Support
General enquiries
When your pet needs emergency care, knowing what to expect can provide some reassurance. We’ve answered the most common questions about our clinics and online vet service, from opening hours and triage to contacting our teams and what happens after your visit.
Questions about our clinics
Find answers to common questions about visiting Vets Now, including who we treat, when our clinics are open, what happens when you call and how pets are prioritised when they arrive.
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 over 60 clinics and two 24/7 emergency and referral hospitals, and opening hours may vary slightly based on location. Check online or with your own daytime practice, who will be able to confirm the exact opening hours of your local clinic.
Generally, we are open every day from 6/7pm in the evening to 8/9am the following morning during the week. Our clinics then open from lunchtime on Saturday and are open 24 hours a day on Sunday through to Monday morning, as well as bank holidays to cover the holiday closure of your daytime practice.
No, you will speak with one of our dedicated call handlers who will take your details and inform the clinic of your imminent arrival while providing them with the details of your pet’s situation.
Our team will triage each pet when you attend one of our clinics. A triage system is a way of assessing and prioritising patients based on the severity of their condition, ensuring that those most unwell receive urgent care first. Like in human A&E, our veterinary teams use triage to quickly identify pets in life-threatening situations and provide immediate treatment where needed most.
This system helps us manage high volumes of emergencies efficiently, ensuring that every pet is seen and cared for in order of medical need. By prioritising critical cases, we can deliver the best possible outcomes for the sickest pets while ensuring all animals are assessed and treated.
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 feedback from our clients and love hearing about your experiences with us. If you'd like to provide feedback or pass on thanks to a member of our team, you can contact us using our Enquiries Contact Form and we'll ensure your comments are shared with the appropriate staff member or clinic.
You can also leave a review on Google or Trustpilot to share your experience with other pet owners.
Client feedback is extremely important to us. It helps us understand what's working well, where we can improve, and how we can continue to deliver a high standard of care and service.
A few days after your visit, you may receive a text message inviting you to share feedback about your experience or leave a review on platforms such as Google or Trustpilot. We read every review we receive and share your kind comments with our veterinary teams so they know how much their care is appreciated. Where feedback highlights areas for improvement, we use it to help enhance the service we provide.
For information about how we collect, use and protect your personal information, please see our Privacy Policy.
Please click on the following link to view our raising a concern leaflet or contact our enquiries team by filling out the short form. Alternatively, visit our Contact Us page.
PawSquad FAQ
If a PawSquad vet advises you to attend a Vets Now clinic after your video consultation, you won’t pay twice for the same advice. The £28 you paid for your video consult will be discounted from your clinic consultation fee, provided you attend within 24 hours.
You must have paid the full £28 consultation fee to PawSquad (not covered by insurance or pet plans).
You must attend a Vets Now clinic within 24 hours of your PawSquad consultation.
Other discounts or concessions cannot be applied at the same 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)
Our vets are all experienced clinicians with a wealth of knowledge in emergency medicine. All our vets have at least five years’ experience and are RCVS registered.
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 £28 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”
How our emergency clinics work
When your regular vet is closed, our dedicated emergency teams are here — through the night, at weekends and on bank holidays. Any pet can use Vets Now, regardless of which daytime practice they’re registered with.
If you’re worried, contact your nearest clinic. We’ll guide you on what to do next and arrange care if your pet needs to be seen. After your visit, we’ll share the details with your regular vet, so your pet’s care can continue.
Watch our short video to find out what to expect.