Frequently Asked Questions

Prior to Arrival: Please make sure your pet has had a restroom break & is easily accessible prior to our arrival. For cats, close off rooms where they may hide; it’s best if you can have them in a carrier prior to arrival.

Cancellations: Please give us at least 48 hours notice of changes to your appointment. It is difficult to fill last minute cancellations, which results in a complete loss of income for the groomer. A $50 cancellation or no-show fee will be assessed. The fee must be paid prior to your next groom. If the fee is not paid, any future appointments will be cancelled.  If a client cancels 3 consecutive appointments, any future standing appointments will also be cancelled & we reserve the right to decline any future appointment requests.

Arrival time: Please allow 15 minutes on either side of your appointment time for the arrival of our van. If your groomer is going to be more than 15 minutes early or late they will call you to let you know.

Scheduling: After your appointment is scheduled we may call to see if you can change your scheduled time as we are trying to make a driving route work for everyone.

Rebooking: Most of our clients stay on a recurring schedule for haircuts or de-shedding according to their coat type & length. This will keep them looking great, mat free, & help their skin to breath without the excess shedding coat. Also, regular nail trimming prevents discomfort for your pet. We see most of our pets every 4-8 weeks. Imagine a human going that long between deep cleans.

Most clients prefer to have their pet groomed by the same groomer each time.
To ensure this, we recommend booking your next appointment at the completion of your current appointment. Many clients book several appointments at a time to ensure they get their preferred days/times/groomer.

New vs. current clients: Please note that if we have not groomed your pet for 1 year or longer you will be considered a new client.

Tipping: It is appropriate & appreciated but is completely at your discretion.

Fleas: If your pet has Fleas or Ticks please let us know. We recommend you contact your vet to obtain one of the newest flea prescription medications that are working well for this area. There will be an additional charge of $25 – $50 (depending on size of your pet & coat length) for a flea bath & van decontamination.

Vaccinations: You are responsible for all pet vaccinations & assume all risks & consequences that might result if your pet is not fully vaccinated. We advise that each pet be vaccinated against rabies, distemper, etc…

Matting: If your pet has isolated mats (such as behind the ears or under armpits) we will do our best to demat those areas but the groomer may need to spot shave those areas to remove mats.

There will be extra charges if significant matting is present ($15 minimum). If possible, we will de-mat your pet & try to save what we can according to the style you prefer.

If your pet is severely matted, in order to prevent discomfort and/or pain, your groomer may recommend a complete shave. Removing severe matting is dangerous & can result in minor nicks, or abrasions. An additional fee up to $50 will apply.  Shaving a pet may reveal underlying skin conditions or rashes & sometimes razor burn may occur. These are common responses to shave downs. Aussie Pet Mobile nor the groomer will not be held liable for these issues.

To prevent matting & future shave downs, we recommend re-booking at a frequency that will keep your pet’s coat in great condition. Your groomer will recommend a good schedule for your pet such as every 4-8 weeks.

Difficult pets: Your groomer has been trained how to deal with aggressive, fearful, sick, & overly stressed pets. We occasionally encounter pets that absolutely refuse to be groomed or are too dangerous to groom. In such an event we will have to decline the groom. Your pet’s health & safety is our first priority!

Skin, Eyes, and Ears: Aussie Pet Mobile cannot be held liable for skin, eye, or ear irritations that can occur due to shampoo sensitivity or underlying conditions. Our shampoos are high quality professional grade, PH Balanced, environmentally friendly, and non-toxic. Despite using care while trimming hair around the eyes, eye irritation can occur if a hair particle enters the eye. Pets may scratch at their eyes with their feet & create further irritation. We cannot be responsible for this type of self-inflicted injury. We clean ears with professional pet ear cleaner. This can reveal underlying ear infections, & we cannot be responsible for existing or emerging health issues.

Nails: Extra-Long nails may not be able to be shortened to your desired length without clipping the quick. If your pet’s nails are very long, we are more than happy to schedule follow up appointments for nail trims only so we can get your pet’s nail back to a healthy length.

Sedation: We do not administer any tranquilizers/sedatives on any pet. If your pet becomes overly stressed by grooming we recommend speaking with your vet about medications you can administer prior to our arrival which may help reduce the pet’s strees.

Happiness: If you are not happy with your pet’s groom, please let us know within 48 hours & allow us to “make it right”.