CANCELLATIONS: We accept cancellations up to 24 hours in advance. If we are not informed of a cancellation up to 24 hours in advance, you may be required a non-refundable deposit to rebook. The charge will be applied as a credit to your account for future use good for use one year from the date it is applied.

MEDICAL: If your pet has any medical problems (seizures, arthritis, collapsing trachea, etc.), please make us aware of them so that we can take the necessary steps to ensure your pet’s comfort. Sometimes grooming can expose a pre-existing condition. We cannot diagnose such a condition, but may advise you to seek veterinary attention.

PHOTO AND VIDEO: I agree to allow Max & Alayna’s Paws Play’s Grooming to use my pet’s name and any images or videos taken while he/she is in the care of Max & Alayna’s Paws Play Grooming, in any form or format, for use, at any time, in any media, marketing, advertising, illustration, trade, education or promotional materials.

BITING: If your pet has any history of biting, we ask that you notify us before grooming. This will help prevent injury to us and your pet. If your pet has behavioral issues we are happy to work through them with you. If the behavior issues require extra time, we will charge an additional fee. In the event, your pet attempts to or successfully bites the grooming handlers, we reserve the right to use a muzzle to prevent injury.

SAFETY: Our staff has the right to refuse service to any dog should there be a concern with the dog's comfort level or if they pose a safety risk to themselves, other dogs or our handlers. In the event that your animal is too stressed or becomes a risk to itself or our staff to groom we have the
right to refuse grooming services, stop grooming services, or cancel grooming services at any time before or during the grooming process.

PICK-UP POLICY: Owner must pick-up dog within 30 minutes of communication via phone call/voicemail/text message to notify owner that the dog will be ready for pick-up. There will be a $5 fee for every 30 minutes after the hour window, unless discussed prior to the dog’s dropoff. Unfortunately we can’t keep pets that have been classified as noisy longer than their grooming time; There will be a $10 fee for every 30 minutes after communication via phone call/voicemail/text message to notify owner that the dog will be ready for pick-up. We will not be held responsible for anything that happens while your pet is waiting to be picked up.

MATTING AND SHAVE DOWNS: There are extra charges if matting is significant ($15/30 minutes of additional time). If your pet is matted, this is a health crisis. If possible we will demat your pet, but in order to prevent inhumane discomfort and/or pain to your pet, your groomer may feel it necessary to shave down your pet if severely matted. Post-shave effects are temporarily unattractive, unpleasant, and uncomfortable. But your pet will be starting the process to re-gain healthier skin and coat. Shaving a pet often exposes pre-existing skin conditions or sores. Shaving such may cut or irritate the skin. We do not pay vet bills for eye irritations, skin rashes, cuts, skin irritations, repairing broken skin due to scratching, licking, chewing, or pets that shiver/hide. These are common responses to shave downs. While the groomer will employ the greatest care to avoid such events, they can and do occur in shave downs.

PRICING AND PAYMENT: Prices are non-negotiable and must be paid in full at time of pickup. We accept cash & credit card payments. NO CHECKS. Pricing varies for each dog and is determined by breed, size and condition of the dog's coat. Additional charges may also apply due to the dog's temperament and behavior during the grooming session.

PARASITES: We reserve the right to refuse a dog if he or she is flea infested or sick. If your dog becomes ill while in our care, we will isolate him/her, and take care of them until we can contact you to pick him up. If your dog is left and we find they have fleas will bathe and treat for fleas. Your account will be charged.

LEASH GUIDELINE: We follow the leash laws of Cleveland. Every dog arriving or leaving our facility must wear a leash that is six foot or less.

SATISFACTION: Your satisfaction is important. If you are unhappy for any reason, and would like something adjusted, we will be happy to make any adjustments when you pick-up your pet from his/her appointment. Once, however, you take your pet home from the appointment, we will only accept return visits for adjustments 24 hours after your appointment. Any adjustments after will be charged a grooming fee of some kind.

ACCIDENT: Although accidents are very rare, there is a risk when dealing with pets. Grooming equipment are sharp, and although we use extreme caution and care in all situations, possible problems could occur including cuts, nicks, scratches, quicking of nails, etc. In most cases this can happen when a pet is wiggling or moving around. Any incident, no matter how small will be communicated to the pet owner. If necessary, Golden Paws Pet Grooming will transport your pet to a veterinarian. Any veterinary bills resulting from a pet being matted, elderly, aggressive, a difficult temperament or from a preexisting or unforeseeable condition will be the sole responsibility of the owner. Your pet’s safety and comfort is our number one priority. In the event an accident does occur, you will be notified of the accident.