Wag Love Pets, LLC

Client Agreement & Policy Bundle
Version 1.0 • October 2025
Prepared for Lukas Hilburn — Owner / Administrator
Wilmington, North Carolina
www.waglovepets.com

🐾 Welcome & Quick Policy Guide

Welcome to Wag Love Pets! We’re so glad you and your pet are part of our family. Our goal is to make every visit safe, stress-free, and enjoyable for both pets and their people. These highlights summarize our key policies in friendly terms—full details follow in the official agreement.

💳 Booking & Payments

A valid card is required to book.
Salon: pre-authorized at booking, charged at completion.
Mobile & Express: charged in full when booked.

🚐 Mobile Services

$20 service fee covers travel & setup.
Arrival window provided; 15-minute wait limit.

✂️ Grooming & Safety

Rabies vaccination required; others strongly recommended.
We stop or modify service if a pet becomes unsafe or stressed.

🕒 Drop-Off & Pick-Up

Drop-off 7:30–8:45 AM only.
Pickup notice sent ~30 minutes before completion.
$25 late fee after 1 hour, then $1 per minute after 15 minutes.

🐶 Matting, Fleas & Special Handling

Extra fees may apply; we’ll communicate when possible.

🌧️ Weather & Emergencies

Unsafe conditions may cause rescheduling without penalty.
In emergencies we may seek vet care at your expense.

❤️ Satisfaction & Care

If something seems off, tell us within 24 hours.
Refunds aren’t available after services are complete.

📸 Photos & Updates

We love featuring our guests! Tell us if you’d prefer no photos.

Thank you for trusting us with your pet’s care. Your cooperation keeps every visit calm, clean, and luxurious.

1) General Client Agreement

At Wag Love Pets, our mission is to provide a safe, professional, and stress-free experience for every pet.

Vaccination & Health Requirements

• Rabies vaccination required (NC law).
• Other core & non-core vaccines strongly recommended.
• Pets must be healthy and free of contagious illness.
• We’re not liable for communicable diseases or pre-existing conditions.

Safety & Sanitation

All equipment disinfected between pets with veterinary-grade products. We may refuse or modify service if health or behavior poses a risk.

Emergencies

If a medical issue occurs, we may transport to the nearest vet; owner pays all costs.

Grooming Risks

Grooming can expose hidden issues. Client releases Wag Love Pets from related liability.

Media Release

Photos/videos may be used for marketing unless opted out in writing.

Payment Authorization

Payment due as outlined in Credit Card Policy. Booking = authorization to perform services and apply related fees.

2) Credit Card & Billing Policy

A valid card is required to reserve all appointments.

• Salon Appointments – pre-authorized at booking, charged after service.
• Mobile Appointments – charged in full at booking.
• Add-ons – extra services charged to card on file at completion.
• All data stored securely via PCI-compliant processor.

By booking, you authorize Wag Love Pets to maintain and charge your card for services, add-ons, and any applicable fees.

3) Mobile Grooming Agreement

Service Fee & Scheduling

$20 non-refundable mobile service fee per appointment.
Arrival window provided (e.g., 9 AM–12 PM).
Groomers wait a maximum of 15 minutes. After that = no-show and full charge.

Cancellations & Changes

≥ 3 business days notice for refund or credit.
Same-day cancellations or no-shows = non-refundable.

Access & Safety

Client must provide safe parking and access. We’re not liable for property damage.

4) Express Grooming Appointments

Designed for pets needing minimal wait time and owners needing a specific schedule.

Charged in full at booking.
Same cancellation policy as mobile (≥ 3 business days notice).

Drop-Off & Pick-Up

Arrive on time. Early drop-offs don’t advance pickup time.
Late arrivals may lose express status.
Late pickup fees apply ($25 + $1/min after 15 min).

Express services offer focused, start-to-finish attention for convenience and comfort.

5) Drop-Off Window & Late Arrival Policy

Standard drop-off window 7:30–8:45 AM.
Arrivals after 9:15 AM may be refused.
Late drop-off fee $15 if accepted after 8:45 AM.
Missed/very late = full charge.

6) Pickup & Notification Policy

We operate by appointment; our day ends when grooms are complete.

• Pickup notice sent ≈ 30 minutes before ready.
• Client must monitor messages.
• $25 late fee after 1 hour of notice.
• + $1/min after an additional 15 minutes.

Prompt pickup reduces stress and keeps operations smooth.

7) Additional Fees & Special Handling

Matting $10–$30 / 15 min • Severe mat shave $25–$75
Fleas/Ticks $15–$35 • Behavioral handling $10–$30
Senior/Special-Needs $10–$25 • Late pickup per policy
Fees discussed when possible; charged to card on file at completion.

8) Senior & Special-Needs Pets

We take extra care with elderly or fragile pets but cannot guarantee risk-free service. Owner releases Wag Love Pets from liability for stress-related or medical complications.

9) Agreement & Governing Law

By booking or signing, you acknowledge that you have read and agree to all policies.
Governed by laws of North Carolina; venue = New Hanover County Court.

Client Signature: ______________________ Date: ___________

10) SMS/Text Messaging & VOIP Policy

Two-way texting is required for service. By providing a number you consent to receive appointment and update texts. Opt out of marketing by replying “STOP”. Full policy complies with TCPA & FCC regulations.

Initial here to confirm consent ______.

11) Emergency Veterinary Care Authorization

If the owner can’t be reached in an emergency, Wag Love Pets may seek immediate veterinary care at the nearest available clinic. Owner is responsible for all expenses.

12) Aggression & Behavior Liability

Client must disclose any biting or aggression history. Owner assumes responsibility for injury or damage caused by their pet. Wag Love Pets may refuse service if behavior is unsafe.

13) Abandonment & Unclaimed Pet Policy

Wag Love Pets is not a boarding facility. Pets must be picked up promptly after service. If a pet remains more than three hours after closing:

• We may transport to a boarding facility ($50 transport + boarding fees).
• If no facility available, we will contact Animal Services immediately.

Owner remains financially responsible for all costs.

14) Parasite, Sanitation & Disease Disclaimer

We maintain strict disinfection and sanitation protocols but cannot guarantee an environment free of all pathogens or parasites. Client acknowledges this inherent risk.

15) Weather, Power & Safety Policy

Severe weather, power loss, or unsafe travel conditions may require rescheduling. Clients will be notified promptly and rescheduled without penalty.

16) Refund & Satisfaction Policy

Notify us within 24 hours of pickup if you’re unsatisfied. Complimentary touch-up may be offered. Refunds are not available after services are complete.

17) Photo & Video Opt-Out Option

☐ I prefer my pet’s photo not be used for marketing or social media.
(If unchecked, consent is granted.) Initial ____

18) Children & Visitor Safety

Children and non-service animals are not permitted in the grooming area. Visitors must remain in designated waiting zones.

19) Data Privacy & Retention

Client records retained only as long as needed for business, tax, or legal compliance. Clients may request corrections or deletion of non-essential data via wag@waglovepets.com. We never sell client information.