Frequently Asked Questions

ACCOUNT

1. Who can use Pawlyclinic?

Anyone interested in their pet’s health and wellness can use Pawlyclinic; and any pet with non-urgent conditions is suitable. Pet parents below 18 years old should be accompanied by a parent during the video consultation.

2. I’m not in Singapore. Can I still use Pawlyclinic?

Yes, the Singapore-based vets on Pawlyclinic can still provide teleadvice and teletriage effectively. This is especially useful when it is difficult for you to visit a clinic physically.

3. How do I create an account?

Simply go to www.pawlyclinic.com and sign up in 2 easy steps. 

Step 1: fill in your name and basic contact details

Step 2: fill in your pet’s name and other basic information – sex, species, age, etc. You can add multiple pets if you are a parent to more than one pet!

Post sign-up, you can click on your profile photo on the top right of the page and go to your “Profile”. Next, add and/or edit your own or your pet’s details as needed. Most importantly, don’t forget to complete all your pet details as well as update your address on record as this is where we will be delivering any medicine purchase post teleconsultation.

Once you have made any updates, click the "Save" button and your details will be updated.

Creating an account is free - you will only be charged when you consult a vet or make a purchase on our platform.

4. I did not receive an OTP while signing up. What do I do?

Please check your Spam folder as the email may have gone to spam. If you still do not see your OTP email, you can request for another one once the OTP timer finishes counting down.

5. How can I access my pets’ medical documents on the platform?

To access your pet’s medical history and documents, click on your profile photo on the top right of the page and then “My Appointments” – you will be directed to a page displaying all your upcoming, past and cancelled appointments on the platform. Click on the “Past” tab and then “View Details” of each of your pet’s prior appointments for the summary consultation report, medical prescription and other details.

6. What kind of device do I need to use Pawlyclinic?

You simply need a desktop, laptop, tablet or smartphone that is connected to the internet. We recommend using Wi-Fi if possible.

7. Who can I contact if I am unsatisfied with my experience, service or purchase?

If you are unhappy with your experience or if you have any other questions or concerns, please do not hesitate to contact our Customer Support team at +65 80289932 or support@pawlyclinic.com. We would like to hear your feedback and assist you in any way we can.

VIDEO CONSULTATION

1. Can I choose a vet?

Yes, upon logging into the owner portal, you will see a page displaying all the vets and vet clinics on our platform. There is also a search bar available if you know the vet’s name or clinic name. You can also filter by various other attributes to narrow your search to the most relevant vet(s). Consultation fee will be charged at the rate set by the vet. 

However, if you select “Instant Care” instead, we will assign you the next available vet who is able to treat your pet. If the assigned vet rejects or does not accept the Instant Care request within five minutes, we will make up to 2 more attempts at re-assigning another vet. Consultation fee for Instant Care will be charged at a flat fee of $40.

2. Who are the vets on Pawlyclinic?

All our vets must have a valid veterinary license from The Animal & Veterinary Service (AVS) and extensive hands-on, in-clinic experience. In order to practice on Pawlyclinic, vets undergo a review process to ensure that they are qualified to deliver the best care to pets via our platform.

3. How does a video consultation work?

When you schedule an appointment or request for Instant Care, we will request for a brief description of your pet’s symptoms, any existing medical report, X-rays, prescriptions or other documents and images related to your pet’s medical condition as well as your payment details. 

Please remember to update your address as well as your pet details (in particular, its weight) before booking an appointment.

Once an appointment is booked, it will show up under upcoming appointments on the My Appointments page. At the date and time of the appointment, simply join the video consultation by clicking “Join Now”!

During the teleconsultation, the vet will assess your pet and choose to:

4. What do I need to prepare before the start of the video consultation?

While not mandatory, it is advisable to prepare the following items for the consultation:

5. How can the vet diagnose my pet’s medical condition through a video consultation?

An experienced and qualified vet can still diagnose common non-urgent illnesses during a video consultation. They typically do so by assessing your pet’s medical history, current symptoms and by talking with you.

If the vet feels that your pet’s condition requires further investigation, he or she will advise you to bring your pet to a clinic or hospital for a physical consultation.

Our platform does not cater to emergency conditions; such cases require urgent medical attention at the nearest veterinary hospital or clinic. Our vets are trained to identify urgent cases which are not suitable for video consultations. They will review each case to assess whether it is suitable to carry out the consultation.

6. What happens if the vet determines that my pet’s condition is unsuitable?

Pawlyclinic has a network of established affiliate and partner vet practices to deliver comprehensive in-clinic care to pets.

Hence, if your pet’s condition is not suitable for a teleconsultation, you can simply bring your pet to our affiliate or partner clinic for in-clinic consultation and have the teleconsultation fee offset against the total in-clinic bill if you do so within 48 hours.

Your attending vet will advise you accordingly during the teleconsultation.

7. How do I cancel a scheduled appointment?

You may cancel your scheduled appointment by following these steps: Go to "My Appointments" tab, and under upcoming appointments, click "Cancel" on the top right of the appointment which you would like to cancel.

You will receive a full refund of your consultation fee in 7 business days; and there is no penalty for any cancellation!

However, if you did not cancel your appointment ahead of time and did not show up for the appointment, we will not refund the teleconsultation fee.

8. What should I do if the vet does not show up for our scheduled appointment?

Sometimes vets may have back-to-back appointments and therefore, run late. However, if the vet still does not show up after 10 minutes of waiting, please contact our Customer Support team at +65 80289932 or support@pawlyclinic.com and we will assist you. We apologise in advance if this happens.

9. What should I do if requested for an instant video consultation, but no vets are available?

If there are no vets available at that time, you can choose to book an appointment instead. If you need further assistance, please do not hesitate to contact our Customer Support team at +65 80289932 or support@pawlyclinic.com.

10. How do I pay for the video consultation service?

You can pay online on our platform via all major credit cards, including VISA and MasterCard. 

MEDICATION / LAB TESTS

1. Can the vets on Pawlyclinic prescribe medication?

Our vets can prescribe a wide range of medications. We also offer medication delivery right to your doorstep, within a few hours from purchase. Please note that the address provided in your Profile on the platform is the address where we will deliver the medications to.

2. How do I purchase my medication after the consultation?

After the consultation, you will receive an email with all the post consultation details for prescribed and recommended medications and lab tests (the “Post Consultation Email”). Simply review your medication list and make a payment in the link provided in the Post Consultation Email.

3. What do I do if clicking on the payment link doesn’t work?

There may be certain devices where the payment link fails to work as intended. If this happens, simply copy and paste the link into your browser and you should get directed to the payment page where you can make a payment for your pet’s medications and/or lab tests. If the issue persists, please do not hesitate to our Customer Support team at +65 80289932 or support@pawlyclinic.com

4. When should I expect my medications to be delivered? 

Our delivery schedule is as follows:

Monday - Saturday

If payment is completed between:
10:00am to 1:00pm
1:00pm to 4:00pm
4:00pm to 7:00pm
7:00pm to 10:00am (following day)



Sunday

If payment is completed between:
10:00am to 1:00pm
1:00pm to 4:00pm
4:00pm to 10:00am (following day)
Deliveries on public holidays will be made during the first delivery slot on the following business day.


5. What happens if I am not there physically to collect the medications?

Please ensure you are at home and have your appointment ID# with you when the courier arrives. Otherwise, please make sure someone is at home to collect on your behalf.

For prescribed medication purchases, the courier will have to hand over the medication to the person with the appointment ID#. If there is (1) failed authentication, (2) no person(s) collecting, (3) change in delivery address after medications have been collected by courier, the prescribed medication will be sent back to the clinic of origin. A re-delivery can be arranged at a cost of $20 - please contact our Customer Support team at +65 80289932 or support@pawlyclinic.com to arrange for a re-delivery.

6. What happens if I need to change my medication delivery address after I have confirmed it?

Please contact our Customer Support team at +65 80289932 as soon as possible if you need to change your delivery address, and we will assist you further.

If there is a change in delivery address after medications have been collected by courier, the prescribed medication will be sent back to the clinic of origin. A re-delivery can be arranged at a cost of $20.

7. What happens if the vet requests lab tests for my pet?

The vet will select a partner clinic to send your pet for the lab tests in consultation with you during the teleconsultation, should he or she request them. After the consultation, like the purchase of medications, simply make a payment via the link in the Post Consultation Email and the selected clinic will contact you directly to schedule the tests. 

At the time of your appointment, simply show up with your pet for the tests and wait at the clinic for the results. 

Once the test results are ready, the attending vet at the clinic will interpret them with you and advise you on next steps accordingly. 

Please note that if any further consultation, treatment and/or medication is required, you will be charged separately by the clinic. Should sedation and/or any other course of action be required in order to perform the lab tests on your pet safely, you will also be charged separately by the clinic.

PHYSICAL VISITS

1. How does the physical appointment booking work?

When you schedule an appointment with a clinic, we will request for your preferred time of the day - morning, afternoon, evening or night. Shortly after the appointment request has been submitted following successful payment, you will be informed of the specific appointment time (which will be during your preferred time of the day) via email and WhatsApp.

Simply show up at the clinic at the time of your appointment and avoid unnecessary waiting time!

2. How do the fees work?

At booking of the appointment, you will be charged for only the regular consultation fee set by the clinic on our platform. Depending on the confirmed time of the appointment, additional peak-hour and/or other surcharges for the consultation may be applied separately in-clinic by the clinic. 

Charges for any treatment and/or medication prescribed during or following the physical consultation will also be charged separately by the clinic.

3. Can I cancel an appointment?

You may cancel your scheduled appointment by following these steps: Go to the "My Appointments" tab, and under upcoming appointments, click "Cancel" on the top right of the appointment which you would like to cancel.

You will receive a full refund of your consultation fee in 7 business days; and there is no penalty for any cancellation!

4. Will I get a medical report for the physical consultation?

Similar to teleconsultations, you will find the consultation report for each physical visit booked on Pawlyclinic in the “Past” tab under “My Appointments” when you click “View Details”.