Terms & Conditions

1. Appointments

Appointments are required for grooming services unless otherwise approved by Velvet Spaw. Customers are responsible for providing accurate contact information and accurate information about their pet when booking.

Velvet Spaw may require a valid telephone number, email address, and/or payment card to confirm an appointment. Appointment availability is not guaranteed until the appointment has been confirmed by Velvet Spaw.

2. Cancellation and Rescheduling Policy

We understand that plans can change. However, grooming appointments reserve time specifically for your pet.

Customers are expected to provide reasonable advance notice when canceling or rescheduling an appointment. Velvet Spaw may charge a cancellation or missed-appointment fee when an appointment is canceled too late, repeatedly rescheduled, or missed without notice.

Unless otherwise communicated by Velvet Spaw, the standard cancellation fee may be $25 per appointment. Repeated cancellations, no-shows, or other appointment issues may result in a deposit requirement or Velvet Spaw declining future bookings.

3. No-Shows

A “no-show” occurs when a customer does not arrive for a scheduled appointment and does not provide appropriate notice.

No-show appointments may be subject to a cancellation fee. Repeated no-shows may result in the customer being required to prepay or provide a deposit before future appointments can be scheduled.

4. Late Arrivals

Customers are expected to arrive on time for scheduled appointments. Late arrival may reduce the amount of time available for grooming and may result in a modified service, shortened haircut, additional fee, rescheduling, or cancellation.

Velvet Spaw will make reasonable efforts to accommodate late arrivals but cannot guarantee the originally requested service when a customer arrives late.

5. Pick-Up Policy

Customers are responsible for picking up their pet promptly when notified that grooming is complete. Customers who are unable to pick up their pet on time should contact Velvet Spaw as soon as possible.

Additional boarding, waiting, or late pick-up fees may apply when applicable. Velvet Spaw is a grooming business and does not operate as an overnight boarding facility unless specifically stated otherwise.

6. Pet Health and Vaccinations

Customers are responsible for providing accurate and current information regarding their pet's health and vaccination status.

Velvet Spaw may require proof of vaccinations or other health documentation before providing services. Velvet Spaw may refuse or postpone services when a pet appears to have a contagious illness, parasites, open wounds, significant skin conditions, or another condition that could create a health or safety concern for the pet, other animals, customers, or staff.

If a pet is found to have fleas, ticks, or other parasites, additional cleaning, treatment, or service fees may apply.

7. Medical and Health Conditions

Customers must inform Velvet Spaw of any known medical conditions, allergies, medications, physical limitations, recent surgeries, injuries, or other circumstances that may affect grooming.

Velvet Spaw and its groomers will use reasonable care, but grooming may involve physical handling and may present additional risks for pets with medical or physical conditions. Velvet Spaw may decline or modify a service when grooming could reasonably pose a significant risk to the pet.

8. Senior, Disabled, or Medically Fragile Pets

Special care may be required for senior, disabled, anxious, or medically fragile pets. Customers understand that grooming may involve standing, restraint, bathing, drying, brushing, clipping, nail trimming, and other physical handling.

Velvet Spaw may modify, shorten, or discontinue a grooming service if continuing could place the pet at significant risk.

9. Pet Behavior and Safety

Customers must disclose known behavioral concerns, including aggression, biting, severe anxiety, fear, or previous incidents involving grooming or handling.

Velvet Spaw reserves the right to refuse service or stop a grooming appointment if a pet presents an unreasonable safety risk.

If a pet bites, scratches, attempts to bite, or otherwise creates a safety concern, Velvet Spaw may immediately stop the service. Any additional costs associated with injuries, emergency care, property damage, or necessary cleaning caused by a pet may be the responsibility of the pet owner to the extent permitted by law.

10. Grooming Results

Grooming results may vary depending on the pet's coat condition, breed, coat type, behavior, health, previous grooming history, and the condition of the coat at the time of service.

Matting, tangles, impacted undercoat, skin conditions, or other coat conditions may affect the final result. In severe cases of matting, Velvet Spaw may recommend shaving or another appropriate grooming method rather than attempting to preserve the existing coat.

Customers understand that removing severe mats may reveal skin irritation, bruising, sores, redness, or other conditions that were not visible before grooming. Velvet Spaw does not guarantee that a requested style or haircut can be achieved in every situation.

11. Risks Associated With Grooming

Although Velvet Spaw and its groomers use reasonable care, grooming involves inherent risks. Possible risks may include minor cuts, irritation, redness, clipper irritation, nail-related injuries, ear irritation, stress, or other reactions.

Pets may also move unexpectedly during grooming. Customers acknowledge these inherent risks and agree to provide accurate information that could help Velvet Spaw safely perform services.

Nothing in these Terms is intended to waive rights or protections that cannot legally be waived.

12. Emergency Situations

If Velvet Spaw reasonably believes that a pet is experiencing a medical emergency during a grooming appointment, Velvet Spaw may take reasonable steps to protect the pet's health and safety.

This may include contacting the owner, contacting the owner's veterinarian, or seeking emergency veterinary care when reasonably necessary.

The pet owner is responsible for veterinary expenses unless otherwise required by law. Customers are strongly encouraged to provide current emergency contact and veterinarian information.

13. Payment

Payment is due according to the terms presented at the time of service. Velvet Spaw may accept credit cards, debit cards, electronic payments, or other payment methods made available by the business.

Prices may vary depending on the pet, breed, size, coat condition, requested service, time required, and additional services provided. Additional charges may apply for services or circumstances that require additional time, labor, cleaning, treatment, or specialized handling.

14. Pricing

Velvet Spaw reserves the right to change service prices at any time. Prices applicable to an appointment may be communicated during booking or before services are performed.

Customers may request an estimate; however, an estimate is not necessarily a guaranteed final price when the actual condition of the pet or coat differs from the information provided at booking.

15. Refunds and Service Concerns

If a customer is dissatisfied with a grooming service, the customer should contact Velvet Spaw as soon as reasonably possible.

Velvet Spaw may, at its discretion and when appropriate, offer a correction, adjustment, partial refund, credit, or other resolution. Refunds are not guaranteed and will be evaluated based on the circumstances of each situation.

16. Customer Responsibility

Customers are responsible for providing accurate information about their pet; disclosing relevant health and behavioral information; maintaining required vaccinations; arriving on time; picking up their pet promptly; providing current contact information; paying all applicable charges; and following Velvet Spaw's safety instructions and policies.

17. Right to Refuse or Discontinue Service

Velvet Spaw reserves the right to refuse, modify, postpone, or discontinue services when reasonably necessary for the safety or well-being of the pet, employees, contractors, customers, or other animals.

This may include situations involving aggressive or unsafe behavior, severe anxiety or distress, contagious illness, parasites, significant medical concerns, severe matting, repeated no-shows, repeated late cancellations, unpaid balances, or abusive, threatening, or inappropriate conduct toward employees or contractors.

18. Customer Conduct

Velvet Spaw is committed to maintaining a respectful and safe environment. Threatening, abusive, discriminatory, harassing, or inappropriate behavior toward Velvet Spaw employees, contractors, customers, or other individuals will not be tolerated.

Velvet Spaw may refuse service or restrict future bookings when necessary to protect its staff, customers, property, or business operations.

19. Abandoned Pets

Pets must be picked up following completion of services. If a customer fails to retrieve a pet and cannot be reached after reasonable attempts, Velvet Spaw may take appropriate action consistent with applicable law.

Any boarding, care, veterinary, transportation, or other reasonable expenses resulting from an unclaimed pet may be charged to the owner to the extent permitted by law.

20. Personal Property

Customers are responsible for personal belongings left at Velvet Spaw. Velvet Spaw is not responsible for lost, stolen, or damaged personal property unless otherwise required by law.

21. Website and Online Booking

Information on the Velvet Spaw website and online booking system is provided for general informational and scheduling purposes.

Velvet Spaw may update website content, services, pricing, availability, policies, or other information without prior notice. Customers are responsible for reviewing applicable policies before booking services.

22. Photos, Videos, and Marketing

Velvet Spaw may photograph or record pets during or after grooming. Customers may be asked for permission for photographs or videos to be used for marketing, advertising, social media, educational materials, or other promotional purposes.

Customers may contact Velvet Spaw regarding questions or concerns about promotional use of images.

23. Privacy

Velvet Spaw's collection and use of personal information is governed by its Privacy Policy . The Privacy Policy is incorporated into these Terms by reference.

24. Third-Party Services

Velvet Spaw may use third-party companies for appointment management, payment processing, communications, website hosting, customer management, and other business functions.

Those third parties may have their own terms and privacy policies. Velvet Spaw is not responsible for policies or practices of independent third-party service providers except to the extent required by applicable law.

25. Limitation of Liability

To the fullest extent permitted by applicable law, Velvet Spaw will not be responsible for losses or damages arising from risks inherent in pet grooming, undisclosed medical or behavioral conditions, inaccurate information provided by a customer, or circumstances outside Velvet Spaw's reasonable control.

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited under applicable law.

26. Indemnification

To the extent permitted by applicable law, customers agree to be responsible for losses, costs, damages, or expenses arising from materially inaccurate information they provide about their pet or from their pet's conduct, including undisclosed aggression or other known safety risks.

This provision does not apply to the extent a claim results from Velvet Spaw's own negligence, willful misconduct, or liability that cannot legally be shifted to a customer.

27. Changes to These Terms

Velvet Spaw may update these Terms from time to time. Updated Terms may be posted on the Velvet Spaw website, booking system, or otherwise communicated to customers.

The updated Terms will become effective on the date stated in the updated version.

28. Governing Law

These Terms will be interpreted and applied in accordance with applicable law. Nothing in these Terms is intended to deprive a customer of rights or protections that cannot legally be waived or restricted.

29. Severability

If any provision of these Terms is determined to be invalid, unlawful, or unenforceable, the remaining provisions will remain in effect to the fullest extent permitted by law.

30. Entire Agreement

These Terms, together with Velvet Spaw's Privacy Policy and any other written policies or agreements specifically incorporated into the customer's service relationship, constitute the applicable agreement regarding the services covered by these Terms.

31. Contact Information