PawSquad Video Vets Frequently Asked Questions

Once you have booked an appointment, you will receive a confirmation email with a link to join your video chat. It works just like a Facetime or Zoom call. You don’t need any special gadgets or technology, just a webcam and mic so the vet can see and hear you and your pet. You can use your mobile, desktop, laptop or tablet. Most have built-in webcams and mics.

Make sure your pet is with you. The vet can gain plenty of information and provide reliable advice based on your pet's behavior, demeanor, physical characteristics and body language – all of which they can observe on a webcam.

Video consults have no time limit, within reason! So, you have as much time as you need to discuss your case and share any relevant photos and videos.  

PawSquad works on a mobile, laptop, desktop or tablet. We always suggest you download the app on your phone, then we’re instantly there for you should you want to quickly ask us for some advice.

The vet will want to see your pet and talk with you face-to-face, so it is best to sit with your pet in a well-lit area with little background noise. You will also need a decent internet connection.

You will also need access to the email address and mobile phone that you provided when you booked your appointment, so that the vet can contact you if there are any technical problems with your video link.

If you have technical difficulties and the connection is lost, the system will refund you if you’ve paid.

To avoid connectivity problems, we recommend using our app over the web platform.

If you don’t have access to a smartphone we recommend using:

• Google Chrome or Firefox on an Android device
• Google Chrome, Firefox or Microsoft Edge on a desktop device
• Safari on an Apple device (iPad or Mac)

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

Our vets are all experienced clinicians with a wealth of knowledge in emergency medicine. All our vets have at least five years’ experience and are RCVS registered.

The service is only available to UK residents. If you reside outside the UK, you should contact a veterinary surgeon in your own country who will be more familiar with local diseases and health problems.

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.

PawSquad is most suited to non-urgent queries. It can be used for general advice and guidance on whether you should be seen in clinic.

Here are some of the conditions our vets deem to be potentially life-threatening and are not suitable for PawSquad. In each case, your pet may need urgent emergency treatment so please contact your registered vet or out-of-hours care provider immediately.

• Breathing difficulties
• Deep or extensive wound injuries or significant bleeding (dripping)
• 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

PawSquad is most suited to non-urgent queries. It can be used for general advice and guidance on whether you should be seen in clinic.
Here are some of the conditions our vets deem to be potentially life-threatening and are not suitable for PawSquad. In each case, your pet may need urgent emergency treatment so please contact your registered vet or out-of-hours care provider immediately.

• Breathing difficulties
• Deep or extensive wound injuries or significant bleeding (dripping)
• 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

The service is most appropriate for dogs, cats, domestic birds and small furries (such as guinea pigs, hamsters and rabbits). It is not recommended for exotic animals and we cannot provide video consultations for farm animals.

Consults start from £28 for a pay-as you-go video vet appointment. You can also subscribe for £8/month for unlimited online vet calls, for all pets in your household.

If you would like to cancel or reschedule your appointment:

1. Access your account via app/web
2. Click on appointments
3. Select "start now" if its time
4. Select "cancel" or " reschedule"