Policies
Grooming and Services Policies
Cancellation Policy
At Puppy Love, we value our groomers and their dedication to providing excellent service. Our groomers' wages are commission-based, and last-minute cancellations or no-shows not only prevent us from accommodating other customers but also result in income loss for our groomers. To protect our groomers and ensure the smooth operation of our services, we have implemented a strict cancellation policy. Please familiarize yourself with the following guidelines:
At Puppy Love, we value our groomers and their dedication to providing excellent service. Our groomers' wages are commission-based, and last-minute cancellations or no-shows not only prevent us from accommodating other customers but also result in income loss for our groomers. To protect our groomers and ensure the smooth operation of our services, we have implemented a strict cancellation policy. Please familiarize yourself with the following guidelines:
- Changing an appointment the day before (up until the store closes, voicemails after store hours are considered same-day cancellations): $35 fee may apply if we cannot re-book your appointment window.
- Same-day cancellation: 50% of the grooming fee will apply.
- No-shows (no phone call or calling after the appointment has already started): 100% of the full grooming fee will apply.
- If a client fails to cancel or show up for appointments twice within a 12-month period, we will require the client to pay the full cost of the groom upfront to book future appointments. This charge will not be refunded if the client does not adhere to our cancellation policy guidelines.
Please note that changes or cancellations to appointments cannot be made via email or social media. We kindly request that you provide timely notification by calling us directly.
Punctuality
We kindly request that you arrive on time for appointments, as our staffing is scheduled accordingly. There is a grace period of 15 minutes, but if you exceed this time, a late drop-off fee or a late pick-up fee may apply. A no-show fee will be charged for missed appointments or cancellations without 24 hours' notice - even if your appointment was booked within 24 hours. Outstanding charges must be cleared before scheduling future appointments.
Early Drop-Off / Late Pick-Up
We offer early drop-off and late pick-up services at a rate to accommodate your schedule outside our regular operating hours.
We kindly request that you arrive on time for appointments, as our staffing is scheduled accordingly. There is a grace period of 15 minutes, but if you exceed this time, a late drop-off fee or a late pick-up fee may apply. A no-show fee will be charged for missed appointments or cancellations without 24 hours' notice - even if your appointment was booked within 24 hours. Outstanding charges must be cleared before scheduling future appointments.
Early Drop-Off / Late Pick-Up
We offer early drop-off and late pick-up services at a rate to accommodate your schedule outside our regular operating hours.
Vaccinations & Health Status
At Puppy Love, we prioritize your pet's well-being. To ensure the safety of all our guests and staff, we require that your pet be in good health for the 30 days leading up to their stay. If your pet is unwell or has any communicable conditions, we kindly request that they stay home until they have fully recovered. Please inform us of any allergies, intolerance, sensitivities, illnesses, physical conditions, or limitations your pet may have.
Emergencies & Veterinarian Care
In case of an emergency, we will transport your pet to the nearest vet or your preferred vet (if non-life-threatening), based on the information you provide on the registration form. Please note that you, as the owner, will be responsible for all medical and veterinarian costs.
Intact, Neutered or Spayed Animals
While neutering or spaying is not mandatory for attending our daycare facility, we may refuse females in heat and/or overly aggressive intact males.
Behaviour
All dogs at Puppy Love must be non-aggressive. Owners must verify that their dog has not harmed or shown aggression towards any person or other dog. We prioritize the health and safety of all animals, and while play areas are supervised, acts of aggression can occur unexpectedly. In case of unacceptable incidents, Puppy Love reserves the right to separate your pet until your arrival. Owners are liable for any injuries or damages caused by their pets, and Puppy Love may refuse service and permanently expel a pet without explanation.
At Puppy Love, we prioritize your pet's well-being. To ensure the safety of all our guests and staff, we require that your pet be in good health for the 30 days leading up to their stay. If your pet is unwell or has any communicable conditions, we kindly request that they stay home until they have fully recovered. Please inform us of any allergies, intolerance, sensitivities, illnesses, physical conditions, or limitations your pet may have.
Emergencies & Veterinarian Care
In case of an emergency, we will transport your pet to the nearest vet or your preferred vet (if non-life-threatening), based on the information you provide on the registration form. Please note that you, as the owner, will be responsible for all medical and veterinarian costs.
Intact, Neutered or Spayed Animals
While neutering or spaying is not mandatory for attending our daycare facility, we may refuse females in heat and/or overly aggressive intact males.
Behaviour
All dogs at Puppy Love must be non-aggressive. Owners must verify that their dog has not harmed or shown aggression towards any person or other dog. We prioritize the health and safety of all animals, and while play areas are supervised, acts of aggression can occur unexpectedly. In case of unacceptable incidents, Puppy Love reserves the right to separate your pet until your arrival. Owners are liable for any injuries or damages caused by their pets, and Puppy Love may refuse service and permanently expel a pet without explanation.
General Liability Release & Assumption of Risk:
Client acknowledges that grooming involves inherent risks, including but not limited to sharp equipment, slippery surfaces, and unexpected animal movement. Client agrees to release, waive, and hold harmless 5018261 Ontario Ltd. o/a Puppy Love Spa, its owners, and employees from any and all claims, liabilities, losses, or veterinary expenses arising from accidental injury, illness, or loss sustained by the pet during any grooming procedure, save and except for cases of proven gross negligence or intentional misconduct.
Hair Condition
If your pet's coat is matted, we will make every effort to de-mat and brush it. Additional charges, in addition to the base grooming fee, may apply. In severe cases, where matting poses risks to your pet's skin health, we may need to shave down the coat. Please note that minor skin irritation, nicks, and stress may occur during the grooming process, and by proceeding, you release Puppy Love from any liability.
Handling
If your pet requires their owner or a handler during grooming, an additional fee will be added to the base service. Inform us of any behavioural issues, illnesses, injuries, or sensitive areas on your pet's body. Puppy Love reserves the right to refuse service in cases where handling or grooming is exceptionally challenging.
Grooming Fixes
Please notify us within 24 hours of your pet's grooming appointment if you find the haircut uneven or unsatisfactory. Minor touch-ups can only be made within 48 hours of the initial groom; otherwise, additional charges may apply.
Client acknowledges that grooming involves inherent risks, including but not limited to sharp equipment, slippery surfaces, and unexpected animal movement. Client agrees to release, waive, and hold harmless 5018261 Ontario Ltd. o/a Puppy Love Spa, its owners, and employees from any and all claims, liabilities, losses, or veterinary expenses arising from accidental injury, illness, or loss sustained by the pet during any grooming procedure, save and except for cases of proven gross negligence or intentional misconduct.
Hair Condition
If your pet's coat is matted, we will make every effort to de-mat and brush it. Additional charges, in addition to the base grooming fee, may apply. In severe cases, where matting poses risks to your pet's skin health, we may need to shave down the coat. Please note that minor skin irritation, nicks, and stress may occur during the grooming process, and by proceeding, you release Puppy Love from any liability.
Handling
If your pet requires their owner or a handler during grooming, an additional fee will be added to the base service. Inform us of any behavioural issues, illnesses, injuries, or sensitive areas on your pet's body. Puppy Love reserves the right to refuse service in cases where handling or grooming is exceptionally challenging.
Grooming Fixes
Please notify us within 24 hours of your pet's grooming appointment if you find the haircut uneven or unsatisfactory. Minor touch-ups can only be made within 48 hours of the initial groom; otherwise, additional charges may apply.