Cat Policies
Le Pawsh welcomes all feline companions to partake in our coveted spa experience. Due to the nature of cat handling and the additional skill and training required, all wishing to have their cat treated with our services must understand and sign these consent and liability guidelines.
The Le Pawsh team will actively enforce the following guidelines.
1. Responsibility of Clients
a. Once an appointment is scheduled, the client is responsible for knowing their appointment time and must attend, regardless of confirmation. All appointment reminders are automatically sent via the salon’s booking system to the primary contact number on file and are not intended for client-salon communication. Clients can unsubscribe from reminders at any time.
b. Clients are responsible for updating and maintaining any pertinent contact information with Le Pawsh, including phone numbers, emails, and alternate contacts.
c. Client are responsible for disclosing any information or conditions their pet may have that could hinder or interrupt service or pose a threat to anyone. This includes, but is not limited to, pets in heat, recent surgeries, recent injuries, bite history, etc. Le Pawsh reserves the right to decide whether your pet’s service may commence. We encourage anyone unsure to contact us by phone or through our website for clarification and guidance.
2. Punctuality, Cancellations, and No-Shows
a. ‘On time’ is defined as being in our salon with your pet at your scheduled appointment time. Le Pawsh team members are not responsible for bringing your pet inside. If you're late or cannot attend, you may be considered late or a No-show and will be subject to the applicable fees.
b. ‘No-shows’ refers to clients who fail to attend their appointment and do not notify our team about their absence in advance. Additionally, clients who cancel or reschedule within 2 hours of their appointment or arrive more than 15 minutes late will be considered a no-show. No-shows are subject to a no-show fee totaling 75% of the estimated service cost.
c. Cancellations and reschedules must be handled through Vagaro or by phone call, up to 24 hours before the appointment. Email, text, voicemail, and website form submissions are not valid forms of canceling or rescheduling unless confirmed by our team. Any cancellations or reschedules made within 24 hours of the appointment will incur a cancellation fee; those who refuse service during or after the check-in consultation will also be considered a cancellation. Cancellation fees are 25% of the estimated service cost.
d. If you are running late, please call and notify us. It is solely at our team’s discretion whether your pet can still be serviced after the 15-minute grace period. If our team accepts your pet after the 15-minute grace period, you may be charged a variable late fee based on the extent of your lateness, which will be applied at the time of pick-up.
3. Credit Card Hold
a. All clients are required to add a credit card on file to reserve their appointment. This card will only be charged if there is a no-show or cancellation within 24 hours of the scheduled time. Cards must be credit, not debit, and should be updated in our system when expired. If a card is expired or cannot be charged due to cancellation or a no-show, clients will need to pay the balance via invoice at their next visit and update their card.
4. Pet Drop-off
a. All cats are required to be transported in a carrier and must remain in the carrier at all times. Failure to comply with this will result in cancellation, and associated costs will be incurred.
b. After dropping off your cat, please stay nearby while our team members evaluate the temperament, check for fleas, and start the nail trimming process. If, during this initial assessment, we find that your cat is intolerant of our care or has fleas, we will end the service early and charge based on the work completed.
c. All current vaccination records must be presented at the time of drop-off.
5. Pet Pick-Up
The schedules at Le Pawsh are designed to allow sufficient time with each pet; however, grooming is an art performed on live animals, and, as one can imagine, the unpredictable and inevitable can happen. The condition of pets arriving in our care varies from perfectly well-groomed at home to matted and flea-infested, which can challenge our schedule. Additionally, temperaments, stress levels, and specific haircut requests may also affect our timing. Service times can also differ depending on who your pet is booked with.
a. Le Pawsh does not provide daycare or boarding services. Due to limited space, clients are expected to pick up their pets when notified. Clients will receive a text message 30 minutes before their pet’s scheduled pick-up time. Clients are expected to pick up their pet at the notification time or within 30 minutes afterward. Unless arranged and approved by our team, pickups more than an hour after notification will be considered late and may result in a late pickup fee.
b. If applicable, our team will notify the clients booked into the last appointment slot of the day about our team members' latest pick-up time. Clients are expected to pick up at the scheduled time or risk being charged an ‘after-closing fee’ of $2 per minute. Hours can be found here.
6. Pricing & Payments
a. All Feline Service appointments require a non-refundable deposit of $50, which is applied to the overall appointment cost.
b. We aim to be as transparent as possible with our prices and practices for your convenience and trust. All clients who book an appointment are expected to be aware of and up to date on the associated costs. Any additional fees (e.g., extra-brushing charges, matting charges, late fees, etc.) may not be calculated at the time of drop-off and will be added to the total price at pick-up. All ‘Additions’ will be discussed during drop-off and added to the overall cost.
c. Clients must pay at the time of pick-up unless otherwise discussed and approved by our team. We accept all major credit cards and cash. We do not accept checks or app payments.
7. Owners Present During Service
Clients are not allowed beyond the reception. Client presence can lead to distraction and excitement by your pet or other pets, which may result in injury.
8. Senior Pets
a. Senior pets, or pets at or above the age of 10, require extra care, which our team is trained to handle. Due to our gentle approach, we will only proceed with your pet’s service if we believe it is safe and suitable. If deemed necessary, we reserve the right to terminate our services prematurely. It is understood that senior pets are more prone to dryer-seizures, fatigue, and stress. It is understood that a grooming service can potentially worsen, exacerbate, or uncover hidden medical issues, all of which Le Pawsh will not be held responsible for.
b. Le Pawsh will not service any senior cat that has never had professional grooming services before.
9. Matting Removal, Shaving & Overall Condition
It is understood that matting occurs when a pet’s longer coat is improperly cared for. Not only is it uncomfortable for your pet, but it also disrupts or cuts off blood circulation, can create scabbing, and may require spot shaving. In more severe cases, your pet may need to be shaved entirely to address the matting throughout. Due to the obstruction matting presents, we may be unable to see underneath when shaving, resulting in nicks and the pulling and removal of scabs, moles, and skin tags. Furthermore, the release of the skin and blood flow may reveal irritation, hematomas, itching, and redness after the grooming service. It is understood that this is not our doing but rather a result of removing what had caused it in the first place.
a. Le Pawsh is not liable for any injury that may occur during the matting removal process, nor will we be held liable for the condition of your pet’s skin after the matting is removed. Matting and extra brushing fees may be added to the overall service cost and must be paid at the time of pick-up.
b. Clients who book our ‘Bath & Brush’ service and arrive with a pet with matting present requiring a shave service may receive a ‘Bath & Haircut’ service based on severity and determined by our team. If our schedules cannot accommodate, your appointment will be rescheduled.
c. A complete refusal of service due to an unwillingness to allow our team to address the matting deemed necessary by our team will be considered a cancellation, and all associated costs will accrue.
d. Le Pawsh does not offer a De-flea Treatment as a standard service Addition for cats. Cats discovered to have fleas during the initial assessment will have their services terminated and be sent home for the client to treat for fleas. However, cats found to have fleas after the initial assessment will automatically be treated with our De-flea Treatment and charged accordingly.
10. Pre-Existing Conditions, Accidents, Injuries, & Emergencies
a. Le Pawsh is not liable for any pre-existing injuries or conditions, diagnosed or undiagnosed, which may become aggravated, exacerbated, or discovered under our care. This includes, but is not limited to, bone injuries, self-inflicted injuries (from within a crate or otherwise), the state of your pet’s skin once de-matted, etc. Our processes always prioritize your pet’s health and safety, and we will notify you promptly of any complications or issues that may arise.
b. The Le Pawsh team’s standard protocol is to clip nails as short as possible without exposing the quick. Due to your pet’s potential erratic behaviors and nail coloring, it is understood that this service has the inherent risk of exposing them.
c. Grooming can be stressful for some pets, potentially resulting in unpredictable behaviors. Our team undergoes extensive training, including pet CPR, to ensure we are prepared to react appropriately. Any pet that sustains an injury or presents a symptom that our team determines requires veterinary care will have service ended immediately.
d. In the event of an emergency, you, the client, authorize Le Pawsh to seek immediate veterinary care for your pet, potentially at your own expense, at Beacon Veterinary Specialists, a 24-hour emergency vet located at 1618 Washington Blvd, Fremont, CA, 94539. (Found in the back of the Ohlone Village Center). It is understood that all attempts will be made to contact you in the event of an emergency.
11. Right to Refuse Service
a. Le Pawsh does not service feral cats.
b. Cats are independent creatures of habit, and disruption to their routines, particularly in the form of a new environment, may provoke them into acting erratically and aggressively. While our goal is to provide a comprehensive service, we reserve the right to end services early if your cat poses a safety risk to themselves or others. This includes, but is not limited to, excessive thrashing around, biting, and clawing.
c. Clients are not permitted to bring their shampoos and conditioners unless prescribed by a veterinarian.
d. Medicated shampoos and sprays are known to dry out the skin and coat, weigh down the coat, and potentially cause other issues within the body. We recommend that everyone try our treatments and approach before requesting that we use a medicated shampoo on their pet. Le Pawsh will not be held responsible for any dryness or haircut outcome caused by using your pet’s medicated shampoo.
e. Cats with stitches must wait for stitches to be removed before receiving any appointment service. Pets arriving with stitches will be denied service, and clients will be charged a no-show fee. Clients who withhold this information may have their appointment terminated mid-service, and if this occurs, they will be required to pay the full amount of the service.
12. Photo Release
Clients authorize Le Pawsh to take photographs and video content of their pet(s) for use on social media, the website, advertising, and any other business-related purposes deemed appropriate by Le Pawsh.
13. Current Vaccinations
All cats must be up to date on rabies and FVRCP vaccinations. Clients must present their cat’s current vaccination records during drop-off.
Updated for 2026