How It Works

FAQs

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 is the walker arrival procedure when the dog owner is unresponsive? 

When a walker arrives and the owner has instructions to buzz, ring, knock, text or call, and the dog owner is not answering, Spot implements the following procedure to exhaust every possible option in an attempt to gain access to the home/dog:

What is the walker arrival procedure when the lockbox is not opening?

When a walker arrives and the lockbox is not opening, Spot implements the following procedure to exhaust every possible option in an attempt to gain access to the home/dog:

What is the walker arrival procedure when the lockbox is missing?

When a walker arrives and the lockbox is not where it’s supposed to be, Spot implements the following procedure to exhaust every possible option in an attempt to gain access to the home/dog:

What is the walker arrival procedure when the key is not working?

When a walker arrives and the key is not working, Spot implements the following procedure to exhaust every possible option in an attempt to gain access to the home/dog:

What happens when the walker has arrived and my key is missing?

When a walker arrives and the key is not where it’s supposed to be, Spot implements the following procedure 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?

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.

How do I update my Walk & Entry Instructions?

There are 3 ways to update your Walk & Entry Instructions:

What is the walker arrival procedure when my doorcode is not working?

When a walker arrives and the doorcode is not working, Spot implements the following procedure to exhaust every possible option in an attempt to gain access to the home/dog:

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:

“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!

Can Spot feed my dog?

Yes, if you would like the walker to feed your dog, please leave detailed instructions in the Walk & Entry Instructions. Its also a good idea to send your scheduled walker a message to ensure they don’t miss this important detail.

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.

Can the walker play fetch with my dog?

You may absolutely ask that a walker play fetch with your dog. However, please keep in mind that Spot walks are strictly on-leash, so it must be with a leash long enough that the walker always remains in control. If you have a secure backyard, your dog can play fetch off leash, while under the direct supervision of the walker.

Can my dog be off leash in my backyard?

Yes, if you have a secure backyard your dog can be off leash while under the direct supervision of the walker. When booking with Spot, you can request a backyard break instead of a walk, in which case a dog is permitted to be off. Backyard breaks are great for unvaccinated puppies, dogs who are not yet leash trained, or for any other reason. A backyard break is a great way to give you dog a chance to do their business, while breaking up the day home alone with some mental stimulation and physical activity.

I own multiple dogs, can Spot walk both of my dogs together?

Yes, all Spot dog walks are private, which means one-on-one between the walker and the dogs of a single household. If you own multiple dogs and would like them walked together, it costs an extra $5 per additional dog.

Will my dog be walked alone or in a group?

Your dog(s) will always be walked alone. Spot does not offer group/pack walks to ensure that every dog receives the walker’s full and undivided attention throughout the walk.

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.

Who supplies the poop bags?

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. 

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.

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.

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.

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.

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.

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 an RCMP criminal background check and 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.

How to get a refund?

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.

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.

My payment failed, how do I update it?
  1. Tap the Payment Failed banner on the top of the Homepage.
  2. Tap Use Cash Credit and/or Credit Card, update your credit card information, and submit the payment by clicking Confirm Purchase.
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).

How to purchase a 10-walk package:

  1. Tap (Menu) > Discount Walk Packages > Select 10 walks – 10% discount.
  2. At the bottom of the page, toggle on the setting Auto-Repurchase On Zero Walks.

How to book a recurring walk:

  1. Tap (Book) or (Find Walkers) on the Homepage. 
  2. Under Choose Walk Type select Recurring and enter the weekdays, walker arrival timeframe, length, and start date.

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.

Can I add another dog to my package?

If you need to change the walk length or number of dogs in a package, contact Spot Support by tapping the (Support) button on the App, or the Chat With A Human button on the website. Spot Support will convert the package and charge/refund you for the difference in price.

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.

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.

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.

How do I book multiple puppy visits in the same day

To book multiple walks (or puppy visits) on the same day, you will have to complete the booking process twice:

  1. Tap Book or Find Walkers on the homepage and submit the booking for the first walk/visit.
  2. Tab Book or Find Walkers on the homepage and submit the booking for the second walk/visit.

If you need the same set of multiple walks/visits on more than one day, complete the above process using the Future Dates option when booking.

How to book $16.80 puppy visits

When combining a recurring walk (or puppy visit) with a prepaid 10-walk discount package, you will receive total savings of 20%, bringing the per walk/visit cost of a 15-minute booking down to $16.80.

To book a recurring walk (or puppy visit):

  1. Tap (Book) or (Find Walkers) on the Homepage.
  2. Use the Recurring button.
  3. In the Walk & Entry Instructions section, include detailed information outlining how you would like the walker to spend their time.

To purchase a 10-walk package:

  1. Tap (Menu) > Discount Walk Packages > Select 10 walks – 10% discount.
  2. At the bottom of the page, toggle on the setting Auto-Repurchase On Zero Walks.

 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 to book a puppy visit

A puppy visit can consist of any combination of walking, backyard time, indoor play time & cuddles, & feeding. Booking a puppy visit is the same process as booking a walk, just be sure to leave detailed instructions outlining how you would like the walker to spend their time.

  1. To book tap (Book) or (Find Walkers) on the Homepage.
  2. Select the date, length, and arrival timeframe.
  3. In the Walk & Entry Instructions section, include detailed information outlining how you would like the walker to spend their time.
My puppy is to young for walks

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.

It’s Safe, It’s Easy, It’s Reliable!

With Spot, booking an insured, background-checked dog walker is a breeze!