Cancellation, Rescheduling & Late Arrival Policy
At At Soft Haven Grooming, each appointment is reserved specifically for your pet. Because I accept a limited number of appointments each day, cancellations and rescheduling can leave openings that are difficult to fill, even with advance notice.
I understand that plans change and unexpected situations happen. The following policy helps protect the time reserved for each appointment while still allowing flexibility when needed.
Cancellations & Rescheduling
Please provide at least 72 hours notice if you need to cancel or reschedule your appointment.
72+ hours' notice: No fee
48–72 hours' notice: 25% of the scheduled service price
Less than 48 hours' notice: 50% of the scheduled service price
No-show: 100% of the scheduled service price
Rescheduling within 72 hours is treated the same as a cancellation because the original appointment time was reserved specifically for your pet.
Any outstanding cancellation or no-show fee must be paid before another appointment can be reserved.
Late Arrivals
A 15-minute grace period is provided for appointments.
Arrivals more than 15 minutes late will have a $15 late fee added to the appointment total.
I will make every reasonable effort to complete your pet's scheduled services. However, arriving late does not guarantee that all scheduled services can be completed if there is no longer enough time to do so safely and without significantly affecting another client's appointment.
If an arrival is late enough that I am unable to reasonably complete the appointment, the appointment may need to be canceled and the applicable cancellation fee will apply.
New Client Deposits
A 25% deposit is required to reserve a new client's first appointment. The appointment is not considered reserved until the deposit has been received.
The deposit is applied toward the total cost of the appointment.
If the first appointment is canceled or rescheduled:
72+ hours' notice: The deposit may be transferred once to a rescheduled appointment or refunded if you choose not to reschedule.
48–72 hours' notice: The deposit will be applied toward the 25% cancellation/rescheduling fee.
Less than 48 hours' notice: The deposit will be applied toward the 50% cancellation/rescheduling fee, with the remaining balance due before another appointment can be reserved.
No-show: The deposit will be applied toward the 100% no-show fee, with the remaining balance due before another appointment can be reserved.
After the first completed appointment, deposits are not routinely required.
Soft Haven Grooming reserves the right to require a deposit or prepayment for future appointments following repeated cancellations, rescheduling, late arrivals, or a no-show.
Emergencies & Unexpected Circumstances
I understand that genuine emergencies, illnesses, severe weather, and other circumstances outside of your control can happen.
Please contact me as soon as reasonably possible. Cancellation, rescheduling, or late fees may be reduced or waived at my discretion depending on the circumstances.
Thank you for understanding and for respecting the time reserved specifically for you and your pet.