RE-DO POLICY - First of all, we want our clients to be happy. So please inform us, before leaving, if you are unhappy with your pet’s groom and we will take a moment to fix it. Any additional minor changes can be made within 48 hrs.
CANCELLATION NOTICE - In order to schedule grooming appointments for the convenience of our clients, we must make maximum use of every appointment slot. Clients who cancel fewer than 24 hours before their appointment or who do not show up for a scheduled appointment will be rescheduled only after other clients have been accommodated. You will be given a 48 reminder if your appointment was made prior to that. Groomers are paid on commission and scheduled based on appointments book. We will charge 100% of your scheduled appointment and we reserve the right to decline future appointments for clients who fail to keep a scheduled appointment two times in a calendar year without adequate prior notice. All no show fees must be paid before another appointment is made. We have a 15 minute grace period. Should you drop off more than 15 minutes after your scheduled appointment, you will be required to reschedule and subject to a “no show” fee, unless discussed with your groomer.
LATE PICKUP - All pets brought in for grooming must be picked up within 30 mins of the time the client is informed the pet is ready. Pets remaining after that time will be required to pay a fee of $15. We reserve the right to decline future appointments for clients who fail to pick up their pet on time on more than one occasion. Any pets left longer than half an hour after closing will be subject to an overnight kennel fee of $50 and can be picked up the following morning. Should you not pick up the following morning we will consider the pet surrendered. At such time they will be placed with animal control or pet rescue. With the exception of extreme circumstances (ei. Detainment, Hospitalization, Death)
EARLY DROP OFF - We can accommodate an early drop-off, provided it be during shop hours. Should you require your pet be dropped off more than 30 mins prior to their scheduled appointment time there will be a fee of $5, unless otherwise discussed with your groomer.
BEHAVIOUR ISSUES- We will make every attempt to groom uncooperative pets, but we may not be able to complete grooming on pets that pose a threat to themselves, other pets or our groomers. We reserve the right to decline a return appointment for pets whose behavior makes it unsafe for us to groom them. The client is still responsible for costs of a groom unfinished due to the pet’s behavior. Extremely difficult pets will have a handling fee. This can vary based on the time taken, injuries/bites to groomers and equipment that may be broken due to your dog's behavior like jumping around wildly or chewing (tables, clippers, scissors, blades ect).
USE OF MUZZLES - Due care will be taken with the pets for the safety of the pets and our groomers. If it is necessary for the safety of the pet and the groomer, muzzles, slings, straps etc. will be humanely used.
MEDICAL & HEALTH - Your pet’s medical history and information is very important to us. If your pet is not feeling well (e.g., vomiting, diarrhea, etc.), please do not bring them to our facility as this may affect other pets to become ill. To ensure the safety and well-being of your pet, owners must inform us of any allergies, intolerances, sensitivities, illnesses, physical conditions and/or physical limitations. Please note that if your pet has a communicable condition (e.g., viral infections, or bacterial infections), please have them remain at home until they have recovered. For your pet’s own safety, we strongly recommend that you have them checked annually by a licenced veterinarian and receive the appropriate vaccinations as well as parasite preventative. We do not require proof of vaccination at our spa and assume you are informed of the risk involved with not vaccinating your pet.
FEMALES IN SEASON - We reserve the right to refuse all females in heat. Callander Paw Spa is not responsible for your dog accidentally being bred while in our facility.
UNALTERED MALES - We reserve the right to refuse unaltered males that mark and are unable to be kenneled.
INJURY - If your pet does not respond to the groomer and remain still during the grooming procedure accidents can happen such as nicks from clippers or scissors or toenail trimmers. For your pet to properly respond to the groom it is essential that they be alone with the groomer and clients not assist in the grooming unless requested to do so. Aggressive/difficult pets are more at risk of injury.
MATTED AND SHAVEDOWNS - Allowing a pet’s coat to get matted is not only very UNCOMFORTABLE, but DANGEROUS for your pet’s health. Excessive matting can be avoided with regular brushing and grooming and the groomer will be happy to show you some brushing techniques for mat prevention. The groomer will de-mat the pet (if possible) at $2 per minute in addition to the regular grooming fee OR the pet will receive a “shave down” to remove the mats. Under this circumstance, a shave down is the only way to allow the skin to receive necessary oxygen and for new, healthy hair to grow. If the client requests the mats be combed out, the groomer will not do so if it causes pet undue stress or pain. Excessive de-matting is a painful, time-consuming and costly procedure that causes extreme discomfort and can aggravate (or cause) skin problems. Be aware that neglect of your pet's coat can be cause for problems after grooming such as clipper/brush irritation. Shaving of your pet may dramatically change your pet’s appearance and the hair will be very close to the skin. This may expose pre-existing skin conditions.
PAYMENT - Payment for grooming services is due at the time the services are rendered unless prior arrangements have been made. We accept cash, debit and credit. We do not accept email money transfers or cheques. Should our debit system not be operational, there is an ATM machine located a couple doors down from the shop, in the convenience store, and another is located across the street in the RBC Bank. All sales are subject to tax.
PRICE CHANGE - Prices are subject to change without notice. As the cost to operate increases, our prices will reflect that. Price increases will be applied to all customers regardless of how long they have been using our service.
COMPLETION TIME - Every effort will be made to keep our scheduled grooms running smoothly. A typical pet’s groom can be completed in 1.5 to 3 hours for a small dog and 2 to 4 hours for a large dog, from the time of your appointment. If your pet has behavior issues or skin and coat problems, you may be looking at a longer period of time. If you need your pet returned by a certain time please let us know prior to the groom. We are happy to work with you as much as possible, but repeated calls to check on the readiness of your pet only causes further delay. For the comfort and security of your pet, it is not recommended that you come in too early while we are still grooming them, as it will only delay the process once your pet is excited. Once your pet is worked up, it may take more time to calm them and complete the groom or the groomer may refuse to complete if your pet will not settle.
CAGE/KENNEL USE - We strive to be a cage free facility; however, if your pet poses a risk to others in our care, we will place them in a large pen or kennel for safety. If your dog is constantly "messing" on the floor, they will be placed in a kennel to avoid getting themselves and other pets dirty. If your dog is an incessant barker, we may place them in our back room while waiting to be picked up and specific times of the day or weekday may be assigned to them to avoid excessive stress to them and the other pets present. We try to make the grooming experience as pleasant and stress free as possible for all our clients.
AGGRESSIVE OR ABUSIVE PATRONS - We will refuse service to aggressive/abusive clients. Harrassment, assault, property damage and threats will all be taken seriously and reported to police.