Our Policies

Service Terms & Conditions

Cancellation Policy
We require 24 hours notice for all cancellations to avoid charging a cancellation fee of $15 per service booked. 

Late Policy
If you are 10+ minutes late for your appointment, we might have to cancel, reschedule, or adjust your service(s) to fit the remaining time. If we adjust or reschedule your service, the full cost of the service still applies. If we do not hear from you 15 minutes into your appointment, or if we cannot adjust or reschedule your service, it will be considered cancelled and the applicable cancellation fee(s) will apply.

Gift Card Policy
Gift cards will be delivered to you activated and ready to use. Please treat them like cash. FLUFF is not responsible for lost or stolen gift cards. Gift cards do not expire.
Please note that all services, gift cards, and memberships are non-refundable.

Grooming Policy
Every Client is required to sign that they have read, understand and agree with this form upon booking grooming services. This agreement will be in force through the duration of our client/salon relationship for all of our locations and will be kept in our files. Your pet is very important to us. FLUFF DOG WELLNESS SPA would like to assure you that every effort will be made to make your pet’s grooming experience as safe and pleasant as possible. Safety comes first for everyone, people as well as pets, during the grooming process. 

Health or Medical Problems
Occasionally, grooming can expose a hidden medical problem or aggravate a current one. This can occur during or after grooming. All medical expenses for veterinary care will be covered by the pet’s owner upon signing this contract/agreement. 

Accidents
Although accidents are very rare, there is a risk when dealing with pets. Grooming equipment is sharp, and although we use extreme caution and care in all situations, possible problems could occur including cuts, nicks, scratches, quicking of nails, etc. In most cases, this can happen when a pet is wiggling or moving around. Your pet’s safety and comfort is our number one priority. In the event an accident does occur, you will be notified of the accident. If FLUFF DOG WELLNESS SPA feels it is serious, and the owner is not on-site, FLUFF DOG WELLNESS SPA will seek immediate veterinary care for your pet. 

Authorization-Medical Emergencies
This release gives FLUFF DOG WELLNESS SPA full authorization to seek medical treatment from the nearest veterinarian in the case of any medical emergencies while in the care of FLUFF DOG WELLNESS SPA. All veterinarian costs and expenses will be the responsibility of the pet’s owner. 

Current Vaccinations
Any new puppy clients being serviced in our salon must be up to date on all puppy vaccinations. Adult/senior dogs must be current on Rabies and Distemper. 

Dangerous or aggressive pets-refusal of services
FLUFF DOG WELLNESS SPA has the right to refuse any services at any time. In the event that your pet is too stressed or becomes dangerous to groom, FLUFF DOG WELLNESS SPA has the right to refuse grooming services, stop grooming services, or cancel grooming services at any time before, during, or after grooming and the client will be charged a grooming fee (for what was done up until that point). Additionally, if extensive handling is required, a handling fee may be added. 

Use of Muzzles
Muzzling does not harm your pet and protects both the pet and the Groomer. In some cases, muzzling may even calm a stressed pet, allowing the grooming process to continue. If a pet still acts in a way that is dangerous, FLUFF DOG WELLNESS SPA has the right to stop grooming services at any time and a service fee will be collected. We do not muzzle unless your pet gives us a reason to. Other methods are used to calm your pet, muzzling is a last resort. 

Interruptions During Grooming Services
For the safety of the pets being groomed, as well as the professional pet Groomer, it is asked that you do not interrupt the Groomer during grooming. If you arrive to pick up your pet and they are still being groomed, please DO NOT talk to your pet or allow him/her to see you. Please step outside for a few moments until the groom is completed. Every effort will be made to ensure your pet is groomed as safely as possible, but an excited pet can be dangerous to continue to work on. If you insist on talking to your pet or the Groomer, we reserve the right to end the grooming session, even if the groom is not completed and the full grooming price will be charged. 

Matted Coats
Pets with severely matted coats require extra attention. Mats in a pet’s coat grow tight, and can ultimately damage and tear the pet’s skin, which provides a breeding ground for parasite infestations and infections. FLUFF DOG WELLNESS SPA will not cause serious or undue stress to your pet by dematting. Mats can be very difficult to remove and may require the pet to be shaved. Removing a heavily matted coat can cause nicks, cuts, or abrasions due to skin growths trapped in the mats. Heavy matting can also trap moisture and urine near the pet’s skin allowing mold, fungus, or bacteria to grow, producing skin irritations that existed prior to the grooming process. After-effects of mat removal procedures can include itchiness, skin redness, self-inflicted irritations or abrasions, and failure of the hair to regrow. In some cases, pets may also exhibit brief behavioral changes. Prevention is the best defense by scheduling regular grooming appointments, every 4-6 weeks. If your pet needs to be shaved to remove matting, by signing this form, you acknowledge that you agree to this procedure and any risk. There will be an additional charge (to be determined by Groomer) for this process: it is time-consuming, and causes extra wear and tear on grooming equipment.

Satisfaction Guarantee
Your satisfaction is important to us. If you are unhappy for any reason and would like something adjusted, we will be happy to make any adjustments when you pick-up your pet. Any other adjustments may be made within 24 hours of pickup at no additional cost. Otherwise, it will be considered a new service. 

Photographs
This release authorizes FLUFF DOG WELLNESS SPA to take photos of your pet for client file and for company website and Facebook page. All photos taken are the property of FLUFF DOG WELLNESS SPA. 

Membership Terms & Conditions

Automatic Monthly Charge to Credit Card
You may choose to subscribe to our auto renewal membership programs. To become a member you must provide your name, email address, other registration information, including credit card details, and select a password (“Account Information”), which you should not share with any third parties. When you subscribe to a membership, you agree to notify us promptly of any relevant changes in your information, including your payment data.
When you subscribe to a membership, your credit card will be automatically charged the monthly fee associated with that membership type each month for the duration of your enrollment in the membership.  The monthly fee will be charged automatically and approximately on the same day of the month that the original purchase was made.  Membership entitles the member to one monthly FLUFF SIGNATURE SERVICE for their dog. Member Benefits shall accrue each month and may be used at any time after accrual. Benefits will roll over to the next month and be stored in the member’s account. 

Cancellation of Membership
A membership may be paused or cancelled at any time upon thirty (30) days’ advance notice via the following mechanism: membership section on website or by contacting FLUFF DOG WELLNESS SPA via email. Any change in membership status will take effect for the next billing cycle. For the avoidance of doubt, when you cancel a subscription, you cancel only future charges associated with your membership.

Accrued Membership Benefits
If a membership is cancelled, any accrued but unused Member Benefits will be retained by the member and may be used consistent with these membership terms. Unused Member Benefits rollover month to month and never expire during membership. Any unused Member Benefits must be redeemed within 90 days of membership cancellation or they expire forever. Unused Member Benefits cannot be redeemed for cash or returned for a cash refund.

Fluff’s Right to Terminate the Membership
We reserve the right to terminate or refuse to renew your membership for any reason not prohibited by law including, but not limited to, an unsatisfactory payment history.  We further reserve the right to collect at any time any delinquent or outstanding balance that has not been paid for any services provided or monthly payments owed.  

Membership Cannot be Assigned
You cannot assign your membership rights or obligations to anyone else.  If our physical store location closes, we will either direct you to another location or cancel your membership, in our sole discretion. 

Increase in Monthly Membership Dues
We will provide you with thirty (30) days’ advance written notice of any increase in the monthly payment (or membership dues) under your membership program. During this period, you will have your usual right to terminate your membership in accordance with the membership terms and conditions and rules. If you do not terminate the membership by the date given to you in the notice, then the price of your membership will be increased in accordance with our notice.

The invalidity or unenforceability of any provision of these membership terms shall not affect the validity or enforceability of any other provision of these Terms, which shall remain in full force and effect.  You understand and agree that membership does not grant you the privilege of exclusive or preferred access to any particular physical store location.  You or any other individual may obtain access to and purchase any and all services offered by us at any of our locations without subscribing to a membership.  You understand that your membership only entitles you to the benefits set forth in this section of these Terms.  

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