East Coast Dog – Grooming Policy

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

EAST COAST DOG WALKING POLICY

Last updated: May 4, 2026

Last Updated: May 4, 2026

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

• Dogs must remain secure and under control on leash at all times. Dogs who pose a safety risk to themselves or their walker may be removed from services and referred to a certified dog trainer.
• Dogs must remain below their threshold for Fear, Anxiety, and Stress (FAS). Dogs who display escalating signs of fear, anxiety, or stress during walks may be removed from services and referred to a certified dog trainer.
• In the event of an emergency and in your absence, you authorize us to contact your veterinarian and approve any necessary treatment for your pet at your expense.
• Payment is due at the time of service and is processed by credit card only.
• Our dog walkers are not certified trainers, and our services are not intended to modify behaviour. We provide dog walking only.
• Our handlers are experienced in canine body language and safe handling practices. We are happy to support existing training plans developed by a certified trainer, provided clear instructions are communicated to us in advance.

1. Fear Free Policy

We do not use prong collars, choke chains, shock/e-collars, or retractable leashes under any circumstances, as these tools can cause discomfort, injury, or increase stress and reactivity in dogs. We prioritize the use of safe, humane, and Fear Free–aligned equipment and techniques that supports positive handling and minimizes anxiety.

Note: In rare situations where there is an immediate risk to the safety of the dog, handler, or others, brief physical management may be used strictly to regain control and prevent harm.

2. Scheduling variations

You may occasionally notice slight variations in your dog’s pickup time. These changes will be infrequent and typically within 30 minutes of your scheduled pickup time. This small window helps us accommodate scheduling adjustments, route changes, and coverage when team members are off, ensuring we can continue providing reliable and consistent care for every dog.

Please note that your daily reminder emails and texts will always show your accurate pickup time, including any small adjustments. If a change ever exceeds 30 minutes, we’ll notify you separately in advance – though these cases should be rare.

3. Payment Policy

Unless packages are pre-purchased, services are charged daily using the credit card saved on file. By booking with us, you authorize East Coast Dog to process these payments automatically. It is the client’s responsibility to ensure that a valid payment method is kept on file at all times. Accounts with failed or overdue payments may result in a pause or suspension of services until the balance is resolved.

4. Cancellations

• Cancellation of an appointment, by the client, requires 24 hours notice to waive the full appointment fee.
• Late cancellations or missed appointments (e.g., dog not home) will be charged the full appointment fee.
• Repeated last-minute cancellations may result in termination of service.

5. Closures & Vacation Policy

No walks will be offered on the following holidays and company closure dates:

• New Year’s Day
• Good Friday
• Victoria Day
• Natal Day
• Labour Day
• National Day for Truth and Reconciliation
• Thanksgiving Day
• Remembrance Day
• Holiday Break: Dec 25–27

Vacation Holds:

As a recurring weekly client, you may pause services for up to 4 weeks while reserving your scheduled time slot. We ask that all pause requests be submitted at least 48 hours in advance (more notice is always appreciated) to allow for scheduling adjustments. If a hold exceeds 4 weeks, your recurring time slot will be released and may no longer be available upon your return.

6. Dog Behaviour & Liability for Injuries

While we take every reasonable precaution to ensure the safety of all dogs, people, and animals we encounter during our services, East Coast Dog cannot accept responsibility for incidents that arise from a dog’s behaviour while in our care.

By signing this agreement, you acknowledge and accept the following:

Behavioural Disclosure

• You affirm that your dog has no known history of aggression toward people or other animals unless explicitly disclosed in writing to East Coast Dog. You agree to provide updates on any behavioural concerns as they arise.

Unexpected Incidents

• Even with well-trained and well-managed dogs, unexpected events (e.g., sudden loud noises, delivery carts, other animals) may trigger a fear or defensive response. In such cases, if your dog injures another person or animal, you, as the owner, remain legally and financially responsible for any resulting harm.

Dog Bites & Reactive Behaviour

In the event that your dog bites, lunges at, or injures another person, dog, or service provider during a walk or service:

• We may be legally obligated to report the incident to municipal authorities.
• Services will be paused immediately until further evaluation.
• You may be required to provide proof of up-to-date vaccinations (e.g., rabies).
• A professional behaviour assessment and/or training plan may be required before services can resume.

Hold Harmless Agreement

You agree to hold harmless and indemnify East Coast Dog and its staff from any claims, damages, or costs (including legal fees) resulting from injury or damage caused by your dog during the course of services.

7. Emergency Policy

In the event of illness or injury while under our care, East Coast Dog is authorized to seek immediate veterinary attention. All veterinary costs are the owner’s responsibility.