Satisfaction Guarantee Policy
We take pride in every groom and want you to feel the same. If something isn’t quite right, just let us know within 72 hours of your appointment. We’ll schedule a complimentary fix-up to ensure your dog leaves looking exactly how you hoped.
Cancellation & No Show Policy
If you need to cancel your appointment, we kindly ask that you let us know at least 48 hours in advance so we can offer the spot to another dog. Cancellations made within 48 hours will be charged 50% of the scheduled groom.
Missed appointments without notice will be charged the full grooming amount, and prepayment may be required to book future appointments.
These fees help cover the time reserved for your dog and ensure our groomers are fairly compensated when last-minute changes leave a gap in the schedule.
Drop-Off Policy
Before arrival, please ensure your dog has had a potty break. Please arrive on time for your appointment to help us stay on schedule and provide each dog with the attention they deserve. Fees may apply for lateness or early drop-offs (30 minutes or more), and rescheduling may be required if the schedule doesn’t allow time for a late arrival.
Pick-Up Policy
Please pick up your dog promptly once their groom is complete to help us maintain a calm and organized environment. If pick-up is delayed by more than an hour, a $15 late fee may apply.
For pick-ups near closing time or if your dog is the last appointment of the day, a $5 fee per 15 minutes will be added. These fees help cover the extra time and care our team provides to supervise your dog after their appointment.
Vaccination Policy
We’re committed to keeping Tidy Tails a safe, clean, and happy environment for every furry guest! To help us do that, please make sure your dog’s Rabies and Bordetella (kennel cough) vaccinations are up to date.
- Proof of vaccination may be requested at any time.
- Because we’re a free-roam shop, the Bordetella vaccine is required for all dogs.
- If your veterinarian has advised against either vaccination for medical reasons, please let us know. We’ll review the exemption and take extra precautions to keep everyone safe and healthy.
Fleas & Tick Policy
We ask that all dogs arrive free of fleas and ticks to ensure a clean and comfortable environment. If any are found, we’ll contact you immediately to pick up your dog. Fleas discovered during the bath will require a flea and tick shampoo treatment, and an additional fee will apply for the shampoo treatment and shop de-flea/cleanup process.
Pricing Policy
Final grooming costs may vary based on factors such as your dog’s coat type and condition, size and weight, time since their last groom, and any behavioural considerations that affect the grooming process.
Tidy Tails also partners with Independent Groomers who operate their own businesses within our facility. Their rates may differ slightly from the prices listed here, which serve as a general guideline.
For an accurate quote, you’re welcome to call, text, or email us—or bring your furry friend in for an in-person assessment. We’re always happy to help you find the best service for your dog’s needs.
Pet Health & Medical Advice
As professional groomers, we’re happy to share grooming advice and may point out if we notice anything unusual—such as possible ear infections, hot spots, or skin irritation. However, our observations are not medical diagnoses. Only your veterinarian can confirm and treat medical conditions or recommend specific treatments, diets, or medications. We’ll always let you know if we spot something concerning so you can follow up with your vet and keep your dog feeling their best.
De-Matting Policy
If your dog’s coat has light mats or tangles, we’ll gently brush them out as long as they aren’t too matted. For heavier or tight mats, we’ll need to shave the affected areas to prevent discomfort, pain, or skin irritation.
Shave Down for Heavily Matted Coats Policy
At Tidy Tails, we believe in humanity before vanity. When a dog’s coat is heavily matted, brushing or combing can be extremely painful and may cause skin irritation or injury, so the safest and kindest option is often to shave the coat short.
A full matted clip-off has risks because the coat sits tightly against the skin, and the groomer must work very close to the body. This can lead to minor nicks, clipper irritation, redness, or hidden skin issues becoming visible once the mats are removed. Dogs may also experience sensitivity where the coat was pulling, and some may have uneven regrowth.
Independent groomers working in our facility use their own professional judgment when handling matted coats. Your dog’s well-being comes first, every time. If your dog becomes too stressed or the clip-off becomes unsafe, your groomer may pause the groom and discuss appropriate next steps with you, which may include seeking veterinary care.
Safety Policy
Our philosophy is to provide every dog with a safe, gentle, and stress-free grooming experience. We take pride in the patient care we give and will never perform a procedure that causes unnecessary stress or pain. Your pet’s comfort and well-being are always our top priority.
- Medical & Allergy Policy: If your dog has allergies, medical conditions, or past injuries (such as surgeries, warts, moles, hip or joint issues, ear infections, or skin sensitivities), please let us know before the appointment. The more we understand about your dog’s needs, the better we can adjust our approach to keep them comfortable and safe.
- Anxious Dog Policy: If your dog becomes too anxious or reactive during grooming, we may stop the session for their safety and comfort. In some cases, we may recommend calming support, such as prescribed medication from your veterinarian. These medications can help reduce fear and stress, allowing your dog to remain calm enough to be groomed safely. For highly anxious dogs, this extra support often turns a stressful experience into a more positive one, helping them build trust and confidence for future visits.
- Difficult Dog Policy: Safety is important for both pets and groomers. If your dog shows signs of aggression, we may use tools such as a muzzle to keep everyone safe. If grooming cannot be completed safely—even with precautions or calming medications—we may recommend veterinary-assisted grooming or specialized training and conditioning to help your dog adjust to the grooming process.
Independent Groomer Disclaimer
Tidy Tails works with independent contractor groomers who operate their own businesses within our facility. Each groomer carries their own insurance and may have individual policies and practices at their discretion. While we strive to maintain consistent quality, safety standards, and client care across the shop, there may be slight variations between groomers. Rest assured, we partner only with professionals who share our commitment to keeping every dog safe, comfortable, and beautifully groomed.