Policies

Our Policies

Re-Booking Available | Affordable Prices | Free Consultations

Multiple Discounts Available
Affordable Prices
Free Consultations

Waterford: (804) 918-5526 | Bon Air: (804) 267-5685

Rabies

All pets are required to have an updated vaccine to be in the salon.

Pickup and Drop-Off Policy

Drop-Off Policy: We ask that you are on time for your appointments. We understand that things happen and we try to be understanding unless it becomes a repetitive problem.

We ask that if you are going to be late that you call to let us know, failure to call ahead

may result in your appointment being marked as a “no-show”. Being as late as 5 minutes can put a groomer behind significantly for the rest of the day and affect other pets getting finished on time. If you are more than 15 minutes late for an appointment, your appointment will need to be rescheduled for another day (if your groom decides to take your pet there will be a 10$ late fee per pet).

If there is another opening later in the day, your appointment time will be pushed back to that slot and your pet will not be started until that time. If we do not have an opening, you will be asked to reschedule your appointment for another day. Please make sure you update your best contact phone numbers before drop off and notify all pickup person(s) of our policies.

Pickup Policy: As much as we love your pets and your pets love us, they would much

rather be at home and not left in a kennel in a strange place.

We ask anywhere between 2-4 hours for the groom to be completed, and ask that pets are picked up within an hour of the groom’s completion. If you are not able to pick up within an hour of the groom’s completion, please make sure you call the salon to let us know when you will be picking up. Pets that are left for longer than an hour after we’ve sent our automated text message will incur a charge of $10.00 per hour. The last pick-up on any given day is no later than 4:00 pm unless otherwise specified by your groomer.

Your groomer will send you a text or phone call of any changes in a pick-up after 4:00 pm. Clients are responsible for ensuring we have the correct phone number on file for pick-up. If you do not have a cell phone and need a phone call rather than a text message, please make sure you notify our staff so we can notate your account accordingly.

Waterford: (804) 918-5526

Bon Air: (804) 267-5685

Matted Policy

Pets with matted coats require extra attention. There is a greater risk of nicking, scratching, cuts, etc. A matted dog during the grooming process. In addition, the skin may appear red, itchy, and irritated due to the lack of oxygen reaching in and under the mats.

We will not be held responsible for any injury sustained while grooming a matted dog, including any after effects. We recommend your pet stay on a regular 4-8 week grooming schedule with at-home brushing to avoid matting. We will be more than happy to demonstrate effective brushing techniques with a comb and slicker brush for matting prevention at your request.

If the matting is minimal and the pet responds well, we may brush them out. Depending on the severity of the matting, there may be an extra fee ($10-$20). If we do not believe we can safely remove the matts in a timely manner or if we feel your pet is in any pain or distress from the brushing, we will stop immediately. We firmly believe grooming should be an enjoyable experience and will not put your pet through the discomfort of unnecessary de-matting. We will notify you before shaving your pet; however, if permission to shave down or go shorter is denied, your pet will not receive service and must be picked up as is. A fee will be charged dependent on the work that has been completed up to that point, if any.

Flea and Tick Policy

If fleas are found on your pet, it is our policy to give a flea and tick bath at an additional cost of $10 to 25$ (depending on the size of your pet).

We will notify you prior to pick up if possible, but pets with fleas must be bathed immediately to avoid infestation of another pet.

This cost covers the special shampoo, time, and extra cleanup to ensure no fleas or ticks are active in our salon. Flea shampoo will only kill the active fleas on your pet and will not prevent them from jumping back on your pet once they leave the building. If fleas are in the home or pet’s area, you will need to clean the entire space and wash all bedding, etc. to kill the fleas and ensure no re-infestation. If ticks are found on your pet and not attached, we will remove them, however, if attached and we do not feel we can safely remove them, we will refer you to your vet. We highly recommend your pet be on a regular monthly flea and tick preventative. For more information on Flea & Tick Prevention, please ask your groomer or vet.

Health/Medical Problems or Senior Dogs Policy

Grooming procedures can sometimes be especially stressful for senior dogs or dogs with health problems. Because of this, grooming can expose hidden medical problems as well as aggravate current ones, whether it be during or after the groom.

Because senior dogs and dogs with health problems have a greater risk of injury, these dogs will be groomed for cleanliness and comfort as Bows & Bones will not compromise any dog’s health and/or well-being to achieve “the perfect groom”. The pet owner must advise us of any medical, physical, or emotional issues; allergies, sensitivities, or preexisting conditions. These conditions may include, but are not limited to; prior surgeries, hip and/or joint issues, arthritis, warts, moles, ear infections, skin problems, etc.

The owner will also inform us of new conditions as they arise. Bows & Bones will not be responsible for accidents or injuries to elderly or health-compromised pets during their grooming. By signing below, the owner is stating that Bows & Bones has permission to groom their senior dog and has discussed any (past and present) health problems.

Policy for Pregnant Pets and Pets in Heat

Bows & Bones does not groom pets that are in heat, pregnant, or nursing for the safety of your pet.

Aggressive Animals or Behavior Issues Policy

Owners must inform Bows & Bones if their pet bites, has bitten, is aggressive, unpredictable, and/or has any other behavioral issues. If the owner fails to notify us of any potential danger or behavioral issue, you can and will be liable for all medical fees, out-of-work compensation, as well as any and all property damage.

We will make every attempt to groom uncooperative pets, but we may not be able to complete grooming on pets that pose a threat to themselves, other pets, or our groomers. We reserve the right to muzzle any dog for their safety and ours. Some pets do not respond well to

muzzles and can cause further stress, in those instances, we will terminate the groom immediately to avoid self-harm to the pet. Extremely aggressive pets will not be groomed.

If a dog is felt to be exhibiting behavior that is unsafe regarding to itself or the groomer, it may be in the best interest of the pet that the groom be stopped. All bites will be reported to local authorities as required by law.

Bows & Bones has the right to refuse grooming services, stop grooming services, or cancel grooming services at any time before, during, or after grooming and a fee may be charged dependent on work completed up to that point. We reserve the right to charge a special handling fee of up to $10.00, if necessary, for pets who have repetitive behavioral problem.

Express Groom Services Policy

For pets who exhibit behavioral problems, excessive barking, senior dogs, dogs with medical issues, extremely anxious dogs or owners, dogs who don’t like kennels, dog aggressive pets, etc. Your groomer may suggest that you schedule an “express groom” appointment.

Express groom appointments are scheduled Tuesday - Friday in the first slot of the day, so they are the first in and the first out of the day. We require immediate pickup with express groom service, and a fee of $20.00 is charged for this service. This service eliminates the regular 2 - 4 hour estimated wait, and your pet will be the only one being groomed during that time block.

For owners who prefer their dogs aren’t kenneled or want them back quicker than approx. 4 hours, you may also request an express groom appointment. The time it takes for groom completion, however, will still depend on the dog and their cooperation.

Cancellation/No Show Policy

Because we book on an hourly basis and cancellations can leave an empty block in the schedule that could have been used by another customer, we ask that any rescheduling or cancellations be made at least 48 business hours in advance, or a fee of $25 per dog may apply for appointments, this is considered a “no call, no show” All fees are required to be paid before another appointment may be scheduled. We understand that things happen, and we try to be flexible which is why you will only be charged if it becomes repetitive.

Satisfaction Policy

Your satisfaction is important to us! If you are unhappy for any reason and would like something adjusted, we will be happy to make adjustments for you when you pick up your pet from his/her appointment. Once you take your pet home from the appointment, we will only accept return visits for adjustments free of charge 48 hours after your appointment. If you are unhappy with your haircut and it is too short to be adjusted, we may offer a discount on your next groom. Every groomer is different, and no two groomers groom the same, if you are unhappy with the style of your clip, you may ask to try another groomer for your next appointment.