Customer Service Agreement

  1. Health & Vaccinations
    • Pets must be up-to-date on Rabies, Distemper, Bordetella, and any other required vaccinations. 
    • A 48-hour waiting period after vaccination(s) is required.
  2. Pre-Grooming Conditions Disclosure
    • Client must disclose any pre-existing medical conditions, surgeries, sensitivities, or allergies to avoid aggravating these conditions during grooming.
    • Client must inform TidyDog if their pet(s) have any allergies (food, products, etc.) or special dietary needs to avoid the use of inappropriate treats or grooming products.
    • Client is required to notify TidyDog in advance if their pet has been exposed to contagious illnesses (e.g., kennel cough, Parvo, etc) and may be asked to reschedule.
  3. Senior & Health-Compromised Pets
    • Senior dogs or dogs with medical conditions will be groomed for cleanliness and comfort. 
    • Clients acknowledge the additional risks implicit with senior and/or health compromised pets.
  4. Accidents & Injuries
    • Acknowledge that grooming tools can cause accidental injuries (cuts, nicks, etc.). Clients will be notified of any incidents, and TidyDog may seek veterinary care if necessary at the client’s expense.
    • TidyDog will use reasonable efforts to notify Client in advance for situations requiring veterinary care.
  5. Veterinary Authorization
    • Client authorizes TidyDog to seek veterinary care in the event of an emergency. All costs are the client’s responsibility.
  6. Sedation
    • Sedatives may be administered under veterinary care to dogs exhibiting sufficient anxiety or aggression. Before any sedation is used, TidyDog will contact Client and obtain approval.
  7. Behavioral Issues & Aggressive Animals
    • Clients must inform TidyDog in advance of any history of problematic behavior (e.g., biting, aggression). 
    • Pets displaying aggression may incur a Temperament Charge.
    • Dogs that are not neutered/spayed may incur a Temperament Charge.
    • Aggressive pets may be muzzled or sent home unfinished and all associated fees will apply. 
    • If required by law, extreme aggression or any attack may be reported to authorities.
  8. Matting & Shaving
    • Severely matted pets may require shaving. 
    • Clients acknowledge the risks of matting, including skin damage and irritation. 
    • Additional fees apply for mat removal and/or medicated shampoos, sprays or other products designed to reduce skin damage, infection and irritation.
    • Pets that cannot be safely dematted will be shaved.
  9. Fleas & Ticks
    • Pets with fleas will incur an additional fee for flea treatment.
    • Ticks will be removed at no extra charge unless infested.
  10. Mange & Parasites
    • TidyDog offers sulfur-based baths for treating mange and/or skin parasite-related conditions. These treatments are available only with prior approval and will incur additional fees for products, application and cleanup.
    • TidyDog does not guarantee the effectiveness of these treatments.
    • Client acknowledges that multiple sessions/applications may be required to achieve results. 
    • If you would like this treatment for your pet, please discuss it with us before the grooming session.
  11. Skunk/Odors
    • Skunked or other extremely odorous pets may incur additional fees due to additional specialized processing/treatment, isolated kenneling and post-pet area cleaning.
  12. Grooming Intervals
    • Certain breeds and fur/hair types require regular grooming. TidyDog may recommend specific grooming intervals based on your dog’s breed, coat type, and condition. If these intervals are not followed, additional services and fees may be required to address coat issues resulting from extended periods between grooming.
  13. Comfort & Safety Measures
    • For the safety and comfort of your pet, TidyDog may use items such as a harness/hammock, Happy Hoodie and/or muzzle if the dog exhibits stress or challenges during grooming. These tools are designed to calm your pet and protect both the pet and the groomer. If your pet remains too distressed or agitated, TidyDog reserves the right to pause or stop grooming services.
  14. Cancellation & No-Show Policy
    • 24-hour notice is required for cancellations.
    • Any cancellations/reschedules may be subject to a partial/full cancellation fee at TidyDog’s sole discretion.
    • A fee may apply for cancellations without notice or no-shows.
    • Repeated cancellations/reschedules may result in non-refundable deposits being required for future appointments.
  15. Late Drop-Off & Pickup
    • Late drop-offs may result in rescheduling or additional fees.
  16. Payment Policy
    • Payment is due at pickup. Returned checks will incur a $35 fee.
  17. Photographs/Media Release
    • Clients authorize TidyDog to take and use photos/videos of their pets for records keeping, marketing and/or promotional purposes.
  18. Completeness & Stylistic Adjustments Policy
    • TidyDog prides itself on grooming quality.
    • At time of pickup/checkout, customer shall inspect their pet(s) for any grooming issues or lack of completeness, pet health/coat/etc issues notwithstanding.
    • At time of pickup, TidyDog will perform any necessary steps to complete any grooming elements not present.
    • Within 24 hours of pickup, if Client notices any further grooming errors or issues (pet health/coat/etc issues notwithstanding), TidyDog will schedule a repair appointment. At TidyDog’s sole discretion the repair appointment may include repairing at the Client’s home and/or pickup and drop off services for the pet(s).
    • Clients may request stylistic adjustment(s) at time of pickup. At TidyDog’s sole discretion may choose to perform such stylistic adjustment(s) as requested. At TidyDog’s sole discretion, any stylistic adjustments may incur a charge to be discussed and approved by the Client prior to performance.
  19. Puppy Policy
    • Puppies should begin grooming early (from 8 weeks). This familiarizes them with the process, making future grooming sessions less stressful.
  20. Dematting & Coat Maintenance
    • Regular brushing and grooming every 4-6 weeks are advised to prevent matting. 
    • Clients will be shown proper brushing techniques if needed.
  21. Use of Non-Animal Products
    • TidyDog may use non-animal grooming products (such as products containing coconut oil, oatmeal, aloe vera gel, chamomile tea, apple cider vinegar, baking soda, olive oil and/or cornstarch) to enhance your pet’s grooming experience. If you do not want any of these items used on your pet, please inform us ahead of time.
  22. Client Liability
    • Clients assume all responsibility for their pets’ behavior and any incidents arising from pre-existing conditions. TidyDog will not be liable for issues beyond their control.
  23. Special Grooming Requests
    • Custom haircuts outside of breed-specific styles will be discussed. No guarantees are made beyond the groomer’s understanding of the client’s directions.
  24. Extreme Weather & Health Emergencies
    • Grooming during extreme weather (heat, cold) may be modified for the pet’s safety
    • TidyDog at its sole discretion reserves the right to cancel or change appointments in light of inclement weather.
  25. Leash & Harness Policy
    • All pets must arrive on a leash with a collar or harness, both in safe condition, to ensure safe handling.
    • TidyDog is not responsible for any damage to personal property (e.g., leashes, collars, carriers) brought by the client.
  26. Treats & Food Incentives
    • TidyDog may use treats or other food as an incentive or reward during the grooming process to help create a positive experience for your pet. If you do not want treats or food given to your pet, please inform us prior to the appointment.
  27. Holistic Approach
    • TidyDog prioritizes your pet’s overall well-being by considering factors like environment, lighting, and stress-reducing handling during grooming. This approach helps pets feel as good as they look.
  28. Pickup Policy & Fees
    • Unless prior arrangements are made, if pets are not picked up within 30 minutes of closing time, a $100 Late Pickup fee per pet may apply.
  29. Contagion Control & Infection 
    • TidyDog uses veterinary care industry-standard disinfection products and techniques in areas, surfaces and equipment where dogs travel through and occupy. In addition, air filtration sterilization technology including UV-C generators and activated carbon are also used. These measures are above what are typically found in most dog grooming operations and are designed to greatly reduce the presence and transmission of contagions such as viruses, bacteria, parasites, fungi and spores/mold that can infect and/or injure your pet.
    • In the event of an infection traceable to your pet’s grooming at TidyDog, we will contact you immediately.
  30. Refusal of Service
    • TidyDog reserves the right to refuse service at any time, including the right to stop or cancel grooming services if the pet’s behavior or health poses a safety risk to the pet or staff.
  31. Third Party Providers & Data
    • We use a variety of third-party electronic providers for business operations including but not limited to credit card payment processing, CRM, voice/data and support/help desk ticketing. While these providers are responsible for maintaining their own data security and compliance standards, TidyDog will not be held liable for any data breach, security incident, or related damages arising from the use of these third-party services. Any liabilities or claims related to such incidents will be addressed by the third-party provider in accordance with their respective policies and agreements.
  32. SMS/MMS Policies
    • SMS consent and phone numbers will never be shared with third parties or affiliates under any circumstances. SMS consent is not shared with any third parties or affiliates for marketing purposes.
    • We use SMS text messaging to provide order confirmations, status updates and customer care.
    • You can cancel the SMS service at any time. Just text “STOP” to the short code. After you send the SMS message “STOP” to us, we will send you an SMS message to confirm that you have been unsubscribed. After this, you will no longer receive SMS messages from us. If you want to join again, just sign up as you did the first time and we will start sending SMS messages to you again.
    • If you are experiencing issues with the messaging program you can reply with the keyword HELP for more assistance, or you can get help directly at help@tidydog.pet.
    • Carriers are not liable for delayed or undelivered messages.
    • As always, message and data rates may apply for any messages sent to you from us and to us from you. Message frequency varies. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.
  33. Veterinary & Pet Care Records Authorization
    • Client hereby authorizes TidyDog and its representatives to contact, request, and obtain, from any veterinary practice(s), veterinarian(s), pet care providers, boarding facilities, grooming shops, or similar entities, any and all medical and care records pertaining to their pet(s). This authorization includes, but is not limited to, vaccination histories, treatment records, medical evaluations, prescriptions, and notes on behavior or special conditions. The Client agrees that these records may be used by TidyDog for the purpose of providing appropriate and safe grooming services, determining suitability for certain treatments or handling methods, and ensuring compliance with health and safety standards. This release remains in effect until the Client revokes it in writing.
  34. Updates & Additions
  • At TidyDog’s discretion this Agreement may be amended or updated at any time. The current and in effect Client Service Agreement is available on the TidyDog website or Client may be request a copy via email.