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Policies & Procedures Agreement

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Pooch Paws Pet Grooming

1212 Hanover Street, Hanover, Massachusetts 02339, United States

ph: 781-792-0484 txt: 781-686-7013 email:

Policies & Procedures Agreement

Bringing your pet signifies you agree to policies and procedures.

Procedures & Policies

Entering and Exiting the location, drop off, pick up, and parking: All dogs must be on a leash or in a carrier when at the salon. Even if your dog listens well off-leash the parking lot can be busy at times and we don’t want to see any accidents happen. Also, there may be another dog inside when you enter and even though your dog may love everybody, the dog inside might not. If you forgot your leash, please ask to borrow one from us before getting your dog out of your car. We recommend not using a retractable leash but if that is all you have please keep it locked in a shorter length. This is to ensure the safety of your pet and others. You may park in front of our building or in our driveway.

Cancellations/No shows: If it is necessary to cancel/skip your grooming appointment, Pooch Paws Pet Grooming does ask for a 24-hour notice when possible. We do understand that unexpected issues can occur without much notice, please notify us ASAP. After the second no call/no show, we will ask for a nonrefundable deposit on the groom, after the third, it may result in refusal of services.

Bathing Requirements: All pets are required to be bathed as part of the grooming process. Each pet is bathed with an all-natural shampoo, followed up with a conditioner if needed. Clients are also welcome to provide any vet prescribed medicated shampoos as needed. All of our shampoos are of the highest quality.

Grooming Process: There are several things to keep in mind when your dog is being groomed. Clients will not assist in grooming unless requested to do so. We aim to have all pets done within a 3-4 hour window, but this is not always possible. Depending on how well your pet handles the dryers, it is difficult to know how long your pet will take to be dried. After your pet dries, the groomer will clip the nails, clean the ears, and then begin the grooming process. Some pets may or may not like being brushed, and if they have mats it can be a time-consuming process and an additional fee will be applied. Mats that are too close to the skin may need to be cut out for the comfort of your pet. You will always have the opportunity to speak with your groomer when you drop off, but keep in mind there is only so much we can do when a dog has matting. If we cannot do what you ask, we will notify you of other options. In some cases, it is best to just start over and put your pet on a good maintenance program. The groomer can speak with you after the groom to give you advice on how often you should bring them in, brushes, and other things to help maintain your pet’s coat. Prices are an estimate based on the average size and weight of breed. As well as consistently maintaining grooming appointments every 4-8 weeks. Hand Strip Clients will on an every 4-6 week schedule. Due to the labor intensity of this type of grooming we are only able to continue offering this specialized service to clients that aren’t willing to maintain a semi rolled coat.

Ear Hair Removal and Anal Glands: We do not do ear hair removal due to the risk of irritating the pet's ear. To help maintain it we do carefully trim the hair inside the ear. If you want complete removal of the ear hair we advise you to take your pet to your local veterinarian or bring us a statement from your veterinarian stating that your needs this done and that the groomer will not be held responsible for any ear issues that may result from hair plucking. External gland expression may be done on pets upon request or at the groomers’ discretion.

Satisfaction: Our groomers will always work to give your pet the cut that you want, however, keep in mind that your pet's comfort and health are always our number one priority. We will always keep notes on what was done for the groom. If you are unsatisfied with the groom, please let us know before you leave the shop so that the groomer can make any necessary corrections and we can take notes for the next groom. If changes are requested more than 24 hrs after the grooming appointment, there will be an additional charge which may include a re-bathing fee.

Relief prior to Grooming: Please be sure to take your dog out to the bathroom before bringing them to us. Potty accidents cause grooming to take longer due to having to rewash, etc. There will be a $5.00 charge if your pet has a potty accident.

Vaccinations: The health and safety of each of our guests is very important to us. All Pets must have current vaccinations for the following: Rabies, required by law. Certification from a veterinarian is required for each of our guests before admittance can be allowed. If your pet requires an updated vaccination please make arrangements for the vaccination to be administered no less than ten days before any grooming service is scheduled. Please bring a copy for us to have in our records. 

It is suggested that all dogs must have current vaccinations for the following: Distemper/Parvo Virus, Bordetella, Canine Influenza H3N8, Canine Influenza H3N2, and Coronavirus. Please consult with your veterinarian and follow their recommendation to make the best decision for your beloved pet.

Injuries: There is always the possibility of cuts, nicks, or burns during the grooming process. Some pets are harder to handle than others and accidents can occur. There are also times when mat burns show after they are shaved out. This is not caused by the groomer being careless, but the severity of the mats. We will always do an inspection of your pet upon arrival and in the bathtub. Your groomer will notify you of anything they find during those. Should any cuts occur during the grooming process, we will notify you and advise you on how to treat these. Injuries caused due to the condition or temperament of the pet is NOT the responsibility of Pooch Paws Pet Grooming, and any vet costs due to these are at the expense of the client.

Senior dogs: We will use extra care and patience for older pet(s); however, we will not be held responsible for any reaction due to the mental or physical stress of grooming the geriatric pet(s). If in our judgment, brushing or clipping is determined to cause too much stress to the pet(s), we will modify or terminate the haircut. Please be sure to notify us of any health conditions that might make your pet(s) uncomfortable during the bathing, drying, or clipping phases.
Any grooming which takes place on an elderly or frail pet(s) is conducted at your risk. There may be an additional handling fee for senior pets.

Aggressive and Poorly Socialized Dogs Policy: You MUST advise us if your pet suffers from aggression of any form. This includes but is not limited to “nipping”, Biting, Groveling, Scratching, Barking, Jumping, hissing, etc. Pooch Paws Pet Grooming, reserves the right to refuse to groom any pet at risk of harming itself or any member of staff. If your dog has been accepted for grooming & displays aggression during its session, the groom with be terminated immediately. You will be contacted to retrieve them, even if a groom is only partially completed. In all cases, the client will be required to pay the full price for the groom because at that point we cannot fill the appointment. 
The client understands that they will be held liable for all bites/injuries caused by their dog. And all pet bites will be reported to the Animal Control agent in the town the pet resides.

Photographs and/or Video: Your pet may be photographed before, during and after its groom. Photographs may be used on Pooch Paws Pet Grooming website or other printed materials.

Thank you for your understanding and cooperation

Pooch Paws Staff