📣PLEASE READ ALL INFORMATION BELOW CAREFULLY AND THOROUGHLY

HOURS OF OPERATION AND COMMUNICATION:

Monday-Friday: 830am-6pm   Sat-Sun: Office closed, groomers working

Mon-Fri- To reach us, text 629-206-9279 during these hours (this is not a call in/out line)

Sat & Sun-The office is closed on weekends but groomers are working. You may text 629-206-9279 on the weekends for any inquiries. We will get back to you as soon as possible.

Our main form of communication is via text/sms through our appointment system's number which is 629-206-9279. This number only receives and sends messages. It does not allow us to receive or make phone calls. All communications through this number are shared and are visible for our entire staff but extremely private to the company. This helps us respond as quickly as possible and stay connected with you about all your pet's grooming needs.

WHAT TIME IS MY APPT YOU ASK? When given a date(s) for an upcoming groom appt, we will likely not have the time for the groom immediately. Our mobile grooming routes are created and set up by zip codes to minimize travel time for our groomers. This also allows us to get to each client as quickly as possible depending on traffic. We are typically still building a route and need to ensure we have all clients identified before we can build a full route and send you an appointment by text with an ETA. To better provide you with a more accurate appointment ETA, please give us until the week prior to the groom appt before inquiring about a time if you haven't received a confirmation by then. We will get it to you as quickly as each route is finalized. 

OFFICIAL APPT NOTIFICATION POLICY: The official notification for your groom will be sent via our mobile grooming appointment software. It is called MoeGo. Our goal is to provide groom appointments 3-7 days (or more) before each. The appointment notification text will let you know the estimated time of the groom as well as the name of each pet scheduled to be groomed and the groomer's name for that particular appt. If you have received a regular text from a Mobile Pet Spaws' representative, but not an official notification/confirmation text from our MoeGo system with the time, pet(s) name(s) and groomer's name, please send us a text to 629-206-9279. Give us until 72 hours prior to your scheduled groom appt before texting this number to inquire. If no official text from our messenger board 629-206-9279) has been received prior to your appt, the appt has not been officially set. 

APPOINTMENT CONFIRMATION POLICY: When confirming your appointments, simply reply Y or YES if all looks good with the confirmation text received. Our system does not recognize any other form of confirmation other than Y or YES. If you need to cancel, we ask that you reply N or NO. We ask that you provide a reason for the cancelation as well as letting us know if you want to cancel or reschedule this one particular appointment  or cancel all future reserved appointments if applicable. Please refer to our cancelation policy in this agreement.

MULTIPLE PET APPT POLICY: If you have multiple pets, it is extremely important to notify us as soon as you know a particular pet cannot be groomed by sending us a text to our main number 629-206-9279 (Text only-this number does not accept phone calls). Failure to notify us will result in unexpected route changes for other clients as well as loss of income for your groomer. 

REOCCURRING APPT POLICY (VERY IMPORTANT): For those clients whom reoccurring appt dates have been provided for the remainder of the year, it is EXTREMELY important that these dates are kept where possible. Please save them, add them to your calendar. We understand life events can occur which could interfere with some of these dates. Vacations and plans can change especially when booked for the entire year. We simply request you notify us at least 2 WEEKS or MORE in advance of any scheduled changes or cancelations that need to be made. Mobile routing is very complex and does not allow for a lot of changes due to other clients availability and their schedules. Each of our groomers depend on your commitment to keep your appt in order to avoid loss of income. Regular appts may need to be removed from our route if multiple dates change throughout the year.

SPRING & FALL BREAK weeks as well as HOLIDAY vacations: Please notify us ASAP if any of your groom dates fall in these weeks. 

PRICING POLICY: The initial prices quoted are ESTIMATES and the groomer may need to adjust the price due to various reasons upon arrival and/or completion of the groom (including dog breed, weight, size, services required, behavior, length of groom, matting, deshedding, along with other add-on services). This applies for new and existing clients. Pricing is typically more consistent when you get on a regular grooming schedule which is what we highly recommend. Please be aware that prices can vary from groom to groom. We are happy to find you several spots at a time.  

MINIMUM PRICEPOINT IS $105 AND GOES UP FROM THERE DEPENDING ON BREED, SERVICE AND FINAL GROOM TIME. All estimates will be given when we reply to your groom request form.

PAYMENT POLICY: We accept 3 forms of payment. Cash, Check or Card. Checks are made payable to Mobile Pet Spaws. There is a 4% processing fee for debit/credit cards. We do not accept Venmo as a regular form of payment. Groomers are allowed to receive tips but the tip is required to be separated from the groom payment. See below for tipping instructions. Returned checks will incur a $35 fee.  All payments are due at the conclusion of the groom. We do not take payment before the groom begins.  If you are not home at the time of the groom, payment must be left in the form of cash or check unless you have a card on file we can charge.  First time grooms, the pet parent must be home from start to finish.

TIPPING POLICY: For a job well done (which we hope is on every furry client) YES, a tip is certainly allowed for our groomers. All tips must be given or sent directly to the groomers. We DO NOT accept tips on checks or credit cards. Cash, Venmo, CashApp, or a separate check (payable to the groomer) are acceptable tipping options. Ask your groomer for their preference.

ARRIVAL TIME POLICY (3 HOUR ARRIVAL WINDOW): Estimates given for arrival times are just that, estimates. Please allow 1 hour prior to appointment time for arrival as well as 2 hours beyond the appointment time. If you are booking a late afternoon appt, please be aware they can go into the evening hours. Your groomer will text you when in route. We strive to give a 20-30 minute heads up text. Mobile grooming times can fluctuate greatly. This is based on dogs that go longer than anticipated, traffic, and other factors. If for some reason you need to leave before we are done, we are happy to put your dog back in your home or yard and lock up. We service many homes when owners are away. We are happy to coordinate with you if so desired. For first time visits the pet owner must be home for the meet and greet.

WHO IS MEETING THE GROOMER POLICY: If you are not the person meeting the groomer on the day of the groom, we must have the contact’s name and phone number of the person the groomer will be meeting. This is required at least 24 hrs prior to the groom. They will also need to be able to update the groomer on what services are needed for your dog(s). The person meeting the groomer must be 18 years of age or older.

PARKING REQUIREMENTS POLICY: We typically park along the curb in front of your home or pull into wide/spacious driveways where it is easy to pull in and out. If you are in a condo/apt or a home with a busy street and have parking that is considered difficult (ex: steep driveway, construction zones, extreme hills) PLEASE LET US KNOW in the NOTES SECTION before the appt is set up to ensure we can get to you safely. See truck and van pics on home page (they are large like the Amazon and UPS vans and need lots of room and height clearance of 12 feet). We need a mostly flat surface to park. If no flat surface is available, we cannot service you. Please note that just because a delivery van goes into a driveway, this does not mean our vans can do the same.  NO PARKING GARAGES…our clearance is 12ft. For us to safely park and avoid damages to our groom units, all driveways and street parking needs to be clear of tree limbs or any other obstacles.  Be sure all vehicles are moved before we arrive or give clear instructions where to park upon arrival as the groomer will not be able to stop a groom once it has been started. 

GROOMING INSTRUCTIONS POLICY: Make sure to give clear instructions and discuss the services with the groomer and how would you like the haircut. The groomer will give you options if what you desire is not possible/safe to achieve depending on your pet’s coat condition and behavior.  We encourage you to share with us as much information as possible before the groom so that we can add this information to the notes for the groomer.

GROOM IN PROGRESS POLICY (NO KNOCK): Be aware that grooming process involves very sharp shears and clipper blades around the entire pet, especially on very sensitive areas like eyes, ears, neck and privates. Please DO NOT KNOCK on the unit’s window/door at any time once the groomer has started the grooming.

COMPLETION OF THE GROOM/SATISFICATION POLICY: Once the groom is completed and the pet is returned, ensure the services/haircut is to your satisfaction and prior to the groomer’s departure. Once the groomer has left your property, a charge will be incurred for any return visits.  

GROOMER AVAILABILITY POLICY: While we strive to put you with the same groomer where we are able, it is not a guarantee. Please understand that mobile grooming requires flexibility on scheduling, arrival times and the groomers can vary between visits.

AGGRESSIVE BEHAVIOR/DIFFICULTY FEE POLICY: History of aggressive behavior MUST be disclosed before any groom takes place. Please ensure to disclose any history of aggression, bites or difficult behavior as we have a very strict policy of not accepting dogs the exhibit aggressive behavior. Every pet behaves differently especially for grooming. No pet is like the other of the same breed. Some like the process, others can be terrified or not as fond of the whole grooming process. As pets age, they become more sensitive as they can develop arthritis (which is very painful for the pet) also blindness and loss of hearing. These are all factors that could make your pet not like the groom process. Puppies, senior pets and pets with high anxiety are known to be or become difficult for the groomer. If your dog shows aggressive behavior in any capacity, we will immediately stop the groom and either return your dog or call you to come pick up your dog. There is a $50 show up fee for all grooms even if we are unable to provide service to your dog. A $20 difficulty fee will be added to any groom that can be performed where a muzzle is required as well as any restraints, supports such as belly bands on any medicated/sedated/unruly/uncooperative pet. This fee also applies to senior pets, blind pets or any pet with a disability that requires extra care, support or time to complete the groom.

MEDICAL CONDITION POLICY: We require any medical conditions be disclosed before the start of any groom. For new clients, this needs to be disclosed on the groom request form. For existing clients, please notify us via text at 629-206-9279 as soon as you discover anything new.

MATTED DOGS POLICY: There will be an additional fee of $20-$40 added (in addition to the groom) if your dog is matted. This fee will be based on how severe the matting is and how long the groom takes. We do not offer dematting or brushing mats out as this is extremely painful for the pet. If your dog requires a shave down, that is what needs to be done. Please know that our groomer’s goal is to provide a safe and comfortable groom for all dogs. It is too painful and inhumanely to brush out extreme matting and will cause your dog much discomfort and more likely an injury. More frequent grooms are highly recommended to avoid having to strip down your dog’s coat completely. Even though some breeds get groomed regularly, this does not guarantee that your pet will be mat free. Some breeds like doodle and poodle mixes are very complex and tend to mat from the regrowth of their coat even after being shaved down. Be prepared for a shave down if there is matting. Your groomer will inform you if they encounter any mats after inspecting the coat once on the table, especially the ones closer to the skin not easily visible. There is a $50 show up fee for any visit even if no services are provided at all. In the event of the groom had started and not able to be completed, our minimum is $105. Final price will be determined according to what was done to the pet and time spent.

SHOW UP FEE POLICY: Please note there is a $50 show up fee even if no services are provided.  

REACHING THE GROOMER POLICY: Once the groomer has arrived, please text them if you need anything once the groom has started. Please DO NOT KNOCK or OPEN the door of the groom unit. It is extremely dangerous to interrupt the grooming process as this can cause harm to your dog. Scissors and clippers and startled groomers/dogs are not a good combo. They will get back to you as quickly as they are able. Please note that once the groom has started, the groomer typically does not have the ability to check texts. Therefore, it is very important to relay all grooming instructions before the groom begins.

INCLEMENT WEATHER POLICY: We travel if the sun is shining as well as pouring rain. We do not cancel groom appts unless it is an extreme weather condition. Typically, the only time we cancel is when we have snow or ice on the roads. We must have clear roads, sidewalks and driveways in order to safely get to your location. We will send notifications out as quickly as possible to alert you of any extreme conditions that would prevent us from traveling.

CANCELATION POLICY (FEES MAY APPLY): While we do understand events can arise causing you to miss a groom appointment, we ask that you notify us within 72 hours (3 days or more) of the groom appt. If your appt is canceled less than 24 hours from the estimated groom start time, a $50 fee will be applied to the next visit. The groom will be rescheduled to the next scheduled date if one has been set.  If you know a week or two or more that an appt needs to be rescheduled, please let us know as soon as you know. We do ask to minimize cancels once you've been given dates as rescheduling a mobile grooming route can be a difficult task as other clients times are affected as well. 

NO SHOW/SAME DAY CANCEL POLICY: No show and same day cancelations will result in a charge of 100% of the estimated groom price.

FAILURE TO PAY POLICY:  Failure to pay the entire bill for services rendered will result in legal action.

HOW TO CANCEL? Please text us at 629-206-9279 as soon as you are aware the groom needs to be canceled. We will do our best to find a new spot but with routes being nearly 100% full most months, we will likely need to skip a groom and pick up on your next scheduled groom. 

SAFETY MEASURE POLICIES

At Mobile Pet Spaws, pet safety is our number one priority. Grooming procedures can sometimes be stressful, especially for newly adopted/rescue, puppy, senior or pets with health conditions, and can expose hidden medical problems or can also aggravate current conditions during or even after the grooming. Clients must disclose any pre-existing health conditions, unsatisfactory previous grooming or unpleasant grooming history that has affected the pet in the past, to ensure the pet gets the best spa treatment and experience while being serviced by our groomers. 

Pets will be accepted for grooming only under the following circumstances:

The pet is in healthy conditions, free of stitches/staples, no open wounds, no ear infection/oozing and the pet is mobile.

The client must disclose any health or behavior issues to the groomer prior to the start of the groom.

Grooming procedures may expose pre-existing health/skin not easily visible conditions for which Mobile Pet Spaws cannot be held liable.

The pet's rabies vaccine is up to date (as required by Tennessee law) unless otherwise discussed. Please provide a copy of the vaccine record.

In the event of an emergency, in your absence, you authorize the groomer to contact the nearest Veterinarian and authorize the Vet to treat the pet as necessary at your expense. 

Our groomers are certified and trained in pet grooming only and will not practice or discuss veterinarian medicine or treatment of any kind with the client. If the groomer finds a spot, rash, wound, cut, lump, bump, or if the pet ears does not look healthy, each groomer has been instructed to communicate to the client as soon as possible and advise to visit the vet to be checked and/or diagnosed. The grooming may be affected or rescheduled if the groomer encounters any of the above-mentioned issues.

For safety reasons we do not groom aggressive pets. If the pet manifests any behavioral or aggression issues that could endanger the safety or the health of either the pet or the groomer during the grooming, the session will be immediately stopped, and the pet will be returned to the owner.

We do not offer anal gland expression, as this should be performed by a licensed veterinarian. 

We do not pluck pet ears hair nor clean the ear canal. If the ears are in healthy conditions, the groomer then will trim and clean the ear leathers only or will inform you if the ears need to be checked by the Vet.

We do not offer “dematting" to a matted or pelted pet as is very unsafe and painful for the pet. A shave down will be offered instead as best option for your pet's safety and health at the groomer best judgments. 

We do not shave down your pet without your consent. If the pet is matted, the groomers have been instructed to properly communicate to the client about the coat condition and how short the haircut will be.

Every pet should be on a preventative flea and tick treatment in order to be groomed by us. We do not treat for fleas or ticks. Groom will not be performed If your dog has excessive fleas/ticks. We highly recommend getting your pet treated first.

Working on live animals, there is always the possibility an accident could occur, especially when the pet is moving around, being wiggly, or just fighting the groomer because they don't like or fear the grooming process. Grooming equipment is sharp and even though we use extreme caution and care in all situations, potential incidents could occur during a groom session. Some examples of grooming incidents are as follows:

Cuts with the clipper blade while shaving tight mats off.

Scissor nicks while the pet is not being still on the table for the groomer.

Scratches which could happen to a hyper or wiggly pet that keeps trying to jump off the table or tub.

 Quicking of neglected nails when trying to clip really short and gets cut too short, exposing the vein in the pet nails (quick)

 Brush burns that occur when we try brushing.

 Hematomas that could occur either during or even after shaving close mats, especially around the ears. 

Every effort will be made to ensure the pet is groomed as safely as possible but an excited, scared, nervous or anxious pet can often be dangerous to work on. Mobile Pet Spaws requires all employees to perform the grooms as cautious, safe, and humanely as possible. It is the groomers discretion on whether a dog is safe to groom. The groomer will notify the pet owner if the pet is being uncooperative and/or not safe to perform the groom. Mobile Pet Spaws LLC and its groomers, cannot be held liable in the event of any grooming incident due to behavior or bad condition such as matted, neglected coat, or skin conditions, etc.