About these terms
These terms apply when you book a groom, use a self-wash tub, or order from our shop at Tubwell Grooming Co., 8014 SE 13th Ave, Portland, OR. By booking or dropping off your pet, you agree to them. If anything here is unclear, ask us at the counter or call (503) 555-0148.
Booking
- A booking request made online isn’t confirmed until we text or email you a confirmation.
- Drop-off is between 8:00 and 10:00 on your groom day. We text you when your pet is ready.
- First visits include a five-minute hand-over so we can check coat, skin, ears and nails and write up the groom card.
- Please tell us honestly about your pet’s age, health, behaviour and coat condition. It helps us book the right time and the right groomer.
Prices
Our listed prices are starting prices by size. The final price depends on coat condition, matting, and how much time your pet needs. If a groom will cost noticeably more than quoted, we’ll tell you at hand-over or call before we go ahead. Dematting is $15 per 15 minutes, up to 30. Past that, we clip short and let the coat grow back.
Payment is due at pickup, by card or cash.
Cancellations and no-shows
Please give us at least 24 hours’ notice if you need to cancel or move a groom, so we can offer the time to someone on the waitlist. Cancellations with less than 24 hours’ notice, and no-shows, have a $30 fee, added to your next visit.
After two no-shows, we’ll ask for the fee up front to hold future bookings. Emergencies happen: call us and we’ll use common sense.
Late arrivals and pickups
If you arrive more than 15 minutes after the end of drop-off, we may need to shorten the service, move your pet to later in the day, or rebook. Missed drop-offs may be treated as a late cancellation.
Please collect your pet within an hour of our “ready” text. Pets who wait rest on a bed behind the counter, never in a crate. Pets still with us after 5:30pm are charged $15 for each half hour, because a groomer has to stay with them.
Matting and shave-downs
Brushing out heavy mats hurts, so we keep dematting short. When a coat is too matted to brush out kindly, the humane option is to clip it short and let it grow back. We’ll talk it through at hand-over and ask you to sign a short consent note on the groom card.
Shaving a matted coat can reveal skin that was already irritated, and can cause redness, itching or small nicks where mats sit tight to the skin. We’ll show you anything we find and suggest next steps. We aren’t responsible for skin problems that were hidden under the mats.
Vaccinations and health
- Dogs and cats need a current rabies vaccination, with proof from your vet.
- For dogs we also recommend Bordetella and DHPP, since they share the air with other dogs all day.
- Puppies under five months need proof of their first round of shots.
Please bring or send proof from your vet before the first visit. If your pet is unwell, please rebook: we’ll waive the cancellation fee. If we find live fleas, we’ll switch to a flea bath ($25) first and clean down the room before the next pet.
Tell us about any health conditions, recent surgery, seizures or heart problems. Older pets and pets with medical needs can find grooming tiring, so we take breaks and will stop and call you if we’re worried.
Behaviour and safety
Please tell us if your pet has ever bitten, snapped or struggled at a groomer or vet. For everyone’s safety we may use a soft muzzle or ask for a shorter visit. We never sedate pets. If a pet becomes too stressed or it isn’t safe to continue, we stop, call you, and charge only for the work done.
We may decline future grooms for pets we can’t groom safely, and we’ll suggest a vet-supervised groomer instead.
Self-wash tubs
- Tubs are for dogs only, one dog per tub. You’re responsible for your dog while you use a tub, and they stay leashed in the salon.
- The same vaccination rules apply. Please don’t bring a dog who is unwell.
- Time runs in 30-minute blocks from when you start, and the last wash starts 30 minutes before close. We clean the tub after you.
- Please tell us about any damage or spills so we can deal with them safely.
Shop pickup and returns
An online pickup order asks us to set items aside for you. Nothing is charged online: you pay at the counter when you collect. We hold orders for seven days. If something is out of stock, we’ll text you before you come in.
Unopened items can be swapped or refunded within 30 days with proof of purchase. For hygiene reasons, opened treats, shampoos and balms can’t be returned unless they’re faulty. If something isn’t right, tell us and we’ll make it right.
Liability
We groom with care, but grooming involves sharp tools and handling, and some risk can’t be removed entirely: minor nicks, clipper irritation, or stress, especially in older, anxious or matted pets. We’re responsible for harm caused by our own negligence.
We’re not responsible for problems caused by health conditions, injuries or behaviour we weren’t told about, or for conditions that existed before the visit. If your pet needs urgent care during a visit and we can’t reach you, we’ll take them to the nearest emergency vet, and you agree to cover the vet’s costs. Nothing in these terms limits rights you have under Oregon law that can’t be limited.
The small print
We may update these terms from time to time; the date at the top shows the latest version, and the version in place when you book applies to that visit. These terms are governed by the laws of the State of Oregon.
Questions or concerns: hello@tubwellgrooming.com or (503) 555-0148. How we handle your information is covered in our privacy policy.
Nell, ownerTubwell Grooming Co.