Policies and Procedures

COMMUNICATION

Due to the nature of mobile grooming, answering phone calls can be difficult. Between driving, actively grooming or talking with clients, there are little opportunities to take calls. Email is the best form of reaching The Mobile Spaw™

info@mobilespaw.com

We communicate with current clients via text messaging, email and phone calls. We require clients to be communicative with us as far as updates with any health changes of pets, schedule changes and location/moving changes.

BUSINESS HOURS

The Mobile Spaw™ is open Tuesday through Saturday from 8:00am – 5:00pm.

APPOINTMENT AVAILABILITY

The Mobile Spaw™ is a mobile grooming service. The Mobile Spaw™ does not schedule same day appointments. Appointments are grouped based on location and frequency of grooming. After the first appointment, we conveniently schedule appointments for your pets for the remainder of the year based on your pets’ grooming requirements.

CANCELLATIONS AND NO-SHOWS

Being mobile, The Mobile Spaw™ may have to cancel appointments within 24 hours due to equipment failures, weather and illness. This is a rare occurrence. We understand that you may have to cancel due to unforeseen circumstances. Our cancellation policy states: The first cancellation within 24 hours is a 50% charge of the full grooming fee for my pet(s) and the second cancellation within 24 hours is a charge of the full grooming fee for my pet(s) plus a pre-payment in full for all future bookings. If we arrive at your home for a confirmed appointment and no one is home or your pets are not accessible, it is considered a “no-show” and will incur a 100% charge PER PET that is scheduled for that appointment. This includes pets that a client has decided, at the last minute, to not have groomed that day after The Mobile Spaw™ has arrived.

LARGE DOGS

For the safety of our staff and your pets, The Mobile Spaw™ has a weight limit of 65 pounds. Dogs over 40 pounds in particular must be tolerant of the grooming process and able to enter the van on their own. A larger dog that is not tolerant of the grooming process can cause great harm to themselves and to the groomer.

BEHAVIORAL/TEMPERAMENT ISSUES

It is your responsibility as a client to provide a well behaved animal to be groomed. For any reason during the grooming session the groomer feels there is a risk of injury to the pet or themselves they will end the grooming session. Charges will be prorated and you as a client and pet owner are responsible for any medical fees and/or damages to our equipment that are caused by your pet(s). If your pet is known to bite for isolated grooming procedures (example: nail trimming) let the groomer know prior to each session. This reduces the risk of injury.

SEDATIVES

The Mobile Spaw™ will not give your pet any medication including sedatives. The Mobile Spaw™ does not recommend using sedatives prior to grooming unless it is the last resort. We ask that we are allowed to attempt the groom without the use of sedatives for at least one session. Most pets do very well in the quiet setting of a mobile grooming van and their previous grooming anxiety resolves itself. We understand that there are rare cases where sedatives are necessary due to aggression for the safe completion of the grooming process, and this is best done under the supervision of your veterinarian.

SENIOR AND SPECIAL NEEDS PETS

The Mobile Spaw™ will handle all pets with care and will only perform services to pets that can tolerate being groomed. Senior and special needs pets will be groomed for their comfort. The Mobile Spaw™ will never perform a service that may potentially injure, complicate a health condition, or cause discomfort to a pet. This sometimes means not all services will be performed, for example: de-matting, nail trimming or blow drying. It is the client’s responsibility to inform the The Mobile Spaw™ prior to each grooming session any chronic health conditions (example, enlarged heart, heart murmur, kidney failure, diabetes, thyroid disease, etc.). This is for the safety of your pet. We can monitor stress levels easier if we have knowledge of your pet’s health conditions.

PET ILLNESS

If your pet is displaying ANY symptoms of a communicable illness (coughing, diarrhea, fever) prior to appointment, we ask that you reschedule your grooming appointment and seek veterinary care. If The Mobile Spaw™ sees any of these symptoms at the time of arrival, we will cancel the appointment. This is a courtesy to other pets in our care as well as yours (pets do not want to be groomed if they feel ill).

SANITATION

The Mobile Spaw™ cleans and sanitizes between each pet being groomed. The Mobile Spaw™ uses a veterinary disinfectant designed to be safe for use around pets and effectively disinfect diseases like Parvovirus and Influenza.

ANAL GLAND EXPRESSION

The Mobile Spaw™ feels that this is a veterinary procedure. Healthy pets should be able to “self-clean” their anal glands, if they cannot do this on their own there may be an underlying health condition. Anal gland sacs are delicate and can be bruised or ruptured easily by performing this service incorrectly. If your pet has a condition that requires frequent anal gland expression, this is best done and monitored by your veterinarian.