Cancellation and No-Show Policy

At Five Fur, every appointment is reserved with a dedicated groomer, driver, grooming van, travel time, and preparation for your pet. Because we are a mobile grooming service, last-minute cancellations affect our team schedule and also prevent another pet parent from booking that slot.

To keep things fair for everyone, the following cancellation and no-show policy applies to all bookings.

Cancellation or Rescheduling

For appointments scheduled at/before 12:00 PM, you must cancel or reschedule by 9:00 PM the previous evening. For appointments scheduled at or after 12:00 PM, you must cancel or reschedule at least 6 hours before the appointment time.

If a booking is cancelled or rescheduled outside of these windows, a cancellation fee of AED 100 will apply.

If a booking is cancelled within 3 hours of the scheduled appointment time, 50% of the booked service value will be charged.

No-Show Policy

A no-show means our team arrives for the appointment but the service cannot be completed because:

• the client is unavailable,
• the pet is unavailable,
• the location is inaccessible,
• we are unable to reach the client,
• or the appointment is cancelled after our team has already arrived or is on the way.

In case of a no-show, 100% of the booked service value may be charged.

Arrival Times & Delays

We always aim to arrive on time, but travel times can vary due to Dubai traffic, and previous sessions may run slightly longer depending on the pet's temperament or coat condition. If we expect to arrive early or late, we will notify you in advance so you can plan accordingly.

On the client side, if there is a delay in accessing the pet, building, villa, parking area, or community gate, our team will wait when possible. However, if the delay affects the next appointment or makes the service impossible to complete, the booking may be treated as a late cancellation or no-show.

Why This Policy Exists

We understand that emergencies happen. This policy is not meant to punish clients. It exists because each appointment blocks a real grooming slot, van schedule, staff time, fuel, and travel route.

We will always try to be reasonable, especially in genuine emergency situations.

For questions or concerns, please contact us at hello@five-fur.com.