Policies
True North Canine
Grooming Policies
GROOMING SCHEDULE FOR HAIRCUT BREEDS
At our salon, our top priority is the comfort, health, and overall well-being of your dogs. In order to provide the best care possible, we are implementing a scheduling policy for all haircut clients.
What is a haircut client? Any dog that receives a full body clippered haircut. Breed examples: Shih Tzu, Poodle, Havanese, Cocker Spaniel.
Dogs that require haircuts must be maintained on a regular grooming schedule of no more than 10 weeks between appointments to remain active clients. (That’s 1.5 inches of coat growth for most dogs!) 3-6 weeks is considered a maintenance schedule, 6-8 weeks is a regular client. Dogs regularly exceeding the 10-week timeframe will shift to an hourly rate of $70/hour for small/medium dogs and $80/hour for large dogs in order to properly return them to a maintenance level. Keep reading to learn the intention behind this decision.
Regular grooming is essential for:
• Preventing painful matting
•Preventing overgrown nails, sanitary and eye areas
• Keeping skin and coat healthy
• Reducing stress during the grooming process
• Maintaining a positive, comfortable experience for your dog
When dogs go longer than 10 weeks between grooms, the process often becomes more stressful, and uncomfortable for them. When nails become overgrown or the coat develops matting and oil/sebum buildup, grooming may require more time and a more involved approach to keep your dog comfortable and safe. We are not implementing this out of laziness or efficiency reasons, but rather from an animal welfare standpoint.
We understand that every dog, household and budget is different, and we’re happy to help you find a haircut style and schedule that works best for you—whether that’s every 4, 6, or 8 weeks.
Our goal is to support you in keeping your dog happy, healthy, and feeling their best—not just on grooming day, but every day.
If you’d like help setting up a recurring appointment schedule, please don’t hesitate to reach out!
CANCELLATION AND RESCHEDULING
We are so thrilled to be a part of your pet’s life! Please understand that when you forget or cancel an appointment without enough notice, we are unable to fill that appointment time and clients on our waiting list miss the opportunity to receive our services. Our groomers are in high demand to help dogs in our community feel their best: To best serve our clients, the following terms apply:
True North Canine understands that sometimes schedules change and therefore requests at least 24 hours notice when canceling or rescheduling your appointment. Appointments canceled within 24 hours or appointments for which clients are a “No-Show” with no notification will incur the full service amount; this must be paid before scheduling a new appointment.
Please note that if you are over 15 minutes late for your appointment we may have to reschedule your service if it cannot be completed in the remaining time frame. This is to ensure all dogs receive the same quality of care in as quiet a space as possible. If we do not hear from you 15 or more minutes after your scheduled appointment, it is considered a “No-Show” and the service amount will be due before a future appointment.
Thank you for understanding that this is a time-based service and that scheduling an appointment is equal to reserving a time slot for your dog. If a dog does not show without notification, it prevents another dog from receiving care. We want to be mindful and respectful of your time and appreciate the same in return.
To reschedule or cancel an appointment please call or text the salon. If you are canceling your appointment outside normal working hours please leave a text or voicemail providing your name, dogs name, time and date of appointment.
PRICING
Pricing is based on breed, hair length, coat condition, temperament, age, and grooming history. A surcharge will apply if your dog is matted, requires extra bathing in addition to our standard shampoo process, or has not been groomed within the recommended grooming schedule for their breed. Puppy prices are applicable to dogs under 6 months of age. Prices provided are estimated and we are not able to give exact pricing until pick up, but the factors above determine the final cost.
FLEAS
Please note that dogs with fleas cannot be accepted. If your dog has fleas, they must be treated prior to visiting. Should your dog be brought to us with fleas, a fee will apply and your dog will be immediately sent home.
BEFORE YOU COME
Please allow your dog ample time to relieve themselves prior to entering our salon. It is recommended to give them time at home before arriving, as they may be too excited to relieve themselves in a new environment.
HEALTH
If your dog has any known underlying conditions, allergies, or history of seizures, bloody noses, or collapsed trachea etc., please notify your groomer.
If your dog is not feeling well and displaying symptoms such as diarrhea, vomiting, or coughing, please do not bring them to the salon for their own comfort and the safety of our other canine clients. Please advise our staff of any change in your dog’s health or medical conditions upon arrival so that we may update your pet’s file. We are unable to accept bitches who are in season or are pregnant. If your bitch is found to be in season, you will be notified to retrieve them.
TREATMENT TIMES
Owners arriving early to collect their dog places pressure on both the stylist and dog during what would otherwise be a stress free, relaxing grooming experience for your pet. We appreciate you waiting for our call or text and not entering prior to your dog’s completion.
BEHAVIOR
True North Canine does not use heavy restraint techniques. Muzzles may be used if prescribed by the owner. If a dog is exhibiting behavior that is considered to be dangerous to other dogs or employees, you will be asked to retrieve your pet for the safety of all.
PHOTOS
We are proud to share our adorable clients on our social media, website and use their fabulous haircuts for marketing. If you do not want your dog posted please notify your groomer in advance. Sometimes pups are camera shy, or we work right to the last minute before pickup and their photos don’t make it on our social media every time. Have no fear, we love all our furry friends equally!
MATTING
All prices quoted for our grooming services are a starting price. If your dog is excessively matted, a stylist will provide information about how to best proceed so that your dog is most comfortable and has healthy skin and coat in the future. No dog will be clipped down without notification. If a dog is severely matted, we may recommend that you bring your dog to a veterinarian for grooming, as we want what is best for your dog.
LATE PICK UP FEES
We reach out to owners 30 minutes before their pet is completed. Owners have an additional buffer time of 20 minutes, owners who are later than 50 total minutes after notification of a completion time will be charged a fee of $1 per minute. We operate a stress-free environment and require all clients to be respectful of our time so that we can continue to operate.
DATA PROTECTION
Your information and records will never be shared or released to third parties without your direct permission.
SATISFACTION POLICY
If for any reason you are not completely satisfied with the service received, please let us know within 24 hours of your dog’s appointment and we are happy to help correct your service. We are human and make mistakes; it is our goal to make it right!
PAYMENT
We accept cash, checks and all major credit cards. We appreciate cash and check payments, but if you choose to pay by card a 4% credit card processing fee will apply.
RETURNS/REFUND POLICY
Grooming is a service and is non-refundable, non-transferable and non-exchangeable. Thank you for understanding that our services are our time and expertise and not a tangible product that can be returned.
Thank you for your understanding and support of our small business.