East Coast Dog – Grooming Policies

Last updated: May 3, 2026

Pets are accepted for grooming only under acknowledgement of the following circumstances…

• The pet is fit and healthy. Grooming which takes place on an elderly or infirm pet will be at the owner’s risk.
• The pet’s rabies and core vaccines are up to date (as required by law) unless the client has presented a letter from a veterinarian exempting their dog from vaccines due to medical reasons.
• In the event of an emergency, in your absence, you authorize us to contact the nearest Veterinarian and authorize the Vet to treat the pet as necessary at your expense.
• Payment is to be made at the time of service. Payment is by debit or credit card only. Our rates are based on the breed and size of the pet, their behaviour, and the duration of the groom. Nail cutting and ear cleaning are part of the Full Service grooms unless the process is too stressful for the pet or too dangerous for the groomer.
• We do not offer anal gland expression, as this should be performed by a licensed veterinarian.
• “De-matting” or complete coat removal can dramatically alter your pet’s appearance.

1. Cancellations & No-Shows

Cancellations:

• Cancellation and rescheduling of an appointment, by the client, requires 24 hours notice to waive the full appointment fee.
• Late cancellations will be charged the full appointment fee.
• Repeated last-minute cancellations may result in termination of service.
• East Coast Dog reserves the right to cancel or reschedule a groom due to a staff illness or other unforeseen circumstance. Every effort will be made to reschedule at a time convenient for the client.

No-Shows:

It is considered a “no-show” when the client is not available at the scheduled appointment time and does not contact the groomer to cancel or reschedule.

• We reserve the right to charge the full appointment fee due to the loss of revenue caused by a “no-show”. Please make every effort to call and cancel or reschedule when possible to avoid such situations.
• We reserve the right to refuse service to clients after no show.

Emergency Circumstances:

• East Coast Dog will remain open and operating, as long as weather conditions are not dangerous.
• In the event of inclement weather, a family emergency or any other uncontrollable circumstance, East Coast Dog has the discretion to waive the fee within the 24 hour period.

3. Maintenance Requirements

We require that clients maintain a consistent grooming schedule. Regular maintenance helps prevent matting, shorten appointment times, and allow us to keep each visit calm, manageable, and as low-stress as possible.

Clients who do not adhere to their recommended schedule, miss appointments regularly, or are consistently late may be removed from our booking system. Accounts inactive for 6 months will be deactivated.

4. Drop-Offs & Pick-Ups

Drop-Offs

• Please arrive on time, but not early. Our doors open at the time of the first appointment. We are not available to check in dogs prior to opening.
• If you are running late, call us to see if we can still accommodate your dog.
• Arrivals 15 minutes or more late may be canceled and are subject to the full appointment fee. If we’re able to still accept your dog, a late fee will apply.

Pick-Ups

• You’ll receive a call or text when your dog is ready.
• Dogs must be picked up within 30 minutes of their completion time. A fee may apply for late pickups.
• If your pet’s appointment is at the end of the day, please ensure you arrive before closing. Late pickups, after closing, are subject to the same fee.

5. Vaccination Requirements

All pets must have the following up-to-date vaccinations during every appointment:

Core vaccines (DA2PP/DAPP/DHPP, etc). This combination vaccine protects against:

• Distemper
• Adenovirus (Hepatitis)
• Parvovirus
• Parainfluenza

Rabies (required for dogs 6+ months)

Alternatively, Clients may present a letter from a veterinarian exempting their dog from vaccines due to medical reasons.

6. Matting & Shave-Downs

Excessive matting causes pain and skin irritation. Dematting will not be performed if it causes your pet stress or pain, especially for puppies under 1 year. Severely matted coats will be shaved or spot-shaved for the pet’s health and comfort.

Please note: Shaving may reveal skin conditions or injuries hidden by mats. We are not liable for any conditions discovered during this process.

7. Anxious, Aggressive, or Reactive Dogs

You must disclose any history of aggression, including biting, growling, or scratching.

• Nipping and snapping are considered biting.
• If information about aggression is withheld, you may be held liable for any resulting injuries.
• If your pet bites during the session, you will be contacted to pick them up.
• For safety, muzzles may be used.

We will always do our best to work with nervous pets using gentle, patient handling, but if a pet poses a danger to itself or others, we may stop the groom and charge for the time spent.

8. Health Conditions & Elderly Pets

Do not bring pets who are ill, contagious, injured, or recovering from a medical condition.

Clients must inform us of any allergies, sensitivities, or health concerns prior to the appointment.

Elderly or frail pets will be groomed with extra care. However, they may require modified or abbreviated grooms to minimize stress. A Special Handling fee may apply.

9. Flea Policy

For the health and safety of all pets in our care, dogs presenting with fleas or flea dirt will not be accepted into the salon. 

• If fleas are discovered at check-in or at any point during the appointment, the service will be stopped and the dog will be sent home immediately.
• A fee equivalent to the time reserved for the appointment will be charged to account for lost booking time and salon disruption.

We recommend ensuring your dog is on a consistent, effective flea prevention program prior to their appointment.

10. Post Groom Touch Ups

We appreciate your understanding that sometimes a few hairs are missed – or maybe your preferences simply become clearer after the groom (which we totally understand!). If you’d like to request any minor touch-ups (such as a neaten-up around the face, feet, or sanitary area), just give us a call or reply directly to the post groom confirmation email WITHIN ONE WEEK of your appointment. We’re happy to offer a complimentary 15–30 minute touch-up to make sure everything is just right.

11. Right to Refuse Service

We reserve the right to:

• Modify or stop a groom if it is in the best interest of the pet
• Refuse service at any time for any reason, including safety concerns