New Pet/Client Applications & Company Policies

At The UpScale Tail, we take pride in working with you and your pet. Our experience for your pet normally lasts between 3.5 to 4 hours. For multiple pet families, extra large breeds, specialty services or pets that have special needs, please be aware that we will need additional time to ensure your pet’s safety and we thank you for your understanding.

We expect pets to be on time for their appointments so we do not fall behind on our daily schedule. We are unable to change grooming services the day off. For example, if the pet is scheduled for a haircut and you would prefer a BBT or vice versa, we will need to know at least 24 hours in advance so we can try to accommodate the change. This is due our employee’s expectation of the commission they will earn from grooming your pet. If your pet is more than 20 minutes late for their appointment, we reserve the right to alter the scheduled service in order for us to keep on schedule with the other clients in our care that day.

Appointment Client Deposits:

We require a nonrefundable deposit for all new and returning/inactive clients (inactive/returning clients defined as clients that we have not seen in the last 12 months). The nonrefundable deposit will be applied to the total balance the day of your pet’s scheduled appointment and you will be responsible to pay the remaining balance the day of the appointment. When scheduling appointments for services that require dedicated time such as Haircuts; Coloring; BBT’s & Rustic Maintenance, we expect to dedicate a specific time. Any changes in appointments must be made prior to your scheduled day and time. We are unable to change the service the day of your appointment. 

The deposit will not be transferred or refunded if, 

• If the pet does not show up for or the appointment or the appointment is canceled the same day of the scheduled appointment.
• If the guardian or owner declines the scheduled service or elects not to leave their pet with us for their scheduled appointment. 
• If there is a discrepancy between pet parents or guardians regarding the pet’s grooming service, the pet has been left in our care and we are unable to start grooming process it in a timely manner due to your disagreement, unfortunately the pet will not be groomed for the day because we have other pets to groom.

Your nonrefundable deposit will be used to pay the stylist that was counting on the commission from grooming your pet. 

Clients will receive appointment notifications at the time appointments are scheduled and a reminder before your appointment. It is their responsibility to check the provided email and/or text message accounts for those notifications and communicate with the guardian dropping off and picking up the pet for those appointments. You can review our appointment policies at anytime found on our website. 

If you are interested in becoming a new client, please visit the main page of our website for further information. 

Missed Appointment Policy:

If the pet/s do not show up, or the appointment is canceled with less than a 24-hour notice, you will pay a fee per pet in order to reschedule their appointment/s.  (Exceptions could be taken into consideration on a case-by-case basis).  For the first offense, our Missed Appointment fees are the base service price for each pet that missed their grooming appointment, minus any add on services you might normally elect. For example, if the pet’s base price is $80.00 and you add on services such as a Deshedding Treatment, Toothbrushing and Nail Filing, you would owe the base price of $80.00. Any other missed appointments will be charged at full price in order to reschedule. 

If your pet/s misses their appointment 3 times, you will be required to prepay in full for all future appointments. If you miss said appointments that you have prepaid for due to your violation of our policies, you will NOT be refunded. If you cancel your appointment within a respectful amount of time, your prepayment will be transferred to your rescheduled appointment. 

Daycare Policy: Although we love having your pets in our care, we do not need to keep them all day long. If they are in our building for more than 5 hours, you will be charged a daycare fee of $10.00 per hour for each pet. Due to our limited space, this MUST be scheduled in advance, and we DO NOT provide daycare during holiday weeks.

Late Pickup Policy: We close once the last pet leaves which is usually before or by 5pm. If you leave your pets with us after 5pm, you will be charged one dollar per minute after the first 15 minutes. If your pet is still with us one hour after close, we reserve the right to leave, and your pet will have to stay at the salon overnight. If your pet stays at the salon overnight, the police department will be notified, and you will be charged $250.00 per pet in addition to your pet’s grooming fees.

Forgotten Pet Policy: If your pet is left with us and no attempt has been made by you to contact us, after 2 days we will consider that abandonment, you relinquish the right to your pet/s, and we reserve the right to responsibly rehome your pet.

Additional requirements:

You, your pet and our employee’s safety and wellness are all very important to us. Please respect our following requirements and call us if you have any questions.

• We ask you to make sure your pet goes potty before coming in our salon.
• In order to minimize the potential of a dangerous situation for both pets and humans, please refrain from using Flexi leashes. Feel free to Google the severity of the dangers these types of leashes pose.
• Not all dogs like one another or understand each other when one is saying BACK OFF. In order to minimize the potential of a dangerous situation for both humans and pets, please refrain from your pet having nose to nose contact with other pets in our lobby. Tangled leashes; scared or over excited pets and guardians that might not be able to read animal behaviors creates a dangerous environment for everyone involved and also becomes dangerously distracting to the pets we are grooming with very sharp equipment.
• If your dog is not disabled, please walk them in and out of the salon on a leash to boost their confidence.
• We will send your pet’s leash/collar back with you, unless someone else is picking up. If you need to leave behind a pet’s gear for someone else picking up, we ask that you make sure you have an id tag on it. There is a bin for these items in our lobby and we are not responsible for any items left behind. 
• It is your responsibility to notify us if you need to make changes to your account; your pet is on a new medicine or changes in medicines (outside of routing care); has had any changes in their medical history or behaviors; if they are undergoing any irregular medical testing; waiting for test results or had a recent surgery. In order for us to provide your pet with the best possible care, comfort and safety, the guardian dropping off the pet will need to provide us with this information and in some cases we will ask you to have your veterinarian provide a release for grooming.
• If you bring in treats for your pet, they have to be grain free, labeled and in a sealed bag.
• If you bring in prescription shampoos or conditioners, they must be pre-labeled. Due to limited space, we are unable to keep them at the salon. 
• If you need to bring your dog in a carrier, put a towel in with your dog just in case they have an accident. Due to limited space, you will have to take the carrier with you once your dog is checked in.
• For their safety, all rabbits, ferrets, guinea pigs & cat nail trims must arrive in their own and individual secure carriers with a towel inside in case of accidents.
• If you have a female pet that is not spayed, that is not a show dog and she is in season/having her period, you must reschedule your appointment. Our reasoning is because it is unsanitary and will cause all of the dogs at the salon for the day to act up and can make for dangerous behavior.

New Client Appointment Requests:

If you are an existing or returning client with a new friend, you are not new to our salon. Please call us and we can further assist you. 

If you or your pet have never been to our salon and would like to request to be on our waiting list, please fill out our application HERE.

Your pet’s are our priority. So we can provide the best possible care for them, we ask that you provide us with as much detail as possible and make sure all of the required (red *’s) fields are completed or the form will not let you submit it.

Once we receive your submission, you will receive a conformation from us during salon hours.

We will review your form submission within 7 to 10 days to see if your pet will be a good fit for our salon and we may call you to clarify a few things.

If we feel your pet will be a good fit in our salon, we will add them to our waiting list and you will receive a notification text from our software. 

You will receive a text notification from our software if we feel your pet is NOT a good fit for our salon. If we do not think your pet would be a good fit in our salon, we are happy to help provide you with additional contacts upon your request. 

The waitlist…

When availability opens up for accepted pets, we will reach out to schedule their appointment and secure the appointment deposit. At the time we make contact, you will have 5 business days to return our contact. If we do not receive your returned contact, we will remove you from our waiting list. 

Please be aware that our waitlist time could be  3 to 12 months out. The duration of time your pet may spend on our waiting list is based upon the quantity and sizes of pets that move away. In an effort to keep our salon calm during your wait time, we appreciate your patience and do not recommend repeatedly calling us to find out your status on the waitlist as this will only bump you down to the bottom of the list. 

 

We accept cash, check, all major credit cards, ApplePay and DroidPay.