Policies

Once scheduled, you will receive an approximate arrival window of one hour. You must be available to bring your pet out to your groomer for the entire  arrival window as well as the duration of the groom in the event your groomer needs to speak to you for any reason. If your groomer is running behind/ahead of schedule, you will be contacted to confirm the new time still works. If we are running ahead and the new time does not work, your original appointment time will be honored. If we are running behind due to unforeseeable circumstances(previous appointment, traffic),  the new time must be accommodated otherwise the appointment may need rescheduled. 

Cancellations/reschedules less than 24 hours before your scheduled appointment time as well as no-shows may result in a 50% of the groom fee being charged. This must be paid in order to reschedule your pet with L.A. Groom. All appointments must be confirmed through the text message reminders that will be sent out 3 days and 1 day prior.  Extenuating circumstances may have the no-show fee waived at L.A. Groom's discretion. For new clients, one no show will result in being removed from L.A. Groom's client list. For current clients, two no show/less than 24 hour cancellations or reschedules may result in being removed.

For your convenience, L.A. Groom will notify you when your groomer is 15 minutes from arrival. As a mobile service being on a tight schedule, L.A. Groom will only wait up to a maximum of 15 minutes from time of arrival for you to bring your pet to the door. After 15 minutes, L.A. Groom reserves the right to leave and the no-show fee will be applied to reschedule if you are a current client as this is considered a no-show.

L.A. Groom may offer latch-key services to repeat clients after their second appointment. This means you do not have to be home in order for your pet to be groomed. Entry ways must be given prior. For nervous pets, L.A. Groom asks for them to be crated and waiting by the door. If they are not caged and your groomer is unable to get them, the no show fee may be applied. For the first two appointments with L.A Groom, you must be available for the entire arrival/appointment window as stated above then latch key services may be offered if it is the right fit for the owner, the groomer, and your pet.

For non latch-key clients, payment will be collected upon completion of the groom before your groomer leaves the premises. If your groomer is unable to finish due to behavior or medical challenges with your pet, partial to full payment will still be collected at L.A. Groom's discretion. Cash, checks and credit cards are accepted and all methods of payment must be collected before the groomer leaves the premises. 

For latch key client's, payment through invoice must be paid by 5 pm the same day as your appointment. If payment is not sent and received by 5 pm, a late fee of $25 every hour will be applied.

Proof of your pet's up-to-date rabies vaccine by a licensed veterinarian or shot clinic is required. This can include a paper copy or electronic. The rabies tag alone will not suffice as paperwork with the date administered and your pet's name is required. You may email these records to our email or through text. These records must also be provided 48 hours before your appointment day or your appointment may be subject to cancellation and the no-show fee may apply. L.A. Groom will not service any pet that has had any vaccines in the last 48 hours as they will not feel well and may put your pet and groomer at risk.

L.A. Groom has the right to refuse services to any pet that is a risk to themselves or their groomer. This may include being too wiggly, too uncooperative, or too aggressive. Elderly pets/pets with severe health limitations/conditions  may be referred out to a vet groomer if we feel it is in your pet's best interest to have a vet on sight during grooming. Your groomer may request your pet be under sedation for future grooming's for any aggressive/uncooperative behavior. 

Due to limited space inside of the van versus a stand alone grooming shop, no pet over 80 pounds will be accepted. 

Charges will be applied for matting depending on the severity. L.A. Groom may not know the severity until we begin the groom which means you may not know the extra charges until the matting is removed. Matting is very painful to the dog's skin and poses a severe risk of creating skin issues. Matte removal is very time consuming and  requires precision to remove safely and comfortably. It is harder on equipment as well.