Policies, because your pet is our priority.
New Client Policy
To join our clientele, new clients must complete the “New Client Intake” form available on our website (www.wpetspaw.com) or pick up a printed version at our store. Please note that we are unable to answer questions in-store due to our busy schedule. Once we review your submission and approve it, you will gain access to our online booking system to schedule an appointment.
Please be aware that our schedule is currently booked 6+ weeks in advance. We require all clients to maintain a regular appointment schedule, ideally every 3 months or less depending on your pet’s breed, coat and lifestyle.
Client Status and Booking Policy
Pets that have not been groomed at our salon in the past 6 months will be classified as new clients. As such, online booking will not be available for them. To proceed, you will need to complete a new “New Client Intake” form, which is available on our website or at our store. Once we review your submission, we will contact you to discuss the next steps.
Pet Suitability and Special Accommodations Policy
At Wenatchee’s Pet Spaw, our primary goal is to provide exceptional care for every pet while ensuring a positive experience for both your pet and our team. To achieve this, we have established specific criteria for the pets we accept into our salon:
Our Policy Includes:
Matting: We cannot accept pets that are more than 30% matted.
Puppies: We do not groom puppies over 8 months old who have not been previously introduced to professional grooming.
Behavioral Concerns: We are unable to accept aggressive or excessively anxious pets.
Senior Pets and Health Issues: We do not groom very senior pets or those with significant health issues.
Outdoor-Only Pets: We cannot accommodate pets that are exclusively outdoors.
Why These Criteria Are in Place: Grooming pets with severe matting, behavioral issues, or significant health concerns can be emotionally and physically challenging for both the pet and our team. These situations can cause significant stress and discomfort for the pet and may affect our ability to provide the high level of care and attention we strive to offer all animals.
The well-being of your pet and the emotional health of our groomers are both critically important to us. By adhering to these criteria, we ensure that we can provide a safe, comfortable, and positive grooming experience for all pets in our care.
Special Accommodations: If your pet does not fit within these criteria and you are unable to find alternative grooming options, please contact us. We may be able to discuss special accommodations that involve additional charges to compensate for the extra care and time required. Please note that we cannot be held liable for any issues arising from these special accommodations.
If you have any questions or need to discuss your pet’s specific needs, please text us for a consultation. We are committed to working with you to find the best solution for your pet while maintaining the high standards of care we are dedicated to providing.
Right to Refuse Service: We reserve the right to refuse service to any client for any reason.
Our Commitment to You and Your Pet
Our goal is to build long-lasting, positive relationships with both you and your pet. Regular grooming is essential for maintaining good grooming etiquette and ensuring a smooth, enjoyable experience for your pet. Pets that are not groomed consistently may become more difficult to handle, face a higher risk of injury, and may not react well to their grooming sessions. To avoid these challenges and ensure a positive experience for everyone involved, especially your pet, we require maintaining a regular grooming schedule.
Health, Safety and Procedures
Vaccination Requirements: Pets must be up to date on their rabies and canine parvovirus vaccinations. Bordetella vaccination is highly recommended. By law, we require proof of vaccinations via picture, paper copy, or email before your appointment. Without this documentation, your pet may not be groomed, and you will incur a cancellation fee.
Potty Breaks: Please ensure your pet has had a potty break before their grooming appointment. We charge $5 to $15 for any potty pick-ups needed during the grooming process. We charge $35+ for rebathing pets.
Comfort and Behavior: Some pets may be uncomfortable or difficult during grooming, particularly with other dogs, nail buffing, or bathing. We strive to always keep your pet comfortable. If a pet becomes overly stressed or aggressive, we will contact you to pick them up. We can reschedule or, depending on the situation, recommend a veterinary grooming.
Flea and Lice Policy: We do not groom pets with fleas or lice due to the extensive treatment required for our salon and lot. Infested pets will receive a flea and tick bath, and a $150 fee will be added to cover the cost of cancelling other appointments and treating the environment.
Pet Safety: For your pet’s safety, they must always be leashed or in a carrier. If you don’t have a leash, please let us know in advance, and we can provide one. Dogs under 25 lbs. may be carried inside if necessary. Please keep your pet leashed at all times while inside.
Noise and Distractions: If you arrive while we are still grooming your pet or another pet, please avoid making loud noises or causing distractions. This helps prevent stress or injury to both the pets and our groomers.
Grooming Satisfaction: If you are dissatisfied with your pet’s grooming, please contact us within 24 hours. We will schedule a follow-up appointment to address any concerns at no additional charge. Please note that refunds are not available. To help us meet your expectations, communicate clearly with your groomer and provide detailed answers to any questions. Providing pictures is also helpful.
Liability and Safety Notice: At Wenatchee’s Pet Spaw, our top priority is to ensure a safe and positive grooming experience for every pet. However, it’s important to understand the inherent risks involved in grooming and our policies regarding liability:
Understanding the Risks: Grooming involves working with sharp equipment and requires handling pets that may be wiggly or anxious. Animals do not always understand what is happening, which can sometimes lead to unexpected movements or reactions. Despite our best efforts to keep pets calm and safe, accidents can occur, such as minor cuts, nicks, or scratches.
Liability Disclaimer: By bringing your pet to our salon, you acknowledge and accept that:
Sharp Equipment: Grooming tools are sharp, and despite our careful handling, there is a risk of minor injuries.
Pet Conditions: Please inform us of any pre-existing conditions, allergies, or sensitivities your pet may have before grooming. Conditions like skin allergies, clipper sensitivity, or behavioral issues can affect the grooming process.
Pet Behavior: Pets may react unpredictably due to stress or discomfort, which can sometimes lead to accidental injuries.
Matting: Severely matted coats may require shaving and can result in skin conditions. We will inform you of any issues discovered during grooming. We are not responsible for conditions related to matting or the results of shaving.
Skin and Coat Changes: We are not liable for changes in skin or coat quality after grooming. Shaving double coats can lead to poor regrowth and other issues.
Stress and Health: Grooming can be stressful and may exacerbate pre-existing medical conditions. We take all possible precautions, but you agree not to hold us responsible for any health issues that arise
No Liability for Injuries: While we take all necessary precautions to prevent injuries, we cannot be held liable for any issues that arise as a result of the grooming process. This includes minor cuts, nicks, scratches, or any other injuries that may occur.
Medical Emergencies: In the event of an emergency, we will seek medical treatment for your pet at a veterinary clinic of our choice. You will be responsible for all associated costs.
Our Commitment: We are committed to using the highest level of care and safety procedures during each grooming session. Our experienced groomers continuously monitor your pet to ensure their comfort and well-being throughout the process.
Communication and Care: If you have any specific concerns or notice any issues after the grooming session, please let us know immediately. We will address them promptly and advise you on the best course of action. Thank you for your understanding and trust in our grooming services. We look forward to providing your pet with the best care possible.
Grooming Services and Policies
Bathing and Shampoo: All pets will receive a bath with a tearless facial and a custom shampoo and crème rinse tailored to their needs. You may provide any vet-prescribed medicated shampoos if necessary and our “accommodation fee” will apply. Anal gland expression and ear plucking are available upon request.
Drying Time: Drying time varies based on how well your pet handles the dryers. We aim to complete grooming within a two-to-three-hour window, depending on the size of your pet and the number of pets scheduled.
Ear Care: We will clean your pet’s ears with an ear cleaner. If an ear infection is detected, we will inform you so you can consult your veterinarian. Ear hair removal will be done based on your preference and your vet’s advice. We are not responsible for any infections or ear hematomas resulting from ear hair plucking.
Nail Trimming: All pets will have their nails trimmed and dremeled during each grooming session. We strive to trim nails as short as possible without causing discomfort. If your pet shows aggression, we may need to use a muzzle for their safety. Quicked nails may occur with wiggly pets, and we are not liable for this.
Aggressive Behavior: Inform us of any history of aggression. We may use a muzzle if necessary for safety. Aggressive behavior that results in injury will be reported to authorities, and you will be responsible for any medical costs incurred. If we cannot complete the grooming due to these issues, you will be charged for the services rendered or our cancellation fee.
Matting and Dematting: If matting prevents us from completing your requested grooming, we will discuss alternative options with you. In some cases, starting fresh and establishing a maintenance routine may be best. We will provide advice on grooming frequency, recommended brushes, and coat maintenance. Pets with matting over 15% of their body will incur a dematting fee.
Matting & Compacted Coats Policy
Matting and Health Risks: Matting and compacted coats often result from infrequent grooming and can lead to skin infections, hot spots, severe pain, and other health issues. To prevent further discomfort and potential harm, we may need to shave the matted areas. While we strive to preserve your pet’s coat, extensive matting often necessitates a shave-down to prioritize your pet’s health and comfort.
Additional Charges: A fee of $10 to $60+ will be added to the regular grooming price for matted and compacted coats. Pets that are not groomed regularly or are groomed every four months or more (depending on breed and coat type) typically require additional charges due to the extra time and care needed. We encourage pre-booking appointments to help maintain a healthy coat and minimize matting.
Time and Comfort: Dematting and addressing compacted coats require extra time. We are committed to working carefully and keeping your pet comfortable throughout the grooming process.
Risk of Injury: While we take great care during grooming, there is a risk of cuts, nicks, or burns, especially with difficult mats. Mat burns may also appear after shaving, which is a result of the severity of the matting rather than carelessness. We will inspect your pet upon arrival and during the bath and will notify you of any findings. Should any cuts occur, we will inform you and provide advice on treatment. We are not responsible for injuries related to matting or neglect, and any resulting vet costs are the client’s responsibility.
Risk Assessment: If we determine that dematting poses too much risk to your pet’s health or safety, we may recommend veterinary grooming and charge a cancellation fee.
Crate Policy: For safety reasons, all pets will be kept in a crate while in our care. Pets that need accommodation of no kennel time will incur our “express fee” and/or “accommodation fee”
Puppy Policy: Puppies are welcome after their 2nd round of vaccinations and at least 14 weeks old. Due to their inexperience with grooming, they may only receive a partial trim and bath.
Scheduling and Appointment Policies
Arrival: For the safety of our groomers, our doors may be locked. Please ring the doorbell or text us upon your arrival.
Pick-Up Policy: You will receive a text message approximately 30 minutes before your pet’s grooming is complete. Pets not picked up within 45 minutes after their grooming is finished will incur a $15 care fee for each additional 45-minute interval.
Booking: Appointments can only be scheduled through our online booking system. You can also access booking links via Facebook or Instagram.
Pre-Booking: Due to high demand, we strongly recommend pre-booking your future appointments. You can do this online or immediately after your current appointment before you leave our salon.
Advance Planning: We understand that schedules can be unpredictable. If you need flexibility, please plan your pet’s appointment 2 to 4+ weeks in advance, taking into account holidays, seasons, and weekends.
Tech Assistance: If you are not comfortable with online booking, please leave a voicemail or text us. We will respond as soon as possible, which may take from a few hours to several days, depending on our schedule.
Communication Channels: For the best service, please avoid contacting us through Facebook, Instagram, Snapchat, or other social media platforms as we cannot effectively monitor all channels.
Appointment Reminders: We send email and text reminders as a courtesy. Please confirm your appointment upon receiving the confirmation text. If your appointment is not confirmed by 8 PM the day before, it will be cancelled, and a cancellation fee will apply. Our automated system will then offer the slot to clients on our waitlist on a first-come, first-served basis. Once the spot is filled, it will no longer be available.
Cancellation and Late Fee Policy
Cancellation Fees: If you miss an appointment or cancel/reschedule with less than 24 hours' notice, you will be charged a fee equal to 100% of the service price.
Late Arrivals: Arrivals more than 10 minutes late, may result in rescheduling. For the smooth operation of our schedule, please ensure your pet arrives no later than 10 minutes after the scheduled time. If you anticipate being late, text us so we can make arrangements. If we accept your pet after the 10-minute mark, a $25 late fee will apply. Arrivals more than 30 minutes late will result in a cancellation fee, and we will not be able to accommodate your pet.
Storefront Product/Sales Policy: All sales of services and products in-store are final. We do not offer returns or refunds.
Accepted Payment Methods: We accept cash and debit/credit cards only. For your convenience, we offer contactless payment over the phone using a debit or credit card. Payment is due at the time of service.
Pricing Information: Please refer to our menu for detailed pricing and fees.
Additional Service Charges: At Wenatchee’s Pet Spaw, we pride ourselves on offering a personalized, one-on-one grooming experience in a premium salon environment. To maintain the high standards of care and attention that each pet deserves, we may apply additional charges for certain services. These charges ensure that we can dedicate the necessary time and resources to address your pet’s specific needs.
What May Result in Additional Charges:
Extra Time and Care: If your pet requires extra time due to matting, special handling, or additional grooming tasks, there may be an extra charge to cover the additional time and effort involved.
Special Requests: Any special requests or additional services beyond the standard grooming process may incur extra fees. This includes specific styling requests or additional treatments.
Behavioral Challenges: If your pet exhibits behavioral challenges that require extra handling or special equipment, an additional fee may apply to ensure their safety and comfort.
Why We Apply Additional Charges:
One-on-One Attention: As a high-end, one-on-one grooming salon, we offer a more focused and detailed grooming experience compared to larger, less personalized facilities. Additional charges help us maintain this level of service.
Quality and Safety: Extra charges allow us to invest in the best equipment and training for our groomers, ensuring that your pet receives the highest quality care and attention.
We appreciate your understanding and cooperation. These charges are designed to ensure that every pet receives the exceptional grooming experience they deserve.
Card on File Policy: To ensure a smooth scheduling process and reduce the impact of last-minute cancellations or missed appointments, we require all clients to keep a card on file. This policy helps us manage our appointment schedule effectively and maintain high standards of service.
Why We Require a Card on File:
Preventing Last-Minute Cancellations: Having a card on file allows us to charge for missed or late-cancelled appointments, which helps us cover the costs associated with reserving time for your pet.
Ensuring Commitment: A card on file encourages commitment to scheduled appointments, reducing the number of no-shows and last-minute cancellations.
How It Works:
Secure Storage: Your card information is stored securely and used solely for covering cancellation fees or no-show charges as outlined in our policy.
Prepayment Requirement: For clients with a history of cancellations or no-shows, prepayment for future appointments may be required.
Price Adjustments: Service prices may be adjusted periodically to reflect changes in operating expenses.