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.
1.4 Any appointment without a deposit 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 (6) 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.
2.5 Cancellation fees apply regardless of reason, including illness, emergencies, travel, scheduling conflicts, childcare issues, or preferred groomer availability.
2.6 All cancellation, reschedule, and no-show fees apply equally to all clients without exception.
2.7 The card on file will be automatically charged when a cancellation is verified.
2.8 If the card on file declines, an electronic invoice will be issued and must be paid immediately.
2.9 Clients with repeated cancellations or no-shows may be required to prepay up to the full service cost for future appointments.
2.10 Canceling or skipping future appointments does not waive outstanding amounts owed.
2.11 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.
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
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 company 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.
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 cancel or reschedule.
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
6.1 Dandi Pawz accepts credit/debit cards, cash, checks, Venmo, and Cash App.
6.2 All cards 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.
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 stylist leaves, if invoice remains unpaid by 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 a $15 late 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 payments incur a $15 late fee.
6.15 Cash and check payments receive a 5% discount.
6.16 Returned checks require immediate repayment plus processing fees.
6.17 If payment cannot be collected within one (1) week, all future appointments are paused.
6.18 Unpaid balances may result in:
6.19 Stylists and employees are prohibited from accepting personal payments.
6.20 All payments must be processed through official Dandi Pawz channels.
6.21 Any attempt to bypass official systems may result in service termination.
6.22 Dandi Pawz is not responsible for disputes arising from unofficial payments.
6.23 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
6.24 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.
6.25 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
7.2 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:
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.
Price Increases
7.7 Base rates may be adjusted at any time due to increases in:
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 $50 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 $50 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 the official business number.
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.
9.9 Stylists may not provide personal phone numbers.
10. Weather, Sickness, Emergencies, and Mechanical Failure
Weather Conditions
10.1 Appointments will be rescheduled during unsafe weather, including:
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 within 48 hours.
10.6 Mechanical issues may require temporary suspension of services.
10.7 Appointments will be rescheduled once repairs are completed.
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.
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 fee 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 sedated or medicated must be disclosed prior to the appointment.
11.10 Pets with serious medical conditions may require veterinary clearance.
11.11 In emergencies, CPR/First Aid or transport up to $3,000 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 fees 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 fee still applies. No partial refunds or discounts are provided for incomplete services caused by pet behavior or safety limitations.
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.
14.1 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.
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.
15.1 A pet may be deemed ungroomable or unsafe if aggressive, extremely fearful, severely matted, or physically unhandleable.
15.2 A $50 travel fee will be charged if the stylist cannot safely retrieve the pet or must stop the service.
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, medical issues, or handling limitations prior to the appointment.
16. Behavior, Aggression, and Bite Risk
16.1 Clients must disclose any aggression, reactivity, or behavioral issues.
16.2 Clients are responsible for any injuries caused by their pet.
16.3 Additional handling fees may apply.
16.4 Unsafe behavior may result in service termination with full fees applying.
16.5 Dandi Pawz is not liable for injuries caused by a pet’s unpredictable behavior.
17.1 Clients authorize Dandi Pawz Grooming to administer CPR or First Aid if necessary.
17.2 Clients authorize emergency veterinary transport up to $3,000 at their expense.
17.3 Reasonable efforts will be made to contact the owner prior to treatment.
17.4 Dandi Pawz is not liable for adverse outcomes resulting from preexisting, undisclosed, or unknown medical conditions.
18.1 Photos or videos may be taken before, during, or after grooming.
18.2 Content may be used for marketing, promotional, or educational purposes.
18.3 Clients may opt out by notifying Dandi Pawz in writing prior to their appointment.
18.4 All images and recordings remain property of Dandi Pawz Grooming.
19. Liability & Indemnification
19.1 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:
19.2 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:
19.3 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 fee and any additional handling or condition fees applied.
19.4 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.
19.5 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:
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.
19.6 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.
20.1 Dandi Pawz maintains a zero-tolerance policy for hostile, aggressive, disrespectful, or abusive behavior.
20.2 Excessive messaging or calling, boundary violations, harassment, or attempts to negotiate or dispute pricing of established policies may result in immediate termination of services.
20.3 This policy protects the safety, well-being, and working environment of all team members.
21.1 Clients are welcome to leave honest, factual reviews regarding their experience with Dandi Pawz Grooming.
21.2 False statements, fabricated claims, defamatory remarks, or accusations that damage the reputation of Dandi Pawz Grooming or its employees are strictly prohibited.
21.3 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.
21.4 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.
21.5 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.
21.6 If defamatory or malicious content is posted, Dandi Pawz Grooming reserves the right to:
21.7 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.
21.8 Clients agree to contact Dandi Pawz Grooming directly with any concerns so that issues can be addressed professionally.
22.1 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.
22.2 Updated policies will be made available on our website or communicated directly to clients through our booking system or other official channels.
22.3 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.
22.4 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.
22.5 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.
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