Pawtastic Spa’s Policies

Cancellation and Rescheduling Policy

We value the time and care we dedicate to each grooming appointment and want to ensure that we can provide the best service to all our clients and their pets. To help us maintain a smooth schedule and ensure the well-being of your pets, please take note of our cancellation and rescheduling policies:

  • Cancellations made 4 or more days in advance: You can cancel or reschedule your appointment at no charge. We appreciate as much notice as possible to accommodate other clients.

  • Cancellations or rescheduling within 72 hours of the appointment: A $50 rescheduling fee will be applied. This helps cover the time we set aside for your pet’s grooming appointment.

  • Cancellations or rescheduling within 48 hours of the appointment: A 50% service charge will apply. We understand that emergencies happen, but at this point, we’ve already set time aside for your pet, and the service charge helps us account for the time lost.

  • Cancellations or no-shows within 24 hours of the appointment: If you cancel your appointment within 24 hours or do not show up, you will be charged the full service amount for your grooming session. This charge covers the lost time and resources we’ve allocated to your pet.

We kindly ask that you notify us as soon as possible if you need to cancel or reschedule your appointment. This allows us to offer the time slot to another client in need.

Matting Policy

At Pawtastic Spa and Resort, we prioritize your pet’s comfort and well-being. Matting can occur when a pet’s coat becomes tangled or knotted. It's important to address matting to avoid discomfort or skin issues for your pet. Please review the following guidelines regarding matting:

  • What is Matting?
    Matting occurs when a pet’s hair becomes tangled and knotted. This can happen due to insufficient grooming or regular brushing. Matting can cause discomfort for your pet and may lead to skin irritation if not properly addressed.

  • Assessment of Matting:
    During your pet’s grooming session, our team will assess the coat for any signs of matting. If matting is found, we will notify you and discuss the best course of action.

  • Shave-Downs for Severe Matting:
    If the matting is severe and cannot be safely brushed out, we may recommend a shave-down. This will help prevent discomfort, skin irritation, or further coat damage. We will consult with you before proceeding.

  • Additional Charges:
    If your pet’s coat is severely matted and extra time is needed to address the matting, additional charges will apply. The cost depends on the severity of the matting and the time required for grooming.

  • Prevention of Matting:
    Regular grooming and brushing at home can help prevent matting. We recommend brushing your pet’s coat at least every few days to reduce the risk of tangling.

  • Liability:
    Pawtastic Spa and Resort is not responsible for any skin irritation or injury that may occur during the grooming process, especially when dealing with severe matting. Our groomers will handle your pet with the utmost care, but matting can cause discomfort or skin issues that may require more intensive care than a regular grooming session.