What’s an online consult?

Our online consults make it easy to chat with a vet on your phone or device via a chat or video call. We pride ourselves on delivering three things: expert advice, actionable treatment and ongoing care

Are Vetchat vets legit?

YES! All our vets are board-certified and born animal lovers. We’ve all worked in clinics for 10+ years. The only difference is now we’re online, where you need us––because we’re doting pet parents too. Get to know our vets better here.

What are the benefits of using Vetchat?

We’re here when your vet can’t be: 7 days a week, with extended hours that work around your life. And that’s only the beginning.

  • We take the stress out of taking them out with real vet advice from the comfort of your couch
  • Our advice isn’t just personalised, it’s credible (Dr Google is not your fur baby’s best friend)
  • We’re here on screen the moment you need us, so you can be proactive and act early
  • We empower you with know-how and give you the confidence to care for your pet
  • Instead of waiting to see if it gets worse and spending more in the long run, we can save you money (and sanity) now

Can we use Vetchat instead of going to the vet?

Yes, more often than you’d think: about 80% of the fur babies we see are treatable at home. Our online vet consults are designed for early diagnosis and help you manage your pet’s condition from wherever you are right now. Sometimes, they also confirm you need to visit a vet. Either way, it’s a win-win for instant peace of mind.

What symptoms can your vets help us with?

It might be an ongoing condition. Or maybe it’s new and completely out of character. As soon as you notice something’s up, we can help your pet with real vet advice, so you know what to do next.

  • Already diagnosed conditions
  • Allergies and itchy skin
  • Unexplained vomiting or diarrhoea
  • Coughing, sneezing or conjunctivitis
  • Sore paw pads or broken nails
  • Minor cuts or infections
  • Gums, teeth and smelly breath
  • Bad smells in general!
  • Barking or behavioural problems
  • Putting on weight (or losing it)
  • Drinking lots of water (or not enough)
  • Anything that’s worrying you

For serious emergencies, your fur baby needs urgent hands-on attention. Please call your local or emergency vet straight away.

I think this is an emergency. HELP!

Please go straight to your local vet or emergency centre for any of the following:

  • Traumatic incidents (hit by car, fallen from height, dog attacks, cat fights)
  • Breathing difficulties
  • Unable to walk normally
  • Recurring seizures
  • Dogs or cats producing only a small amount or no urine
  • Severe abdomen pain (swollen or bloated)

We recommend urgent hands-on attention for your fur baby in all the above cases. And we’re sending you virtual hugs in the meantime. xo

How long does a chat session or video call last?

Our video calls go for 20 minutes, but we don’t love and leave you. You get access to a private chatroom for the rest of the day, plus the whole next day for follow-up. We’ll email you a pawsonal summary once we’re done too.

Our chat sessions stay open for 2-days (between 6am-11pm AEST): the day you start chatting and the day after for follow-up. You can upload photos and videos and chat with our vets as you need them. Plus we’ll email you the full chat transcript for your records.

Will it ever end up costing more than you say?

Nope. Never. Not even when pigs fly.

Our chat consults are capped at $39.95 and video consults at $79.95 and that’s exactly what you’ll pay.

If I want to start chatting, how quickly do you reply?

We’ll be with you in minutes and stay with you all day between 6am and 11pm AEST.

In busy periods (e.g. before and after work) the wait time may be longer, but we’ll always reply within 15 minutes.

For serious emergencies, your fur baby needs urgent hands-on attention. Please call your local or emergency vet straight away.

If it’s all online, how do you examine my fur baby?

That’s where you come in. We can’t reach out and touch your fur baby, so we run you through everything we’d do if we were there.

We check things like the refill of gums, breathing rate and happy demeanour. If we’re on a video call, we get you to show us things in real time (even offending poop!). Or over chat, we get you to upload photos and videos as we need them.

We guide you carefully and closely so you’re involved in every single part of your pet’s care. And so you should be.

Do you follow up afterwards too?

Always. We check in with you and your fur baby 24 hours after every consult to make sure you’re getting back on track.

We also email you a pawsonal summary––either a full transcript of our chat, or notes from our video call––to keep for your records. This includes a clear and actionable treatment plan, so you know exactly what your next steps are. (If seeing your local vet is part of your treatment plan, this is handy to take with you when you visit.)

What kinds of fur babies do you look after?

All the fur babies, preferably! We love and look after all your neighbourhood pets: dogs, cats, bunnies, birds, mice, rats––we don’t discriminate. From teeny tiny babies to beloved golden oldies, we’re here to help fur kids of all ages.

Do you prescribe medication if we need it?

At this point in time, we can’t prescribe medication. In many cases, your fur baby will be able to be treated and monitored at home without it. We will certainly advise if it’s needed, but this is something you’ll need to visit your local vet for.

What about payment: is it secure and easy?

Of course. All credit card transactions are processed securely by Stripe checkout. They have the most stringent level of PCI certification available, so your details are never stored by us. You can read more about them here.

How does it work with my pet insurance?

Usually, the low cost of a Vetchat chat or video (when no further intervention is required) means that it falls under your excess amount. So it’s best to check your excess and what conditions are covered.

What’s your Happy Pet Parent guarantee?

We know that going online for vet help is completely new and not what we’re used to. We also know that early diagnosis makes for healthier fur babies and happier pet parents. So we hope that every single Vetchat experience leaves you both feeling happy––in fact, we guarantee it! And if it doesn’t, you can absolutely have your money back. Email us at service@vetchat.com.au