Video Vets Now Frequently Asked Questions

Answers to the most common questions about how the Video Vets Now service works.

About Video Vets Now

What should I do if I can't access my appointment?

If you experience any of the following problems with your online consultation, contact

  • You don't receive your booking confirmation email
  • You don't receive a link to take you to your video consultation
  • There's a problem with the payment process
  • You're having difficulties with your internet connection 
  • You miss your consult

Can vets prescribe medication using Video Vets Now?

Our vet team are unable to perform diagnoses or prescribe medication from a video or telemedicine appointment. We can, however, provide effective advice on non-urgent problems and can answer queries or questions relating to your pet's wellbeing.

Don't worry - if your pet does need prescribed medication, you can visit an accredited practice of your choice and they'll take the price of your Online consult off your bill in practice.

How does it work?

A video call is just like a Skype or Facetime call. We recommend watching the initial video, which explains how the process works. You don't need any special gadgets or technology to use the Video Vets Now service though, just a webcam and mic so the vet can see and hear you and your pet (don't worry, most modern laptops and phones have inbuilt cameras). The vet can gain plenty of information and provide reliable advice based on your pet's behaviour, demeanour, physical characteristics and body language - all of which they can observe on a webcam.

If you choose a Chat service, this will work in a similar way to WhatsApp. Chats are a good option if you don't have access to a webcam or if your internet connection is faulty.

How long will my appointment last?

Video consults are scheduled to last 10 minutes. If we're unable to deliver the advice you need within that time, we can extend the appointment as necessary. If the call is stretching out too long, the vet might ask you to pay an additional consultation fee.

What equipment do I need?

Video Vets Now works on a laptop, tablet or smartphone. We prefer to communicate using video so the vet can see your pet and talk with you face to face, so it's useful if your device has a webcam and mic. 

You'll also need a decent internet connection!

Who are the vets I'll be speaking with?

Our vets are all experienced clinicians with a wealth of knowledge in emergency medicine. They're all actively working in practices across the UK and are RCVS accredited.

When to use Video Vets Now

Can I use Video Vets Now abroad?

The service is accessible worldwide and we welcome the opportunity to provide advice to owners abroad. Please do note, however, that in the UK we have a network of veterinary practices and referral centres that enables us to provide any in-person care required, at any time of the day. We can't offer this outside of the UK at this time. As such, if you're referred to a practice abroad, or a practice outside the My Family Pet group, you'll be unable to claim your discount for your online consultation fee.

When shouldn't I use Video Vets Now?

If your pet's condition is serious and requires urgent veterinary attention, you should always attend a consultation in person with your registered veterinary practice. We advise owners to use Video Vets Now for non-urgent queries only.

What might be life-threatening?

Here are just some of the conditions our vets deem to be potentially life-threatening. In all of these cases, your pet may need urgent emergency treatment so please contact your nearest Vets Now clinic immediately.

  • Breathing difficulties
  • Open wound injuries or significant bleeding
  • Seizing/fitting
  • Collapse
  • Trauma (e.g. car accidents)
  • Male cats struggling to pass urine or faeces
  • Rabbits neglecting food
  • Any illness or injury in pets younger than 2 weeks old
  • Swallowing hazards i.e. toys/ clothes etc
  • Ingestion of toxic/harmful substances
  • Eye problems
  • Severe vomiting or diarrhoea especially if your pet appears quiet or depressed or if it is going on for a long time (more than 24 hours)
  • Swollen abdomen or retching (especially large dogs)
  • Loss of thirst & appetite
  • Struggling to give birth

Which animals can you help with?

At the moment, we're only able to provide online consultations for dogs, cats and small furries (such as guinea pigs, hamsters and rabbits).

Which symptoms can Video Vets Now help with?

We know that being a pet owner can sometimes be a worry. We're here to answer ANY questions or concerns you may have. On most occasions, we can help you decide the right course of action for the health and wellbeing of your pet.

Cost and payment

How can I get a refund?

We can only offer refunds if:

-You are unable to complete your consultation due to a technical problem.

-The vet is unable to provide you with any information, guidance or advice.

If you believe you are entitled to a refund, you should contact us as soon as possible in writing (by email to We will then verify your entitlement to a refund and, if appropriate, complete the refund as soon as possible.

How much does an appointment cost?

A 10-minute video consultation costs £24. If the consultation lasts longer than 10 minutes, there may be a charge for any additional time.

What happens if I need to see a vet after my appointment?

During your online consultation, you might be advised to visit a vet in practice.

In this case, Video Vets Now will provide you with a unique code that enables a £24 discount from a consultation at any of our UK practices. In effect, this would mean the Video Vets Now service was a FREE advice source. Your vet will highlight your closest participating practice.

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