Welcome to Poodle Puff Pet Grooming

We extend a warm welcome to you and your canine companion to experience luxury grooming and care services at The Poodle Puff, subject to the terms and conditions outlined herein. By scheduling your dog’s appointment with us through our online platform, via telephone, in person, or any other method, you hereby acknowledge and accept our comprehensive terms and conditions.

Your dog's health and wellbeing come first at The Poodle Puff, and this commitment shines through in every service we offer. We kindly ask you to review the following policies designed to ensure the safety of both your pets and our staff.  These terms and conditions provide clear expectations for both clients and salon staff, ensuring a safe, professional, and enjoyable experience for each pet. 

◦ Appointments are required for all grooming services, and walk-ins are not guaranteed and may only be accommodated based on availability.

◦ We recommend booking in advance to secure your preferred date and time.

◦ All new clients are required to complete and sign our ‘Service Agreement’ which will be sent to you via text or email prior to your appointment. If you do not receive a link to your ‘Service Agreement’, please inform a member of our team upon your first appointment. You will be required to complete an updated ‘Service Agreement’ form each time there is a change to your own or your pet’s circumstances.

◦ When booking your appointment online via our website, you will be asked to provide your card details to secure your booking. Please be aware that this does not charge your card and this is simply a pre-authorization process. A charge is only applied in the event of a ‘No-Show’ or a cancellation within 24 hours of your appointment.

◦ All prices are subject to change and will vary based on the dog’s breed, size, coat condition and behavior.

◦ Please note, if our stylists deem your pet to require two people to groom your pet, we may charge an additional ‘Special Handling’ fee of $20 to the price of your groom. This may be due to the behavior, size or health requirements of your pet.

◦ Payments are required upon completion of services. In certain circumstances we may charge for deposits and payments upfront. 

◦ In effect as of January 1st, 2025, for all new customers, a non-refundable 50% deposit may be required for certain bookings, such as during peak seasons. This is required for both over the phone and face-to-face appointments.

◦ The deposit will be deducted from the final cost of the groom but is forfeited if the client does not show up or cancels the appointment within less than 24 hours of the appointment.

◦ Clients are expected to arrive on time for their appointment. If you arrive more than 15 minutes late, we may need to reschedule the appointment to avoid delays for other clients. If we have not received any communication from you after 15 minutes of your appointment time, your appointment will be forfeited and considered a ‘No-Show’. If the client ‘No-Show’s more than once, a deposit may be required for future bookings.

◦ For clients who arrive over 15 minutes late, our stylists will do their best to groom your pet, however we do reserve the right to charge a ‘Late Fee’ of $15, refuse to groom your dog at this time or provide an alternative service within the time they have remaining.

◦ Cancellations must be made at least 24 hours in advance. Failure to do so will result in a cancellation fee of 100% of your appointment price or forfeiture of the deposit.

◦ Clients who do not show up for their appointment without prior notice will be charged the full grooming fee or forfeit their deposit.

◦ Repeat cancellations or 'No-Show's may result in being unable to book future appointments or payment for future appointments at the time of booking.

◦ Dogs must be up to date on vaccinations, including rabies, distemper, and parvovirus. Proof of vaccination may be requested, and we ask for this information in your ‘Service Agreement’ form.

◦ Dogs showing signs of illness, fleas, or parasites will not be accepted for grooming and will require rescheduling after treatment.

◦ We always carry out a health check at the beginning of your dog’s appointment and if we do discover fleas, we will call you and inform you, followed by treating your dog with a flea shampoo treatment and an added fee of $10.

◦ We are unable to work with pets who are aggressive, overly anxious, have back or neck issues, trachea issues, heart conditions greater than stage one, who are pregnant, nursing, or 8 weeks or less post-partum, are in heat, are over the age of 14, have active ear infections, have any stitches or open wounds, and on a case by case basis for any other major medical issues. Other medical concerns may need a veterinary clearance letter or more information. We reserve the right to refuse services for any medical or behavioral condition or concern.

◦ Owners are required to inform the salon of any behavioral issues or triggers in advance (e.g., biting, loud noise intolerance) and failure to do so may result in your pet being referred out for service elsewhere.

◦ If a dog cannot be safely groomed, we reserve the right to stop the grooming process, and the client may still be charged for the time spent grooming.

◦ If your dog is displaying signs of aggression or our grooming stylists feel safer if your dog wears a muzzle for their groom or for elements of their groom, they may apply a muzzle to your dog in these circumstances.

◦ Matting can cause skin irritation, discomfort, and other health issues for dogs. In cases of severe matting, we may need to perform a shave-down to ensure the dog’s comfort and safety which is our highest priority.

◦ Owners will be informed before de-matting or shaving, and an additional charge will apply due to the extra time and care required, and the wear and tear to our equipment. (Charges will vary depending on the size of your pet and the size of the area of matting).

◦ We are not responsible for minor nicks, cuts, or irritation resulting from any de-matting.

◦ We understand that your dog may become matted, and you might not be aware. We are here to help with any advice on how to avoid matting on your dog. Please always follow the recommendations of our groomers in order to avoid future matting. If you do not follow the recommendation of our grooming stylists and your dog is brought to us with continually severe matting, you may be charged a higher grooming fee.

◦ While we take every precaution to groom pets safely, some pets may become anxious or uncooperative, which can lead to minor accidents.
◦ If a pet sustains any injuries, owners will be notified immediately, and appropriate first aid will be provided.

◦ In the case of a medical emergency, we will contact the pet’s emergency vet or transport them to the nearest vet clinic. Any expenses incurred will be the responsibility of the pet owner.

◦ Owners must ensure their pets are on a leash or in a carrier upon arrival and departure.

◦ If your dog has any prior issues with other pets, please notify us of this prior to your first appointment both via your ‘Service Agreement’ form and verbally to the grooming stylist.

◦ Pets should have had an opportunity to relieve themselves prior to the appointment to ensure comfort during grooming. If we have continual accidents which require us to re-wash your dog more than once, an additional fee may be applied.

◦ For the safety of all pets and clients, owners are not allowed in the grooming area.

◦ We may take photographs of pets for our portfolio, social media, or promotional use. If you do not wish for your pet’s photo to be used, please inform us prior to the appointment.

◦ Owners are required to pick up their pets within 30 minutes of being notified of completion.

◦ A late pick-up fee of $5 per 15 minutes may be applied if pets are not collected on time.

◦ The Poodle Puff will not be held responsible for any pre-existing health conditions or underlying issues that may arise or worsen during the grooming process.
◦ While every effort is made to ensure pets’ safety, grooming is performed at the owner’s risk, particularly for elderly, ill, or anxious dogs.

◦ Any personal items (leashes, collars) left with your pet, we are not responsible for loss or damage.

◦ The salon collects basic information to facilitate appointments and maintain grooming records. All personal data is kept confidential and is not shared with third parties.