SERVICE TERMS, CONDITIONS OF WAIVER & LIABILITY
PetPass Mobile Grooming, (also hereafter, “PPMG”) employs professionals who are the most caring and proficient in their field. We invest in the most modern, quiet and delicate equipment available and assure you that while in our care, your pet will be afforded the most safe and pleasant experience possible. Safety, both for our practitioners and pets, is our highest priority.
All new-client puppies and/or kittens will require proof of current early-stage vaccinations. Adult/senior dogs must have current Rabies vaccinations. Hard copies of vaccination records can be provided to the tech upon our initial service visit, or digital copies can be submitted in advance via fax (to: 310-808-6312) or via scan/email to:
Dangerous or Aggressive Animals- Right of Refusal of Services
PPMG maintains the right to refuse services at any time. In the event that your animal is considered overly stressed, experiences escalated agitation prior to or once service is commenced, or deemed dangerous in any way to undergo grooming or other services, PPMG reserves the right to: (i) refuse grooming services; (ii) stop/cease grooming services; (iii) or cancel grooming services, at any time. In the event actions on behalf of the pet owner, such as untreated medical concerns, failure to cancel in advance due to animal illness or injury, etc. are considered in the sole discretion of our staff to be complicit in anyway to the animal’s disposition preventing service, pet owner agrees to pay full services for the visit. No-Fault animal behavioral scenarios resulting in ceasing of service will be charged at partial rate giving consideration to what portion of the service was able to be completed prior to ceasing service.
We work tirelessly to serve our clients when and where it is most convenient to them. Due to the logistics of planning for travel time and advance routing that enables our service to function properly, last minute cancelations leave costly empty slot(s) in the schedule that could have been used by another customer. Cancellations or rescheduling should be done at least 48 hours in advance and failure to do so shall result in a $75.00 cancellation fee charged to your credit card on-file, or invoiced to your account. Acceptance of these terms includes your authorization to post cancelation fees when cancelations occur without appropriately in advance.
No-Call / No-Show
PetPass does perform Latch Key services, wherein the pet owner is not required to be present to hand-off the pet at commencement or receive the pet following completion of services. If an appointment is NOT booked as a Latch Key service, it is expected that the client will be present and ready to hand-off the pet at the scheduled time. If the client is not present at the scheduled location at the scheduled time, and has not made contact with us, PetPass will extend a 15 minute waiting period before departing. Once our scheduled vehicle has left the address, we will not return on the same day and the client will incur the full charge for all scheduled services.
Latch Key Service
PetPass does perform Latch Key services, wherein the pet owner is not required to be present to hand-off the pet at commencement or receive the pet following completion of services. This requires us to enter your premises to collect your pet for grooming and return the pet following service. We take every precaution to prevent any incidents to do with your premises and your property (including use of disposable medical shoe covers to protect your floors and carpets). While we will follow all instructions provided pertaining to the entry and securing of the premises, PetPass accepts no responsibility for and will not be liable for any loss or damage that may occur to your property, including but not limited to your pets leash, collar, harness, toy(s), or other items, theft of any property, or loss of personal possessions. All latch key services must be paid in-full prior to service.
Entry Keys / Access Codes Policy
Regarding Latch Key clients, all reasonable efforts will be made to protect customer keys and access codes to alarm systems, garage door openers or other entry devices entrusted to PetPass Mobile Grooming. No duplicates will ever be made of keys and any entry device will be returned upon the written request of the client to PetPass Mobile Grooming. No keys or access codes will be labeled with the client name or address, and instead are cataloged and identified using a client code only PetPass Mobile Grooming can reference. Entry devices are centrally secured and any PetPass Mobile Grooming vehicle will only have entry devices onboard relevant for appointments scheduled that day.
PetPass operates on appointment times, NOT 4-hour windows that would diminish the convenience of our service. We’re in business to make caring for your pet(s) easy and we strive to arrive in advance of your scheduled appointment time. There are, however, instances (traffic, mechanical matters, etc.) beyond our control, and we thereby ask you to afford us +15minutes following your scheduled appointment time before considering us late. We take our schedule and your time quite seriously, and will always communicate clearly if any deviation is to occur from our expected time of arrival.
PetPass operates self-contained vehicles that produce independent electricity. In the rare occasion that an equipment failure occurs during service, in order to complete service, an extension cord can be plugged in to a standard outlet in/outside the client’s home. The client/pet owner hereby gives permission to plug-in, and affirms their authority to grant this access. No discount, refund or reimbursement shall be made from PetPass to the client, and PetPass shall not be responsible for any expense(s) associated with use of shoreline electric, nor is PetPass responsible for any damage(s) that shall be deemed to have originated from plugging-in. PetPass shall ensure cords are visible and marked and not a hazard to pedestrians.
Payment, as well as application of any credits, gift card(s), discount(s) or promotional offers, is taken at time of booking, either online or via telephone. PetPass technicians DO NOT CARRY CASH onboard and are not required to make change. We accept all major credit cards and PayPal™. And, and in some instances will accept cash or checks if special arrangements have been discussed.
When scheduling service, you agree to our amending your booking fees to properly represent the services rendered, and to reflect any add-on services or retail products ordered in the field during the service call. If the datapoints we utilize to generate pricing options (such as size of the pet and/or their type of coat) were not accurately selected when ordering online, or not accurately represented over the phone, our field service technician will amend the client record, along with pricing to properly reflect the size, breed and services for your pet. In some instances, a separate transaction may be required if we are, for any reason, unable to access and/or amend your initial payment. Gratuities for services selected as a percentage, will be scaled up or down in accordance with any amendments.
We are proud of our team and the exceptional level of care, concern, skills and professionalism they bring to our clients, and their pets. We select, train and offer to you only the very best people in the industry. As such, we encourage our clients to show their appreciation for the truly personal care your pet receives by adding a gratuity for staff when booking services. Gratuities are in no way required, but will most sincerely be appreciated. Gratuities can be conveniently added to online bookings with a single click (or verbally re: phone orders) and will be incorporated into a single charge for service. Since PPMG is a primarily cashless company, gratuities provided to staff in cash will not be recorded, no receipts for cash gratuities shall be issued by the company, and we are in no way responsible for any such gratuities being properly reported as personal income. No refunds of gratuities shall be issued by PPMG for any reason at any time. Any discount or promo code shall apply only to the pre-tax sub-total of goods and services, excluding gratuities.
Refunds will be returned to the same card or source that payment was made from and may take 5-10 business days to process.
Gift Certificates, Gift Cards & Promo Codes
Gift Certificates, Gift Cards and Promo Codes are issued and managed by PPMG-Nassau, LLC (“Issuer”). Gift Certificates, Gift Cards and Promo Codes, as well as any Allowances, in addition to unused balances, are not redeemable for cash and cannot be returned for a cash refund (except as required by law); exchanged; resold; used to purchase Gifts, Gift Certificates, or Gift Cards or Promo Codes; used to provide Allowances; used for purchases on the PetPass Online Store; or used as applied payment for retail Point-of-Sale items sold in-the-field on PetPass vehicles. Unused balances are not transferable. Gift Certificates, Gift Cards and Promo Codes and Allowances purchased in the United States may be redeemed through the Services only in the United States, its territories, and possessions.
The Gift Certificate/Gift Card/Promo Code cash value is 1/10 of one cent.
Neither Issuer nor PetPass is responsible for lost or stolen Gift Certificates, Gift Cards, Promo Codes, or Allowances. Risk of loss and title for Gift Certificates, Gift Cards and Promo Codes, and Allowances transmitted electronically pass to the purchaser in Virginia upon electronic transmission to the recipient. Risk of loss and title for Content Codes transmitted electronically pass in California upon electronic transmission from PetPass; for avoidance of doubt, such recipient may not always be you.
PetPass reserves the right to close accounts and request alternative forms of payment if a Gift Certificate, Gift Card, Promo Code or Allowance is fraudulently obtained or used on the Service.
PETPASS MOBILE GROOMING, ISSUER, AND THEIR LICENSEES, AFFILIATES, AND LICENSORS MAKE NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO GIFT CERTIFICATES, GIFT CARDS, PROMO CODES OR ALLOWANCES, OR THE PETPASS ONLINE STORE, INCLUDING, WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. IN THE EVENT THAT A GIFT CERTIFICATE, GIFT CARD, PROMO CODE OR ALLOWANCE IS NONFUNCTIONAL, YOUR SOLE REMEDY, AND OUR SOLE LIABILITY, SHALL BE THE REPLACEMENT OF SUCH GIFT CERTIFICATE, GIFT CARD, PROMO CODE OR ALLOWANCE. THESE LIMITATIONS MAY NOT APPLY TO YOU. CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MAY ALSO HAVE ADDITIONAL RIGHTS.
Gifts purchased from PetPass (such as Gift Certificates, Gift Cards or Unique Promo Codes) may be purchased only for, and redeemed only by, persons in the United States, its territories, and possessions where PetPass Mobile Grooming, its affiliates or franchisees actively operate and offer services. An area can be checked for service offerings on the PetPass Mobile Grooming website by entering the postal zip code. Gifts shall not be refundable based on your failure to check if we currently offer services in a required area.
Pre-Orders / aka: Synchronized Service
By pre-ordering products, you are authorizing the PetPass Mobile Grooming to automatically charge your account and arrange delivery of the product when next service is scheduled. You may cancel your pre-order or Synchronized Service retail order prior to the time the service is scheduled.
Your satisfaction is important to us. If you are unhappy for any reason, SPEAK UP! We’re in business to serve you and get your pet looking how you like. If you would like something touched-up, or adjusted, a little shorter around the face, or less Poof on the tail, we will be happy to fine tune as needed. Just let us know when we return your pet. After the day of the appointment, any return visit will be treated as a new appointment and carry standard fees.
This release authorizes PetPass Mobile Grooming to take photos of your pet for our client records or for the company website/social media pages. All photos taken are the property of PetPass Mobile Grooming, but can be shared with you as well. You authorize us to create, edit, manipulate, collage, transmit and use in perpetuity any image we capture of your pet without any credit or identification of the pet by name or owner required. We will be happy to remove any photos from our website/social media pages at your request in writing if you are displeased with an image for any reason. We strive to only show your pet looking their best.
In most instances, severely matted coats can only be properly restored by fully shaving down the animal. When feasible, we work to de-mat and/or brush-out matted coats, if the brush-out can be administered without creating anxiety, pain or suffering for the animal. A supplemental charge may be incurred for excess time spent attempting to salvage a coat via brush-out. When possible, we will consult the pet owner prior to undertaking this procedure and/or a full shave down, however, regardless of the groomer’s ability to reach the pet owner for consultation, should the animal’s condition warrant this approach in the solitary discretion of the groomer, the pet owner expressly agrees to said dematting, additional charges for time, and the short-shave-down required to remedy the condition.
Matted coats can cause a variety of skin and health problems. Matted fur does not allow for air circulation to the skin causing hot spots, bacterial and fungal infections. Fleas, tickets, maggots, and/or other parasites may be lurking in the coat additionally fueling skin infections. Matted fur also pulls and binds, causing pain to your pet when they move by stretching a matted area or when laying on matted areas. The skin beneath the matted area is commonly found to be raw and inflamed. Matted coats will not dry properly and can lead to rotting fur and skin.
If due to matting your pet’s hair needs to be shaved extremely short, once shaved the skin is often revealed to be irritated or with sores due to the matting, wet undercoat, and/or dirty undercoat. The process required to remedy an animal taken in the aforementioned condition or an animal that has received infrequent grooming to maintain overall skin and coat health may be longer than any initial service quote or online quote, and you hereby agree to any increase in charges accordingly. The treatment can, in some instances, be stressful and/or painful for the animal and more than 1 grooming session may be required to fully correct the condition.
It is highly likely that your pet’s skin will become irritated during the clipping process. We use a medicated shampoo to help sooth any irritation that may occur. The matted hair rests tightly against the skin and the only way to remove it is to use a short blade clip between the skin and mats. It is possible due to the groomer needing to work so closely to the skin to remove the matted coat that your dog may incur minor nicks, cuts and/or clipper burn. Our groomers are very careful but the possibility of minor injury does exist and it is important that you fully understand any and all risks. Your acceptance of these terms/conditions shall expressly acknowledge your understanding of the aforementioned risks and serve to authorize PetPass Mobile Grooming to proceed with de-matting processes as seen fit by our grooming technician(s).You agree to fully release PetPass Mobile Grooming and our staff individually from any liability associated with the de-matting process and/or any/all medical problems that may be uncovered and/or occur during the stripping and de-matting process.Should my pet need veterinarian care after or during this process, I agree to pay any and all veterinarian fees.
Grooming can be stressful and strenuous on elderly animals. Every effort is made to ensure the experience is as pleasant as possible, but you hereby acknowledge that grooming procedures can exacerbate health problems, and increase risk of injury with elderly or health-compromised animals. PetPass takes every precaution to ensure the safety of animals in its procedures, and thereby will accept no responsibility whatsoever for any minor injury that might occur when handling fragile, elderly animals.
Medical Incidents / Veterinary Help
If ill or injured, PetPass Mobile Grooming has permission to call, seek advice from and/or transport your pet to an animal hospital or veterinarian facility. If urgent, this action may be taken without notifying you or seeking your consent/approval. Full disclosure is to be made to client when timing is appropriate and urgency is subsided. When possible, we will seek assistance from your pet’s primary vet practitioner, using contact information provided by you, however, in the sole discretion of our grooming technician, an animal hospital or veterinary practice may be selected other than your practitioner. Any/all veterinary expenses are expressly agreed to be the sole responsibility of the client/pet owner, unless the injury is a direct result of negligence by PetPass Mobile Grooming while the pet was in our care.
PetPass Mobile Grooming will not be held responsible for any sickness, injury or death caused by the pet to itself during it’s grooming session from pre-existing health conditions, natural disasters, or any illness a pet acquires due to missing or expired vaccines. PetPass Mobile Grooming will not be held responsible for clipper burn, minor nicks or cuts, or irritation resulting from grooming of matted, neglected coats, or mild-to-severe skin allergies (including ears). In the event that your pet displays any aggressive behaviors, the groomer reserves the right to use a muzzle or an Elizabethan collar to protect themselves from injury. PetPass Mobile Grooming must be notified of any claims by pet owner regarding compensation for veterinary care given as a result of alleged negligence on our part within 48 hours of the scheduled time of the grooming appointment. In the event we dispute the claim, PetPass Mobile Grooming and/or our consel shall be afforded consultation with the vet, the pet owner consents to the pet being evaluated by an additional vet to create a second opinion, and this is agreed to be undertaken prior to any settlement. PetPass Mobile Grooming reserves the right to charge additional fees for services we consider over and above ordinary-and-customary, including but not limited to: severe aggression, bad coat condition, excessive parasite infestations, owner neglect, etc.
By either signing this release in person, or by completing an online scheduling request and placing an order for services on our website, wherein you have clicked to accept these terms as a condition to complete your transaction, you are agreeing that you have reviewed this Service Contract for accuracy, and that you understand the contents of this contract. You affirm that you are the rightful legal owner of the pet(s) for which services are being rendered. Upon agreeing to this contract once, you accept that this contract and its terms and conditions shall stay in full force and effect in perpetuity until canceled by either party in writing to the other. You authorize PetPass Mobile Grooming to accept telephone and/or email reservations for service without additional signed contracts or written authorization. You understand that pricing is subject to change.