Policies
The rules for appointments, payments, disputes, and cancellations — for pet parents and groomers.
Share anything about your pet that matters — coat, skin, temperament, or anything your groomer should know — when you book. Have your pet ready at the appointment time, and double-check the service and location before you confirm.
Review the booking details before the appointment and confirm the service and location. Take before photos when you start — those photos are part of how we handle any dispute.
Karoot uses Stripe Connect for payments. Groomers connect their own Stripe account to Karoot, pet parents pay securely in the app, and funds are held securely until the appointment is complete — then released to the groomer.
If something isn't right after an appointment, raise a dispute from the appointment itself in the app, or contact Karoot directly. We review the before and after photos from the appointment, along with both sides' accounts, and decide from there.
Refunds depend on when you cancel, measured against the appointment start time. The percentage applies to the appointment total, and refunds go back to your original payment method. To cancel, open the appointment in the app and cancel it there.
If you need to cancel, do it from the appointment in the app — the earlier, the better. Cancelling more than 24 hours ahead carries no fee. If a restriction is placed on your profile and you want to discuss it, contact Karoot.
Questions about any of these policies? Reach us at hello@karoot.ca.