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OurVet Complete Care 2.0 FAQs

Got a question in our new Complete Care 2.0 ? Find our FAQs here. If your question hasn't been answered, please use our contact from, our friendly clinic will get back to you.

OurVet Complete Care 2.0 FAQs

 

  1. What is VetChat, when can I use it?
    VetChat is a 24/7 video or chat consultation, it connects you to credible Aussie vets within minutes providing expert advice for your beloved pet. It will be available to all Complete Care 2.0 Members in January 2025

 

  1. How do I use VetChat?
    Once VetChat is launched, we will let you know more how to access VetChat.

 

  1. I’m an existing Complete Care customer, will be affected by the price changes?
    Customers are notified via email on November 18th of the price change. All Complete Care customers will be on the new benefits and pricings on 18th

 

  1. Why have the prices increased for Complete Care?
    We’ve kept our prices the same for as long as we could but after careful review and consideration, we’ve determined that we’ll need to increase them due to inflationary pressures and cost of goods in our clinics.

 

  1. Is there a benefit to paying annually for Complete Care?
    Signing up to an annual payment plan gives you 1 month free! Ask the clinic for more information.

 

  1. Why did you change the retail benefits?
    We’ve updated our pricing at PetO to offer all customers great value and hot prices. As such we’ve had to rework our retail offering in Complete Care.

    These points can be converted into in-store vouchers, making it easier than ever to save on future purchases. For more information - Join PetO Pals Loyalty Program Free Voucher and Discounts!
  2. Why has the vet consultation benefits changed?
    We’ve capped the number of vet consultations from unlimited to 4 per year. This is because we’ve noticed Complete Care customers generally need 4 consultations per year. The benefit of this change is to make vet consultations more readily available for when you need to visit. We’ve also introduced VetChat which is a 24/7 online vet consultation, which you can do from the comfort of your home. If there are questions you are not sure if you need to see a vet, VetChat is a great tool to help with that.

 

  1. What other benefits have changed?
    Since we’ve capped vet consultations to 4 per year, we decided to make nurse consultations unlimited. It’s perfect for when you are unsure if your pet needs to see a vet or to clip their nails.

 

  1. I am an existing Complete Care customer, what if I have already used 4 consults before 18th December?
    For existing customers, the cap of 4 consultations will only come into place from the 18th December onwards. This will not be affected by how many times you have already visited the vet during your current 12 months membership prior to 18th December.

 

  1. I have more questions about Complete Care changes, who do I contact?
    Feel free to reach out to your local clinic if you have any further questions - Find a Vet Clinic Near You – OurVet