Policies

Policies

Policies

Company Policies

  • PAYMENT INFO

Payment is due at time of service. Groom Stars Austin accepts cash, check or card.  Checks returned NSF WILL incur a fee of $25, plus any fee my bank may charge. No further service will be provided until fee is paid.

  • CANCELLATION POLICY/NO SHOW/TRIP FEE

On rare occasions, Groom Stars Austin may need to cancel your appointment due to equipment failure, weather, illness, etc. Every effort will be made to contact you in advance to reschedule.
If you cannot keep their appointment, please contact us AT LEAST 48 hours in advance. If you cancel with less than 48 hours notice you will incur a $25 charge per pet.  If you have multiple pets for the same appointment and cancel some of them, those cancellations are $25 each.  If you are a no-show, not home at the time of arrival and you have not made access arrangements with us before hand, the full grooming charge is due for each pet.  Cancellation charges must be paid within 7 days. Ultimately it is your responsibility to keep track of their scheduled appointments.  However, Groom Stars Austin will make a courtesy phone call or text one business day ahead to confirm and remind you. If you are a first time client and you are a no show when the groomer arrives for your scheduled appointment, Groom Stars Austin will not schedule any future appointments.

  • APPOINTMENT TIMES

An appointment time is truly an ‘estimated time of arrival’. Arrival time will be in a 1-2 hour time span.  As a mobile service, our schedule is subject to interruptions and delays, such as, but not limited to: Refueling, traffic, driving distance from previous appointment and running over on a previous appointment.  If Groom Stars Austin feels they will be more than 15 minutes early or late, Groom Stars Austin may call ahead.

  • LATCHKEY SERVICE

With a credit card on file, you may provide Groom Stars Austin with the location of a hidden key, a garage code, or some other form of access to the home. Groom Stars Austin will come by at your scheduled grooming appointment time to care for the pet and you merely leave an approved form of payment.  Groom Stars Austin will not be held responsible for damages or theft to your home or property while on the service call for grooming your pet(s).

  • MATTED OR NEGLECTED COAT

We will not de-matt a coat.  Excessive de-matting is a painful, time-consuming and costly procedure that causes extreme discomfort and can aggravate, or cause skin problems.

  • SENIOR PETS AND PETS WITH HEALTH ISSUES

Grooming procedures sometimes can be stressful, especially for a senior pet or a pet with health problems. Because senior pets and pets with health problems have a greater chance of injury, these pets will be groomed for cleanliness and comfort, in styles that will not add to their stress. Dogs that require a second groomer can be scheduled at additional charge.  Groom Stars Austin will not be responsible for accident or injury to an elderly or health-compromised pet during their grooming.

  • PICTURES

Groom Stars Austin may take pictures of your pet, before and after grooming, and utilize the same for their website, social media for any and all and/or advertising purposes at Groom Stars Austin discretion.

Grooming Unit Picture

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