Studio Policies — Queen of the Paws
Terms & Conditions and Policies. Every Appointment with Queen of the Paws is covered by
these Studio Policies and the PAWLUX Terms & Conditions.
It is your responsibility to read and understand both.
The short version. Book any time before we close and we will see your Fur Baby.
A $27.50 deposit holds the chair and comes off your total. Give us
plenty of notice if you need to change or cancel. Pick up within
30 minutes of the "ready" message. Bring proof of vaccination.
Confirming your appointment
We send a reminder before your appointment. You must confirm it by replying YES to the text, or by tapping the confirm link in the email. If we do not receive confirmation by 2 hours before your appointment, you may not have an appointment when you arrive and we may not be able to see you. Reply STOP at any time to stop texts.
1. When we are open
| Day | Hours | Who we groom |
|---|---|---|
| Tuesday | 11:00 AM – 3:00 PM | Cats and exotic pets only |
| Wednesday | 11:30 AM – 3:00 PM | Dogs |
| Thursday | 11:00 AM – 3:00 PM | Dogs |
| Friday | 11:00 AM – 3:00 PM | Dogs |
| Saturday | 9:00 AM – 5:00 PM | Dogs |
| Sunday & Monday | Closed | — |
Tuesday is a dog-free day. Cats and exotic pets are groomed then and only then, in a calm studio with no dogs in the building. It is easier on them, and it is not negotiable — please do not ask us to fit a cat in on a dog day.
2. Making an appointment
- If you can book it before we close, we will see you. An appointment only has to start before closing time — it does not have to finish before then. If your Fur Baby needs three hours and the last slot is at four, we stay until the job is done properly.
- Book online any time, or call the studio and we will enter it for you. You do not need a computer or a smartphone to be with us.
- A website request is not confirmed until we confirm it. We check the time against the groomer's day and the service you need, then confirm — you will get an email when we do.
- If the time you asked for will not work, we will move the request and tell you. Nothing is charged and nothing is booked until you hear from us.
3. Deposits and paying
- A $27.50 deposit holds your appointment. It is not an extra charge — it comes straight off your total on the day.
- The balance is due at pickup. Pay by card from your Pet Parent portal. We do not take cash.
- We are a paperless studio. Records, consent and payment are all handled in your portal. It keeps the shop calm, and it means your groomer is never holding paperwork or counting money with a Fur Baby on the table.
- Prices vary by size, coat and condition. A matted coat takes longer and costs more, and we will always tell you before we start.
4. Changing or cancelling
- Give us notice ahead of time to change or cancel. Do that and your deposit moves with you to the new appointment.
- Cancel with too little notice and the deposit is not returned. The chair was held and a groomer was rostered for your Fur Baby.
- Things happen — a sick Fur Baby, a family emergency. Call us. We would far rather hear from you than not.
5. If you do not come
A missed appointment with no word costs the studio the whole slot, so:
- the $27.50 deposit is forfeited, and
- a $35.00 no-show fee is added to your balance — $62.50 in all.
The fee is added to your account and is due the next time you book. Telling us ahead of time — even an hour ahead — is always better than not telling us.
6. Picking up
- We message you the moment your Fur Baby is ready. Please come within 30 minutes.
- After that, late pickup is $27.50 per 30 minutes. This is not about the money — a finished dog waiting in a crate is a dog having a worse day than they need to.
7. Vaccinations
- We need current proof of vaccination before we groom — we cannot groom without it on file. Upload it in your Pet Parent portal, on your Fur Baby's page — a photo taken on your phone is all we need.
- We will remind you before it expires. If it lapses, we may have to reschedule — for the safety of every animal in the building, including yours.
8. Health, behaviour and safety
- Tell us about bites, anxiety, seizures, arthritis, hot spots, or anything that makes handling harder. Nothing you say will get your Fur Baby turned away for no reason — it helps us keep them safe.
- We may stop a groom. If a Fur Baby is too distressed or it is not safe to continue, we stop and call you. You pay only for the work done.
- Severe matting. Matting hurts, and brushing out a badly matted coat hurts more than shaving it. Where the humane option is a short clip, we will tell you first.
- First groom for a cat? Cats MUST receive vet-issued calming medication for their first groom. You will not be seen without proof: upload your vet documentation when you book. If the medication was not given, the Appointment is cancelled as Unsafe to Groom and your cat will not be groomed that day.
9. How we contact you
- Email is the record — confirmations, receipts, reminders, shot-record notices.
- Text is for the moment it matters — ready for pickup, a reminder, a change on the day. Appointment texts only go to numbers that have agreed to them, and you can stop them at any time.
- Safety notices about your Fur Baby’s care — for example, the cat calming-medication requirement — are sent by text to the mobile number on file even if you have not opted in to appointment texts. Reply STOP at any time to opt out.
- No marketing. We message you about your own appointments.
10. Questions
Most are answered on the FAQ page. Anything else — call the studio, or message us from your Pet Parent portal.