Cancellation Policy

We understand that plans may change, and we aim to keep this policy fair for both customers and groomers. When an appointment is booked, the selected groomer reserves that time exclusively for your pet, meaning they cannot take another booking during that window.

Last-minute cancellations affect a groomer’s schedule and income, especially once they have already prepared, traveled, or arrived, which is why cancellation fees apply depending on timing.

Cancellation & Rescheduling Fees

Refunds are issued back to the original payment method where applicable.

No-Show Policy

In the event of a No-Show, the groomer may charge up to the full service fee.

Once groomer arrived and if the customer is not present at the appointment location, does not make the pet available for service, or cannot be reached at the scheduled time, the appointment may be considered a No-Show.

This includes situations such as:

• The customer not being present at the appointment location
• The pet not being available for grooming
• Incorrect or inaccessible address
• The customer not responding to communication attempts when the groomer arrives

These situations prevent the groomer from completing the service after reserving time and traveling to the appointment.

Non-groomable policy cancellation

For the safety of the pet and the groomer, the groomer has the right to refuse or stop a service if the pet presents a safety risk or if conditions make grooming unsafe.

Examples may include:

• Aggressive behavior that puts the groomer or pet at risk
• Health conditions that require veterinary attention

If a service cannot be completed due to safety concerns discovered at the appointment, charges of up to the full service fee may apply.

Severe Matting & Grooming Condition

If a pet is found to have severe matting or coat conditions that require special handling, such as a shave-down or de-matting, the groomer will notify the customer and request approval before proceeding.

By approving the recommended grooming approach, the customer acknowledges that:

- The final grooming outcome may vary due to the extent of the matting or coat condition.

- After de-matting or shaving, underlying skin conditions, irritations, razor burn, or other skin irregularities may become visible or develop that were previously concealed by the coat or are a direct result of the shaving process. Groomit and the groomer are not liable for pre-existing conditions discovered during or after the grooming process, nor for skin reactions such as razor burn that may occur as a result of necessary shaving due to severe matting.

If the customer does not approve the recommended approach, the groomer may be unable to safely or effectively complete the service — including in cases where severe matting prevents bathing or other grooming steps from being performed. In such cases, the appointment may be treated as Non-Groomable and charges of up to the full service fee may still apply, particularly if the groomer has already arrived or begun the grooming process.

Any concerns, complaints, or disputes related to the quality of Grooming Services must be reported to Groomit within 48 hours of the completion of the appointment by submitting a ticket through the Groomit app, website, or by emailing help@groomit.me. Claims submitted after this window may not be eligible for review or compensation. To ensure a thorough investigation, all reports must include the appointment ID, the email address associated with the Groomit account, and timestamped photographic evidence supporting the claim. Groomit reserves the right to decline claims that are not submitted within this timeframe or that lack sufficient documentation.

Recurring Bookings

Each appointment in a recurring plan is treated as its own scheduled service and must follow the same cancellation rules unless otherwise specified.

Flexible Recurring Plans

• You may cancel your flexible recurring plan at any time.
• Cancellation or rescheduling fees apply to flexible recurring appointments the same way they apply to standard appointments, following the table above.
• If an appointment is cancelled within the penalty window (less than 24 hours before, once the groomer is on the way, after arrival, etc.), the standard cancellation fee applies.

This ensures fairness and maintains available grooming time for other pet parents in the area.

Annual Recurring Plans — Special Cancellation and Rescheduling Rules

Annual recurring customers receive additional flexibility:

• No cancellation or rescheduling fees apply — regardless of timing, including:
  • Less than 24 hours before
  • Once the groomer is on the way
  • Once the groomer has arrived

Annual members commit upfront, which allows us to waive per-appointment cancellation and rescheduling fees while still reserving priority grooming access.

This policy helps balance flexibility for customers with the groomers’ time and travel investment. Last-minute cancellations make it difficult to fill open slots and impact groomers financially.