Q: Home Access FAQ's (keys, fobs, codes, etc.)

LOCKBOXES Ideally, we will be able to access your home through a key kept in a lockbox on your property. You can either provide your own, or we offer a Masterlock 5400EC lockbox for $30. This can be given to you at the consultation and charged to your first invoice. KEYS We require two copies of your key at the initial consultation. One stays in the lockbox for your walker, the other we keep in the office as an emergency backup. If you are not able to keep a lockbox on your property, your primary dog walker will retain your key in their possession. ELECTRONIC KEY FOBS Due to the expensive and often difficult to get nature of apartment key fobs, we ask that you try to provide us with at least one copy. This makes it a whole lot easier for us not having to depend on leasing office or concierge staff to be available when we need them. DOOR / GARAGE CODES We can use this as our primary method of entry, but will still need a copy of your key as an emergency backup that we will keep should these fail. LEASING OFFICE / CONCIERGE This is our least efficient method of access and we try to avoid it if possible. However, if this is the only way we can get around we will discuss this option with you during the consultation.

Q: Lockbox FAQ's

Why do you use lockboxes? It significantly decreases the chance of loss and theft. It provides you with more control and peace of mind boy staying on your property. It maximizes our efficiency and allows us to stay on time more often. Can I provide my own lockbox? Yes. Can Updog provide a lockbox for me? Yes. We offer a Masterlock 5400EC lockbox for $30 which can be provided at the initial consultation and charged to your first invoice. What happens if a lockbox is damaged and can no longer be used? Self Provided - We will either need you to replace it or you can purchase one from us. Updog Provided - We will replace it at no cost to you.

Question 1

10 Reasons to Choose Updog Dog Walking

Accepted Answer

We know you have a lot of options when it comes to finding someone to care for your dogs and we're happy you have found your way here.
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REPUTATION
Our reviews speak for themselves. We also know that our clients are our best salesmen, and we have been very fortunate to make a whole lot of them happy. We have numerous 5 star reviews on Google, Facebook, and Yelp highlighting just how happy our pups and humans have been. Feel free to browse through them!
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TRUSTWORTHY
We start with our dedication to earning your trust. This is the foundation of our business model and we know that without it we simply cannot satisfy our clients. Updog has been set up with the customer in mind in every aspect. We offer transparent and competitive pricing, the best dog walking software on the market, and we aim to offer an exceptional experience that no other company can provide.
 
RELIABLE & ENGAGED
We guarantee to maintain consistent and clear communication with you. We are available and will quickly respond to any questions or concerns you may have. It's this consistent and clear communication that allows us to build your trust in our business.
 
PROFESSIONAL
We take our clients (dogs and humans alike) very seriously. This is not a hobby of ours, it's a business and we treat it as such. We are a fully bonded and insured company, we are easily reachable, quick to respond, and explain everything in advance so proper expectations are set during the initial consultation and continue throughout our relationship.
 
EMPLOYEE DRIVEN
Most dog walking companies (including on demand services like Wag! and Rover) hire independent contractors to walk your dogs. By classifying their staff as IC's, they are legally unable to train, develop, and properly oversee the results. These companies also are not allowed to provide insurance or worker's compensation. This can lead to a number of different legal complications for not only them but also for you.
 
We hire every staff member as an employee. We are able to oversee the quality of their work, build up and train each member of our team, and provide them with all of the tools necessary to complete their job to the best of their ability.
 
MODERN
Our business is managed through industry leading software called Time to Pet that notifies you in real time of our arrival and departure, GPS tracks our walks, and allows us to add notes and pictures taken during our walk. This information is available to view immediately after each walk is completed through your Time to Pet app. That same user friendly system also handles our scheduling, payments, and customer/pet info... all of which you can manage anytime through the customer portal. It keeps everyone accountable and informed.
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INNOVATIVE
We don't want to be just like every other company... we want to be WAY better. It's because of this that we strive to push the boundaries on what has become the status quo in this industry. We do this in a number of ways that you may never even experience, but it allows us to do things other companies just can't do. Our hiring strategy, industry specific sotware, and creative business model are some examples.
 
GRACIOUS
We are dog people. As dog owners, we know the value that a dog can add to someone's life. That is why it is so important for us to give back to the canine community. We proudly support local shelters and their efforts to rescue and rehabilitate dogs. Without them, countless dogs would not get to enjoy the partnership that we are so lucky to share.
 
GUARANTEED
We guarantee that you will be 100% completely satisfied with the service that we provide or your money back. We are fully confident in our ability to provide you with excellent service... So confident that we are willing to put our money where our mouth is.
 
DOG APPROVED!
We absolutely love dogs! They are our passion and always put a smile on our faces. We are so fortunate to be able to work with them for a living while enjoying the beautiful Colorado outdoors, and we just love to keep their tails wagging! When you choose Updog, you and your dogs become part of our family.

Question 2

Where do I start?

Accepted Answer

Click the button on the bottom right of our webpage where you can schedule a brief introductory phone call to discuss getting you and your dog set up with our company. If you already feel confident that you want to set up service, feel free to use schedule an in home consultation instead! We like to make it as easy as possible for you to get on the schedule.

It's also a good idea to:
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Check our Service Area Map to make sure you reside within our boundaries. We are fairly strict about them.
Check our Services to find what option will work best for your dog's needs.
Check our Google and Yelp reviews from our current and past clients. They have some really nice things to say about us!

Question 3

What can I expect during the initial consultation?

Accepted Answer

Consultations can be scheduled using the "Get Started" button on the top of our website.

The initial consultation usually lasts about 30-45 minutes. It is a great way for us to get to know one another and begin building a relationship with you and your pooch. In addition to answering any questions you have, we will explain how our system works in depth and discuss pertinent information about your dog. This will also help us to get a lay of the land (including where you keep leashes, treats, and anything else we may need during our visits).

We will also go over your account in Time to Pet and walk you through some of the amazing features of the Time to Pet app. This is a necessary tool for walk reports, scheduling, and keeping your profile up to date.

Question 4

Home Access FAQ's (keys, fobs, codes, etc.)

Accepted Answer

LOCKBOXES
​Ideally, we will be able to access your home through a key kept in a lockbox on your property. You can either provide your own, or we offer a Masterlock 5400EC lockbox for $30. This can be given to you at the consultation and charged to your first invoice.

KEYS
We require two copies of your key at the initial consultation. One stays in the lockbox for your walker, the other we keep in the office as an emergency backup. If you are not able to keep a lockbox on your property, your primary dog walker will retain your key in their possession.

ELECTRONIC KEY FOBS
Due to the expensive and often difficult to get nature of apartment key fobs, we ask that you try to provide us with at least one copy. This makes it a whole lot easier for us not having to depend on leasing office or concierge staff to be available when we need them.

DOOR / GARAGE CODES
We can use this as our primary method of entry, but will still need a copy of your key as an emergency backup that we will keep should these fail.
 
LEASING OFFICE / CONCIERGE
This is our least efficient method of access and we try to avoid it if possible. However, if this is the only way we can get around we will discuss this option with you during the consultation.

Question 5

Lockbox FAQ's

Accepted Answer

Why do you use lockboxes?​

It significantly decreases the chance of loss and theft.
It provides you with more control and peace of mind boy staying on your property.
It maximizes our efficiency and allows us to stay on time more often.
​
Can I provide my own lockbox?
Yes.

Can Updog provide a lockbox for me?
​Yes. We offer a Masterlock 5400EC lockbox for $30 which can be provided at the initial consultation and charged to your first invoice.
 
What happens if a lockbox is damaged and can no longer be used?
Self Provided - We will either need you to replace it or you can purchase one from us.
Updog Provided - We will replace it at no cost to you.

Question 6

Will I have the same dog walker every time?

Accepted Answer

Yes, if you are able to maintain a consistent 3 day per week schedule.
 
Following the consultation, your dog will soon be assigned a primary dog walker. Your primary walker will remain consistent, however we have backups in place to fill in should they be out sick, on vacation, etc.

Question 7

Do you walk aggressive dogs?

Accepted Answer

We will not walk dogs that exhibit human aggression.

However, we are happy to assess the situation when it comes to dogs that may have other dog aggression or leash aggression. During the consultation, we will determine if the level of your dog's behavior is suitable, and if we are able to bring your dog on as a client.

Question 8

Do you walk dogs from different families together?

Accepted Answer

No.
 
We only walk dogs from the same family together. By doing this, we are able to give 100% individualized service and attention to your dogs.

Question 9

Will my dog be allowed off leash?

Accepted Answer

No.

We follow all Denver leash laws while we are out walking. The only time we will allow your dog off leash is in your home or in your fenced in yard. We also will not visit any off leash areas with your pets.

Question 10

How do I know Updog is actually walking my dog?

Accepted Answer

We use a dog walking management software called Time to Pet for our daily walk tracking. This provides 100% accountability through real time arrival and departure alerts and GPS tracking. It is the industry leader, and what we chose to help you stay in the loop of what's happening when it happens.
 
You are notified through the Time to Pet app when we start and end your visit and are able to view your walk reports and GPS maps upon completion of the walk.

Question 11

How much of the walk time is spent walking?

Accepted Answer

We allocate 3-5 minutes of every walk for pick up and drop off. Getting your pup leashed up and out the door is usually a quick process. However, when we return, we may need to do some miscellaneous things like wiping off dirty paws, filling up their water bowl, feeding them, medication, etc. Because of this, the actual time spent walking may be slightly less than the allocated time.

Question 12

Inclement Weather

Accepted Answer

In the event of inclement weather, your dog's safety is our top priority. The most common issues we face in Denver are snow and extreme temperatures. Here is how we handle each one.

1. SNOWDenver Public Schools is our reference when it comes to snow storms. If they are closed, there is a chance we will also be closed. Overnight storms are often hard to predict, so in these cases we will extend the cancellation window to 8am the morning of. We will monitor the severity and determine how we will proceed from there. You will be notified the evening prior and the following morning of any changes to our schedule.

2. HEAT / COLD
Every dog is different and some can handle extreme temps better than others, so we have a guide that we use for both extreme heat and cold. Our walkers are trained to be aware of how your dog is behaving in these circumstances - excessive panting, seeking shade, and general discomfort are all signs that we look for when determining how to spend our time. In the event of extreme temps, we will use our best judgement and may walk slower, find shade, or spend time inside engaging with them through pets or play.

Question 13

Can Updog walk my dog on a holiday?

Accepted Answer

For established clients only, we will do our best to accommodate walk requests, but do not guarantee availability. Our dog walking services are suspended from December 24 - January 1 each year in order to allow our staff the ability to make travel plans and visit with their families.There is a $20/walk surcharge on the following observed holidays:New Years Eve and DayMLK DayEasterMemorial DayIndependence DayLabor DayThanksgiving DayBlack FridayChristmas Eve and Day

Question 14

Can I tip my dog walker?

Accepted Answer

YES!

We certainly appreciate a tip for a job well done. However, it is important to know that we operate on a tip pool. We want to remain a fair and equitable employer, and we do this because not all of our clients tip and our dog walkers have little say in which clients they are assigned to (walk timing and location play a large role in this).

All tips are pooled and distributed to our staff based on the amount of hours they worked that pay period.

Tips can be easily added on your invoices automatically or manually through your Time To Pet mobile app.

Question 15

Is Updog similar to on-demand dog walking apps like Wag and Rover?

Accepted Answer

No.
 
These apps are really just tech companies operating in the pet care industry. They are funded by outside investors and focus heavily on their bottom line, thus quality can often slip through the cracks. Although there are some good dog walkers working for these companies, there is a much greater risk of hiring someone that is not.
 
Updog's primary focus is building a strong and lasting relationship with you and your dogs. We are consistently there when you need us and will promptly resolve any issues that may arise.
 
These apps claim to hire only the best, but there are numerous stories of walkers losing dogs including an article in the New York Post that cites 3 lost dogs in just one month in New York City alone. The best dog walkers aren't going to lose your dog.
 
Updog hires passionate dog lovers as employees, continuously trains and develops them, and guarantee's our work or your money back. Don't let your dog be someone's side hustle.
 
These apps have long Terms of Service and if you dig through them, you will eventually come across the "we're not liable for anything" clause. Combine that with hiring independent contractors (preventing these companies from offering any formal training and only minimal oversight) and you potentially have a recipe for disaster.
 
Updog hires all of its staff as W-2 employees and is fully bonded and insured. We also provide worker's compensation insurance. This combination provides full protection to you, your dog, and your home.

Question 16

I just need a dog walker for a few days, can Updog help?

Accepted Answer

No.
 
We only accept clients who intend to use our service on a consistent, repeating basis. We do this because we want to establish and maintain relationships with our clients that extend further than only an as needed basis.

Question 17

I'm looking for a pet sitter, can Updog help?

Accepted Answer

No.
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The only service we offer is mid-day dog walking.

Question 18

What does Updog's insurance and bond cover?

Accepted Answer

Our insurance policy protects against things that may happen to your dog while in our care. Injury, damage, and loss to either your dog or a third party is covered under our policy.
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The bond covers damage to your possessions or proven theft - for instance, if something is accidentally broken inside your home.

Question 19

Is there a minimum walk requirement that needs to be met?

Accepted Answer

Yes.
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We require new clients to initially sign up for a 4 week package of 3, 4, or 5 walks per week. This level of consistency allows us to establish a relationship with you and your dog and get into a good walk routine.

Following the initial package, 1 day of service per week on a consistent basis is required. If your scheduling needs do not meet these criteria, we will gladly refer you to another company who might be a better fit for your scheduling needs.

Question 20

Do you have a referral program?

Accepted Answer

Absolutely!
 
We believe you should be rewarded for helping us grow. When you refer someone to Updog, you will receive a $100 account credit when they sign up for an initial month package. There is no limit to how many referrals you can accrue, so the more people that you refer, the more you benefit!

Question 21

What is your cancellation policy?

Accepted Answer

Cancellations must be made by 5pm the day before service to avoid being charged. Cancellations received after the 5pm deadline will be charged the full service fee.
 
Inclement weather related cancellations (ie. snow storms) are handled on a case by case basis and are the only exception to this policy.

Question 22

What forms of payment do you accept?

Accepted Answer

We accept credit, debit, and ACH payments.
 
We use an industry leading pet care management software called Time to Pet that allows us to accept payments through Stripe. In order to begin service we require a payment on file. Following the first month's package, invoices are billed Sunday evening for the previous week's appointments.

Frequently Asked Questions