1.1 All new clients are required to provide a non-refundable 50% booking deposit at the time of scheduling.

1.2 Deposits must be paid immediately upon booking or at the time an invoice is received.

1.3 Appointments are not secured until the deposit has been paid and will be removed after 24 hours.

1.4 Any appointment without a deposit made may be removed from the schedule without further notice.

1.5 All deposits are applied to the final balance at checkout.

1.6 Clients on an four (4) week or longer schedule, rescheduled appointments, clients without a valid card on file, or clients with a history of cancellations may be required to pay either a non-refundable deposit up to 50% or full prepayment for all future appointments. Payment is due immediately upon booking, and appointments will not be held without completed payment.

2.1 Cancellations or reschedule requests made five (5) business days before the scheduled appointment are subject to a 50% cancellation fee.

2.2 Cancellations or reschedule requests made within two (2) calendar days of the appointment will be charged 100% of the scheduled service cost.

2.3 Same-day cancellations and no-shows will be charged 100% of the scheduled service cost.

Holiday & Closures Cancellations

2.4 Courtesy Same-Day Return After No-Show. If an appointment is classified as a no-show due to inability to make contact or access the pet within the allotted wait period, Dandi Pawz Grooming may, solely as a courtesy, offer a same-day return. Same-day returns are not guaranteed and are subject to routing availability and groomer discretion. If a same-day return is approved, a $35 return service fee will apply. This fee is in addition to any applicable no-show or cancellation fees.

2.5  During posted holiday closures or periods when Dandi Pawz Grooming is not operating, standard business days do not apply. Cancellations or rescheduling requests for appointments scheduled immediately before or after a holiday closure must still meet the required notice period prior to the closure date to avoid applicable cancellation fees.

2.6 Business days are defined as days Dandi Pawz Grooming is open for normal operations. Weekends, holidays, and announced business closures are not considered business days. Requests received during closures are considered received on the next business day and will be reviewed according to the active cancellation policy.

2.8 Cancellation fees apply regardless of reason, including illness, emergencies, travel, scheduling conflicts, preferred groomer availability, or any other reason not listed.

2.9 All cancellation, reschedule, and no-show fees apply equally to all clients without exception.

2.10 The card on file will be automatically charged when a cancellation is verified. A receipt will be sent for the clients records.

2.11 If the card on file declines, an electronic invoice will be issued and must be paid immediately.

2.12 Clients with repeated cancellations or no-shows may be required to prepay up to the full service cost for future appointments.

2.13 Canceling or skipping future appointments does not waive outstanding amounts owed, regardless of reason.

2.14 If multiple pets are scheduled and one or more pets are canceled, a cancellation fee applies to each individual pet removed from the appointment.

3. Vaccine & Medical Documentation Requirements

3.1 Rabies Vaccination Requirement

All pets must have a current rabies vaccination or a valid rabies titer test on file prior to grooming. Proof must be provided before the appointment. Expired or missing rabies documentation will result in immediate cancellation of the appointment until valid records are received.

3.2 Rabies Reporting Requirement

If a pet is found to be unvaccinated for rabies and a bite, scratch, or exposure incident occurs, Dandi Pawz Grooming is legally required to report the incident to the local health department and animal control for rabies risk assessment.

This reporting requirement is mandated by North Carolina state law and cannot be waived for any reason.

3.3 Bordetella Requirement

All pets must be current on the Bordetella vaccine unless a licensed veterinarian provides a written statement documenting a medical exemption. Personal preference or non-medical objections do not qualify as exemption.

3.4 Documentation Submission & Verification

Vaccination records must be submitted prior to the appointment and must remain current. Failure to provide updated or accurate documentation will result in removal from the schedule until records are verified and accepted.

Dandi Pawz Grooming reserves the right to contact the pet’s veterinarian directly to confirm vaccine status or verify medical exemptions.

3.5 Falsified or Altered Records

Submitting falsified, altered, incomplete, or intentionally misleading vaccination documentation will result in immediate and permanent termination of services. This includes knowingly presenting expired vaccines as current and/or falsified medical exemption letters.

3.6 Appointment Restrictions Due to Missing Vaccines

If required vaccines are not current or documentation is not provided at the time of service, the appointment will be canceled or rescheduled at the client’s expense, and any applicable cancellation fees will still apply per Section 2.

4. Appointment Availability, Adjustments, and Reminders

Scheduling

4.1 Due to routed scheduling, Dandi Pawz Grooming cannot guarantee availability for reschedule requests made within two (2) weeks of a scheduled appointment.

4.2 If no openings are available, the client will retain their next regularly scheduled appointment.

4.3 Future routed appointments will not be adjusted to accommodate missed or changed appointments.

4.4 Appointment frequency, preferred days, time windows, and specific stylist requests cannot be guaranteed, and may vary due to routing, staffing, weather, operational needs, or demand.

4.5 All clients receive an arrival window and must be home and available throughout that timeframe unless utilizing pre-authorized latchkey access.

4.6 Latch-key appointments are available and encouraged for clients unable to be home.

4.7 Previous accommodations, exceptions, or courtesy adjustments do not constitute an ongoing obligation or modification of Dandi Pawz policy.

4.8 Clients who go longer than three (3) months between appointments—including clients who cancel or pause their recurring appointments for travel, personal reasons, or schedule changes—will be reclassified as new clients. Priority scheduling is reserved for clients who maintain consistent appointments. Reclassified clients will be booked based on standard availability, and in some cases rebooking may not be possible due to routing, availability, or stylist capacity.

Appointment Confirmation

4.9 Clients will receive an automated confirmation when a new appointment is booked.

4.10 Replying “Y” confirms the appointment.

4.11 If no reply is received, the appointment is still considered confirmed unless the client contacts us to notify otherwise.

4.12 Booking, confirming, or keeping an appointment automatically reinstates this Client Service Agreement.

4.13 Clients will receive one courtesy reminder sent two (2) full calendar days before their appointment.

4.14 Reminders do not replace the client’s responsibility to track appointments.

4.15 Clients are responsible for notifying us promptly if an adjustment is needed.

5.1 Appointments requested outside standard business hours or beyond a stylist’s scheduled shift may incur additional fees.

5.2 Extended-hours appointments incur a $50 extended-hours fee.

5.3 Out-of-area appointments incur a drive-time fee, calculated by distance and travel time and communicated before booking.

5.4 Such appointments may be declined due to routing, safety, or availability limitations.

5.5 All extended-hours and drive-time fees are non-refundable and due at the time of service.

6. Client Payments Agreement

Accepted Payment Methods

6.1 Dandi Pawz accepts credit/debit cards, cash, checks, Venmo, and Cash App.

6.2 All card payments are processed securely through Stripe.

6.3 All clients must maintain a valid card on file.

6.4 A pre-authorization hold for the full service amount may be placed within 24 hours of the appointment if deemed necessary.

6.5 Clients without a card on file must pay a non-refundable 50% deposit for each appointment.

6.6 Remaining balances must be paid before the stylist leaves.

6.7 Payments are due immediately after the appointment.

6.8 Invoices are issued for credit card payments and must be made before the stylist leaves, if an invoice remains unpaid by the time of departure, the card on file will be automatically charged for services completed.

6.9 A standard gratuity of up to 20% may be automatically included unless the client states otherwise.

6.10 Declined cards incur an immediate $15 fee.

6.11 Venmo and Cash App payments must be completed before the stylist leaves.

6.12 These payments receive a 3% discount.

6.13 If not completed onsite, the discount is void and the card on file will be charged including gratuity of up to 20%.

6.14 Declined card payments incur an immediate $15  fee.

6.15 Cash and check payments receive a 5% discount.

6.16 Returned checks require immediate repayment plus any fees issued to Dandi Pawz.

6.17 Check payments are processed at the end. of each month

6.18 Checks with insufficient funds or bounced checks will require immediate payment for the amount owed, including any fees associated with the failed payment.

6.19 Payment is due day of services rendered. A $20 late payment fee will be applied to accounts with unpaid balances beginning the following day.

6.20 If payment cannot be collected within one (1) week, all future appointments are canceled.

6.21 Unpaid balances may result in:

• Submission to debt collections
• Reported for theft of services
• Inclusion in the national groomer client delinquency database

6.22 Stylists and employees are prohibited from accepting personal payments.

6.23 All payments must be processed through official Dandi Pawz channels.

6.24 Any attempt to bypass official systems may result in service termination.

6.25 Dandi Pawz is not responsible for disputes arising from unofficial payments.

6.26 Initiating a credit card chargeback for a valid, completed, or policy-based charge (including cancellation fees) constitutes a breach of this Agreement. All documentation, photographs, service notes, communications, and video/audio evidence will be submitted to the issuing bank. Chargeback abuse may result in legal action and recovery of fees, costs, and damages.

Refund Requests

6.27 Dandi Pawz Grooming does not provide refunds under any circumstances, including but not limited to dissatisfaction with aesthetic results, preferred style variations, enforcement of company policies, behavioral limitations, matting-related shave-downs, safety-based grooming modifications, or any outcome resulting from the pet’s coat condition, temperament, health, or tolerance.

Any refund issued is solely at the discretion of Dandi Pawz Grooming and does not constitute a change in policy for future appointments.

6.28 In the event of accidental overpayment, duplicate charges, or billing errors, Dandi Pawz Grooming will issue a refund only for the difference owed once the error is verified.

7. Pricing and Additional Fees

7.1 Pricing is based on service type, coat condition, size, behavior, time required, appointment frequency, and style requested.

7.2 Base hourly rates range from $100–$150 per hour.

7.3 Special handling fees may apply to senior or behaviorally challenging pets.

7.4 Additional fees apply for fleas, impacted undercoat, or matting:

• Light/moderate matting: $25–$65
• Severe/pelt matting: $80–$100
• General handling/condition fees: $35–$85

7.5 Ear plucking and gland expression are not included and may incur additional charges.

7.6 A $20 service fee is added to each appointment and is not gratitude for the stylist.

Price Increases

7.7 Base rates may be adjusted at any time due to increases in:

• Operational or equipment costs
• Product and supply costs
• Fuel and transportation expenses
• Staffing and wage requirements
• Market demand
• Inflation or economic changes

7.8 Continued scheduling, notifications including pricing, or receipt of services constitutes acceptance of updated pricing.

7.9 Clients agree that final pricing reflects the actual time, care, and resources needed to complete the groom safely.

8. Latch-Key Service Agreement

8.1 Clients must provide functional access (key, lockbox, code, etc.).

8.2 Stylists will notify clients when en route, upon retrieving the pet, and upon return.

8.3 Pets must be secured and accessible.

8.4 Unsafe or failed access attempts result in a $65 travel fee.

8.5  Clients must provide an additional emergency contact who can be reached if the primary account holder is unavailable.

9.1 Clients must provide safe, legal, accessible parking with a minimum clearance of 9.5 feet.

9.2 Unsafe conditions (steep driveways, blocked access, low branches, narrow roads) may result in a $65 travel fee.

9.3 Clients are responsible for any parking fees required at their residence.

9.4 Clients in gated or secured communities may be required to meet the stylist outside.

9.5 The primary communication method is text messaging through official business numbers.

9.6 Stylists may be unable to answer phone calls during working hours.

9.7 Please allow up to 24 business hours for a response.

9.8 All communication is monitored through a shared business system for accuracy and faster replies.

9.9 Stylists may not provide personal phone numbers or contact information.

10. Weather, Sickness, Emergencies, and Mechanical Failure

Weather Conditions

10.1 Appointments will be rescheduled during unsafe weather, including:

• Severe storms
• Tornado/hurricane warnings
• Flooding
• Ice/snow
• Winds over 40 mph
• Temperatures below 20°F or above 103°F

10.2 No discounts or fee adjustments are provided for weather-related reschedules.

10.3 Clients will be notified promptly of schedule interruptions.

10.4 Appointments will be rescheduled as soon as possible.

10.5 Courtesy discounts may be offered when rescheduled by a stylist within 48 hours.

10.6 Mechanical issues or repairs may require temporary suspension of services.

10.7 Appointments will be rescheduled once repairs are completed or a firm completion date is given.

10.8 Discounts are discretionary and not guaranteed.

10.9 Clients may not use reschedules issued by Dandi Pawz Grooming due to routing, weather, illness, operational/mechanical issues to dispute their own cancellation fees.

11. Pet & Stylist Safety

11.1 Grooming units use 24/7 audio and video surveillance.

11.2 Stylists may wear body cameras for documentation if deemed necessary for their safety.

11.3 Stylists may refuse or discontinue service for any safety concern.

11.4 Abusive, rude, or hostile behavior will result in immediate removal from scheduling.

11.5 If grooming cannot be completed due to health, behavior, or safety issues, the full service cost may still apply.

11.6 Clients may not enter the grooming van without permission and a signed liability release.

11.7 Pets must have current rabies and Bordetella vaccinations.

11.8 Veterinary documentation is required for exemptions.

11.9 Pets who are sedated or medicated must be disclosed prior to the appointment.

11.10 Pets with serious medical conditions or injuries may require veterinary clearance.

11.11 In emergencies, CPR/First Aid or transport to the nearest hospital may be performed at the client’s expense.

11.12 Dandi Pawz is not responsible for undisclosed or preexisting medical conditions.

11.13 For the safety of all pets and groomers, clients may not interfere with, observe, record, or enter the grooming environment during service unless explicitly permitted. Interference that affects safety or grooming quality may result in service termination with full service cost applying.

11.14 Photo, video, and audio recording may be used for safety, documentation, training, or dispute resolution purposes.

12.1 Safety and comfort take precedence over aesthetic outcomes.

12.2 Senior, anxious, or medically fragile pets receive comfort grooms only.

12.3 Grooming will be stopped if the pet becomes distressed or unsafe.

12.4 Matting may require shaving for the pet’s health.

12.5 Clients understand that grooming involves normal risks, including but not limited to minor nicks, irritation, clipper rash, nail quicking, stress-related reactions, or temporary behavior changes. These are not considered negligence.

12.6 Clients may not hold Dandi Pawz liable for injuries or results caused by coat condition, matting, or neglect.

12.7 The client assumes full responsibility for aftercare, including skin reactions, matting recurrence, coat maintenance, grooming intervals, behavioral training, and monitoring for post-groom sensitivity.

12.8 If a groom cannot be completed due to behavior, safety concerns, aggression, stress, or intolerance, the full service cost still applies. No partial refunds or discounts are provided for incomplete services caused by pet behavior or safety limitations.

13. Grooming Results & Expectations

13.1 Grooming results vary based on coat condition, pet behavior, age, health, and tolerance.

13.2 Breed-standard cuts, exact styles,  or exact lengths cannot be guaranteed.

13.3 Grooming inherently alters a pet’s appearance, including but not limited to coat length, texture, volume, coloration visibility, and perceived shape. These normal changes do not constitute grounds for refunds, disputes, or chargebacks.

13.4 Safety-based modifications may be made at the stylist’s discretion.

13.5 Clients may not dispute charges when adjustments are made for the pet’s safety or well-being.

13.6 Clients may provide inspiration photos for reference; however, AI-generated, digitally altered, or non-realistic images cannot be replicated on real pets. Such images often depict proportions, textures, coloring, or finishing results that are not achievable due to the pet’s coat type, condition, behavior, age, safety limitations, or natural anatomy.

Dandi Pawz Grooming does not guarantee, promise, or attempt to recreate AI-based images, and clients may not dispute results based on differences between an AI image and the finished groom.

13.7 Clients must contact Dandi Pawz Grooming within 48 hours of the completed appointment if they are dissatisfied with any aspect of the style and would like to request a touch-up. Touch-ups must take place within routing availability. Same-week accommodation is not guaranteed.

Touch-ups are provided at the discretion of the stylist and are intended to address minor cosmetic adjustments only. Requests made after 48 hours fall outside the touch-up window and may require a new paid appointment.

14. Medical, Behavioral, and Medication Disclosure

14.1 Clients must disclose all medical conditions, surgeries, illnesses, and mobility limitations.

14.2 Clients must disclose all medications given within 48 hours of the appointment that may affect the pet during grooming.

14.3 Clients must disclose any past grooming difficulties or behavioral concerns.

14.4 Failure to disclose may result in service refusal or liability for damages.

15. Ungroomable or Unsafe Pets

15.1 A pet may be deemed ungroomable or unsafe if aggressive, extremely fearful, severely matted, or physically unhandleable.

15.2 A $65 travel fee will be charged if the stylist cannot safely retrieve the pet.

15.3 If partial service has been completed, charges may apply for time spent or work performed.

15.4 The stylist may end the appointment immediately if safety is compromised.

15.5 The stylist has sole discretion to determine whether a pet can be groomed safely.

15.6 Clients must disclose behavioral concerns or handling limitations prior to the appointment.

Behavior, Aggression, and Bite Risk

15.7 Clients must disclose any aggression, reactivity, or behavioral issues.

15.8 Clients are responsible for any injuries caused by their pet. Dandi Pawz is not liable for injuries caused by a pet’s unpredictable behavior.16.3 Additional handling fees may apply.

15.9 Unsafe behavior may result in service termination with full fees applying.

16. Veterinary Emergency Authorization

16.1 Clients authorize Dandi Pawz Grooming to administer CPR or First Aid if necessary.

16.2 Clients authorize emergency veterinary transport and care up to $3,000 at their expense.

16.3 Reasonable efforts will be made to contact the owner prior to treatment.

16.4 Dandi Pawz is not liable for adverse outcomes resulting from preexisting, undisclosed, or unknown medical conditions.

17. Social Media Policy

17.1 Photos or videos may be taken before, during, or after grooming.

17.2 Content may be used for marketing, promotional, or educational purposes.

17.3 Clients may opt out by notifying Dandi Pawz in writing prior to their appointment.

17.4 All images and recordings remain property of Dandi Pawz Grooming.

17.5 Clients will not receive discounts or payments for any images or content used for any purpose.

17.6 Clients release Dandi Pawz and its employees from any and all liability which may arise from the use of such images or videos.

18. Liability & Indemnification

18.1 The client understands and agrees that grooming involves inherent risks, and by booking services, the client assumes full responsibility for their pet’s behavior, health conditions, and coat condition. The client agrees to indemnify, defend, and hold harmless Dandi Pawz Grooming LLC and its employees from any claims, injuries, losses, damages, or expenses arising from or related to:

• Injuries or incidents caused by the pet (including bites, scratches, sudden movements, or behavioral reactions)
• Preexisting, undisclosed, or unknown medical conditions
• Matting-related injuries, clipper irritation, bruising, hematomas, or any complications resulting from poor coat maintenance
• Behavioral incidents, stress reactions, anxiety, or aggression displayed by the pet
• Damage caused by the pet to the grooming unit, tools, or equipment

18.2 Dandi Pawz Grooming is not liable for any complications, injuries, or adverse outcomes that occur before, during, or after grooming when such issues arise from:

• Severe matting
• Behavioral issues
• Medical conditions
• Poor coat maintenance
• The pet’s inability to safely tolerate grooming

18.3 The client understands that the safety of the pet and groomer is the top priority. If a pet’s behavior, health condition, or coat condition presents a risk, the groom may be modified or stopped entirely. The client remains financially responsible for the full service cost and any additional handling or condition fees applied.

18.4 The client acknowledges that grooming may expose or worsen underlying skin conditions, irritation, sensitivities, or medical issues that were previously hidden beneath the coat. Dandi Pawz Grooming is not responsible for these outcomes.

18.5 Pet-Caused Damage to Equipment

The client is financially responsible for any damage caused by their pet to the grooming van, tools, equipment, or fixtures. This includes, but is not limited to:

• Grooming tables
• Grooming arms, bars, or safety restraints
• Loops and leashes
• Dryers, hoses, or electrical cords
• Clippers, blades, shears, or electronic devices
• Tubs, doors, or interior van components

If damage occurs due to the pet’s behavior, reactivity, panic, or aggression, the client agrees to pay the cost of repair or full replacement. These charges may be added to the final invoice or processed through the card on file.

18.6 The client agrees to indemnify and hold harmless Dandi Pawz Grooming LLC from any claims, disputes, losses, or damages arising from failure to disclose medical, behavioral, or coat-related conditions.

19. Professional Conduct

19.1 Dandi Pawz maintains a zero-tolerance policy for hostile, aggressive, disrespectful, or abusive behavior.

19.2 Excessive messaging or calling, boundary violations, harassment, or attempts to negotiate or dispute pricing of established policies may result in immediate termination of services.

19.3 This policy protects the safety, well-being, and working environment of all team members.

19.4 Dandi Pawz Grooming reserves the right to refuse or discontinue service at any time, for any reason, including safety concerns, inappropriate client behavior, unpaid balances, policy violations, or any circumstance deemed unfit by the company.

20. Public Conduct, Review Integrity, and Anti-Harassment Policy

20.1 Clients are welcomed and encouraged to leave honest, factual reviews regarding their experience with Dandi Pawz Grooming.

20.2 False statements, fabricated claims, defamatory remarks, or accusations that damage the reputation of Dandi Pawz Grooming or its employees are not tolerated.

20.3 Retaliatory reviews posted as a response to the enforcement of company policies (including cancellation fees, service limitations, or safety decisions) are considered misuse of online review platforms.

20.4 Harassment, threats, intimidation, bullying, or abusive communication toward staff—whether in person, through messaging, on social media, or through public reviews—will result in permanent termination of services.

20.5 Attempts to obtain refunds, discounts, or waived fees through threats of negative reviews, public posts, or smear campaigns (“review extortion”) will not be tolerated and may result in legal action.

20.6 If defamatory or malicious content is posted, Dandi Pawz Grooming reserves the right to:

• Report the content for removal,
• Submit documentation to the review platform,
• Pursue legal remedies for damages caused by false statements,
• Terminate all future services.

20.7 Coordinating, encouraging, or soliciting negative reviews or harassment from third parties violates this Agreement and will result in termination of services and potential legal action.

20.8 Clients agree to contact Dandi Pawz Grooming directly with any concerns so that issues can be addressed professionally.

21. Agreement Updates & Severability

21.1 Dandi Pawz Grooming may update, revise, or modify this Agreement and its policies at any time to reflect operational needs, legal requirements, or service improvements.

21.2 Updated policies will be made available on our website on a private page for clients or sent by request.

21.3 By booking, confirming, or receiving services after any update, the client agrees to the most current version of this Agreement, regardless of the version previously signed.

21.4 If any part of this Agreement is found to be invalid or unenforceable under applicable law, the remaining provisions shall continue in full force and effect.

21.5 Any invalid or unenforceable provision will be modified only as necessary to make it valid and enforceable, while preserving the original intent and purpose of the provision.

21.6 By signing the Moego agreement you agree to all full terms listed within this agreement.