FAQ

Anyone 18 years of age or older.

Unlimited experienced and certified vet support through texting, video calling, uploading videos and pictures of your pet.
Unlimited 24/7 vet triage support.
FREE video library for medical concerns and questions.
Covers up to 6 pets (dogs/cats) in the same household.
Medical Emergency Fund if applicable with one year membership commitment for one occurrence per membership year.

There is a mandatory grace period before getting access to the Emergency funds if the package you purchased requires to wait for grace period.
This is mandatory no exceptions.

Members can register up to 6 pets under one membership.

Once you sign up on our Web App, as soon as it’s completed you will have access to a licensed Vet from anywhere in the world.

Connecting will take anywhere from 30 secs up to 1 minute. Please be patient and don’t hang up. If one of our Vets are helping someone else, there will be a message stating the Vet is unavailable. Then you can text or call back in a minute. This is rare but it might happen on the odd occasion.

Yes. Our Web App is accessible worldwide as long as you have networkor WiFi access with a minimum bandwidth speed of 1.25mb and up.

Video chatting requires a faster processor and good WiFi or network connection. If you are experiencing difficulty, it is most likely your connection. We encourage you to ensure you have adequate connection for best results when using VetCare Hotline Service.

All of our vets are licensed with at least 5 years of experience.

No. Once you have selected your payment option there are no additional fees.

No. Our vets don't prescribe medication. However, our vets will assess your pet's situation and recommend over the counter medication and/or natural remedies to help your pet feel better and provide instruction on what and how to monitor your pet.

Customers can contact support by clicking on the Support link on the left navigation on the member website, or by sending an email message within the support page of the member website, or contacting support via the Technical support number 1-833-351-8987.

Yes, you can cancel at any time.

No. Once a customer’s credit card is charged, there will be no refund for mid-month cancellations, however, customers will still have unlimited vet telehealth access until their paid subscription expires.

Customers are charged monthly. They are charged each month on the day of the month that corresponds with the original sign-up date (i.e., the 15th day of each month).

Credit card holder's account is automatically charged on the same date as the original transaction date on each corresponding month. Member must initiate the cancellation prior to credit card transaction charge date to cancel the membership without been charged. Membership subscription fees are non-refundable. The only valid method for cancelling your membership is to login to VetCare Hotline service and go to Membership page and click the "Cancel Membership" button Once you cancel your membership subscription, you will not lose access immediately. Your membership will continue through the end of your current charge cycle.

It’s a month to month yearly subscription plan for pet parents in the case their pet needs life saving veterinary care. It’s a one-time a year medical emergency fund up to $1,500, paid directly to a registered vet clinic chosen by the pet parents at the time of the emergency.
Think of it as a pet insurance alternative without a high deductible or copay. These are some of the other benefits compared to traditional pet insurance options:
No qualifying or credit checks
No out-of-pocket payments
No restrictions by breed, age or location
No restrictions based on pre-existing conditions
Coverage for up to 6 cats or dogs
With one easy low monthly payment, you can sleep easy knowing your pet is covered and emergency care won’t be a financial burden. The VetCare emergency fund is an alternative to pet insurance and does not cover routine care or preventative health.

You must contact one of our VetCare Hotline Vets through our Web based application Service. Unfortunately, we will not cover your emergency vet bill if you have consulted another vet outside of our VetCare Hotline Web based Service or have not been referred through our VetCare Hotline Web based Application Service. All emergencies must be assessed and referred by one of our vets through our Web App Vet service. Talking to one of our Vets via a live face-to-face video call or a video recording is mandatory to determine if it is an emergency or not. You will not have access to the fund if the pet has been admitted prior to contacting one of our vets for the fund.

No. In order to access your emergency fund, you must be referred to an emergency vet clinic or your primary vet clinic by one of our Vets through our Web based Service. Unfortunately, we will not cover your emergency vet bill if you have consulted another vet outside of our VetCare Hotline Web based Service or have not been referred through our VetCare Hotline Web based Service. All emergencies must be assessed and referred by one of our vets through our Web App Vet service. You can talk to one of our Vets via a live face-to-face video call or a video recording is mandatory to determine if it is an emergency or not. You will not have access to the fund if the pet has been admitted prior to contacting one of our vets for the fund.

• • Emergency funds may only be accessed after the required waiting period from the date of registration based on the package your purchased.
• • The VetCare Hotline must be called prior to taking your pet to a veterinarian or emergency clinic, and an emergency approval verification received to be eligible for emergency funds.
• • The pet must be seen by a vet clinic or hospital within 4 hours of VetCare Hotline designating the pet’s issue as an emergency.
• • Emergency funds may only be used once annually. Should emergency services total less than $1500, balances are forfeited until the next subscription period.
• • If the remaining yearly membership fee has not been paid, then the remaining yearly membership fee will be deducted from $1500.

In order to determine the emergency, you are required to video call or provide a video recording of your pet at the time of speaking to our veterinary professionals.
Ultimately, it is at the discretion of a VetCare Hotline veterinarian to determine if a pet qualifies or is eligible for the available emergency funds.
Our veterinarians will classify each pet issue into one of the following categories:
• EMERGENCY: The pet is in an immediate, life-threatening situation. It is recommended you immediately travel with your pet to the nearest vet hospital or clinic. This is the only category that activates the emergency fund. Pets must arrive at the vet clinic or hospital within 4 hours of a declared pet emergency.
• CRITICAL: The pet’s health is severely compromised. It is recommended pet parents make the earliest veterinarian appointment available. We highly recommend the pet to be seen within 24 hours.
• URGENT: The pet’s health is moderately compromised. We recommend pet parents schedule an appointment with their vet clinic within 3 days.
• NON-URGENT: The pet’s health is not compromised. Pet parents can determine if they prefer to wait until your next regular vet visit to further explore the issue.
Don’t worry. When an emergency is declared, customers will receive an email that includes instructions on how customers should proceed, as well as an emergency fund approval verification for customers to provide to VetCare Hotline Customer Service. There is no waiting for payments. VetCare Hotline will handle the direct payments for you.
You can go to any vet clinic of your choice, it does not need to be an emergency clinic.
When you arrive at the clinic, you should admit your pet for care. At certain clinics, you may be asked for a deposit upfront, which clinic will be reimbursed by the end of your visitif applicable.
After you receive the final invoice, you should ask the receptionist or vet technician to send a picture or pdf of the invoice to info@petpay.vet, please call 1-833-351-8987.
After our review, we will provide payment up to $1,500 for your vet bill, including a deposit left upon arrival if applicable. This is paid directly to the clinic. We do not reimburse anything to you, we only provide payment directly to the clinic.
The emergency fund will not cover additional costs associated with euthanasia, such as cremation or memorabilia.
After your emergency fund payout, your remaining month membership fee would have been paid up for the rest of your currently membership year. Therefore, you will have no monthly subscription fee for the rest of the current membership year. Once the new membership year begins, your monthly membership subscription will start again and charge to your credit card on file.
Please note: we do not cover deposits at the beginning of the visit but you will be reimbursed when we finalize the vet bill.
Once the invoice is paid, you're free to leave with your pet.
We wish your pet a speedy recovery.

No, the emergency fund can only be used once per membership year. Funds are restricted to a one-time payout regardless of the amount, up to $1,500. If your emergency vet bill is less than $1,500, the remaining amount will be forfeited once you choose to use the emergency fund for that particular bill. Your $1,500 emergency fund will renew on an annual basis.

Yes, you will have all the same access other than the Emergency fund for the remaining membership year.
Emergency fund will become available once your new membership year starts again.

Any emergency associated with breeding or pregnancy are not covered under the emergency funding.