Prim & Pawper Mobile Dog Spa Policies
At Prim & Pawper, our goal is to provide a safe, calm, and convenient one-on-one grooming experience for every dog we serve. Because we are a mobile grooming business, our policies are designed to help appointments run smoothly, protect the safety of your pet and our groomer, and maintain consistent service for all clients.
Appointment Requests
Appointment requests may be submitted online, by phone, text, or email. Submitting a request does not guarantee an appointment until it has been confirmed by Prim & Pawper.
Because mobile grooming requires route planning, appointment times may vary slightly depending on travel time, weather, traffic, and the needs of the pets scheduled before you. We will do our best to communicate any significant timing changes as soon as possible.
Mobile Arrival Window
Prim & Pawper will provide an estimated arrival window for each appointment. We ask that clients allow flexibility for travel, traffic, weather, and unexpected grooming delays.
If we are running ahead or behind schedule, we will communicate with you as soon as possible.
Client Availability
The pet owner or an authorized adult must be available at the beginning and end of the appointment unless other arrangements have been approved in advance.
At check-in, we may review your dog’s coat condition, behavior, health concerns, service plan, and grooming goals. At check-out, we will review the groom, collect payment if needed, and share any important notes from the appointment.
Parking Requirements
Because we operate from a mobile grooming vehicle, safe and legal parking must be available near your home or appointment location.
Please provide a parking area that is:
Flat and reasonably level
Safe for our vehicle and groomer
Free of low-hanging branches or obstructions
Not blocking traffic, driveways, fire lanes, or restricted areas
Close enough for safe pet transfer
If safe parking is not available, we may need to reschedule the appointment and a cancellation or travel fee may apply.
Access to Your Pet
Please have your dog ready at the scheduled appointment time. Dogs should be leashed or safely contained before being brought to the grooming van.
For safety reasons, we ask that pets are not allowed to run freely to or from the van. Prim & Pawper is not responsible for pets that are loose before being securely transferred to our care.
Mobile Service Area and Travel Fees
Prim & Pawper serves select areas in and around Cache Valley. Travel fees may apply depending on distance, route availability, and service area.
Appointments outside our regular route may require a minimum service amount, additional travel fee, or specific route day.
Cancellations and Rescheduling
We understand that plans change. However, because mobile grooming appointments are reserved specifically for your dog and require route planning, we ask for advance notice when canceling or rescheduling.
Cancellations or rescheduling requests made with less than 24 hours notice may be subject to a cancellation fee of 25% of service.
Repeated cancellations may require a deposit to book future appointments. Threshold time is calculated from 12:00 am on the check-in date (not the check-in time).
No-Show Policy
If we arrive for your confirmed appointment and are unable to reach you, access your pet, or safely perform the service, the appointment may be considered a no-show.
No-show appointments may be charged a fee of 50% of the scheduled service amount and may require prepayment for future bookings.
Late Availability
Because we operate on a mobile route, delays at one appointment can affect the rest of the day. If you are unavailable at the scheduled time, we may not be able to wait.
If you are more than [10-15 minutes] unavailable after our arrival, the appointment may need to be rescheduled and a fee may apply.
Pricing
Prices are based on breed, size, coat type, coat condition, behavior, service requested, and time required. Any price listed before the appointment is an estimate.
Additional charges may apply for:
Matted coats
Excessive shedding
Extra-large dogs
Difficult or unsafe behavior
Special handling needs
Fleas or ticks
Coat condition requiring additional time
Services outside the standard appointment scope
We will communicate any major pricing changes before continuing whenever possible.
Matting Policy
Your dog’s comfort and safety are our priority. Matted coats can cause discomfort, skin irritation, bruising, restricted movement, and hidden skin issues.
If your dog is matted, we will choose the safest and most humane grooming option. In many cases, this may mean shaving the coat shorter than originally requested.
Prim & Pawper will not perform excessive dematting if it causes pain, stress, or risk of injury to the dog. Additional fees may apply for matted coats due to the extra time, skill, and equipment care required.
Coat Condition and Grooming Results
We will always do our best to achieve your desired groom, but the final result depends on your dog’s coat condition, behavior, health, and tolerance for the grooming process.
For dogs with matting, impacted coat, skin sensitivity, anxiety, or limited grooming history, the first appointment may focus more on comfort, safety, and establishing trust than achieving a perfect style.
Behavior and Safety
Prim & Pawper provides gentle, dog-centered grooming, but grooming still requires safe handling. Please inform us before the appointment if your dog has a history of biting, severe anxiety, reactivity, medical sensitivity, or difficulty with grooming tasks.
If a dog becomes too stressed, aggressive, or unsafe to groom, we may modify, pause, or end the appointment. The client is responsible for payment for work completed and time reserved.
Our goal is always to work at the dog’s pace when possible, but we will not force a service that creates unnecessary risk for the dog or groomer.
Health and Medical Conditions
Please notify us of any medical conditions, allergies, injuries, recent surgeries, seizures, heart conditions, breathing concerns, skin issues, medications, or other health concerns before grooming.
Mobile grooming may not be appropriate for every dog. Senior dogs, puppies, dogs with medical conditions, and dogs with high stress levels may require modified services.
Prim & Pawper may stop or adjust a groom if we believe continuing could put the dog’s health or safety at risk.
Vaccination Requirements
For the safety of all pets we serve, dogs must be current on age-appropriate vaccinations as recommended by their veterinarian.
Clients may be asked to provide proof of vaccination or veterinarian information before service. Dogs showing signs of contagious illness may need to be rescheduled.
Fleas, Ticks, and Contagious Conditions
If fleas, ticks, or signs of contagious skin conditions are discovered, the groom may be stopped, modified, or completed with additional sanitation procedures.
Additional fees may apply for flea/tick handling, extra cleaning, or required sanitation of the grooming vehicle.
To protect other clients and pets, please notify us before your appointment if you suspect fleas, ticks, kennel cough, ringworm, parasites, or any contagious condition.
Potty Breaks
Please allow your dog an opportunity to go potty before the appointment. This helps your dog feel more comfortable and helps keep the grooming environment clean and safe.
Payment Policy
Payment is due at the completion of the appointment unless other arrangements have been made in advance.
Accepted payment methods may include [cash, card, online payment, Venmo, Square, etc.].
Returned payments, failed payments, or unpaid balances may result in paused booking privileges until the balance is paid.
Rebooking
To maintain coat health and secure preferred appointment times, we recommend rebooking on a recurring schedule.
Recommended grooming schedules vary by breed, coat type, lifestyle, and service needs. We are happy to help recommend a schedule that supports your dog’s comfort and coat maintenance.
Photos and Media
Prim & Pawper may take photos or videos of your pet before, during, or after grooming for grooming records, client updates, marketing, website use, and social media.
If you prefer that your pet not be photographed or shared publicly, please let us know before the appointment.
Satisfaction Policy
We want you to be happy with your dog’s groom. If you have a concern, please contact us within [24-48 hours] of the appointment.
We will do our best to address reasonable adjustments when possible. Adjustments must be related to the original requested service and may depend on coat condition, dog behavior, and appointment availability.
Weather and Road Conditions
Because we are mobile, severe weather or unsafe road conditions may affect appointment availability. This may include heavy snow, ice, extreme heat, severe wind, unsafe parking conditions, or other conditions that make travel or grooming unsafe.
If we need to reschedule due to weather or safety concerns, we will contact you as soon as possible.
Emergency Policy
In the rare event of a medical emergency during grooming, Prim & Pawper will attempt to contact the owner immediately. If the owner cannot be reached and urgent care appears necessary, we may seek veterinary care at the nearest available clinic.
The pet owner is responsible for veterinary costs related to pre-existing conditions, unknown medical issues, or emergencies not caused by negligence.
Right to Refuse or Discontinue Service
Prim & Pawper reserves the right to refuse, modify, or discontinue service if we believe the appointment may be unsafe, inhumane, or unsuitable for the dog, groomer, or mobile grooming environment.
This may include unsafe parking, aggressive behavior, severe matting, contagious illness, extreme stress, medical concerns, or repeated policy violations.