Salon policies
Overview of Our Terms and Conditions
Welcome to SONO Grooming & Lifestyle. By using our services, you agree to our terms and conditions, which are designed to ensure the health, safety, and satisfaction of all our customers and their dogs. When booking an appointment with SONO and bringing your dog to us, you confirm that you accept our policies and procedures.
1. Dog Well-Being & Behavior Policy
At SONO, the well-being of dogs is our highest priority. We never force dogs into any grooming or spa treatments. If a dog shows signs of stress or anxiety, the session may be interrupted or stopped at any time to ensure their comfort and safety. In such cases, we highly recommend the V.I.Pup Introduction Package, which is designed to help dogs gradually acclimate to the grooming process in a gentle and positive way.
For the safety and comfort of all dogs and groomers, we kindly ask that only well-behaved dogs are brought for grooming.
Dogs with aggressive tendencies or significant behavioral issues that may pose a risk during the grooming process cannot be accommodated.
If your dog displays unmanageable behavior during a session, the treatment may be stopped immediately for everyone's safety. In such cases, the customer will be responsible for paying at least 50% of the total cost.
2. Health and Medical Conditions
All dogs must undergo a bath as part of the grooming process (exceptions apply for hand-stripping). This is essential for the quality of the haircut and to avoid damage to grooming equipment.
We use high-quality, certified organic and vegan cosmetics, suitable for dogs with allergies or sensitive skin.
Please inform us of any known medical conditions before the appointment for the best possible care.
It is important to inform the groomer of any medications that may affect your dog’s behavior.
3. Late Arrivals
Please make an effort to arrive on time for your appointment. Late arrivals may disrupt the groomer’s schedule.
If you are running late, kindly notify us as soon as possible.
Delays of more than 15 minutes may result in the cancellation of the appointment.
4. Cancellations & No-Shows
If you need to cancel or reschedule your grooming appointment, we request at least 24 hours' notice. Early notice allows us to fill the slot with other customers.
If a customer fails to show up for their appointment without prior notice, they will be required to pay the full cost of the grooming procedure in advance when booking their next appointment.
5. Satisfaction Policy
Our groomers strive to provide your dog with the haircut and styling you desire, but your pet’s comfort and health are always our top priorities.
If you are dissatisfied with the results, please notify us before leaving the salon so the groomer can make the necessary adjustments.
Requests for corrections made after 24 hours may incur additional fees, such as a re-bathing charge.
Corrections are no longer possible after 48 hours from the grooming session.
6. Additional Costs
Additional charges may apply for:
Extra time and products required for severely matted coats and de-matting services.
Extra time required due to temperament or health conditions.
7. Dealing with Matted Fur
Severe matting can cause significant discomfort and health issues for your pet, including restricted blood flow, skin tears, and infections. In such cases, we are authorized to remove the mats as a necessary solution for your pet’s well-being.
8. Accidents
Grooming involves working with live animals, which can sometimes lead to unforeseen movements or challenges, especially with severely matted fur. While we take every precaution to ensure safety, minor cuts or nicks may occur.
If any injury occurs during grooming, we will inform you immediately and advise on appropriate aftercare.
However, injuries resulting from neglected coat care are not SONO’s responsibility, and any veterinary expenses related to this will be borne by the customer.
9. Showcase Your Pup
We love showcasing the beauty and uniqueness of the dogs we groom! During your visit, we may take photos of your dog before, during, and after grooming.
If you prefer not to have these photos shared on social media or used for promotional purposes, please let us know in advance.
10. Senior Dogs Policy
At SONO, we prioritize the safety and comfort of older dogs during grooming:
1. Health First: Inform us of any health conditions or mobility issues before the appointment. Dogs with serious medical concerns may require veterinary approval.
2. Gentle Care: We use tailored techniques, provide breaks, and aim for shorter sessions to minimize stress.
3. Safety Priority: If grooming becomes unsafe for your dog, we may pause or stop the session. Charges will reflect completed services only.
4. Refusal for Safety: If we determine that your dog is too old or frail to tolerate grooming safely, we reserve the right to decline the service.
5. Suitable Products: We use mild, organic, and vegan products, perfect for sensitive senior skin.
11. General Information
Ensure your dog has had an opportunity to relieve itself before visiting the salon.
Dogs with fleas will not be accepted. If your dog has fleas, please treat them before your appointment.
We do not offer anal gland expression, as this is a procedure best performed by a veterinarian.
Thank you for choosing SONO Grooming & Lifestyle!
We look forward to providing your dog with a safe, comfortable, and luxurious grooming experience.