Cancellation and No-Show Policy
Why This Policy Exists
Our groomers are paid on commission. A no-show doesn’t just leave an empty slot — it directly reduces a groomer’s income for that day. That’s not fair to them.
Clients are expected to be familiar with this policy before booking. If something comes up and a client can’t make it, that’s okay — we understand life happens. But by choosing not to contact us, the client and salon enter a shared agreement: the appointment is treated as fulfilled, the groomer is paid, and no one is left chasing anyone down. This removes stress for both parties.
Cancellation Window and Fees
| Notice Given | Outcome |
|---|---|
| 48+ hours before appointment | Free rebook. If prepaid, a credit is applied — no refund. |
| No-show (no contact) | Full service fee charged. No rebook credit issued. |
How to Cancel
Clients may cancel by:
- Phone call to the salon
- Text message (if that channel is active)
- Through the online booking portal (if self-cancel is enabled)
Cancellations via voicemail are accepted and the timestamp on the message determines which tier applies.
No-Show Procedure
When a client does not arrive and has not contacted us:
- Attempt to reach the client by phone at the 10-minute mark past appointment time. If no answer, leave a message and begin working the cancellation/waitlist to fill the slot.
- If the client has not arrived and has not made contact by 30 minutes past the appointment time, the dog will not be taken. Mark the appointment a no-show and release the slot.
- Document the no-show in the client record’s appointment history
- Charge the full service fee to the card on file (if collected) or note for next visit
Staff script for no-show follow-up:
“Hi [name], we missed [dog name] today and want to make sure everything is okay. We’d love to get you rebooked when you’re ready. Give us a call.”
Cross-References
- Booking policy: booking-policy
- Scheduling procedures: scheduling-procedures
- Client record (where no-shows are documented): client-record-template