The UpScale Tail Pet Grooming Salon in Naperville, IL Award Winning Dog Groomers and Cat Groomers in Naperville, IL

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. If you need to cancel or reschedule your appointment, we require 24-hour notice.

New and Inactive Client Deposits:

We require a nonrefundable deposit for all new and returning/inactive clients. That 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; Cording; HandStripping; 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, 

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. All appointment notifications contain the link to this policies page.

No Show and Same Day Cancellation Policy:

If for any reason you need to cancel, reschedule, or modify your pet’s existing appointment, we require at least a 24-hour notice as we are unable to change grooming services the day of. 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 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).  Beginning January 1, 2023, we will change the way we handle our Same Day Cancellation and No-Show fees. There will be an increase from the current flat fee of $35.00 per pet to 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.

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 according to our guidelines, 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 PolicyWe close at 5 PM. If you leave your pets with us after closing, 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 PolicyIf 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 accept cash, check, all major credit cards, ApplePay and DroidPay.

The UpScale Tail Pet Grooming Salon in Naperville, IL Award Winning Dog Groomers and Cat Groomers in Naperville, IL