Store Policies

At That Crazy Dog Lady, the safety, comfort, and well-being of every pet comes first. These policies exist to protect pets, clients, and staff while ensuring a safe and positive experience for everyone.

By booking an appointment or using our services, you agree to the policies outlined below.

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Grooming Policies

Vaccination & Health Requirements

• All pets must be current on rabies vaccination as required by Arizona state law.

• Proof of vaccination may be required prior to or at check-in.

• Pets must be in generally good health and free from contagious illness or parasites.

• Pets with open wounds, contagious skin infections, or signs of illness may be refused service.

These policies protect your pet, other pets, and our team.

Grooming Appointments & Check-In

• Pets must arrive on time for their scheduled appointment.

• Late arrivals may need to be rescheduled and may be subject to a late or missed appointment fee.

• Owners must disclose any known medical conditions or behavioral concerns (including anxiety, seizures, or biting history) at check-in.

Full disclosure allows us to provide safer, more appropriate care.

Pick-Up Policy

• Grooming services are scheduled to be completed during business hours.

• All pets must be picked up no later than 3:00 PM unless prior arrangements have been made.

• Pets left after closing may be subject to a late pick-up fee.

Timely pickup reduces stress for your pet and helps maintain a calm salon environment.

Coat Condition & Matting

• Severely matted pets will be given the most humane haircut possible, which may be shorter than requested.

• Additional fees may apply for excessive matting, coat condition, or handling time.

• We are not responsible for pre-existing skin conditions, matting-related issues, or clipper irritation caused by severely matted coats.

Your pet’s comfort and safety will always take priority over cosmetic length.

Senior, Special Needs & Behavior

• Senior pets and pets with medical or mobility challenges may require additional time and care and may incur additional charges.

• Pets displaying aggressive behavior or extreme stress may be refused or have services discontinued for safety reasons.

• We may recommend veterinary grooming for pets who cannot be safely groomed in a salon setting.

Cage-Free Environment & Safety

We operate as a cage-free grooming salon, but cage-free does not mean safety-free.

• Small dogs are kept in secure open-top pens to protect them from larger dogs.

• Dogs are separated by size, temperament, and comfort level.

• Kennels are always available for senior dogs, anxious pets, or at the owner’s request.

• Housing decisions are made based on what is safest and least stressful for each dog.

Fleas & Parasites

• Pets with visible fleas or parasites may be refused service or treated with flea products at the owner’s expense.

Payment & Credit Card Policy

• Payment is due in full at the time services are rendered.

• We accept major credit and debit cards.

• Prices may vary based on breed, coat condition, behavior, and time required to complete the service.

• Additional fees may apply for excessive matting, special handling, or add-on services.

For your security:

• WE DO NOT STORE CREDIT CARD INFORMATION

• By providing your card information, you authorize That Crazy Dog Lady to charge your card for services rendered, cancellation fees, or no-show fees as outlined in our policies.

Credit Card Statements & Billing Questions

• Charges on your statement will appear as That Crazy Dog Lady or a similar business descriptor.

• If you believe there is an error on your statement, please contact us directly before disputing the charge with your bank.

• Disputed charges may result in suspension of future booking privileges until resolved.

Grooming Satisfaction Guarantee (72 Hours)

We take pride in our work and want you to be happy with your pet’s groom.

• If you have a concern about your pet’s groom, please notify us within 72 hours of your appointment.

• We will gladly address reasonable grooming concerns related to the original service at no additional charge.

• This guarantee does not apply to:

  • Matting-related shave downs

  • Behavior-related limitations

  • Requests for style changes after leaving the salon

  • Pre-existing skin or coat conditions

Cancellations & No-Shows

• A minimum of 24 hours’ notice is required for cancellations or rescheduling.

• Missed appointments or late cancellations may be subject to a 50% service charge.

Self-Service Dog Wash Policies

Our self-service dog wash is designed to be convenient and safe. The following policies apply:

Health & Vaccination

• Dogs must be current on rabies vaccination and free from contagious illness.

Leashes & Supervision

• Dogs must remain leashed and under owner control at all times.

• Owners are responsible for safe handling during washing and drying.

• Children must be supervised at all times.

Time Limit

• Self-service wash sessions are limited to 1 hour per dog.

Clean-Up Responsibility

• Owners must clean tubs, remove hair from drains, and dispose of trash after use.

• Cleaning supplies are provided.

Equipment Use

• Equipment must be used as intended.

• High-velocity dryers must not be aimed at the face, ears, or sensitive areas.

• Products are for on-site use only.

Fleas & Parasites

• Dogs with visible fleas or parasites may be refused or required to use flea-specific products.

Private Room Option

• A private self-service room may be available for anxious, reactive, or easily overstimulated dogs.

• Please ask staff about availability and pricing.

Property Damage

• Owners are financially responsible for any damage caused by their pet to equipment, fixtures, or facilities.

Accidents & Injury

• Grooming and pet handling carry inherent risks, especially for senior, aggressive, or medically fragile pets.

• Owners will not hold That Crazy Dog Lady responsible for pre-existing conditions or medical issues revealed during grooming.

Right to Refuse or Discontinue Service

We reserve the right to refuse or discontinue service to any pet or owner at any time, for any reason, in the interest of safety.

Policy Acknowledgment

By booking an appointment or using our services, you acknowledge that you have read and agree to all policies and procedures listed on this website.

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Retail Store Policies

Our retail area is designed to provide carefully selected products that support your pet’s health, comfort, and grooming needs. To ensure fairness and safety, the following retail policies apply:

Returns & Exchanges

• Unopened and unused retail items may be returned or exchanged within 14 days of purchase with a valid receipt.

• Opened or used products cannot be returned for hygiene and safety reasons unless the product is defective.

Defective or Damaged Products

• If a product is found to be defective, please notify us within 7 days of purchase.

• We will gladly exchange defective items for the same product when available.

Special Orders

• Special order items may require prepayment and are considered final sale unless otherwise stated.

Product Recommendations

• Product recommendations are based on professional grooming experience and manufacturer guidelines.

• We do not guarantee specific results from retail products, as outcomes vary based on pet health, coat type, and home care practices.

• Retail purchases do not replace veterinary diagnosis or treatment.

Retail Safety

• Dogs must remain leashed and under owner control while in the retail area.

• Owners are responsible for preventing damage to merchandise caused by their pet.

Photography & Media Use

From time to time, we may take photos or short videos of pets while in our care for training, documentation, or marketing purposes.

These images may be used for:

• Social media posts

• Website content

• Advertising or promotional materials

• Educational or training purposes

We never photograph pets in a way that is unsafe, stressful, or disrespectful.

• Photos and videos will feature pets only, unless the owner provides separate consent to be included.

• No personal client information will ever be shared with images.

• By using our services, you grant That Crazy Dog Lady permission to use images of your pet for business and marketing purposes unless you notify us in writing that you wish to opt out.

Clients who do not wish their pet to be photographed or featured on social media must inform us prior to their appointment.