FAQ’s
Answering your questions is what we do!
How do I get vet advice?
Using the VidiVet app is really easy to get vet advice. Follow the steps below to ask a vet a question:
1
From the home page of the app, tap the button ‘Ask a vet’
2
If you have not added any pet profiles to the app, you’ll be asked to add some basic pet information like name, date of birth, breed, weight, and gender. This helps provide a small snapshot of information to the vet for the pet you are asking advice for.
3
Next, pick the way you’d like to ask, this could be recording a video (especially useful if you want to show us the area of concern), text if you are happy typing out your question, or upload, useful if you already have an image or video in your phones photo library you want to share.
TIP: if you are going to record a video, don’t forget to flip to the rear-facing camera before you start recording, it will allow you to see what you’re recording.
4
When you’re done, hit the send button and relax! Our vets will be reviewing your question and sending you a personalised video response in next to no time. Peace of Mind.
The app isn’t working as expected?
If you ever need any support, simply email your query to support@vidivet.com, and one of our team will be happy to assist. The support team is available Mon-Friday 9am-5:30pm GMT. We will respond to you as soon as possible, but all queries will have a response within 48 hours.
What about out of hours?
VidiVet operates 24/7 so whether you are worried first thing in the morning or at midnight, we are always here to support you no matter how big or small your question about your pet is.
Can I use VidiVet in an emergency?
The VidiVet app should not be used if your pet is in distress, or in life-threatening situations.
If you feel that this is an emergency, or your pet suddenly deteriorates, please contact your vet practice or out-of-hours provider straight away.
What can I ask VidiVet?
Literally anything about your pet. If it is important to you then it is important to us!
What does the vet want to know?
The vets will be able to give you the best answer if you give them as much information as you can. Consider the following when asking your question:
- When did this first start?
- Is it getting worse?
- Are there any other symptoms?
- Is your pet acting like its normal self?
- Has anything happened recently that you think triggered this?
- Has this same thing happened before?
If you are able to send us a short video to show us what you are describing, even better!
Sometimes we will come back to you and ask you to show us things by video, so do have a look at the advice for sending good quality videos as this will really help us to help you!
Is it always the same vet sending me answers?
Our top priority at Vidivet is to look after you and your pets. To do that, we make sure we also look after our vets!
Our vets are available to answer your questions 24/7, but work nice short shifts so they don’t burn out. To ensure continuity of care our vets have full access to every single interaction you have had with us and are totally familiar with your case before sending you an answer.
So a lucky few of you will meet multiple members of the VidiVet team over the app….all of whom are fully awesome!
What if VidiVet can’t tell what is going on?
At VidiVet we pride ourselves on our ability to help pet parents and give them peace of mind. If we aren’t sure, then we will always air on the side of caution and recommend taking your pet to your vet for a good hands-on examination. In those circumstances, we help you go into your vet less stressed, more informed and more aware of what may happen.
This results in your vet helping you much more efficiently.
Can VidiVet prescribe?
No.
Prescribing medications is an act of veterinary medicine, so to prescribe medications, a vet needs to have seen your pet in person. This is to comply with the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct for Veterinary Surgeons.
We aren’t here to take the place of your vet when it comes to prescribing. Therefore, if one of our vets believes your pet may need some medication, they will always advise your pet to go have a hands-on examination first by your own vet who will also review your clinical records to make sure any prescribed medications are safe.
What is the best type of video to send the vet?
You can check out this example on Instagram or follow the instructions below:
1
Start by selecting the ‘Video’ answer type, and ‘flip’ to your rear-facing camera for greater control and visibility as you record.
2
Your video should be about 30 seconds in length
Start by standing back with the full view of your pet in view,
TIP: use a treat to help your pet stay still.
Slowly move forward and focus on the area that you would like us to see in more detail…
3
Feel free to speak over the video and give us as much information about what you are showing us as possible. e.g.
- How long has it been going on for?
- Is it getting worse?
- Are there any other symptoms?
- Is your pet acting like its normal self?
- Has anything happened recently that you think triggered this?
Can I view the questions I've asked in the past?
If you select the VetAsk icon (from the bottom menu in your App), you can view all open questions (those you have asked in the last 48 hours) and closed questions (those that have gone past 48 hours without any further interactions from yourself or a VidiVet vet).
Can I receive notifications of vet replies?
Go to your device-specific notification settings and turn on VidiVet notifications there.
Can my own vet from my usual veterinary practice answer my questions, through VidiVet?
VidiVet operates independently of your practice; we have vets from Canberra to Cambridge. Crucially, all our vets are RCVS registered and a minimum of 5 years qualified to ensure we are operating at the highest level.
Our vets will always personally answer every question you ask in a video reply, 24/7 – 365.
Are VidiVet vets qualified?
All our vets are Royal College of Veterinary Surgeons (RCVS) registered and a minimum of 5 years qualified to ensure we are operating at the highest level.
What about my data?
If your access to VidiVet is subsidised by your vet practice, then we do share some information with them. This is so important, ensuring continuity and saving you time if our vets do suggest that you need to take your pet to your vet practice.
You can read our privacy policy in more detail.
I have been told I can get VidiVet for free, what do I need to do?
Check with your veterinary practice or pet-facing subscription service to see if they are working with VidiVet. If they are partnered with us, they would typically provide you with a unique link to register for free access – but as you already have an account with us it may not work.
We recommend…
Emailing us directly to support@vidivet.com and telling us about this change, we will verify your account with the partner, cancel your paid membership with us and update our app database so your access is not affected.
What if I want to cancel?
My card details have changed?
To update your card details you can do this by:
- Following the link to the VidiVet Stripe portal
- Please enter your email address, the one you registered with VidiVet
- Stripe will send an email to you with a verification code
- Copy the code and paste it into the Stripe portal to gain access
- Now you can review your details and update your billing information, including card details and billing address.
Alternatively, email us at support@vidivet.com and request a link to update your card details. Please do this from the email address your account is registered with.
VidiVet uses Stripe to manage your subscription.
My billing address has changed?
To update your billing address you can do this by:
- Following the link to the VidiVet Stripe portal
- Please enter your email address, the one you registered with VidiVet
- Stripe will send an email to you with a verification code
- Copy the code and paste it into the Stripe portal to gain access
- Now you can review your details and update your billing information, including card details and billing address.
Alternatively, email us at support@vidivet.com and request a link to update your card details. Please do this from the email address your account is registered with.
Is VidiVet a replacement for my vet?
It means if you don’t need to go to the vet then you don’t have to, but we also know exactly when you do need to go to the vet. Because of how we work with our VidiVetters, we help you to go into the vets less stressed, less worried, more informed and more aware of what may happen.
This results in your vet helping you much more efficiently.
You don’t need to phone them or call them, we are here to support you 24/7 and that means their staff are available to help those in need with other sick pets rather than having to spend their day on the phone or answering emails etc.
How do I change my registered email?
Email us at support@vidivet.com from the email address your account is registered with, and we will update your account email. If you no longer have access to your registered email, please provide further information to help validate you; such as the date and time of your last question to VidiVet, Pet profile details, postcode or phone number.
How do I change my registered name?
Email us at support@vidivet.com with your change request, and we will update your account for you.
Who do I contact if I have any technical problems using VidiVet?
If you are having any problems accessing or using the VidiVet app, please email us at support@vidivet.com. Our support team is on hand Monday – Friday 9am-5pm GMT, and we will respond to your problem within 48 hours.
Can I access VidiVet if I am not in the UK?
Yes – if you travel abroad and have a pet question you can ask away. Our vets are on hand 24/7, so regardless of your time zone, we can respond in moments.
How do I unsubscribe from VidiVet emails?
Emails from our vets – Our vets may send you emails regarding your questions in the unlikely event of a technical problem. These emails are sent to help you care for your pet.
Marketing emails – You can find the unsubscribe link at the bottom of any of our marketing emails If you no longer wish to receive them from VidiVet. Or you can email us at support@vidivet.com and ask for us to help you unsubscribe.
What do I do if I forget or need to change my VidiVet password?
When you open the app and tap Log in, you can tap the link ‘Don’t remember your password?’ (it’s under the password field). You will then be emailed a link to create a new password.