VON PAWS

Policies, Procedures, & Restrictions Contract​

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These policies, procedures, and restrictions are in place to ensure your dog's safety, client-groomer transparency, and to maintain the smooth and consistent operation of business to its fullest potential.

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All clients must read and agree to the following:

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​Communication:

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• Business Hours: Business hours are 9am to 5pm Monday to Friday. We are closed on Saturday, Sunday, and all Federal holidays. The phone line is OFF outside of business hours. This means if you contact us after hours or on a day we are closed, your message will not be received and replied to until the next business day. Please respect that outside hours are strictly reserved for family time and tending to our personal responsibilities. If you need to contact us regarding a Monday appointment, please reach out before 5pm the Friday before. 

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• Method of Communication: Because our work days are spent with both hands on dogs and driving to appointments, texting is the most convenient and efficient way of communication. We will not sacrifice the safety of those on the road or the dogs in our care to answer the phone. Additionally, we have high volume schedules that do not permit time to be on the phone. If we had to stop and answer the phone every time someone called, we wouldn't have time to actually do our job and care for dogs. If you have questions, you can save yourself time by referencing our website. Many answers to common questions can be found here. Text messages will be returned within 1-2 business days, during business hours, and when we have a safe and appropriate time to do so. 

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• Client Response Time Frame: When we reach out to you to schedule an appointment, you will have 5 business days to respond/confirm. Failure to respond past that time frame forfeits any reservation for that appointment, and it will instead be given to someone on our waiting list.​

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Scheduling Appointments:

 

• Service Areas: We only service the foothills and West Denver metro area Littleton, Highlands Ranch, Lone Tree, Englewood, Greenwood Village, Centennial west of I-25,  Lakewood west of Sheridan, Arvada, Wheatridge, Morrison, Golden, Indian Hills, Kittredge, Idaho Springs, Evergreen, Conifer, Pine Junction, and Bailey). ​

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• Latchkey: Von Paws is a Latchkey service - You do NOT need to be home for appointments. We only need to be provided access to your dog. You can either leave them in the backyard or somewhere in your house. If you leave them in the house, we will need either a garage code, door code, or key. The fullest respect for your privacy and property will be exhibited at all times. When we leave, we will return your dog where we found them and ensure to lock everything up.  After your long day of attending work, school, or running errands, you can come home to a nice clean dog. Utilizing the Latchkey service also frees you up from having to adjust your schedule to accommodate our appointments. The majority of our clients opt for Latchkey, and we'd be happy to provide references. ​​

 

• Booking in Advance: At any given time, we are typically booked out 4-16 weeks in advance. If you do not want to to wait that long for your next appointment, we highly encourage clients to get set up on an automatic schedule rotation. During the holiday months of November and December, we book up extremely quickly (everyone wants their dogs fresh and sharp for family gatherings and photo sessions). So please plan ahead and book those holiday appointments a few months in advance. ​​​​​​​​​

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• Schedule Rotations: In order to stay ahead of your dog's shedding cycle, prevent mats from forming, keep their skin healthy, nails short, and our work schedules running smoothly - we only offer schedule rotations on a 2, 4, 6, or 8 week rotation. We cannot accept clients who do not want to maintain their dog's health on a consistent grooming schedule. ​

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• Wait Lists: A wait list is available if we are fully booked and you desire an appointment at or around a specific date. Please let us know if you'd like to be added, and we will contact you in the event of a cancelation. Appointments are given on a first come, first serve basis for those on the wait list. - If you do not reply immediately, we will move down the list to the next person. 

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• Running Late: We do our absolute best to maintain a punctual appointment schedule every day. However, factors beyond our control such as traffic, weather, equipment malfunctions, sick dogs, owner distractions, and/or uncooperative dogs, may cause us to run late to appointments. We will always give you as much heads up as possible if we are running late (if you choose to meet us for the appointment.) Utilizing the Latchkey service can free you from the obligation of meeting with us for appointments.

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• Weather Related Rescheduling: Our business runs year around. However, in the event of hazardous weather conditions (examples: icy roads, heavy blizzards, high wind advisories, or temperatures below 20 degrees), we will reach out to you to reschedule your appointment. We will always do our best to get your dog back in as soon as possible. (If the following weeks are too booked up, we may work on a Saturday to get you in.) Please understand that we will not risk the integrity of our trailer (which is our livelihood) or our personal safety when it comes to hazardous weather conditions. Many dogs and their owners rely on us, and we can't provide them our continued services if we are out of commission due to an accident. For mountain clients that may live on dangerous winter roads, we can also always arrange grooming at a local public location that may be more safe/accessible.

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Pricing and Payment:

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• Accepted Forms of Payment: We accept payment in the forms of Venmo, Cash, Check, or Credit Card. There is a $4 fee for credit cards.​

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• Bounced Checks: There is a $50 fee for bounced checks.

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• Payment Due By: Payment is due in full and on the day of service. If failure to pay on the day of service, there will be a $50 fee added to your bill for each day payment is missed after the initial date of service. After 30 days, your bill will be sent to collections.​

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• Tips: Tips are not required, however are always appreciated. ​​

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• Pricing: Pricing depends on each dog's breed, behavior, health, age, size, hair length, and initial coat condition.

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• Price Changes: Prices are subject to change due to a variety of factors such as inflation and any changes to your dog's behavior, coat condition, and/or health. We will always notify owners of any price changes before their dog's appointment.

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• No Price Negotiations: Mobile grooming is a luxury convenience service. We have meticulously calculated our prices to be both competitive for our area and cover our overhead expenses. Our prices are firm and reflect the quality, experience, and talent of our service. We do not "price match" or negotiate. Clients who do not respect this, will be denied service. ​​

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No Shows and Last Minute Cancelations:

 

• Notification of Cancelation/Rescheduling: If you need to cancel/reschedule an appointment, please contact us at least 24 hours prior to your scheduled appointment date. Failing to give us at least 24 hours notice, may result in the consequences listed below.

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• No-Shows: A no-show is defined as; If we show up to your appointment and you're not home when you originally planned to be home to let us in.  Or, if we show up to your Latchkey appointment and your dog isn't home (ex. you forgot about the appointment and took the dog with you on vacation).

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• Consequences: If you provide less than a 24 hour notice to reschedule/cancel or you/your dog were a no-show, you will be subject to either a $50 inconvenience fee or have to pay for the full appointment. Payment is due on the initial date of missed service. If there is a failure to pay, the fee will be transferred to collections and/or any future appointments will be canceled/denied.  Last minute cancelations and no-shows rob us of the time to make arrangements to fill your appointment slot with another client. - This is extremely unfair and inconsiderate to our other clients who have been patiently sitting on a waiting list. Additionally, please remember that your appointment slot is reserved exclusively for you. So when you cancel last minute/are a no show, we lose out on the income for that time and waste gas driving to your house - This drastically affects our financial ability to recover. How would you like it if you used up the gas in your car and rearranged your day just to show up to work, only to be told once you get there that you won't be paid for the day? As a small business, we greatly rely on every appointment so we can provide for our families and continue to stay in business. While certain emergencies can be waived, simply forgetting about the appointment or failing to manage your own personal schedule is not grounds for exemption. Our business shouldn't have to suffer because of a client's lack of proper planning. If clients struggle with responsibly maintaining their own schedule, we recommend utilizing a calendar or reminder apps.​

 

Tardiness: 

 

• Consequences: Again, we are a latchkey business. - You are not obligated to be home for appointments - as long as you provide us with a way to get your dog from the house. However, if you choose to be home/meet with us for appointments to let us in, you MUST be on time to the appointment.  If you are late, you may be subject to a $50 inconvenience fee or have to reschedule your appointment.  We operate on a highly tight schedule, caring for multiple dogs a day. Each appointment is catered specifically to every dog's uniquely required time. Cutting that time short causes appointments to be rushed. Rushing creates safety risks to your dog and incomplete service. Additionally, when you are late, it forges a trickle down affect and makes us late to every appointment after yours. - That is extremely inconsiderate to both us and our other clients. We respect that all of our clients have their own busy lives to maintain and are expecting us to arrive to their appointment on time. In order to best provide consistent, safe, and thorough service to each and every client, punctuality is crucial.

 

Canine Handling:  

 

• Restraining: We will ONLY use a slip lead and grooming loop to walk, control, and secure your dog. We will NOT use your dog’s leash, collar, or harness as these tools are not always secure or appropriate in controlling a dog. This is state law.

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• Muzzles: Muzzles may be used if necessary as a safety precaution for both dog and groomer.

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Owner Interruptions:

 

• No owners in trailer: For insurance, safety, and biosecurity reasons, owners are not permitted inside of the trailer.

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• Interference: In order for us to provide your dog with a *safe and enjoyable* experience, it is imperative that our work is not interfered with. There is no need for owners to be involved or assist in the grooming process. This is especially pertinent if your dog is acting up, being stubborn, or struggling with confidence while in our care. In order for us to help your dog work through their fear and keep them safe, we need their full attention on us. Codling your dog, giving them treats, and baby talking to them when they are anxious will only reinforce and reward their negative or fearful behavior. It can also give them confusing mixed signals about what they are being asked to do, and will only cause them to become frustrated. A calm, stable, and quiet environment is what creates a calm, stable, and quiet dog.

 

• Distractions: If you choose to be home during appointments, we kindly ask that you remain inside of your house and out of your dog’s range of sight and hearing for the *entire* grooming process. This includes coming outside to talk to the groomer or to "check on" your dog. If a dog sees or hears their owner, they can become highly excitable, anxious, and uncooperative. A dog that is acting up in an environment with sharp tools can lead to them getting hurt, people getting hurt, and broken equipment. This makes the grooming process nearly impossible to continue in a safe and timely manner. Disturbing us/knocking on the door can also startle either us or your dog. And again, that can be dangerous if either of us jump when we have extremely sharp tools near your dog's skin. Or, it can cause us to have to take our attention off of your dog. And often, all it takes is a few seconds where an unattended dog could jump off the grooming table and seriously injure itself. If you would like real time updates on how your dog is doing in the trailer, we are happy to send photos and videos. ​

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•  Consequences: If you insist on interrupting or creating distractions during your dog's appointment, we will stop the grooming process, even if we are not finished, and you will be charged for the full service.

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Matted Dogs: ​​​

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• Added fees for mat removal: When we arrive to your appointment, we will conduct an initial evaluation of your dog's coat condition before grooming. If we find that they have mats that need to be shaved off, we will advise you of our intentions to shave the hair before going forward. You will then have the option to refuse service, however a minimum $50 time and travel fee will apply. If you accept, we will have you sign a mat removal/shave out liability form and you will be charged an additional $2 per minute of mat removal. If we conclude that de-matting your dog will knowingly cause duress, pain, extensive time, or injury to your dog, we will then refuse service. We will also advise you to have your dog de-matted under anesthesia of a licensed veterinarian. You will still be charged a minimum $50 time and travel fee.​​​​

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• After affects of mat removal: Despite it being the most humane option, and no matter how careful and experienced your groomer is, shaving out mats can pose inherent safety risks. Because dogs with mats are already in pain, they do not want to be touched. So they are rarely compliant in standing still. A dog that is thrashing around while sharp objects are being used around them can create a dangerous situation. It is rare, however accidents can happen. After-effects of mat removal can include itchiness, redness, self-inflicted irritations, abrasions, hematomas, or failure of hair to regrow. Removing the mats can also expose bruises, infections, and wounds that were caused from the mats themselves. If the mats were cutting off circulation, especially in areas such as the ears, legs, and tail, hematomas may also form if blood supply rushes back to those areas too quickly. In some cases, dogs may also exhibit brief behavioral changes after mats have been shaved out (they are feeling air against their skin for the first time in a long time, and it may make them temporarily act a bit "off" while they adjust to the new sensation).

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• Vet Care: Owners are responsible for any veterinary care caused from the mats themselves and/or from mat removal. 

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• For additional information regarding what mats are, how they form, the dangers they pose to your dog's health, and how to prevent them, please reference this article.

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Doodles (Poodle Mixes): 

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• Not Accepted: We no longer accept doodles (poodle mixes) - of any type. We are happy to refer doodle owners to other groomers. Thank you for your understanding.​

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• For additional information explaining why we do not accept doodles, please reference this article.

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Haircut Disclaimers: ​​

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• No Haircuts: We are not a full service groomer. We do not perform style hair cuts, breed hair cuts, full body hair cuts, or full body shaving. While we do offer light feather trimming on the legs and feet of long haired dogs (such as golden retrievers, setters, collies, great pyreneese, newfies, berners, and aussies), Von Paws primarily caters to the maintenance and cleaning of breeds that do not require full body hair cuts.

 

Allergic Reactions:

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• Reaction Care: We take great care in selecting products that are highly safe, gentle, pH balanced, and veterinary approved for your dog's skin and coat.  However, every dog's body and immune system is unique, so unpredictable reactions can occur. If your dog has a reaction to a grooming product, please make us aware of it within 24hrs of their appointment. All medical expenses for veterinary care due to the reaction will be covered by the dog’s owner.

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Parasite & Pathogen Protocols:

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• Precautions: To ensure the safety and health of all of our clients and us, Von Paws strives to be a parasite and pathogen-free environment. If your dog has any external or internal parasites, infections, or viruses please notify us so we can take the proper precautions to prevent their spread.

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• Vaccinations: As required by law, presentation of a rabies certificate/ expiration is required before grooming can be performed. Dogs can be groomed 14 days after vaccination. Though state law does not require DHPP and Bordetella prevention, we highly encourage your dog be up to date on them for biosecurity measures. For dogs that have a known reaction to rabies vaccines, a current titer test and note from your veterinarian explaining exemption will be required.

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• Falsifying/Withholding Vaccination Records: If you lie about or withhold your dog's rabies vaccination record, you will be held liable and have to pay for any rabies treatment/prevention if your dog bites us. Colorado state officials will also have to seize your dog, quarantine it, and you will be faced with hefty fines. In extreme cases, the state may also euthanize your dog. So, for your dog's sake, our sake, and your sake, please ensure your dog is up to date on their rabies vaccine. ​​

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Canine Behavior and Medical Disclaimers:

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• Dogs with Behavior Problems:  Please notify us *before* your dog's appointment if they have any behavior problems. Behavior problems can include and are not limited to; lack of basic obedience and socialization, separation anxiety, irritability, protectiveness, possessiveness, hyperactivity, cognitive dysfunction, dog aggression, fear aggression, predatory aggression, play aggression, idiopathic aggression, or exaggerated fear responses towards stimuli (such as loud noises, water, being touched all over their body, having something around their neck, etc.).  It's important to understand that dogs need to be trained for grooming. Dogs with behavior problems especially, may not initially understand the grooming process, and could find the tools, environment, and sensations difficult, frightening, overwhelming, or even threatening. Behavior problems are safety problems. If an unpredictable or out of control dog is placed in an environment with sharp tools, it can lead to them getting hurt, people getting hurt, and broken equipment.  Injuries that misbehaving dogs could inflict upon themselves during grooming include; cuts and scrapes from slamming into clippers or shears, quicked nails from thrashing around during nail clipping, blown out blood vessels in the eyes or tracheal injuries from straining against the grooming loop or slip lead, joint sprains from violently jumping around, or damage to their mouths from biting at brushes, clippers, or shears. Misbehaving dogs can also cause injuries to groomers including sprains, torn ligaments or muscles, broken bones, hemorrhages, or bite wounds to hands and arms that could be career ending.  We do not want any injuries to occur, to either us or your dog. So we will not force your dog to endure anything past their personal limitations. Otherwise, forcing dogs beyond what they can handle will make their behavior problems significantly worse and unsafe.  Sometimes this means that your dog cannot have a complete grooming service. However, that doesn't mean that they can't be trained and eventually capable of handling a full service appointment later on. If this is the case and your dog cannot be calm, comfortable, and cooperative, we will devote the first few appointments to addressing their behavioral needs. We will work on teaching them to trust us, the techniques, tools, and stimuli of grooming. Teaching a dog to first control their reactions and learn that the world is not scary, needs to happen before they get thrown into a trigger stacking situation. This ensures that every grooming appointment going forward, for the rest of their life, can be safe and complete. It's better to have a few unfinished grooming appointments at first, than an injured and traumatized dog that can never be safely groomed. We are also happy to provide owners with resources to help them work with their dog's behavior at home. 

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• Dogs with Health Conditions:  Please notify us *before* your dog's appointment of any pre-existing health conditions. Such conditions can be and are not limited to; a history of seizures, allergies, respiratory conditions, heart conditions, blindness, deafness, difficulty standing or walking, cancer, active infections, arthritis, matted coat, diabetes, abscesses, incontinence, dietary restrictions, recent surgeries, open wounds, lumps and bumps, hypothyroidism, lupus, leukemia, lymphoma, dementia, bone deformities or diseases, or damaged muscles, ligaments, tendons, or nerves. We need to know these things beforehand so we can adjust our schedule and methods to accommodate your dog's special needs. Older dogs especially may require longer appointments so they can have frequent breaks from standing. If your dog's medical condition is too advanced, limiting, or risky, we may have to decline service - Your dog's health and well being is more important than its' vanity. 

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• Withholding Information About Your Dog: If you withhold or falsify information about your dog's behavior and/or health, and something happens to either your dog or us as a result (for example: Your dog has a history of biting people when it's feet are touched, however you choose to withhold that information. And as a result of you not making us aware, we don't muzzle your dog before attempting to trim their nails and we end up getting bit.), you will be held liable and have to pay for any medical treatment. 

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• Emergency Vet Care: In the event of a medical emergency during grooming, clients provide Von Paws full authorization to attempt resuscitation and/or seek medical treatment from nearest veterinarian if owner is not home. All medical expenses that may incur during and after grooming, including from the dog being matted, senior, having pre-existing conditions, or unforeseeable conditions will be the sole responsibility of the owner. 

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• Incomplete Service: In the event your dog becomes too stressed, dangerous, or unwell during their grooming appointment, we will cease service and you will only be charged for what was done up until that point. We will never charge you for full service if full service cannot be completed.​

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Tranquilizers:

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• Protocols: We will not administer any tranquilizers to your dog. Please let us know before grooming if you or your vet has administered any tranquilizers.

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Photography:

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• Photo Release: Clients release authorization to Von Paws to take photos of their dog(s) for client files, business website, and social media pages. All photos taken are the property of Von Paws. Client's personal information will not be shared or sold. 

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No Tolerance Disclaimer:

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•  Communication and Kindness: Each and every one of our clients is deeply cherished by us. You are what keeps us doing what we love to do - caring for dogs! We work extremely hard to ensure your dog's well being is at the forefront of every decision we make. Additionally, striving to remedy any mistakes or clear up misconceptions helps us to constantly improve and provide you with exemplary service. ​If you have a concern, are unsure of the reasoning behind something we are doing, or have a special request, please communicate it to us. - And please do it with composure and grace. It costs nothing to be a kind and decent human. As awesome as we strive to be, we are unfortunately not mind readers. - AKA, we need clients to communicate with us to prevent any misunderstandings or disappointments. We are always happy to accommodate your needs - as long as they do not sacrifice efficiency, quality, or the safety of either your dog or us.  However, let it be known that we have a zero tolerance policy for rudeness, entitlement, aggressive demands, blatant accusations, bullying, and belittling. We will immediately fire and block a client who feels the need to treat anyone employed with Von Paws with less than basic respect. 

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• Humanity Over Vanity: Your dog's safety will always be our first priority. Making owners happy is our second priority. This means that owners may not always get what they want in terms of their dog's appearance. We will never force a dog to endure a stressful, painful, or traumatic experience just to make their owner happy. If owners are unwilling to accept this, we recommend working with a different groomer.

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• Refusal of Service: We reserve the right to refuse service to anyone, for any reason, and at any time. Not every dog or dog owner will be a good fit for us, especially if they compromise our safety, integrity, equipment, and work efficiency.

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• Concerns After a Groom: Please bring any concerns to our attention within 24 hours after your dog has been groomed. That way we can fix any mistakes right away. We cannot fix mistakes past the 24 hour time frame as we have no control over the environment and situations your dog is exposed to once out of our care.

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Referrals:

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• Giving Out Referrals: We love referrals! However, we kindly ask that clients do NOT share the business phone number with referrals. Instead, we ask that clients please direct referrals to our website. Because we are giving our full attention to the dogs in our care and driving to appointments, we are not able to take phone calls. We also do not want referrals calling the number at inappropriate hours. By directing new clients to our website, they can both find all the information they need and also provide us answers to our questions by filling out our contact form. This saves both us and them a tremendous amount of time and keeps things efficient, smooth, and all in one place. This also helps us weed out people who are tire kickers or those who are just not a good fit for us.

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• Referral Discounts: To show our appreciation, current clients will receive a $10 discount for every referral that leads to a booked appointment. 

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Liabilities: 

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• Release: Clients understand and agree to release and hold harmless Von Paws, its owner, employees and affiliates from and against any and all liabilities, expenses, damages, and costs, including reasonable attorney fees, resulting from any service provided or injury including death to your pet(s) whether in our care or after our services have been completed.

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• Legal Ownership: Clients attest that they are the rightful and legal owners of the dogs for which services are being rendered.

 

 

 

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Failing to adhere to any of the above policies, procedures, and restrictions may result in fines, denial of service, and/or referral to a different grooming establishment.