POLICIES
Cancelations
Cancelations
As a mobile grooming service, we may occasionally experience interruptions or delays due to traffic, weather, construction, or other unforeseen circumstances. In these cases, we reserve the right to reschedule your appointment and will do our best to give you as much notice as possible.
At Lush Pups, we understand that sometimes things come up and you need to change your pup's spa reservation. To ensure that we can accommodate other dogs waiting to get scheduled, we ask that you give us at least a 48-hour heads up if you need to cancel or reschedule. If you're running late or need to change the number of pets being groomed, please let us know as soon as possible.
Cancellations or reschedules within 48 hours, will be subject to a $75 cancellation fee. Same day cancelation is considered a no-show, full price of the services scheduled is due.
If you are late for the check in or check out, you will be given a grace period of 10 minutes. After, you will be charged $2/minute late fee. If you are more than 30 minutes late, your appointment will be considered a no-show and canceled and you will be charged the full price of your service.
No-shows will be charged the full price of the service
Payment & Pricing
When it comes to payment, we accept cash, check, and credit card, Apple pay, Google pay, Venmo and Zelle.
If paying with cash, please make sure to have the correct amount at the time of service, as we do not carry cash for safety reasons. Payment is due on the day of the appointment.
Vaccinations
We ask that your pup is up-to-date on vaccinations and free of any illness or parasitic infections. If your dog is showing signs of illness, please reschedule your appointment. It is required by law that dogs are up-to-date with their Rabies vaccine. Additionally, we require that at least 24 hours has passed since your dog has received any vaccines or boosters, due to potential side-effects. Proof of vaccination will be required to confirm the reservation.
Behavior
We ask you to be transparent about your dog's behavior and any concerns you may have about the grooming process. We have experience working with nervous and shy dogs, and understand that dogs need time to adjust. However, if your pup's behavior impedes grooming progress or creates an unsafe situation for the dog or the groomer, we may have to end the grooming session and return your pup to you. The payment for services scheduled is still due in these cases.
Coat Condition
Matted coat
In case of matted coat, the de-matting procedure has to take place before a bath, to avoid any matted parts getting even tighter and closer to the skin when the coat is wet.
Matted coat is common for Poodles, Doodles, Poodle mixes, Shih Tzus, Bichons, Havanese, Maltese, water dog breeds, mixed breeds and others. We usually recommend a grooming frequency of 4-6 weeks for dogs that require haircuts, which varies depending on how fast their coat grows, the type of coat (wiry/curly/double coat), and dog's lifestyle. Pups that are active might need to get groomed more frequently to keep their coat in a good state and free of matts.
De-matting charges depend on the extra time it takes:
10 mins - $30
20 mins - $60
30 mins - $90
We reserve the right to refuse grooming a dog that is severely matted as we would recommend it being done by a veterinarian, since skin conditions (bruising, hematomas, irritation, etc) are likely and might need to be addressed once the mats are removed.
Getting coat trimmed and matts removed might require a very short haircut. Removing of the matted coat is necessary to give dogs a fresh start, but can expose pre-existing skin conditions caused by matting that were not visible.
Compacted coat
Compacted coat is common for breeds like Golden Retrievers, Samoyeds, Great Pyrenees, Australian Shepherds, Huskies, Pomeranians, Bernese Mountain Dog and others including mixed breeds that tend to go through heavy shedding.
Double coated dogs that have compacted coat, in addition to possible de-matting any areas, might require a de-shedding treatment added to their grooming service.
De-shedding charges depend on the time it takes
small (20 mins) - $40
large (30 mins) - $60
De-shedding treatment is often required for double coated breeds, as the use of special product and de-shedding tools helps work through the compacted areas that are tight, to save the undercoat instead of getting parts cut out or shaved.
Curly coated breeds
Poodles, Doodles, and Poodle mixes as well as breeds with similar coat texture get groomed a 15% curly coat charge for their service.
This is due to a high maintenance of their coat, and the extra time and work needed to brush, wash, and dry the coat that is longer.
Lush Pups that are on a recurrent schedule with us and come in at least every 6 weeks not matted, get this fee waived.
Holiday Schedule
When possible we will do our best to accommodate holiday bookings. Christmas day, Christmas eve, Thanksgiving day and the day after Thanksgiving are subject to an additional 50% holiday fee. The rest of the holidays are subject to an additional 30% holiday fee: Memorial Day, Juneteenth, Independence day, Labor Day, Indigenous people day (Columbus day) and Veteran's day.
Satisfaction
At Lush Pups, our goal is to ensure that both you and your pup are happy with the grooming experience. If you have any issues or concerns, please don't hesitate to reach out before or after the groom so we can make any necessary adjustments, if possible.
Photos & Media
We may take photographs or videos of your dog for sharing with you, and on our social media platforms to use for publicity, training, advertising, and other web and print content.