Our Policy

Late Fee

Please be advised that a $5 fee will be charged if you are more than 15 minutes late for your scheduled appointment. If you are more than 30 minutes late, there is no guarantee that we can keep your appointment but a late fee of $10 will apply if we are able to proceed with your appointment. 

No Show Fee

Grooming appointments can take up to 2-4 hours and failing to attend your appointment leaves an empty spot in our schedule that could have otherwise been used by another client. We ask that any cancellations are made at least 24 business hours in advance. Otherwise, a $25 charge will be put on your account or you may be refused future service.

Trim and Grooming Services

We do not offer a trim/haircut without a bath as we cannot work on an unclean coat. Bathing elsewhere is not accepted as we have to ensure the coat is clean to our standards. 

Matted Coats

If your dog is matted and you would like a medium to long-style groom, dematting fees will be charged according to the time  spent on dematting. This is only if your dog can tolerate the process and the matting is mild. The dog’s comfort is our number one priority. As such, we reserve the right to shave dogs (with owner’s consent) if they are heavily matted and de-matting is not an option. If you are uncomfortable with our policy, assessment and grooming plan, please inform us before we proceed with the groom and we will cancel your appointment on spot with no charge. If you insist on a long-hair groom and your dog is mildly matted, you accept the risk of  added pressure & discomfort to your dog during the de-matting process & thus will be responsible for any complications resulting from the discomfort. If you would like to keep your dog in a longer style, you will require a more frequent grooming sessions (4-6 weeks). We are happy to leave your dog’s coat in as long a blade as possible and work out a schedule of regular tidy visits, so they are kept in good shape. We understand you may want a longer style, but sometimes it is not feasible or comfortable for your dog. Our approach is to do what is best for your dog. We are here to help you and your pet, so reach out to us with questions about proper at-home maintenance and read our educational IG posts regarding proper brushing techniques and frequency for a healthy coat.

Pre-Existing Medical Conditions

Client have the responsibility to advise us of any allergies, sensitivities, or pre-existing medical conditions upon registration such that aggravating these conditions can be avoided. Please let us know of any prior grooming history you or your dog may not have found satisfactory. We want to avoid repetition of poor or unpleasant experiences. We take extra precaution when grooming senior dogs to give them breaks and make sure they are comfortable during the grooming process. Some animals will experience a level of discomfort after the groom due to standing for longer than they are used to. This is completely normal. If there is anything out of the ordinary, we will call the owner first. The animal may need to be picked up prior to the completion of the groom to ease its stress or exhaustion. We will not be responsible for any complications due to pre-existing medical circumstances. ​ All medical expenses for Veterinary care, due to these problems, will be covered by the animal’s owner agreed upon by signing the consent form.

Double/Triple-Coated Dogs

We will discourage double/triple coated dogs to be shaved. We offer a bath and deshedding service that we urge you to try before opting to shave your dog. A clippered/shaved double/triple coat may grow back patchy, cause skin irritation, and other conditions or may not grow back at all. Please note that protocol excludes grooming techniques such as the use of clippers for double coated dogs. We offer grooming using scissors for double/triple coated dogs unless otherwise requested by the client. If you opt to shave/clipper your double/triple coated dog, you will be required to sign a waiver reiterating these points. 

Interruptions During Grooming Sessions

For the safety of the pet being groomed, as well as the professional pet groomer, we ask that you do not interrupt the groomer during grooming. If you arrive to pick up your pet and they are still being groomed, please do not enter the salon or allow him/her to see you. Please wait outside and call us to inquire about the groom. Every effort will be made to ensure your pet is groomed as safely as possible, but an excited pet can be dangerous to continue to work on. If you insist on talking to your pet or the groomer, we reserve the right to end the grooming session, even if the grooming is not completed and the full grooming price will be charged.

Aggressive Animals and Right to Refuse Service

In the event that your pet is too stressed or becomes dangerous to groom, fluffy lounge has the right to refuse grooming services, stop grooming services, or cancel grooming services at any time before, during, or after grooming and the client will be charged a grooming fee (for what was done up until that point).

Satisfaction

Your satisfaction is important to us! We encourage you to clearly communicate any instructions you may have for the groom when dropping off your dog, or via text. You may choose to send us a reference picture and we will try our best to achieve your desired look. If you are unhappy for any reason, and would like minor adjustments, our groomers will be happy to make any adjustments when you pick-up your pet from his/her appointment. Please note such adjustments include minor modifications (e.g. tail length, ear length, muzzle length, eyelash trim, etc.) and does not include adjustment to the length on the body. Once you take your pet home from the appointment, any return visits will be treated as a new grooming session, and you will be required to book an appointment and will be charged a grooming fee to be determined by the extent of the adjustment.

Grooming Session Length

Every effort will be made to keep our scheduled grooms running smoothly. A typical pet groom (excluding de-matting & de-shedding) can be completed in 2 – 3 & a half hours from the time of your appointment, depending on the size of the dog, coat condition, and the requested style. If your pet has behaviour issues or skin and coat problems, or there is de-matting & de-shedding processes involved, you will be looking at a longer period of time. Rushing a grooming session can be dangerous! Please schedule your appointments while keeping the length of grooming session in mind. If you insist on rushing the groomer, we have the right to terminate the grooming session as we will not sacrifice safety of your dog for a shorter time-frame.

Senior Dogs Policy

We will use extra care and patience for older pets; however, we will not be held responsible for any reaction due to the mental or physical stress of grooming geriatric pets. If in our judgment, brushing or clipping, or any other grooming procedure is determined to cause too much stress to the pet, we will modify or terminate the haircut. Please be sure to notify us of any health conditions that might make your pet uncomfortable during the bathing, drying, or clipping phases. Any grooming which takes place on an elderly or frail pet is conducted at your risk.