Terms of Service
Terms of Service
1. BOOKING AND DEPOSITS
1.1 Card on File Requirement
A valid credit or debit card on file is required to complete any booking with SavyTails. By providing your card information, you authorize SavyTails to charge applicable fees in accordance with these Terms, including but not limited to deposits, service charges, cancellation fees, and rescheduling fees.
1.2 Deposit Policy
A non-refundable deposit of $25.00 is required to secure all appointments, subject to the following:
| Client Type | Deposit Requirement |
|---|---|
| Non-Recurring Client | $25.00 deposit required at every booking. Applied toward total service cost. |
| Recurring Client — First Appointment | $25.00 deposit required for the first appointment only. |
| Recurring Client — Subsequent Appointments | No deposit required after the first completed appointment under an active recurring schedule. |
The deposit is applied toward the total cost of the scheduled service. The deposit is forfeited in full if the appointment is cancelled within forty-eight (48) hours of the scheduled start time or rescheduled within twenty-four (24) hours of the scheduled start time, as described in Section 2.
1.3 Recurring Client Status
A Recurring Client is a client who has completed their first appointment and affirmatively opted into a 4-week or 8-week recurring grooming schedule, resulting in pre-booked future appointments. Recurring Client status entitles the client to reduced deposit obligations and grandfathered pricing as described in Section 3.
Recurring Client status is forfeited upon the occurrence of any of the following:
- Three (3) cancellations within forty-eight (48) hours of a scheduled appointment;
- Three (3) no-shows to scheduled appointments;
- Three (3) same-day reschedule requests;
- Any combination of the above totaling three (3) occurrences; or
- Voluntary removal from the recurring schedule by the Client.
Upon forfeiture of Recurring Client status, the Client will be notified in writing. Standard deposit and pricing terms will apply to all future bookings. Recurring Client status may be reinstated at SavyTails’ discretion following the completion of a new first appointment and re-enrollment in a recurring schedule.
2. CANCELLATION, NO-SHOW, RESCHEDULING, AND NO-ACCESS POLICY
This section governs all appointment changes, cancellations, reschedules, no-shows, and no-access events. Please read it carefully — charges are applied automatically to the card on file.
Cancellations
2.1 Cancellation With Adequate Notice (48+ Hours)
Cancellations made more than forty-eight (48) hours prior to the scheduled appointment start time will result in a full refund of the deposit or, at the Client’s election, application of the deposit toward a future appointment. No additional charge applies.
2.2 Cancellation Within 48 Hours
Cancellations made within forty-eight (48) hours — but more than twenty-four (24) hours — of the scheduled appointment start time will result in forfeiture of the $25.00 deposit and a charge of fifty percent (50%) of the total ticket amount for the scheduled service. The 50% charge will be automatically applied to the card on file. For Recurring Clients, this counts as one (1) strike toward the three-strike limit under Section 1.3.
2.3 Same-Day Cancellation
A cancellation made on the day of the scheduled appointment after SavyTails has confirmed the appointment and prepared for service will be treated as a same-day cancellation. The full service price for the scheduled appointment will be automatically charged to the card on file. For Recurring Clients, this counts as one (1) strike toward the three-strike limit under Section 1.3.
2.4 No-Show
A no-show occurs when the Client fails to be present, available, or reachable at the scheduled appointment time without prior cancellation. The full service price for the scheduled appointment will be automatically charged to the card on file. For Recurring Clients, this counts as one (1) strike toward the three-strike limit under Section 1.3.
2.5 No-Access (Savy Turnkey Clients)
For clients enrolled in the Savy Turnkey Add-On service, a no-access event occurs when SavyTails arrives at the scheduled location and is unable to access the premises or retrieve the pet due to circumstances within the Client’s control. In the event of a no-access, the full service price for the scheduled appointment will be automatically charged to the card on file.
Rescheduling
2.6 Rescheduling With Adequate Notice (48+ Hours)
Clients who wish to reschedule an appointment must provide a minimum of forty-eight (48) hours’ advance notice. When adequate notice is provided, the existing deposit will be applied toward the new appointment.
2.7 Rescheduling Within 24 Hours
Rescheduling requests made within twenty-four (24) hours of the scheduled appointment start time will result in forfeiture of the $25.00 deposit. A new $25.00 deposit is required to secure the rescheduled appointment.
2.8 Same-Day Reschedule
A same-day reschedule request is treated the same as a same-day cancellation. The full service price for the scheduled appointment will be automatically charged to the card on file.
2.9 Policy Summary Table
| Scenario | Deposit | Additional Charge | Strike | New Deposit |
|---|---|---|---|---|
| CANCELLATIONS | ||||
| Cancel 48+ hours in advance | Refunded or applied | None | No | No |
| Cancel within 48 hours | Forfeited | 50% of total ticket | Yes | Yes |
| Same-day cancellation | Forfeited | Full service price | Yes | Yes |
| No-show | Forfeited | Full service price | Yes | Yes |
| No-access (Turnkey) | Forfeited | Full service price | Yes | Yes |
| RESCHEDULING | ||||
| Reschedule 48+ hours | Applied to new appt | None | No | No |
| Reschedule within 24 hours | Forfeited | None | Yes | Yes |
| Same-day reschedule | Forfeited | Full service price | Yes | Yes |
3. PRICING AND GRANDFATHERED RATES
3.1 Standard Pricing
Current service pricing is available at SavyTails.com and in SavyTails’ current service menu. Pricing is subject to change. SavyTails will provide clients with thirty (30) days’ written notice before implementing any pricing changes.
3.2 Grandfathered Pricing for Recurring Clients
Recurring Clients are entitled to the service rates in effect at the time their recurring schedule was established. Grandfathered Rates are locked for the duration of active Recurring Client status. Upon forfeiture of Recurring Client status, standard current pricing applies to all future bookings.
3.3 Additional Charges
Additional charges beyond the standard service price may apply in the following circumstances. The Client will be informed of any additional charges before they are applied:
- Severely matted coat requiring dematting or shave-down;
- Excessive shedding requiring extended blow-out or deshedding treatment;
- Behavioral challenges requiring additional handling time or techniques; or
- Any other condition that materially increases the time or complexity of the service.
4. SAVY TURNKEY ADD-ON SERVICE
4.1 Service Description
The Savy Turnkey Add-On is an optional $50.00 add-on that allows SavyTails to provide a full grooming service without requiring the Client to be present. SavyTails will coordinate access, retrieve your dog, conduct a pre-groom walk, perform the full scheduled grooming service, and return your dog safely home.
4.2 Turnkey Authorization Form
A signed Savy Turnkey Authorization Form is required prior to the first Turnkey Service appointment. By signing the Authorization Form, the Client grants SavyTails permission to access their premises and handle their dog without the Client present.
4.3 Client Responsibility for Access
It is the Client’s responsibility to ensure that valid, working access credentials are provided and maintained for all scheduled Turnkey Service appointments. SavyTails is not responsible for any delay or inability to perform services resulting from inaccurate, expired, or revoked access credentials.
5. PET HEALTH, PRE-EXISTING CONDITIONS, AND SENIOR PETS
5.1 Client Health Disclosure Requirement
At the time of creating a client profile with SavyTails, the Client is required to disclose all known health conditions, physical limitations, behavioral concerns, and relevant medical history for their pet. SavyTails relies on this information to provide safe and appropriate grooming services.
5.2 Senior Pet Policy
Dogs age nine (9) years or older are considered senior pets. SavyTails reserves the right to require a written veterinary letter prior to providing grooming services for senior pets. The cost of obtaining a veterinary letter is the sole responsibility of the Client.
5.3 Limitation of Liability for Pre-Existing Conditions
SavyTails exercises professional care and skill in performing all grooming services. However, SavyTails is not responsible for any adverse health event arising from a pre-existing condition, undisclosed health condition, age-related decline, or undisclosed behavioral history. Nothing in this section limits SavyTails’ liability for harm caused by the negligence or misconduct of SavyTails personnel.
6. SERVICE REFUSAL AND DISCONTINUATION POLICY
6.1 Right to Refuse or Stop Service — Animal and Groomer Safety
The groomer has sole and absolute discretion to pause, modify, refuse, or permanently discontinue any grooming service at any point if continuing poses a risk of physical harm to the animal or groomer. If a grooming service is stopped for safety reasons, the full service price will be automatically charged to the card on file. No partial charge or refund will be issued.
6.2 Right to Refuse or Discontinue Service — Client Conduct
SavyTails reserves the right to refuse, pause, or permanently discontinue service to any Client whose conduct is verbally abusive, threatening, harassing, physically aggressive, or repeatedly uncooperative. If service is refused due to Client conduct, the full service price will be automatically charged to the card on file. No partial charge or refund will be issued.
7. DATA COLLECTION AND PRIVACY
7.1 Information Collected
SavyTails collects personal and pet-related information including Client name, contact information, address, payment information, pet name, breed, age, weight, and health history.
7.2 Use of Client Data
Client data is used for scheduling and delivering grooming services, internal business analysis, internal marketing research, and appointment communications.
7.3 Data Sharing and Sale
SavyTails will not sell, rent, or transfer Client personal data to any third party for commercial purposes without the Client’s explicit prior written consent.
7.4 Data Security
SavyTails takes reasonable measures to protect Client data. In the event of a data breach, SavyTails will notify affected Clients in accordance with applicable North Carolina law.
7.5 Client Rights
Clients may request access to, correction of, or deletion of their personal information by contacting SavyTails at info@savytails.com. SavyTails will respond within thirty (30) days.
8. GENERAL PROVISIONS
8.1 Agreement to Terms
By booking an appointment with SavyTails, the Client acknowledges that they have read, understood, and agreed to these Terms of Service in their entirety.
8.2 Updates to Terms
SavyTails reserves the right to update or modify these Terms at any time. Clients will be notified of material changes at least thirty (30) days in advance.
8.3 Governing Law
These Terms are governed by the laws of the State of North Carolina. Any disputes shall be resolved in Mecklenburg County, North Carolina.
8.4 Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
8.5 Contact
For questions about these Terms, please contact SavyTails at:
SavyTails: Mobile Pet Grooming, LLC
704-288-1040
info@savytails.com
SavyTails.com
Charlotte, NC
9. SERVICE ANIMALS, EMOTIONAL SUPPORT ANIMALS, AND WORKING DOGS
9.1 Scope of This Section
This section applies to all dogs presented for grooming services by an owner or handler who identifies the dog as a service animal, emotional support animal (ESA), therapy dog, facility dog, or working dog of any kind (each a “Working Animal”).
9.2 SavyTails Is a Grooming Service, Not a Public Accommodation Under Title III
SavyTails provides professional dog grooming services at on-site pet grooming stations located within private residential communities. SavyTails operates as an invited vendor within private residential property and does not operate a facility that is freely and generally open to the public. Out of an abundance of caution and respect for clients with disabilities, SavyTails voluntarily follows the service animal inquiry standards described in this Section. Nothing in this Section constitutes a waiver of SavyTails’ rights as a private grooming service provider, nor an admission that SavyTails is subject to Title II or Title III of the Americans with Disabilities Act (ADA) with respect to its grooming operations.
9.3 The Two Permitted Questions
When it is not obvious that a dog presented for grooming is a service animal, a SavyTails groomer or staff member may ask the following two questions — and only these two questions:
- Is this dog a service animal required because of a disability?
- What work or task has the dog been trained to perform?
SavyTails will not ask about the nature or extent of the client’s disability. SavyTails will not require documentation, certification, identification cards, or proof of training as a condition of service. SavyTails will not ask the dog to demonstrate its trained task. These questions may only be asked when the dog’s status is genuinely unclear — they will not be asked when the dog’s service role is obvious (for example, a dog guiding a client who is visually impaired or pulling a wheelchair).
9.4 When SavyTails May Decline or Discontinue Service
SavyTails may decline to begin, or may stop, a grooming session involving a Working Animal in the following circumstances. These grounds apply regardless of the dog’s working status and are consistent with SavyTails’ existing service refusal policy under Section 6:
- The dog’s behavior poses a direct threat to the health or safety of the groomer or other animals present — including but not limited to biting, snapping, uncontrolled aggression, or sustained lunging that cannot be safely managed;
- The dog is out of control and the handler is not present or is unable to take effective action to bring the dog under control;
- The dog’s coat condition, health presentation, or undisclosed pre-existing condition makes grooming unsafe under Section 5; or
- The groomer’s professional judgment, exercised in good faith and based on the individual animal’s observed behavior, is that proceeding would create an unreasonable risk of harm to the animal or the groomer.
A service animal may not be declined or removed based on breed assumptions, generalizations about how a breed might behave, or discomfort with the dog’s working role. Any decision to decline service must be based on the individual animal’s actual, observed behavior or documented history — not on speculation.
If SavyTails declines service for any of the reasons above, SavyTails will communicate the reason to the client promptly and professionally, and will offer to reschedule if the circumstance is addressable. The client will not be charged a service fee if SavyTails declines before the session begins. If a session is stopped after it has begun, Section 6.1 applies.
9.5 Uniform Fees and Intake Standards
All Working Animals are subject to the same deposit, cancellation, no-show, and pricing policies as all other clients under these Terms. A dog’s working status does not:
- Waive or reduce any applicable fee, deposit, or charge;
- Exempt the client from the health disclosure requirements of Section 5.1;
- Exempt the client from the cancellation and no-show policies of Section 2; or
- Obligate SavyTails to modify its grooming techniques, tools, products, or service offerings beyond what the groomer determines is safe and appropriate for that dog.
9.6 Emotional Support Animals, Therapy Dogs, and Companion Animals
Emotional support animals (ESAs), therapy dogs, comfort animals, and companion animals are not service animals under the ADA. They do not perform disability-specific trained tasks and are not entitled to the same access rights as service animals in public accommodations. For grooming purposes, SavyTails treats ESAs, therapy dogs, and companion animals the same as all other client dogs — subject to the same intake, health disclosure, safety, and pricing standards under these Terms. The two-question inquiry described in Section 9.3 does not apply to ESAs or therapy dogs, as they are not service animals under federal law.
Last updated: May 2026 · SavyTails: Mobile Pet Grooming, LLC · Charlotte, NC