Terms & Conditions for Pet Parents

Effective September 8, 2026 · PAWLUX, LLC · Version 1.1 · Replaced October 10, 2026

1. The parties

These Terms are between you ("you", "Pet Parent") and PAWLUX, LLC ("PAWLUX") for your use of the PAWLUX platform — the booking wizard, Pet Parent portal, messaging, and payment features — and they also set out the standard policies of the Studio you book with. The Studio (for example, Queen of the Paws, LLC, 4545 Robin Hood Rd, Norfolk, VA 23513) is a separate business and is responsible for the grooming services, its own pricing and policies, and the care of your pet while in its custody. PAWLUX is not a groomer and does not take custody of any animal.

2. Your account

• You must be 18 or older to book.
• Keep your contact details current — the Studio relies on them to reach you about your pet.
• You are responsible for activity under your sign-in. Tell the Studio or PAWLUX right away if you think someone else is using it.

3. Booking, deposits, and payment

• Prices, deposit amounts, and service descriptions are shown at booking and are set by the Studio. Some services are quoted at the Studio after seeing your pet.
• A deposit (the amount shown at booking) is charged when you book and is applied to your service total. It is not returned if you do not arrive — see section 4.
• Payments are processed by Square. The Studio is the merchant of record; charges appear under the Studio's name.
• Any remaining balance is due at pickup, or through the "Pay balance" link the Studio sends you.

4. Cancellations, no-shows, and late pickup

• Cancellations — cancel from your portal or by contacting the Studio. The Studio's cancellation window and refund policy are shown at booking; deposits for cancellations inside that window may be kept by the Studio.
• No-shows — if you do not arrive for a confirmed appointment and did not cancel, two things happen. Your deposit is not returned, and the Studio may add a no-show fee of $35.00 (or the amount the Studio shows at booking), added to your account balance and due when you book again. With a $27.50 deposit that is $62.50 in total. You can settle it any time from your portal, and the Studio may require it to be cleared before your next appointment is confirmed.
  
  Why: your appointment holds a chair and a groomer's time. When nobody arrives, that time cannot be filled or given back, and the Studio still pays the person who was rostered for it. Telling the Studio you cannot make it — any time before your appointment — costs you nothing beyond the cancellation policy above, and it lets someone else have the slot.
• Late pickup — when the Studio marks your pet ready for pickup, you have 30 minutes to collect them. After that, a late-pickup fee of $27.50 per 30 minutes (or the amount the Studio shows at booking) may be charged.

5. Your pet's health and behavior

• You confirm your pet is current on the vaccinations the Studio requires (for dogs, typically rabies, distemper/parvo, and Bordetella) and you agree to provide records when asked. The Studio may decline or stop a service if records are missing.
• You must tell the Studio about any medical condition, allergy, injury, sensitivity, or behavior concern (biting, anxiety, aggression) before the appointment.
• The Studio may stop a groom at any time for the safety of your pet or its staff; you may still be charged for work performed.
• Matted coats, fleas, or other conditions discovered during grooming may require additional services at the Studio's rates, and the Studio will contact you first where practical.
• First-visit cats: the Studio may require vet-issued calming medication and proof of it before a cat's first groom, and may decline to groom a cat whose medication was not given. Follow the Studio's pre-visit requirements.

6. Messages and notifications

• The Studio will email you about your appointments (confirmations, deposit receipts, "ready for pickup" notices).
• Text messages are sent only if you opt in. The program terms below are part of these Terms. The same terms are also on the Text Message Program page.
• Portal messages between you and the Studio are part of your appointment record.

Text Message (SMS) Program Terms

Program: Queen of the Paws Appointment Alerts via PAWLUX. These messages are sent by PAWLUX LLC.

Message types: booking confirmations, appointment reminders, staff updates (including ready-for-pickup), and size corrections.

Message frequency varies (typically 1-3 messages per appointment).

Msg & data rates may apply.

Reply STOP to opt out. Reply START to resubscribe. Reply HELP for help.

Support: contact@northstar-insight.info.

Texts may come from +1 (833) 400-2835 or +1 (757) 290-7403.

Full program details: Text Message Program.

7. Photos and report cards

The Studio may photograph your pet for its report card and your records. If you do not want photos used in the Studio's own social media or marketing, tell the Studio in writing.

8. Acceptable use

Do not use the platform to harass anyone, to make bookings you do not intend to keep, to submit false information, or to interfere with the service. The Studio or PAWLUX may suspend an account that does.

9. Liability

• The Studio is responsible for the grooming services and for your pet while in its care, under the Studio's own policies and Virginia law.
• PAWLUX provides the software "as is". To the fullest extent the law allows, PAWLUX is not liable for the Studio's services, for the acts of any animal, or for indirect or consequential loss. PAWLUX's total liability to you for any claim about the platform is limited to the fees you paid through the platform in the 12 months before the claim.
• Nothing in these Terms limits liability that cannot be limited by law.

10. Governing law and disputes

These Terms are governed by the laws of the Commonwealth of Virginia. Disputes with a Studio should be raised with that Studio first. Disputes about the platform should be raised with PAWLUX at the contact below; if not resolved, they will be heard in the state or federal courts serving Virginia Beach, Virginia.

11. Changes

We may update these Terms. We will post the new version here with a new effective date, and material changes will be shown to you in the portal or at your next booking. Continuing to use the platform after that means you accept the updated Terms.

12. Contact