Payment Policy
Accepted Payment Methods
[Agent prompt: Specify which payment methods will be accepted at launch. Match this to the POS system selected in business-goals-and-milestones.md.]
| Method | Accepted? | Notes |
|---|---|---|
| Credit card (Visa, MC, Amex, Discover) | Yes | Via card reader |
| Debit card | Yes | |
| Cash | Yes | Exact change appreciated; we keep limited change on hand |
| Check | [Yes / No] | If yes: payable to [business name] |
| Venmo / Zelle / Cash App | [Yes / No] | If yes: specify handle |
| Apple Pay / Google Pay | [Yes / No] | Via card reader NFC |
When Payment Is Due
| Appointment Type | Payment Timing |
|---|---|
| Standard appointment | At pickup |
| Package purchase | At time of purchase (prepaid) |
| Prepay-required client | At booking confirmation |
| Deposit (if required) | At booking; applied to final balance at pickup |
Tipping
Tips are accepted and deeply appreciated. They go directly to the groomer who performed the service.
- Cash tips: placed directly in an envelope for the groomer
- Card tips: added at checkout via the POS terminal
- Tips are never shared with management — they belong entirely to the groomer
Pricing Transparency
The price quoted at booking is the price charged unless:
- The coat condition differs materially from what was described (e.g., severely matted — see breed-pricing-matrix)
- A requested add-on was added during the appointment
- The dog’s weight or size was significantly underestimated
In these cases, the groomer must call the client before proceeding with additional services or charges and get verbal approval.
Disputed Charges
If a client disputes a charge:
- Listen fully before responding — don’t be defensive
- If the charge was a pricing modifier (dematting, first-time, etc.): explain it calmly and reference the policy
- If the client was not informed of the additional charge before the service: offer a credit or courtesy discount as a goodwill gesture
- If the dispute cannot be resolved: escalate to Kendra
We never want a client to leave unhappy over money. A $20 courtesy credit costs less than losing the client.
Prepayment Requirements
The following clients are required to prepay (full service fee at booking):
- Clients with [X] or more cancellations or no-shows in [X] months (see cancellation-and-no-show-policy)
- Clients with [X] or more late arrivals requiring reschedule
- New clients booking Signature Grooms with multiple add-ons (optional — at Kendra’s discretion)
Prepayment is noted in the client record under Client Notes.
Refunds
| Situation | Refund Policy |
|---|---|
| Dissatisfied with groom result | Offer a redo (complimentary re-groom within [X] days) before considering refund |
| Groom not completed due to aggression | Charge only for work completed; communicate clearly |
| Salon error (wrong cut, missed service) | Full or partial refund at Kendra’s discretion |
| Package — unused visits | Non-refundable after first use (see packages-and-bundles) |
Receipt and Records
Every client receives a receipt at pickup (printed or digital). Appointment records and charges are maintained in the client file and the booking system.