SPS Policies & Procedures

Company Policies

Sileo Pet Services Policies & Procedures

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.
  • Correction: Please notify us of any changes or inaccuracies so we can keep your records accurate.
  • 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

  • Refund Policy: All sales are final. If a service was rendered, no refunds will be issued.
  • Holiday Surcharge: A surcharge applies to high-volume holiday dates.
  • Military & Senior Discounts: Discounts are available for military personnel, veterans, and seniors.
  • Medication Administration Fee: Applies per administration per pet.
  • Home Access: Clients must provide a key when away, even if an access code is available. Entry issues will result in a full-service charge.

Off-Hours Policy

  • Business Hours:
    • Monday–Friday: 8 AM – 8 PM
    • Saturday & Sunday: 8 AM – 2 PM
  • Earliest Service: 5 AM
  • Latest Service: 11 PM
  • Off-Hours Fee: Applies to visits outside regular hours. Weekend appointments after 2 PM are subject to availability and the off-hours fee.

Invoices

  • Invoices are sent every Monday for the previous week.
  • Payment is due by Friday to avoid service disruption.
  • Business week runs Sunday through Saturday.
  • Unpaid invoices may lead to service suspension or termination.

Last-Minute Appointments & Cancellation Policy

  • A percentage of the service fee may be charged depending on how close to the scheduled time the cancellation occurs.
  • Waivers may apply in emergencies or extreme weather, at Sileo Pet Services’ discretion.

Right to Deny Service Sileo Pet Services reserves the right to refuse or terminate service if a pet displays aggression or if continuing service presents a safety risk.

Extreme Weather Policy

  • Outdoor activities are limited during high or low temperatures.
  • Appointments may be rescheduled or canceled during severe weather. Clients will be notified as early as possible.

Holiday Surcharge Dates (15%) (Subject to Change)

  • Memorial Day Weekend
  • Independence Day Weekend
  • Labor Day Weekend
  • Thanksgiving Weekend
  • Christmas Week
  • New Year’s Week

Alternative Care Provision Policy If a contractor cannot fulfill a scheduled service due to an emergency:

  1. We will try to assign a contractor the client has previously met.
  2. If not possible, we may assign another qualified contractor.
  3. As a last resort, a trusted third-party provider may be contacted with prior client approval by phone. No additional charges or discounts will apply.

Service-Specific Policies & Expectations

Dog Walking

  • Additional fees apply for multiple dogs.
  • May include a mix of walking and basic drop-in tasks.
  • Reinforces basic commands and uses preventative handling techniques.

Drop-In Visits

  • Includes feeding, playtime, cuddles, water refresh, potty breaks, and medication (if needed).
  • A deposit may be required for bookings of multiple consecutive days.

Extended Sitting

  • Hourly flat rates apply.
  • Includes all services in Drop-Ins with extended care.
  • Optional walk included per visit.

Overnight Sitting

  • Nightly rate includes walks and full care.
  • Additional care or extra hours may incur additional charges.

Private Training

  • Training plans available; discounted upon completion of training.
  • Sessions vary in length depending on the training type.
  • LIMA methods only (No shock, prong, or e-collars).
  • Training Agreement required before start.

Client Onboarding & Communication

  • Clients must schedule a Meet & Greet before booking services. The initial Meet & Greet and training consultations carry a fee.
  • Additional pets for training consultations will incur an additional charge.
  • Arrival/departure texts, photo updates, and clean-up are included.
  • All team communication is coordinated through Pet Pocketbook.
  • Note: All current pricing can be found within our booking software, Pet Pocketbook.

Thank you for choosing Sileo Pet Services. We are committed to delivering reliable, compassionate care tailored to your pets’ needs.

Company Procedures

General Procedures for All Services:
  • Client must book a free training consultation before you book with us.
  • Client must book a free meet n greet with us before booking any services.
  • Arrival & Departure Texts
  • Photo Updates
  • Clean-up when needed
  • All services are conducted in the client’s home.
  • All Team Members communicate via Square Appointments
For Specific Services:
Dog Walking:

What to expect in this service:

  • Service can be optionally divided between a half walk and a half drop-in to address other essential needs.
  • This service incorporates basic obedience and preventative training techniques.
  • At every corner and while crossing the street, we reinforce the commands “Sit,” “Wait,” and “Ok”.
  • Ensure proper lead handling techniques.
  • Approach other dogs and people with caution.
  • Stay vigilant for leaves, rocks, and digging behaviors.
  • Use owner-provided treats for positive reinforcement, unless instructed otherwise.
Drop-In Visits:

What to expect in this service:

  • Optional Feeding 
  • Lots of Playtime
  • Lots of Cuddles
  • Water Change
  • Medication administration (if needed)
  • Potty break
  • Treats (provided by owner)
  • Service can be optionally divided between a half walk and a half drop-in to address other essential needs.
  • This service incorporates basic obedience and preventative training techniques.
Extended Sitting:

What to expect in this service:

  • Optional Feeding
  • Lots of Playtime
  • Lots of Cuddles
  • Water changing 
  • Medication administration (if needed)
  • Unlimited potty breaks 
  • Treats (provided by owner)
  • Optional 10 minute walk per booked.
  • This service incorporates basic obedience and preventative training techniques.
Overnight Sitting:

What to expect in this service:

  • X2 Feedings
  • Lots of Playtime
  • Lots of Cuddles
  • Unlimited Water Changes
  • Medication administration (if needed)
  • Unlimited potty breaks
  • Treats (provided by owner)
  • Optional 10 minute walk per night booked, can be in the morning or at night, ask the client.
  • This service incorporates basic obedience and preventative training techniques.
Private Training:

What to expect in this service:

  • Customized Training Plan for your dog(s)
  • Explaining how to handle your dog in specific situations
  • Give recommendations for external equipment to use outside of training
  • Reach out to us to learn how to arrange a complimentary training consultation.
Additional Service Info
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