Categories
1. Cancellation & Deposit Policy
2. Late policy
3. Drop off policies and procedures
4. Pick up policies and procedures
5. Health and Behavior
6. Grooming Specifics
7. Pricing Variances
8. No Kennel Concept
9. Communications
10. ETC.

1. CANCELLATION & DEPOSIT POLICY

DEPOSITS FOR FIRST VISITS ARE NON REFUNDABLE/TRANSFERABLE TO A DIFFERENT DATE OR TIME, FULL DEPOSIT POLICY WAS AGREED TO WHEN BOOKING ONLINE AND CAN BE REVISITED ON OUR WEBSITE.

DO NOT WAIT UNTIL YOU GET A COURTESY CONFIRMATION TEXT THE DAY BEFORE TO CANCEL.

IF YOU CANCEL AND DO NOT GIVE US AT LEAST 48 HOURS NOTICE, AN INVOICE FOR 50% OF THE SERVICE SCHEDULED WILL BE SENT TO YOU. CANCELING AN HOUR OR LESS, AFTER HOURS FOR A NEXT DAY MORNING APPOINTMENT, OR NO SHOWING TO YOUR APPOINTMENT MEANS YOU ARE SUBJECTED TO PAY FOR THE ENTIRE GROOM MISSED.

-While we understand that things happen, our groomers are commission based and depend on you making it to your committed appointment time. Cancellation fees will be added to your account. Fees on your account must be paid in full before any new appointments can be booked. If you have pre-booked appointments on the schedule, your appointments will be cancelled if the fee is not paid within 48 hours.

-Wüf Pet Spa may dismiss clients who have had an excessive amount of cancellations. We reserve the right to keep a card on file, and or require a non-refundable non-transferable deposit for clients who have a record of too many cancellations. Future bookings may be decided on a case by case basis at the discretion of management.

2. LATE POLICY

IF YOU ARE 15 MINUTES LATE TO YOUR APPOINTMENT YOU WILL BE MARKED AS A NO-SHOW AND WILL NEED TO RESCHEDULE.

Being punctual to your appointments helps ensure our business model of one on one grooming works efficiently, as tardiness will cause your appointment to flow into the next slot. If your groomer is able to take your pet late, you will be subjected to a late appointment fee. Wüf Pet Spa reserves the right to dismiss clients who are continuously late to appointments.

3. DROP OFF

-Please try to arrive as close to the exact time you are scheduled. Our express concept makes it difficult to accommodate early and late drop offs, even if it is only a few minutes.

-Street parking is available at both locations right outside of our doors. If you are going to the OTR location, utilizing the Findlay Market parking lots, or the Findlay Garage are both suggested due to limited availability on the street. Find parking early if you are new to the area. We do have a map of parking lots on our website. I

If you are headed to the Fort Thomas location, there is a large parking lot behind our building that is free.

-One client / family is permitted in the lobby at a time. Please do not open the front door if someone is checking in or out, this could cause a pet to run outside if not properly secured.

-Please arrive with your pet on a properly fitted leash and collar. Retractable leashes, and loose fitting collars/harnesses are unsafe. We are not liable for pets escaping from your own leash, collar or harness. Cats must be in a secured carrier.

-Never open our gate or door to the grooming area! This is extremely dangerous and could put pets at risk for escaping the salon. Do not reach over the front counter or gate to pet client dogs at any point.

-Take all belongings home with you while you wait for your pet to be completed.

4. PICK UP

-We will text 15 minutes before your pet is finished. If you are not available for prompt pickup, a $25.00 extended stay fee will apply. Lingering pets outside of their allotted grooming time defeats the purpose of our low volume concept. We have minimal kennels available in a small space. If you need a bigger heads up- let someone know at drop off. Cats must be picked up immediately with no exceptions.

-DO NOT COME IN EARLY TO PICK UP YOUR PET. We are a private salon (by appointment only) and keep foot traffic to an absolute minimum to create a safe environment and avoid distractions. If you arrive before we are finished, and we have to discontinue the service, and you will be charged the full groom price.

-Excessive barkers and aggressive pets must be picked up immediately after the service is completed.

PAYMENT IS DUE AT PICK UP! We do not save your card on file automatically, unless you have done this yourself online, or asked us to in person. We will not invoice you for the groom, our staff members do not have access to this feature that we use to take deposits. We do not accept payment over the phone. If a card on file is being used, or if we need to enter your card manually, someone must sign for the transaction at pick up. There is a convenience fee to pay this way.

-Pets leaving the salon must be leashed. We are not liable for pets leaving the salon that are not wearing properly fitted leashes, collars or harnesses.

5. HEALTH AND BEHAVIOR
-All pets must be up to date on rabies vaccinations once they are 5 months of age. Email us all paperwork from your vet showing the rabies expiration date, NO TAGS. Your pet’s name must be on the document. If we have requested updated rabies and you come to your appointment without providing these documents, you will be charged a no show fee.

-If your pet has had stitches or has recently had a procedure that could affect grooming, we are unable to service them until cleared by a veterinarian. We may require the vet to call us or send you with written consent. If you show up to your appointment with an open wound that has not been cleared with us by your vet, you will be turned away and charged a no-show fee.

-If your pet is exhibiting any alarming behavior that may be related to a possible medical problem, a staff member will contact you right away to pick up your pet.

-Teeth services do not include scaling, scraping, or polishing. Professional dental visits with your veterinarian are recommended.

-Please disclose any pre-existing health or skin conditions with your groomer. If you have a preferred vet, please give us their contact information in case of an emergency situation. All veterinary expenses due to pre-existing conditions are to be paid at the owner's expense.

-Wüf allows owners to bring their own shampoo if it is prescribed by a vet. We do not accept any other shampoo outside of our own.

-We do accept medicated pets if it is a prescription given by your vet, but we cannot groom pets that are not alert. All dogs and cats must be able to stand and must be responsive to us while on any sedative. Please disclose this before your appointment so we can keep note of it in the event of an emergency.

-We reserve the right to refuse services to pets with excessive behavior problems or health issues. Your pet's safety and comfort is our first priority. However, with sharp tools and moving pets, accidents may occur. By signing this form you are giving us permission to take your pet to the vet if we feel necessary, due to any sort of medical emergency. You will be contacted as soon as possible if an accident were to happen.

-If we are unable to complete the service due to poor behavior, you will still be charged for the entire service scheduled.

6. GROOMING SPECIFICS
-Please check over your pet at pick up to ensure the grooming is up to your expectations. Corrections must be made no later than 24 hours after the groom- NO EXCEPTIONS.

-Any add on services must be requested at drop off, not when booking. However, color added must be booked ahead of time.

-Pets with matted coats need extra attention and time. Matting grows tight, causing damage to the skin underneath, which in turn can cause a variety of skin issues. These may include but are not limited to parasite infestation, hot spots, excessive itching, etc. Removing these mats from your pets coat is a time consuming process requiring special tools, products and patience. In the event your pet is too severely matted, he or she will be shaved at the groomers discretion. Removing heavily matted coat can be painful for your pet and puts them at risk for nicks, cuts, bruising, irritation or abrasions due to warts, moles, or skin folded and trapped within the mats.

-After removing mats by combing them out or shaving, your pet may experience clipper irritation, and or self inflicted wounds, irritation or bruising from excessive chewing, licking or scratching. Preventing matting is key to safe grooming experiences. We are not responsible for any skin injury or irritation caused by matting, or self infliction after removing it. Wüf is not responsible for hematomas caused by matted ears. Matting fees will be added and applied to the final grooming price.

-Shaving any pet, even if your pet isn’t matted, can cause clipper irritation. Underlying medical conditions can risk the chance that the coat may not grow back the same, or at all. We do not suggest shaving double coated breeds or wire coats due to the higher risk of coat not growing back. We reserve the right to refuse shaving certain breeds and mixes. We are not responsible for any after effects of shaving.

-Wüf does not pluck severely impacted ear canal hair. Standard procedure is to shave a vent. Wüf will pluck minimal amounts of hair from the inner ear at the owners request, and expense. If we have plucked your pets ears, or if your pet has a pre-existing ear infection, Wüf is not responsible for excessive head shaking or hematomas as a result of cleaning or plucking them.

-Wüf does not service pets with fleas. Bringing a pet with fleas puts other dogs in our salon at risk. If the service has already been started and we do find them, fleas and ticks will be removed at the owner's expense. Depending on the severity, we may send your pet home before the service is finished. Flea shampoo is not included in the base groom price, and the removal itself is charged by the hour.

-If your pet is turned away at check in due to a flea infestation, you will be subjected to a no show fee.

7. PRICING VARIANCES
Pricing may vary from groom to groom depending on the difficulty level of your dog, and coat condition. Some examples of things that may cause grooming to become more expensive are including but not limited to: Requested add-on services not listed in base pricing (upgraded product, teeth services, color, etc.), infrequently groomed pets, matting, working with impacted coat, longer coats and styles, hand scissoring, and coats needing blending from home trimming/chewing.

-We evaluate our pricing annually and adjust accordingly to keep up with overhead expenses and industry regulations.

-Wüf reserves the right to raise prices with or without notice.

8. NO KENNEL CONCEPT

-Kennels will be used at our discretion. Pets will be kenneled after the 15 minute heads up message, or if you arrive early to your appointment.

-If your pet is showing uncomfortable body language, acting aggressive towards the staff or other pets nearby, they will be kenneled for safety.

-Dogs who are not spayed / neutered will be kenneled at our discretion.

-Dogs from the same family may go into a kennel together, unless otherwise requested.

-in most instances, we don’t need to utilize kennels. In some cases, your groomer may need to use the restroom, take a quick break to eat, or check in another client. if your dog can absolutely not be kenneled at any point, please let us know in advance and we will do our best to accommodate this with advanced notice. Our goal is to limit the time your pet spends in the salon by working on them the entire duration of their appointment, with no cage drying.

9. COMMUNICATIONS

-The best way to get in touch with your groomer the day of your appointment is by texting the number that sends you a reminder.

-If you have a general question that is non urgent or time sensitive, email wufpetspa@gmail.com and someone will get back to you as soon as possible.

-We do not answer our phone during the working day because we prefer our groomers to have their full attention on the pet on their table rather than picking up calls. All of our groomers are able to see and respond to text messages from our business text line. If you call, you will be bounced to our landline which is out of the fort thomas location. If we miss your call, please leave a message and we will return calls within 2-3 business days, depending on staff availability.

10. ETC

-Our groomers work incredibly hard to keep your pet looking good and feeling their best. Please speak to them with respect. Clients who are unkind to our staff will not be welcome into our establishment.

-Wüf Pet Spa reserves the right to post photos of your pet in our salon on social media platforms, and use them for any other advertising purposes. We own the rights to any photos taken.

-While social media is a great tool for our staff members to showcase their work, please refrain from sending them business related messages to their personal accounts.

-Policies may change at any given time with or without notice.