How do I book a teleconsultation?

Please download Pawlyclinic from the App Store or Google Play and register an account for you and your pet(s).
Thereafter, you can search for the right vet or vet clinic by availability, experience and special interest area. Then, simply choose a time slot and pay online to confirm your appointment!

How much does a teleconsultation cost?

The vets and vet clinics on our platform set their own consultation fee; and it starts from $250 per consultation per pet. When you log into the pet parent portal, you will see the list of vets and vet clinics as well as their respective rates. You can also filter the list of vets and vet clinics by their consultation fee to narrow down to just those who fall within your budget.

Are there vets available now?

The vets and vet clinics on our platform set their own availability for teleconsultations. When you log into the pet parent portal, you will see our list of vets and vet clinics. Simply click on “Schedule” for any one of them and you will see all the time slots at which the vet or vet clinic is available to take your appointment.
You can even filter the list of vets by their availability - today, tomorrow or in the next 48 hours! Kindly note that it is set to the next 48 hours by default.

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 $300.

Who are the vets on Pawlyclinic?

All our vets must have a valid veterinary license from Veterinary Surgeons Board of Hong Kong (VSBHK) 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.

Can the vets or vet clinics on Pawlyclinic treat my pet species?

You will see the list of pet species treated by each vet or vet clinic on our platform when you sign up and log into the pet parent portal. You can even filter the list of vets by pet species to narrow down to just those who are able to treat your pet.

How does a teleconsulation 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.
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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”!
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During the teleconsultation, the vet will assess your pet and choose to:
- Provide advice and triage/diagnose your pet’s condition;
- Prescribe medications/treatment
- Recommend and order lab tests; and/or
- Recommend referral to a clinic.

Is telemedicine suitable for my pet’s health situation?

You can find the list of health concerns and other situations which are good candidates for telemedicine when you scroll down this page:https://www.pawlyclinic.com.hk/our-services
Please note that telemedicine is unsuitable for emergency situations such as loss of consciousness, large bleeding wounds, breathing difficulties, motor accident involvement, fall from height, etc. If it is an emergency, please take your pet to see a vet in-person right away.

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:
- Existing medical report(s) (if not already uploaded during scheduling of the appointment)
- Weighing scale (if available)

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.

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 an in-clinic consultation and have the teleconsultation fee offset against the total in-clinic bill if you do so within 48 hours. Please note that after-hours surcharge for the teleconsultation, if any, would not be offset against the total in-clinic bill.Your attending vet will advise you accordingly during the teleconsultation.

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.

Can I reschedule my appointment?

You may reschedule your teleconsultation appointment by cancelling the current one and then rebooking it at your new preferred time. You will not be charged for the cancelled appointment if you cancel it ahead of time.

The vet has cancelled my appointment! What should I do?

We regret that the vet has cancelled your appointment - this usually happens when they have an unexpected scheduling conflict arising from their in-clinic duties. Please be assured that you will not be charged for the cancelled appointment - the refund will be processed within 7 business days. 

We hope that we have not lost the chance to serve you and would like to encourage you to rebook an appointment with one of the other vets or vet clinics for the same timing or with the same vet or vet clinic at a later time.

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 +852 5610 3209 or support@pawlyclinic.com and we will assist you. We apologise in advance if this happens.

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 +852 5610 3209 or support@pawlyclinic.com.

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.

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.

How do I purchase my medication after the consultation?

After the consultation, you will see the prescription under Recent Appointment(s) on the Home dashboard in your pet parent app once it is ready. You will also 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 pet parent app.

When should I expect my medications to be delivered?

Our delivery schedule is as follows:
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Monday - Saturday
If the payment is successfully received before 4:00 pm, it will be delivered on the same day.
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Sundays and public holidays
‍It will be delivered on the following business day.

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 $200 - please contact our Customer Support team at +852 5610 3209 or support@pawlyclinic.com to arrange for a re-delivery.

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

Please contact our Customer Support team at +852 5610 3209 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 $200.

How do I obtain a long-term prescription on Pawlyclinic?

Step 1: Book a teleconsultation and let us know you would like to obtain a long-term prescription when providing your pet’s symptoms. Upload and provide your pet's existing prescription(s) and if available, medical history.You can obtain a long-term prescription for prescription diets, medications, supplements, preventatives or any other Rx products that you need for your furkid.
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Step 2: The vet will review the case during the teleconsultation and provide a long-term digital prescription on Pawlyclinic.
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Step 3: You will be notified once the prescription is ready, and be directed to make a purchase. Add the products to your basket and pay seamlessly on the app. You can choose to purchase your entire prescription balance or just buy what you need now and return later on to refill the prescription.
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Your prescription can be refilled anytime on the app so long as it is valid. You’ll find all your active prescriptions under Prescription(s) Refill on the Home page of the app.

How long is my prescription valid for? How many times can I refill the prescription?

The attending vet can issue a prescription that is valid for up to 12 months from the date of issue and will indicate how many refills are allowed on each prescription.
 
The prescription is therefore valid for up to 12 months or till all the refills have been purchased, whichever is earlier.

How can I check whether Pawlyclinic offers the Rx product that I need?

We offer a wide range of Rx products such as prescription diets, medications, supplements, preventatives, etc. Even if we do not sell the particular product or brand that you have in mind, you can be sure that we carry other alternatives. All of our products are specially curated by our Chief Veterinary Officer.
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If you would like to confirm if we carry a particular product, simply email us at support@pawlyclinic.com or message us on WhatsApp at +852 5610 3209.

When will my prescription be delivered each time I refill it?

Our delivery schedule is as follows:
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Monday - Saturday
If payment is completed between 10:00am to 5:00pm, we will deliver in 4 hours from the time of payment.
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Deliveries on Sundays and public holidays will be made during the first delivery slot on the following business day.

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!

What DO I DO IF THE VET CLINIC REJECTS MY APPOINTMENT REQUEST OR CANCELS MY APPOINTMENT?

We regret that the vet has rejected your request or cancelled your appointment - this usually happens when the clinic's schedule is full at your preferred time of the day or they have an unexpected scheduling conflict arising from their in-clinic duties.

Please be assured that you will not be charged for the cancelled appointment - the refund will be processed within 7 business days.

We hope that we have not lost the chance to serve you and would like to encourage you to rebook an appointment with one of the other vet clinics for the same timing or with the same clinic at a later time.

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.

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!

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”.