Policies & Procedures

Policies

Drop Off

I give a 10 minute grace period at the beginning of your scheduled appointment time for drop off. (Example, your appointment is at 9am, you can drop off until 9:10am). I will send a text checking in 5 minutes past your start time, and a reschedule request after the 10 minute grace window.

IF YOU ARE RUNNING BEHIND, please call or text. I can be very accommodating with proper communication. I schedule the day to limit dog stress, proper work flow, and with my clients time in mind; please be mindful of this when arriving behind to your appointment. The later a dog is dropped off, the later their groom will be completed.

Pick Up

I strive to provide a low stress environment for every client that comes into the salon. I found the best way to achieve this is to provide capacity for 1-2 dogs at a time. I schedule the day accordingly to accommodate as many pets as I can while staying at low capacity. In order to maintain proper work flow I ask that you pick up your dog promptly after their groom is completed.

Please try to pick them up within the hour of receiving your 30 minute heads up text ( ex. If you receive the text at 10:30am, have them picked up by 11:30am.) Depending on your dog’s size and coat, it can take between 1-3 hours to complete your service. If you need me to hold your dog for longer than one hour, please let me know as far IN ADVANCE as possible.

Cancellations

The universe can be a little crazy, and life happens. I ask that you give me 24 hours heads up if you need to cancel and reschedule your appointment. Cancelling within 24 hours results in a $20 fee. First time is waived, after that it is required before rescheduling. If you’ve never seen me for a service and got a final price, no charge is due. After two cancellations prior to servicing will result in being referred out.

PLEASE please please avoid no call no shows. They are documented on your client card. After 2 no shows you will be referred out to another local groomer.

Matting

It comes HIGHLY recommended that all dog breeds be groomed every 4-6 weeks. Some haircuts/ coat types may require more frequent maintenance.

More than 8 weeks between grooming appointments may result in higher cost AND shaving (matted) due to going PAST the recommended grooming schedule.

Matting can happen to any dog that has hair long enough to mat. Most longer haired dogs require brushing at least 3x a week to maintain a healthy mat free coat. Some localized matting (ie only on ears or tail, spot matting in legs or face) is able to be worked out with thinning shears, dematting rakes, combs, slicker brushes, and detangling spray.. however some matting is much too severe.

Matting that covers the majority of the dog, will result in a much lower haircut. How short I may have to go is depending on how tight/ close to the skin the matting is.

Vaccinations

For your pets safety and mine, I do require rabies vaccination be up to date and strongly encourage bordatella (kennel cough) vaccine as well. I do use veterinary grade disinfectant and try to keep no more than 2 dogs in the salon at to limit illnesses. If your dog requires special needs please let me know AHEAD of drop off at time of scheduling.

Health & Behavioral

As another precaution I ask that you inform me of any medical conditions, medical concerns, and medications at drop off to properly know how to handle your dogs needs. Let’s be honest, we all get cranky when we don’t feel good so can’t we blame them. The more information I have the more prepared I can be in case of emergency.

You will be turned away if your dog is actively contagious with an illness, an open wound, or diarrhea.

Every dog comes with unique personalities and different temperaments. If your dog is showing signs of aggression (excessive growling / snarling, more than 2 attempts of biting, and biting resulting in skin contact) may result in the groom being called for the day for reassessment.

Such behavior may require safety tools such as a groomers helper, e-cones, and muzzles being implicated. I limit the use of muzzles as they are the most restrictive to breathing to less than 20 minutes in total on your pet.

Other things that may happen during your pet’s groom that would result in it being called for reassessment include:

  • -medical emergencies (excessive vomiting, passing out, seizures, heart attacks, injury, unresponsive)

  • -showing more than 2 signs of critical stress (excessive urinating/defecation, distended abdomen, unregulated breathing, sudden inability to stand, gator rolling and trying to escape equipment to point to self harm)

  • -severe inclement weather during appointment that are causing severe stress (thunder/ lighting storms/ hail)

If your pet’s service is called for behavior / safety concerns, you will be charged for the amount of the service completed. Example, if you are scheduled for a full groom and bath but only a bath is completed, you will only be charged for a bath. If your dog is injured by a groomer, the groom cost is null in void.

If at drop off your dog is showing signs of medical or behavioral concern unbeknownst to owner/drop off person resulting in the groom being rescheduled, there will not be charged a fee.

In the VERY RARE case your dog passes in my care, you will be called and CPR will be immediately administered until you arrive. There is an emergency vet a 15 minute drive from the salon. You will not be charged for any services provided. If I am able to and you want, I will accompany you to the emergency vet.

Payment & Refunds

I accept cash, card, check, and Venmo.

Checks made out to Lorelei Lent.

I want to assure every client is a satisfied one. If you are unhappy with your groom, I will fix the groom free of charge within 5 days following your appointment. Any fixes between 5-14 days will result in a $15 bath fee, as I have to charge for any water usage by TN state law. If it has been after the 14 days I will refund. Two refunds will result in referral to another groomer who might be a better fit.

Wavier

General Grooming Information:

Extra care will be taken when preforming grooming procedures, however, the Owner (“You”) must understand possible reactions such as stress, skin irritation, possible nicks to the skin or a toenail quick may occur. Grooming can also expose a hidden medical problem or aggravate a current one. Moles/Skin Lesions/Tumors/Other Irregularities: Because these skin irregularities may protrude from the skin, they are vulnerable to nicks or cuts during the grooming process. Long/sharp dewclaws are sharp and dangerous to staff and other animals and risk getting caught in kennel flooring causing injury. You understand that Senior Pets (age 7+) may have a greater chance of injury.

Emergencies:

In case of an emergency, we would like your permission to obtain immediate veterinarian treatment, at your expense, should it become necessary. If your dog's veterinarian is not readily accessible, Disco Dogs Pet Spa is authorized to use a veterinarian of its choice. Disco Dogs Pet Spa will not be responsible for any conditions or problems discovered during grooming. Should veterinary care be necessary as a result of any services rendered by Disco Dogs Pet Spa, we must be notified within 48 hours of such care. Reimbursement for such care will be at the sole discretion of Disco Dogs Pet Spa.

Matting:

Dogs with severely matted coats require extra attention. Disco Dogs Pet Spa will not cause serious or undue stress to pets by de-matting. If a dog is severely tangled and/or matted, it poses a greater risk of injury, stress and trauma. Heavy matting can trap moisture and urine near the pet’s skin, allowing mold, fungus and bacteria to grow and/or reveal skin irritations that existed prior to the grooming process. While all precautions are taken, removing a heavily matted coat can cause nicks, cuts or abrasions. Aftereffects of mat removal can include itchiness, redness, self-inflicted irritations or abrasions and – in extreme cases - failure of hair to regrow. In some cases, pets may also exhibit brief behavioral changes.

Double Coats:

Disco Dogs Pet Spa does not recommend shaving down double-coated dogs unless you deem it absolutely necessary to their health and wellbeing. Some complications that can occur include: The coat not growing back in the same texture and/or color prior to shaving; bald patches; hyper pigmentation of the skin; darkening of the skin where the coat has not grown back; loss of guard coat (the top layer of the coat); coarse re-growth of hair in different directions; exposure to the elements (sun/heat damage or stroke and cold weather); exposure to bug bites; reduced protection to scratching etc. Knowing that any and all of the above conditions can occur, you authorize your groomer to shave down your pet and agree not to hold Disco Dogs Pet Spa responsible for any complications described above which might result.

Aggression:

You MUST inform Disco Dogs Pet Spa if your pet bites, has bitten or is aggressive to people, other pets or specific grooming procedures. Muzzles may be used if necessary. Muzzling will not harm your pet and protects both the pet and the groomer. Disco Dogs Pet Spa reserves the right to refuse/stop services for such pet(s) at any time before, during or after the grooming process should your pet exhibit aggressive behavior. You understand you are liable for any medical care expenses and damages that result from injuries to groomers, staff and other animals caused by your pet.

Fleas/Ticks/Lice:

Parasites are a health hazard to your pet as well as to humans. If fleas, ticks or lice are found on your pet during the grooming process, your pet will be treated with a flea and tick shampoo to kill the parasites and you will be charged an additional fee. Any ticks found will be removed and we strongly encourage you to have your pet tested for Lyme Disease. If lice are found, we will advise you to take your pet to the veterinarian and grooming services will cease immediately as a safeguard against their spread. A $15 flea/tick/lice charge will apply.

No-Shows/Tardiness:

We require notification of any cancellation before end of business day prior to your appointment (24 hours preferred). No-shows and last-minute cancellations may result in prepayment being required for any future visit. We understand that emergency situations arise and will work with you on a case-by-case (but not on a patterned) basis. Please be respectful of your groomer’s time as we are a by- appointment business and another client could have taken your appointment had we known. If you are more than 15 minutes late you risk losing your appointment without notice due to groomer time constraints. A $20 cancellation/no-show fee may be applied at the discretion of Disco Dogs Pet Spa. Repeated No Shows will result in being referred to another local groomer.