Policies & Procedures
Clear guidelines to ensure the best experience for you and your pets
Company Commitment to Privacy
At Sileo Pet Services™, your trust is paramount. We are committed to maintaining the privacy and security of your personal data.
Information Collection
We collect only the necessary data such as your name, contact details, and information about your pets to ensure quality service.
Usage
Your data is used strictly to enhance services, manage scheduling, and maintain clear communication.
Data Sharing
We do not share your personal information outside of Sileo Pet Services unless you have met the individual during a meet and greet.
Security Measures
We use Pet Pocketbook, a trusted platform for scheduling and payments, and implement additional security measures to protect your information.
Policy Updates
Any updates to our privacy policy will be communicated via email.
Concerns
Please contact us directly with any data privacy concerns.
General Policies for All Services
Meet & Greet Requirement
All new clients must complete a Meet & Greet ($25) before services begin. This allows us to meet you and your pets, discuss care needs, and answer any questions.
Booking & Scheduling
Services are scheduled through Pet Pocketbook, our secure client portal. Please maintain access to the app to receive updates, schedule changes, and important notifications.
Payment & Billing
Invoices are sent every Monday for the previous week and are due by the following Saturday. We recommend enabling autopay through Pet Pocketbook for convenience.
Late Payments
A $5 per day late fee applies to unpaid invoices after the due date. Unpaid balances may result in service suspension.
Refund Policy
All sales are final once services are rendered. We stand by our quality of care and are committed to addressing concerns promptly.
Holiday Surcharge
A 15% surcharge applies to high-volume holiday dates. See holiday schedule below for specific dates.
Military & Senior Discounts
We offer an 8% discount for military personnel and veterans and a 5% discount for seniors. Discounts are not applied automatically and must be requested by the client. Requests may be made at any time. Discounts cannot be combined with other promotions.
Medication Administration
A $5 fee per administration per pet applies for medication services.
Home Access
Please provide a working key when you are away from home, even if you have a keypad or access code. If our team cannot gain entry, the full service fee will still apply.
Third-Party Access
Please notify us in advance if anyone else (family, cleaners, contractors, etc.) will be entering your home during our scheduled visits.
Off-Hours Policy
Business Hours:
Monday–Friday: 8 AM – 7 PM
Saturday & Sunday: 8 AM – 2 PM
Service Hours:
Earliest Service: 6:30 AM
Latest Service: 9 PM
Off-Hours Fee:
Applies to visits outside regular hours. Weekend appointments after 2 PM are subject to availability and the off-hours fee.
Communication Standards
- •All communication should go through our business phone (347-635-5434) or Pet Pocketbook app
- •You'll receive visit updates and photos through Pet Pocketbook
- •We respond to messages during business hours and make every effort to address concerns promptly
- •For emergencies during service hours, please call our business line directly
Cancellation & Rescheduling Policy
We understand plans change. To help us manage our team's schedule, please provide as much notice as possible when canceling or rescheduling.
Last-Minute Cancellation Fees:
- • Within 24 hours: 25% of service fee
- • Within 12 hours: 50% of service fee
- • Within 2 hours: 75% of service fee
Cancellation fees may be waived for emergencies or extreme weather at our discretion. Please communicate with us if you're facing an unexpected situation.
Holiday Surcharge Dates (15%)
Subject to Change
Memorial Day Weekend
Independence Day Weekend
Labor Day Weekend
Thanksgiving Weekend
Christmas Week
New Year's Week
Pet Care & Safety Standards
Vacation Care Requirements
When you're away from home, we want to ensure your pets receive the attention they need:
- • Dogs: Maximum 5 hours between visits. Minimum of 3-4 daily visits depending on visit length.
- • Puppies: Visits every 3 hours maximum, or boarding recommended.
- • Cats: Minimum of one visit per day.
We're happy to discuss boarding options if drop-in visits don't fit your pet's needs.
Vaccination Requirements (Boarding & Daycare)
For the safety of all pets in group settings:
- • Rabies, DHPP, and Bordetella are required
- • Canine Influenza is strongly recommended
- • Proof of vaccination must be provided before services
- • Pets must be free of fleas, ticks, and parasites
Extreme Weather Policy
Your pet's safety is our priority. We adjust outdoor activities during extreme weather:
- • Temperatures above 80°F: Outdoor activities limited to 15 minutes
- • Temperatures below 30°F (or wind chill): Outdoor activities limited to 15 minutes
- • Severe weather: Appointments may be rescheduled with advance notice
Safety & Liability
We maintain comprehensive insurance and bonding for your peace of mind. In the rare event we need to make a judgment call about extending a visit for your pet's wellbeing, we'll attempt to contact you first. Our priority is always your pet's safety and comfort.
Continuity of Care
If your regular caregiver is unavailable due to an emergency, we'll do our best to send someone you've already met. If that's not possible, we'll assign another qualified team member to ensure your pet receives care without interruption.
Private Training Policy
- •Customized training plans available; discounted upon completion
- •LIMA methods only (Least Intrusive, Minimally Aversive)
- •Our trainers are experienced with a wide range of training tools and will recommend the most appropriate option for your pet following an initial training consultation
- •Training agreement required before start
- •Free training consultation available
Have Questions About Our Policies?
We're here to help. Contact us for clarification on any policy or procedure.
Note: Current pricing and the complete client agreement are available in Pet Pocketbook. New clients will receive the full agreement during onboarding. This page provides a high-level overview for reference.