At Toutou Village, the health, safety, and comfort of your pet are our top priorities. We also strive to respect the time and efforts of our professional groomers. Please review the following terms and conditions carefully:

1.  Appointment Timing & Behavior
   – Standard grooming appointments take approximately 2 hours, depending on the breed, coat condition, and
   requested services. Express services may be available upon request.
   – All dogs must be on a leash and all cats must be in a secure carrier when entering or exiting the salon.
   – Dogs in heat will not be accepted. Please reschedule with at least 24 hours’ notice.
   – Pets exhibiting aggressive behavior, extreme stress, or posing a safety concern may be refused or have
   services stopped. In such cases, a $30 special handling fee or the full grooming fee may apply.
   
2. Health, Fleas, and Matted Coats
   – Dogs with fleas, ticks, or lice will not be groomed. The owner will be asked to pick up the pet immediately.
   Grooming can be rescheduled after proper treatment.
   – Severely matted or pelted pets may receive a full shave-down for humane reasons.
   – Double-coated breeds will not be shaved unless medically necessary.
   – No sedation or calming aids are used during grooming.
   
3.  Grooming Completion & Liability
   – Grooming services are non-refundable once completed.
   – Any concerns must be reported at the time of pickup. We’ll do our best to resolve any issue on the spot at
   no extra cost.
   – Once your pet leaves the store or is picked up at your doorstep, Toutou Village is no longer responsible for
   any incident occurring afterward.
4. Cancellation & No-Show Policy
   Groomers at Toutou Village are paid on commission. Missed or last-minute cancellations directly affect their
   income and our ability to serve others. Therefore:
   – We require a minimum of 48 business hours’ notice to cancel or reschedule an appointment.
   – Same-day cancellations will be charged 50% of the grooming fee.
   – No-shows (no call or calling after the appointment time) will be charged 100% of the grooming fee.
   – If a client fails to cancel or no-shows twice within 12 months, they must pay the full grooming fee in advance
   for any future appointments.
   
5. Deposit Policy
   – A deposit may be required to confirm certain appointments at the discretion of management.
   – Clients who have not visited for over 12 months are considered new clients and will be required to pay a
   non-refundable deposit to book any appointment.
   – Clients who fail to cancel or no-show two times within 12 months must also pay the full grooming fee in
   advance for future appointments.
   – Regular clients with consistent attendance and no cancellation issues are not required to pay a deposit.
   – All deposits are non-refundable. In the case of no-show or late cancellation, the deposit will be forfeited and
   cannot be transferred or credited.

Thank you for your understanding and cooperation. These policies help us deliver safe, timely, and high-quality grooming services to all our valued clients.
Last updated: May 17, 2025