Policies
All policies, described below, will be signed off by all pet parents when booking their appointment and will be actively enforced. We thank you for your understanding.
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 in the case of a no-show or cancellation taking place less than 48 hours prior to the scheduled appointment time. All cards must be credit, not debit, and updated in our system, once beyond the expiration date.
b. In the event of an expired card or inability to charge the card on file, due to a cancellation or no show, client will be expected to pay balance via invoice or at their next service and will be required to update card.
Punctuality, Cancellations, and No-Shows
a. Cancellations and reschedules must be done via Vagaro, at a minimum of 48 hours before the scheduled appointment time. Email, text, and form submissions through our website, will not be accepted as a valid form of cancelling and/or rescheduling, unless authorized by our team.
b. Clients arriving more than 15 minutes late to their scheduled appointment time are considered a no-show. If you are running late, please call and notify us. It is entirely up to the discretion of our team, based on our schedules and timing, if your pet would still be able to be serviced beyond the 15-minute grace period. In the case of our team accepting your pet beyond the 15-minute grace period, you will be charged a late fee, which is variable, based on the extent of your lateness, and will be charged during pick-up.
c. Clients who cancel their appointment within the 48-hour window, more than twice in a calendar year, may lose their privilege of further booking with Le Pawsh.
Pet Pick-Up Time Fluctuations
Our salon schedule is structured to allow ample time with each pet, however, grooming is an art that is performed on live animals and, as you can imagine, the unpredictable and inevitable happens. The state of pets coming into our care range from perfectly kept up at home to matted and/or flea infested, which may challenge our schedule. Furthermore, temperaments, stress, and the intricacies of certain requested haircuts may also set our schedule back.
Late Pick Up
a. Le Pawsh does not offer daycare or boarding services, and due to our limited space, clients are expected to pick up their pet when notified. Clients will be sent a text message notifying them of their pets expected pick up time, 30 minutes prior to being complete. Clients are expected to pick up their pet at the time we notify them of, and/or within 30 minutes beyond that. Unless otherwise arranged and approved by our team, pick-ups that are an hour beyond receiving our notification, will be considered a late pick up, and may incur a late pick-up fee.
b. Those that book into the last appointment slot of the day, on any of our team’s respective schedules, will be notified by our team of the latest pick-up time, if applicable. Clients are expected to pick up at the time they are notified of, or risk being charged an ‘after closing fee’ of $1 for every 1 minute after closing. Hours can be found here.
Pricing & Payments
a. We strive to be as transparent as possible with our prices and practices, for your convenience and trust. All clients that book an appointment are expected to be aware and up to date, of the costs associated with. Any additional fees (i.e. 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 Add-on Services are to be discussed during drop-off and will be added to the total price during pick-up.
b. Clients are required to pay at the time of pick-up, unless otherwise discussed and approved by our team. We accept all major credit cards and cash for your pup’s appointment. We do not accept checks or app payments.
Owners Present During Service
Owners are not allowed beyond reception unless discussed, approved, and escorted by a member of our team. Owner presence can lead to distraction and excitement by your, or other pet(s), which may result in injury.
Pre-Existing Conditions & Injuries
We are not liable for any pre-existing injuries or conditions, diagnosed or undiagnosed, of which may become aggravated, exacerbated, or discovered under our care. This includes but is not limited to, bone injuries, self-inflicted injuries if crated, the state of your pet’s skin once de-matted, etc. Our processes always place your pet’s health and safety at the forefront, and we will notify you of any complications or issues.
Senior Pets
a. Senior pets, or pets that at or above the age of 10, require extra care, of which our team is trained to handle. Due to our gentle approach, we will only progress your pup’s service if we feel it is safe and, if deemed necessary, will 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 has the potential to worsen, exacerbate, or uncover, hidden medical issues, all of which Le Pawsh will not be held responsible for.
Matting Removal & Shaving
a. Matting occurs when your pet’s coat is improperly cared for. Not only is it uncomfortable for your pet, but also disrupts or cuts off blood circulation, can create scabbing, and may require to be shaved. In more severe cases, your pet may need to be shaved entirely to address the mats throughout. Due to the obstruction, we may not be able to see underneath the matting when shaving, resulting in nicks, pulling and removal of scabs, moles, and skin tags. Furthermore, the release of the skin and blood flow may result and uncover irritation, hematomas, itching, and redness, post grooming service. Please understand that this is not our doing, rather a result of removing what had caused it in the first place. We are not liable for any injury that may occur during the mat 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 is required to be paid during pick-up.
Hair Dye & Creative Color Services
a. Though Le Pawsh uses pet-safe products for all color, there is a risk for skin irritation and reaction. Some reactions may not be visible or apparent whilst in our care, and if there appears to be any sort of reaction, we will terminate color services immediately and rinse your pet. If your pet has sensitive skin, we advise not doing color services.
b. Though our team works and offers with dye services, please be aware that color application is an art that may not turn out exactly as you envisioned. Pet coat, temperament, and time commitment need to be considered when deciding the intricacies of your requested design.
Accidents, Injuries, & Emergencies
a. Grooming can be a stressful process for some pets, and some react in unpredictable ways. Our team undergoes extensive training including pet CPR to be ready to react properly. Any pet that sustains an injury or presents a symptom that is determined by our team to require veterinary care, will be taken to 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)
b. 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. It is understood that all attempts will be made to contact you in the event of an emergency.
Right to Refuse Service
a. Though we are passionate about offering our services to your pup, certain behaviors are not permitted whilst under our care, including but not limited to, aggression towards our team or other pets, frequent potty accidents due to improper home guidance, and freak outs that can result in injury to your pet or others.
b. All shampoos and conditioners used at Le Pawsh are gentle, hypoallergenic, and range from clarifying to therapeutic treatments. It is understood that clients are not permitted to bring in their own shampoos and conditioners, unless prescribed by a veterinarian.
c. Medicated shampoos and sprays are known to dry out the skin and coat and have the potential to cause other issues within the body. We recommend everyone try our treatments and approach before requesting we use a medicated shampoo on your pet. Le Pawsh will not be held responsible for any dryness caused by the requested use of your pet’s medicated shampoo.
Responsibility of Clients
a. It is the responsibility of each client to divulge any information or conditions their pet may have, that could potentially hinder or interrupt service and/or pose as a threat to anyone. This includes, but is not limited to, pets being in heat, recent surgeries, recent injuries, past bite history, etc. It is up to the discretion of the Le Pawsh team, whether your pets service may commence. We encourage anyone that is unsure to reach out via phone or our website for clarification and guidance.
b. Pets with stitches must wait for stitches to be removed, to receive any appointment service. Pets that arrive with stitches will be denied service, and clients will be charged with a cancellation fee.
c. Clients that withhold information about their pet, including but not limited to, having stitches, etc., may have their appointment terminated mid service, and will be required to pay the full amount.
d. It is the responsibility of the client to update and maintain any pertinent contact information with Le Pawsh, which includes phone numbers, emails, and alternate contacts.
Photo Release
Clients authorize Le Pawsh to take photographs and video content of their pets, for use on social medias, website, advertising, and any other business related matters, deemed appropriate by Le Pawsh.
Current Vaccinations
All clients are required to keep their pets up to date on core vaccinations.