We take this issue very seriously. It can be very painful for our fur-friends. If we feel that de-matting would be inappropriate, we retain the right of refusal. We will in no way cause undue stress or pain for any animal. We will assess the condition of the fur and give you feedback on what the possible solutions might be. Other recommendations will be discussed. These can include interventions like short shaving the coat or affected area or cutting out the matts individually, which could potentially leave holes in the fur for a short while.
We are committed to ensuring our fur-friends do not suffer by our hands and will NOT inflict undue stress or pain in order to correct improper maintenance or possible neglect. (for whatever reason)