Fresh Paws Mobile Spa Pawlicies
At Fresh Pet Mobile Spa, we pride ourselves on providing high-quality pet grooming services. Before booking with us, please review our policies below.
Confirmations
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The scheduling app texts you 72 hours prior to your appointment, giving enough time to make any adjustments. It will "ask you to confirm/ cancel, please select Y to confirm or N to cancel.
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All appointments MUST be confirmed on MoeGo. Any unconfirmed appointments will be seen as a no-show/ automatic cancellation & will result in full service charge.
Rescheduling & Cancellations
* All appointments must be rescheduled/ cancelled within 48 hours of your appointment.
If you cancel 24 hours prior to your appointment, you will lose your deposit& 50% of the service will be added on the next bill.
Same day cancellations will be result in full charge service and a 50% deposit will be needed to reserve your next appointment.
(We work rain or shine, so check your weather app)
Booking
All appointments MUST be booked through Moego. Please note some time adjustments might be made. First come, first serve. I do not save dates nor do last minute bookings. It is your responsibility to book New clients that must be screened prior to making an appointment to ensure I have enough time during the grooming appointment.
Inquiries
Please text 5624153899 for inquiries. NO DM’s, ONLY THROUGH TEX.T We like to have a b&w and revert back to any notes our clients have. Unfortunately, it is hard to have a conversation while grooming or driving. The safety of your pet and our staff is our priority.
We may not respond right away so please be patient while we find time to respond.
Out of Sight,
Out of Mind
Every dog is different. Some appointments, we leave the door open if we know the dog is calm. However, dogs with high anxiety /aggression/ etc. the door will remain closed. It is easier to groom your dog without the
presence of the owner being there. Also, we’re not babysitters, please watch your lil hoomans, especially when working with scissors to the face (we will not be responsible for any knicks..).
If this is a recurring issue, we will park away from the home and/ or the appointment will be canceled. Please respect our workspace as we respect your home. Also, we are professional groomers and don't need to be micromanaged
Invoices & Receipts
You'll receive a receipt of your services through MoeGo once paid. If your invoice isn't paid yet, a late fee will be added daily ($5/daily).
Drive Time
•The safety of our staff is our #1 priority. We will have a 30-45 minute window before/after every appointment.
There are times when days can be unpredictable: we need a gas fill up, take a breather break, running behind schedule (remember, we're dealing live animals)...
We try our best to be on time, but stuff happens from time to time...
Travel Fee
Will be applied for cities out of our service area
Payments
Payments are due the same day of your appointment. Late payments are subject to $5/daily charge. Clients who pay late will have to pay 100% of the service up front in order to rebook.
Parking
•Parking MUST be provided in order for us to complete the job.
As a client, please advise of any major days like street sweeper/trash days for we are not responsible for any parking tickets and will be on the clients expense(this will be added to your bill).
Once we park, we will not open the door until we complete the service.
New Clients
•Must fill out our questionnaire to ensure we are the right fit for all included parties and especially because we want to get a summary of your pet and it’s grooming history. We will NOT accept new clients during the holidays rush.
Dog’s Health
Over due services
If your pet has overgrown nails, need an extra bath, need more ear cleaning, etc., we will apply an over due fee. (Please keep your pets on a schedule, having over grown nails, build up in ears, etc. causes discomfort)
Ear Hair Plucking
We do not do ear hair plucking. Why? Some dogs do not need it;whereas, other dogs do. We will advise you take your pet to the vet. Leaving the ears exposed can cause ear infections. We leave this to your vet.
Glands Expression
We do not express the glands. Why? Some dogs do not need it. Some dogs do, meaning doing an external/internal expression. If done incorrectly, etc., it can cause damage or more. So we leave this to your vet to do.
Grooming Requests
While we aim to meet all grooming requests, please understand that some styles may not be accomplished due to your dog's coat type, condition or behavior.
Flea/Tick/Dematting/
Deskunking
These services MUST be booked in advanced.
Fleas/ Ticks shampoo DOES NOT prevent these pests from jumping back on your pets...
IT IS / YOUR RESPONSILBITY AS A PET PARENT TO KEEP YOUR PETS ON PREVENTATIVES.*
These appointments will be scheduled for the end of day. If not scheduled on time, appointment will be cancelled resulting in a full-service charge.
Matting/Pelts/Knicks
it is painful for your pets. In the event that your pet(s) is matted, it will result in an additional charge of $1/ per minute to dematt them. However, if your pet is severely matted, a shave down will be done (HUMANITY OVER VANITY).
Dematting
skin irritation can occur when your pet is matted. We are not liable for any knicks/ skin irritation during the dematting process. We are extra careful during this process, but rarely will happen from time to time. This must be scheduled on time to ensure we have enough time blocked.
*If not scheduled on time, appointment will be cancelled resulting in a full-service charge.*
Handling Fee
Pets with behavioral problems
Any pets that is anxious, aggressive, have any type of reactiveness or need more grooming time due to behavioral, a handling fee will be applied &/or must be applied prior to grooming. If equipment is broken due to behavioral problems, automatic fee will be applied. Please be mindful and honest with your groomer. Every pet needs patience, some more than others. Don’t let us find out the hard way😅
Automatic Add-ons
If we have not seen your pet in more than 3 months and their coats need more TLC, a fee will automatically will be applied.
Why you ask? It takes more time to dematt, deshed (w/e the situation if your pets coat is), etc. and properly do our part in the service.
Coats that need shave downs, a few will be applied (this will start at $250+, so please keep your pets on a schedule especially if their coats need consistent grooming)
Calming aid
Must be administered at least 2 hours to the appointment so it takes effect during the service session. If your pet starts showing signs of any behavior issues/stress, we will stop the session. Please let us know in advance if a calming aid was given.
Puppies/Kittens
We suggest starting to start the grooming process as soon your pup/kitten is fully vaccinate/3 months. Why? It helps us introduce the process. Please note that training with noises and tools is suggested at home as well. Additionally, bc puppies /kittens can be wiggly (since it’s a new experience for them), the grooming may not come out ‘perfect’. As a pet parent, it is your job to train in between appointments and keep your puppies on a consistent schedule.
Refusal of Service
As per parents, it is your responsibility to ensure your pets do not have any wounds, fleas, kennel cough, etc.,. We check prior to grooming for anything like this. If so, we will reschedule/cancel the appt, a full service will apply. Why? We want to prioritize the safety of your pets, other clients and our staff.
Vaccinations
All clients must have up to date vaccinations. If your pet is allergic to the vaccinations or are seasoned pets, we will need a written note from your veterinary stating other wise(we will determine if we can provide service for your pet).
Underlying Health Issues
We ask all clients to disclose any underline health problems (eg.: allergies, recent surgeries, pregnancy, previous seizures, etc.) prior to their grooming session. We try and accommodate as much as we can. We are not liable for any allergic reactions, etc.
Ready-To-Go
Pet owners should ensure their dog is ready for grooming the moment we arrive(please take your pets to use the restroom prior to your appointment to prevent them from holding it for 2+ hours and causing them anxiety/discomfort)
As groomers, our number #1 priority is how our clients feel before, during, and after their spa. Our job is to build trust between our client and create a safe space. In the result that your pet becomes stressed, we will stop the grooming session and advise their hooman. As pet parents, it is your responsibility to keep your pets on a grooming schedule according to your pet(s) needs. Please be mindful of their health.