Short answer: a good dog grooming cancellation policy asks for 24 to 48 hours' notice, takes a deposit at booking that owners forfeit for late cancellations and no-shows, says what happens when an owner is late, and explains that matted or stressed dogs may need a different groom or a stop. Write it in plain words, show it before owners book, and apply it the same way every time.
Why groomers need one
A full groom is 90 minutes or more. A mobile groomer adds the drive, and a salon groomer can't fill a same-day gap. So a late cancellation or no-show isn't a small inconvenience — it's most of a morning's income gone.
Plenty of Alberta groomers already charge for it. In Calgary, Good Sniff Spaw publishes a $45 fee for cancellations inside 12 hours. A published fee is easier to enforce than one you invent on the day.
What to put in your policy
- The notice window. 24 hours is the common minimum; 48 hours suits long grooms and busy weeks. Pick one and stick to it.
- The deposit. How much, when it's paid, and that it counts toward the groom. A fixed amount ($25 to $50) is easy to explain; a percentage scales with bigger dogs.
- What happens to the deposit. Kept for cancellations inside the window and no-shows; moved to the new date when owners reschedule in time.
- Late arrivals (salons) or not being home (mobile). How long you'll wait, and whether a late start shortens the groom or becomes a no-show.
- Matted or stressed dogs. That you'll recommend a shave-down for severe matting, charge for extra time, or stop the groom if the dog is too stressed — and what the owner pays if you do.
- Weather and your own cancellations. Mobile groomers in Alberta lose days to storms. Say you'll rebook at no charge when you're the one who cancels.
- Vaccinations. If you require up-to-date vaccinations, say so, and what happens if the owner can't show them.
Template you can adapt
Booking and cancellation policy
A $30 deposit is required to book and is applied to your groom.
Need to change your appointment? Please give us at least 24 hours' notice and we'll move your deposit to your new time.
Cancellations with less than 24 hours' notice, and missed appointments, forfeit the deposit.
If you're more than 15 minutes late (or not home for a mobile appointment), we may need to shorten the groom or treat it as a missed appointment.
Dogs with severe matting may need a shorter clip for their comfort, and extra time is charged at our posted rate. If your dog becomes too stressed to continue safely, we'll stop and charge for the time spent.
If we need to cancel because of weather or illness, we'll rebook you at no charge.
Change the amounts and times to suit your business. Keep the tone friendly — owners accept a policy that sounds fair far more easily than one that sounds like a threat.
Introducing it to existing clients
Tell regulars before it applies to them: a short message explaining that no-shows have been costing you appointments, and that the deposit comes off their groom. Most loyal clients won't mind; the ones who do tend to be the ones who miss appointments.
Make it easy to enforce
A policy you have to chase isn't a policy. Take the deposit when the owner books, show the policy before they confirm, and send reminders so fewer people forget. Booking deposits in PayDash work exactly this way: set a deposit per service, the owner pays by card to confirm, and your cancellation policy appears on the booking page.
For the bigger picture on deposits — how much to charge and how to handle awkward cases — our deposit system guide for detailers applies just as well to grooming.
See how PayDash works for groomers →
General information only, not legal advice. Consumer protection rules vary by province.