🐾 policies 🐾

  • *If you are a new client looking for a QUOTE please fill out the NEW CLIENT FORM*
  • IF you have already filled out the new client form and selected "agree" to the policies, you do not need to fill out this form. 
  • If you have any questions, please visit the FAQ page or send me an email/text 
​​Thank you 😀

    🐾 POLICY AGREEMENT 🐾

    🐾 Every client is required to read and sign What the Fluff? LLC Groomer/Client Agreement prior to any grooming services being performed.
    🐾 I practice “Humanity before Vanity” meaning I will not harm a dog with strenuous de-matting.
    🐾 If there is a small amount of mats that are not tight I will try to brush them out or spot shave them.
    🐾 However, if the matting is severe I will be forced to shave them down for their comfort.
    🐾 ​My philosophy is to offer a stress free grooming environment for your pets and I will not perform any grooming procedure that causes pain or a level on stress on the pet that I find excessive. (i.e. nail trimming, de-matting, etc)

    ​Payment info

    🐾 Payment is due at the time of service, no exceptions.
    🐾 Checks returned NSF will be subject to a late fee of $50 to cover bank fees and no further service will be provided to the client until payment has been made.
    🐾 To receive a quote please submit an New Client Form 
    🐾 Information about the Quotes 
    • Generalized and based on the information provided in the contact form about breed, age, weight, health conditions, etc. 
    • Subject to change once I meet your pet(s) and final price determination will be at the end of the groom. 
    • Based on coat condition (matting, amount of undercoat or shedding, etc), length of cut, groom duration, and temperament of the pet(s). 
    • Based on regular schedules of 8 weeks or less depending on breed and coat condition. 
    • Additional fees for fleas, ticks, or other parasites. 
    • If your puppy is under 6 months of age please let me know what the expected adult weight will be -- especially for doodles

    🐾 Invoice balances are due within 72 hours of service. Failure to pay balance will incur in additional late fees. Due to limited availability if the invoice is not paid within 7 days of service the future appointments will be cancelled and filled from my waiting list. ​​

    Parking 

    🐾 If you could please make sure I have a space to park my van (8ft wide x 26ft long x 11ft tall)
    🐾 I need an area with enough clearance to pull in and back out safely.
    🐾 The area needs to be clear of anything that may hinder me if I need to turn around as I need enough space to do so safely, especially if it is a long drive way or I am backing out on to a busy street as it is best if I can turn around and pull out to avoid any blind spots.
    🐾 Please be aware of tree overhangs and power lines, I will not be able to enter the property if there is any potential for trees to scratch the vehicle or damage my vents/AC unit on top
    🐾 Also for parking, the flattest area possible is best.
    🐾 If you have any questions or concerns about parking please contact me in advance to let me know if there are any issues.
    🐾 If I am unable to park in front of your home and potentially have to park in front of your neighbors house or block their mailbox, please clear it with them first. Once I am parked and have the pet(s) inside my van I am unable to stop and move the van. Any tickets or potential towing that might result from parking issues will be the responsibility of the owner so please talk with your neighbors if there is any issue.

    ​Cancellation/No show/Trip Fees 

    🐾 Failure to notify me at least 48 hours in advance to cancel will result in a $50 cancellation fee (per pet)

    🐾 No show/same day cancellation fees - will be applied to each pet scheduled for any of the following reasons:
    • 🐾 If a multiple pet household is scheduled and you decide you do not want one of the pets groomed once I have already arrived
    • 🐾 If I am unable to groom your pet because it is extremely aggressive and me attempting to groom your pet would jeopardize the animals’ health and safety.
    • 🐾 If nobody is home when I arrive, I will wait no more than 10/15 minutes (subject to change based on schedule) and make two attempts to contact you. 

    🐾 No show/Same day cancellation fees - Subject to full amount/100% of the grooming total projected for the day based on previous grooming appointments. For new clients, it is the minimum price in the quote range. 

    Reminders 
    🐾 If the appointment is booked for more than 7 days from the email requesting rabies/policies (for new clients) or 7 days from last message (existing customers) I will send you a confirmation reminder though an automated text message system the week of the appointment (usually on the Sunday or Monday depending on holidays). 
    🐾 Please confirm the appointment when the reminder is sent. Due to limited availability, if I do not receive confirmation of the message, your requested appointment will be cancelled and we will have to reschedule.
    🐾 Appointments are ultimately the owners responsibility, without confirmation from the reminder message the appointment will be cancelled. 

    Invoices
    🐾 Invoice balances are due within 72 hours of service. Failure to pay balance will incur in additional late fees. Due to limited availability if the invoice is not paid within 7 days of service the future appointments will be cancelled and filled from my waiting list. ​

    🐾 I reserve the right to refuse service for any reason.

    Emergency/After Hours/Same Day Appointments​

    🐾 Things happen that are uncontrollable (ie, rolled in something gross, getting skunked, etc)
    🐾 All appointments that fall in this category will be subject to an additional emergency fee of $50.
    🐾 I will do my best to accommodate your pets’ emergency/after-hours/or same day needs.  
    🐾 I understand that life happens and your pet may get skunked or play in the mud and I am willing to help you out in those instances as much as I can.
    🐾 ​Serious inquiries only
    🐾 Keep in mind I may be dropping everything to come groom your pet.

    Key On File Service 

    🐾 First time clients are required to be present for initial groomer/client consultation upon arrival. This will not be required for future appointments.
    🐾 I offer a key on file service, which means a key can be left for me, I can be given a garage code, or some other way to get to the pet(s) safely while they are out to avoid paying a no-show or cancellation fee.
    🐾 If you are not home I need the pet to be secured, preferably near the front of the home so I can get to them quickly and safely (for me and the pet.) 
    • ​🐾 If I am unable to get to the pet(s) for any reason I will have to reschedule the appointment and it is subject to a cancellation fee. 
    🐾 Payment must be made before hand via credit card or cash/check can be left in the home for pickup.
    🐾 If there is no payment available upon arrival, I will not groom the dog and client will be charged a cancellation fee.
    🐾 ​I will not be held responsible for damages or theft to clients home or property while on the service call for grooming your pet(s).
    🐾 Please review the P&Ps section on Appointment times and information, Key on file, and cancellation policy ​

    Appointment ​

    🐾 An appointment time is an estimated time of arrival and I will make every effort to arrive at the scheduled time. 
    🐾 As a mobile groomer a flexible arrival window for the appointment is required to help accommodate for extended groom times, traffic, delays, etc. Windows are 2 hours and we will do everything we can to be in that window but working with live animals can be unpredictable so if there are any delays we will let you know as soon as we can. We will send a text message when we are on the way. 
    ​🐾 If the pet has a tendency to run and hide, please have them secure and ready prior to the appointment.
    🐾 Cats must be restrained in a kennel or a secure room. 

    🐾 Sometimes I may need to cancel your appointment because of vehicle problems, weather conditions, equipment failure, illness, emergencies, etc.
    🐾 I will make every effort possible to reach you, including leaving a message with every contact source you give me to reschedule.

    🐾 Please let them go potty before I arrive as to avoid accidents in the van
    🐾 Do not feed pet(s) within an hour or so prior to the groom 
    • 🐾 What The Fluff? will not be held liable for any issues caused by stress including bloat/torsion/GDV caused by feeding prior to the groom
    • 🐾 If I find out your pet has been fed prior to the groom and I feel it is necessary to cancel the appointment due to the pets safety a cancellation fee will be charged
    🐾 If they take medicine for pain (NO SEDATION), you may want to give them some before the grooming.
    🐾 For cats it is recommended that you put them in a carrier or in a small room so they don’t run under the bed or couch when the doorbell rings.
    🐾 If your pet is nervous or may run and hide, please have them on a leash/harness when I arrive so I can greet them safely.

    🐾 Unfortunately, my insurance does not cover me if you are in the unit with me.
    🐾 However, most pets are calmer when they can’t see you. When you are there, they think they can jump and get back to you, but during the grooming process this can be dangerous.
    🐾 Please, for the safety of the pet(s), the door to the mobile grooming van must remain locked during the grooming session.
    🐾 Please do not attempt to open the grooming van door or knock on the door while grooming is in progress.
    🐾 I take pet safety very seriously and I assure you, your pet is in good hands.

    Matted Or Neglected Coat ​

    🐾 I practice humanity before vanity and will not de-matt a heavily matted pet
    🐾 Very light dematting can be done if the matts are loose but this is ONLY done if I believe it will not cause extreme discomfort or stress to your pet. This is an additional cost. 
    🐾 If the coat has light matting, spot shaving is an option.
    🐾 If it is severe, unfortunately, I will be forced to shave them down for their safety and comfort.
    🐾 It is my discretion to determine if it is safe for the pet to be de-matted, if deemed not safe the pet will receive a shave down & start over (additional fee for shave down.)
    🐾 I firmly believe grooming should be an enjoyable experience and I will not put your pet through the discomfort of unnecessary or excessive de-matting which is a painful, time-consuming and costly procedure that causes extreme discomfort and can aggravate, or cause skin problems.
    🐾 Matts will get worse once the coat becomes wet; therefor it is necessary to remove all knots prior to washing the pet, whether that is by de-matting or shaving.
    🐾 I do NOT de-matt senior pets or pets with known illnesses or disabilities.
    🐾 The client is responsible for the condition of the pet’s coat and will not hold me responsible in the event of adverse effects of mat removal.
    🐾 If you would like to reschedule your grooming appointment to allow you time to brush or comb out the excess matting, a cancellation fee will be applied if it is less than 48 hour notice.
    🐾 But please be aware of how painful it is and that it is a high risk of injury. Also, if you choose to try and de-matt the pet prior to my arrival and in doing so the pet becomes injured or aggressive/fearful because of the pain due to the dematting by the owner, I will cancel the appointment as to not stress the pet out any more. Subject to cancellation fee
    🐾 The client understands that shave downs or custom cuts will be discussed and I will perform the cuts to the best of my understanding and ability but no other guarantee is made. 
    🐾 Shaving a pet may be necessary due to matting or it may be by personal choice. Shaving means to clip the coat very close to the skin, which gives a “smooth” look. There can be a variety of skin and coat care problems that may occur after the shave down of a pet. These problems may include the following but are not limited to:
    • 🐾 May dramatically change your pet’s appearance, as the hair will be very close to the skin.
    • 🐾 In some cases pets may also exhibit brief behavioral changes.  
    • 🐾 May include itchiness, skin redness, bruising, self-inflicted irritations or abrasions by itching/biting/licking, hematomas and swelling due to mats.
    • 🐾 Risks of nicks, cuts and/or abrasions due to the tightness of hair to the skin, moles, warts or skin folds trapped in the mats.
    • 🐾 Moisture trapped near the pet’s skin due to the matting can cause mold, fungus, bacteria or skin irritations that exist PRIOR to the grooming process.
    • 🐾 Possible loss of hair growth and/or coat re-growth in different color/texture, different directions (cowlicks).
    • 🐾 Hyper pigmentation – a darkening of the skin where the coat has not grown back.
    • 🐾 Sunburn (sunscreen is recommended after a shave down)
    • 🐾 Loss of guard coat, especially in double-coated breeds.
    • 🐾 Hotspots can develop days or even weeks after a shave down.

    Shed-Less Package

    🐾 This is NOT an a la carte service; the Shed-less Treatment must be purchased with a Luxury Bath, Luxury Bath Deluxe, or Luxury Groom.
    🐾 Keep in mind this DOES NOT STOP OR PREVENT shedding, however it greatly reduces the amount of shedding.
    🐾 A thorough brush-out will be done throughout the duration of the groom, with a variety of brushes for maximum hair removal.
    ​🐾 Your pet will receive two full baths, first with a deep cleanser followed by a top-quality shampoo specifically designed to cut down on shedding. This shampoo opens the pores and helps release the undercoat on your pets’ skin. This process is extremely helpful when your pet is blowing their winter and summer coat. A re-moisturizing conditioner to soften and rejuvenate your pets’ skin and coat will follow the bath.
    🐾 To dry, we will use a special nozzle that will fluff your pet and continue the shed-less process and blow up the dead coat as we dry.
    🐾 Shed-less package needs to be done every 4-6 weeks to see optimal results.

    Summer Shave Downs  

    🐾 ​Shaving a heavily coated/double coated dog during the summer is NOT recommended.
    🐾 Dogs such as but not limited to: Huskies/Malamute, Golden Retrievers, Labrador Retrievers, Australian shepherds, and Pomeranians are all examples of dogs with double coats.
    🐾 Most people think that shaving the pet will help with the shedding or the heat, but in fact it can cause damage to the coat and could cause the dog to shed even more.
    🐾 Dogs do not sweat through their skin; they sweat from the pads of their feet.
    🐾 In both hot and cold weather, a dog’s coat helps regulate body temperature providing insulation and protection from the sun.
    🐾 When you shave a double coated dog, the hair comes back clumpy and strange looking, this is because the guard hair and undercoat grow at different speeds, so the coat ends up looking patchy, and therefore, needing shaved on a regular basis.
    🐾 Your dogs coat may also become damaged and not grow back.
    🐾 Shaving these breeds can also cause many unexpected skin infections and irritations.
    🐾 Due to the reasons above, we strongly recommend not shaving your double-coated dog, and the only way we will is if the pet is severely matted or already has skin issues that need to be addressed.
    ​🐾 If you are looking to cut back on shedding or keep your pet cool we recommend our SHED-LESS TREATMENT.

    Current Vaccinations/Veterinary Information ​

    🐾 Your pets’ safety is my number one priority.
    🐾 Your pets should be UTD on all their vaccinations but the only requirements I have are
    • 🐾 Proof of at least 2 rounds of puppy shots for pets under 16 weeks old
    • 🐾 Proof of current rabies vaccination for any pet over 16 weeks.
    🐾 Proof of Rabies vaccination shall be provided to me upon request as well as current veterinarian information.
    🐾 Special health circumstances will be taken into consideration.
    🐾 If anyone working for What the Fluff is bitten by your pet and must have the rabies shot or medical treatment, you are liable and responsible for the charges.
    🐾 I absolutely require every single cat to be up to date on rabies vaccinations, no exceptions.

    De-Skunk Treatment 

    🐾 This is NOT an a la carte service; the De-Skunk Treatment must be purchased with one of the Luxury services.
    🐾 If your pet has been skunked, please do not try and wash them before the appointment.
    🐾 It is best if I get them first so that I can apply powder and degreaser to soak up the oils.
    🐾 If you wash them before the appointment, the oil will spread and make it worse.
    🐾 Every groomer has a different process. Depending on the location of the skunk spray, I usually soak the pet in baby powder for a few minutes, then wash the pet 1-3x in an oatmeal + baking soda shampoo and degreaser along with various other shampoos to help with the smell, and then spray lightly with diluted vinegar/water + Espree Extreme Odor Eliminator. 
    🐾 There is a issue if your pet was sprayed by the skunk on the face because most of the shampoos I would use to help eliminate the odor cannot safely be used on the face in case it were to get in the eyes.The deskunking process is not a guarantee to eliminate the odor, it just helps reduce it.
    🐾 ​When a pet gets skunked, the oils can linger for a few weeks - a few months depending on how much got on them.

    🐾 De-skunking is an additional $25-$50 per pet and I do everything I can to take care of the skunk oils and odor. 

    🐾 **Only with bath dogs

    Safety/Animal Behavior 

    🐾 ​Your pet’s safety and comfort are our first priority.
    🐾 ​The client will be liable for any bites or any property damage caused by their pet(s).
    🐾 ​The client must inform us prior to grooming if your pet has bitten someone or has aggressive tendencies.    
    🐾 ​For groomer’s safety as well as your pets, I have the right to refuse service in the event that a pet cannot be handled safely.
    🐾 ​The client will advise us of any medical, physical, emotional issues, allergies, sensitivities, or pre-existing conditions.
    🐾 ​These may include prior surgeries, heart issues, hip or joint issues, warts, moles, ear infections or skin problems.
    🐾 ​Grooming may expose hidden medical conditions or aggravate existing ones during or after the grooming.  

    🐾 ​​I understand that for the safety of my pet, the door to the mobile grooming van must remain locked during the grooming session.
    🐾 ​Please do not attempt to open the grooming van door or knock on the door while grooming is in progress.
    🐾 ​The owner is responsible if they startle the groomer or pet and cause any injuries 
    🐾 ​I will gladly show the inside of the van before or after the grooming session.
    🐾 ​The client understands that the grooming service can be stopped mid-groom if necessary for the safety of the pet and the groomer.
    🐾 ​The client also understands that if that is necessary they will pay a pro-rated amount greater than/equal to half of the grooming.

    🐾 ​Tranquilizers will not be used. Only a licensed vet should tranquilize/sedate a pet.
    🐾 ​Do not tranquilize your pet in any way prior to the appointment without notice.
    🐾 ​ I have the right to cancel the appointment if I feel the pet has been tranquilized and the owner is subject to a cancellation fee. 
    🐾 ​Yes, sometimes tranquilizers/sedatives will work, but there are times that the pet decides to fight the effects and can make the grooming process more stressful.
    🐾 ​If you need your pet tranquilized/sedated for a groom, it is best to have it done at the vet as they have the proper tools and skills to monitor breathing and heart rate.
    🐾 ​Natural remedies will be considered if you give me notice to do research on it.

    ​Senior Pets And Pets With Health Issues 

     🐾 Your pet’s safety and comfort is my first priority.
    🐾 Senior pets and pets with health problems have a greater chance of injury and stress, these pets will be groomed for cleanliness and comfort, in styles that will not add to their stress.
    🐾 I will not be responsible for aggravating any prior injuries
    🐾 I will not be responsible for any accident or injury to an elderly or health-compromised pet during their groom. 
    🐾 It is the clients responsibility to disclose ANY health or behavior issues prior to grooming and it is the clients responsibility to know whether or not the pet(s) can be safely groomed. 
    🐾 I do use a belly strap on every dog to help support them and for their safety, but dogs do need to be able to stand for blow drying and while I work on their paws/nails unless arrangement’s have been made in advance so that I can bring assistance. 
    🐾 For groomer’s safety as well as your pets, I have the right to refuse service in the event that a pet cannot be handled safely. 
    🐾 Grooming procedures sometimes can be stressful, especially for a senior pet or a pet with health problems.
    🐾 Mobile can be convenient in some aspects, but it is start to finish as a zoom groom and doesn’t always work well every older pet. Sometimes for older pets they need the option of breaks between the brush outs, bath, and blow dry if they need it and the possibility of drying in a kennel if they are scared.

    Injuries/Accidents/Veterinary Care​

    🐾 Vet bills will not be paid for any injurys due to severe matting or any injuries due to stress and age
    🐾 Occasionally, grooming can expose a hidden medical problem or aggravate a current one.  This can occur during or after grooming and may require immediate medical attention.  
    🐾 I will not be held liable for any injury that is a result of poor coat condition or a pre-existing condition.
    🐾 I will not be held liable for any injury that is a result of the pets behavior 
    🐾 The owner understands that I will do everything I can to prevent water from getting into the pets ears. I will use cotton balls in the ears and I clean the pets ears with an animal specific ear cleaner. There is no guarantee that water will not get into the ear. I will not be held liable for any ear infections. 
    🐾 I will pay any veterinary charges that result from serious injury because of the groom upon groomer’s discretion. However, a veterinarian must write a note indicating that veterinary intervention was necessary and the injury was caused solely by the grooming process.
    🐾 If something arises after the groom that was not noticed before you must contact us immediately and take your pet to a vet within 48 hours of groom.
    🐾 ​We make every effort to ensure your pet’s grooming is pleasant and safe, however, if your pet becomes ill or is hurt and the services of a veterinarian are required, you hereby give us permission to obtain treatment if you are not available to do so and you agree to pay such expenses.

    Flea & Tick Infestation/Van Sanitation ​

    🐾 Flea and tick infestation will NOT be tolerated.
    🐾 If a flea or tick is found on your pet, I will administer a flea and tick shampoo to eradicate the fleas in order to maintain salon sanitation.
    🐾 If I find an infestation of fleas or ticks on a pet, an additional sanitation-cleaning fee will be added in addition to the groom fee for this service.
    🐾 Flea and tick shampoo may cause side effects including, but not limited to allergic reactions.
    🐾 I will not be held responsible for reactions from manufacturer-recommended usage of said products.
    🐾 Additionally, the client is also aware that any such treatments are not guaranteed to be one hundred (100%) effective as the flea and tick shampoo is NOT a preventative method and CANNOT be used on the pets head/face.
    🐾 Flea/Tick shampoo DOES NOT prevent fleas from jumping back onto the pet. 
    🐾 Although flea and tick shampoo will be used, I will not physically remove any ticks from the pet due to the seriousness of Lyme disease. I recommend ticks to be removed from a veterinarian.
    🐾 ​It is the clients’ responsibility to provide proper flea and tick prevention.

    Shampoo + Misc

    🐾 I have a comprehensive range of professional premium quality shampoos and conditioners.
    🐾 These products are natural, organic, safe, and environmentally friendly and help maintain and keep your pet looking and feeling great.
    🐾 I use the very best all natural, soap free, sulfate free shampoos by Espree, Earth Bath, and Nature’s Specialties, etc.
    🐾 I can use other shampoos if your pet has a special shampoo prescribed ONLY by the vet. Other shampoos will NOT be used unless you let me know in advance, if I do not know the brand I need time to research it. 
    🐾 These shampoos are gentle and non-toxic, I can use my "grey water" to water my lawn!

    Pictures ​​

    🐾 ​The client consents that I may take pictures of your pet, before and after grooming.
    🐾 Photos may be utilized for my website, social media and/or advertising purposes at my discretion.
    🐾 ​If you would not like photos to be taken, you need to let me know prior to our appointment.

    ​RELEASE FORM

    🐾 ​The client affirms they are the rightful, legal owner or caregiver to the pet for which services are rendered.
    🐾 The client understands and agrees to the above terms for the grooming and maintenance of their pet(s).
    🐾 Hold Harmless Agreement: By signing this contract the client agrees to hold What the Fluff LLC, it's owners, operators, and employees, harmless from any damage, loss, or claim arising from any condition of the undersigned pet, either known or unknown to What the Fluff. It is understood and agreed the terms of this agreement can change at any time, without notice, and will overwrite any and all prior signed contracts or releases. It is also understood this clause applies to any and all pets groomed.  
    🐾 The client authorizes What the Fluff to act as my agent in the event emergency veterinarian services, care-taking and/or transportation is necessary and agrees to pay all costs.
    🐾 What the Fluff is not responsible for any and all damages, loss or claim including, but not be limited to death, injury, or shock.
    🐾 ​The client has read and accepted these policies for the groom today and for any and all future grooming appointments.
    🐾 The client understands that the policies are subject to change and understands that it is their responsibility to be aware of any changes.  --
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🐾 We look forward to meeting you and your pet 🐾

Hours

Office hours 
Mon - 10am-6pm
​
Appointment availability  
Tues-Sun: 10am - 6pm
Monday: No appts

Subject to change for holidays

Service area

We offer bathing and grooming for both dogs and cats in::   ​
San Ramon, Danville, ​Blackhawk, Alamo, and Diablo

We have extended to limited Dublin and Pleasanton (Within Stoneridge Dr and Fallon Rd) for dogs only, no cats. There is not a weight restriction for the main service area, however for the limited Dublin and Pleasanton we are only offering services for dogs under 30lbs. No A La Carte services available for the extended area at this time. ​

Contact us

​(925) 872-3604
​
info@wtfluffmobile.com
​
*No voicemails please
*Text/Email only
*If you are unable to text/email -- Phone calls will be returned during office hours on Monday's.
​*All inquiries will be returned in 24-72 hours. 
*Check Spam/Junk box for emails 
*New clients fill out the New Client Form

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