Policies and Procedures

We have implemented several policies to prioritize your pet's safety and ensure transparency between Mobile Pet Shine and our pet parents. We strive to maintain smooth and efficient business operations and provide a wonderful experience for your pets. Please review the following guidelines before scheduling an appointment:

Appointment Scheduling:

  • Our service area includes the major metro area, from 120th down to Castle Rock and from Golden all the way over to Aurora.

  • We are open 7 days a week, 7am to 6pm. We are closed on all Federal Holidays.

  • We strongly encourage clients to set up recurring appointments. Otherwise, there may be a waitlist of 4-12 weeks for appointments, particularly during the holiday season when demand is high.

  • If you would like an appointment on a specific date, but we are fully booked, we do offer a waitlist. Please let us know if you'd like to be added, and we will contact you in the event of a cancellation.

Appointment Communication:

  • After an appointment is booked, pet parents will receive a text to confirm. We send a second text with links to our Service Agreement and Cancellation Policies.

  • We then send a reminder 3 days prior to your appointment and also the day before to confirm again.

  • On the day of your appointment, your groomer will text you through our scheduling system to let you know they are on their way, and you can communicate with them directly that way.

  • Due to the nature of our work, which involves hands-on care for pets and traveling between appointments, texting with existing clients is the most efficient mode of communication. We aim to respond to texts as quickly as we can.

    Pricing and Payment:

  • Pricing varies depending on your dog's breed, coat condition, behavior, health, and required products and services.

  • Clients understand that pricing is subject to change due to factors like inflation and adjustments to the grooming schedule, mental state, medical condition, or coat condition of your pet. We will always inform clients of any price changes before the grooming appointment begins.

  • We accept Cash, Checks, or Credit Cards as forms of payment.

  • To secure your appointment we do require a valid credit card to be on file, even if you will be paying by a different method.

  • Payment is due in full on the day of service.

  • While tips are not required, they are greatly appreciated.

  • We can provide an invoice if needed via email.

No Shows, Last Minute Cancellations and Tardiness:

  • If you need to reschedule or cancel an appointment, please notify us at least 48 hours in advance.

  • If you cancel your appointment anytime before the 48-hour timeframe, we do have a $25 cancellation fee.

  • For cancellations with less than 48 hours' notice or in case of a no-show, a fee of 50% of your appointment cost may be applied.
    (A no-show occurs if we arrive within the one-hour window and you are not home within 15 minutes.)

Van Operation:
Our vans are fully equipped to complete a full groom without the use of your power or water, but occasionally we may reach out to you for special circumstances to make sure we can provide the best services for your pets. We ask that you allow us that courtesy when available and let us know at the time of booking your appointment if this is not an option for us. If you are unable to provide a place for us to plug in, we will still be able to complete your appointment.

When WE Reschedule:
There might be times when we will need to reschedule your appointment to another day or time. This only occurs when we have van maintenance, inclement weather that is not safe for us to be operating in, or if a groomer becomes ill or has a family emergency. We are aware that this can create an inconvenience in your life and ask that you allow us the opportunity to make it right for you.

Canine Handling:
We will ONLY use a slip lead and grooming loop to walk, control, and secure your dog.

We will NOT use your dog’s leash, collar, or harness as these tools are not always secure or appropriate for controlling a dog. This is state law.
Muzzles may be used if necessary as a safety precaution for both dog and groomer. We do our best not to use muzzles, but if we feel it is necessary there may be an extra fee of $40.

Owner Interruptions:
One of the reasons for one on one mobile grooming experience is to have a focused session for your pet and the groomer. For insurance and safety reasons, owners are not permitted inside of the van. In order for us to provide your pet with a safe and positive experience, it is imperative that our work is not interfered with. There is no need for owners to be involved or assist in the grooming process. This is especially pertinent if your pet is acting up, being stubborn, or struggling with confidence while in our care. In order for us to help your pet work through their fear and keep them safe, we need their full attention on us. Codling your pet, giving them treats, and distracting them when they are anxious will only reinforce and reward their unwanted behavior. It can also give them confusing mixed signals about what they are being asked to do. A calm and quiet environment is what creates a peaceful and quiet pet. We kindly ask that you remain inside your house and out of your pet’s range of sight and hearing for the entire grooming process. This includes coming outside to talk to the groomer or to "check on" your pet. If a pet sees or hears their owner, they can become highly excitable, anxious, and uncooperative. A pet that is acting up in an environment with sharp tools can lead to pets getting hurt, people getting hurt, and broken equipment. This makes the grooming process nearly impossible to continue in a safe and timely manner. If you would like real-time updates on how your pet is doing in the van, we are happy to send photos and videos. If you insist on interrupting or creating distractions during your pet's appointment, we will stop the grooming process, even if we are not finished, and you will be charged for the full service.

Matted Dogs:
Added fees for mat removal: When we arrive at your appointment, we will conduct an initial evaluation of your pet's coat condition before grooming. If we find that they have mats that need to be shaved off, we will advise you of our intentions to shave the hair before going forward. You will then have the option to refuse service, however the 50% cancellation fee for time and travel will apply. If you accept the appointment, you will be charged an additional $2 per minute of mat removal, with a minimum of $30. If we conclude that dematting your pet will knowingly cause duress, pain, extensive time, or injury to your pet, we will do a start-over groom, which may involve shaving the coat.

After effects of mat removal:
Despite it being the most humane option, and no matter how careful and experienced your groomer is, shaving out mats can pose inherent safety risks. Because pets with mats are already in pain, they do not want to be touched. So they are rarely compliant in standing still while sharp objects are being used around them. It is rare, however accidents can happen. After-effects of mat removal can include itchiness, redness, self-inflicted irritations, abrasions, hematomas, or failure of hair to regrow. Removing the mats can also expose bruises, infections, and wounds that were caused by the mats themselves. In some cases, pets may also exhibit brief behavioral changes after mats have been shaved out. Owners are responsible for any veterinary care caused by the mats themselves and/or from mat removal. For additional information regarding what mats are, how they form, the dangers they pose to your pet's health, and how to prevent them, please reference this article.

Parasite & Pathogen Protocols:
To ensure the safety and health of all of our clients and us, we strive to be a parasite and pathogen-free environment. If your pet has any external or internal parasites such as fleas, ticks, lice, mange mites, or worms, please notify us so we can take the proper precautions to prevent their spread.

As required by law, your pet must be current with the rabies vaccination, as stated in our service agreement, which all pet parents sign prior to the appointment being confirmed. Though state law does not require DHPP and Bordetella prevention, we strongly recommend your pet be up to date with health and safety measures.

Pet Behavior and Medical Disclaimers:
Aggressive Pets: Please notify us before your pet's appointment if they have a history of being turned away from another groomer for out-of-control or aggressive behavior, or if they have ever shown signs of aggression such as growling, scratching, snarling, or biting. The terms "nipping, snapping, or being mouthy" are still defined as biting. Letting us know ahead of your pet's appointment, helps us prepare and adjust our methods to prevent accidents from happening. If you withhold this information and your pet does bite us as a result, you will be held liable. If we sustain a bite or injury, especially to our hands or arms, it can be career-ending for us. We do not accept pets that exhibit idiopathic aggression (sudden and severe outbursts with little to no warning or reason). We recommend pets with idiopathic aggression be groomed under anesthesia by a licensed veterinarian.

Pets with Anxiety/Lack of Training/Other Behavior Problems :
Please notify us before your pet's appointment if they have any behavior problems. Examples include; anxiety when left on their own or in a new/unfamiliar environment, fear of loud noises, fear of water, alligator rolling when being lead on a leash/having something around their neck, or screaming and thrashing when certain areas of their body are touched (such as their feet or rear end). If a pet has not already been trained to be calm, comfortable, and cooperative, they may not be able to handle the grooming process yet. They may not initially understand it and will find the tools, process, and sensations difficult, frightening, overwhelming, or even threatening. Behavior problems are safety problems. If an unpredictable or out-of-control pet is placed in an environment with sharp tools, it can lead to them getting hurt, people getting hurt, and broken equipment. Injuries that misbehaving pets could inflict upon themselves include; cuts and scrapes from slamming into clippers or shears, quicked nails from thrashing around during nail clipping, blown out blood vessels in the eyes, or tracheal injuries from straining against the grooming loop, joint sprains from violently jumping around, or damage to their mouths from biting at brushes, clippers or shears. We do not want any of these things to happen to your pet. Therefore we will not force them to endure anything past their limitations. Sometimes that means not completing the full grooming service. The first handful of appointments may have to be devoted to addressing their behavior issues - teaching them to trust us, the techniques, tools, and stimuli of grooming - before they can be ready to have a complete groom. This ensures that every grooming appointment going forward, for the rest of their life, can be safe and complete. We would love to provide each pet with a complete groom, however, ensuring they are safe and set up for success needs to happen first. Otherwise, forcing pets beyond what they can handle does not help them feel comfortable for their next appointment. It will instead make their behavior problems significantly worse and unsafe. It's better to have a few unfinished grooming appointments, than an injured or traumatized pet.

There are no "quick fixes" for behavior problems. It takes time, patience, training repetition, and reassurance. Owners also need to work with their pets at home by rewarding calm behavior, teaching self-control, and positively exposing them to a large variety of stimuli (such as loud noises, different people, textures, being touched all over their body with different objects, experiencing fun situations and environments outside their home, etc.). This will not only help pets with their grooming appointments, but with their vet appointments, medical emergencies, behavior around others, and life in general. Allowing pets to just live in fear and anxiety of the world will only make them more uncomfortable and mistrusting of life. But pets that are taught that they do not have to fear the unknown, can control their emotions/reactions and can be patient are pets that will always feel safe, happy, and confident in themselves. Depending on the severity of your pet’s behavior there may be an extra care package added to the appointment.

Geriatric Dogs and Dogs with Health Conditions:
Please notify us before your pet's appointment of any pre-existing health conditions that might make them uncomfortable, risk injury, exacerbate symptoms, or risk death during their grooming process. Such conditions can be and are not limited to; a history of seizures, allergies, respiratory conditions, heart conditions, blindness, deafness, difficulty standing or walking, cancer, active infections, arthritis, matted coat, diabetes, abscesses, incontinence, dietary restrictions, recent surgeries, open wounds, lumps and bumps, hypothyroidism, lupus, leukemia, lymphoma, dementia, bone deformities or diseases, or damaged muscles, ligaments, tendons, or nerves. Older pets especially may require longer appointments so they can have frequent breaks from standing. If your pet's medical condition is too advanced, limiting, or risky, we may have to decline service. Your pet's health and well-being are more important than its vanity. Any grooming that takes place on a pet with a pre-existing health condition is conducted at the owner's risk. In the event of a medical emergency during grooming, clients are to seek medical treatment from the nearest veterinarian and release Mobile Pet Shine from any liability. All medical expenses that may incur during and after grooming - including the pet being matted, senior, having pre-existing conditions, or unforeseeable conditions - will be the sole responsibility of the owner. In the event your pet becomes too stressed, dangerous, or unwell during their grooming appointment, we will cease service and you will be charged for what was done up until that point.

Tranquilizers:
We will not administer any tranquilizers to your pet. Please let us know before grooming if you or your vet has administered any tranquilizers.

Photography:
Clients release authorization to Mobile Pet Shine to take photos of their pet(s) for client files, business website, and social media pages. All photos taken are the property of Mobile Pet Shine. The client's personal information will not be shared or sold.

No Tolerance Disclaimer:
Each and every one of our clients is deeply cherished by us. You are what keeps us doing what we love to do - caring for pets! We work extremely hard to ensure your pet's well-being is at the forefront of every decision we make. Additionally, striving to remedy any mistakes or clear up misconceptions helps us to constantly improve and provide you with exemplary service. If you have a concern, are unsure of the reasoning behind something we are doing, or have a special request, please communicate it to us. Please do it with composure and grace. It costs nothing to be kind. We are always happy to accommodate your needs - as long as they do not sacrifice efficiency, quality, or the safety of either your pet or us. However, let it be known that we have a zero-tolerance policy for rudeness, entitlement, aggressive demands, blatant accusations, bullying, and belittling. We will immediately fire and block a client who feels the need to treat anyone employed with Mobile Pet Shine with less than basic respect. We reserve the right to refuse service to anyone, for any reason, and at any time.

Service Fee:
A 7% service fee will be applied to the appointment for the upkeep and maintenance of our vehicles and equipment.

Liabilities:
Clients understand and agree to release Mobile Pet Shine, its owner, employees, and affiliates from and against any and all liabilities, expenses, damages, and costs, including reasonable attorney fees, resulting from any service provided or injury including death to your pet(s) whether in our care or after our services have been completed.