Trust and Harmony Mobile Grooming, LLC
Policies and Client Terms of Service Agreement

            At Trust and Harmony Mobile Grooming, LLC, I am committed to providing a safe, stress-free, and humane grooming experience for every dog in my care.  To ensure the best experience for both you and your pet, I have established a set of policies that outline my commitment to professionalism, safety, and client satisfaction.

Position Statement on Humane Dog Care

            As a Fear Free Certified Professional Groomer, I use force-free and stress reducing grooming methods.  This means:

• I will never use force or restraint beyond what is necessary for safety, nor utilize any techniques that cause fear or discomfort.  I use only positive reinforcement methods designed to work “with” your dog, not “on” your dog.
• If a dog is highly anxious or showing signs of extreme stress, I will adjust my approach to satisfy the individual dog’s needs, or I may stop the grooming session that day, for the benefit of the dog’s well-being.
• Services will be tailored to your dog’s comfort level, which for highly anxious or excitable dogs may mean multiple shorter sessions to build your dog’s confidence and comfort.
• Client Expectation:  While I will do my best to complete a full groom, or the entirety of what the session set out to accomplish, aesthetic outcomes may be adjusted based on your dog’s tolerance.  Your pet’s emotional and physical well-being always comes first.

Safety Policy

            Your dog’s safety is my highest priority, both physically and emotionally.  Because I use sharp tools, I must be attentive to preventing injuries.   If at any time your dog shows signs of being uncomfortable, anxious, scared, aggressive, agitated, or even overly excited, I will modify the grooming process to accommodate your dog’s needs.  I can do this by pausing the grooming to give your dog a break, adjusting my approach to meet your dog’s unique needs, or simply slowing down, all of which will help your dog return to a calm and comfortable state. 

            At my discretion, if I determine at any point during a grooming session that it cannot be completed safely without causing injury or undue stress to your dog or myself, I will stop the grooming session and contact you to discuss alternative options. Dogs who are uncomfortable with grooming may not achieve a perfect groom in a single session. Shorter, more frequent visits can help your dog gradually become more comfortable with grooming, leading to better results over time. Please note, if your dog’s behavior prevents completion of the expected service, you will be charged only for the time spent working with your dog or the minimum trip fee.

            Dogs with health concerns (heart disease, seizures, etc.) must be cleared for grooming by a veterinarian before an appointment can be scheduled.  While in my care, if your dog experiences a medical emergency, I will stop the groom and immediately contact you.

            A safe, positive, and comfortable grooming experience is my goal. Through cooperative care, I work patiently at your dog’s pace—honoring their learning curve and comfort level—to build trust and confidence. Over time, this helps your dog become a willing participant in the grooming process, without force or pressure, resulting in calm, cooperative grooming throughout their life.

 Dangerous or Aggressive Dogs – Refusal of Service

            You must disclose prior to receiving any services, whether your pet has ever bitten someone or has shown any aggressive tendencies.  You must disclose if your pet has a history of ever biting a groomer.  Trust and Harmony Mobile Grooming, LLC has the right to refuse services to any dog whose behavior during grooming poses a threat to the groomer or to the safety of the dog itself.  In the event your pet is too stressed or becomes dangerous to groom, Trust and Harmony Mobile Grooming, LLC has the right to stop grooming services, or cancel grooming services at any time before, during, or after grooming; the client will be charged for services rendered up to that point. The client is fully liable for any damages to my person or property and any consequential damages caused by the pet. 

Veterinarian Authorization/Medical Emergencies

            In the event of an emergency in your absence, you authorize Trust and Harmony Mobile Grooming, LLC to contact your veterinarian, or the nearest veterinarian, and you authorize said veterinarian to treat your dog, as necessary, at your sole expense.

Accidents

            At Trust and Harmony Mobile Grooming, LLC, I take every precaution to ensure the safety of your dog during the grooming process.  Although accidents are rare, there is always a risk when grooming animals.  Dogs can wiggle or move at inopportune moments.  Grooming equipment is sharp, and it is possible your dog could incur an injury including cuts, nicks, scratches, quicking of nails, etc.  In the event of an accident, I will promptly assess the situation, provide First Aid if necessary, contact you, and take steps to minimize any discomfort or further injury to your pet. Any accidents will be reported to you upon pickup.

            Please note I cannot be held responsible for pre-existing conditions or issues that may be aggravated during the grooming process.

            In the rare event of a more serious accident or injury, I will contact you immediately to discuss the situation and make appropriate arrangements, which may include seeking veterinary care.  I carry liability insurance to provide additional protection for my clients and their dogs in the unlikely event of a significant incident or injury.

Vaccination Requirements

            For the health and safety of all dogs, and according to Massachusetts General Laws, Chapter 140, Section 145B, (a), all dogs 6 months of age or older must be vaccinated against rabies.  I require proof of up-to-date Rabies vaccinations for all dogs in my care.

          I also require your dog to be vaccinated against Distemper/Parvo (DHPP, DA2PP, or DAPP) and Bordetella (Kennel Cough). 

          Bordetella (commonly referred to as Kennel cough) is a respiratory condition spread by direct contact between pets or surfaces and is highly contagious.  Puppies, elderly, and infirm dogs are at higher risk for complications. At Trust and Harmony Mobile Grooming, I already follow stringent cleaning and sanitizing procedures between every single dog. This includes disinfecting all tools, equipment, and surfaces to maintain a safe and hygienic environment for every client.

          However, when a dog is not vaccinated against Bordetella, a more extensive, whole-van disinfection process is required. This “overhaul disinfection” goes beyond my standard cleaning and involves treating every surface and air-exposed area inside the grooming unit to reduce the risk of airborne and surface transmission to the next pet.

          Because this process takes approximately one hour to complete — time when I cannot be grooming another dog — a $50 disinfection fee will be applied to your appointment.  You will also be required to sign an additional release form acknowledging your choice.

          Keeping your dog current with their immunizations will help to prevent the spread of Bordetella and/or diminish the severity of infection in your dog.  With the requirement that all dogs be vaccinated against Bordetella, if a dog should become infected, all treatment and associated costs shall be the dog owner’s sole responsibility.

            Puppies must have had their second round of vaccinations, and their veterinarian’s approval, before their first grooming session.  Their initial vaccinations are crucial in protecting puppies against common diseases and ensuring their overall health and safety during grooming procedures.

Respiratory Symptoms and Rescheduling

            If your dog is coughing, sneezing, having nasal discharge, or any signs of a respiratory infection, please reschedule your appointment.  This protects not only your dog, but all the dogs in my care.

            Dogs must be symptom-free for at least 10 days before their next appointment.

Mobile Grooming Appointment Arrival-Time Window

            Due to the nature of mobile grooming, appointments are booked within a scheduled window of arrival, typically one hour.  When booking, I will provide you with an estimated arrival time, and aim to arrive as close to the scheduled time as possible.  On the day of the appointment, I will send a notification when I am on my way, with the exact arrival time.

            In the event of unforeseen circumstances or delays that may affect my arrival time (traffic, weather, extra time spent with an older, younger, or difficult dog, or mechanical disruptions), I will proactively reach out to keep you informed.  The dog’s safety will never be compromised by rushing to meet a schedule. 

            Rest assured that I value your time and will make every effort to minimize any inconvenience caused by unexpected delays.

Severe Weather and Van Maintenance rescheduling

            In cases of severe weather (snow, ice, extreme heat or cold), appointments may need to be rescheduled for safety.

            If my mobile grooming van experiences unexpected mechanical issues, I will notify you as soon as possible to reschedule.

            In the event of any unforeseen circumstances or delays, I will proactively reach out to keep you informed.  Rest assured that I value your time and will make every effort to minimize any inconvenience.  Your flexibility and understanding are appreciated.

Cancellations and No-Shows

            Cancellations require a 48-hour notice to avoid a cancellation fee.  Appointment slots are scheduled intentionally for specific areas and on specific days.  For cancellations within 48-hours 50% of the grooming fee for the originally scheduled service may be charged. Cancellations within 24-hours are subject to the full grooming fee.  The cancellation fee must be paid in full before a rescheduled appointment will be made.

            I understand that emergencies and unforeseen circumstances can occur.  If you have a genuine emergency that prevents you from canceling prior to the 48-hour timeframe, please contact me as soon as possible to discuss the situation.  I will handle such cases on a case-by-case basis.

            No Shows  In the event of my arrival and you are not home, I will wait a maximum of 15 minutes for the owner’s arrival.  If the owner fails to show up or provide notice within this time frame, the appointment will be considered a no show.  To avoid being marked as a no show, please notify me as soon as possible if you’re running late or need to reschedule.  No show appointments will incur a fee equivalent to the full grooming fee.  I understand emergencies happen, so exceptions may be made on a case-by-case basis.  Thank you for your cooperation in maintaining a smooth grooming schedule.

Returned Checks

            All  grooming fees are due and payable at the time of service.  Returned checks for insufficient funds will be subject to a returned check fee of $50, plus any bank fees​​.  Any and all collection costs are the responsibility of the check writer/ signer.

 Photo and Video Release

            I love sharing pictures of your dogs!  By agreeing to the Policies and Client Terms of Service Agreement, you authorize Trust and Harmony Mobile Grooming, LLC to take and use photos and videos of your dog for our files, the company website, our Google business page, social media, and marketing.

            All photos taken are the property of Trust and Harmony Mobile Grooming, LLC.

            You hereby grant full permission to Trust and Harmony Mobile Grooming, LLC to use any photographs or videos of your dog for client files, the company website, our Google business page, social media pages, and marketing.

Acknowledgment of Risks: Senior & Health-Compromised Dogs 

            Grooming can be physically demanding, and senior dogs or those with health conditions (heart disease, history of seizures, arthritis, etc.) may be at increased risk.  I use gentle handling and frequent breaks, but there is still a risk of stress-related reactions or injuries. Grooming can also expose a hidden medical problem or aggravate a current one during or after the groom.  If I believe grooming poses too much risk, I may modify or decline services.

            Post-Surgery Policy: Dogs who have undergone surgery, including spay or neuter procedures, must wait a minimum of two full weeks and/or receive veterinarian approval before being groomed. It is the owner’s responsibility to inform me of any recent surgeries and to obtain confirmation from your veterinarian that grooming is safe to proceed.

            Clients must disclose any preexisting (past or current) medical conditions and surgeries before grooming services, and clients must acknowledge that grooming poses inherent risks to any pet, especially fragile pets.

            In the best interest of your dog, this form will give Trust and Harmony Mobile Grooming, LLC permission to obtain immediate veterinary treatment for your pet should it be deemed necessary.  I will do my best to contact you first, then take your pet to your authorized veterinarian or, if the veterinarian is not readily available and/or is deemed too far away, Trust and Harmony Mobile Grooming, LLC is authorized to use a veterinarian of it’s choice. All veterinarian costs and expenses incurred will be the responsibility of the dog’s owner.

            I have notified Trust and Harmony Mobile Grooming, LLC of any preexisting medical conditions my pet may have prior to receiving grooming services.  I understand it is at my own risk to commence services.  I will not hold Trust and Harmony Mobile Grooming, LLC liable for injury or death as a result of age, or medical conditions of my dog.

Acknowledgment of Risks: Matted Dogs

            Sometimes pets are subject to various levels of knots, tangles and matting.  To check for mats at home, run a fine-tooth metal comb through your dog’s coat from the skin all the way through to the ends of the hair, and throughout your dog’s entire coat.  If the comb passes cleanly, your dog is likely mat-free.  If it catches or snags at any point, mats or tangles are present. 

Mild Matting: 

            If matting is minor, I may attempt gentle dematting.  However, if at any time it becomes unsafe for your dog or myself, or if your dog becomes uncomfortable or stressed, I will stop. Even mild matting can be painful and cause emotional distress, as removing tangles requires pulling and tugging on the hair.  Dematting is done at the groomer’s discretion only.

            At Trust and Harmony Mobile Grooming, LLC, I will always prioritize your dog’s health and comfort over vanity or a stylized haircut.  Prevention is the best solution.

 Please note:

1. Mild dematting increases the duration of the session, as I must proceed slowly and carefully to maintain safety and your dog’s comfort.
2. A $3/minute fee will be added for any time spent dematting, in addition to the cost of the originally scheduled grooming.

Severe Matting:

            If your dog’s coat is severely or excessively matted, I follow a zero de-matting policy. This means I will not attempt to brush or comb out the mats, as doing so is painful, unsafe, and inhumane. In these cases, the most humane and comfortable option is a complete shave-down.  I will carefully assess your dog’s condition upon arrival and clearly communicate the grooming plan and any cost adjustments before proceeding.

If your dog is excessively matted, you will have three options:

1. Reschedule your appointment – If you desire to retain enough hair for a longer haircut style, you may attempt to brush and comb your pet thoroughly prior to a new appointment.  Matt-free definition: a fine-tooth comb must be able to pass freely through all areas of the coat, from the skin to the ends.  If the session is canceled due to undisclosed matting upon arrival or any time during the appointment, a trip fee of $50 still applies.  Please disclose, prior to my arrival, if your dog has any matting to avoid the trip fee.
2. Proceed with a shave-down – You may approve a complete shave-down to remove all matting.  Complete coat removal will dramatically change your dog’s appearance.  A revised cost will be provided and agreed upon before beginning.  You must also sign a Matted Dog Release Form, acknowledging the potential risks of removing a matted and/or pelted coat and releasing Trust and Harmony Mobile Grooming, LLC from liability.
3. Decline service – For undisclosed severe matting, if you do not agree with my recommended humane approach, you may decline services.  The appointment will be canceled, and a $50 minimum payment is required to compensate for time lost.

       Please Note:
       Clients who proceed with a shave-down due to matting and wish to rebook future appointments must commit to a regular 4-6 week grooming schedule. Failure to follow the recommended schedule will result in termination of the groomer-client relationship.

Prevention: To help prevent future matting, I may recommend one or more of the following:

1. Properly brush your dog’s coat between sessions.  (Which I’m happy to teach you.)
2. Schedule more frequent appointments.
3. A combination of the above two options along with specialty product upgrades specific to your dog’s coat, if you desire to keep a longer length style.
4. Opting for a shorter, more manageable haircut suited to your dog’s coat type and lifestyle.

Fleas and Ticks

            I strive to maintain a clean and pest-free environment for the well-being of all pets in my care.  I strongly encourage you to keep your dog current on a flea & tick preventative product that you and your veterinarian determine is best suited for your dog’s needs.  I will not accept dogs with a known flea or tick infestation.  I do not perform services for flea baths/flea dips nor do I apply flea prevention.  If I discover the presence of fleas, I will immediately administer a flea bath at your expense of $50 in addition to your grooming service charge, which covers the additional product, as well as a full cleaning and disinfection of the mobile unit, and the time lost in doing so. 

            Please note:  The flea shampoo will kill the fleas that are currently on your dog, but this is not a preventative measure.  Your pet will not be protected from reinfestation of fleas and flea eggs that may still be present in your home or the pet’s living and sleeping areas.  Reinfestation is likely to occur, without consistent use of preventative treatment for your dog and without treating your living spaces, in order to eliminate the problem.  Please contact your veterinarian for the best options for flea prevention in the future.

            Removal of ticks will be performed if it is determined safe to do so, but dogs with an excessive number of ticks will be referred to their veterinarian before the next scheduled grooming appointment.

First Visit and Latch-Key Service

            For the first visit, I require the pet owner to be present to facilitate my meet and greet with you and your pet.  This initial interaction helps build trust and allows me to understand the specific needs and preferences of your pet.  It also gives me a chance to assess your dog’s coat and to notice any difficulties that might not have been apparent to you.  I can then determine the best plan for your dog’s grooming needs and relay this plan to you.

            After the first visit, you must appoint an authorized handler to be present for both handing your dog over and receiving them back whenever you cannot be home. Please provide your appointed contact’s name and phone number.

                  Pets with an established good relationship, on a regular schedule, and with at least 3 grooms on record with Trust and Harmony Mobile Grooming, LLC may be eligible for latch key service.  Please email inquires for more information.

Anal Glands, Nails, and Ears

            I do NOT offer anal gland expression, as this is considered a medical procedure, and necessity should be decided by and performed by a licensed veterinarian.

            I do NOT offer ear plucking as the American Veterinarian Medical Association (AVMA) has advised that plucking should only be done if there is an ear problem, and should be seen and treated by a licensed veterinarian.  I do trim hair around, and flush with, the opening of the ear with scissors/clippers to keep hair from building up with wax and knotting inside the ear.

            *Nail trimming and ear cleaning are included with regular grooming services.

 Satisfaction Guarantee

            I am committed to your satisfaction.  If you’re not happy with my grooming service, let me know within 2 days.  I will make it right with a complimentary follow-up visit or appropriate resolution.  Your feedback is important to me, and I strive to exceed your expectations.

Confidentiality and Privacy Policy

            I prioritize the confidentiality and privacy of my clients.  I assure you that your personal information, including contact details and pet-related data, will be securely handled and not shared with third parties without your consent.  I employ industry-standard measures to protect your data and comply with applicable privacy laws.

Release

            This Terms of Service agreement will cover all dogs that you currently own and any you may own in the future.

            I reserve the right to refuse service to any pet or client for any reason and at any time.

            By signing you agree that you have read and understand the terms of service for Trust and Harmony Mobile Grooming, LLC.  You hereby release Trust and Harmony Mobile Grooming, LLC and all associated parties from any and all liabilities or damages you or your pet incur while in my care.

            I understand and agree to the above Terms of Service for the grooming and maintenance services of my dog(s) and, in consideration of said services of Trust and Harmony Mobile Grooming, LLC, I agree to save and hold harmless Trust and Harmony Mobile Grooming, LLC and its owners, operators, employees, officers, and directors from any damage, loss or claims arising from the services provided by Trust and Harmony Mobile Grooming, LLC. These damages, losses or claims include but are not limited to special services, veterinarian services, care-taking, and/or transportation. I authorize Trust and Harmony Mobile Grooming, LLC to act as my agent in the event emergency veterinarian services, care-taking and/or transportation is necessary and I hereby agree to pay all costs in full. In no event shall Trust and Harmony Mobile Grooming, LLC be liable for more than the cost of services provided and paid for by the client.