Telehealth at easyvet Allen & easyvet Frisco FAQ

Interested in booking a telehealth visit at easyvet Allen or easyvet Frisco but have questions? We’ve answered some of our most common questions. Don’t see what you’re looking for? Drop us an email at [email protected]/ [email protected] Our telehealth appointments are powered by HelloRalphie. For technical support regarding your appointment, pet parents can also contact their customer support team at [email protected] or by calling 917-259-0518. 

 

Q: How does a virtual appointment work? 

A: You create an account for themselves and your pet(s) from our website. Once your account has been created, you can schedule appointments and speak with a licensed veterinarian using video or chat.

 

Q: What are examples of issues that can be addressed through an advice appointment?

A: General pet care questions, general medical or husbandry questions, triage or first aid advice, training and behavior questions, questions about diet and nutrition. 

 

Q: Is it possible to receive a prescription? 

A: No, appointments done with our virtual care team are to provide advice to guide you on the best next steps for your pet. If medication is recommended, our virtual care team will advise you to book an appointment at the clinic. 

 

Q: How much do appointments cost? 

A:  An advice appointment (can not result in a prescription) is $35.  

 

Q: How do clients schedule an appointment?

A: Log in to the platform from the clinic’s website.  On the platform, you will 1) select the pet the appointment is for  2) select video or chat 3) click “book now” 4) select time, date and doctor 5) provide information and upload pictures and a video if desired, and 6) process payment. Please note that when it is time for their appointment, you must log back into the platform from easyvet’s website and join via the Appointments tab. 

 

Q: How will I  know that my appointment has been accepted/confirmed?

A:  You will receive an email and a text message with their appointment confirmation and details. 

 

Q: How do I join an appointment? 

A: From easyvet’s website, you should click the Book an Appointment and then click Schedule a Telehealth visit button. Click the URL which will prompt you to log in to your account. Once logged in, you should select appointments (this will be on the top of the web page). From there, you will click on a button that says “Join Appointment.” 

 

Q: What if I am having trouble connecting with the vet, scheduling an appointment, or other technical issues?

A:  Customer support staff are available from 9:00 a.m. to 12 midnight Eastern time to help walk clients through tech problems. You can contact support by logging into the platform and clicking the blue icon on the bottom right corner of the Appointments screen. You can also contact the customer support team at [email protected] or by calling (917) 259-0518. 

 

Q: Can appointments be canceled? How? 

A: An appointment can be canceled by going to the upcoming appointments section and clicking on the button that says “Cancel Appointment.” Please note that appointments must be canceled with more than 12 hours notice in order to receive a refund. You can also cancel appointments by reaching out to Hello Ralphie’s customer support team. You can contact support by logging into the platform and clicking the blue icon on the bottom right corner of the Appointments screen. You can also contact the customer support team at [email protected] or by calling 917-259-0518. 

 

Q: Can appointments be rescheduled? How? 

A: To reschedule an appointment, contact support and someone will change the appointment date/time as needed. You can contact support by logging into the platform and clicking the blue icon on the bottom right corner of the Appointments screen. You can also contact the customer support team at [email protected] or by calling 917-259-0518. 

 

Q:  Will the payment for a canceled appointment be refunded?

A:  A refund will be issued if the appointment is canceled over 12 hours prior to the appointment time, or if the appointment is canceled due to the vet being unable to keep the appointment.  Refunds usually take 4-8 business days to be processed.

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