Policies
Accepted Payments
We strive to make the payment process as convenient as possible for our clients. We accept a wide range of payment methods, including credit cards, debit cards, Venmo, and cash. Unfortunately, we do not accept checks. By offering various payment options, we aim to ensure a smooth and hassle-free experience for our clients. If you have any questions or concerns regarding payment, please don't hesitate to contact us. We're here to assist you.
Cancelling and Rescheduling
We understand that unforeseen circumstances may arise that require you to cancel or reschedule your grooming appointment. However, to ensure efficient scheduling and to accommodate all our clients, we have implemented the following cancellation policy:
Advance Notice: We kindly request that you provide us with at least 48 hours' notice if you need to cancel or reschedule your grooming appointment. This allows us to adjust our schedule accordingly and offer the appointment slot to another client. We understand that emergencies and unexpected events may occur, and we will do our best to accommodate such situations with empathy and flexibility. Please communicate any extenuating circumstances to us as soon as possible.
Late Cancellations/No-Shows: Cancellations made less than 48 hours before the scheduled appointment time, or failure to show up for the appointment without prior notice, may result in a cancellation fee.
Two Strikes Policy: Customers who incur two instances of no-shows or late cancellations within a specified timeframe (e.g., six months) will be required to pay the full amount of the groom upfront if they wish to schedule another grooming appointment.
Payment Requirement: In order to schedule a grooming appointment after two instances of no-shows or late cancellations, customers must pay the full amount of the groom upfront at the time of booking. This payment will be non-refundable and will be applied towards the cost of the grooming service.
By booking an appointment with The Panhandle Pup, you agree to adhere to our cancellation policy outlined above. We appreciate your understanding and cooperation in helping us maintain efficient scheduling and provide the best possible service to all our clients.
How far in advance do I need to book an appointment?
At The Panhandle Pup, we understand the importance of securing a grooming appointment that fits your schedule. To ensure availability and accommodate your grooming needs, we recommend booking your appointment in advance.
General Recommendation: We recommend booking your grooming appointment at least 2-3 weeks in advance to secure your preferred date and time. This allows us to better plan our schedule and ensures that we can allocate enough time for your pet's grooming session.
Peak Times: During peak seasons or holidays, such as summer months or major holidays, our schedule tends to fill up quickly. To avoid disappointment, we advise booking your appointment well in advance, preferably 2-4 weeks ahead of time.
Last-Minute Availability: While we strive to accommodate all our clients, last-minute appointments may be limited, especially during busy periods. If you require a grooming appointment on short notice, we encourage you to contact us as soon as possible to check for availability.
Recurring Appointments: For clients who prefer regular grooming sessions, such as every 4-6 weeks, we recommend scheduling your appointments in advance to secure your preferred time slots.
Moreover, we offer a cancellation list for clients who may need an appointment on short notice. By joining our cancellation list, clients can be notified of any newly available appointments due to cancellations, providing them with the opportunity to book earlier than they initially anticipated.
Drop-off/Pick Up
Our grooming salon uses a back-to-back scheduling system to book dogs so that we reduce the number of dogs in the salon which helps us maintain a more calm and relaxed grooming environment for our customers. Because of this, we ask that you bring your dog no more than a few minutes early for their scheduled appointment time and pick them up at the time we tell you they will be finished. Pets who are left for 15 minutes longer than the stated pick-up time will occur a daycare fee at the rate of $15/hr.
Please have your dog on a leash when you arrive.
Appointment Duration
At The Panhandle Pup, we believe in transparency and fairness when it comes to our pricing structure for dog grooming. We charge hourly rates, with the duration of each groom based on the average time it takes to groom a dog according to its breed. As we schedule appointments back-to-back, we typically cannot extend the grooming time beyond what was initially scheduled. Any instances where a dog requires additional time are usually attributed to behavior or poor coat conditions. While we always strive to complete the groom within the allotted time, in rare cases of extreme behavior or coat condition, we may be unable to finish. In such cases, we will reschedule the remaining groom for another time. Additional grooming sessions will be charged at our hourly rate. Our priority is always the safety and well-being of the dogs in our care, ensuring they receive the best grooming experience possible.
No Owners on Site
At The Panhandle Pup, we strive to create a calm and stress-free environment for all the dogs in our care. To ensure the best grooming experience for your furry friend, we kindly request that owners do not stay with their dogs during the grooming session. We have found that dogs are often calmer and more relaxed when their owners are not present, allowing our experienced groomers to focus solely on providing the highest level of care and attention to your pet. Rest assured that your dog is in good hands, and we will keep you updated on their grooming progress throughout the session. Thank you for your understanding and cooperation.
Matting
At The Panhandle Pup, we understand the importance of addressing matting in your pet's coat to ensure their comfort and well-being. Mats occur when fur becomes tangled and compacted, often due to lack of grooming, moisture, or friction. These mats can be painful for your pet, as they pull on the skin, creating tension and discomfort. Moreover, mats can trap moisture and debris close to the skin, leading to skin irritations, infections, and even the development of hot spots.
When mats become severe, attempting to demat them can cause further discomfort and may even lead to skin injuries, such as cuts, abrasions, or clipper burn. To avoid causing undue stress and discomfort to your pet, we do not demat extensively matted coats. Instead, shaving is often the safest and most humane option to remove mats while ensuring your pet's comfort.
While shaving is a necessary solution for severe matting, it's essential to understand that it can come with its own set of complications. Shaving a matted coat may expose underlying skin issues, such as irritation or inflammation, which may require additional care and attention. Additionally, shaved coats may leave your pet vulnerable to sunburn or temperature extremes, particularly if they spend time outdoors.
Our experienced groomers will always prioritize your pet's comfort and safety when addressing matting. If your pet's coat is extensively matted, we will consult with you to discuss the best course of action, which may include shaving to alleviate discomfort and prevent further complications. Please note that The Panhandle Pup is released from any liability arising from complications that may result from a dog being shaved due to matting. Our goal is to ensure that your pet receives the care they need while minimizing any potential risks associated with matting and shaving. Thank you for entrusting us with the grooming care of your furry friend.
Accidents and Injuries
Your dog's safety and comfort are our top priorities. While accidents are rare, handling animals always carries some risk. We take every precaution and exercise extreme caution in all grooming situations. However, grooming equipment, such as sharp blades and scissors, poses potential risks, including cuts, nicks, scratches, and quicking of nails. These incidents often occur when a dog is moving around or resisting grooming. We prioritize the safety and well-being of our clients, their pets, and our staff. In the rare event of accidents or injuries, our trained staff responds promptly, providing immediate assistance and first aid. Accidents are reported to management and thoroughly documented, with communication provided to pet owners as soon as possible. If deemed necessary and if the owner is not present, we will immediately seek veterinary care for your dog at the nearest clinic. The owner agrees to cover all associated expenses. Your trust and understanding are greatly appreciated as we prioritize your pet's safety and well-being.
Fleas
At The Panhandle Pup, the health and happiness of every dog entrusted to us is our foremost concern. To maintain a clean and safe grooming environment for our furry clients, we do not accept dogs who have fleas. If fleas are detected on a dog during their grooming appointment, we reserve the right to refuse service, and the dog will be kindly sent home.
We appreciate your understanding and cooperation in this matter as we strive to ensure the comfort and safety of all the pets in our salon. Thank you for entrusting us with your dog's grooming needs.
Aggressive Pets
At The Panhandle Pup, we prioritize creating a safe and calm environment for all the dogs in our care. Our policy of maintaining minimal dogs in the salon at a time contributes to a tranquil atmosphere, where many dogs who may exhibit fear or reactivity at other facilities tend to fare much better.
We kindly request that owners disclose any known behavior issues their dog may have in advance of their grooming appointment. This allows us to best prepare and ensure the safety of both our staff and your pet.
While we strive to complete every grooming session successfully, we understand that some dogs may exhibit aggressive behavior due to fear, anxiety, or past experiences. In such cases, we will do our utmost to work with the dog and provide necessary breaks during the grooming process. However, we cannot extend the grooming time allowed specifically due to aggressive behavior.
We recognize that building trust and confidence between the dog and groomer may take time. Therefore, multiple sessions with the same groomer may be necessary to help the dog feel more comfortable and secure during the grooming process.
In the event that a dog's behavior poses a danger to the groomer or themselves, we reserve the right to end the grooming session early. In such cases, you will be charged hourly for the amount of time spent on the grooming session.
Your groomer will communicate with you to develop a personalized plan for grooming sessions and training that aims to help your dog become more accepting of the grooming process over time. Our goal is to ensure the safety and well-being of your pet while providing them with the care they deserve.
Pre-existing Conditions
We prioritize the health and safety of all pets entrusted to our care, including those with pre-existing medical conditions. We understand the importance of being informed about any underlying health issues your pet may have before their grooming appointment. If your pet has a pre-existing condition such as skin allergies, arthritis, or any other medical concern, please inform us prior to their grooming session. This allows our experienced groomers to tailor their approach accordingly, taking necessary precautions and adjusting grooming techniques as needed to ensure your pet's comfort and well-being throughout the grooming process. By working together, we can provide the best possible grooming experience for your beloved pet while minimizing any potential risks associated with their pre-existing conditions. Your pet's health and safety are always our top priority.
Senior Pets
At The Panhandle Pup, we understand the unique needs of senior pets and are committed to providing them with the gentle care and attention they deserve. Our policy regarding senior pets ensures that we tailor our grooming services to accommodate their specific requirements. We take extra care to handle senior pets with patience, compassion, and respect, taking into consideration any mobility issues, arthritis, or other age-related conditions they may have. Our experienced groomers use gentle grooming techniques and adjust grooming procedures as needed to ensure the comfort and safety of senior pets during their grooming sessions. Additionally, we offer flexible scheduling options and may recommend shorter grooming sessions or breaks as necessary to minimize stress and fatigue. Our goal is to ensure that senior pets receive the highest quality grooming care while keeping their comfort and well-being our top priority.
Assigned Grooming Professional
We understand the importance of building trust and rapport between your dog and their groomer. While we strive to accommodate requests for the same groomer whenever possible, scheduling availability and unforeseen circumstances may occasionally require your dog to be seen by a different groomer. Rest assured that all our groomers are highly trained professionals who are dedicated to providing exceptional care and attention to every pet. Regardless of who performs the grooming, your dog's preferences, grooming history, and specific needs will be documented in our records to ensure consistency and continuity of care. Our team works collaboratively to ensure that each grooming session meets the highest standards of quality and that your dog receives the personalized attention they deserve.
If you have a preference for a specific groomer, please let us know, and we will do our best to accommodate your request whenever possible. Customers who book their appointments in advance not only have the advantage of securing their preferred date and time but also increase their likelihood of being paired with their preferred groomer.