The (not so) silly questions we get asked a lot

VidiVet delivers veterinary expertise, 24/7, without having to book a consultation. Ask away and receive a personalised video response from our UK-qualified vet team in a matter of moments, all via our VidiVet app. VidiVet is literally like having a vet at your fingertips. Register online and download the VidiVet app via Google Play or Apple Store to your smartphone.

You may have the odd question or twenty about your pet, and like many others, for all different kinds of reasons, you haven’t approached your own vet for advice.

Some go to Dr Google, social media groups, blogs or online forums to find answers.

The problem is; an internet search only brings back generic information. You have to read it, figure out what credibility it has, who wrote it, etc., and some 30 minutes later, still decide if it helps you or not.

Social media on the other hand gives you hundreds of different answers…which may not be wrong, but they aren’t specific to you, your pet and your circumstances.

VidiVet has been created to help, with all of the speed and convenience of an internet search AND all of the clinical expertise to ensure you only get the best, most appropriate advice. Peace of mind in a matter of moments; you and your pet get nothing but the best.

One of our customers describes:

‘it’s like having a new best mate who just happens to be a vet’.

Think of VidiVet as the lovechild between Dr Google and NHS111, lovingly created for your pets.

When creating VidiVet we had a clear goal: to give anyone with a pet faster access to real vets 24/7. By using VidiVet you get an answer faster than scrolling through online search results and from a real vet rather than 100 strangers on social media.

We help you:

1. Decide if you need to see an in-person vet, if so 
2. When to go to an in-person vet
3. Whether there is anything you can do at home and 
4. What to expect at the vets if you have to go. 

Because of how we work with our customers, we help you to go into the vets less stressed, more informed and more aware of what may happen.

People often have questions AFTER going to the vet, it’s common to think of additional questions you wished you’d asked, so VidiVet is here to answer, as many times as you need.

In a word – No. 

VidiVet triages your concern, whilst not all need to go to your vets we also know exactly when you do need to go. 

VidiVet also helps your vet practice by diverting concerns from going in that can be monitored at home. Your vet practice staff are then available to help those pets in most need rather than having to spend their day answering queries coming in via phone, email, or PetsApp. This results in your vet helping you much more efficiently when you do need to go in. 

And we are here to support you 24/7, if your late night concern is urgent then you may have to visit the out-of-hours vet, BUT if it’s not and can wait… then you can go see your own vets when they are open, giving you more consistent care, and saving you money.

VidiVet is here to help you, your pets and your vets.

Literally anything about your pet. If it is important to you, then it is important to us!

Some examples of what people ask us about:

• Unwell pet
• flea/worming advice,
• spay/neuter advice,
• feeding advice,
• behavioural advice,
• post-operative care,
• or new puppy/kitten advice.

VidiVet operates 24/7, 365 days a year, 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.

1. It is the first service of its kind in the UK allowing you to ask your question immediately to a vet, not waiting for a consultation, as soon as you think it – you ask it, there and then.
2. Our vets review your question and send you a personalised video response within a few moments. They can also review past questions you’ve asked in case there is something relevant mentioned previously, so your care feels more consistent.
3. Our app stores all of your questions and our vet’s answers, so you never have to worry about forgetting what the vet told you again.
4. We don’t charge per pet! A VidiVet membership is for the whole house: so if you have one or five pets, the cost is the same*

* If your access is subsidised by a VidiVet partner, they may only allow you to use VidiVet for one pet.

The VidiVet app is available on smartphones, tablets and some of the latest Apple computers only. Your device will need to have a webcam and a microphone. You’ll also need to ensure that you have a good internet or data connection. The VidiVet app may not work on older devices nor some of the latest Huawei devices.

Minimum requirements are: For iOS: compatible with Apple iOS 10.0 or later. Compatible with iPhone, iPad and iPod Touch. For Android: compatible with Android 6.0 or later.

VidiVet is unable to provide the app and the service to people on Huawei phones, as the service is limited to the Apple App store and Google Play Store only.

Often, you may have registered for VidiVet previously. This means your email address is already associated to a VidiVet account and cannot be used to register for a new one.

The best thing to try is download the VidiVet app and attempt to sign in with your email address again.

(IF you are not sure if you can remember your password, jump to the section below for instructions on how to reset your password).

Reset your password:

1. When you open the VidiVet app and tap ‘Sign in‘, you can tap the link ‘Forgot your password?‘ (it’s under the password field).
2. Enter the email address you believe to be registered with VidiVet and tap ‘Reset my password‘. 
3. You will then be emailed* a 6-digit code to enter and create a new password.**
4. Once you have reset your new password you can tap ‘Sign in‘ once more and enter your email and password credentials and access the VidiVet app.

(*Please be sure to check your Junk mail, just in case it has been sent there and not your usual email inbox!)

(**If the 6-digit code does not arrive in your email after you have requested a password reset, it means the email address you entered is likely not the one registered to VidiVet, even if the app displays a message saying the code was sent. This can help you determine the correct email address used for your VidiVet account.)

Forgot your password?

1. When you open the VidiVet app and tap ‘Sign in‘, you can tap the link ‘Forgot your password?‘ (it’s under the password field).
2. Enter the email address you believe to be registered with VidiVet and tap ‘Reset my password‘. 
3. You will then be emailed* a 6-digit code to enter and create a new password.**
4. Once you have reset your new password you can tap ‘Sign in‘ once more and enter your email and password credentials and access the VidiVet app.

Want to change your password?

1. First you need to sign out of the VidiVet app - you can do this by following the 'More' menu on the bottom of the app, then tapping the option 'Sign out'.
2. When you open the VidiVet app and tap ‘Sign in‘, you can tap the link ‘Forgot your password?‘ (it’s under the password field).
3. Enter the email address you believe to be registered with VidiVet and tap ‘Reset my password‘. 
4. You will then be emailed* a 6-digit code to enter and create a new password.**
5. Once you have reset your new password you can tap ‘Sign in‘ once more and enter your email and password credentials and access the VidiVet app.

(*Please be sure to check your Junk mail, just in case it has been sent there and not your usual email inbox!)

(**If the 6-digit code does not arrive in your email after you have requested a password reset, it means the email address you entered is likely not the one registered to VidiVet, even if the app displays a message saying the code was sent. This can help you determine the correct email address used for your VidiVet account.)

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.

Yes. Once you have the VidiVet app installed on your smartphone 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.

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.

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!

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!

At VidiVet we pride ourselves on our ability to help pet parents and give them peace of mind. If we aren’t sure, we will always err 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 arrive at your vet's less stressed, more informed and more aware of what may happen.

This results in your vet helping you much more efficiently.

You can check out this example on Instagram or follow the instructions below:

• Start by selecting the ‘Video’ answer type
• 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…
• 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 their normal self?
  • Has anything happened recently that you think triggered this?

You need to be 18 or older, live in the UK and have a valid email address to use VidiVet.

VidiVet is for every pet parent: whether you have a guinea pig or a Great Dane, our vets have expertise to help you no matter what your question is.

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.

VidiVet is here for guidance, triage and peace of mind – but we can't replace the hands-on care your pet needs in a true emergency.

If you're unsure whether something is an emergency, our vets can help you work that out. We'll assess the situation and tell you clearly if your pet needs to be seen urgently.

No. VidiVet operates independently to your practice, so 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.

Yes. If you select the 'Conversations' icon (from the bottom menu in your App).

To see an Open conversation (those asked in the last 48 hours), tap the conversation you want to view from the list.

To see a Closed conversation (those that have gone past 48 hours without any new messages from yourself or a vet), tap to toggle to the Closed section to view any conversations that have now closed. Tap to select a Closed conversation to view the conversation summary screen, you can see a brief overview of the outcome of the conversation and can tap 'View conversation' at the bottom to view the whole conversation.

Yes*. Whether you have 1 or 10 pets, you can ask a question about them all. VidiVet would also encourage you to create a pet profiles for each of your pets within the app. To do this you will see the ‘My Pets’ icon at the bottom. When you select this, you can add new or edit existing profiles.

*Depending on how you access VidiVet, some partners may only allow you to add a single pet.

Yes. Go to your device specific app settings and turn on VidiVet notifications there.

Yes. 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.

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.

Your data is secure! We NEVER share data outside the VidiVet community.

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.

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.

You can sign up using our registration page, and it takes around 45 seconds. We don’t need much information, just the essentials; name, email and number to enable us to communicate with you.

You may wish to know that VidiVet may be supplied to you, for FREE, through many vet practices and pet-facing brands. We recommend you speak to your personal vet practice or some of the brands you use for pet food, gifts and supplements, to find out if they do use VidiVet and sign up via them.

We have one clear price, to offer flexibility and an affordable option to all Pet Parents.
£20 a month OR £240 for the year.

VidiVet may also be offered to you, for Free, by your vet practice or a pet-facing brand you are already subscribed to.

You can see our plan here

Many lucky users of VidiVet are accessing our services for free. Check with your veterinary practice or pet-facing subscription service to see if they are working with VidiVet or look here to search for your vet practice. If they are partnered with us, they will provide you with a unique link to register for free access.

VidiVet covers all your pets*, whether you have 1 or 10 it doesn’t matter, the price you see is the price you pay. We know that access to vets can be expensive, especially when you have several animals.

* If your access is subsidised by a VidiVet partner, they may only allow you to use VidiVet for one pet.

We want our community to have complete flexibility, so there are three options:

1. You can sign up for a full year.
2. If you aren’t sure, then you can sign up monthly and cancel at any time
   AND YOU CAN UPGRADE TO ANNUAL MEMBERSHIP AT ANY TIME, and your 12 months will run from that date.
3. VidiVet may also be offered to you, for FREE, by your vet practice or a pet-facing brand you are already a client or customer of. Check with them if they are partnered with us, and they will provide you with a unique link to register for FREE access.

All major credit and debit cards.

Obviously, we don’t want you to, and that is why we deliver such an awesome service to all of our members. But, if you decide VidiVet isn’t for you, then all you have to do is let us know by emailing support@vidivet.com

VidiVet uses Stripe to manage your subscription.

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.

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.

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.

Email support@vidivet.com with your change request, and we will update your account for you.

If you forgot your password and need a new one, ensure your app is up to date.

1. When you open the VidiVet app and tap ‘Sign in‘, you can tap the link ‘Forgot your password?‘ (it’s under the password field).
2. Enter the email address you believe to be registered with VidiVet and tap ‘Reset my password‘.
3. You will then be emailed* a 6-digit code to enter and create a new password.**
4. Once you have reset your new password you can tap ‘Sign in‘ once more and enter your email and password credentials and access the VidiVet app.

• * Be sure to check your spam or junk folder if you don’t see the password reset email in your inbox!
• Please note, that passwords are case-sensitive.
• ** If you signed up with an inaccurate email address, you won’t be able to change your password. If the 6-digit code does not arrive in your email after you have requested a password reset, it means the email address you entered is likely not the one registered to VidiVet, even if the app displays a message saying the code was sent. This can help you determine the correct email address used for your VidiVet account.