Grooming Policies & Service Guidelines

We schedule by appointment and provide an estimated arrival window based on our route for the day. Please have your dog ready when we arrive and ensure we have easy access to your home or designated pickup area. If you need to make changes, please reach out — we’re happy to help adjust when possible.

Life happens! We simply ask for advance notice if you need to cancel or move your appointment. Cancellations under 24 hours or missed appointments may be subject to a fee, as last-minute gaps make it difficult for us to fill your spot.

Payment is due at the end of each appointment. We accept major forms of payment, and you’ll receive a clear breakdown of services provided. Additional charges may apply for situations such as severe matting or extra handling time, but we’ll always discuss that with you first.

Your pup’s well-being comes first. Please only book an appointment if your dog is in good health and free of contagious conditions. Let us know about any medical issues, sensitivities, or behavioral concerns so we can tailor our care. If a dog becomes overly stressed or unsafe during grooming, we may pause or stop the service in the interest of their comfort and safety.

We follow a “humane-ity over vanity” approach. If your dog’s coat is matted, we’ll assess whether safe detangling is possible. In cases where brushing is either not possible or would cause undue pain or discomfort, we may recommend a shorter clip. Extra time or matting fees may apply, and we will always communicate our plan before proceeding.

We love dogs of all ages and abilities. Some pups may require gentler handling, shorter sessions, or breaks throughout the groom. We will always do what’s best for their comfort—even if that means adjusting expectations or stopping early.

If fleas or ticks are discovered during the groom, we may pause the service and reschedule after your pup has received treatment, as the van must be thoroughly sanitized before the next appointment. This helps keep all the pups in our care protected.

We use gentle, patient, low-stress handling at all times. If a dog becomes reactive, attempts to bite, or cannot be groomed safely without risk, we may need to modify the service, recommend a different grooming approach, or stop the appointment. Safety for your dog and our groomers is always the priority.

You’re welcome to either be home or away from home during the appointment — whichever works best for you. If we arrive when you are not home, and cannot safely reach or retrieve your dog, the appointment may need to be rescheduled.

Our aim is to achieve the look you want, but final results depend on coat condition, health, your pup’s comfort level, and your pup’s willingness to consent to the process. If a specific style isn’t possible, we’ll explain why and recommend the best, safest option.

As a mobile service, weather and travel play a big role in our schedule. In cases of severe conditions, we may need to adjust or reschedule appointments to keep everyone safe.

We love showing off clean, happy pups! With your permission, we may take photos to share on our website or social media. If you’d prefer we don’t use your dog’s image, just let us know — we’re happy to respect your wishes.

We take every precaution to groom safely and gently. Clean & Cuddly is not responsible for issues related to pre-existing health conditions, skin sensitivities, matting, or behavior-related injuries that may arise during or after grooming. We will always communicate openly and prioritize your dog’s comfort above all.