Policies

Welcome to Le Pawsh. Here's everything you need to know before your appointment — no fine print, just the essentials.

Before Your Appointment

We're so glad you've chosen Le Pawsh. To make sure every visit goes smoothly — for you, your pet, and our team — there are a few things we'd love for you to know ahead of time.

Once your appointment is booked, you're all set. Reminders will come through automatically via our booking system, so please don't unsubscribe from our messages — that's how we communicate with you directly, keep you in the loop on your pet's service, and any important notes.

It's also important to keep your contact information current with us. And if there's anything going on with your pet that we should know about — a recent surgery, a heat cycle, a history of snapping when nervous — please tell us. We promise we won't judge. We just want to be prepared so we can give your pet the best possible experience. We reserve the right to pause or decline service if we feel it isn't safe to proceed.

Arriving on Time

We treat every pet like a VIP, which means every appointment slot matters. Being "on time" means you and your pet are with us inside the salon at your scheduled time — our team won't be able to come out to collect your pet.

If something comes up and you're running behind, please call us right away. After a 15-minute grace period, it's at our team's discretion whether we can accommodate you, and a late fee may apply.

Running late? A quick call goes a long way — we'll always do our best to work with you.

Cancellations & No-Shows

We completely understand that life doesn't always go to plan. That said, last-minute cancellations and no-shows do affect our team and the pets on our waitlist, so the following fees apply:

No-show or cancellation within 2 hours: 75% of the service cost.

Cancellation within 24 hours: 25% of the service cost

Please call us directly to make any changes to your appointment.

Credit Card on File

A credit card is required to reserve your appointment. It will only be charged in the event of a no-show, a late cancellation, or any additional fees — such as a late pickup fee. Please keep your card updated in our system; if it's expired when a charge is needed, the balance will be due at your next visit.

Pick-up

You'll receive a text 30 minutes before your pet is ready for pick-up. Due to the variety of coat conditions and personalities under our care, your estimated pet’s pick-up time may vary. We ask that you arrive within 30 minutes of that message. As much as we adore your pet, Le Pawsh is a grooming salon — not a daycare — and our space is limited.

For clients in our last appointment of the day, our team will let you know the latest pick-up time. Pick-ups after closing are subject to an after-closing fee of $2 per minute.

We know schedules can be unpredictable — if you think timing might be tight, just let us know ahead of time, and we'll do our best to plan around it.

Pricing & Payment

Transparency is something we take seriously. Any quotes provided before your pet's in-person assessment are estimates — the final price is confirmed once our team has serviced your pet. Any of our optional ‘Additions’ will be discussed with you at drop-off and reflected in your total at pick-up. This also applies to extra charges (think extra brushing, matting fees, or treatments) that may be provided during the service.

We accept all major credit cards and cash. We don’t accept checks or payment apps. Payment is due at pick-up.

A Few Things Worth Knowing

Staying in the reception area.

We know it's hard to hand your companion over and walk away — trust us, we get it. But clients aren't permitted beyond the reception area. Having pet parents nearby can cause excitement or anxiety in pets, which can lead to accidents. Rest assured, your pet is in exceptional hands.

Senior pets (aged 10+).

Our senior guests hold a very special place in our hearts, and we approach their care with extra gentleness. That said, grooming can be more taxing on older pets, and we may need to stop a service early if we feel it's in their best interest. Senior pets can be more susceptible to stress, fatigue, and dryer-related reactions — by bringing your senior pet in, you're acknowledging and accepting those inherent risks.

Matting.

We see it often, and we never shame — but we do need you to understand what matting removal involves. In more serious cases, we may need to shave your pet down entirely. Once the matting is removed, the skin underneath can show irritation, redness, or other changes that were hidden beneath it. This isn't something we cause — it's what the matting was concealing all along. We'll always walk you through what we find at pick-up.

Stitches.

If your pet is currently healing from a procedure, they'll need to wait until their stitches are fully removed before we can see them. Arriving with undisclosed stitches will be treated as a no-show.

Shampoos.

Our products are carefully chosen — gentle, professional-grade, and suited for a wide range of coat types and sensitivities. We do not accept outside products unless it's been prescribed by your vet. We truly have it covered.

Creative Color Services

Color grooming is one of our favorite ways to let pets' personalities shine — and like all art, the results are beautifully unique. Coat type, color, and temperament all play a role in the outcome, and white coats tend to hold color most vibrantly. We use only pet-safe products, though some skin reactions may not appear until after your appointment. If your pet has sensitive skin, we'd recommend a conversation with us before booking color.

Extensive color services require a Creative Color Consultation before booking. Bleaching is performed only at the discretion of our team.

In Case of an Emergency

Your pet's safety is our highest priority. Our team is trained in pet CPR, and we're always prepared to act quickly. If your pet requires urgent veterinary attention during their visit, we'll contact you immediately and, with your authorization, bring them to Beacon Veterinary Specialists — a 24-hour emergency veterinary clinic located at 1618 Washington Blvd, Fremont, CA 94539 (in the back of the Ohlone Village Center). Please note that emergency veterinary costs are the client's responsibility.

For Our Cat Clients

Everything above applies to your feline family members, too. Here's what's unique to cat appointments at Le Pawsh:

Your cat must arrive in a carrier and remain in it at all times. No carrier, no service — it's that simple, and it's for everyone's safety.
After drop-off, we ask that you stay close by while our team completes the initial assessment — a temperament check, a flea inspection, and a nail trim. If at any point we find that your cat is too stressed to continue, or if fleas are detected, we'll wrap up early and charge for what was completed.
Please bring your cat's current vaccination records (rabies + FVRCP) to every appointment. We can't begin without them.
We don't groom senior cats who have never received professional grooming before. First-time experiences can be especially overwhelming for older cats, and their well-being always comes first.
We do not service feral cats.
If fleas are discovered after the initial assessment, your cat will automatically receive our De-flea Treatment, and you'll be charged accordingly. If caught during the initial check, we'll send you home to treat them before rescheduling.

Vaccinations

All pets must be current on their core vaccinations prior to their appointment.

Dogs — Rabies + DAPP/DHPP

Cats — Rabies + FVRCP

Cat owners, please remember to bring vaccination records to drop-off — we'll need to see them before we begin.

Photos & Content

We pour our hearts into every groom, and we love sharing the results! By visiting Le Pawsh, you're giving us permission to photograph and film your pet for use on our social media, website, and other marketing materials. If you have any concerns about this, please don't hesitate to let us know.