Terms of Service
Grooming, boarding and daycare services ("services") are rendered by Spence & York, LLC. DBA Lucky Dog Pet Retreat & Spa located at
2267 NW Military Hwy, Ste. 115, San Antonio, TX 78213, United States.
Use of Services Agreement
By using our services, you are agreeing to our terms, policies and standards presented on this page. Please ensure you read them carefully.
By using our Services any additional terms or changes to existing terms will be available on this webpage and will become part of your agreement with us. We reserve the right to change these terms and conditions at any time. USE OF ANY SERVICE RENDERED BY LUCKY DOG PET RETREAT & SPA INDICATES YOUR AGREEMENT TO ALL THE TERMS AND CONDITIONS IN THIS AGREEMENT, SO PLEASE READ THIS AGREEMENT CAREFULLY BEFORE YOUR VISIT.
Pet Medical History and Conditions
Occasionally, grooming can expose a hidden medical problem or aggravate current ones. This can occur during or after grooming. It is the pet owner's responsibility to alert us of any current or past medical issues including skin tags/warts, bumps/lumps, surgery scars, cuts, bruises, missing hair, nails, skin allergies, recent illnesses/injuries, etc. Although obviously sick or unvaccinated pets are not permitted to receive services, the client acknowledges that they are placing the pets into an area in which communicable diseases may pass between seemingly healthy pets. If following services rendered your pet shows signs of illness, the client may not hold Lucky Dog Pet Retreat & Spa owners or staff liable for any inadvertent exposure the pet may have received.
Lucky Dog takes precautions to prevent the spread of germs by thoroughly disinfecting grooming kennels, tools and surfaces. Should your pet become ill after a visit to Lucky Dog we ask that you notify us immediately. Note: all medical expenses for veterinary care that may result after services will be covered by the pet's owner.
Veterinarian Authorization - Medical Emergencies
Should Lucky Dog Pet Retreat & Spa staff determine that your pet needs immediate medical attention we reserve the right to seek medical treatment at a licensed veterinary clinic. In most cases the nearest office is Pet's First Veterinary Center, 1806 NW Military Hwy, San Antonio, TX 78213. If an emergency should occur after normal business hours medical attention may be sought at the Animal Emergency Room, 4315 Fredericksburg Rd #2, San Antonio, TX 78201.
Unforeseen Circumstances - Grooming
Although unforeseen circumstances are very rare, there are risks when dealing with animals. We use extreme caution and care in all situations.
Grooming equipment is sharp and incidents such as cuts, nicks, scratches, clipper burn, quicking of nails, etc. can occur, especially when a pet unexpectedly moves around.
Your pet’s safety and comfort is our number one priority. In the event a grooming incident does occur, you will be contacted immediately. If the situation is serious, and the owner is not on-site, we will seek immediate veterinary care for your pet at the closest veterinary clinic, Pet's First 1806 NW Military Hwy, San Antonio, TX 78213. Costs incurred for medical attention will be the responsibility of the pet owner. The client acknowledges unforeseen circumstances and does not hold Lucky Dog Pet Retreat & Spa staff responsible for extenuating events, issues or problems that may arise while pet(s) are in our care.
Vaccinations and Bordetella
All pets are required to present proof of current vaccination records for rabies, distemper/parvo and bordetella prior to any services rendered (grooming, bathing, boarding or daycare).
Kennel cough, similar to a human cold, is a respiratory condition caused by a variety of viruses and bacteria often spread by direct contact by dogs. Lucky Dog Pet Retreat & Spa requires that all dogs be immunized and kept up-to-date on the Bordetella (Kennel Cough) vaccine. Keeping your dog current with their immunization will help prevent the spread of kennel cough and/or diminish the severity of infection in your pet. Should your pet should become infected, all treatment and costs associated will be the pet owner’s responsibility.
All pets are required to present proof of current vaccinations records for rabies, distemper/parvo and bordetella prior to any services rendered (grooming, bathing, boarding or daycare). In some cases exceptions are made for older dogs exempt by their veterinarian from vaccinations, dogs too young to receive the rabies vaccination and dogs who have had an allergic reaction to certain vaccines. In these cases, dog owners agree that Lucky Dog Pet Retreat & Spa cannot prevent illness or infection in unvaccinated pets. Owners will not hold the business, the business owners, or staff responsible for costs or other burdens associated with illness that may occur as a result of having unvaccinated pets in our care. Owners agree to take full responsibility for any and all costs they may incur.
De-mating: Brush-out and Shaving
Animals with severely matted coats require extra attention. Mats cause fur and hair to grow tight, and can ultimately damage and tear the animal's skin. Matted coats provide a breeding ground for parasitic skin infestations.
Lucky Dog will not cause serious or undue stress to pets who are severely matted. Mats are painful to brush out and may require the pet to be shaved with grooming clippers. Removing a heavily matted coat can cause nicks, cuts or abrasions due to skin growths trapped under the mats. Matting can trap moisture and urine near the pet's skin allowing fungus or bacteria that produce skin irritations that are present prior to the grooming process.
Results of mat removal can include itchiness, skin redness, self-inflicted irritations or abrasions and failure of the hair to regrow. In some cases, pets may also exhibit brief behavioral changes. Should your pet require shaving to remove severe matting the client agrees and understand the possible results and risks associated with the process. There will be an additional service and charge added for this process as it requires more time and extra precaution and special attention is paid to keep your pet safe and pain-free during the de-mating process. The process is slow and can be painful.
We will brush-out matting if:
Your pet only has a few matts throughout their coat which are not close to the skin.
Your dog is a certain breed that cannot be shaved because of its genetic make-up and would be detrimental to your pet if it were shaved (i.e. Husky, German Sheppard).
Full de-matting services will not be offered to the following:
Younger pets - de-matting tends to make them dislike grooming making the process VERY difficult and can result in biting.
Older pets - de-matting can be mentally and physically stressful, which can jeopardize their health.
When a shave or short cut is recommended it is for the health and safety of your dog, which typically results in a better overall condition of the coat and skin. Lucky Dog will contact pet owners for approval prior to shaving and to discuss process.
Fleas and Ticks
Lucky Dog strives to be a flea-free. If your pet has any fleas or ticks an additional bath service will be added to remove and kill the parasites (cost will depend on size of dog). We request that you mention any flea or tick issues at time of drop-off so that we may keep your pet isolated and treated as soon as they arrive.
Boarding and Daycare Safety
All dogs must pass the preliminary temperament test to be eligible for playtime. Some behaviors may be revealed only after a dog has attended daycare for a number of days. If conduct deemed unacceptable or dangerous occurs and our staff has taken measures to correct and re-teach the behaviors in question, Lucky Dog reserves the right to immediately revoke eligibility at any time in the event that a dog shows the potential to cause severe injury or inability to adjust to the daycare program. Daycare is not intended for dogs with difficult issues nor is it the responsibility of Lucky Dog attendants to devote extensive attention to a single dog’s behavioral problems.
Dogs must not have any conditions which can be aggravated by active play or have any contagious disease symptoms such as cough, cold, nasal discharge, etc. Although the daycare environment is a safe and well supervised area, the client acknowledges that rough play can be an inherent part of dog behavior while at play. Despite trained staff and constant supervision, play may become too rough and an injury to pets may result. Should the staff determine that any dog shows excessive stress or aggressive behavior in daycare, the client authorizes Lucky Dog Pet Retreat & Spa staff to transfer the dog to an individual enclosure within our facility and will contact the client. Lucky Dog reserves the right to immediately deny any dog’s eligibility at any time in the event that a dog causes severe injury or displays dangerous, aggressive behavior.
Lucky Dog Pet Retreat & Spa staff diligently monitors all dog at play and during outdoor walks (leashes and ID collars), given the unpredictable nature of dogs, an interaction could take place between animals in day care or unforeseen events could occur during outdoor walks. Should an event result in injury to your dog, to other dogs, or to other people while in our care the client assumes responsibility for any injuries. Lucky Dog Pet Retreat & Spa will not be held liable for any actions, causes of actions, damages, rights, claims or lawsuits which you may have for: (a) any and all personal injury or property damage which may be sustained arising out of any interaction between two dogs participating in daycare and/or boarding; and (b) any and all injury, illness or disease sustained by your dog arising out of or stemming from its participation in our daycare and/or boarding services. Should pets require immediate medical treatment before the client can be contacted, the client authorizes Lucky Dog to treat pets as deemed necessary, including seeking immediate veterinary treatment at the closest veterinary clinic.
Following any injury, Lucky Dog will make every attempt to contact the client immediately, however, regardless of contact the client acknowledges and assumes all financial responsibility for treatment provided.
Daycare Socialization Process
Certain training techniques may need to be introduced, as needed, to help a dog becoming calm which enables the dog to experience the full benefits of canine socialization. These techniques may include but not be limited to the following:
Blocking/standing in front of the dog with our body to keep away from other dogs in order to get a dog’s attention and compliance
Being leashed to avoid and correct remote misbehavior (such as eating feces, humping, other unwanted behavior)
Water squirt at dog’s rear or Pet Corrector spray to break up tension and in order to gain a dog’s attention and compliance
Dangerous and Aggressive Animals
Lucky Dog has the right to refuse any services at any time. In the event that your pet is too stressed or becomes dangerous to groom or care for we reserve the right to cancel services at any time. Clients will be charged for any services rendered.
In some cases pets may require additional attention to calm and ease stress while continuing the grooming process. If your pet appears stressed or attempts to bite the use of a muzzle will be used to calm them and prevent injury to your pet and our staff. We will always first try calming methods such as petting, embracing and small treats as a distraction; muzzling is a last resort. Dogs that require muzzling or extra staff to help manage them will be charged a handling fee as these situation require additional staff and time to complete the service.
Cancellations and No-shows
We send you an appointment reminder the day before your appointment. We ask that you contact us ASAP to cancel or reschedule your appointment, if needed. We require at least a 24 hour notice for all cancellations or reschedules to allow us time to arrange our staffing requirements.
No shows and appointments cancelled with less than a 24 hour notice will incur a $5 fee for the first no-show/cancellation, $10 fee thereafter, payable at the completion of your next appointment.
Late Pick Up - Grooming
Although we prefer pick-up to occur within three hours of completed services we understand that this is not always possible. We offer two solutions for later pick-up: day care or break-time. Our day care allows your dog to participate in our one-hour playtimes with dogs of the same size and temperament. This also includes several potty breaks. Our break-time offers several potty breaks with walks to stretch their legs for time out of the kennel. Note: the break-time service will be included for pets staying longer that three hours after completed grooming services. Day care and break-time are charged per dog.
Boarding check-in/out and additional care
Boarding check-in time is 12pm on the day of drop-off, check-out is 12pm on day of departure. Should you require additional hours of care $2.50 per hour, per dog will be added for drop-offs and pick-ups before and after 12pm. NOTE: check-out time after 12pm is NOT charged for dogs receiving grooming services (haircut or bath) during their stay.