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. The client is responsible for knowing their scheduled appointment, regardless of whether appointment reminders are received. It is understood that all reminders are automated through the salon’s booking system, sent to the primary number and email on file, and cannot be used for salon communication purposes. Clients can unsubscribe from these reminders at any time.
b. The client is responsible for updating and maintaining any pertinent contact information with Le Pawsh, including phone numbers, emails, and alternate contacts.
c. Each client is responsible for divulging 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 discretion 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
On-time is defined as being present in our salon with your pet at the scheduled appointment time. A no-show refers to a client who fails to attend their appointment and does not notify our team about their absence in advance. No-shows are subject to a no-show fee totaling 75% of the estimated service cost. A cancellation fee applies to appointments that the client cancels within 48 hours of their scheduled start time. Refusal of service during or after check-in will also be considered a cancellation. Cancellation fees are 50% of the estimated service cost.
a. On-time is defined as being in our salon with your pet at the time of your scheduled appointment. Neither Le Pawshnor its associates are responsible for getting your pet inside. If you are late or unable to attend, you may be considered late or a ‘no-show’ and will be subject to the applicable fees.
b. A no-show refers to a client who fails to attend their appointment and does not notify our team about their absence in advance. 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 up to 48 hours before the appointment. Email, text, and form submissions through our website are not valid forms of canceling or rescheduling unless authorized by our team. Any cancellations or reschedules made within 48 hours of the appointment will incur a cancellation fee. Refusal of service during or after check-in will also be considered a cancellation. Cancellation fees are 50% of the estimated service cost.
c. Clients who do not attend their scheduled appointment time, refuse service after the drop-off consultation, or arrive more than 15 minutes late are considered ‘no-shows’ and are subject to a fee equal to 75% of their estimated service cost. 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 pick-up.
d. Clients who cancel their appointments more than twice within a 48-hour window in a calendar year may lose the privilege of further booking with Le Pawsh.
3. Credit Card Hold
a. All clients are required to put a credit card on file to hold their appointment. This credit card will only be charged if a no-show or cancellation occurs within 48 hours of the scheduled appointment time. All cards must be credit, not debit, and updated in our system upon expiration. In the event of an expired card or an inability to charge the card on file due to cancellation or a no-show, clients must pay the balance via invoice at their next service and will be required to update the 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 member evaluates the temperament, checks for fleas, and starts 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 structured to allow ample time with each pet; however, grooming is an art performed on live animals, and, as one can imagine, the unpredictable and inevitable happen. The state of pets arriving in our care ranges from perfectly well-maintained at home to matted and flea-infested, which can challenge our schedule. Moreover, temperaments and stress may also impact our schedule.
a. Le Pawsh does not offer daycare or boarding services, and due to our limited space, clients are expected to pick up their pets when notified. Clients will receive a text message 30 minutes before the completion of service, informing them of their pet’s scheduled pick-up time. Clients are expected to pick up their pet at the time we notify them, or within 30 minutes after that. Unless otherwise arranged and approved by our team, pickups that are more than one hour after receiving our notification will be considered late and may incur a late pickup fee.
b. If applicable, our team will notify clients if booked into the last appointment slot of the day on any of our team members' respective schedules of the latest pick-up time. Clients are expected to pick up at the time informed of or risk being charged an ‘after-closing fee’ of $1 for every minute after closing. 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 strive 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 with 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 during 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
Owners are not allowed beyond reception unless they have been discussed, approved, and escorted by a member of our team. Owner presence can lead to distraction and excitement by you 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.
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 owner to treat for fleas. 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
Your cat must remain up to date with rabies and FVRCP vaccinations. Clients must present their cat’s current vaccination records during drop-off.
Updated for 2025