Grooming Service Agreements: Protecting Your Business and Clients

A grooming service agreement isn’t about being difficult — it’s about clarity.

When something goes wrong — a matted coat, an injury, or a health issue discovered during grooming — documented expectations protect everyone. The client knows what they agreed to. You can prove what was communicated.

Many groomers avoid service agreements because they feel too formal or fear they’ll scare clients away. In reality, the opposite is true. Professional groomers use agreements — and clients respect businesses that operate professionally.

Why Service Agreements Matter

Setting Expectations

Agreements clearly outline:

• What clients can expect from you
• What you expect from them

When everything is written, misunderstandings decrease significantly.

Legal Protection

If a dispute escalates, documented agreements provide evidence of communication. This can matter for:

• Insurance claims
• Chargebacks
• Legal disputes

Policy Consistency

Written policies ensure consistency.
You’re not making decisions case by case — you’re following established guidelines.

Professional Image

Organized businesses use agreements.
It signals structure, competence, and seriousness about safety.

What to Include in Your Agreement

Basic Information

• Business name and contact information
• Client name and contact details
• Pet information (name, breed, age, relevant health conditions)
• Date

Services Overview

Briefly describe what grooming includes:

• Bathing
• Drying
• Brushing
• Haircutting or trimming
• Nail care
• Ear cleaning

This defines the scope of service.

Pricing and Payment Terms

• How pricing is determined
• When payment is due (typically at pickup)
• Accepted payment methods
• Additional charges (matting, behavioral challenges, extra time, etc.)

Appointment Policies

• Cancellation window and fees
• Late arrival policy
• No-show policy
• Rescheduling procedures

Pet Health Requirements

• Vaccination requirements
• Flea and tick policy
• Health conditions that must be disclosed
• Situations where service may be refused

The Matting Clause

Matting policies deserve special attention.

Your agreement should explain:

• What matting is
• Why it causes pain and skin issues
• That severe matting may require shaving
• That skin issues may be hidden under mats
• That dematting can be stressful and uncomfortable

Include acknowledgment that the client understands their options.

Injury and Accident Policy

Outline:

• Your commitment to safe handling
• What happens if an injury occurs
• Notification procedures
• Reasonable liability limitations

Aggression and Behavior

Include:

• Your right to refuse unsafe dogs
• How behavioral issues are handled
• Additional charges for difficult behavior
• Muzzle policy (if applicable)

Pickup and Holding Policy

• Expected pickup timeframe
• Late pickup fees
• How long pets will be held
• Emergency contact requirements

Photo and Marketing Release

• Permission to photograph pets
• Where images may be used (social media, website, etc.)
• Make this optional and separate from core service agreement

Client Acknowledgment

Include space for:

• Signature
• Date
• Confirmation that they’ve read and understood the agreement

Matting Agreements: A Closer Look

Matting disputes are among the most common in grooming. A clear, well-written matting section protects both parties.

What to Communicate

• Coat condition will be assessed before grooming
• Severe matting causes discomfort and skin problems
• Dematting can be stressful
• Shaving may be the most humane option
• Hidden skin issues are not caused by the groomer
• Client chooses between dematting (with added time/cost) or shaving

Get Specific Consent

For matted dogs:

• Confirm verbally at check-in
• Document agreement in the client file
• Consider photographing severe matting before grooming

Documentation matters.

How to Present Service Agreements

The introduction sets the tone.

For New Clients

A simple approach works:

“Before we begin, I’ll have you sign our service agreement. It outlines our policies and helps us both know what to expect.”

Most clients expect this.

Delivery Methods

Digital Agreements

• Sent before appointment
• Signed electronically
• Stored automatically
• Often integrated into grooming software

Paper Agreements

• Presented at check-in
• Allow time to read
• Avoid rushing

Highlight Key Points

Don’t stand silently while they read every word. Briefly mention:

• Cancellation policy
• Matting procedures
• Safety commitments

Answer questions naturally and confidently.

Making Agreements Client-Friendly

Use Plain Language

Avoid legal jargon.

Instead of:
“Client hereby indemnifies and holds harmless…”

Use:
“You agree that you’re responsible for…”

Clarity builds trust.

Keep It Concise

Aim for one to two pages.

Include everything important — nothing unnecessary.
If it’s too long, it won’t be read.

Format for Readability

• Clear headings
• Bullet points
• White space
• Logical sections

Make it easy to scan.

Maintain a Professional Tone

Firm but respectful.

You’re setting boundaries — not threatening clients.

Digital vs. Paper Agreements

Digital Agreements

Advantages

• Saves check-in time
• Automatically stored
• Easy to update
• Professional presentation
• Clients can review in advance

Disadvantages

• Some clients prefer paper
• Requires software setup
• Possible technical issues

Paper Agreements

Advantages

• Works for everyone
• No technology required
• Easy to implement immediately

Disadvantages

• Slower check-in
• Requires physical storage
• Harder to update

Most modern grooming businesses prefer digital agreements integrated into their scheduling systems.

Updating and Maintaining Agreements

Review Annually

Update for:

• Policy changes
• Legal updates
• Situations that weren’t previously addressed
• Confusing language

Re-Signing Existing Clients

If major changes occur, ask current clients to sign the updated version.

Frame it positively:

“We’ve updated our policies to improve clarity — here’s what’s new.”

Storage

Keep agreements accessible.

• Digital systems store automatically
• Paper requires organized filing

Maintain records for several years at minimum.

When to Refuse Service

Your agreement provides the framework for declining service when necessary.

Valid Reasons to Refuse

• Aggressive dog posing safety risk
• Missing vaccination requirements
• Severe fleas or health issues
• Abusive client behavior
• Repeated policy violations

How to Decline Professionally

Keep it short and calm:

“Based on our policies, we’re unable to provide service today. I can recommend other groomers who may be a better fit.”

Document the refusal and reason.

Common Client Questions

“Why do I need to sign this?”

“It helps us both understand expectations and protects your pet.”

“I’ve been coming for years — why now?”

“We’re improving our systems to serve everyone consistently. It’s standard professional practice.”

“This feels very official.”

“We take grooming quality and your pet’s safety seriously. The agreement reflects that.”

“Can I change parts of it?”

The agreement itself remains standard, but you can document special requests in their client file.

Frequently Asked Questions

Do I really need a service agreement?

You don’t legally have to — but operating without one increases your risk of disputes and liability. As your business grows, agreements become more important.

What if a client refuses to sign?

Signing should be required for service. Most hesitation disappears after explanation. If they still refuse, consider it a warning sign.

Should a lawyer draft my agreement?

You can draft it yourself — you understand grooming scenarios best.
However, having a lawyer review liability language is wise.

Do agreements hold up legally?

Generally yes, if reasonable and knowingly signed.
However, agreements do not protect you from negligence. Proper care is still required.

How long should I keep signed agreements?

Several years at minimum. Many groomers keep them indefinitely.

Digital storage makes long-term retention simple.