Frequently Asked Questions for Pet Owners

HELPP Vet is designed to be a place where you can seek advice quickly and for less cost, without having to travel and for animal health issues you simply aren't sure about. It's also a great place to get a second opinion. If you are still worried or not satisfied at the end of your HELPP Vet call, please - visit your local vet.

HELPP Vet does its best to cover all animals types. As more veterinary professionals join the HELPP Vet platform, you will be able to locate those who specialise in specific animals and conditions. Use our search and filter function to find specific veterinary specialists and then add them to your favourites list so you can find them easily in the future.

To keep fees low, HELPP Vet charges in blocks of time. For a full list of prices, please visit the Pricing page.

HELPP Vet is an advisory service only and a diagnosis cannot be offered to the animal owner. Currently we cannot offer veterinary prescriptions. We are working hard to offer prescriptions in the future, but this will be determined by the rules in specific locations. Stay tuned!

While the HELPP Vet platform is built specifically for mobile, you can also use it on laptop / PC and Mac.

Make sure you have a good wifi connection or data plan and update to the latest browser version. We prefer that you use Chrome in order to have a seamless experience, but we will continue to test and optimise for other browsers as time goes on.

The HELPP Vet platform currently has two methods to avoid you being charged for such a scenario:

1. If the call is ended within 60 seconds, there will be no charge. This allows you as a user, and the veterinary professional to determine they can help you.
2. If the call goes beyond 60 seconds, email us at support@helpp.vet to discuss a refund. We want to ensure you have a great experience and will do our best to help solve any issues.

Note, disagreeing with the veterinary professional is not a reason to receive a refund.

If the internet or phone reception isn’t good and your call gets cut within the first 60 seconds, you won’t be charged. If this happens, please initiate a new, second call with the same veterinary professional. This second call, within 48 hours is free. To do this please refer to the specific call on the Call History page within your Profile area on the HELPP Vet site. You will find a link next to the call details which you can use to initiate the free call.

Please note that if the vet professional you spoke to originally is not available within the next 48 hours, we do ask that you select another vet professional who is available. However, unfortunately this next call will be charged as usual. 

If you are still having connection issues then please contact us on support@helpp.vet within 48 hours so we can investigate further. To be eligible for a refund you MUST contact us within 48 hours. This enables us to stop the payment being processed through to the veterinary professional.

• Ideally use a mobile device so you can get close to the animal and show their problem area through the video screen

• Use a PC or smart phone with a rear facing camera

• Have a high speed WiFi connection or good data plan

• Ensure there is good (ideally natural) light

Due to legal restrictions we cannot refer to someone as a veterinarian in a country (or state) where they are not registered, even though they may have several years of experience and be registered in another country.

So, where a veterinarian is registered in one country (or state) and providing advice to someone on the HELPP Vet platform in another country (or state), we refer to them as an "Animal Doctor".

It's a small thing, but we prefer to work alongside different veterinarian authorities around the world in order to provide a well respected service.

The HELPP Vet platform has put measures in place to help avoid this from happening:

1. If you feel the veterinary professional is obviously not a good fit, end the conversation within 60 seconds and you will not be charged.
2. If the call goes over 60 seconds, you have 24 hours to ask for a refund. If you feel you did not get what you were after, contact us at support@helpp.vet explaining your situation and ask for a refund. We will speak to the veterinary professional, consider your points and reply to you as soon as possible with an answer.

Note, disagreeing with the veterinary professional is not a reason to receive a refund.

In some instances you may feel you deserve a refund. We want to make sure you are 100% happy with the HELPP Vet service, so please contact us on support@helpp.vet within 48 hours so we can investigate further.

Some reasons for a refund could be:

1. A bad connection / cut off from the veterinary professional which meant they could not complete providing advice on your animal's issue.
2. Could not understand the veterinary professional.
3. The veterinary professional did not have the knowledge to provide you sound advice.

Note, disagreeing with the veterinary professional is not a reason to receive a refund.

To be eligible for a refund you MUST contact us within 24 hours. This enables us to stop the payment being processed through to the veterinary professional.

HELPP Vet provides pet owners a free follow up call for the same problem within 48 hours of the first call, with the same vet professional. Due to the nature of vet professionals being able to choose their times of availability, it could be the case that the person you received your initial advice from may not be available if you try to call again within 48 hours. In this situation, it is outside the control of HELPP Vet, but you can choose to connect with an alternative vet professional. Unfortunately, in this situation, this second call will not be a free follow up because you are connecting with a different person.