Grooming Policy

 

Thank you for choosing Urban Tails for your pet’s grooming needs.  Our goal is to provide every pet with a safe, low stress, and positive grooming experience while ensuring the highest standards of care. Please read the following policies carefully.

Appointments

  • All appointments must be secured by a credit card on file.  If you do not have a credit card, the service must be prepaid.  The card will only be charged in the event of a late cancellation or no show.
  • Appointments are recommended and can be booked online, by phone or in-store.
  • Please arrive 5 minutes before your scheduled appointment. Pets arriving more than 15 minutes late may need to be rescheduled or receive a modified groom.
  • Grooming completion times are estimates and may vary depending on coat condition, temperament, and salon workload.
  • All puppies must have completed at least 2 out of the 3 boosters for core vaccinations.  This is for the protection of your puppy. Proof of vaccination may be required.
  • Pets showing signs of contagious illness or parasites will not be groomed.

 

Health & Senior Pets

Please inform us of any:

  • Medical conditions
  • Medications
  • Allergies
  • Mobility issues
  • Seizure disorders
  • Vision or hearing impairment
  • Pregnancy;
  • and/orany other relevant condition.

 

Senior pets, or pets with health concerns, will be groomed with extra care.  For their safety, services may be modified or stopped if necessary.

Matted Coats

Heavily matted coats can cause pain, hide skin problems and make grooming unsafe.  If a pets coat is severely matted, de-matting or brushing out the coat may not be possible or humane.  In such cases a shave down may be necessary.  Our groomers will always do what is safest for your pet’s skin and coat.  As such, length of coat cannot be guaranteed. In the event the groomer determines it feasible to de-matt or brush out the coat, which will only be done when it will not cause pain and suffering to the pet, a $1 per minute de-matting fee will apply on top of the regular price of the groom. We do not perform any de-matting on puppies under any circumstances.

Fleas & Parasites

We do not offer any grooming services for pets with fleas or parasites.  We refer all such care to that of a veterinarian.

Behaviour & Safety

The safety of the pets under our care and that of our staff is our highest priority.  If a pet becomes excessively stressed, shows aggressive behaviour, attempts to bite or cannot be safely groomed, we may modify or stop the groom.  In extreme cases we may suggest sedation grooming through your veterinarian.

First Time Grooms

Young puppies and kittens can be scheduled for “First Grooms” which may result in a shorter introductory service designed to create a positive experience rather than a “full groom”.  Keeping grooming sessions positive from day one is a very worthwhile investment for both you and your pet.

Nail Trims

Regular nail care is a must for all pets.  Although every precaution is taken, nail trims can occasionally result in a quick being cut, particularly if the nails are overgrown.  In such cases a clotting product will be applied immediately and our groomer will notify you after the service is complete.  Most dogs require nail trims every 3 to 4 weeks, and more often if nails are overgrown.  We offer Nail Trim Rewards program buy 10 nail trims, get 1 free.  Ask your groomer for more information.

Anal Glands

We do not provide anal gland expression services.  In Manitoba this is considered a medical service that my only be provided by a licensed Veterinarian. 

Ear Cleaning

Our full service grooming packages include ear cleaning and hair plucking, if required. Our groomers do not diagnose or treat ear infections.  If infection is suspected, your groomer will advise you to seek appropriate Veterinary care.

Pick Up Policy

We strive to keep the grooming experience as low stress as possible for the pets under our care.  A big part of that is ensuring they are promptly picked up by their family.  Owners will be notified by text/call 15 minutes prior to their pets grooming services being completed.  Please pick up your pet promptly. Pets remaining beyond 30 mins after notification may be subject to a late pick up fee.

Payment

Payment in full is due upon pick up.

Photography

We are proud of our groomers work and routinely photograph pets for our social media, advertising or educational purposes. Owners who prefer that their pet not be photographed should let us know before the appointment.

Cancellation & No Show Policy

We require 48 hours notice for all cancellations.Missed appointments and late cancellations are subject to a $50 cancellation fee.Habitual no shows or late cancellations may result in the lose of booking privileges.