FAQs

FirstVet is a digital vet service that offers video appointments to pet owners for advice and guidance. Video calls with our vets are well suited for non-urgent diseases and illnesses, behavioural issues or when you are unsure whether the trip to the vet clinic is necessary.

During the video call, our vet will ask questions about your pet's symptoms and can also see and make specific assessments of your pet on the video call. The vet will then advise you on how to proceed. If your pet's problem can be treated at home, you will be given treatment advice.

If your pet needs further examination by a physical vet. In that case, we can help you assess how urgent it is and, if necessary, refer you to the appropriate clinic, depending on your location.

You can use our service via our app or through the web browser on your computer. We recommend that you use our app as it will be easier for you to show your pet to our vet if necessary.

The FirstVet app is available for iPhone, iPad and Android. Download the app in the App Store or on Google Play.

You can also use our service via a computer however, you must have a working webcam and microphone. We recommend you use Chrome or Firefox web browsers, both browsers are free. You can easily download and install them on your computer by following any of the links above.

The service is well suited for non-urgent illnesses and diseases, behavioural issues or when you are unsure whether the trip to the vet clinic is necessary. If your pet is seriously ill or injured, you should always seek vet care immediately.

All our vets are friendly, experienced and UK-registered. Meet our vets!

In the UK, video calls are covered by most major pet insurance policies. Find out who our insurance partners are.

If you do not have pet insurance with one of our partners, our regular video call rates apply.

Regular rates:

✔ Weekdays 9 am to 6 pm: £24

✔ Out of hours: £36

A video meeting with one of our vets lasts up to 10 minutes, depending on the case. A video meeting with a behavioural expert can last up to 20 minutes.

Personal data and information about bookings are treated confidentially per the Personal Data Act. We store the vet's notes for the pet’s medical record, just like at a regular vet visit.

FirstVet is unable to do referrals. Please seek advice from your veterinary practice to be referred to a specialist.

You cancel your video call by clicking on "My cases" and then clicking on Cancel. If there are less than 60 minutes left until your booked call, please contact customer service.

Unfortunately, this is currently a service that is unavailable within the UK. All prescriptions can only be written, and amended, by your practice Veterinary Surgeon. If this changes in the future we will advise you.

If you have already spoken to your veterinary practice team about a particular issue, your pet is deemed to be under the care of your practice. In these circumstances we are unable to offer a second opinion. This includes discussing the specifics of your pets diagnosis and any medication they may be taking. We will always recommend you contact your vet in this situation, however we can offer general advice and information which you may find helpful.