Policies and fees
cancellation policy
Our time (and yours!) is valuable to us. We set aside time for each pet to have their service completed in a timely manner. If a pet misses an appointment with little to no notice, then we aren't able to fill that time with another pet who could use our love and attention.
You must notify us the day before your appointment if you wont be able to make it.
Any appointments that are missed or cancelled without proper notification will result in a $20 fee added to that client’s account, which must be paid at or before the next service. After 3 consecutive violations that client will be required to prepay for their service to book another appointment.
There are certainly exceptions to this policy, because we understand that things happen. You get sick, your car breaks down, you have a family emergency. We may chose to waive this fee at our discretion.
Additional Fees
The following fees may be added to any service as they apply. We will always communicate with you if any of these are necessary. We do our best to make sure your pets get all the special attention they need, but sometimes that means an increased cost to ensure any extra time is properly compensated.
Dematting
$10 per 15 minutes
This fee applies to dogs whose coats have tangles or mats that are able to be brushed out of the coat, but will take extra time and effort beyond the norm to remove from the coat.
excessive matting
$15 - $40
Excessive matting means that your pet's coat is severely matted and will require shaving. Removing a matted coat is an intensive process, and also causes more wear and tear on equipment. Price depends on severity and amount of coat being removed.
LATE DROP OFF
$15
We may accept pets brought in late for their appointment up to 30 minutes late at our discretion. Pets accepted more than 15 minutes after their appointment time are considered a late drop off and this fee will apply.
Late Pick Up
$15
If your pet is with us for more than 2 hours after the service is completed, this fee will be applied. We are a small-volume salon and have limited space for keeping pets, and also prefer not to keep your pet confined for any longer than is necessary. Pets not picked before 5pm will incur an additional $5 fee.
Refund Policy
Please reach out to us within seven (7) days of the appointment in question if you are unhappy with your pet's service. If we are unable to remedy the concern, then we will issue either a partial or full refund, or we may offer a credit on your next service. We do not issue refunds if complaints are made after seven (7) days. All refunds are granted on a case-by-case basis, meaning that a complaint does not equal an automatic refund or credit.
Vaccine Requirements
All pets 16 weeks of age and older are required to have an up to date rabies vaccine. This is state law. Please bring in a digital or hard copy of your pet’s vaccine records for us to visually confirm this information. It is highly recommended that your pet also be vaccinated for Bordetella, parvovirus, and distemper, although we do not need to see proof of these vaccines. We will not provide services for dogs over 16 weeks old that do not have an up to date rabies vaccine.
Recurring appointments
We highly recommend booking your appointments for the year to make sure your pet has a spot on the schedule during our busiest times. It also allows you some flexibility with being able to move appointments around as needed throughout the year. That being said, 3 consecutive missed appointments will mean that all future recurring appointments will be cancelled and you will not be allowed to set up recurring appointments again. Try to give us plenty of notice if you are going to miss an appointment to avoid being marked as a no-show for your recurring appointment.
Pet Behavior and Health
It is very important for your dog’s groomer to know about any health or behavior issues, no matter how small! Dog Stars staff may stop a service if it is determined that continuing would cause physical or mental harm to your pet. We will never hold a dog down and force it to do something that will cause mental or physical damage. Also, we will not continue a service if the groomer’s safety becomes compromised, i.e. a pet becomes aggressive. We reserve the right to refuse or modify a pet’s service at any time for the sake of the pet’s and groomer’s safety and well-being.
Late Drop-off
We will accept pets up to 30 minutes late for their appointment on a case-by-case basis. Pets that arrive more than 15 minutes late may be subject to a late fee to compensate for the missed time. Clients that arrive more than 30 minutes late will be considered a no-show and are subject to our cancellation policy. We will typically not accept any pets that arrive more than 30 minutes late. Please call or message us to let us know if you are going to be late!