Here at Starpups your pup’s safety and comfort is important to us. We always advocate for your pup’s comfort above vanity and will make every effort to make your pups grooming experience a great and safe one.
1 Health and Medical Problems
Grooming can occasionally expose hidden medical problems or irritate one you’re already aware of. All veterinary bills will be covered by the pup’s owner upon scheduling an appointment.
Though rare, there is always a risk of accidents when dealing with pups. We exercise extreme caution when working with sharp grooming equipment, accidents can still happen, such as nicks, scratches, cuts, quickening of nails, and more. Pups can be wiggly and unpredictable such is the reason for most accidents. Should an accident occur, you will be notified. If we feel an accident has become an emergency and are unable to reach you at the number, you provide. We will immediately seek veterinary care for your pup. All veterinary bills will be covered by the pup’s owner.
3 Veterinarian Authorization and Emergencies
By scheduling an appointment, you give Starpups authorization to seek medical attention for your pup from the nearest veterinarian in case of any medical emergencies while in our care. All medical costs and expenses are the owner’s responsibility.
All pups must be current on rabies, by scheduling an appointment and signing below you confirm that your pup is properly vaccinated and assume responsibility of risks involved if they’re not actually properly vaccinated.
We strive to be a flea-free facility. If your pup has any fleas, they must be treated BEFORE coming to our facility. If we discover there are fleas on your pup after checking in, they will need to be picked up immediately. We can reschedule the appointment after the problem is resolved. There may be a rescheduling fee (see section 10) for cancellation policy. Rescheduling an appointment on the day of the appointment is considered a cancellation, no matter the reason, and is subject to a charge at the discretion of Starpups and its employees.
6 Dangerous, Aggressive, Noisy Pups and Refusal of Services
In the case that your pup is too stressed, becomes dangerous to groom, or is barking excessively, we have the right to refuse, stop or cancel grooming services, at any time before, during, or after grooming. The client will be charged a grooming fee for what was done up until that point.
We want to be respectful of the businesses next door. They expect a quiet environment to relax and serve their own clients. The landlord will terminate our lease if we disturb the others and the residents that live nearby.
It is the pup owner's responsibility to prepare their pup for the professional grooming environment and service, (one might teach their child to sit still for the stylist and prepare them for the noises and explain why they need not be afraid). (Practice having your pup sit and stay, hold their paws, touch their ears and tail. Use an electric toothbrush around them and a blow dryer etc...)
For ideas on how to prepare your pup for professional grooming call/text 614-695-5556. If we can't be of any help it may be best to seek the advice of a professional dog trainer.
7 Use of Muzzles
Muzzling is safe for your pup and protects both the pup and groomer. muzzling can even be calming for stressed pups allowing the grooming process to proceed. If a pup still seems stressed or dangerous to groom the rules of the above section (6) apply. We use other methods before resorting to muzzling.
8 Interruptions During Grooming Services
The safety of your pup and our groomers is our number one priority. We ask that you don’t interrupt your pup’s groom. If you arrive to pick up your pup and they’re on the grooming table, please DO NOT speak to your pup or let them see you. Please step out of the building for a few moments until the groom is completed. An excited pup is a dangerous pup to groom. If you proceed to distract your pup or the groomer, we have the right to end the grooming session no matter what point we’re at in the groom and the full price will be charged.
9 Matted Coats
Extra attention is required for matted pups. Mats in a pup’s coat can be tight and can damage the skin. Mats can be a hiding place for parasites and infestations. We will not cause undue stress to your pup by attempting to de mat. Mats are very painful to remove and may require your pup to be shaved. The removal of mats can cause nicks, cuts or abrasions due to undetectable skin tags or bumps. Heavy matting can hold moisture including urine near the pup's skin allowing mold, fungus, yeast or bacteria to grow, which cause skin irritations that existed prior to the grooming. After effects from removal of mats can include itchiness, redness, self-inflicted irritations, failure of hair growth, hematoma and even behavioral changes. By scheduling regular grooming appointments, every 6-8 weeks and providing regular grooming care at home you can prevent matting. If your pup needs to be shaved to remove matting you agree to this procedure, and any risks, by scheduling with us. Matting and filth under the mats cause wear and tear on our grooming equipment and requires extra time, additional charges will be added to complete the mat removal process.
It is the pup owner's sole responsibility to maintain their pup's coat between grooms. (You wouldn't stop washing or brushing your hair between appointments with your hair stylist).
10 Cancellations and late drop off/ pickup
10A) Late drop off
Failure to arrive on time may result in having to reschedule appointment and fees up to $2 per minute late.
10B) Late pick up
All pups must be picked up within an hour of receiving a call/text that your pup is done. Failure to pick up on time may result in a late fee of up to $2 per minute late, Unless an agreement has been made between the pup’s owner and Starpups and its employees, the pickup policy is strictly followed.
Cancellations need to be made at least 24 business hours in advance. Failure to cancel before 24 hours may result in a charge and chronic cancellations may result in termination as a client. When cancelling an appointment via text, if you have done so before 24 hours you will receive a text letting you know it has been successfully cancelled. If you do not cancel before 24 hours, you will receive a text saying it is too late to cancel. This is to let you know you will be charged the cancellation fee. If for any reason we’re unable to charge the cancellation or late fee, to your account, you will not be able to schedule a new appointment until the fee is paid in full.
The cancellation fee is $30 for less than 24 hours' notice and if you cancel the day of your appointment, the fee will be the price of the service cancelled.
(Day of service includes Messaging/Calling after hours, meaning we don't get notified until the day of the service)
If you should accidentally cancel your appointment by text or change your mind after sending the (x) to cancel, please text us back immediately at 614-665-0809. If we have left for the day and are unable to receive your call to fix this error, we won't know you're coming in. We're strictly by appointment. If you cancel your appointment, we will not come in during that time slot so unless you text us to say you WILL be in after just cancelling, your appointment will be cancelled.
Though we try to send out reminder texts for all appointments it is your responsibility to remember your appointment. REMINDER TEXTS WILL BE SENT 48HRS BEFORE YOUR APPOINTMENT (as of October 2022) (Until then reminder texts are sent at 24hours before)
CHRONIC CANCELLTIONS OR RESCHEDULING OF APPOINTMENTS, EVEN WITH MORE THAN 24 HOURS NOTICE, MAY RESULT IN YOUR ACCOUNT BEING MADE INACTIVE AND YOU WILL BE UNABLE TO SCHEDULE FUTURE APPOINTMENTS.
11 Interactions and illnesses
Sometimes an interaction can occur between pups, resulting in injury or the spreading of illness to your pup or other pups. Such is the case when taking your pup to a dog park. Some interactions may result in a medical emergency. In the event that your pup needs medical attention you agree to section 3 of this release form and all veterinary bills will be covered by the pup’s owner upon scheduling an appointment with Starpups and signing this contract/agreement.
In Ohio, there is a LEASH LAW. Please have your pup leashed prior to your arrival. We accept dogs that are aggressive toward other dogs. Keeping your pup on a leash and away from others is the best way to keep them safe. We ask that only one family be in the lobby at a time.
12 Photographs and Video
By scheduling an appointment with Starpups you authorize us to take photos and video of your pup for customer file, company use in any form or promotion and are the property of Starpups Grooming and Daycare LLC.
14 Scheduled services policy
When Scheduling an appointment online or by phone you have full advantage of scheduling your pup for their exact needs. Whether we communicate descriptions of services by phone or you view them online, whatever service you select does not guarantee you that service. For example, If you request a bath and brush but your dog is matted, we will have to shave your pup. If such is the case, we may not have time to switch to a full groom and may have to reschedule. You need to be aware of your pup’s coat condition when scheduling, or make us aware that you’re unsure, otherwise you will be charged a cancellation fee because of having to reschedule. If you request a haircut and upon arrival decide to do a bath and tidy up you will be charged half of the difference in price plus the price of the lesser service, We Schedule our pups a specific way to be sure we can take our time with a full groom and safely finish the cut in a timely manner. When you schedule a haircut and switch to a quicker service such as a bath and brush. Bath and tidy up, or in some cases a trim up, this is directly affecting the business by disallowing us to fill the spot appropriately to keep Starpups financed and open for business.
When you schedule an appointment with Starpups you attest to having read Starpups policies and understand the contents. You affirm that you are the rightful legal owner/guardian of the pup(s) for which services are rendered. You authorize approval for future services, permitting Starpups to accept calls, emails or texts to schedule and complete services without additional signed contracts or written authorization. You understand that starpups policies are subject to change with no given notice and is your responsibility to keep up to date with our policy.
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