Client Service Agreement

Welcome to Sham-Poochie's Pet Spa!

Wild Wilmington LLC

Thank you for choosing us for your pet’s grooming needs. Our goal is to provide a safe and enjoyable grooming experience while maintaining the highest standards of cleanliness and care.

Please review our policies and procedures outlined below. By signing this agreement, you acknowledge and agree to the terms stated herein.

1. Pet Requirements and Safety

• Leash or Carrier: All pets must be leashed or in a carrier when entering the salon.

• Vaccinations: Pets must be up-to-date on rabies vaccinations to receive services. While we take every precaution to ensure the safety and well-being of your pet, we recommend that pets be current on all vaccines. Sham-Poochie’s Pet Spa (Wild Wilmington LLC) is not liable for any illnesses or conditions that may arise following your pet's visit.

• Aggression or Stress: If a pet becomes aggressive or overly stressed, you will be called for immediate pick-up. A handling fee and charges for services rendered may apply. Please inform us if your pet does not handle kennel situations well.

• Sedation: Inform us if your pet requires vet-prescribed sedation such as Trazodone, Acepromazine, or Gabapentin.

2. Pricing and Appointments

• Quotes: Prices provided over the phone or sight-unseen are estimates. Actual costs may vary based on breed, weight, temperament, coat condition, and additional services.

• Late Arrival: A 10-minute grace period is allowed. After this, a $15 late fee will be added. Appointments over 15 minutes late may be canceled, and a late cancellation fee of 50% of the grooming cost will apply to reschedule.

• Cancellation: Cancel at least 24 hours in advance to avoid a late cancelation fee of 50% of the grooming cost. Frequent late cancellations or no-shows may require pre-payment for future appointments.

• No-Shows: Failure to attend the scheduled service without prior notice will incur a fee equal to 100% of the service price. This fee is charged to cover the cost of the missed appointment. Frequent late cancellations or no-shows may require pre-payment for future appointments.

• Pick-Up: Pets must be picked up within 1 hour of completion or by closing time, whichever comes first. Pets left here past closing time will incur a fee of $1.00/minute to cover the cost of the staff staying with your pet. At an hour past closing, your pet will be secured in the building until morning with a fresh water bowl and a $150 overnight boarding fee will be applied.

3. Grooming and Care

• Duration: Grooming typically takes an average of 3-4 hours. Larger breeds, Doodles and families with multiple pets may require additional time. We always aim to get each pet out as soon as possible. Please allow sufficient time and refrain from showing up for pick-up before we contact you.

• Fleas: If your pet has fleas, a fee of $35 will be applied to your bill to cover the cost of measures taken to prevent the spreading of fleas to other pets. Please let us know prior to your appointment if you are aware of fleas or any other parasites your pet may have.

• Potty Accidents: Please potty your pet before the appointment. Multiple accidents in the salon often causes us to fall behind and will incur a $5 clean-up fee per incident after the first. Re-washing due to elimination may also incur an additional fee.

• Matting: The fee for brushing out mats is $150/hour or $2.50/minute. Severely matted fur will be shaved to prevent discomfort. A fee of $1.50 per minute for mat removal will apply. You will be informed of any shaving required before grooming begins. We highly recommend brushing your pet regularly between grooms and would be happy to help educate you on proper technique should you request it. Sham-Poochie's Pet Spa (Wild Wilmington LLC) is not liable for any injuries or pre-existing conditions caused by matting. This includes but is not limited to bruising, skin irritation, hematomas and changes in your pets behavior. If you'd like more information on how matting affects your dogs overall health please ask your groomer for more details.

• Ear Hair and Anal Glands: Ear hair plucking is available upon request for dogs with healthy ears that will tolerate the process. We will not pluck if an ear infection is suspected or if the pet shows signs of aggression or discomfort. As of September 1, 2024 we will no longer be offering anal gland expression. We recommend having this service done by your vet.

4. Satisfaction and Payment

• Satisfaction: If you have concerns about the haircut, please inform us within 72 hours. We will be happy to address issues without additional charge within this timeframe; after 72 hours, re-grooming may incur a fee.

• Payment: We do not accept checks. Prices are subject to annual review and adjustment based on operating costs. Failure to pay for services rendered will result in additional charges, including late fees and collection costs, if applicable. We reserve the right to pursue legal action to recover the outstanding amount.

5. Release of Liability

• Service Refusal: We reserve the right to refuse service at our discretion.

• Photo Release: By signing this release, you consent to the use of photos or videos of your pet taken during their visit for promotional purposes, including on our website and social media. You acknowledge that these images may be used without compensation or further approval

• Emergency Care: In the event of a non-grooming related medical issue or emergency, we will seek veterinary care at the owner’s expense. This includes injuries or health issues discovered during grooming that may have been hidden by the coat or any pre-existing health conditions such as seizures, heart issues, etc.. You agree to hold Sham-Poochie's Pet Spa (Wild Wilmington LLC) harmless from any liabilities related to grooming.

Cancellation Policy and Credit Card Authorization

Cancellation: Cancel at least 24 hours in advance to avoid a late cancelation fee of 50% of the grooming cost. Frequent late cancellations or no-shows may require pre-payment for future appointments.

No-Shows: Failure to attend the scheduled service without prior notice will incur a fee equal to 100% of the service price. This fee is charged to cover the cost of the missed appointment. Frequent late cancellations or no-shows may require pre-payment for future appointments.

Pick-Up: Pets must be picked up within 1 hour of completion or by closing time, whichever comes first. Pets left here past closing time will incur a fee of $1.00/minute to cover the cost of the staff staying with your pet. At an hour past closing, your pet will be secured in the building until morning with a fresh water bowl and a $150 overnight boarding fee will be applied.

Authorization to Charge Credit Card: The client authorizes Sham-Poochie’s Pet Spa (Wild Wilmington LLC) to charge the provided credit card for any cancellation fees, missed appointment fees, or other fees related to non-compliance with the cancellation policy.
By signing this agreement, the client agrees that any charges associated with missed appointments or late cancellations will be processed using the credit card provided.

Credit Card Information: The client agrees to provide a valid credit card number at the time of booking or signing the service agreement. Refusal to provide a valid credit card may result in the forfeiture of your appointment. The credit card information will be securely stored for the sole purpose of processing cancellation or no-show fees.

Charge Authorization: In the event of a missed appointment, late cancellation, or no-show, the client understands that Sham-Poochie’s Pet Spa (Wild Wilmington LLC) will charge the credit card on file for the applicable fee without prior notice. The client agrees that such charges are valid and are not subject to dispute.

Refunds: No refunds will be provided for cancellations made within the specified time period [24 hours] of the scheduled appointment. However, in exceptional circumstances, Sham-Poochie’s Pet Spa (Wild Wilmington LLC) reserves the right to waive or adjust fees at its discretion.

By signing this digital service agreement, the client acknowledges and agrees to the terms of this Credit Card Authorization for Missed Appointments and Late Cancellations, and authorizes Sham-Poochie’s Pet Spa (Wild Wilmington LLC) to charge the provided credit card for any applicable fees.