+ NEW CLIENTS

Every client is required to read and sign Pupwash911’s pet grooming release form prior to any grooming services being performed. We practice ‘Humanity before Vanity’ meaning we will not harm a dog with rigorous de-matting. We promise to do everything in our power to keep your dog cute and fluffy. However, if the matting is too severe we will have to shave them down for their comfort. Our top priority is to offer a stress free grooming environment for your dogs. We will not perform any grooming procedure that causes pain or a level of stress on the dog that we find excessive. (i.e. nail trimming, de-matting, etc.)

+ APPOINTMENTS

Appointment times are an 'estimated time of arrival.' We will give you an arrival window for the appointment. We will always try our best to be on time! However, as a mobile service, sometimes our schedule is subject to interruptions and delays such as: refueling, unexpected traffic delays, and running over time on previous appointments. We will contact you if we will be running late or arriving early. On rare occasions, Pupwash 911 may need to cancel your appointment due to emergencies, truck maintenance, equipment failure, illness, etc. Every effort will be made to contact clients in advance to reschedule.

• If the dog has a tendency to run and hide, please have them secure and ready prior to the appointment.
• Do not feed dogs within an hour or so prior to the groom. If they take medication for pain, please give them a little bit of food before the grooming.
• Pupwash 911 will not be held liable for any issues caused by stress including bloat/torsion/GDV caused by feeding prior to the groom.
• Please have dogs go potty before we arrive as to avoid accidents in the salon.
• For the safety of the dogs, the door to the mobile grooming vehicle must remain locked during the grooming session.
• Please do not attempt to open the grooming vehicle door or knock on the door while grooming is in progress.
• We take pet safety very seriously and we assure you, your dog is in good hands.

+ Deposits

For new clients we charge a deposit of $50 per pet to book your appointment. The deposit goes towards the total cost of grooming. The deposit is non-refundable if you cancel, but can be transferred to rescheduled appointments. The deposits may be paid through Venmo (Jhuang11) or Zelle (hello@pupwash911.com).

If we do not receive the deposit, your appointment will not be booked.

+ PAYMENT INFO

Payment is due at time of service, no exceptions. Pupwash 911 accepts Visa, Mastercard, American Express, Discover, cash, check, or forms of electronic payments that are accepted through the popular money transfer apps such as Venmo. All price estimates are subject to change once we meet your dog in person and final price determination will be at the end of the groom.

+ REFUSING SERVICE

Client understands that Pupwash 911 has the right to refuse service to any client's dog at any time for any reason. Client understands that if their dog has a history of/or repeatedly demonstrates aggression or biting of humans or animals, Pupwash 911 reserves the right to refuse service. Client also understands that all bites will be reported to the local authorities as required by law. If false accusations about the dog’s behavior were made when asked during booking of an appointment, we will discontinue services and the client will still be responsible for the full grooming charge. FOR OVERLY AGGRESSIVE DOGS, WE WILL NOT BE ABLE TO MAINTAIN YOU AS A CLIENT.

+ PARKING

Pupwash 911 is a mobile dog grooming salon inside of a Ford Transit. We would like to preserve our salon and vehicle for as long as possible with out the risk of damage or accidents. We ask that you make sure there is adequate parking space for us when we arrive. Parking on flat ground is preferred, and driveways are always a good option unless it’s on a high slope. If we are unable to park in front of your home, we will park nearby and will try our best to not interfere with your neighbor. Once we are parked and have the dog inside the salon, we are unable to stop and move the vehicle.

+ APPOINTMENT REMINDERS

We will send you a courtesy reminder through an automated text message system the week of. Please confirm the appointment when the reminder is sent. Appointments are ultimately the owners responsibility, without confirmation from the reminder message the appointment will be cancelled. Please remember that there is a 24 hour cancellation policy.

All appointments are given a window of arrival. We will keep you updated on the day of your appointment if we are running any earlier or later.

+ CANCELLATION OR MISSED APPOINTMENT

Please contact Pupwash 911 at (714) 451-6807 or via text.

A $75 cancellation fee will be applied to each dog scheduled for any of the following reasons:

• Failure to notify us at least 24 hours in advance to cancel.
• If a multiple dog household is scheduled and you decide you do not want one of the dogs groomed once we have already arrived.
• If nobody is home when we arrive, we will wait no more than 15 minutes and make two attempts to contact you. This does not apply to owners who use a key on file service (In/Out Home Access) option.
• Failure to pay will incur in additional late fees. Due to limited availability if the payment is not received the day of service the future appointments will be cancelled and filled from our waiting list.
• If we are unable to groom your dog because it is extremely aggressive, unhealthy/emaciated, suffering from anything contagious, infested with any type of pest or parasite, severely anxious or panicking, and attempting to groom your dog would jeopardize the pets health and safety.
• We will send courtesy reminders, but the appointment is the owners responsibility to keep track of.

+ KEY ON FILE SERVICE (IN/OUT HOME ACCESS)

Pupwash 911 offers a Key on file service (In/Out Home Access). First time clients are required to be present for initial groomer/client consultation upon arrival. This will not be required for future appointments. This can be applied after a few grooming sessions with us. We want you to get to know us better and feel comfortable using this option. For your convenience, you can provide us with a keypad or garage code for ease of accessibility when you are not able to be at home during a scheduled grooming appointment. You will need to leave a form of payment for completed grooming service. We will not be held responsible for damages or theft to your home or property while grooming your dogs.

• If we are unable to get to your dogs for any reason we will have to reschedule the appointment and it is subject to a cancellation fee.
• Payment must be made beforehand via Venmo or cash/check can be left in the home for pickup.
• If there is no payment available upon arrival, we will not groom the dog and client will be charged a $50 cancellation fee.
• Please review the section on Appointments and Cancellation Policy.

+ MATTED OR NEGLECTED COAT

Excessive dematting is a painful, time-consuming, and a costly procedure that causes extreme discomfort and can aggravate or cause skin problems. It is Pupwash 911’s discretion to determine if it is safe for the dog to be dematted. If not, a “shave down” of the dog’s coat will be completed.

We practice humanity before vanity and will not demat a heavily matted pet. We can demat your pet only on the occasion that the demat process will not cause extreme stress, discomfort or pain. Demat will cost extra (30 min max).

• Pupwash 911 does not de-matt senior dogs or dogs with known illnesses or disabilities.
• The client is responsible for the condition of the dog’s coat and will not hold us responsible in the event of adverse effects of matt removal.
• If you would like to reschedule your grooming appointment to allow you time to brush or comb out the excess matting, a cancellation fee will be applied if it is less than 24 hour notice.

Shaving a pet may be necessary due to matting or it may be by personal choice. Shaving means to clip the coat very close to the skin, which gives a “smooth” look. There can be a variety of skin and coat care problems that may occur after the shave down of a pet. These problems may include the following but are not limited to:

• May dramatically change your pet’s appearance, as the hair will be very close to the skin.
• In some cases pets may also exhibit brief behavioral changes.
• Symptoms may include itchiness, skin redness, bruising, self-inflicted irritations or abrasions by itching, biting, licking, and/or hematomas and swelling due to mats.
• Risks of nicks, cuts and/or abrasions due to the tightness of hair to the skin, moles, warts or skin folds trapped in the mats.
• Moisture trapped near the dog’s skin due to the matting can cause bacteria or skin irritations that exist PRIOR to the grooming process.
• Possible loss of hair growth and/or coat re-growth in different color/texture, different directions (i.e. cowlicks).
• Hyper pigmentation - a darkening of the skin where the coat has not grown back.
• Sunburn (we recommend sunscreen after a shave down).
• Loss of guard coat, especially in double-coated breeds.
• Hotspots can develop days or even weeks after a shave down.
• The client understands that shave downs or custom cuts will be discussed and we will perform the cuts to the best of our understanding and ability, but no other guarantee is made.

+ DE-SHEDDING TREATMENTS

The deshedding treatment is included for the dog breeds that need it, in the luxury bath package or luxury grooming package. This is NOT an a la carte service.

• Keep in mind this DOES NOT STOP OR PREVENT shedding, however it greatly reduces the amount of shedding.
• A thorough brush out will be done throughout the duration of the groom with a variety of brushes and rakes for maximum hair removal.
• Your dog will receive high quality deshedding shampoo and conditioner that is specifically designed to cut down on shedding.
• Deshedding should be done every 4-6 weeks to see optimal results.

+ PRODUCTS

We have a comprehensive range of professional high quality shampoos and conditioners. All of them are products that are salon, quality, safe, and effective to help maintain and keep your pet looking, feeling, and smelling great. We are happy to use your shampoo if preferred or prescribed by the vet.

+ CURRENT VACCINATIONS AND VETERINARY INFORMATION

For our safety as well as your pets, Pupwash 911 requires your pets to be up to date on all their vaccinations prior to any grooming services being performed, but the only requirements we have are:

• Proof of all current puppy vaccinations.
• Proof of current rabies vaccination for any pet over 16 weeks.
• Proof of rabies vaccination should be provided to us upon request as well as current veterinarian information.
• Special health circumstances will be taken into consideration.
• If bitten by your dog and must have the rabies shot or medical treatment, you are liable and responsible for the charges.

If there is an emergency, we will contact the owner first. If we can't get a hold of the owner, we will notify your vet. Any costs from the vet will be the client's responsibility.

+ SAFETY AND DOG BEHAVIOR

Please inform us prior to grooming if your dog has bitten someone, shown any behavioral issues such as anxiety, nervousness, or has aggressive tendencies. We understand not all dogs enjoy certain aspects of the grooming. This does not mean we will not groom your pet, only that we will do our best, be prepared to handle them safely and correctly. If we are not warned beforehand and are caught off-guard and bitten by your dog, the service will have to be brought to an end for safety reasons. The owner will be liable for any bites or any property damage caused by their dogs. For our safety as well as your dog, Pupwash 911 has the right to refuse service in the event of a pet that can not be handled safely. The dog is referred to a veterinarian for grooming to ensure the safety and comfort of the dog and groomer.

+ SENIOR DOGS AND DOGS WITH HEALTH ISSUES

The grooming procedures can sometimes be stressful, especially for a senior dog or a dog with health issues. Senior dogs and dogs with health issues have a greater chance of injury. These dogs will be groomed for cleanliness and comfort in ways that will not add to their stress. Pupwash 911 will make every effort to keep your dog safe and limit handling them in a way that may exacerbate any medical conditions. However, Pupwash 911 will not be responsible for accident or injury to an elderly or health-related dog during their grooming.

+ FLEA & TICK INFESTATION / TRUCK SANITATION

Flea and tick infestations will NOT be tolerated. If a flea or tick is found on your pet, we will either return the pet if the infestation is severe, or administer a flea and tick shampoo to eradicate the fleas in order to maintain salon sanitation.

The owner is responsible for keeping their dogs flea and tick free. If fleas and ticks are found on your dog, Pupwash 911 will automatically administer a flea and tick shampoo to maintain salon sanitation. An additional fee for the flea and tick shampoo will be added to normal grooming charges: $35.

• Flea and tick shampoo DOES NOT prevent fleas from jumping back onto the dog.
• It is the clients’ responsibility to provide proper flea and tick prevention.
• Pupwash 911 will not be held responsible for reactions from manufacturer-recommended usage of said products.
• Additionally, the client is also aware that any such treatments are not guaranteed to be one hundred (100%) effective as the flea and tick shampoo is NOT a preventative method.
• Although flea and tick shampoo will be used, we will not physically remove tick infestations from the pet due to Lyme disease. We recommend ticks to be removed from a veterinarian.

+ PRE-EXISTING CONDITIONS

Occasionally, grooming can expose a hidden medical problem or aggravate a current one. This can occur during or after grooming, and may require immediate medical attention. A on-site grooming assessment prior to bathing and grooming will be completed. If we find anything out of the ordinary, we will notify the owner prior before we begin.

+ PICTURES

Client consents that Pupwash 911 may take pictures of your dog, before and after grooming, and utilize the same for their website, social media and/or advertising purposes at Pupwash 911’s discretion. If you would not like photos to be taken, please inform us on our pet grooming release form.