Rachel's Dog Grooming Policies

GENERAL:

1. We require that all dogs be on a leash when they walk in and when exiting the salon.  This ensures the safety and handling of your pet so that they do not wiggle and run out into the street.  Please make sure that your dog’s leash and/or harness are fitted properly before dropping off.  It will not be the responsibility of the shop if the dog becomes loose.   NO EXCEPTIONS.

2. All dogs are required to have a valid Proof of Rabies Vaccination at the time of the appointment.  Vaccines must be administered at least 2 days prior to booking an appointment.  Update your renewal vaccine record before it expires.

3. We have the right to refuse service to any dog, for any reason.  (i.e  Display signs of aggression where we are unable to perform services, contagious conditions or clients who are disrespectful to our staff.)

4. Walk your dog prior to entering the salon to relieve themselves, as dogs do get nervous, and eliminate during the process.  (Re-bathing fees will be applied if this happens.)

5. Clients will be given a copy of our Policies and Procedures as well as completing a Pet Grooming Release and Consent Form to be signed at the time of arrival.

6. Estimated pricing will be given at time of the visit.  You will be notified if other fees will be applied based on coat condition, fleas or behavior.

EARLY DROP OFF:   At Rachel’s Dog Grooming, we try to accommodate our customers for their appointments.  If an early drop off is needed, a discussion and agreement is to be made with the groomer or receptionist at time of booking the appointment.  This ensures that dogs are completed as timely as possible.  If dropped  off early, the appointment start time remains the same.  FIRST APPOINTMENT OF THE DAY CAN ONLY DROP OFF 5-10 MINUTES EARLY (GROOMER APPROVAL) - AS THIS IS AN "APPOINTMENT ONLY" BUSINESS.  

PICK UP - We require all pets to be picked up within 30 minutes of client being called or messaged,  when the grooming process has been completed.  (Acceptions:  When client/groomer have discussed and mutually agreed upon another arrangement.)  We are a grooming shop and not a boarding facility and the shop could be fined if dogs are left longer than the service & the 30 minute wait time.  The State of California requires additional licensing to have dogs in our care longer than the time it takes to complete the grooming process.  NO EXCEPTIONS.  Late Pick-Up Fees will be applied.   Late pick up fees of $1.00 a minute will be applied (after 30 minutes of being called for pickup).  $5 a minute will be applied for every minute after our closing hours.  (Closing Time varies:  3:00 pm unless previously discussed and agreed upon when booking appointment.)  ** If you are having someone picking up your dog, please make sure they are aware of this policy.  

>>>  Please do not assume that your pet is ready without proper notification; wait for a text or phone call before showing up.  Showing up unannounced, your pet could  be accidentally cut or injure itself from the excitement of seeing you.  If safety becomes an issue, the grooming process will be stopped and the pet will be returned unfinished; full payment will still apply.

All dogs are required to stay in a kennel until all checkout procedures have been completed.  This is to avoid unwanted accidents that could happen;  viruses and bacteria could be transferred in this way.  You can let us know if you would like a heads-up notification call so that your dog is not kenneled for very long.

BEHAVIOR ISSUES - 

1.  Inform the staff if your dog has any behavior issues - no matter how minor you think the situation may be.  This includes, but not limited to:  nipping, biting, pawing, and jumping.  This will also be confirmed at the time of arrival or during an pre-evaluation.  We will place the pet on the table at the start of the service to determine if we will be able to move forward with services.  What seems minor could be a lot different when it comes to how a pet behaves for people they do not know.  If necessary, we will use a muzzle.  This is for the safety of the pet and person(s) working on the pet, or if we need assistance from an additional staff member.  In this case, there will be additional handling fees that we will inform you about.

2.   Occasionally, pets become so anxious that we are unable to finish the pet’s service due to wiggling, pulling back, turning, twisting, sitting, etc., where safety is a concern, any service(s) will be immediately stopped and you will be  called to pick up the unfinished pet.  Full payment will still apply.

SEDATION/CALMING AIDES - Rachel's Dog Grooming does not perform any services on a dog if sedation is necessary or customary.  At this point, you will need to make an appointment with your veterinarian to monitor the pet during required services.   (i.e.   Acepromazine, Trazadone, Melatonin, CBD, etc.)

FEES

1.  Cancellation Policy - Rachel’s Dog Grooming is a small business; it is very important that we fill every appointment to keep our doors open.  If you No Call or No Show or cancel less than the 24 hours,  there will be a $50 cancellation fee.  Our cancellation policy is 24 hours notice to provide us enough time to fill the appointment with another available client.  Frequent appointments missed, continuous No Call/No Shows, or continuous late arrivals/late pick-ups, will be evaluated to determine if scheduling another appointment will be allowed.

2. Special Handling Fee  - If muzzling or a two-person staff is needed for any service, a special handling fee will be applied.  See Behavior Issues above.  The client will be notified if additional fees will be applied.

3. Re-Bathing Fee - Please walk your pet to allow them to go to the bathroom prior to the appointment, as grooming typically takes between 2-4 hours.  A fee will apply if the groomer or bather has to stop a process after the dog eliminates on the table, thus creating a re-bathing fee, before service is completed.

4. Late Drop Off Fee - We are an appointment only salon.  When a dog is late, timing impacts the entire flow of the grooming and bathing process for dogs that are scheduled after you.  Late fees will be charged $1.00 for every minute that you arrive for the appointment.  If later than 15 minutes late, the appointment will need to be rescheduled where as a No Call No Show fee of $50 will apply before scheduling the next appointment.  Please call to let us know if you are going to be late; and we will determine if you will need to reschedule and/or how much your late fee will be.  

5. Late Pick Up Fee  - Groomers will provide an estimate time at the time of drop off and will allow travel time (30 minutes) for you to pick up your pet.  You will receive a telephone call or text message when the dog is ready.  Out of respect for the staff, a late pick-up fee will apply, if longer than 30 minutes after you have been notified that your dog is ready.  Please communicate at time of drop off, if timing for the pick up is going to be an issue. If you arrive early before you are called, please wait outside as the dog may still be on the table.  An excited dog can be dangerous for the groomer and the pet.  

GROOMING:

1.   Check In - Be on time for your appointment to allow time for a conversation with your groomer.  Please call to let us know if you are running late and we will let you know if we can still service your dog.  At the discretion of the groomer, late arrivals within 15 minutes will be charged a Late Fee @ $1.00/minute, or if the arrival is after 15 minutes, the appointment will need to be rescheduled.  (Groomer Discretion)  See late Drop Off Fee.

2.  Matted Coats -  In the event the pet’s coat is extremely matted, the client will be informed of the dog's coat condition at the time of drop-off.  The groomer will discuss recommendations such as having to be cut the hair shorter, rather than perform painful dematting procedures.  We work to de-mat/brush out a dog's coat, but only if it does not cause excessive pain and suffering while attempting to brush.  All attempts will be made to prevent this.  We believe in what is best for the dog rather than having to brush out mats that are so tight.  NOTE: Matted coats can cause a variety of skin and health problems including hot spots, irritated skin as well as bacterial or fungal infections.  Fleas, ticks and other parasites can lurk in the matted coat causing further skin infections.  Matted coats take additional time to groom, therefore additional de-matting/brush out fees will be applied.   When pets are extremely matted, we may find pre-existing issues under the matted coat.  We will inform the client of anything that we notice.  Rachel’s Dog Grooming is not responsible for any vet bills caused or incurred because of a pet being matted.  Rachel’s Dog Grooming will always educate clients on proper brushing techniques to prevent matting and the importance of frequent grooming appointments to prevent such matting.

3.  Ear Care -  Cotton balls are placed in the ears before bathing, then cleaned with a professional ear cleaner after the bath.  If an ear infection is noticed we will inform the client at time of pickup.  Rachel’s Dog Grooming is not responsible for any ear infections found during services or that may show up after the services have been completed, as there is no true way to tell how an ear infection was caused or when it started.  All vet bills incurred for ear infections, or other health issues, are the sole responsibility of the client, not Rachel’s Dog Grooming. 

4.   Ear Plucking - UPON REQUEST ONLY  If ears are noticeably infected, we will not pluck, nor will they be cleaned, as it could affect the vet’s diagnosis of an ear infection.  The client will be notified at time of pick-up to schedule an appointment with the vet.  Another grooming appointment can be scheduled to clean the ears after 1 week from a Vet’s appointment.  

5.   Express Groom - $50 Express Groom Fee.  This is a service that is completed straight through from the time of arrival where the grooming staff does nothing else beside service your dog.  It is only available first thing in the mornings when the shop is quieter and less pets to distract or agitate dogs.   Clients must be on time.  If more than 5 minutes late, the appointment will be cancelled.  A NO CALL NO SHOW FEE of $50 will apply. 

6. Flea Treatment - If fleas are found on your dog during the bathing process, or you let us know at the time of scheduling an appointment,  the grooming staff will administer a flea treatment bath.  The client will be notified at time of discovery.  This is to secure the integrity and sanitation of the groom shop.    Flea Treatment - $40

7. Geriatric Fees for Senior Dogs - Senior dogs with geriatric issues require sensitive handling, care and time.  Prices do vary in additional to the service price -  $30 and Up.  Each additional minute spent on senior dogs are those that cannot handle hand dryers, cannot stand for long periods of time, needing extra breaks, or need assistance from other staff members.  Senior dogs are extremely difficult and take extra time during the grooming process.

HEALTH:   Grooming can be stressful to some pets.  It is the responsibility of the pet owner, to inform the groomer of any health related conditions when you arrive.  (i.e.   heart, cancer, blind, anxiety, sanitary infections, fleas, skunking, etc., prior to grooming. ) It is also the responsibility of the owner to submit proof of  rabies vaccinations at the time of the visit, as they are kept on file.

EMERGENCIES:   In the event of an emergency, I authorize this establishment to immediately seek professional veterinary attention for my pet (at the owner’s expense), unless otherwise indicated by the client.  I understand that all attempts will be made to contact the owner in the event of any emergency.  If we are unable to contact you, the owner, and the pet needs immediate attention, I authorize Rachel's Dog Grooming to transport your pet to Calaveras Veterinary Clinic, located at 140 W. Calaveras Boulevard, in Milpitas.  Rachel's Dog Grooming is not responsible for any situation that could happen while being transported to the vet hospital.

INTACT FEMALE DOGS - We do not groom or service female dogs that are in heat.  They must be scheduled three (3) weeks after coming into heat.  We do this because it changes the atmosphere in the shop and can make male dogs, whether fixed or not, more agitated.

INTACT MALE DOGS - Please keep male dogs in a kennel until check out in the event they “mark” in our shop (floor, walls, furniture).  A clean up fee of $5.00 will be charged.