Below you’ll find our terms of service.
We share them with a spirit of aloha and clarity so that you and your beloved pet know what to expect from us, and how we can work together to keep everyone safe, happy, and well cared for. If anything is unclear, please don’t hesitate to ask—we’re here to help.
Mahalo for your time and trust.
Before You Arrive
Please make sure your dog has had a good walk and gone potty before their appointment. A warm bath and a full bladder don’t mix well, and nerves can sometimes bring on an unexpected need to go. Feeding a little lighter beforehand is also helpful. Mahalo for your kokua in making your pet comfortable, and we have poop bags available if needed.
Express Grooms
If your pet requires an express service due to medical needs or other reasons, please let us know ahead of time so we can prepare accordingly.
Holiday Closures
We are closed on Thanksgiving, Christmas, and New Year’s Day. Most other weekday holidays, we are open.
Flea Policy
We do not accept pets with fleas. Due to health and safety concerns, as well as the ineffectiveness of many topical and natural flea treatments, we kindly ask that you visit your vet or administer a fast-acting oral flea treatment (like Capstar) before returning. Fleas can be deeply embedded and affect more than just one pet, so we recommend treating your entire household and home environment to fully resolve an infestation.
If Your Pet is Feeling Under the Weather
Please reschedule if your pet is showing signs of illness. We’ll be happy to find another time for you—just give us a call. This helps protect the health of all our furry guests.
Missed Appointments
When you book a time with us, that slot and space is reserved just for your pet. If you miss your appointment without notice, we are unable to fill that time. As such, a no-show will require full prepayment for your next visit, and that payment will be non-refundable.
Aggressive Pets
We prioritize safety—for your pet and our team. If your pet’s behavior becomes aggressive or unsafe, the groom or service will end immediately. A minimum charge of 50% will apply in these cases.
It is your responsibility to inform us of any behavioral issues. By bringing your pet to Kailua Pets, you agree to be liable for any injuries your pet may cause to our staff, other pets, or people on the premises.
Matted Coats
Severe matting can hide painful or dangerous conditions. When necessary, we perform a matted shave down—shaving close to the skin to remove mats safely. This may expose issues like:
- Hot spots
- Skin cuts or abrasions
- Flaky or irritated skin
- Parasites (fleas/ticks)
Shaving can also affect your pet’s ability to regulate body temperature temporarily. We take great care, but we are not liable for any issues resulting from matting. All veterinary expenses are the responsibility of the owner.
Minor matting or tangles that can be safely brushed out may incur additional charges depending on time required.
Vaccinations
All pets must be up to date on their rabies vaccine, per Hawaiʻi state law.
Payments
Payment is due at the time of service. We accept cash and debit cards. While we understand the appeal of credit card rewards, those come with extra processing fees for small businesses—so if you’re able, we appreciate debit card use.
Anal Glands
We do not perform anal gland expression, as it is considered a veterinary procedure when done properly and safely.
Shaving Double-Coated Dogs
Shaving double coats can result in sunburn, uneven regrowth, and overheating. We will discuss your goals with you and offer alternatives like de-shedding treatments that support coat health without risking long-term damage. Sometimes shaving is necessary, or there may be a way to clean out the coat, thin it, or trim it a bit longer – we will discuss options with you at check in.
Where Do Pets Stay
We keep pets in individual crates for their safety. We groom dogs of all sizes and do not evaluate group temperament like a daycare might.
Prescription Shampoos/Treatments
We’re happy to use your vet-prescribed shampoo. Just bring it with you, and we’ll return it at pickup.
Scents and Sensitivities
We do not add perfumes. Some products may have a light scent, and we use calming essential oils in the shop. Please let us know of any concerns.
Senior Pets and Medical Conditions
Grooming can be stressful for older pets or those with health issues. We groom these pets for comfort, and may pause or split the session if needed. In some cases, we may stop altogether if it’s in the pet’s best interest.
By bringing your pet, you agree to be fully responsible for any medical issues that arise, including veterinary care costs. If an emergency occurs, we will seek immediate help and notify you.
Final Note
We mahalo you for choosing Kailua Pets and trusting us with your furry family members. We always aim to treat them with aloha, skill, and heart.