Frequently Asked Questions

What can the walker do besides walk with my dog?

Yes, the walker can use the scheduled time however you’d like. Here are some examples of activities your walker can perform during the scheduled time:

• Walking

• Indoor stimulation (visiting and playing)

• Outdoor stimulation (visiting and playing)

• Feeding

• Filling the water dish

Please provide instructions if you would like your walker to spend the scheduled time doing activities other than walking.

Can the walker feed my dog?

Yes, walkers are permitted to feed your dog! Please provide feeding instructions if you would like your dog to be fed before or after a walk.

Does Spot supply the walking supplies?

To ensure proper fit and comfort, Spot does NOT bring or supply any of the walking tools, instead we use the dog owner’s collar, harness, leash, and bags.

Due to allergies and dietary restrictions, Spot does NOT bring or supply treats. Please supply treats and provide instructions if you would like your dog to receive treats on a walk.

What if my walker arrives late?

Spot guarantees on-time walker arrival or the walk is FREE! Therefore, if a walker arrives past the scheduled arrival timeframe, you are entitled to a free walk! To redeem your free walk, send Spot support a message and we can apply a free promo to the scheduled walk, or add a free walk promo to your account for future use. To redeem a free walk, you must contact Spot support within 7-days of the late arrival.

What if my walker doesn’t show up?

Spot guarantees that every scheduled walk will actually occur! We are the only company that will pay backup walkers hundreds of dollars to drop what they’re doing to fill in for a last-minute cancellation or unresponsive walker, as a result, we haven’t had a walker no show in several years!

If for whatever reason, Spot is forced to schedule a backup walker who arrives late, you are entitled to a free walk! To redeem your free walk, send Spot support a message and we can apply a free promo to the scheduled walk, or add a free walk promo to your account for future use. To redeem a free walk, you must contact Spot support within 7-days of the late arrival.

What if my walker cancels?

Whether you booked using the App or Website, Spot guarantees a replacement walker in the case of a cancellation! Our support staff is constantly working behind the scenes to ensure that every scheduled walk occurs as planned. We are the only company that will pay backup walkers hundreds of dollars to drop what they’re doing to fill in for a last-minute cancellation or unresponsive walker, as a result, we haven’t had a walker no show in several years!

What happens if the walker can't get into my home?

When a walker arrives and they cannot gain access following the instructions on the account Spot implements procedures to exhaust every possible option in an attempt to gain access to the home/dog.

Who sees my Walk & Entry Instructions?

Only your scheduled walker has access to your Walk & Entry Instructions. When requesting a walk, dog walkers who service your location are notified, they can view the date, arrival timeframe, length of walk, and your pup profile. Once available walkers begin to accept, you can review their profiles, start chatting, and accept the walker of your choice. Once you accept a walker, the walk is scheduled, and the walker will have access to your Walk & Entry Instructions.

How do I order a replacement lockbox?

You can order another lockbox via the lockbox page located in the main menu of the app.
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You can also contact support via the app or pressing the "Chat With A Human" button.

Replacement lockboxes are $20 and arrive by mail within 1-3 business days. Lockboxes are yours to keep. You can update the code to your lockbox anytime.

Can I update my Walk & Entry Instructions?

On our app you can update the walk instructions via your profile, as well as every time you book you can update the instructions.

You can also add "One Time Instructions" to any walk that only apply to the selected walk. You can add "One Time Instructions" when booking, or, for an already booked walk you can edit the walk to add any additional information for that walk.

Who are the walkers?

Spot hires less than 5% of dog walker applicants. We look for mature and responsible adults who are dog owners, have experience with dogs, or have career aspirations to work with dogs or other animals. Every Spot dog walker must complete a multi-step screening and onboarding process that includes a 15 question multiple choice test. When booking walks using the Spot App, you will be connected to available walkers based on the dates and times requested, at which point you can review their profiles, ratings, & comments, start chatting, and select the walker of your choice.

Does Spot have insurance?

In the rare instance that something goes wrong during a walk, Spot offers reimbursement for veterinary expenses up to $15,000, and insurance for your home and personal property up to $1,000,000.

To submit a claim please contact Spot Support by chats, email, or phone, and a Spot Claims Representative will help you.

Do walkers receive training?

Spot walkers are NOT dog trainers, and all have varying levels of experience.

As part of the walker onboarding process, there is an 8-part video tutorial and 15-question multiple choice test to provide walkers with the basics needed to safely greet, leash, and walk a dog, and included information to help walkers mitigate risk and prevent dangerous situations. This tutorial is a basic introduction to safe dog walking and is not to be mistaken for a certified dog training program.

If you have specific training techniques that you would like reinforced during a walk, it’s recommended that you schedule a meet-and-greet where you can discuss your preferred training techniques and philosophies. Spot offers unlimited free meet-and-greets when booking a recurring walk, and $12 meet and greets for non-recurring walks. However, there’s no guarantee that specific walkers will be available for specific dates and times once you have met.

When booking walks using the Spot App, you will have the ability review a walker’s profile before scheduling them. Once you enter the specifics of your walk request (dates and times), available walkers will accept, at which point you can review their profiles, ratings, & comments, start chatting, and select the walker of your choice. If you are not comfortable with any of the available walkers, you may cancel the pending walk request without being charged.

Can the walker take my dog off-leash?

No, Spot dog walks are on-leash only. This includes fenced-in off leash parks. Off-leash services are not insured and are not permitted due to the elevated risk of injury to a dog, injury caused by a dog, and potential loss of a dog. Even within a fenced-in off-leash dog park, a dog is more likely to injured by another dog, and is more likely to inflict injury to another dog or person.

The only exception to the on-leash rule is within the dog owner’s backyard. When booking with Spot, you can request a backyard break instead of a walk, in which case a dog is permitted to be off leash under the direct supervision of a walker.

Does Spot offer group walks?

No, Spot walks are all private, which means one-on-one between the walker and the dogs of a single household. Spot does not offer group/pack walks to ensure that every dog receives the walker’s full and undivided attention throughout the walk.

Spot Dog Walkers are also not insured to transport dogs in their vehicles.

Does the walker bring their own leash, or use mine?

Spot does NOT bring/supply the walking tools, instead we use the dog owner’s collar/harness/leash/treats/bags to ensure proper fit and comfort.

Can the walker take my dog to a nearby park?

You may absolutely suggest a route for your scheduled walker. However, please keep in mind that Spot walks are strictly on-leash, and door-to-door, which means no transportation in vehicles.

Do the walkers bring treats?

Spot does NOT bring/supply treats, as some dogs may be allergic to certain types of treats. Therefore, please supply treats if you would like your dog to be given them before, during, or after a walk.

Where can I see the GPS walk map?

As soon as the walker presses Start Walk, a banner with the following message will appear on the homepage:
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“Active Walk! Click here to see pictures, videos, & GPS.”

Clicking the banner will take you to the walk report where you can see pictures, videos, and the live GPS walk map. The GPS map updates every 10-seconds so you can follow along every step of the way!

For Spot Managed Accounts you will recive a text after your walk is completed to view the Walk Report that includes the GPS Walk Map, Potty Report, Walk Stories, and comments from the walker.

What is the refund policy?

To request a refund, contact Spot Support by tapping the (Support) button on the App, or the Chat With A Human button on the website. Spot will issue your refund immediately without question, and the refund will appear on your credit card statement within 5-business days.

How do I get 20% off my walks?

You can save 20% when combining a 10-walk package (10% discount) with a recurring walk (10% cash credit).

The walks in a prepaid package can be used anytime and never expire. With a walk package, rather than charging your credit card after each walk, instead, a walk is taken from your package.

After every completed recurring walk, 10% of the regular (pre-discount) walk price is added to your account as a Cash Credit. For example, $2.40 after every 30-minute recurring walk. Cash Credit can be used to purchase future walks or packages and never expires.

With the Auto-Repurchase setting turned on, when your walk package reaches zero walks, all of the accumulated cash credit will automatically be applied to the purchase of your next package. With this setting on, you will automatically be charged every 10-walks, and will automatically receive the 20% discount.

With the Auto-Repurchase setting turned off, the process above will not be automatic. Instead, you will be notified when your walk package has 1 walk remaining, and when it reaches zero walks. With this setting off, the purchase of future walk packages and the use of your Cash Credit will be at your discretion.

How do I apply cash credit to a walk?

To apply cash credit to a scheduled walk, tap the walk in your schedule and press Edit > Edit this walk. Select the amount of cash credit you would like to apply to the walk.

How do walk packages work?

Spot offers 2 prepaid discount walk packages:

• 5 prepaid walks: 5% discount

• 10 prepaid walks: 10% discount

With a prepaid walk package, rather than charging your credit card after each walk, instead, the system uses 1 walk from your package.

Prepaid walks can be used anytime, they do not need to be booked all at once, and they never expire.

If you purchase a walk package after scheduling a walk, you do not need to cancel and rebook. The system will automatically use any prepaid walks in your account, whether they were purchased before or after a walk was scheduled.

The details (walk length and number of dogs) of a scheduled walk must match your walk package in order for the package to be used. If your scheduled walk does not match your walk package, your walk package will not be applied, and your credit card will be charged after the walk.

You do not need a walk package to book walks. Walk packages are completely optional. If you do not have a walk package, your credit card will be charged the regular price after every completed walk.

Can I add another dog to my package?

You can convert any exsiting packages by selecting the Wand on your packages, this will automaticlly convert the package length, and or, number of dogs on the package. Your package will convert to the nearest whole number of walks and any rounded walks will be converted to Cash Credit.

Do I need a walk package for my recurring walk?

No. You do not need a walk package for a recurring walk. If you do not have a walk package, your credit card will be charged the regular price after every completed recurring walk.

Whether you do or don’t have a walk package, you will still accumulate the 10% cash credit after every recurring walk. Cash credit can be used to purchase future walks or packages and never expires.

Do I need to book a specific set of days for my walk package?

No. The walks in a package can be used anytime, they do not all need to be scheduled at once. Walks in a package also never expire.

What happens when my walk package runs out?

You will be notified when your walk package has 2, 1, and 0 walks remaining. The use of a walk package is completely optional. If your walk package runs out and you do not purchase a new package, your credit card will be charged the regular price after every completed walk.

Is my credit card safe?

Spot does not store any credit card information and uses Moneris to process payments. Moneris is the largest payment processor in Canada. Moneris uses Point-to-Point Encryption (P2PE).

P2PE is an encryption standard established by the PCI Security Standards Council, which outlines detailed security requirements that a solution has to meet to be considered a PCI validated P2PE solution. As defined by PCI, a PCI P2PE solution must include all of the following:

• Secure encryption of payment card data at the point-of-interaction

• P2PE-validated application(s) at the point-of-interaction

• Secure management of encryption and decryption devices

• Management of the decryption environment and all decrypted account data

• Use of secure encryption methodologies and cryptographic key operations

My puppy is not vaccinated

No problem! The walker can use the scheduled time doing activities other than walking, for example:

• Walking

• Indoor stimulation (visiting and playing)

• Outdoor stimulation (visiting and playing)

• Feeding

• Filling the water dish

Please provide instructions if you would like your walker to spend the scheduled time doing activities other than walking.

Can the walker just let out or play with my puppy?

Yes, Spot works great for new puppy owners! the walker can use the scheduled time however you’d like. Here are some examples of activities your walker can perform during the scheduled time:

• Walking

• Indoor stimulation (visiting and playing)

• Outdoor stimulation (visiting and playing)

• Feeding

• Filling the water dish

Please provide instructions if you would like your walker to spend the scheduled time doing activities other than walking.

Can the walker feed my puppy?

Yes, walkers are permitted to feed your dog! Please provide feeding instructions if you would like your dog to be fed before or after a walk.

Does Spot require vaccination records?

No. Because Spot walks are strictly private, on-leash, and door-to-door, which means no groups and no off-leash parks, we do not require vaccination records.

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Regular Walks Are Charged After Each Walk

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Save 5% When Purchasing a 5-Walk Prepaid Walk Package

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45-Minute Walk

60-Minute Walk

Save 10% When Purchasing a 10-Walk Prepaid Walk Package

15-Minute Walk

30-Minute Walk

45-Minute Walk

60-Minute Walk

Save 20% When Booking a Recurring Walk and Billed Every 10 Walks

15-Minute Walk

30-Minute Walk

45-Minute Walk

60-Minute Walk

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