Grooming, Cancellation and Payment Policy

Scruffy to Fluffy manages grooming enquiries, appointment changes, and payment questions through its customer care team. This policy explains how clients can request a cancellation or reschedule, how payment concerns are reviewed, and what information may be needed to evaluate a request. The terms that apply to an individual appointment may also depend on the services discussed, the condition of the pet's coat, the estimate accepted by the client, and any work already completed. We aim to communicate service expectations clearly so clients can make informed decisions before and during a grooming visit.

Grooming appointment cancellations

• Clients can request an appointment cancellation or schedule change by contacting the grooming team at [email protected] or by calling our customer care number.
• Requests are reviewed during normal customer service operations. The time needed to process a change may depend on appointment availability, the amount of notice provided, and whether the pet has already arrived or grooming has begun.
• Once a request has been reviewed, the team will explain any confirmed schedule changes, applicable charges, updated appointment details, and any additional steps the client may need to take.
• If grooming has already started, cancelling a future appointment does not automatically reverse charges for services already performed, products or materials specifically prepared for the appointment, or other costs disclosed and agreed upon in advance.
• Clients should provide their name, contact details, appointment date, pet's name, and any booking reference available so the team can identify the correct appointment and respond accurately.

Refund and payment reviews

Refund requests are considered individually, taking into account the agreed service details, payment records, appointment status, and the circumstances described by the client. Where applicable and permitted by the agreed terms, the review may consider grooming services already completed, time spent on coat preparation, detangling or trimming, nail care performed, and any other disclosed work carried out during the visit. A booking or payment does not guarantee that every requested grooming procedure can be completed exactly as anticipated, particularly if the pet's coat condition, behaviour, or comfort requires a change in approach.

If the groomer identifies additional needs during the appointment, such as extensive matting, a coat condition requiring extra time, or a need to modify the requested style, the team will explain the available options and any potential price adjustment before proceeding with additional work where practicable. Clients may ask for clarification about the recommended services, estimated charges, or alternatives before authorising changes. Any refund or payment adjustment will be considered after the relevant details have been reviewed. Please retain appointment confirmations, receipts, estimates, and related correspondence to help resolve billing questions.

Payment and service inquiries

For questions about a grooming estimate, appointment charge, completed service, payment, or cancellation, contact +1 (305) 300-2863, email [email protected], or visit 16451 NW 67th Ave, Miami Lakes, FL 33014 to discuss the matter with our team. Please contact us before visiting to confirm arrangements. When submitting a billing enquiry, include the relevant appointment details and a clear description of your concern. Do not send full payment card numbers, account passwords, or other confidential financial credentials by email.

Grooming estimates and service approval

Grooming estimates are based on the information available when the appointment is arranged and may be adjusted after the groomer assesses the pet's coat, size, condition, and handling requirements. Tangling, matting, shedding, coat length, nail condition, and the time required to complete the requested style can affect the scope of a grooming session. Some requirements may only become apparent once the pet has been examined in person. If the recommended work or expected cost changes materially, our team will explain the proposed adjustment and seek the client's approval before proceeding with additional services where practicable.

Grooming duration can vary according to the pet's needs, comfort, coat condition, and response to handling. If a pet shows signs of significant distress or a requested procedure appears unsuitable, the groomer may recommend modifying or stopping part of the service to prioritise the pet's welfare. In such circumstances, the team will explain what has been completed, what could not be carried out, and whether a revised plan or follow-up appointment may be appropriate. Estimates and appointment times are provided to help with planning and should not be treated as guarantees when circumstances change.

Questions about this policy

Scruffy to Fluffy aims to explain grooming arrangements, service charges, and payment decisions clearly and to consider each enquiry fairly. If you believe a charge, cancellation, or service decision needs further explanation, contact our customer care team with the relevant appointment details. We will review the information available and explain the applicable terms and possible next steps. This policy should be read alongside the Terms of Use and any appointment confirmation or service estimate provided for your pet.