages to the grooming salon and/or stylist or supplies.
Pets may also suffer emotionally due to extreme hair removal, most commonly seen after a sanitary shave or complete shave-down due to extensive matting. Whether a pet is "matted" is at the sole determination of Two Poodle Grooming.
ONLINE REVIEWS & DISCREPANCY POLICY
If you have any issues with Two Poodle Grooming, we request that you bring them to our attention and allow us to attempt to offer a solution before submitting a negative review.
We are human, and mistakes can happen. We will do everything we can to remedy your issues. Negative reviews can have a drastic impact on small business, as can favourable reviews.
If you love the care we are providing, a positive review is an excellent way of letting us know we are doing a great job! You can leave a review on our Facebook page and while you are there feel free to like our page and follow us. Negative online reviews due to necessary changes are not allowed. All heavily matted pet cases will be documented.
No slander- ALL Two Poodle Grooming clients agree not to, in any way, slander or injure the business reputation or goodwill of the company.
Two Poodle Grooming Legal Release
I give full permission for the stylists of Two Poodle Grooming to perform services on my pets.
Two Poodle Grooming has my permission to do whatever is necessary for the well-being of my pet(s). Should Two Poodle Grooming determine, in its sole discretion, that veterinary care is warranted, I agree to pay all associated fees and costs.
If my pet's vet is not readily accessible, Two Poodle Grooming is authorized to use a vet of its choice (FAMILY PET VET – COROMANDEL VALLEY) in the event that I am not able to take my pet myself. In an emergency, Two Poodle Grooming has my permission to act as legal guardian of my pet and make decisions on my behalf if I am not able to be reached.
Two Poodle Grooming will not be held responsible or liable for clipper burns, minor nicks, or skin irritation resulting from grooming; nor will it be held accountable for stressful effects that grooming may cause on any pet, including but not limited to, geriatric pets, puppies, and pets with other special needs.
Two Poodle Grooming shall not be held liable for any after grooming effects of de-matting procedures or any problems uncovered on a badly matted or otherwise neglected coat, including but not limited to: itchiness, skin redness, or self-inflicted irritations/ abrasions from excessive rubbing/chewing or hematomas.
Photos and/or videos may be taken of my pet before, during, or after grooming for use on the Two Poodle Grooming website, Facebook, or any other marketing, advertising, or documentary purposes. Two Poodle Grooming holds exclusive rights to all photos. Two Poodle Grooming reserves the right to refuse to groom any pet for the health and safety of the stylist and/or the pet.
I authorize Two Poodle Grooming to use a soft muzzle if needed. Services may be discontinued or refused if Two Poodle Grooming determines that a pet presents an unsafe condition: such as, but not limited to, behavior issues, health problems, fleas or parasites.
I also agree to inform Two Poodle Grooming, prior to the grooming session, if my pet has ever bitten any human or another pet or has any aggressive tendencies whatsoever. I understand and agree that I will be held solely liable for any harm, injury, (to a person or other animal) or property/tool damage caused by my pet.
I agree that my pet has relieved itself prior to grooming. I affirm that I am the rightful legal owner of the pet for which services are rendered.
I have read, understand, and agree to the policies and procedures of as outlined in this agreement. I acknowledge the existence of and the need for rules and regulations governing the use of Two Poodle Grooming's services as laid out in this agreement. I acknowledge that I will adhere to the rules, regulations, policies, and procedures as presently in effect and as they may hereafter be modified, amended or supplemented. I understand that failure to do so may cause termination of my contract and I will be responsible for any and all fees associated with my inability to comply and shall pay all fee's due immediately.
I affirm that my pet is in good health and is up to date with all required vaccinations and flea and worming treatments.
I agree to pay for all costs for the grooming of my pet including, but not limited to, special handling requirements, de matting, and fees due for late arrival or missed appointments.
I agree to notify Two Poodle Grooming of a cancellation no later than 48 hours before the scheduled appointment. Emergencies will be considered on an individual basis, and I understand that there are still fees associated with canceling/rescheduling my appointment.
I agree to be on time and have my pet ready to be groomed within the 4-hour appointment window. If I am over 15 minutes late, I understand that I may be required to re-book the appointment and consequently be subject to rebooking/cancelation fees or being fully charged for my missed appointment.
I have read and understand my rights and obligations as written in this agreement and the policies and procedures.