Policies & Procedures

  • Matting Policies:

    • Em (Groomer) will always groom in the best interest of your pup. Removing severe matting will result in a shorter shave. This is to ensure the comfort and safety of your furry friend.

    • Removal of matting can be painful for your pup and can take time to do safely. I will do my best to communicate about any extra time it may take. There are also risks of removing matting. Skin can be in the matting, while every effort is made to avoid nicking the skin in this scenario, it may result in a minor nick. Removing the matting could result in hematomas, bruising, redness, or irritation depending on how severe the matting was. In this scenario Em (Groomer) will let the owner know immediately of the pup's condition. Then advise on future steps and how to care for your pup regarding their current condition.

    • Matting fees won’t occur if the pup is matted on the first groom or every once in a while. Em (Groomer), understands things happen, different seasons happen. When matting becomes a pattern that is when matting fees will occur. In this event will be told up front about a matting fee of which matting level fee before the groom takes place. 

      • Level 1 ($10)

      • Level 2 ($15)

      • Level 3 ($25)

  • Liability:

    • Grooming comes with risks, as animals can move, have anxiety or reactivity while the groom is taking place. While Em (Groomer) is trained in canine behavior and holds a large focus on safety, accidents may still occur. Some may be behavior caused (examples: jumping off a table, jerking a body part etc.). (See groomer caused accidents below). 

    •  An accident that Em (Groomer) or Groomer error may cause (examples: not properly protecting a tendon and creating a tear, not properly stretching the skin, not properly testing the heat of a blade) Em (Groomer) will let the owner know immediately. Depending on severity Ems Pet Grooming is insured and in the event that Veterinary Care is needed. The insurance and Em’s Pet Grooming will cover those needs. 

    • Any scenario of injury whether due to groomer error, behavior, or matting. Em (Groomer) will inform the owner.

  • Grooming History:

    • Em’s Pet Grooming mission is to help pups be anxious free surrounding grooming. To do this it is important for the owner to disclose any known reactivity (ie: biting) to Em (Groomer) to take proper safety precautions for pup and groomer. Em (Groomer) won’t turn away a pup who’s extra anxious or bites, so please always disclose grooming history. Especially surrounding anxieties so Em (Groomer) can fully help your pup safely.

  • Cancellation Policy:

    • Em (Groomer) will send out a reminder of the appointment message a week before the appointment as well as the day before the appointment as well. In the event of an owner needing to cancel or reschedule an appointment, please try to do so prior to 48 hours before the appointment. Rescheduling or cancelling an appointment after this 48 hour mark may result in a $25 late cancellation fee. This is due to the shorter time it can take to fill the (canceled/rescheduled) slot. 

  • Extra TLC Fees:

    • Em (Groomer) enjoys working dogs through their issues and any anxiety or reactivity. Sometimes that can take a little extra time, in the scenario that grooming takes longer than the allotted 2 hours communication about next steps will occur and a level 3 Extra TLC fee will occur. My hope is with continued grooming every groom will be anxious free! 

  • Late Arrival/ Pickup:

    • Late Arrival Fees: 

      • Because each dog will be worked on one at a time until completion, it’s unfair to clients coming later to be scheduled back. To be fair to every client a 20 minute late arrival will result in a $10 late arrival fee. Later than half an hour will result in a no-show fee of $25 and your pet will have to be rescheduled. Things do happen though and pretty please just communicate and I can work around a late arrival!

    • Late Pickup Fees:

      • As much as Em (Groomer) would love to spend all day with your pups, due to limited kennel space & to be fair to other clients, dogs must be picked up in a timely manner. An hour after the “15 minutes before they’re ready” text will result in a late pickup fee of $20. And for every half an hour after that text an extra $2.50 will occur. As with late arrival fees Em (Groomer) understands things happen and communication goes a long way. 

  • Vaccination Records:

    • In accordance with state law Em (Groomer) requires every pup in my care to have updated vaccination records. Please bring a copy or send Em (Groomer) a picture of the records for Em’s (Groomers) own copy. 

  • Lice/Fleas:

    • In the event of finding either lice/fleas on your pup the groom will be immediately paused. Then the owner will be notified of the cause for the pause of the groom and to please pick up their pup asap. Once the vet has cleared your pup for grooming, Em (Groomer) is more than happy to resume grooming your pup!

  • Pregnancy:

    • Due to a high risk Em (Groomer) won’t groom any pup while pregnant or postpartum until they have fully healed!

  • Media:

    • Em (Groomer) Sends grooming reports to the owner with pictures, as well as posts photos and videos on all business accounts. If the owner would not like any photos or videos posted please let Em (Groomer) know. If owner would not like any pictures taken for the grooming report, please let Em (Groomer) know.

  • Cleanliness 

    • Every tool and table gets disinfected between different pups to ensure each pup's health in my care. Any bodily waste gets cleaned immediately. The full salon gets completely disinfected at the end of each day as well to further ensure health and safety.