Grooming Terms & Client Care Policies
Thank you for choosing Tailwag Soin / Tailwag Grooming. These policies help us provide every pet with safe, calm and respectful care while keeping appointments fair and predictable for our clients.
Safety and Health Information
Every pet is handled with patience, care and respect. Because grooming involves live animals, unexpected movement, stress reactions and previously unknown coat or health conditions can occasionally occur.
Please tell us before the appointment about any medical conditions, allergies, sensitivities, injuries, seizures, breathing concerns, skin conditions, previous grooming difficulties or behavioural concerns.
Grooming can sometimes reveal or aggravate a pre-existing condition that was hidden beneath the coat. If we notice anything concerning, we will let you know and may recommend veterinary attention.
Comfort, Behaviour and Safe Handling
Your pet’s physical and emotional comfort comes first. We may pause, adapt or stop a service if a pet becomes overly stressed, medically unwell or cannot be handled safely.
Appropriate safety equipment, including a grooming loop or muzzle, may be used when reasonably necessary to protect the pet and groomer. Safety equipment is never used as punishment.
If a groom cannot be completed safely, we will explain what occurred and may recommend a shorter appointment, a different grooming plan or veterinary-supported grooming.
Matted Coats and Comfort Grooming
Tight matting can pull painfully on the skin and may conceal irritation, bruising, moisture, sores or other skin concerns. When matting cannot be comfortably and safely brushed out, a shorter comfort-focused haircut may be recommended.
We will assess the coat at check-in, explain the available options and obtain your approval before performing a significant shave-down.
Removing tight matting requires careful work close to the skin and carries an increased risk of irritation or small nicks because the skin may be pulled into the matted coat. Previously hidden skin concerns may also become visible once the coat is removed.
Any recommended change to the service, expected style or price will be discussed and confirmed before grooming begins.
Pricing and Taxes
Online prices are based on the expected service for a regularly maintained coat. Prices may vary when a pet requires substantially more time or additional care because of coat condition, matting, size or handling needs.
Your pet will be assessed at check-in. If we recommend a different service or price, we will explain it and obtain your approval before beginning. There will be no unexpected service changes or charges added after the groom without prior discussion.
Applicable GST and QST are added to all services.
Deposits, Cancellations and Missed Appointments
A deposit reserves appointment time specifically for your pet and is applied toward the service total.
Please provide at least 48 hours’ notice when cancelling or rescheduling. When less notice is provided, the deposit may be retained because the appointment time may be difficult to fill.
Missed appointments and no-shows may require payment of the missed appointment or a new deposit before another appointment can be reserved. Repeated late cancellations or missed appointments may affect future booking availability.
We understand that genuine emergencies happen and will always consider individual circumstances fairly.
Pickup and Appointment Timing
We will contact you when your pet is ready. Please arrange prompt pickup so your pet can return home comfortably and we can prepare for the next appointment.
Grooming appointments do not include daycare, boarding or extended supervision. A late-pickup fee may apply when a pet remains more than 15 minutes beyond the agreed pickup time, particularly when it affects another scheduled appointment.
If you expect to be delayed, please contact us as soon as possible so we can make appropriate arrangements.
Fleas, Ticks, Lice and other Contagious Conditions
Please let us know before arrival if you suspect fleas, ticks, lice, a contagious skin condition or another parasite.
If parasites or a potentially contagious condition are discovered during grooming, we may pause or stop the service, request prompt pickup or recommend veterinary care. Any necessary treatment, additional cleaning or sanitation charge will be explained to you.
Pets with open wounds, severe skin irritation or suspected contagious infections may need veterinary attention before salon grooming can safely proceed.
Senior Pets and Medical Considerations
Senior pets and pets with medical conditions are welcome when grooming can be performed safely and comfortably.
The appointment may include additional breaks, an adapted grooming plan or a shorter service. Grooming may be stopped if continuing would place unnecessary physical or emotional stress on the pet.
Please provide complete and current health information so we can make appropriate decisions for your pet.
Photos and Media Consent
Tailwag may take photographs or short videos for internal grooming records, coat documentation and quality control.
Photos or videos will only be used publicly for social media, website content, education or promotion when the owner has provided permission. No personal client information will be publicly shared.
You may withdraw permission for future public use by contacting Tailwag.
Veterinary Emergencies
If a medical concern arises during grooming, we will make reasonable efforts to contact you immediately.
If we cannot reach you and delaying treatment could place your pet at risk, you authorize Tailwag to seek reasonable emergency veterinary care from the nearest available clinic. The pet owner remains responsible for veterinary expenses.