This page answers most frequently asked questions. From how it works, to scheduling and cancelations; and how we handle concerns like home security, you can find the details of our most important policies and procedures here.
If you don't find your answer here or would like additional information regarding our services we look forward to answering your questions. Just reach out!
What is the best way to reach you?
Because we're often out and about giving pups our undivided attention we do not take unscheduled phone calls but we'll get back to you as soon as the leashes are put away! Text us at (720) 722-9010; email us at info@splendidk9s.com or create a client account to send us a direct message.
What are your office and service hours?
We reply to communications and process office matters Monday - Friday, 8am to 6pm when we aren't out giving pups our undivided attention.​ Outside of this time communications are monitored for Emergencies and urgent inquiries only. Dog walking is available Daily, 9am - 1pm. Weekends incur a $5.00 fee.
What payment methods are accepted?
We prefer ACH payments due to their lower processing fees and accept direct payments through Venmo to @Splendidk9s ​ All other ACH payments  including Paypal and Zelle can be submitted through your client portal by selecting your invoice, make a payment, pay with ACH transfer. Credit and Debit cards are accepted and can be submitted through your client portal.
How do I schedule services from my client portal account?
Current clients can submit a scheduling request or send us a direct message from your client account. Requested services, dates, and times are not reserved until you receive a confirmation. New clients: to begin scheduling service please create an account, fill-out the pet questionnaire, & complete a Dog Walking Consultation.
Are there any scheduling deadlines or same-day scheduling fees?
We happily work to accommodate short-notice requests. Same day service incurs no fees, are subject to availability, and service is not guaranteed. Requests can be submitted through your client portal. If your same day request is not processed withing an hour, we highly encourage you to follow up by texting us at 720-277-9010.
What happens if I need to reschedule to a different time of day?
Drop-In Pet Sitting and Dog Walking visits can be rescheduled with no penalty until 8pm the day of service. Submit a service change request through your client account to request your new service day/ time. Rescheduling requests are subject to availability and are not approved until a confirmation is sent. ​ Drop-In Pet Sitting and Dog Walking rescheduling requests submitted after 8 pm incur a $5.00 rescheduling fee.
What happens if I need to cancel a service?
Dog Walking visits can be canceled with no penalty until 8pm the day prior to the start of service. Submit a service cancelation request through your client account to request a cancelation. Cancelations are not considered final until a confirmation has been sent and the service is removed from our schedule.​ Drop-In pet sitting and Dog Walking cancelation requests submitted after 8pm the day prior are charged 50% of the service rate. If we show up to complete a service and are informed we are not needed the full service price will still apply.
When is my bill due for dog walking visits?
You can view your invoice(s) and make a payment at any time from your client account. While we try to keep invoices current and accurate at all times but encourage clients to review the balance to ensure accuracy. Payment for dog walking services is due on the 1st of each month for the prior month's services rendered. Late payments incur a $25.00 Admin fee and are subject to $50.00 30, 60, and 90 day overdue payment fees.
What happens if I cancel a pre-paid service?
We have a strict NO REFUND policy for pre-paid walks and encourage clients to only pay for completed services. If pre-paid services are canceled before 8pm the day prior to service you will receive a full account credit for future services. After 8pm you will receive a 50% account credit.
What are your service rates and are there any fees?
Our service rates are as listed on our website. Clients are provided with 60+ days notice in the event of any rate changes. We do not offer discounts. Surcharges may apply to service cancellations, rescheduling, holidays, and late payments.
Do you provide service visits during bad weather?
Inclement Weather conditions such as heavy snow, ice, freezing temperatures, high winds/ blowing debris or extreme heat can impact the amount of time we can safely spend outdoors with your pup. When this happens, we're prepared with brain games, teaching tricks, and engaging your dog with inside activities so they still get the enrichment they deserve.
Do you offer service on holidays?
We are closed during the following holidays: 4th of July; Thanksgiving; Christmas Eve; and Christmas Day. A 50% holiday surcharge applies to New Year’s Eve, New Year’s Day, Easter, Memorial Day and Labor Day.
Do you offer free meet and greets?
We value our pet care professionals' time and offer complimentary New Client Consultations (Meet & Greets). Our Consultation fee is waived when new clients complete their first walk service. New Client consults are a required prerequisite prior to scheduling services.
When can I expect you to arrive and start service?
Dog walking visits begin within a time block of +/- 60 minutes from the scheduled start time to allow for unseen issues. If your pup requires a more exact time due to medications or health needs, please let us know. Specific time requests will be honored whenever possible but are never guaranteed.
How long will my dog's visit last?
Visit length may vary 5 minutes longer or shorter from the scheduled amount of  time.  All entry/exit time is a part of your scheduled visit length, is tracked, and recorded on your visit report.
How will I know if you actually completed the visit?
Dog Walking visits are tracked with time stamps and GPS monitoring. After each visit you'll receive a report with the start and stop times, GPS map, photos of your pet, and a brief message sharing what we did during our time together. If we notice any changes in your pup's behavior or think they would benefit from a longer or shorter service time, we're sure to share that too!
Do you have any health or vaccination requirements?
We welcome dogs of all ages and stages of health. We require all clients to provide proof of current rabies vaccination for their dog(s). Proof of vaccination can be uploaded directly to your client account or emailed to info@splendidk9s.com In addition, we encourage clients to stay current on all age-appropriate vaccinations, per their veterinarian's advise.
What tools and equipment will you use when walking my dog?
We do not permit the use of prong collars, shock/ e-collars, choke chains, slip leashes, or slip collars by our team members during services. In the event that you do not own a non-constricting harness or collar you can find a list of our favorites here. As an alternative, we're always happy to fit and supply a harness for your dog's use during services.
How will you access my home while I'm not present?
To provide service we require either 2 keys: one to be kept with your primary provider (or in an on-site lockbox) and the second to be stored in our office for emergencies. We also welcome keyless entry with one key stored in office for emergencies. If you will be home during pick up and drop off we do not require a key on file to fulfill service. We are happy to assist you as our schedule allows in the event that you lock yourself out of your home.  A home lockout visit is $25.00​
How do you store keys and keep my home secure?
Keys are kept in a lockbox on your property, given a randomized number while in the field, or numbered and kept in office in a locked safe. Access codes are stored on your client account and protected with the same level of encryption as your bank. We do not leave keys hidden outdoors or locked in the home on the final visit. If you need your keys returned to you at anytime, or your need to provide new keys, you can schedule a free key return or key exchange. We do not release keys into the possession of friends, family, persons or businesses unaffiliated with Splendid K9s.
Do you provide any services outside of those listed?
At this time Splendid K9s does not offer any services beyond private Dog Walking. To maintain efficiency and continue bringing client's affordable pricing we only service the Belmar neighborhood in Lakewood, CO.