Policies and Standards of Care

Standard of Care Policy Statement 

1. Commitment-Based Scheduling

As a small, boutique grooming salon we are dedicated to providing individualized attention to every dog in our care. To ensure each pet receives the time, attention, and quality of care they deserve, each groomer limits their schedule to 7 appointments per day.

Grooming appointments are scheduled on a 2 or 4 week consistent rotation.  Our commitment-based scheduling model supports optimal skin and coat health, maintains hygiene, establishes a predictable grooming routine, and is rooted in the Science of Skin and the natural 21-day skin and coat cycle.  

Our training, continuing education, and professional experience, have taught us that maintaining a consistent 4-week grooming schedule is one of the most effective maintenance tools to help keep their skin, coat, nails, pads and ears healthy, reduces dandruff, skin issues and matting

A 4-week appointment rotation is recommended for all breeds. However, we offer flexibility for short- and medium-coated dogs that do not require full coat maintenance from a groomer.

Prior to check-out, all dogs receive one-on-one attention from a professional groomer.

The following services are always performed by a groomer at The Spaw

• • Nail filing
  • Coat raking and brushing
  • Paw pad trimming
  • Pad conditioning
  • Sanitary maintenance

Why Routine Matters

Coat Maintenance – Prevents matting and supports the long-term health of your dog’s coat and skin.

Hygiene & Skin Health – Promotes cleanliness, reduces odors, and helps prevent infections and parasites. Brushing and bathing maintain a healthy skin barrier.

Early Detection – Our groomers regularly observe skin, ears, nails, gait, and movement often identifying issues early before they progress.

Comfort & Stress Reduction – Routine grooming builds familiarity and comfort. Many dogs come to enjoy the process as a positive and tactile extension of their bond with us.

Preventative Care – Regular nail trimming prevents discomfort and joint issues. Ear cleaning helps prevent ear infections and related complications.

2. New Appointment Availability

Due to our limited capacity, high demand, and commitment-based scheduling model, new appointments become available through attrition—when clients move or, sadly, after the passing of a pup.

Clients who are not part of our commitment based recurring appointment rotation may request to be added to our “Will Call | Waitlist”.

Incoming system appointment requests will be added to our “Will call | Wait list” or an alternate date may be proposed. Requesting an appointment is not confirmation of an approved appointment. Staff will review the request and send follow up communication concerning the status via system text or email. The Spaw reserves the right to decline service at any time.

3. Cancellations & Rescheduling 

A limited number of Spaw appointments are available each day.  Our Groomers, Spaw Assistants and Attendants are carefully scheduled to serve your pet’s individual scheduling and care needs.  

One cancellation or reschedule placing the appointment outside of the regular appointment rotation is permitted per 6-month period. 

We will make every effort to accommodate scheduling needs and may reach out to other clients to facilitate a time swap, when possible.

Additional cancellations or reschedules may result in the loss of your recurring time slot, future appointments, and our ongoing commitment to your rotation.

Cancellations with less than 24 hours’ notice during regular business hours will be are subject to a $25 cancellation fee.

No-shows will be subject to a $25 cancellation fee and will result automatic forfeiture of future appointment commitment.

4. Check-in & Pick -Up

Please note: We have a small lobby and do not provide a waiting area for clients. We do invite you to enjoy the Lily Pad our “front pooch patio”!

5. Appointment Duration

Appointment window will typically last 3 to 4 hours, but may vary based on:

Breed and size, coat condition, behavior and temperament, and skin or coat issues requiring additional time

Notification of Service Completion

A message will be sent via your Spaw account and in accordance with your selected account preferences; email, text or both.  Please note, the amount of time it takes for grooming varies by breed, weight, health, services, and treatments provided.  

6. Extended Service Fees

Extended grooming fees associated with matted dogs, geriatrics or the like  will be based on an hourly rate of $60 per hour.  

7. Payment

Payments for Spaw services are due at the time service is rendered.  Cash and Check payments are the preferred method of payment however, Cash, checks, and credit cards are all accepted.  Please make checks and payable to The Spaw. 

Effective March 1, 2023, a 3.5% transaction fee will be included for all credit/debit transactions. 

Returned Check Charge: A $40 fee will be assessed for returned checks. Client is responsible for all costs of collection.Accuracy of Profile Information

8. Accuracy of Pet Profile Information

We are committed to providing the best care possible for your pup. We are dependent, however, on you to provide us with the most accurate information concerning your pet(s). It is the sole responsibility of each client to provide accurate, detailed, up to date information. You are required to review, edit and update your client & pet profile data prior to the commencement of each new service to ensure proper care of your pup while in our care. Service will be executed in accordance with the information detailed within your client and pet profiles. The Spaw is not liable or responsible for any erroneous or misinformation within your client or pet profile.

9. Staff injuries

To the extent our employees or contractors are injured by your pet, you agree to accept all responsibility for injuries, including but not limited to the payment of medical bills. You also agree to indemnify, defend, and hold harmless The Spaw by Homeward Bound, Inc. from any claims arising from these injuries, including but not limited to, the cost of defending the claim, including attorney’s fees and the payment or satisfaction of any future judgment.  

10. Spaw Reports

A Report will be provided documenting any finding including physical findings, activities, behavior and mood during their experience at the Spaw.  

11. Communication/Social Media

Photos taken of your pet, while in our care, may be shared on our business social media sites such as Facebook and Twitter. In accordance with our privacy policy, neither last names nor locations will be disclosed.  

12. Medical|Vaccinations|Immunizations|Behavior  

Due to our exposure to many pets throughout the day, we require all pets have the necessary vaccinations and immunizations, as recommended by your veterinarian, and have a verified monthly, annual or bi-annual heart worm preventative on record as well as verified flea and tick preventative. Heart worm preventative needs to begin by at least 6 months of age for puppies unless otherwise directed by your veterinarian.

You may be asked for proof of rabies, distemper and bordetella vaccinations or your veterinarian may be contacted directly to confirm vaccination status and medical clearance.  Dogs may not visit the Spaw with an active contagious illness or be undergoing heartworm treatment.  

The Spaw will not accept pets with aggressive behavior or tendencies or those with a history of bite incidents.

The Spaw prohibits the use of sedatives for Spaw services and will not accept dogs who have been given sedatives by their pet parents prior to Spaw visits such as; Acepromazine. No sedatives will be administered by Spaw staff or used during Spaw services.  

Calming supplements and some Veterinary prescribed anti-anxiety medications such as; Trazadone, Gabapentin, Alprazolam or Diazepam are acceptable. 

The Spaw is not liable for issues arising from ongoing or un-diagnose medical concerns; such as heart disease and seizure disorders. Grooming sessions may cease should we detect a change in behavior such as coughing, chocking or lethargy which may result in your pet being taken to the closest veterinarian or your vet on record.  

Seizures

Dogs who have a know seizure disorder and who have had an active seizure within 48 hours of their Spaw appointment will be rescheduled. If a seizure occurs within 1 week of their Spaw visit, clients are asked to bring their veterinary prescribed “rescue medication” in the event a seizure occurs during their visit. The medication will be logged as accompanying property upon check-in,  handled in accordance with and as directed by your veterinarian.

Fleas

Dogs who are found to have fleas, will be given a Capstar and will be required to wait up to 30 minutes in our courtyard while the Capstar takes effect. They will also be treated with a flea & tick shampoo, which will be added to the service invoice.  Capstar will not be given to dogs with a known seizure disorder. 

13. Veterinary Treatment 

In order to use our services, The Spaw requires that each client provide veterinary authorization in the event our employees or contractors deem it necessary to take your dog to a veterinarian for treatment. While every effort will be made to reach you prior to taking your dog for veterinary care  it remains the sole discretion of our employees or contractors to determine whether treatment is necessary.  Should our employees or contractors determine that treatment is necessary, the pet will be immediately taken to the veterinarian on record during regular business hours, Bottletree Animal Hospital or Animal Clinic of Oxford should the emergency occur after regular veterinary business hours. 

Acknowledgement 

By signing this agreement and creating your Spaw account, you are authorizing The Spaw to charge for any veterinary care deemed necessary.  The Spaw shall be and is hereby released from and indemnified against any and all financial liabilities related to transportation, treatment, and expense for veterinary care. Client shall reimburse The Spaw for any and all expenses incurred for any veterinary care provided to or for the benefit of Client’s pet(s). In addition the Client will be billed $50 for veterinary emergency trips to include the first 30 minutes of care. Any additional time spent will be billed at a rate of $25 per hour and all other usual and customary fees associated with the veterinary or medical care needed for your pet. 

14. Geriatric pets  

It is the sole responsibility of the client to provide The Spaw with as much information as possible within your Spaw client profile, to adequately care for your geriatric pet(s).  This includes but is not limited to information concerning any medical issues, so we may best meet their specific care needs.  End of life issues are a difficult subject. If The Spaw will be caring for your geriatric pet, we encourage you to discuss your wishes with your veterinarian and have a plan in place. 

The Spaw will not make end of life decisions on behalf of the client. 

15. Collars|Leashes

Please provide secure collars with appropriate tags for all pets.  Collars will be removed from all dogs when secured in Spaw rooms and replaced at the end of service.  If a collar is not provided, we will substitute with a paper ID collar, writing their first|last name and the Spaw’s phone number.  Leashes will remain in the custody of the client.

All pups under 10 lbs and brachial cephalic breeds will be walked using a “cross-body” leash method while in our custody

16. Privacy Policy 

All client information will be kept private and confidential. Client names, home addresses and client profile information will be held in the strictest of confidence.  Client email addresses will remain private. The email addresses associated with your account may be added to our monthly mailing list. You may unsubscribe at any time.  

17. Humanity above Vanity|Matted Dogs 

The Spaw staff will groom matted pets under the following guidelines. A severely matted pet will be clipped with the safest clipper blade length possible. This means they will be “shaved”.   Due to the extremely painful and time consuming process of “shaving” severely matted dogs, this will be the only option considered. Spaw fees are assessed at an additional rate of $60 per hour for any time spent beyond the scheduled time anticipated for the breed.

Removing/shaving matts can be very stressful for both the dog and the groomer. It is painful and very dangerous. Matted hair pulls, binds and causes bruising which is painful to the skin. Client understands and assumes all risks and unintended consequences resulting from shaving including but not limited to; damage to coat affecting future re-growth, skin irritation and environmental exposure risks. Homeward Bound is not responsible for Injuries related to mat removal.

The skin under matted hair coats is often red, swollen, cracked and is dangerous to groom. Matted coats and excessive undercoat (the cause of matting) result in a variety of skin problems for your pet. Matted hair does not allow for air circulation to the skin, which causes hot spots, bacterial and fungal infections. Fleas, ticks and other parasites may be trapped in the coat causing further skin infections. 

A semi-matted dog may be offered a one-time only de-matting treatment. We will not routinely dematt your dog. De-matting is done with a matt splitter, rake or slicker brush. These tools are very sharp and used directly next to the raw/inflamed skin that is almost always present with matted hair.  De-matting will only be done if your dog only a few matts which are not close to the skin

The Spaw by Homeward Bound, Inc. reserves the right to update or change policies at any time.