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.

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.

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.

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

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.

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.

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.

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

If this is your first time, download the PawSquad app on your smartphone or tablet, choose a pet, pay or subscribe and choose your timeslot. Our consultations have no time limit (within reason!) so you can relax knowing that you have as much time as you need.
If you’re using a desktop computer or laptop, click here and register. Fill in a short form about your pet and use a credit or debit card to pay. Once you’ve booked your online video vet consultation, you’ll receive an email to click on your appointment time.

Video consults have not time limit, within reason! So, you have as much time as you need to discuss your case and share any relevant photos and videos.

PawSquad works on a mobile, laptop, desktop or tablet. We always suggest you download the app on your phone, then we’re instantly there for you should you want to quickly ask us for some advice.

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.

If you have technical difficulties and the connection is lost, the system will refund you if you’ve paid.
To avoid connectivity problems, we recommend using our app over the web platform.
If you don’t have access to a smartphone we recommend using:
• Google Chrome or Firefox on an Android device
• Google Chrome, Firefox or Microsoft Edge on a desktop device
• Safari on an Apple device (iPad or Mac)

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.

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.

PawSquad 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 PawSquad. 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

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.

Consults start from £24 for a pay-as you-go video vet appointment. You can also subscribe for £8/month for unlimited online vet calls, for all pets in your household.

If you would like to cancel or reschedule your appointment:

Access your account via app/web
Click on appointments
Select “start now” if its time
Select “cancel” or ” reschedule”