Aussie Pet Mobile Chicago Western Suburbs

We love our customers, and we love what we do—groom pets! Pet grooming is a challenging yet fulfilling job. In an effort to have good communication, and reasonable expectations for each other, please read the following information and sign our pet release before your appointment. We encourage asking our customer care team or grooming team any questions that you might have about our policies and procedures so that you are 100% comfortable before accepting the terms.

COMPANY POLICIES

General Grooming

• When it comes to your pet, our main priority is SAFETY and COMFORT; we will not perform a groom on your pet if it will cause your pet any pain or any level of stress that we think is excessive. Groomers may stop services if they feel it is unsafe for them or your pet to continue.
• In the event of a display of aggressive behavior, our groomers may need to use a muzzle on your pet to complete the groom. This will protect both the groomer and the pet. If your pet bites our groomer, we will have to notify animal control. By signing this agreement, you consent to the use of a muzzle if needed.
• Senior pets may get a “comfort groom” if they are struggling with the grooming process. This is a groom that suits your senior pet and puts their needs above anything else.
• Drying a pet may be hindered by the pet’s inability to remain standing during the drying process or the pet’s adverse reaction to the hand dryer. If we are unable to completely dry your pet, the groom results may be subpar.
• Pets must be bathed by us as part of the grooming process because we cannot use our tools on a dirty pet, and performing a haircut on a pet without bathing will result in a cut that is choppy and uneven.
• Not all pets (especially cats) can tolerate a wet bath. If your pet has an adverse reaction to the wet bath, a dry bath will be performed instead.
• We have found that in most cases, it is better that you not be in the van while our groomer is working. If there is an extreme circumstance, the groomer may call on you for assistance.
• Extra – Long nails cannot be shortened to your desired length without clipping into the quick.
• We will not knowingly take pets infested with ticks or fleas into the Pet Mobile. If your groomer discovers fleas or ticks during the groom, your pet will immediately be given a flea and tick bath and you will be charged and additional $25 per bath plus a $25 bomb the van fee as it will take our van out of commission for the balance of the day. Please understand these charges are in addition to the 15 Step Spa groom and any other services provided.
• Matted pets are in a health crisis. Please be sure to fully read our Matted Pet Philosophy and Procedure.
• In an effort to keep your pet’s coats healthy and reduce the chance of matted coats, we require that all haircut dogs maintain consistent appointments based on your pet’s needs (usually every 6-8 weeks). The office will help you get this established based on your groomer’s recommendation. We may refuse pets that have excessively missed their maintenance requirements.
• Double Coated breeds need to get a de-shedding by our groomer at each appointment to keep their coat healthy and looking its best. If your dog has allergies and can’t use the de-shedding shampoo or conditioner, there will be additional brush out fees to compensate for the groomers work/time.
• Double Coated breeds will need to maintain regular appointments (by recommendation of your groomer) to keep their coats healthy. We may refuse pets that are not properly maintained.
• We do not express anal glands—we recommend this be performed by a Veterinarian.

Pricing and Fees

• The 15 Step Spa Groom is our base service for bringing the mobile spa to your door.
• Pricing will remain the same even if you request that we not perform some of the steps, regardless of the reason.
• Initial quotes are estimates only – fees may be adjusted at the groom once we meet your pet or if inaccurate information was provided at intake. Breed clips, special haircut requests, significant matting, hand scissoring, coats in excess of ⅝”, extra brushing, extra dry time, extra groom time needed for poor behavior are examples of things that will require and additional charge.
• Prices are subject to change without prior notice (although we do attempt to notify our customers when prices change.)
• We reserve the right to refuse service at the door if your pet is aggressive, if you behave badly, or if your senior breed cannot stand or walk to the van on their own. A $50 trip fee is required.
• If your groomer explains services that are necessary for your pet like shaving or dematting, and you decline those services, our groomer will decline further services and a $50 trip fee is required.
• In the event that we are unable to complete services due to (behavior/age/health/anxiety/etc) you will still be charged full price for services because our groomer drove to your location and spent time/effort trying to complete the service.

Scheduling

• Due to the nature of mobile grooming, we groom in certain areas on certain days of the week. Our scheduling team also works to get a route for the groomer that maximizes time grooming instead of driving back and forth across town each day. We will always take your availability into account, but we ask for a certain degree of flexibility as we cannot always arrive at your requested time. In most cases we will get the route set and let you know approximately when to expect your groomer by 72 hours prior to your appointment. If you have conflicts with time on your appointment days, please communicate with the office and we will work with you the best we can.
• Please note that the time listed as the “appointment time” is NOT a promised time of arrival, but rather a BEST GUESS of arrival time based on the day’s appointments. Traffic and actual length of appointments before yours may cause your groomer arrive later or earlier than our estimation. We will communicate with texts on appointment day to keep you updated if we are going to be +/- 30 minutes of the estimated time. In an effort to keep our schedule running smoothly, we ask that you be as available as you can on appointment day and notify us if you have time restrictions.
• If your groomer arrives at your location on time and has to wait for you, or if you are not there at all, services may be shortened (no haircut or reduced brushing time) or may need to be rescheduled to keep the groomer on schedule. Full charges for scheduled services will still be required. If your groomer has to wait for you upon completion of the groom, the wait time will be considered part of the groom time, and could result in additional grooming charges.
• Once you build a relationship with your groomer, you may be interested in catching up with them prior to or after your pet’s groom. While we encourage strong relationships, please kindly be aware that your groomer has another appointment to get to, and although they would love to stay and chat, they cannot linger long because their next customer is awaiting their arrival.
• If you have scheduled multiple pets at one appointment, canceling the services of one or more of the pets at the door (or within 48 business hours) will result in a charge for the full cost of the scheduled services. We allot time in our schedule for your requested services and canceling in the moment results in our groomer and van missing out on an additional appointment that day.
• Late Cancelations within 48 business hours of appointment time may be billed $50. Please note that office hours are 8am-4pm Mon-Fri, and closed on the weekends. Monday appointments that need to be rescheduled must be communicated by appointment time the Thursday prior so we have enough time to fill the empty appointment. We have imposed this fee to cut down on frivolous cancellations because the replacement appointment for your cancellation is very specific in nature and cannot always be found with short notice. In order keep our business running efficiently, our vans have to work at capacity every day. Thank you for understanding and helping us with our scheduling and routing.
• On the flip side, your scheduled appointment with us may need to be moved to accommodate a groomer missing a shift due to illness, vacation and/or a family emergency, or due to a failure in our van or spa. We will give you ample notification if we know in advance, but cancellations day-of do happen and are out of our control. Please know that we are all disappointed when this happens. In the event of a dayof cancellation, we will notify you via text and get you rescheduled just as soon as we can. It will be tempting to ask us to pay you $50 for a cancellation, but it doesn’t work that way unfortunately. Please know that we will not frivolously cancel your appointment and we will work with you to get you rescheduled as soon as possible.

Miscellaneous

• We are not responsible for damages if fluids drip onto your driveway, or for hair/fur that may escape when the van door is opened.
• We do not pay vet bills for eye irritations, skin rashes, or broken skin due to scratching, licking, chewing, or pets that shiver/hide.
• For payment, we accept cash, checks made out to Aussie Pet Mobile, all major credit cards, and for Zelle payments use chicagowest@aussiepetmobile.com
• We do not refund groom fees. If you are not happy with your pet’s groom, please let us know within 48 hours and allow us to “make it right” in the future. By proceeding you agree to this process of resolution.
• Tipping your groomer is appreciated but totally at your discretion. Cash is appreciated.
• Rejected payments or failure to pay all charges due will result in additional fees and sent to collections.
• We will never share, sell, or distribute your personal information to anyone.
• Our groomers may take pictures and/or videos of the pets that they groom, and sometimes those are posted on social media accounts. We may use your pet’s name in conjunction with these photos and or videos.
• You are responsible for all required pet vaccinations and you assume all risks and consequences that might result if your pet is not fully vaccinated.

We know this is a lot of information, and you may have questions. Further clarification can be obtained by asking your groomer, calling customer care at 847-773-7378 or by logging on to www.petgroomerchicagowest.com.

Our goal is build a long-term relationship with you and your pet(s), so we want to start off on the right foot. Thank you so much for trusting the Aussie Pet Mobile Chicago Western Suburbs Team with your beloved pet!