Policies and Procedures

• Service Area - the major metro-Denver area including 120th down to Castle Rock, and from Golden all the way out to Aurora.

• Hours:

  • Office - 7 am to 6 pm Mon-Sat.

  • Grooming - 7 am to 6 pm 7 days a week

• Holidays: New Years, Fourth of July, Thanksgiving, and Christmas

• Recurring Appointments: We strongly recommend recurring appointments to avoid our waitlist, which can be 4-12 weeks out, particularly during the holiday season.

• Waitlist: If you desire a specific day that we cannot accommodate, we will add you to our waitlist to be contacted in case of a cancellation.

Life gets busy and we know it! But don’t worry, we’ll provide the following text messages to help you remember your pet's upcoming service:

• Confirmation text

• Service Agreement and Cancellation Policy text

• 3 Days Away! text

• See You Tomorrow! text

On the day of your appointment, your groomer will text you through our scheduling system to let you know that they are on their way. This two-way texting conveniently allows you and your groomer to communicate before and during your appointment. Please be patient if your groomer does not respond right away. They are often driving and not allowed to text.

• Pricing: Your pet is unique and our pricing will reflect your pet’s breed, coat condition, behavior, and health. There can be additional charges applied for anxious or aggressive pets, as well as matted coats. Your groomer will inform you if there will be any additional charges before they begin the appointment.

• Service Fee: An additional 7% service fee will be applied to all appointments for transportation and material costs.

• Payment: Payment is due in full on the day of the service.

• Types of Payment: We gladly accept cash, check, or credit cards as forms of payment. However, to secure the appointment, we do require a credit card to be on file.

• Receipt: An itemized invoice is sent immediately after checkout via text, or by email upon request. Should you require a receipt, we can provide one via email upon request.

• Gratuity: Gratuity is always welcome but never required.

• Cancellations: If you need to reschedule or cancel an appointment, please notify us at least 48 hours in advance. For cancellations with less than 48 hours' notice a fee of 50% of your appointment cost will apply.

• No-Show: If our groomer arrives within the two-hour window and you are not home within 15 minutes, a fee of 50% of your appointment cost will apply.

Please notify us before your pet's appointment if they have any behavior problems or health conditions.

• Health Conditions:

  • Seizures

  • Allergies

  • Respiratory conditions

  • Heart conditions

  • Blindness

  • Deafness

  • Difficulty standing or walking

  • Cancer

  • Active infections

  • Arthritis

  • Diabetes

  • Abscesses

  • Incontinence

  • Recent surgeries

  • Open wounds

  • Lumps and bumps

  • Any other health concerns not listed above.

• Aggressive Pets:

  • Advanced notice of aggressive pets can help us prepare and adjust our methods to prevent accidents.

  • Symptoms of Aggression:

    • Growling

    • Scratching

    • Snarling

    • Biting (also known as snipping, snapping, or being mouthy)

  • Pets with idiopathic aggressive issues are not accepted, defined as sudden and severe outbursts with little to no warning or reason. We recommend pets with idiopathic aggression be groomed under anesthesia by a licensed veterinarian.

• Geriatric Pets, Pets with Anxiety/Lack of Training/Other Behavior Problems:

  • Behavior problems are safety problems for both the pet and the groomer and may result in additional charges for our Extra Care Package...

  • Symptoms of Anxiety:

    • Fear of water

    • Fear of loud noises

    • Discomfort with collars

    • Thrashing from touching certain areas of their body (such as feet or rear end).

  • Possible injuries from overly anxious pets include:

    • Cuts & scrapes from bumping into clippers or shears.

    • Ruptured blood vessels in the eyes.

    • Tracheal injuries from straining against the grooming loop.

    • Damage to mouth from biting clippers or shears.

  • Incomplete Service May Result:

    • If the groomer feels the pet is being forced to endure stress beyond their limitations.

    • Overly anxious pets may require 1-2 appointments to adjust to the process.

    • Incomplete service from anxiety may be required to avoid injury or traumatizing the pet. 

    • Time, patience, training repetition, and reassurance are the solutions.

  • Tranquilizers:

    • Mobile Pet Shine employees are not permitted to administer sedatives to your pets.  

    • Please inform your groomer if you or your vet has administered tranquilizers to your pet.

Clients agree to indemnify and hold harmless Mobile Pet Shine, its owner, employees, and affiliates from and against any and all liabilities, expenses, damages, and costs, including reasonable attorney fees, resulting from any service provided or injury including death to your pet(s) whether in our care or after our services have been completed.

Clients release authorization to Mobile Pet Shine to take photos of their pet(s) for client files, business website, and social media pages. All photos taken are the property of Mobile Pet Shine. Client personal information will not be shared or sold.

Each and every one of our clients is important to Mobile Pet Shine. You are what keeps us able to do what we love to do - caring for pets! And we strive to treat each Pet Parent and Pet with kindness and respect. However, we do have a zero-tolerance policy for rudeness, entitlement, aggressive demands, blatant accusations, bullying, and belittling of our staff. We reserve the right to refuse service to anyone, for any reason, and at any time.

• Occasional Rescheduling: Due to van maintenance, inclement weather, or groomer illness, we will work hard to reschedule your pet’s appointment as quickly as possible. We understand this can be inconvenient and ask for your patience.

• Canine Handling: The State of Colorado does not allow our groomers to use your dog’s leash, collar, or harness to safely transfer your pet to and from the van. Instead, our groomers will use our slip lead to walk and secure your dog. We do our best not to use muzzles. However, if the groomer feels there is a safety risk, an additional $40 aggression charge may apply.

  • Cats must be in a carrier when we arrive. We will not transport a cat to the van if it is not in a carrier.

• Matted Dogs:

  • Pre-appointment Inspection: Your groomer will advise you of any additional charges required for matted fur before your appointment begins. Often this can require shaving the fur.

  • Additional Fees: Dematting service will be an additional $2 per minute with a minimum charge of $30. Should you refuse this additional charge, the 50% cancellation fee will apply for time and travel.

  • Start-Over Groom: If we conclude that dematting your pet will knowingly cause duress, pain, extensive time, or injury to your pet, we can perform a Start-Over Groom, which quite frequently involves shaving the coat.

  • Dematting Effects: Often, if the pet's coat is severely matted a start over goom is the humane option. However, shaving out mats can pose inherent safety risks. Pets with matts can already be in pain, they can resist being touched and are rarely compliant at standing. In this state, accidents can happen. Common after-effects of mat removal can include itchiness, redness, self-inflicted irritations, abrasions, hematomas, or failure of hair to regrow. Removing the mats can also expose bruises, infections, and wounds that were caused by the matts themselves. In some cases, pets may also exhibit brief behavioral changes after matts have been shaved out. Owners are responsible for any veterinary care caused by the matts themselves and/or from mat removal. For additional information regarding what mats are, how they form, the dangers they pose to your pet's health, and how to prevent them, please reference this article.

• Owner Interruptions:

  • No Van Access: Pet owners are not permitted inside the van during the groom for their safety

  • Owner Assistance: Assisting the groomer makes the process more difficult and is not allowed. Owners that try to use treats or additional attention to anxious, stubborn, or aggressive dogs only reinforces this behavior. There is no need for the Pet Parent to be involved. Please do not try to interfere with your pet’s appointment.

  • Out of Sight: Please do not come out to the van to “check on” your pet. Please remain inside and out of sight from your pet. Seeing or hearing you can make the pet highly excitable, anxious, and uncooperative, creating safety issues for both the pet and the groomer.

  • Updates: If you would like real-time updates on how your pet is doing in the van, we are happy to send photos and videos.

  • Interruption Fees: If the Pet Parent insists on interrupting or creating distractions during your pet's appointment, your groomer may stop an incomplete service and you will be charged for the full service.