This Service Agreement outlines the terms and conditions under which services will be provided. By engaging our services, you agree to be bound by these terms.

Accidents
Grooming equipment is sharp, and although we use extreme caution and care in all situations, possible problems could occur including cuts, nicks, scratches, quicking of nails, etc. Your pet’s safety and comfort is our
number one priority. In the event an accident does occur, you will be notified of the accident. If Hank & Hound feels it is serious, and the owner is not on-site, Hank & Hound will seek immediate veterinary care for your pet.

Health or Medical Problems
Occasionally, grooming can expose a hidden medical problem or aggravate a current one. This can occur during or after grooming. All medical expenses for veterinary care will be covered by the animal's owner upon signing
this agreement.

Veterinarian Authorization-Medical Emergencies
This release gives Hank & Hound full authorization to seek medical treatment from nearest veterinarian in the case of any medical emergencies while in the care of Hank & Hound. All veterinarian costs and expenses will be the responsibility of the animal's owner.

Current Vaccinations
Pets must be up to date on Rabies and we strongly recommend they are current on distemper and Bordetella. Proof of rabies or current titer test must be given prior to a grooming appointment. Please provide dates of rabies shots as they are given to update your file.

Cancellations/No call, No Show
Because we book on an hourly basis and cancellations can leave an empty block in the schedule that could have otherwise been used by another customer, we ask that any salon cancellations are made MINIMUM 24 business hours in advance. Cancellations must be made in writing via email, text (to your respective groomer), or social media message. Cancellations made via phone voice mail will not be accepted and will result in no show fee. No shows will be required to pay the full price of their groom.

Pickup
At Hank & Hound Grooming, we value both your time and ours. To ensure our schedule runs smoothly and all pets receive the attention they deserve, we require that all dogs be picked up within 15 minutes of their
completion notification (call, text, or message from your groomer).
If a dog is not picked up within this 15-minute grace period, a late pickup fee of $1 per minute will be applied,
beginning at the 16th minute after notification.
This policy is in place to:
-Respect the next client’s scheduled appointment time
-Prevent overcrowding in the salon for the comfort and safety of all pets
Ensure our groomers can maintain an efficient and stress-free environment

Dangerous or Aggressive Animals
Refusal of Service
Hank & Hound has the right to refuse any services at any time. In the event that your animal is too stressed or becomes dangerous to groom, Hank & Hound has the right to refuse grooming services, stop grooming
services, or cancel grooming services at any time before, during, or after grooming and client will be charged a grooming fee (for what was done up until that point)

Double Coat Policy

At Hank & Hound Grooming, we do not shave double-coated dogs.

Double coats serve an important purpose — they act as natural insulation, protecting the dog from both heat and cold. The undercoat helps regulate body temperature, while the outer coat shields the skin from sun exposure and environmental elements. Shaving a double coat can cause permanent damage to the hair’s growth pattern, resulting in uneven regrowth, matting, or a “patchy” appearance. More importantly, removing this natural insulation can make it harder for the dog to regulate body temperature, putting them at risk for heat stroke in summer or hypothermia in winter.

Our grooming team is happy to discuss safe alternatives, such as deshedding treatments, coat maintenance, and proper brushing, to keep your dog comfortable and healthy without compromising their coat integrity.

Matted Coats
Pets with severely matted coats require extra attention. Mats in a pet’s coat grow tight, and can ultimately damage and tear the pet's skin, which provides a breeding ground for parasite infestations. Hank & Hound
Grooming will not cause serious or undue stress to your pet by de-matting. Mats can be very difficult to remove, and may require the pet to be shaved. Removing a heavily matted coat can cause nicks, cuts or
abrasions due to skin growths trapped in the mats. Heavy matting can also trap moisture and urine near the pet's skin allowing mold, fungus or bacteria to grow, producing skin irritations that existed prior to the grooming
process.
After- effects of mat removal procedures can include itchiness, skin redness, self-inflicted irritations or abrasions and failure of the hair to regrow. In some cases, pets may also exhibit brief behavioural changes.
Prevention is the best defense by scheduling regular grooming appointments, every 4-6 weeks. If your pet needs to be shaved to remove matting, by signing below, you acknowledge that you agree to this procedure, and any risk.
There will be an additional charge for this process: it is time consuming, and causes extra wear and tear on grooming equipment. The additional charge can be estimated by groomer prior to appointment.

Fleas/Ticks
The health, safety, and comfort of all pets in our care are our top priority. To ensure a clean, pest-free environment for every client, we maintain the following Flea Policy:

Flea Bath Requirement

If fleas are present, a mandatory flea bath will be performed immediately to prevent contamination of the salon. Owner will be contacted for pickup immediately following to bath. Dog will be towel dried and sent
home.
Salon Sanitation
If a flea-positive pet is treated in our salon, the facility will be disinfected and treated immediately to eliminate any risk of infestation. This may temporarily delay other appointments. Due to this setback we do require the full appointment fee to be paid upon pickup to makeup for lost business.

Use of Muzzles
Muzzling does not harm your animal and protects both the animal and the groomer. In some cases, muzzling may even calm a stressed animal, allowing the grooming process to continue. If an animal still acts in a way that is dangerous, Hank & Hound has the right to stop grooming services at any time and a service fee will be collected. We do not muzzle unless your pet gives us a reason to. Other methods are used to calm your pet,
muzzling is a last resort

Harassment Policy
At Hank & Hound Grooming, we are committed to maintaining a safe, respectful, and positive environment for both our clients and our team members. While we deeply value our customers, we have a zero-tolerance policy toward any form of harassment, abuse, or intimidation directed at our employees.

Definition of Harassment
Harassment includes (but is not limited to):

-Verbal abuse, shouting, insults, threats, or profanity toward staff.
-Discriminatory, sexist, racist, or otherwise offensive remarks.
-Intimidation, bullying, or attempts to embarrass or demean staff.
-Physical aggression or unwanted contact.
-Persistent or inappropriate messages (in-person, by phone, email, or social media).

Expected Conduct
All customers are expected to:
Treat staff with the same respect and courtesy they receive, communicate concerns calmly and professionally and follow all posted policies regarding appointments, cancellations, payments, and pet safety.

Our Response
If a customer engages in harassment or abuse:

-The employee may immediately end the interaction (in-person or online).
-Management may refuse service temporarily or permanently.
-In cases of severe or repeated behavior, the customer may be banned from the premises, and law enforcement may be contacted if necessary.

Support for Employees
We encourage our staff to:
-Document any incident of harassment or inappropriate conduct.
-Report all incidents to management immediately.
-Prioritize their own safety and step away from unsafe situations without penalty.

Our Commitment

Our team deserves to work in an environment free from fear, disrespect, or hostility. We
reserve the right to refuse service to anyone who violates this policy.

Photographs & Videos
This release authorizes Hank & Hound to take photos of your pet for client file and for company website and social media pages. All photos taken are the property of Hank & Hound.

Payment
Payment is due at time of pick-up. We accept cash, debit/ interact, and credit cards.

Satisfaction
Your satisfaction is important to us. If you are unhappy for any reason, and would like something adjusted, we will be happy to make any adjustments when you pick-up your pet from his/her appointment. Once, however, you take your pet home from the appointment, any return visits will be treated as a new appointment and client will be charged a grooming fee.

I have reviewed this Service Contract for accuracy and understand the contents of this contract. I affirm that I am the rightful legal owner of the dog(s) for which services are being rendered. I authorize this signed contract to be valid approval for future grooming services, permitting Hank & Hound to accept telephone reservations or emails for service without additional signed contracts or written authorization. I understand that pricing is subject to change.

Information We Collect

We collect information that you provide directly to us, including name, email address, phone number, and payment information.

How We Use Your Information

We use the information we collect to provide, maintain, and improve our services, process transactions, and communicate with you.

Information Sharing

We do not sell or rent your personal information to third parties. We may share your information with service providers who assist us in operating our business.

Data Security

We implement appropriate security measures to protect your personal information from unauthorized access, alteration, or destruction.

Acceptance of Terms

By accessing and using our services, you accept and agree to be bound by these terms and conditions.

Modifications

We reserve the right to modify these terms at any time. Changes will be effective immediately upon posting to our website.

Limitation of Liability

We shall not be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with our services.

Governing Law

These terms shall be governed by and construed in accordance with applicable laws.