How should a dog groomer write a no-show, late and deposit policy, and how should it be texted?
By the GroomerKit team · Last updated November 2, 2026
Write four plain lines: the deposit and what it comes off, the cancellation notice you need, the grace period and what happens after it, and the no-show fee. Put the same lines on your booking page, your intake form and your confirmation text. Then, when something goes wrong, text the policy once, exactly as written, and offer the next step.
Why does a groomer need the policy in writing?
A mobile groomer who drives to a locked door has lost the drive, the slot and the dog that could have had it. A salon with an empty 9 am table has lost the slot and kept the bather on the clock. Neither loss is recovered by a conversation at the next appointment. It is recovered, in part, by a policy that was agreed to before the appointment existed.
Written down, the policy also does a kinder job. It lets you say "this is the policy" instead of "this is what I decided about you." The client agreed to it when they booked. You are reminding them, not judging them.
What are the four lines?
Most grooming policies that work in practice fit in four sentences. Replace each bracket with your own number, and keep the numbers the same everywhere they appear.
| Line | What it settles | Example wording |
|---|---|---|
| Deposit | Who pays it, how much, and what it comes off | "New clients pay a [AMOUNT] deposit when they book. It comes off the groom." |
| Notice | How much notice you need to move or cancel | "Please give [24 or 48] hours' notice to cancel or reschedule." |
| Late | The grace period and what happens after it | "There is a [10]-minute grace period. After that the groom may be shortened or rescheduled." |
| No-show | The fee and how it is charged | "A missed appointment without notice is charged a no-show fee equal to the deposit." |
Mobile groomers add one more line for the arrival window: "I arrive within a [2]-hour window and text [20] minutes before. If nobody is home at the window's end, the appointment counts as missed." Say the window as a window, never as a clock time.
How should the deposit be worded?
The phrase that matters is "it comes off the groom." A deposit that is applied to the appointment is a reservation, not a fee, and most pet parents accept a reservation without argument. A deposit that reads as an extra charge gets questioned. Say it the first way, in those words, every time: on the booking page, in the confirmation text and at the door.
Decide who pays it before you write it down. Some shops take a deposit from new clients only. Some take one from everyone. Some take one only after a no-show. Any of these works. What does not work is deciding at the moment of booking, per client, on a busy afternoon.
Where should the policy appear?
- On the booking page, above the button, in the same four lines.
- On the intake form, where the client initials or ticks it.
- In the booking confirmation text, as one line with a link to the full policy.
- In the day-before reminder, as one line.
- On the salon door or the van, if you want it visible, though the texts do most of the work.
The same numbers everywhere is the whole point. If the booking page says 24 hours and the intake form says 48, the client will remember whichever one helps them, and they will be right.
How do you text it without sounding like a threat?
Say the policy once, exactly as written. Do not soften it with "unfortunately" and do not sharpen it with "as you know." Then say the next step. Kind to the owner, firm on the policy; the kindness is in the next step, not in bending the policy.
Here is a same-day no-show text for a fictional shop. The policy line is quoted as it appears on the shop's booking page.
Hi, this is Dana at Clover & Clip. We missed Biscuit this morning. A missed appointment without 24 hours' notice is charged a no-show fee equal to the $25 deposit, as on our booking page. When you are ready, text me two days that work and I will find Biscuit a spot. Reply STOP to opt out.
Notice what the text does not do. It does not guess why they missed it. It does not say "you should have." It does not apologize for the fee. It names the dog, states the policy, and offers the next step.
What should you leave out?
- A guess about why they missed it: sick kid, snow, forgot. Half the guesses are wrong.
- A fee you did not publish. If it is not on the booking page, do not charge it this time; publish it for next time.
- A warning about the dog's coat. The coat has nothing to do with the policy.
- A second message the same day. Say it once and wait.
What about the client who argues?
Stay friendly and repeat the policy. "I understand. The no-show fee is the same for everyone and it is on the booking page. I would love to get Biscuit back on the calendar." If they refuse the fee, decide once whether you keep the client, not in the middle of the thread. The "not a good fit" kit exists for the second time it happens.
Who should check your wording?
Deposit and fee rules differ by state, and so do the rules for texting clients. Have your own advisor read the four lines and the texts before you use them. This is a writing guide, not legal advice. Texts go out from your booking app, only to clients who agreed to receive texts from the shop.
Try this this week
Open your booking page, your intake form and your confirmation text side by side and read the policy in each one. If the numbers differ, fix them to match. If one of the four lines is missing, write it in. That is one job, and it will take less than an hour.
What to measure
For two months, count two things in your booking app: how many appointments were missed without notice, and how many of those clients rebooked within four weeks of the text. This will not prove the policy caused anything, but it will show you whether the text is leaving the door open.