General enquiries

General enquiries

At Vets Now we have more than 60 clinics across the UK and have been treating pets since 2001. Our emergency clinics are open during the night, over the weekend and on bank holidays, when daytime vets are closed. This means if your pet needs emergency or urgent treatment you can get them the help they need, whatever the time of day. While you can be reassured that help is at hand, we know that visiting an unfamiliar out-of-hours emergency service can cause a lot of anxiety.

In the list below we’ve answered some of the most common questions around who we are and what we do, so you know what to expect when you need help.

General clinic related FAQs

Do you treat all pets, regardless of which day practice they are registered with?

Yes, we are here to help all pets and will make sure that all case notes are transferred back to your practice during their working hours. Your practice might have its own out-of-hours provision that will operate in the same way.

What are Vets Now opening hours?

We have a nationwide network of clinics and there can be some small differences in opening hours. Check with your own day practice who will be able to confirm the exact opening hours of your local clinic. In general, we are open Monday to Friday from 6pm/7pm in the evening to 8am/9am the following morning. We are also open throughout the weekend to 8am/9am on Monday morning.

Do I speak to a veterinary surgeon when I call with an emergency?

No, you will either speak to one of our dedicated call handlers who will take your details and inform the clinic of your imminent arrival or one of the clinic team.

How do I get in touch with the clinic?

You can call the clinic by selecting option 2 when you call the emergency number.

How will my daytime vet know I have been to Vets Now?

The details of your visit to Vets Now are automatically sent through to your day practice the following morning after your visit to the clinic. You will also be provided with a copy of the clinical journal for your own records when you leave the clinic. This contains all the details of your pet’s visit to our clinic.

How do I get in touch with any feedback or to say thank you?

We always welcome any feedback from our clients. You can call or email the clinic directly or contact our enquiries team and we will ensure the feedback is passed to the appropriate staff member/clinic.

Why did I receive a text asking for feedback?

Client feedback is extremely important to us. It is the best way to ensure we are continually delivering a high standard of service and improving the client experience. Two days after you attend our clinic you will receive a text asking to review our service on Google, Facebook or similar review platforms. We read every review left, we share your kind comments with our veterinary teams so that they know that you are grateful for the care they have provided and if we’ve not got it right we use feedback to improve the service we provide. Please note that we do not store your details for any further use other than for feedback purposes.

How do I raise a concern?

Please click on the following link to view our raising a concern. leaflet or contact our enquiries team.

Video Vets Now FAQs

How does it work?

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.

How long will my appointment last?

Video consults are scheduled to last 10 minutes. To get the most out of your video chat, please make sure you’re ready to join at the right time. If you have more than one problem to discuss with the vet, you may need to book 2 or more appointments.

What equipment do I need?

Video Vets Now works on a mobile, laptop, desktop or tablet. 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.

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

If you experience any of the following problems with your online consultation, contact [email protected]:

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
Please remember, our vets will use the phone number and email address you provided if they are unable to reach you via the video chat link within the booking email. The phone number will come up as No caller ID.’

Can I use Video Vets Now abroad?

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.

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.

Video Vets Now 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 Video Vets Now. 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
What animals can you help with?

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.

How can I get a refund?

We can only offer refunds if:

You cannot complete your consultation due to a technical problem related to our software or services.
The vet cannot 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 [email protected]). We will then verify your entitlement to a refund and, if appropriate, complete the refund as soon as possible.

If you are seen within 48 hours of your video consultation, we will refund the cost of your video consultation. To claim a full refund for your video consultation, simply fill in the form here, providing proof that you’ve had an in-person follow-up consultation with your vet within 48 hours.

Our full terms and conditions of our service can be found here –

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

During your video consultation, you will be advised whether you should visit a vet in practice. If we recommend you are seen, we will refer you to your registered practice, help you find one closest or arrange an emergency appointment with Vets Now if it is out of traditional vet practice hours.

If you are seen within 48 hours of your video consultation, we will refund the cost of your video consult. To claim a full refund for your video consultation simply fill in the form here, providing proof that you’ve had an in-person follow-up consultation with your vet within 48 hours.

  • The Video Vets Now vet must have recommended that you attend a veterinary practice, in person, within 48 hours of your Video Vets Now consultation. (We know it’s not always possible to get an appointment within 48 hours, but don’t worry, if it takes longer than that just let us know why when you apply – we assess all refund requests individually on their merits.)
  • You must have attended a veterinary practice, in person, on the recommendation of the Video Vets Now vet.
  • If you attend a clinic operated by Vets Now Emergency Limited following a Video Vets Now consultation, the cost of your Video Vets Now consultation will automatically be deducted from your bill so you won’t need to fill in the form below
  • Your refund request must include proof of the vet practice visit (e.g. vet practice invoice), including the date, the patient and owner’s details, and itemised consultation fee paid
Our full terms and condition of our service can found here – 

Need More Help?

We recommend using our online help first but if you’d rather get in touch, email us or call us on 01383 223 902.

Contact us