The Pet Spaw & Lounge’s Policies
The Pet S-Paw & Lounge has a goal to provide the safest, most enjoyable grooming experience for you and your pets.
We strive to maintain a clean grooming salon and provide the highest standards possible with our grooming and the products we use. Below are some policies we have developed to ensure the safety and happiness of your pets while in our care. Please bring your pet on a leash or in a carrier for their safety.
At The Pet Spaw & Lounge, we stick with one thing and do it well. We do not offer day care services; however, we do have a “groom and play” package now available if you require to leave your pet longer with us (see services).
We are mainly kennel free environment with the option of separating aggressive, anxious, or nervous pets if needed. Dogs that are overstimulated or aggressive may be asked to be picked up immediately after their groom or be scheduled on a day you are more readily available. We groom several rescue and senior dogs that can be negatively influenced by a stress or anxiety.
Also, keep in mind we DO NOT take your pet outdoors to do their business, as it is a very busy street on Burnhamthorpe Road and is a liability. We do have an indoor area where they can relieve themselves but bear in mind not all pets will use it.
We are fully outfitted with video cameras to cover the entire salon. Please be aware that you are being always recorded.
Health or Medical Problems
Your pet is our number one concern. If you suspect they are feeling under the weather, please notify us in advance. Grooming can be physically demanding and can aggravate pre-existing health problems. It is our policy to refuse entry to any dog or cat who is displaying symptoms of any contagious condition. If you have a concern about an issue that arises after a grooming appointment, we request that you bring it to our attention within 24-48 hours so it can be addressed immediately. All medical expenses for veterinary care will be covered by the pet’s owner.
We can not diagnose or treat medical conditions, and it will be suggested you visit a vet if we come across anything. Infected ears, lumps, and bumps, impacted anal glands, ripped nails, etc. We groom several senior animals and take extra care to give them breaks and make sure they are comfortable during the grooming process. Some of these animals will experience a level of discomfort after groom due to standing for longer than they are used to. This is completely normal. If there is anything out of the ordinary, we will call the owner first. The animal may need to be picked up prior to the completion of the groom to ease its stress or exhaustion. We will not be responsible for any complications due to pre-existing medical circumstances.
Although accidents are very rare, there is a risk when dealing with animals. Grooming equipment is sharp, and although we use extreme caution and care in all situations, possible problems could occur including cuts, nicks, scratches, quicking of nails, etc. In most cases this can happen when an animal is wiggling or moving around. Your pet’s safety and comfort are our number one priority. In the event an accident does occur, you will be notified of the accidents. If the Pet S-Paw & Lounge feels it is serious, and the owner is not on-site, The Pet S-paw & Lounge will seek immediate veterinary care for your pet.
Grooming can be stressful for sensitive pets, and some tolerate it better than others. Our professionally trained staff uses proper handling techniques and equipment to deal with most dispositions. Please ensure to inform our staff at time of booking if your pet requires special handling so we can book accordingly. May accrue extra charges.
We recommend that you follow your veterinarian’s protocol for vaccination to protect your pet from communicable diseases. As a result, Dogs should be vaccinated for DA2PP (distemper, Adenovirus-2, parvovirus & parainfluenza), Rabies and Bordetella. Cats should be vaccinated for FVRCP (Feline Viral Rhinotracheitis, Calicivirus & Panleukopenia) and Rabies.
The Pet S-Paw & Lounge strives to be a flea/tick-free salon. Any dog or cat that we discover to have fleas/ticks is immediately given a flea/tick bath to reduce the risk of parasite transmission to the other pets in our care. The salon is thoroughly treated with a flea premise spray after every case of fleas is discovered to protect the other pets that visit us. An extra fee of $20 is always applied to the grooming bill to cover the cost of the extra labour associated with the flea bath as well as the shampoo and fumigation products. There are currently many flea control products on the market, but in order to find one that is safe for your pet, you need to discuss all products with your veterinarian. Many of the monthly treatments available can be used topically or orally and are very successful in repelling fleas from your dog or cat’s skin and fur.
Matted/Stripping/Double Coated Coats
There are many reasons a pet can get matted. When the dog or cat’s hair becomes tangled or clumped close to the skin, it can pose a health risk for the dog/cat and increases the chance of skin irritation or injury during the grooming process. There are only 2 options when a pet’s coat is deemed matted – shave under the matted portion of hair, leaving the hair shorter but greatly reducing stress on the dog or cat. The other option that is available to some pet owner’s (providing the pet isn’t too far gone) is dematting. This service is only available for pets’ who can both tolerate it and when the matting is not so severe that dematting poses a high risk of injury or stress.
Both the dematting process and stripping off matted coat can be a slow process that takes skill and extra care from our groomers. It is also demanding on our bodies, equipment and often requires extra sharpening of blades and scissors. Because of these reasons, there are extra fees associated with both the dematting and clipping of matted coat. Prevention is the best defense by scheduling regular grooming appointments, every 6-8 weeks.
We will discourage double coated dogs to be shaved. We offer a bath and deshedding service that we urge you to try before opting to shave your dog. The coat can not grow back, grow patchy, cause skin irritation, and other conditions. If you opt to shave your double coated breed, you will be required to sign a waiver reiterating these points.
PLEASE NOTE: ATER DEMATTING AND/OR STRIPPING COATS, PET MAY BE LEFT FEELING UNCOMFORTABLE AND BEHAVIOURS MAY CHANGE DUE TO SEVERITY OF CONDITIONS.
There are benefits and risks to ear plucking. We will pluck ear hair on case-by-case basis and at the owner’s request.
PLEASE NOTIFY IF YOU WOULD LIKE THIS DONE.
Anal Gland Expression
Anal glands are no longer expressed unless requested by owner. If requested, we will very gently express anal glands externally, as needed. Anal glands that are infected, impacted, or for other reasons may not empty from external expression. Some dogs may need their anal glands expressed internally, which is done at a veterinarian office. The Pet Spaw & Lounge LTD. cannot determine your dogs’ needs in this matter and will not be responsible for any consequences of anal gland expression, or lack of expression, regardless of whether anal glands are full or empty, upon arrival or departure.
At times, additional staff members are needed to aid in the grooming process as a safety precaution. Such instances would include an older pet unable to stand, squirmy pets and various behavioural attitudes etc. Therefore, the grooming process takes longer and additional staff as a result cost can accrue when necessary.
Scheduled Appointments and Cancellations
Scheduling is important to maintain the flow of the shop. We strive to book appointments so we can keep our appointment times short and accommodate our client’s schedules. If unable to make a scheduled appointment, we require 24 hours notification. Please understand that when clients do not show for their appointments or cancel without sufficient notice, the opportunity to fill that appointment time, and clients on the wait list, miss the opportunity to receive services.
AS A RESULT:
- “No Shows” will be charged 100% of the service amount
- Less than 24-hour notice will result in a charge equal to 50% of service amount
- Cancelling or “no showing” two consecutive appointments, results in non-refundable deposit required prior to booking next appointment equal to 30% of service amount
Payment is due when services are rendered. We accept Visa, MasterCard, Amex but debit and cash are preferred.
Client Requests & Satisfaction
Customer service is very important to all our staff. We do our very best to accommodate all customer requests, however if a pet’s temperament or health condition prevents us from fulfilling a clients’ wishes we will communicate our concerns beforehand whenever possible. Your satisfaction is important to us. If you are unhappy for any reason, and would like something adjusted, we will be happy to make any adjustments when you pickup your pet from his/her appointment. Once, however, you take your pet home from the appointment, any return visits will be treated as a new appointment and client will be charged a grooming fee of some kind.