Cancellation/Refund Policy
Cancellations must be made at least 24 hours in advance of the scheduled appointment. Cancellations made within 24 hours of the scheduled appointment will be subject to a rescheduling fee of 50% of the appointment cost. The rescheduling fee must be paid before another appointment is provided to the client. Refunds are granted at the sole discretion of Mobile Spaws management. Groomers do not have the authority to offer discounts or refunds. Canceled memberships will receive a prorated refund at the sole discretion of Luxury Paws TGP management.
Additional Services
In rare cases, our groomers may determine that your pet requires additional services to safely complete the grooming appointment. These services typically include (but are not limited to): dematting, shaving, and flea/tick treatment. (NOTE: Our groomers are highly trained and are expected to complete the service without additional services IF POSSIBLE, maintaining the safety and comfort of your pet). If these services were not included at the time of booking, our groomer will consult with you regarding the necessity of these services and add them to the grooming appointment cost to complete the job. If you refuse the service and our groomers believe they cannot proceed safely, the appointment will be canceled, and you will be responsible for a minimum of 50% of the appointment cost for the time and work the groomer has performed.
Aggressive/Uncooperative Pets
In rare cases, some pets may become aggressive towards our groomers. If your pet becomes aggressive, our groomers have the sole discretion to assess the safety of both the groomer and the pet in continuing the service. In most cases, our groomers may use restraint devices or muzzles if they feel unsafe, but if they are concerned about the safety of themselves or your pet, the grooming appointment will be canceled. In other cases, some pets do not cooperate in entering the grooming trailer/vehicle, hide at the time of service, or simply do not allow the owner to catch them for the service. We expect our clients to have control of their pet or the ability to control their pet when we arrive. If this is not possible or does not occur, the appointment will be considered a cancellation. A 50% fee will apply to all cancellations due to the aforementioned policies.
Appointment Times
Appointment times are given as approximate arrival times. Given the nature of a mobile business, we plan to arrive within one hour (before or after) of the scheduled appointment time. Clients should plan for this in their schedule in case our groomers arrive early or late on any given day. We will always attempt to inform you of any changes in the schedule, but appointment times may be subject to change without prior notice. If a client is not available within the hour before or after the scheduled time, our cancellation policy will apply, and a 50% fee will be charged for the current appointment.
Gated Communities/HOAs
Please note that all clients are responsible for complying with their community or HOA regulations. If we are scheduled to come at a time when the community or HOA does not allow outside contractors and/or we are denied access, we will consider this a same-day cancellation and apply a 50% charge for the appointment. Please contact us at sales@luxurypawstgp.com or reach out via WhatsApp at 512.770.5035 with any questions or concerns about these policies.
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