Welcome to our Q&A section where we have provided answers to some of the most common questions about our pet health services. From “Does it cover cats?” (Yes it does!) to payment processing to connecting with licensed vets, we’ve got you covered.
Q: I have several pets, does it cost the same for multiple pets?
A: Members can register up to 6 pets under one membership.
Q: How does the app work?
A: 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.
Q: Can I cancel the service?
A: You can cancel at any time.
Q: Do customers receive a partial refund if they cancel mid-month?
A: 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 subscription expires.
Q: When are monthly subscription payments processed?
A: 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).
Q: How does Holistic K9 Emergency Fund work?
A: 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.
Q: I’m having trouble connecting to a vet, what can I do? A: 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.
Q: Can we use this anywhere in the world?
A: Yes. Our Web App is accessible worldwide as long as you have network or WiFi access with a minimum bandwidth speed of 1.25mb and up.
Q: The video is blurry, how do I get a clearer image?
A: 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 Holistic K9 Telehealth Service.
Q: Are your vets licensed?
A: All of our vets are licensed with at least 5 years of experience.
Q: Are there any extra costs if I use the app outside of the initial fee?
A: No. Once you have selected your payment option there are no additional fees.
Q: Can your vets prescribe medication?
A: 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