To help ensure your dog receives an appointment that best suits your scheduling needs, we recommend booking grooming appointments in advance, While we will always do our best to accommodate requests, availability cannot be guaranteed, particularly during busy periods. 

To book, reschedule or cancel a grooming appointment, please contact our office at 705-739-7833 or email [email protected]. 

An appointment confirmation will be provided at the time of booking. Although reminder texts are provided, clients are responsible for keeping track of their scheduled appointments and ensuring they arrive at the appropriate date and time. 

Late Arrivals

To ensure we can provide each dog with the time, care and attention reserved for their grooming appointment, it is imperative that clients arrive on time for their scheduled appointment. Our grooming schedule is carefully planned throughout the day and late arrivals can significantly impact subsequent appointments. 

Clients who arrive more than 15 minutes late will be considered to have missed their appointment and we will be unable to carry out the schedule grooming service. A $50.00 missed appointment fee will be applied to the client’s account. A new appointment will need to be scheduled based on our next avialable opening. 

We strongly encourage clients to allow adequate travel time and arrive promptly. If you anticipate being late, please contact our office at 705-739-7833 as soon as possible. Contacting us does not guarantee that we will be able to accommodate a late arrival, as this will depend on the groomer’s schedule and the services booked.

Cancellation & Missed Appointments

We understand that plans can change, If you are unable to attend your scheduled grooming appointment, we require a minimum of 24 hours notice to cancel or reschedule. 

Appointments missed without notice (no shows) are subject to a $50.00 cancellation fee per reserved appointment time slot (each time slot is 1.5 hours in duration).

Repeated missed appointments will result in prepayment being required for future appointments. Ruff Haus also reserve the right to limit or discontinue grooming services in cases or repeated missed appointments or failure to comply with our booking and cancellation policy. 

All dogs receiving grooming services must have a valid rabies vaccination that has been administered by a licensed veterinarian. 

Vaccinations must be administered at least 48 hours prior to the scheduled grooming appointment. Puppies under 6 months of age must have received a second set of puppy vaccinations before receiving grooming services.

Proof of required vaccinations must be provided to Ruff Haus prior to the appointment. If current vaccination records have not been received, grooming services will be postponed until the required documentation is provided. 

The health, safety and well-being of every dog in our care is our priority. Ruff Haus reserves the right to refuse, modify or discontinue services if we believe a dog’s health, physical condition or behaviour may pose a risk to themselves, other dogs or our team. For the safety and comfort of all pets and staff, the following requirements apply:

• All dogs must be in good health when attending Ruff Haus. Dogs experiencing coughing, sneezing, vomiting or other signs of potentially contagious illness will not be accepted. If your dog develops symptoms while in our care, you will be contacted immediately and required to arrange prompt pick up. Your service will be reschedule for the next available date. 
• Dogs that have been diagnosed with or treated for a contagious illness, may not return until they have been symptom free for the required period of 2 weeks following the last symptom. 
• We may accommodate dogs requiring routine medications for a stable or chronic conditions, provided arrangements have been approved in advance, Ruff Haus is not a veterinary facility ands is not equipment to provide care for acutely ill, medically unstable or injured pets. 
• Pregnant dogs cannot be accommodated
• Dogs displaying aggressive, unsafe or significantly disruptive behaviour will be refused services or have services discontinued at our discretion
• Dogs under heavy sedation or significantly affected by medication cannot be accepted for services 

Ruff Haus is committed to providing a safe, respectful, and professional environment for our staff, clients, and the dogs in our care. Clients are expected to conduct themselves respectfully in all interactions with Ruff Haus staff, clients, and representatives, whether in person, by telephone, by email, through social media, or by any other form of communication.

Abusive, threatening, intimidating, harassing, discriminatory, defamatory, or otherwise inappropriate conduct toward our staff, clients, or business will not be tolerated. Ruff Haus reserves the sole discretion to refuse, suspend, or terminate services immediately if a client engages in such conduct or violates any of our policies or procedures.

Where services are refused, suspended, or terminated due to a client’s conduct or a breach of Ruff Haus policies, the client shall not be entitled to any refund, credit, or compensation for any unused services, packages, memberships, or prepaid fees, except where required by applicable law.

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