Our Policies

1. Appointment and Scheduling

Appointments are required for all grooming services. Walk-ins are accepted based on availability.
Clients must arrive on time for scheduled appointments. A grace period of 10 minutes is allowed; after that, the appointment may be rescheduled.
Cancellations or rescheduling must be made at least 24 hours in advance. Late cancellations may incur a fee.

2. Pet Health and Safety

All pets must be up-to-date on vaccinations, including rabies, distemper, and Bordetella. Proof of vaccination is required.
If a pet has any medical conditions, injuries, or special needs, the owner must inform the groomer before the appointment.
Grooming in the Gap reserves the right to refuse service to aggressive or overly anxious pets for the safety of staff and other animals.

3. Grooming Process and Expectations

The duration of grooming varies based on the pet's size, coat condition, and behavior.
While we take great care in handling pets, grooming tools can occasionally cause minor nicks or irritation, especially with matted fur.
If a pet is heavily matted, additional fees may apply for de-matting services. Shaving may be recommended for the pet’s comfort and health.

4. Pet Pick-Up and Late Fees

Owners must pick up their pets within 30 minutes of notification that grooming is complete.
Pets left for more than 2 hours after completion may incur a daycare fee.
If a pet is left after business hours without prior arrangement, additional charges may apply.

5. Fleas and Ticks

If a pet is found to have fleas or ticks, a flea and tick treatment will be administered at the owner's expense.
Grooming in the Gap reserves the right to refuse service to pets with severe infestations to prevent contamination.

6. Behavior and Handling

For the safety of all pets and staff, aggressive behavior will not be tolerated.
If a pet exhibits extreme stress or aggression, the groomer may halt the grooming process, and the owner will be contacted.
A handling fee may apply for pets that require extra time due to behavior challenges.

7. Liability and Risk

Grooming in the Gap takes every precaution to ensure the safety of pets. However, owners acknowledge that grooming involves inherent risks.
In the event of an emergency, we will make every attempt to contact the owner. If immediate medical attention is required, the pet will be taken to the nearest veterinary clinic at the owner's expense.
Grooming in the Gap is not responsible for pre-existing conditions, injuries aggravated during grooming, or reactions to grooming products.

8. Payments and Refunds

Payment is due at the time of service. We accept cash, credit/debit cards, and digital payments.
No refunds are issued for completed grooming services. If an issue arises, we will work with the owner to address concerns within reason.

9. Photo and Social Media Consent

Grooming in the Gap may take photos of pets for promotional purposes. If an owner does not wish for their pet’s photo to be shared, they must inform us in advance.

10. Customer Conduct

We expect all clients to treat staff and other pet owners with respect.
Any abusive language or behaviour toward staff will not be tolerated and may result in service refusal.

11. Online Privacy Policy

Grooming in the Gap respects customer privacy and is committed to protecting personal information.
Any personal information collected through our website, including name, contact details, and appointment history, will be used solely for business operations and will not be shared with third parties without consent.
We may use cookies to improve user experience on our website. Customers can adjust their browser settings to disable cookies if preferred.
Online payments are processed through secure third-party providers. Grooming in the Gap does not store payment details.
Customers may opt out of marketing emails or request data removal by contacting us directly.

By using Grooming in the Gap's services, pet owners agree to adhere to these policies.