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Our Policies
BEHAVORIAL ISSUES: It is the client's responsibility to disclose any behavioral and health issues, including, but not limited to, prior injuries, allergies, medications, hip or joint problems, illnesses, infections, and vaccination history before scheduling an appointment. Failure to do so will result in termination of future servicing. We cannot be held responsible for pre-existing conditions. Natasha, with her extensive clinical experience with a wide range of animals, from exotic to large breeds, will always strive to provide the best care during grooming. However, we reserve the right to halt the service at any time if it causes discomfort, stress, or poses a risk to the pet or the groomer. In the event of this interruption, clients are responsible for 100% of the service amount. Clients will also be held responsible in the event of any damaged equipment. Our 1st priority is that of safety for our groomer, and your fur babies' comfort and well-being overachieving a perfect groom.
MATTING: We understand that many pets may have common issues such as tangles or mats, and clear communication during our consultation is key. At the start of each grooming appointment, we conduct a thorough assessment of your pet’s coat condition to determine the best approach. Our top priority is always your pet’s comfort and safety—even if that means prioritizing their well-being over achieving a particular style. We firmly believe in choosing humanity over vanity. Severe matting may incur an additional service charge and, if necessary, shaving may be required. We’ll also happily provide personalized recommendations for at-home brushing techniques and product use to help prevent future issues.
FLEAS: We require all clients to use a veterinarian-approved flea prevention method for both grooming and home care services. Prior to each appointment, we perform a full inspection of your pet’s coat. If fleas or ticks are detected, we will notify you immediately and discuss the necessary treatment steps. In cases of severe flea infestation, we must suspend the grooming service to ensure the safety and comfort of all pets we care for. We follow strict sanitation and sterilization protocols to protect every client. While we understand that flea issues can be challenging, please note that we do not provide extensive flea removal treatments or advice. Effective eradication requires a comprehensive, multi-step approach—including dips, home, and yard treatments—that is best managed by your veterinarian or a pest control professional.
PAYMENTS: We accept Cash, Venmo, Square, PayPal, and all major credit cards. We no longer accept checks. Please have your payment ready upon completion of the service to help us stay on schedule for our next client. Our pricing reflects the value of the personalized care and attention we give to each pet, ensuring you receive exceptional value every time.
CANCELLATIONS: We cannot be held responsible for travel delays, so please be flexible on your scheduled day. Feel free to inquire about our Latchkey option for Club Members. Sometimes scheduling is a challenge, so once established, you do not have to be home for our arrival. Many of our clients leave the garage code/key. You come home to your freshly groomed fur baby!
We do reserve the right to refuse service for any conditions or concerns that may pose potential harm. This includes but is not limited to, excessive matting, parasite infestations, health issues that require veterinary attention, misrepresentation of conditions at booking, safety concerns for our groomer, appt tardiness, etc. If services are terminated for any reason, the full-service fee will apply...grooming or homecare.
We ask that all clients provide a min of (72 hrs) notice for all cancellations. You MUST be sure to receive a confirmation about the cancellation to be considered officially cancelled. Because of the nature of a mobile business, clients are responsible for the full-service price for any missed appointment, regardless of the reason. This fee must be paid before we can honor your next scheduled appointment. These situations create gaps in our schedule and result in a loss of business. As a courtesy, if we can fill the appointment, we will not charge. Please understand these terms before becoming a member of our Wheelin Winston Club. If you are a new client & cancel within the week of your 1st appt, you will be required to pay a 50% deposit, which will be applied to that 1st appt.
Policies are subject to change. Clients are responsible for reviewing all updates, which will be communicated in-app notification. Continued use of our services constitutes agreement to the most current version of our policies. Any & all updates will require updated signatures.