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FAQs

    • About ZumVet

    • What is ZumVet?

      ZumVet provides easy access to affordable veterinary care through video calls and house calls. Animal healthcare is made more convenient though medication delivery and home-based services.

      Modernising pet healthcare, to suit your lifestyle
      We provide convenient access to affordable veterinary advice and home-based animal healthcare:

      - Video consultations
      - Online booking of house calls and home-based services
      - Medication delivery

    • Who can use ZumVet?

      Anyone who is located in Singapore and concerned about the health and wellness of their beloved pet(s) can use ZumVet. However, anyone below 18 years old must be accompanied by an adult during the video consultation and house call.

    • Tell me more about ZumVet's vets.

      All our vets must have a valid veterinary license from NParks/AVS and extensive experience in a clinical setting. In order to practice on ZumVet, selected vets undergo an onboarding process and ongoing education to ensure they are qualified to deliver consistent care via our platform.

    • What kind of device do I need to use the ZumVet platform?

      You can use our web application at www.zumvet.com to book an appointment, access your pet's digital records or consult with our vets. You simply need a desktop, laptop or mobile device (Android/iOS) that is connected to the internet. Where possible we recommend using WiFi for a more stable connection.

    • Appointments

    • How do I make a payment for my appointment?

      You will be required to make a payment in order to submit a booking request through our platform. We accept online payments through Visa or MasterCard.

      Pay only for what your pet needs
      If you are not sure of what your pet needs, we recommend starting with a video call, so that our vet can guide you.

      * The video call fee is not inclusive of your in-clinic consultation fee

    • How can I cancel or reschedule my appointment?

      ZumVet adheres to a 24-hour cancellation policy. Any cancellations with less than 24 hours notice are subject to a cancellation fee amounting to the cost of the scheduled service. Any rescheduling within 24 hours of the appointment time will be subject to a $10 rescheduling fee. For any cancellation or rescheduling requests, kindly email our customer support team at support@zumvet.com with your booking details.

    • Medication & Prescription

    • Can medication be prescribed through the platform?

      During a video call or house call, our vets may prescribe medication to your pet. Our vets will walk you through the treatment plan during the consultation and you will receive an email notification with regards to your prescription. You will be required to pay the cost of the medication to confirm delivery arrangements.

    • Can I purchase medication through the platform?

      Yes, after your consultation is completed, you will have the option to directly purchase medication from our platform, which will be delivered to you within 3 hours of submission.

    • How will my medication be delivered and what do I need to prepare?

      If you have purchased medication through our platform, you should expect to receive your delivery within 3 hours of your order. The person receiving the package should have the Booking ID ready to present to the courier.

    • How do I give my pet the medication?

      Please read the directions on the medication packet carefully and administer the treatment accordingly. If further clarification is needed, please contact our customer service hotline.

      If you would like someone to teach or help with giving medication, ZumVet can arrange for someone to assist you, in the comfort of your home. Speak to us about our home-based services!
       

    • Video Calls

    • Is a video call suitable for my pet?

      Video consults are generally suitable for pet care advice and veterinary opinions for triaging general medical conditions, chronic disease management and behavioural issues. Our vets are extensively trained on conditions that are suitable for telemedicine. If at any time during the call, the attending vet finds that further examination or investigations are necessary, they will advise you on follow-up procedures, which may include a visit to your usual vet clinic or an emergency clinic.

      If you are not sure of what your pet needs, we recommend starting with a video call, so that our vet can guide you.

    • My video call has been disconnected - what should I do?

      If at any time your video call is disconnected, please reload the screen and you will be reconnected to the call. If you are logged out, please sign in again and click into the video link in Active Bookings. If the problem persists, please email our customer support team at support@zumvet.com.

    • What do I need to prepare for a video consultation?

      Please prepare the following items for your video consultation:
      - Past medical record 
      - Weighing scale (if available)
      - A treat for your pet
      - A well-lit area for your pet to be assessed clearly

    • Does my pet need to be present during consultations?

      For both video calls and house calls, we would advise that your pet be present so that our vets can properly diagnose and prescribe a treatment plan if necessary. If you have a general question, our vets can provide advice and guidance without your pet being present.

    • What happens during a teleconsultation?

      A vet will assess your pet via teleconsult and choose to:
      - Provide advice;
      - Prescribe medications/treatment;
      - Recommend referral to a clinic; and/or
      - Recommend a house visit.

      Please note not all conditions are suitable for treatment via teleconsultation, and our vets are dedicated to providing the best advice and care. As such, our vets may sometimes recommend that you visit a vet clinic for advanced diagnostics or treatments. At the end of each consultation, you will receive a summary via your registered email address.

    • What happens if my pet's condition cannot be diagnosed or treated with the video call alone?

      ZumVet has partnered with several reputable general practices and emergency veterinary clinics so that referral for more advanced tests or treatments can be done seamlessly. We can also refer your pet to its usual veterinarian, providing them with the formal medical history and preliminary assessment our vets have obtained from the video call.


      *Please note that for all referrals, costs incurred for further diagnostics, treatment and medication will be charged by the clinic. For referral to non-partner clinics, the usual consultation fee will be charged by the clinic during your visit.

    • House Calls

    • What are the home-based services you provide?

      Our Zumvet team provides:
      - Wellness exams (annual check-up for pets) + routine preventative care
      - Home consultation + physical examination
      - Pet export health certificate physical exam/treatments
      - Microchipping
      - Vaccinations
      - Blood taking
      - Sample collection - fine needle aspirates, skin scraping, ear cytology, tumour impression smears, dermatophyte testing
      - Administration of vaccinations
      - SC infusions
      - SC medications
      - IV infusions
      - Blood glucose monitoring
      - Urinalysis
      - Wound cleaning and dressing change
      - Grooming and hygiene
      - Nail clipping
      - Shaving off fur mats
      - Ear cleaning
      - Shaving/trimming paw fur
      If you have specific requests, do get in contact with us and we would be happy to assist you.