House Call Policies & Procedures
House Call Services provide professional pet nail care in the comfort of the Pet Parent’s home while maintaining the same professional standards, individualized care, and safety practices that guide Nailed It Denver.
House Call Services are provided by appointment and scheduled based on technician availability, designated service areas, established travel routes, and other operational considerations. Because services take place on private property, additional policies, procedures, and responsibilities apply to support safe and appropriate appointments for pets, Pet Parents, our team, and others present.
Scheduling & Appointment Structure
Because technicians travel between appointments, House Calls are scheduled by date rather than an exact appointment time.
A specific two-hour arrival window will be provided automatically one day before the appointment. This is the window Pet Parents should use to know when to expect the technician. We make every effort to arrive within that window, but travel conditions, appointment length, weather, traffic, pet needs, and other unforeseen circumstances may affect arrival times.
Pet Parents should remain reasonably available during the communicated two-hour arrival window, unless otherwise authorized through an approved Turn-Key Service.
Payment
House Call appointments must be prepaid or have a valid payment method on file.
House Call services require either an active prepaid invoice, package, or a valid payment method on file before appointments are scheduled. Nailed It Denver will not travel to or provide a House Call without the required payment arrangement in place.
Booking & Intake Systems
Nailed It Denver is transitioning between booking systems during 2026, so both Acuity and MoeGo are currently in use depending on the service or appointment.
Acuity: The 9:00 AM time shown when booking a House Call does not mean the appointment is scheduled for 9:00 AM. It represents the beginning of the service period used by Acuity.
MoeGo: MoeGo may display intake forms, booking options, and waitlist availability. Submitting information through MoeGo does not necessarily confirm an appointment. It represents a booking or intake request within the system.
As-Needed House Calls
As-Needed House Calls are for Pet Parents who want professional nail care at home without committing to a membership. Appointments are booked individually at the current as-needed price and are subject to availability.
Some pets with significant handling or behavior needs may not be eligible for As-Needed House Calls. Nailed It Denver may determine that As-Needed House Calls are not appropriate based on the pet’s needs, service history, or ability to safely participate.
An As-Needed House Call does not guarantee an ongoing spot or recurring schedule. The higher as-needed price reflects the flexibility of booking one appointment at a time, while the membership price reflects the commitment to recurring care.
House Call Membership
House Call Membership is for Pet Parents who want regular nail care without booking each appointment individually. Memberships are purchased in three-month packages, paid in full upfront, to secure a recurring spot on an established House Call route.
Membership appointments are use it or lose it. Each package includes one scheduled House Call per month, and unused appointments do not roll over, transfer, or receive a credit or refund. The membership price is a lower rate and reflects the commitment to recurring care.
Pet Parents who were previously enrolled in a subscription or recurring House Call arrangement at a rate higher than $55 per pet may keep their existing rate unless they choose to enroll in the current House Call Membership package.
Membership is about consistency, not perfection. Appointment changes are subject to the applicable Cancellation & Rescheduling Policy, and missed or unused appointments remain part of the membership commitment.
Pet Parents with three (3) late appointment changes within any rolling six-month period may lose eligibility for recurring or preferred scheduling. Future House Calls will be scheduled as needed and subject to availability.
Additional Technician
Some pets may require more than one technician to provide services safely and appropriately. When an additional technician is required, an additional technician fee may apply.
Nailed It Denver will communicate this requirement and applicable fee before the appointment whenever reasonably possible. An additional technician may be required for a single appointment or ongoing services, depending on the pet’s needs.
Travel Fees
House Call Services may include a travel fee when an appointment requires travel outside Nailed It Denver’s standard service area or beyond established routes.
Travel fees are based on the location of the appointment and will be communicated before booking when applicable. Travel fees are separate from the service fee and are non-refundable once travel has been committed.
Nailed It Denver may limit or decline House Call Services when travel requirements are not operationally feasible.
Preparing for Your Appointment
Pet Parents are responsible for having pets present, accessible, and ready for services when the technician arrives. House Call preparation includes:
- Dogs must wear a collar. Harnesses are welcome, but a collar is still required for every dog.
- Dogs must be separated when the technician arrives. Each dog will be brought out individually and returned before the next dog is brought out. This helps us respect each pet’s individual energy and keep the appointment calm and focused.
- Cats must be accessible without unnecessary stress. If a cat is not easily accessible, they should be safely confined to an area of the home where they can be reached without chasing or searching throughout the house.
- If a cat is hiding or otherwise inaccessible, Nailed It Denver will make a reasonable attempt to locate and obtain them for up to 15 minutes, while considering the cat’s emotional state. Pulling or scooping a cat out from underneath a bed or other hiding place can increase stress and is not an appropriate way to begin the appointment.
- Pet Parents must provide safe, unobstructed access to the pet and service area.
Additional preparation requirements may apply based on the pet, service, or appointment location.
Arrival & Home Access
House Calls operate with an arrival window, not an exact arrival time, because technicians travel between appointments. Pet Parents will receive an ETA when the technician is on the way, a notification upon arrival, and another notification after five minutes.
Unless a Turn-Key Agreement has been signed, technicians cannot enter the property and will not ring the doorbell. Doorbells can be startling or dysregulating for pets, and we want to meet each pet as close to their baseline as possible. Pet Parents must be available to provide access and ensure gates, parking, and walkways are accessible.
Technicians will wait up to 15 minutes after arrival before moving to the next appointment. If the Pet Parent or pet is unavailable, we may be able to return later if the route allows, but an additional fee may apply.
Parking Fees
Pet Parents are responsible for any parking fees incurred during a House Call. Applicable parking fees will be added to the appointment total and charged to the payment method on file.
Home Environment & Service Location
Pet Parents must provide a safe, accessible, and reasonably distraction-free space with adequate lighting, working space, and safe footing.
House Call nail trims are typically performed in a bathroom or other small, enclosed space to limit escape routes, reduce distractions, and help pets settle. This allows for low-restraint handling whenever safely possible while keeping the environment controlled and the pet closer to their baseline. If the environment is not suitable for safe service, the appointment may be modified, postponed, or unable to be completed.
Substances
For the safety of pets and our team, we request that you do not consume substances that may interfere with safety before or during your pet’s appointment. If a Pet Parent appears to be under the influence or unable to safely participate in the appointment, Nailed It Denver reserves the right to decline services and leave the property.
Household Members, Visitors & Other Animals
Household members, visitors, children, and other animals not receiving services should be supervised or managed as appropriate to prevent interference with the appointment.
Pet Parents should let our team know about anything in the home environment that may affect the appointment.
Our team may request additional space or ask others to remain in another area when needed for safety or to allow the appointment to proceed.
Unable to Complete the Appointment
If the Pet Parent, pet, or property is unavailable or inaccessible, or circumstances within the Pet Parent’s control prevent the appointment from proceeding, the appointment may be treated as a late appointment change.
If we have already begun traveling to or arrived at the appointment, applicable fees and scheduling requirements apply.
Cancellation & Rescheduling
House Calls require advance route planning, travel, and reserved appointment time. Cancellations or rescheduling requests must be received at least 48 hours before the scheduled arrival window.
Changes made with less than 48 hours’ notice, or appointments that cannot begin or be completed due to circumstances within the Pet Parent’s control, are considered late appointment changes and are subject to a 100% fee of the scheduled service fee, charged to the payment method on file.
Notice is effective when received through an approved Nailed It Denver communication channel. The earlier we know about a change, the better we can adjust the route and make that time available to another Pet Parent.
Weather & Cancellations
If weather, road conditions, or other circumstances outside our control make travel unsafe, Nailed It Denver may modify, postpone, or cancel a House Call without penalty. When possible, we’ll provide notice and make reasonable efforts to reschedule.
Exceptions
Nailed It Denver may waive fees, adjust requirements, or make exceptions when circumstances warrant. An exception on one occasion does not guarantee future exceptions.
Pet Parent Acknowledgment
By signing below, Pet Parents acknowledge that they have read and agree to these policies.
Last edited & reviewed: 10/4/2026