POLICIES & PROCEDURES

At Urban Dogg, our priority is the happiness and health of every pet. If your groomer notices that your pet is feeling stressed, we will take steps to help soothe them. However, if we determine that continuing the grooming process could be unsafe for either the pet or the groomer, we will stop the grooming and return your pet with photos and a video explanation of why we couldn’t proceed. Please inform us before grooming if your pet has a history of biting or aggressive behavior. For the safety of your pet and our groomers, pets that are too aggressive or too stressed will not be groomed and will be referred to a local veterinarian. Additionally, all pets must have current rabies vaccinations to receive grooming services at Urban Dogg. 

Excessive de-matting is a procedure that can be painful, time-consuming, and costly, often causing significant discomfort and potentially aggravating or creating skin issues. Clients should be aware that neglecting a pet’s coat can lead to problems such as irritation from brushes and clippers. Pets with matted coats are at a higher risk of accidents, including cuts, nicks, and irritation from grooming tools. Urban Dogg reserves the right to decide whether it is in the pet’s best interest to de-mat or to "shave down" and start fresh. Shaving your pet may significantly alter their appearance, leaving their hair very short, and could reveal pre-existing conditions. Urban Dogg is not responsible for the condition of the pet’s coat or any aftereffects of grooming, which may include itchiness, skin redness, sunburn, self-inflicted abrasions, irritation, or issues with hair regrowth. 

Grooming can be stressful, particularly for senior pets or those with existing health conditions. Given that these pets are more vulnerable to injury and illness, Urban Dogg focuses on maintaining cleanliness and comfort during grooming. We may not be able to achieve the specific style you request if it is not in the pet's best interest. As pets age, their comfort becomes our top priority over styling. Our aim is to minimize the frequency of grooming to reduce any undue stress on your pet. While we understand you want your pet away from home for the shortest time possible, rushing the grooming process may not always be in the pet's best interest. Urban Dogg will provide a clear explanation of what can and cannot be done before we begin grooming. Trust in our professional judgment is crucial when grooming elderly or disabled pets. If you are not willing to accept our recommendations, we may not be able to proceed with the grooming. 

Small businesses like Urban Dogg are significantly impacted by last-minute cancellations and no-show appointments. We carefully schedule appointments to provide your pet with the attention they need in a relaxing and calm environment. To maintain the quality of our service, we accept a limited number of appointments each day. Our automated system will send a text or email reminder 48 hours before your appointment. We request that you provide at least 48 hours' notice if you need to cancel, or a $25 cancellation fee will be applied to your next grooming appointment.  

We can provide a price range before the service, but we cannot guarantee the final cost until we assess your pet in person. Factors such as coat length, breed size, your pet’s cooperation, coat condition (including matting), and temperament all influence the final price. 

Appointment times are approximate arrival times. Since we work with live animals, our schedule may experience interruptions and delays. If we anticipate being early or late, Urban Dogg will give you a courtesy call with an explanation of the changes. Although we stagger appointment times to minimize the duration pets spend with us, this is not always possible, and adjustments may be necessary. We appreciate your understanding and patience in these situations.