Our Promise & Policies
At Pawnails Grooming & Kennels, your dog's safety, comfort, health, and happiness are at the heart of everything we do. Whether your pet is visiting us for grooming, daycare, or an overnight stay, we are committed to providing a clean, safe, structured, and loving environment where every dog is cared for as if they were our own.
We understand that trusting someone else with your pet is a big decision. That's why we've created policies that are not only designed to protect our business, but more importantly, to protect every pet in our care. Clear expectations allow us to provide consistent, high-quality care while ensuring every client understands how we operate and why.
Although we take every reasonable precaution to maintain a safe environment, dogs are living animals and, like people, can be unpredictable. Unexpected illnesses, injuries, behavioral changes, accidents, and emergencies can occur despite proper supervision and preventative measures.
This agreement outlines what you can expect from Pawnails Grooming & Kennels, what we ask of you as a pet owner, and the responsibilities both parties accept while your pet is in our care.
By scheduling, checking in, or utilizing any service provided by Pawnails Grooming & Kennels, you acknowledge that you have read, understand, and agree to the following policies.
General Policies
Vaccination Requirements
For the health and protection of every dog in our facility, all dogs must be current on the following vaccinations before participating in grooming, daycare, or boarding services:
Rabies
DA2PP (Distemper/Parvo)
Bordetella (Kennel Cough)
This policy is non-negotiable.
Our goal is to provide a safe and healthy environment for every pet entrusted to our care. No pet owner wants their dog exposed to preventable illnesses, and these vaccination requirements help reduce that risk for every dog who walks through our doors.
It is the owner's responsibility to ensure that current vaccination records are on file with Pawnails Grooming & Kennels before their scheduled appointment or boarding stay. We are happy to contact your veterinarian on your behalf to obtain records if needed; however, obtaining records is ultimately the owner's responsibility, and records must be received before services can begin.
If current vaccination records have not been provided by the time of your appointment, we will make reasonable efforts to obtain them from your veterinarian. If we are unable to verify vaccinations before your scheduled service, your appointment may be delayed, canceled, or rescheduled. We reserve the right to verify vaccination records directly with your veterinarian at any time.
Please understand that when an appointment is reserved, that time has been set aside specifically for your pet. If we are unable to perform the scheduled service because vaccination records were not provided or cannot be verified, the reserved appointment time has still been lost. Appointments that cannot be completed due to missing or unverifiable vaccination records may be subject to our cancellation or no-show fee. To avoid delays or additional charges, we strongly encourage clients to submit vaccination records before their appointment whenever possible.
Health, Medical History & Behavioral Disclosure
The safety of your pet, our staff, and every other dog in our care depends on honest and complete communication. Owners are responsible for providing accurate and up-to-date information regarding their dog's health, medical history, and behavior before every grooming, daycare, or boarding visit.
Please inform us of any condition that may affect your pet's care, including but not limited to:
Allergies or sensitivities
Current or recent illnesses
Medications or supplements
Recent surgeries or injuries
Seizures or neurological conditions
Heart conditions
Mobility limitations or arthritis
Blindness or hearing impairment
Pregnancy or being in heat
Anxiety, fear, or nervousness
Escape tendencies
Resource guarding
Aggression toward people or other animals
Bite history
Any behavior that may make handling or group play unsafe
Even information that may seem minor can significantly impact how we safely care for your pet. We would much rather know ahead of time so we can make accommodations than discover an issue during a service.
Failure to disclose known medical or behavioral concerns may place your pet, our staff, or other animals at unnecessary risk and may result in services being modified, discontinued, or refused without refund.
If your dog's health or behavior changes after an appointment has been scheduled but before their visit, it is your responsibility to notify us as soon as possible so we can determine whether it is safe and appropriate to proceed.
Pawnails Grooming & Kennels reserves the right to recommend an alternative service, private accommodations, split appointments, or veterinary clearance whenever we believe it is in the best interest of your pet's health, comfort, or safety.
Pregnancy
Pregnant dogs or dogs suspected to be pregnant may have services modified or refused if we believe grooming, daycare, or boarding could pose unnecessary risk to the mother or unborn puppies.
Senior, Anxious & Special Needs Pets
At Pawnails Grooming & Kennels, we understand that not every dog fits into a "one-size-fits-all" grooming or boarding experience. Some dogs are elderly, some have medical conditions, some have experienced trauma, and others simply become overwhelmed in unfamiliar environments. These dogs deserve patience, understanding, and individualized care—not force.
We proudly welcome senior dogs, puppies, rescue dogs, anxious dogs, and pets with special needs. We believe every dog deserves to be treated with compassion and respect, regardless of their age or temperament.
Our grooming philosophy is simple: Humanity Over Vanity.
Your dog's physical and emotional well-being will always come before achieving a perfect haircut. If at any point we believe continuing a groom would cause excessive stress, anxiety, fear, exhaustion, or place your pet at risk, we reserve the right to modify, postpone, or discontinue the service.Depending on your dog's individual needs, we may recommend:
A shorter grooming session
Multiple appointments instead of one long appointment
A comfort groom rather than a full groom
Additional breaks throughout the service
Private accommodations away from other dogs
Veterinary grooming if we believe sedation is the safest option
These recommendations are never made for our convenience. They are made because we believe they are in the best interest of your pet.
Owners acknowledge that senior pets and dogs with pre-existing medical conditions naturally have an increased risk of stress, fatigue, injury, or medical complications during grooming, daycare, or boarding, even when handled appropriately. While we take every reasonable precaution and provide individualized care, Pawnails Grooming & Kennels cannot be held responsible for complications related to age, underlying medical conditions, anxiety, or conditions that were present prior to your pet's visit.
Our promise is that we will always be honest with you. If we believe your dog would benefit from a different approach, we will communicate that with you rather than forcing them through an experience that is not in their best interest.
Emergency Veterinary Care
Your pet's health, safety, and well-being are our highest priorities while they are in our care. Although medical emergencies are uncommon, they can occur without warning. By leaving your pet with Pawnails Grooming & Kennels, you authorize us to act in your pet's best interest should an emergency arise.
If your pet becomes ill, injured, or experiences what we reasonably believe to be a medical emergency during grooming, daycare, or boarding, we will immediately make every reasonable effort to contact you using the primary phone number listed on your account.
If we are unable to reach you, we will then attempt to contact the emergency contact you have provided. It is the owner's responsibility to ensure that all contact information, including emergency contact information, is accurate and kept up to date. Pawnails Grooming & Kennels cannot be held responsible for delays resulting from incorrect or outdated contact information.
If we are unable to reach either you or your emergency contact, and we believe delaying treatment could place your pet's health, safety, or life at risk, you authorize Pawnails Grooming & Kennels to obtain veterinary care on your pet's behalf without additional authorization.
Whenever reasonably possible, we will transport your pet to your preferred veterinarian, provided they are open, available, and able to accept your pet. If your veterinarian is unavailable, closed, or immediate treatment is necessary, we may transport your pet to the nearest licensed veterinary clinic or emergency animal hospital.
This authorization includes, but is not limited to:
Emergency examinations
Diagnostic testing, including bloodwork and X-rays
Medications and pain management
Emergency procedures recommended by the attending veterinarian
Hospitalization
Transportation to and from the veterinary facility
Any treatment reasonably necessary to stabilize your pet or prevent unnecessary pain and suffering
Pawnails Grooming & Kennels will never knowingly authorize elective or unnecessary procedures. Any decisions made on your pet's behalf will be based solely on the recommendations of the attending veterinarian and what we reasonably believe to be in your pet's immediate best interest.
Owners understand and agree that they are solely responsible for all veterinary expenses, emergency examination fees, medications, hospitalization costs, transportation fees, after-hours emergency charges, and any other costs incurred as a result of veterinary treatment obtained on their pet's behalf.
While we sincerely hope this situation never occurs, we firmly believe that no pet should be denied or delayed potentially life-saving medical care because we were unable to immediately reach an owner. By using our services, you acknowledge and authorize Pawnails Grooming & Kennels to make these decisions when necessary to protect your pet's health and well-being.
Right to Refuse, Modify, or Discontinue Services
At Pawnails Grooming & Kennels, every decision we make is guided by one priority: the safety, health, and well-being of your pet, our staff, and every other animal in our care. While we strive to accommodate every dog, there are situations where continuing a service is simply not safe, appropriate, or in the pet's best interest.
Pawnails Grooming & Kennels reserves the right to refuse, modify, postpone, or discontinue any grooming, daycare, or boarding service at any time if we determine that doing so is necessary to protect your pet, our staff, other animals, or the safe operation of our facility.
This includes, but is not limited to, situations involving:
Aggressive or dangerous behavior toward staff or other animals.
Excessive fear, anxiety, or stress that makes it unsafe or inhumane to continue.
Medical concerns, illness, injury, or signs that your pet may require veterinary attention.
Undisclosed medical or behavioral conditions that affect your pet's safety or handling.
Parasites, contagious illnesses, or other health concerns that could place other pets at risk.
Failure to provide required vaccination records before services begin.
Repeated attempts to bite, escape, climb, chew through barriers, or otherwise create an unsafe environment.
Any circumstance in which our staff believes continuing the service could result in injury, unnecessary stress, or compromised welfare.
If a service must be shortened or discontinued for reasons beyond our control, owners remain responsible for payment for the portion of the service that has already been completed, as well as any additional handling, treatment, or care that was required prior to discontinuing the service.
Whenever possible, we will communicate our concerns with you and recommend the safest path forward. Depending on your dog's individual needs, we may recommend rescheduling, splitting services into multiple shorter appointments, private accommodations, veterinary clearance, or veterinary-assisted grooming if sedation is determined to be the safest option.
Our decisions are never made out of convenience, frustration, or because we simply don't want to do the work. They are made because we genuinely believe they are in the best interest of your dog. We understand that some dogs simply have bad days, become overwhelmed, or reach their limit, and we refuse to push them beyond that point simply to finish a haircut or complete a scheduled service.
Sometimes the kindest thing we can do is say, "Not today." We'd much rather stop, regroup, and create a better plan for your dog's next visit than force them through an experience that could damage their trust, compromise their safety, or create lasting fear of grooming or boarding.
Our goal isn't just to complete a service—it's to build a positive relationship with your dog that lasts for years to come.
Grooming Services
At Pawnails Grooming & Kennels, we believe grooming should be a positive experience built on patience, trust, and compassion. Every dog is different, and we tailor our approach to each individual pet rather than forcing every dog through the same grooming process.
Our goal is not simply to send home a beautiful haircut—it's to send home a dog that feels safe, respected, and cared for throughout the entire experience.
Humanity Over Vanity
Our philosophy is simple: Humanity Over Vanity.
Your dog's comfort, safety, and emotional well-being will always come before achieving a perfect haircut. While we always strive to meet your grooming requests, there are times when completing a groom exactly as requested is not in your dog's best interest.
If your dog becomes overly stressed, fearful, aggressive, exhausted, medically compromised, or unsafe to continue, we reserve the right to modify, shorten, or discontinue the groom at any time. This decision is made solely with your pet's welfare in mind and is never taken lightly.
In these situations, we may recommend scheduling multiple shorter appointments, adjusting the style requested, or referring your pet to a veterinarian for grooming under sedation if we believe that is the safest option.
Matting Policy
A healthy coat should be brushed and maintained regularly to prevent matting. Mats are much more than simple tangles—they form when hair becomes tightly compacted against the skin, restricting airflow, trapping moisture, dirt, debris, and bacteria, and often causing significant discomfort to your dog.
Severely matted coats can conceal a variety of underlying issues that may not be visible until the coat is removed, including:
Skin irritation or redness
Hot spots
Open sores or wounds
Bruising
Moisture-related skin infections
Parasites such as fleas or ticks
Lumps, bumps, growths, or other medical concerns
Because these conditions are hidden beneath the coat, they are often discovered only after the mats have been removed. Pawnails Grooming & Kennels cannot be held responsible for skin conditions or medical issues that existed prior to grooming but were concealed by the matted coat.
Whenever possible, we will preserve as much coat length as we safely can. However, if matting is severe, shaving beneath the mats is often the safest, most humane, and least stressful option. Attempting to brush out heavy matting can be extremely painful and may cause skin tears, bruising, excessive stress, or unnecessary suffering. For that reason, we will never subject a dog to prolonged or painful dematting simply to save coat length.
Removing a heavily matted coat may result in:
A haircut significantly shorter than expected
Temporary skin redness or irritation
Itching or sensitivity as the skin adjusts to being exposed
Uneven coat appearance due to the severity of the matting
Previously hidden skin conditions becoming visible
These reactions are not caused by the grooming itself but are often the result of prolonged matting and restricted airflow against the skin.
If your dog's coat requires extensive dematting or shaving due to neglect of coat maintenance, additional grooming charges may apply. These charges reflect the extra time, specialized equipment, increased wear on grooming tools, and additional care required to safely complete the groom.
Our goal is never to shave a dog unnecessarily. We understand that everyone loves a fluffy haircut, and whenever it is safe and humane to do so, we will absolutely leave as much coat as possible. However, your dog's comfort, health, and welfare will always come before cosmetic appearance.
At Pawnails Grooming & Kennels, we believe in Humanity Over Vanity. We'd rather send your dog home a little shorter than planned than put them through unnecessary pain simply to preserve a hairstyle.
Anal Gland Policy
Pawnails Grooming & Kennels does not perform anal gland expressions.
Anal gland expression is considered a medical procedure and is best performed by a licensed veterinarian, as recurring anal gland issues may indicate an underlying medical condition requiring diagnosis and treatment.
Extended Grooming Time & Special Handling
Every dog is different. While many pets are comfortable throughout the grooming process, others require significantly more time, patience, and individualized care to safely complete their groom.
Additional time may be required for reasons including, but not limited to:
Anxiety or fear
Aggressive or unpredictable behavior
Puppies receiving their first grooming experience
Senior dogs requiring extra breaks
Medical conditions or mobility limitations
Thick, impacted, or difficult coats
Severe matting
Dogs that require two groomers for safe handling
Frequent rest periods to reduce stress or fatigue
Excessive movement, resistance, or inability to safely stand for extended periods
We believe every dog deserves to be groomed with patience rather than rushed. If your pet requires significantly more time than originally scheduled, an additional handling fee may be applied.
This fee is not a punishment, nor is it because we are unwilling to work with your dog. In fact, it reflects the exact opposite. We choose to slow down, provide extra attention, and work at your dog's pace rather than forcing them through the grooming process.
Extended appointments often prevent us from scheduling another client during that reserved time. They may also require additional staff members, specialized handling techniques, extra breaks, or equipment to safely complete the groom. The additional fee helps account for the increased time, labor, and resources dedicated to your pet's individual needs.
Whenever possible, we will discuss these circumstances with you before additional charges are applied. Our goal is always to be transparent and fair while ensuring your dog receives the care, patience, and compassion they deserve.
At Pawnails Grooming & Kennels, we don't believe every dog fits into the same appointment slot. Some need a little more time, and we're happy to give it to them. We'd rather invest that extra time than rush your dog through an experience that should be calm, safe, and positive.
Grooming Completion Times
Grooming completion times are estimates only and are never guaranteed. Every dog's appointment length varies based on coat condition, behavior, services requested, drying time, and the individual needs of each pet. While we always strive to finish appointments as efficiently as possible, your dog's safety and comfort will always take priority over completing a groom by a specific time. We will notify you as soon as your pet is ready for pickup.
Medication & Sedation Disclosure
Owners must inform Pawnails Grooming & Kennels before check-in if their pet has been given any prescription medications, sedatives, calming supplements, CBD products, antihistamines, or any substance that could affect behavior, balance, heart rate, breathing, or overall health. Failure to disclose medications may result in services being modified, discontinued, or refused if we believe it compromises your pet's safety.
Grooming Results
At Pawnails Grooming & Kennels, we always strive to achieve the style and appearance you request. We encourage clients to bring inspiration photos or clearly communicate their preferences, as these can be very helpful in understanding your expectations. However, every dog is unique, and no two grooms will ever look exactly the same.
The final grooming result is influenced by many factors, including but not limited to:
Your dog's coat type, texture, density, and condition
Matting or tangles
Coat length at the time of the appointment
Previous haircuts
Growth patterns
Skin conditions
Your dog's behavior, tolerance, and comfort level during grooming
The amount of time safely available to complete the service
Because of these factors, we cannot guarantee that your dog's groom will look identical to a reference photo or another dog's haircut. Inspiration photos are used as a guide, not a guarantee.
If your dog arrives with significant matting, damaged coat, uneven growth, or other coat-related concerns, modifications to the requested haircut may be necessary to safely and humanely complete the groom. We will always preserve as much coat as possible when doing so does not compromise your dog's comfort or welfare.
Our groomers reserve the right to make professional decisions regarding coat length, styling, and grooming techniques based on what is safest and healthiest for your dog. While we always consider owner preferences, your pet's safety, comfort, and well-being will take priority over cosmetic appearance.
We want you to love your dog's groom, and your satisfaction is important to us. We encourage every client to thoroughly inspect their pet before leaving our lobby and parking lot. If there is something we reasonably can adjust, we are more than happy to do so before you leave.
Once your pet has left our facility, we cannot be held responsible for changes that occur due to weather, moisture, brushing, rolling in the grass, normal activity, tangling, handling, or other circumstances outside of our care.
Any concerns regarding your pet's groom must be brought to our attention before leaving our parking lot or within 12 hours of pickup, whichever comes first. Concerns reported after this timeframe cannot be fairly evaluated, as we are unable to determine what may have occurred after your pet left our care.
We are human, and although we take great pride in our work, mistakes or miscommunications can occasionally happen. If that occurs, we genuinely want the opportunity to make it right. Prompt communication allows us to evaluate your concerns, discuss them with the groomer, and, when appropriate, make reasonable adjustments while the groom is still fresh and your pet's condition can be accurately assessed.
Early Drop-Off & Daycare Before Appointments
We understand that our appointment times don't always align perfectly with your work schedule or daily routine. To make things more convenient, we offer daycare before or after your pet's grooming appointment for $10.
If your grooming appointment is scheduled later in the day, you're welcome to drop your dog off earlier during our regular business hours to spend the morning with us before their scheduled grooming time. Likewise, if you're unable to pick up your pet immediately after their groom is complete, they are welcome to stay and enjoy daycare until you're able to arrive.
Please note that early drop-off does not move your appointment earlier or guarantee that grooming services will begin before your scheduled appointment time. Grooming appointments are carefully scheduled based on the services booked, and each pet is groomed in the order and timeframe reserved.
If your dog enjoys socializing and has been approved for daycare, they may participate in supervised group play while waiting. If your dog is elderly, anxious, reactive, or you simply prefer they not interact with other dogs, we're happy to accommodate them in a private kennel, a designated quiet area, or with our staff until their appointment.
The daycare fee is $10 per grooming appointment, whether used before the groom, after the groom, or both, during normal business hours. This service allows your pet to relax, play, and remain safely cared for while giving you greater flexibility with your schedule.
Service Changes at Check-In
To provide every client with the time and attention their pet deserves, all appointments are scheduled based on the specific service selected at the time of booking. Each service is allotted a designated amount of time, and our daily schedule is carefully built around those appointments.
For this reason, service changes at check-in are generally not permitted.
If you book a service that requires less time and request a more extensive service upon arrival, we may not be able to accommodate that request. Upgrading services at check-in often requires additional time that has not been reserved and may impact every appointment scheduled after yours.
Likewise, if you book a more extensive service and request to downgrade your appointment at check-in, you may still be responsible for payment of the originally scheduled service. The appointment time was reserved specifically for your pet, and that time cannot typically be filled on such short notice.
Changing services at check-in is considered a partial cancellation because it alters the appointment that was originally reserved. Just as we ask clients to respect our scheduling policies, we work hard to stay on schedule and provide every pet with the time and attention they deserve.
If you're unsure which service your dog needs, we encourage you to contact us v. Our team is always happy to help you choose the correct service, explain the differences between options, and make any necessary adjustments before your appointment day.
In certain situations, we may approve a service change if our schedule allows. However, approval is entirely at the discretion of Pawnails Grooming & Kennels and cannot be guaranteed.
Booking the correct service from the beginning helps us provide the highest quality care for your pet while ensuring every client's appointment runs as smoothly as possible.
Doodles, Poodles & High-Maintenance Coat Breeds
To provide every dog with the time, attention, and quality of care they deserve, all doodles, poodles, poodle mixes, and other breeds with similar high-maintenance coats must be booked under our designated Doodles & Poodles grooming services or another appropriately timed grooming service, as determined by Pawnails Grooming & Kennels.
This includes, but is not limited to:
Goldendoodles
Labradoodles
Bernedoodles
Sheepadoodles
Aussiedoodles
Cockapoos
Cavapoos
Schnoodles
Maltipoos
Portuguese Water Dogs
Bichon Frises
Standard, Miniature, and Toy Poodles
Any mixed breed or purebred with a dense, curly, continuously growing, or high-maintenance coat requiring similar grooming time and techniques.
Doodles and other high-maintenance coat breeds require significantly more grooming time than most dogs due to their coat type, density, maintenance requirements, and the level of detail needed to properly groom them. Even when their coats are well maintained, these breeds typically require considerably more brushing, bathing, drying, scissoring, and finishing work than a traditional full groom.
Because of this, these dogs are scheduled into longer appointment times specifically reserved for their grooming needs.
Booking one of these breeds under a standard Full Groom does not reserve enough time to safely and properly complete the service. A groom that may take one to one-and-a-half hours for many breeds can easily require three hours or more for a doodle or similar coat type. When the incorrect service is booked, it creates scheduling conflicts that affect every appointment after yours and may result in unnecessary delays for other clients.
To ensure we remain fair to every family who has reserved an appointment, Pawnails Grooming & Kennels reserves the right to adjust pricing, modify services, reschedule, or cancel appointments that have been booked under the incorrect service category.
Please remember that "doodle" is not a size—it's a coat type. Appointment length is determined by the amount of work required, not simply your dog's breed or weight. A 15-pound doodle or Bichon may require more grooming time than an 80-pound Labrador.
If you are unsure which service your dog should be booked under, please contact us before scheduling. We are always happy to help determine the appropriate appointment so enough time can be reserved for your pet.
Final determination of the appropriate grooming category and pricing is at the sole discretion of Pawnails Grooming & Kennels based on your dog's coat type, coat condition, size, temperament, and the time required to safely complete the groom.
Daycare Services
Our daycare program is designed to provide a fun, enriching, and safe environment where dogs can socialize, exercise, and enjoy their day under the supervision of our trained staff. Every dog is different, and we believe successful daycare begins with placing dogs in the right environment—not simply allowing every dog to play together.
Behavior Evaluations
For the safety of every dog in our care, all daycare guests must successfully pass a behavior evaluation before joining group play.
Evaluations help us assess your dog's:
Comfort level around other dogs
Play style
Energy level
Temperament
Confidence
Ability to safely interact in a group environment
Passing an evaluation does not guarantee permanent daycare eligibility. Dogs can change over time due to age, maturity, health, or life experiences, and we reserve the right to reevaluate any dog at any time.
Group Placement
Dogs are never grouped randomly.
Playgroups are carefully created based on factors such as:
Size
Temperament
Energy level
Play style
Age
Confidence level
Our goal is to create groups where every dog feels comfortable, confident, and safe.
Some dogs enjoy rough-and-tumble play, while others prefer to quietly explore, sunbathe, or simply relax. We believe every dog should be allowed to enjoy daycare in the way that makes them happiest.
Safety During Play
While our staff actively supervises dogs during group play, interactions between animals can never be completely risk-free.
Just like children playing together on a playground, dogs may occasionally experience minor scratches, scuffs, dirty paws, wet coats, or other minor cosmetic injuries despite appropriate supervision.
Owners acknowledge and accept these normal risks associated with supervised group play.
Should a more serious incident occur, we will separate the dogs immediately, provide appropriate care, notify all involved owners, and seek veterinary treatment if necessary.
Health & Wellness
For the protection of every dog in our care, dogs showing signs of illness, contagious disease, parasites, or any condition that could place other pets at risk may not participate in daycare.
If your dog becomes ill, injured, overly stressed, or displays concerning behavior during daycare, we reserve the right to separate them from the group and contact you for early pickup if necessary.
Daycare Eligibility
Pawnails Grooming & Kennels reserves the right to temporarily suspend or permanently revoke daycare privileges if a dog develops behaviors that place themselves, our staff, or other dogs at risk.
This may include, but is not limited to:
Repeated aggression
Excessive bullying of other dogs
Resource guarding
Escape attempts
Repeated mounting despite correction
Inability to safely participate in group play
Medical or behavioral concerns that make daycare inappropriate
Our goal is never to exclude a dog unnecessarily. However, not every dog enjoys or benefits from a group daycare environment, and we will always be honest if we believe another arrangement would better serve your pet's safety, comfort, and well-being.
We do not believe in forcing dogs to participate in group play. If your dog would rather nap, lounge on a cot, sunbathe outside, or spend quiet time with our staff, that's perfectly okay. Daycare should be enjoyable and safe—not stressful.
Fleas, Ticks & Parasites Policy
At Pawnails Grooming & Kennels, we take the cleanliness, sanitation, and overall health of our facility extremely seriously. Because we care for multiple pets each day, preventing the spread of fleas, ticks, and other parasites is essential to protecting every dog in our care.
If you know or suspect that your dog has fleas, ticks, mites, or any other external parasites, please notify us before your appointment. We appreciate your honesty and are happy to work with you to determine the safest course of action.
Whenever possible, pets with known flea or parasite concerns will be scheduled as the last appointment of the day. This allows our team to thoroughly clean, disinfect, and treat the grooming area immediately afterward without exposing other pets to unnecessary risk.
If fleas, flea dirt, ticks, or other parasites are discovered during your pet's appointment without prior notice, the following may apply:
A mandatory flea and/or parasite treatment fee will be added to your invoice.
Your pet's services may be modified based on the severity of the infestation.
Additional sanitation fees may be charged if extensive cleaning or treatment of our facility is required.
Your pet may be isolated from other animals for their safety and the safety of other pets.
Dogs with active flea infestations will not be permitted to participate in daycare.
Please understand that this policy is not intended to embarrass or punish anyone. Fleas can happen to anyone, even the most attentive pet owners. Our concern is simply preventing them from spreading throughout our grooming and boarding facility and affecting other pets.
If we believe a flea or parasite infestation is severe enough to compromise the health or safety of other pets or our facility, Pawnails Grooming & Kennels reserves the right to refuse, postpone, or discontinue services until the infestation has been properly treated.
By utilizing our services, you acknowledge and understand that these policies exist to protect every pet who enters our facility, including your own. A flea treatment administered during grooming does not eliminate an infestation within your home or environment. Owners remain responsible for treating their home, yard, and any other household pets to prevent reinfestation.
Owner Responsibility for Injuries & Property Damage
At Pawnails Grooming & Kennels, safety is our highest priority. Our team is trained to handle dogs with patience, compassion, and professionalism, and we take every reasonable precaution to prevent injuries or property damage. However, dogs are animals, and even well-behaved pets can react unpredictably when frightened, startled, stressed, or placed in unfamiliar situations.
By utilizing our services, owners acknowledge and accept responsibility for their dog's behavior while in our care.
Injury to Staff or Other Animals
If your dog bites, attacks, or otherwise causes injury to a staff member, another client, or another animal while in our care, you agree to accept financial responsibility for any damages resulting directly from your dog's actions. This may include, but is not limited to:
Medical treatment
Emergency veterinary care for another pet
Prescription medications
Lost wages when applicable
Repair or replacement of damaged equipment
Any other reasonable expenses resulting from the incident
Pawnails Grooming & Kennels will always take reasonable steps to safely handle every dog and prevent incidents whenever possible. However, owners understand that even with appropriate supervision, some situations cannot be completely prevented.
Property Damage
Our facility is equipped with commercial-grade kennels, fencing, gates, equipment, grooming tables, dryers, crates, cots, toys, and other materials specifically designed to safely accommodate dogs of all sizes.
While most pets settle comfortably during their visit, some dogs may repeatedly chew, scratch, dig, climb, bend kennel doors, damage fencing, destroy bedding, or attempt to escape.
Owners agree to accept financial responsibility for excessive damage caused by their dog to Pawnails Grooming & Kennels' property beyond normal wear and tear. This may include the cost of repairing or replacing damaged equipment, kennels, fencing, gates, doors, bedding, toys, bowls, or other facility property.
If your dog exhibits destructive behavior, we will notify you as soon as reasonably possible and take appropriate steps to minimize further damage while ensuring your dog's safety.
Undisclosed Behavioral Concerns
Owners are responsible for disclosing any known history of aggression, biting, escape attempts, destructive behavior, severe anxiety, or other behavioral concerns before services begin.
Failure to disclose known behavioral concerns that result in injury or property damage may result in immediate termination of services and refusal of future services.
Our goal is never to place blame. We simply ask that owners help us by providing honest information so we can take the appropriate precautions to keep everyone safe.
Every dog is an individual, and we understand that unexpected situations can occur. We believe that open communication, proper handling, and teamwork between pet owners and our staff create the safest possible environment for everyone involved.
Late Pick-Up & Extended Stay Policy
We understand that unexpected situations, traffic, change of plans, and emergencies can happen. If you anticipate being late, we simply ask that you contact us as soon as possible so we can do our best to accommodate you.
Our business hours and scheduled pickup times allow us to properly care for every pet in our facility while also ensuring our staff can complete their responsibilities each day. When a pet is not picked up as scheduled without prior communication, it often requires additional staffing, supervision, and accommodations beyond what was originally planned.
If your pet is not picked up at the agreed-upon time, additional late pick-up or extended care fees may apply. These fees help cover the additional time, care, and staffing required to continue supervising your pet beyond their scheduled departure.
If you know ahead of time that you will be unable to arrive during your scheduled pickup window, please let us know as early as possible. While we cannot guarantee accommodations outside of our normal policies, we will always do our best to work with you whenever reasonably possible.
Pets remaining in our care beyond their scheduled departure date without communication from the owner will continue to accrue applicable boarding or extended care charges.
If a pet remains unclaimed for 72 hours after their scheduled departure date, and all reasonable attempts to contact both the owner and the emergency contact have been unsuccessful, the pet may be considered abandoned in accordance with applicable Alabama law.
In the event of abandonment, Pawnails Grooming & Kennels reserves the right to take any action permitted by law, including transferring the pet to the appropriate authorities, animal welfare organization, rescue, or other suitable placement. The owner remains financially responsible for all boarding charges, veterinary expenses, and any additional costs incurred up to the date the pet is released from our care.
Our hope is that this policy is never needed. It exists solely to protect the well-being of pets who may otherwise be left without proper care while also ensuring our facility can continue operating responsibly for all of the families who trust us with their pets.
Photo & Video Release
At Pawnails Grooming & Kennels, we love celebrating the dogs who visit us! Throughout your pet's stay, we may take photographs or videos to document their experience, showcase our work, celebrate special occasions, or share the fun happening around our facility.
By utilizing our services, you grant Pawnails Grooming & Kennels permission to photograph and/or record your pet while they are in our care and to use those images or videos for lawful business purposes, including but not limited to:
Social media platforms
Our website
Digital and printed advertisements
Marketing materials
Promotional campaigns
Educational content
Printed displays within our facility
No compensation will be provided for the use of these images or videos.
Pawnails Grooming & Kennels will never intentionally publish personal information such as your home address, phone number, or other private identifying information in connection with your pet's photos or videos. While we may occasionally mention a pet's first name, our focus is always on showcasing our work and the wonderful dogs entrusted to our care.
If you prefer that your pet not be photographed or featured in any marketing or promotional material, simply notify us in writing before your appointment. We are happy to honor your request and will place a note on your account so our team is aware.
Our goal is simply to share the happy moments, beautiful transformations, and wonderful personalities of the pets we have the privilege of caring for while always respecting our clients' privacy and preferences.
Personal Belongings
We understand that familiar items from home can help some dogs feel more comfortable during their stay. You're welcome to bring personal belongings such as blankets, beds, towels, toys, treats, food containers, medication organizers, collars, or other comfort items if you feel they will help your pet settle in.
While we will make every reasonable effort to care for these belongings, please understand that dogs are animals and may chew, scratch, soil, tear, or otherwise damage their own items while away from home. Even dogs who have never destroyed belongings at home may react differently in a new environment.
Additionally, personal belongings may become dirty, wet, stained, or develop normal wear during your pet's stay despite our best efforts to keep them clean and organized.
For these reasons, Pawnails Grooming & Kennels cannot guarantee the condition, cleanliness, or return of personal belongings brought into our facility and is not responsible for loss, damage, destruction, or excessive wear unless directly caused by our negligence.
We strongly recommend leaving sentimental, expensive, one-of-a-kind, or irreplaceable items at home. If an item cannot easily be replaced, it is best not to send it with your pet.
If your pet requires a specific food, medication, or comfort item for medical or behavioral reasons, please let us know at check-in so we can ensure those needs are properly documented and accommodated whenever possible.
Our facility is fully equipped with raised cots, food and water bowls, and comfortable accommodations for every boarding guest, so bringing personal items is entirely optional and based on your pet's individual needs.
Collar & Harness Policy
For safety reasons, collars, harnesses, bandanas, and certain accessories may be removed while dogs are boarding or participating in group activities to reduce the risk of entanglement, snagging, or injury.
Boarding Services
At Pawnails Grooming & Kennels, we believe boarding should be more than simply providing a place for your dog to stay while you're away. Our goal is to provide a safe, comfortable, enriching, and loving environment where your pet is cared for with the same level of attention and concern we would expect for our own dogs.
Every decision we've made regarding our boarding program has been based on one simple question:
"Would I feel comfortable leaving my own dog here?"
If the answer wasn't an absolute yes, we changed it.
Unlike many boarding facilities, we don't believe dogs should spend their stay confined to a kennel except for a few brief potty breaks. Every dog deserves fresh air, exercise, enrichment, and individual attention.
We know every dog is different. Some dogs love to run and play all day, while others would rather lounge in the sunshine, relax on a comfortable cot, or simply spend quiet time with our staff. Neither personality is wrong. We take the time to learn your dog's individual preferences and tailor their stay accordingly rather than forcing every dog into the same routine.
Our goal isn't simply to board dogs.
Our goal is to make them feel safe, comfortable, and genuinely cared for while they're away from home.
24-Hour Care & Facility Safety
One of the things that sets Pawnails Grooming & Kennels apart is that someone is always on the property overnight.
I personally would never board my own dogs somewhere that closes for the night, turns the lights off, and doesn't physically check on them again until the following morning. Emergencies don't wait until business hours, and neither do we.
While most dogs spend the night resting peacefully, unexpected situations can happen at any time, including:
Medical emergencies
Fire
Flooding
Severe weather
Power outages
Escaped pets
Facility emergencies
For that reason, we have a kennel technician who lives on-site, allowing someone to respond quickly should an emergency arise.
Our facility is also protected by:
24/7 surveillance cameras
Professionally monitored security system
Fire monitoring
Flood detection
Power outage monitoring
Immediate emergency notification systems
If an emergency occurs, both our staff and emergency responders are notified immediately so action can be taken as quickly as possible.
Every safety measure we've invested in exists because we believe your dog deserves more than simply being left unattended overnight.
Outdoor Play & Enrichment
Dogs weren't meant to spend all day inside a kennel.
Weather permitting, our boarding guests receive supervised outdoor playtime throughout the day in our secure fenced play yards.
This isn't limited to just a few quick potty breaks.
Many of our guests spend a large portion of their day outside enjoying fresh air, stretching their legs, exploring, playing with compatible friends, or simply relaxing in the sunshine.
Every dog has different interests and energy levels.
Some love chasing toys.
Some enjoy running with friends.
Some prefer sniffing around the yard.
Others simply want to find a shady spot and watch everything happening around them.
We believe every dog should be allowed to enjoy boarding in the way that makes them happiest.
Individualized Care
We do not believe in a "one-size-fits-all" boarding experience.
Every dog has a different personality, routine, and comfort level.
Some are extremely social.
Others prefer quiet.
Some love attention.
Others simply appreciate their own space.
We make every reasonable effort to learn your dog's personality, routine, and preferences so we can provide care that's individualized rather than standardized.
Our goal is for your dog to feel as comfortable and relaxed as possible while you're away.
Feeding Policy
To help prevent digestive upset and maintain your dog's normal routine, we strongly encourage owners to provide their pet's regular food for the duration of their stay.
Please package food in clearly labeled containers or individual meal portions whenever possible.
If feeding instructions differ from what's printed on the food packaging, written instructions must be provided at check-in.
If food is not provided, we are happy to feed our house food for an additional fee.
While we make every effort to follow feeding instructions exactly as provided, Pawnails Grooming & Kennels cannot be held responsible for digestive upset resulting from changes in diet, undisclosed food sensitivities, allergies, or inaccurate feeding instructions provided by the owner.
Owners are responsible for providing enough food for the entire stay. If additional food must be purchased due to insufficient food being provided, the owner will be responsible for the cost plus any applicable shopping or handling fee.
Medication Administration
We are happy to administer most oral medications during your dog's stay.
All medications should be clearly labeled and accompanied by written instructions that include:
Medication name
Dosage
Administration times
Special instructions
Whether medication should be given with food
Whenever possible, medications should remain in their original prescription container.
While we take every reasonable precaution when administering medications, Pawnails Grooming & Kennels cannot be held responsible for complications resulting from inaccurate owner instructions, medication side effects, pre-existing medical conditions, or reactions beyond our control.
Rest & Quiet Time
Just like children at daycare, dogs need time to rest.
Playing all day without breaks can lead to exhaustion, overstimulation, and increased stress.
Throughout the day, dogs are given opportunities to relax indoors in our climate-controlled facility on comfortable raised cots or in their individual accommodations.
Providing a balance of activity and rest helps ensure every guest remains happy, healthy, and comfortable throughout their stay.
Weather Policy
Your dog's safety always comes before outdoor play.
During periods of extreme heat, severe weather, heavy rain, lightning, freezing temperatures, or other unsafe conditions, outdoor playtime may be shortened or temporarily suspended.
Dogs will still be taken outside for bathroom breaks as safely as conditions allow, but extended outdoor play may not be possible when weather creates an unnecessary risk.
Emergency Closures & Natural Disasters
In the event of hurricanes, tornadoes, flooding, extended power outages, mandatory evacuations, or other emergencies beyond our reasonable control, Pawnails Grooming & Kennels will take every reasonable step to ensure the safety and well-being of pets in our care. Owners acknowledge that emergency situations may require temporary relocation, modified operating procedures, or delayed pickup until conditions are safe.
Multiple Dogs Sharing a Lodge
We are happy to accommodate multiple dogs from the same household in the same boarding lodge whenever it is safe and appropriate to do so. We understand that many sibling dogs are accustomed to living, eating, sleeping, and playing together at home, and we will always make reasonable efforts to honor your preference to keep them together.
However, owners acknowledge that boarding is a different environment than home. New surroundings, unfamiliar smells, changes in routine, excitement, stress, and the absence of their family can all influence a dog's behavior. Even dogs that have lived together peacefully for years can react differently in an unfamiliar setting.
While our staff carefully monitors behavior, watches for warning signs, and takes every reasonable precaution to prevent conflicts, no one can predict or guarantee how two dogs will interact in every situation.
By requesting that your dogs share a boarding lodge, you acknowledge and accept the inherent risks associated with housing multiple dogs together. Pawnails Grooming & Kennels cannot be held responsible for injuries or altercations that occur between dogs from the same household while they are being boarded together, provided reasonable care and supervision have been exercised.
If at any point we believe it is no longer safe for your dogs to remain together, we reserve the right to separate them into individual accommodations without prior approval. This decision will always be made in the best interest of your dogs' safety and well-being. Additional boarding charges may apply if separate accommodations become necessary.
Female Dogs in Heat
Owners must notify us before check-in if their female dog is currently in heat or expected to come into heat during her stay.
Additional sanitation fees may apply.
Female dogs in heat will be housed and exercised separately from intact males to prevent accidental breeding and reduce stress for all dogs in our care.
Failure to disclose this information may result in modification or refusal of services.
Escape Artists & Destructive Behavior
Some dogs are incredibly intelligent, athletic, and determined.
Dogs that repeatedly climb, dig, chew, manipulate latches, bend kennel doors, or attempt to escape may require additional accommodations to ensure their safety.
Owners are responsible for any excessive property damage caused by destructive behavior beyond normal wear and tear.
If we believe your dog presents an ongoing escape risk, we reserve the right to recommend alternative accommodations or discontinue boarding services if we cannot safely contain them.
Toys & Personal Bedding
You're welcome to bring blankets, beds, or toys from home if you believe they will help your dog feel more comfortable.
However, some dogs become possessive over toys or may chew, destroy, or soil their belongings while boarding.
If we determine that a toy or bedding item presents a safety concern, creates conflict between dogs, or becomes heavily soiled or damaged, we reserve the right to remove it for your dog's safety.
We provide comfortable raised cots and food and water bowls for every boarding guest, so bringing personal items is completely optional.
Boarding Deposits
A non-refundable deposit is required to reserve all boarding stays.
This deposit secures your reservation and is applied toward your dog's stay.
Reservations canceled within five (5) days of the scheduled check-in date will forfeit the boarding deposit.
Boarding Updates & Photos
We understand that every pet parent is different.
Some love receiving daily photos and updates, while others are traveling, enjoying a cruise, or simply prefer to unplug during their vacation.
For that reason, we provide boarding updates and photos upon request rather than automatically sending updates for every guest.
Simply send us a text during your dog's stay, and we'll be happy to provide photos and an update whenever possible.
Please don't take the absence of an update as a cause for concern.
No news is good news.
If your dog becomes ill, injured, unusually stressed, or if anything occurs that we believe you should know about, we will contact you immediately.
Boarding Philosophy
We understand that boarding can be stressful—not only for dogs, but for their families too.
Our promise is simple.
Your dog will never be treated like "just another kennel."
They'll receive individualized attention, compassionate care, plenty of outdoor time, a clean and comfortable place to rest, and a team that genuinely loves what they do.
When you leave your dog with us, you're placing your trust in our hands.
We don't take that responsibility lightly.
Every decision we make, every policy we've created, and every investment we've made in our facility comes back to one question:
"Would I trust this for my own dog?"
If the answer wasn't yes, we simply didn't do it.
Boarding Extensions
Requests to extend a boarding stay are subject to availability and cannot be guaranteed. If accommodations are unavailable, owners are responsible for arranging prompt pickup by an authorized individual.
One Pet Parent at a Time Lobby Policy
For the safety of our pets, clients, staff, and family, Pawnails Grooming & Kennels operates with a one pet parent at a time lobby policy.
We understand this may be different from what some clients are accustomed to, but this policy exists for one reason: safety.
Not every dog is comfortable around unfamiliar dogs, even if they are friendly at home. A small lobby, leashes, excitement, unfamiliar smells, and new surroundings can quickly create a stressful environment. Dogs that normally behave well may become anxious, reactive, or protective when entering or leaving the facility.
By allowing only one client and their pet(s) in the lobby at a time, we are able to:
Reduce the risk of dog-to-dog altercations.
Prevent accidental escapes through entry doors.
Allow each dog to enter and exit the building calmly.
Give our staff the opportunity to safely assess every dog as they arrive.
Protect nervous, elderly, reactive, or recovering dogs from unnecessary stress.
Maintain a quieter, more controlled environment for everyone.
If another client is already in the lobby, you may be asked to wait briefly in your vehicle or outside the building until it is your turn to enter. A member of our team will come to your vehicle, invite you inside, or notify you as soon as the lobby is clear.
This policy is not intended to inconvenience anyone or single out any client. It is simply one of the many ways we prioritize safety and create a calm experience for every dog who visits our facility.
We appreciate your patience and understanding as we continue to operate in a way that puts your pet's well-being first.
Facility Tour Policy
We understand that choosing someone to care for your dog is a big decision, and it's completely natural to want to see where they'll be staying. As pet owners ourselves, we understand that feeling.
For that reason, we're proud to share photos and videos of our facility throughout our website and social media, and we're always happy to provide a FaceTime or virtual tour upon request.
However, we do not offer in-person tours of our boarding and grooming areas.
This policy was not created because we have anything to hide. In fact, we're incredibly proud of our facility and the level of care we provide. Instead, this decision was made after careful consideration of what is safest and least stressful for the dogs already in our care.
Our facility is home to dogs with many different personalities. Some are outgoing and social, while others are elderly, anxious, recovering from surgery, learning to trust people again, or simply overwhelmed by being away from home. Allowing unfamiliar visitors to walk through the boarding areas can increase stress, excitement, barking, and anxiety for the dogs staying with us.
In addition to protecting our boarding guests, limiting public access helps us:
Protect the privacy of our clients and their pets.
Reduce the risk of accidental escapes when doors and gates are opened.
Maintain a calm, structured environment for our guests.
Minimize unnecessary disruptions to dogs that are resting, eating, or receiving grooming services.
Comply with our insurance requirements and internal safety protocols.
Allow our staff to remain focused on caring for the dogs rather than conducting tours throughout the day.
Every dog in our care deserves to feel safe and secure during their stay. Once a pet checks in, our responsibility is to them, and we believe maintaining a quiet, controlled environment is one of the best ways to provide that.
To help you feel confident in choosing Pawnails Grooming & Kennels, we regularly share photos and videos of our facility, our play yards, our boarding accommodations, and our daily routines. If you'd like a closer look before booking, we're also happy to schedule a FaceTime or virtual tour so you can see our facility and ask any questions you may have—all without disrupting the dogs currently staying with us.
We appreciate your understanding and hope you'll see this policy for what it is: another way we prioritize the safety, comfort, privacy, and well-being of every pet entrusted to our care.
Payments, Deposits & Scheduling Policies
We value your time, and we ask that our clients value ours as well. Every appointment and boarding reservation is specifically reserved for your pet. When appointments are missed, canceled without adequate notice, or significantly changed at the last minute, it prevents us from offering that time to another client and directly impacts our business.
To help us continue providing exceptional care and maintain a reliable schedule for all of our clients, the following policies apply.
Payment
Payment is due at the time services are completed unless other arrangements have been approved in advance.
We currently accept:
Cash
Credit Cards
Debit Cards
Approved checks
Any outstanding balance must be paid in full before future appointments or boarding reservations may be scheduled.
Card Processing Fee
A 3.5% processing fee will be added to all credit and debit card transactions.
This fee helps offset the charges we incur from payment processing companies. While we have absorbed these costs for an extended period of time, increasing operating expenses have made it necessary to pass along a portion of these fees.
Cash and approved non-card payment methods are not subject to this processing fee.
Grooming Appointment Cancellations
We kindly ask for a minimum of 48 hours' notice if you need to cancel or reschedule your grooming appointment.
Late cancellations prevent us from filling your reserved appointment with another client, especially for larger grooming appointments that require several hours.
Appointments canceled with less than 48 hours' notice may be subject to the full service charge.
No-Shows
Clients who fail to arrive for a scheduled appointment without notifying us may be charged the full cost of the reserved service.
Repeated no-shows or excessive late cancellations may require prepayment before future appointments can be scheduled.
We understand that emergencies and unexpected situations happen. Whenever possible, please communicate with us as soon as you know you may not be able to make your appointment. We are always willing to work with our clients when circumstances are beyond their control.
Boarding Reservations & Deposits
Because boarding dates are often reserved weeks or months in advance, a non-refundable deposit is required to secure your reservation.
Your deposit is applied toward the total cost of your pet's stay.
Reservations canceled within five (5) days of the scheduled check-in date will forfeit the boarding deposit, as it is often too late to fill the reservation with another guest.
Booking the Correct Service
It is the owner's responsibility to book the service that best fits their pet's needs.
Appointments booked under the incorrect service category may require price adjustments, rescheduling, or cancellation if sufficient time has not been reserved.
If you're unsure which service your pet needs, please contact us before booking. We're always happy to help.
Vaccination Records & Appointment Delays
Current vaccination records must be received and verified before services can begin.
If required vaccination records have not been provided before your scheduled appointment, we will make reasonable efforts to obtain them from your veterinarian as a courtesy. However, we cannot guarantee that your veterinary office will respond before your appointment time.
Appointments delayed, canceled, or unable to be completed due to missing or unverifiable vaccination records may be subject to our cancellation policy, as the appointment time was reserved exclusively for your pet.
Scheduling Requests
We will always do our best to accommodate scheduling requests, preferred groomers, specific appointment times, and other preferences whenever possible. However, all appointments are subject to availability and cannot be guaranteed.
Our goal is to provide every pet with the time and attention they deserve while maintaining a schedule that is fair to all of our clients.
We appreciate your understanding and cooperation. These policies allow us to continue providing the high level of care, flexibility, and personalized service that our clients have come to expect from Pawnails Grooming & Kennels.
Communication Policy
We understand that communication is an important part of trusting someone with your pet, and we strive to be as responsive as possible while balancing the hands-on care every dog deserves.
Our primary responsibility during business hours is caring for the pets in our facility. Because of this, there may be times when we are bathing, grooming, supervising playgroups, administering medications, assisting clients, or tending to boarding dogs and are unable to answer the phone immediately.
Our business phone is connected to our front desk, and if our staff is away from the desk caring for pets, calls may occasionally go unanswered.
For the fastest response during business hours, we recommend:
Texting our business number
Messaging us on Facebook
Leaving a voicemail if your matter is not urgent
We make every reasonable effort to return calls and respond to messages as quickly as possible.
Please understand that while we do our best to respond promptly, there may be brief delays during particularly busy periods as the safety and care of the dogs currently in our facility always comes first.
If there is ever an emergency involving your pet while they are in our care, we will contact you immediately using the information provided on your account.
Service Review & Reporting Concerns
Your satisfaction is important to us, and we genuinely want you to leave happy with your pet's experience and grooming results. While we take great pride in our work and strive for consistency and quality with every service, we understand that honest mistakes or simple miscommunications can occasionally happen.
For that reason, we kindly ask that every client take a few moments to thoroughly inspect their pet before leaving our facility and parking lot. This includes, but is not limited to:
Haircut and overall appearance
Face and expression
Ears
Nails
Tail
Feet
Sanitary areas
Any additional services that were requested
If you notice something that does not meet your expectations or differs from what was discussed, please let us know immediately. In many cases, adjustments can be made while you wait, and we are always happy to correct any reasonable concern that was overlooked or misunderstood.
Once your pet leaves our building and parking lot, responsibility for your pet's care, handling, and condition transfers back to the owner. Because we can no longer control your pet's environment or verify what occurs after departure, Pawnails Grooming & Kennels cannot be held responsible for changes that occur once your pet has left our care.
This includes, but is not limited to:
Dirt, mud, or debris in the coat
Moisture from rain, swimming, or bathing
Tangles or matting that develop after pickup
Coat changes caused by brushing or normal activity
Nail wear or minor nail splintering from walking on concrete or pavement
Grass stains, odors, or environmental exposure
Hair becoming uneven due to rubbing, scratching, chewing, or licking
Any condition or injury that occurs after your pet has left our facility
If you believe there is a concern with your pet's grooming service, it must be reported before leaving our parking lot or within 12 hours of pickup, whichever comes first.
This timeframe allows us to fairly evaluate the concern while the groom is still fresh and before outside factors could reasonably affect your pet's condition. Concerns reported after this timeframe become difficult or impossible to verify, and for that reason, they may not be eligible for complimentary corrections or refunds.
We are committed to providing excellent service and believe that open, respectful communication leads to the best outcomes. If we made a mistake, we want the opportunity to make it right. Likewise, if there was a misunderstanding about the requested style or service, we'd much rather have that conversation immediately than after circumstances have changed.
Our goal is not simply to complete a groom—it's to build lasting relationships with both you and your pet. Prompt communication helps us continue improving, maintain the highest standards of care, and ensure every client leaves feeling confident in the service they received. Pawnails Grooming & Kennels reserves the right to decline complimentary corrections or refunds if another grooming salon, veterinarian, or individual has altered, trimmed, bathed, or otherwise modified your pet before we have had the opportunity to evaluate the original concern.
Assumption of Risk & General Liability
At Pawnails Grooming & Kennels, we take every reasonable precaution to provide a safe, clean, secure, and supervised environment for every pet entrusted to our care. We are committed to maintaining high standards of cleanliness, safety, and individualized care throughout every grooming, daycare, and boarding experience.
However, owners understand and acknowledge that dogs are living animals with individual personalities, instincts, and behaviors. Even under proper supervision and with the greatest level of care, certain risks are inherent whenever animals are handled, groomed, boarded, or allowed to interact with other dogs.
By utilizing our services, you acknowledge and accept these inherent risks.
These risks include, but are not limited to:
Minor scratches, scuffs, or abrasions resulting from normal supervised play.
Minor cuts, clipper irritation, razor burn, or nail quicking that may occasionally occur despite appropriate grooming techniques.
Skin irritation, redness, or sensitivity that becomes visible after shaving heavily matted or impacted coats.
Ear irritation or hematomas caused by excessive head shaking before, during, or after grooming.
Allergic reactions to grooming products, shampoos, conditioners, or environmental allergens, including reactions that were previously unknown.
Discovery of pre-existing medical conditions, skin abnormalities, parasites, lumps, growths, infections, or injuries that were hidden beneath the coat or otherwise not visible before services began.
Stress, anxiety, behavioral changes, or fatigue associated with being away from home or participating in grooming, daycare, or boarding.
Minor injuries that may occur despite reasonable supervision while dogs are playing, exercising, or interacting.
Damage to or destruction of personal belongings brought from home by your own pet.
Escape attempts by highly determined dogs despite secure fencing, commercial-grade kennels, locked gates, and reasonable safety precautions.
Illnesses or medical emergencies that arise from pre-existing conditions or circumstances beyond our reasonable control.
While we strive to prevent every possible incident, no grooming salon, daycare, or boarding facility can guarantee that accidents or unexpected situations will never occur.
Pawnails Grooming & Kennels does not guarantee that every pet will remain completely free from minor injuries, stress, illness, or unforeseen medical complications during or after services. Likewise, we cannot guarantee that every grooming result will exactly match owner expectations due to differences in coat condition, behavior, or individual circumstances.
Owners understand that by choosing to utilize our services, they are accepting the normal and inherent risks associated with professional pet grooming, daycare, and boarding.
Nothing in this agreement is intended to release Pawnails Grooming & Kennels from responsibility for damages resulting from our own negligence or willful misconduct. However, owners acknowledge that we cannot be held responsible for circumstances that are beyond our reasonable control or that arise from the inherent risks associated with caring for live animals.
Our promise is simple: we will always treat your pet with patience, kindness, professionalism, and the same level of care we would expect for our own dogs. Every policy we've created and every procedure we follow is designed with one goal in mind—to provide the safest, cleanest, and most compassionate experience possible for every pet who walks through our doors.
Veterinary Observations & Health Findings
During grooming, daycare, and boarding, our staff has the opportunity to closely observe areas of your dog's body that owners may not routinely see, including beneath the coat, inside the ears, between the paw pads, around the nails, and other areas that may normally be hidden.
Occasionally, we may notice concerns such as:
Lumps, bumps, cysts, or growths
Skin irritation or infections
Hot spots
Fleas, ticks, or other parasites
Ear redness, odor, or discharge
Dental concerns or excessive tartar buildup
Eye irritation or discharge
Broken nails or paw pad injuries
Weight loss or changes in body condition
Unusual behavior, mobility concerns, or other abnormalities
If we observe anything that we believe should be brought to your attention, we will notify you whenever reasonably possible. Our goal is simply to share observations that may help you stay informed about your dog's overall health and well-being.
Please understand that Pawnails Grooming & Kennels is not a veterinary medical provider. Any observations made by our staff are not intended to diagnose, treat, cure, or provide medical advice regarding any illness or condition.
We strongly encourage owners to consult their licensed veterinarian regarding any medical concerns, abnormal findings, or changes in their pet's health. Only a licensed veterinarian can properly diagnose medical conditions and recommend appropriate treatment.
If we believe your pet requires immediate veterinary attention while in our care, we will follow the Emergency Veterinary Care Policy outlined in this agreement.
We believe caring for your dog goes beyond grooming, daycare, or boarding. If we notice something that concerns us, we'll always let you know—not to alarm you, but because we care. Sometimes the smallest observation can lead to early treatment, and we'd rather mention something that turns out to be nothing than overlook something that could matter.
Acknowledgement & Agreement
Thank you for taking the time to review our policies.
We understand that this is a lengthy agreement, but every policy included here exists for a reason. Most were created from real-life experiences and are intended to protect not only Pawnails Grooming & Kennels, but also every pet, every family, and every member of our team. Our goal has never been to create unnecessary rules or make things difficult—we simply believe that clear expectations help create a safer, smoother, and more enjoyable experience for everyone.
When you choose Pawnails Grooming & Kennels, you're trusting us with a member of your family. We don't take that responsibility lightly.
We promise to treat your dog with patience, kindness, compassion, and respect. We'll celebrate their victories, comfort them when they're nervous, keep them safe to the very best of our ability, and always strive to provide the same level of care we would expect for our own pets.
In return, we ask for your honesty, communication, and understanding. By working together as a team, we can provide the safest, happiest, and most positive experience possible for your dog.
By scheduling, checking in for, or utilizing any grooming, daycare, boarding, nail trim, bathing, or other service provided by Pawnails Grooming & Kennels, you acknowledge that you have read, understand, and agree to all policies, procedures, terms, conditions, and assumptions of risk outlined in this agreement. You further acknowledge that these policies may be updated from time to time, and it is your responsibility to review the current version made available by Pawnails Grooming & Kennels.
If you ever have questions about any policy, we encourage you to ask. We're always happy to explain the reasoning behind our procedures and help you better understand how we care for your pet.
Thank you for allowing us to be part of your dog's life. Whether they're visiting us for a nail trim, a spa day, daycare, or an extended boarding stay, we are truly grateful for the opportunity to earn your trust.
From our family to yours, thank you for choosing Pawnails Grooming & Kennels. We look forward to loving and caring for your best friend for many years to come.