FAQ

Business Hours & Support Availability

What are your consultation and reception hours?

Online Consultations: Monday to Saturday, 7:00 PM – 9:00 PM.
Reception & Support Desk: Monday to Saturday, 6:00 PM – 9:00 PM.

When can I call to book, reschedule, or cancel an appointment?

All phone calls for bookings, rescheduling, or cancellations must be made during reception hours (6:00 PM to 9:00 PM, Monday through Saturday). Requests submitted outside these hours (e.g., late-night messages or calls at 11:00 PM) will be processed during the next business operational window.

Payments, Invoices & Bookings

What payment methods are accepted, and when do I pay?

Payment must be completed at the time of booking using UPI or Debit Card.

What if the reception books the appointment for me?

If our reception team books an appointment on your behalf, you will receive a payment link via WhatsApp/email. You must complete the UPI payment within 30 minutes to confirm and secure your slot. Unpaid slots will be automatically released.

When will I receive my invoice?

Your official payment invoice will be generated and sent immediately to your WhatsApp (and email, if provided) as soon as your payment is successfully completed.

Follow-Up Consultations

Is a follow-up consultation included with my booking?

Yes. Every paid consultation includes one FREE follow-up consultation within 7 days of your initial appointment. This allows the doctor to review your pet's progress or evaluate any newly requested lab reports.

Booking, Notifications & Consultation Details

How do I book an appointment, and how will I receive my details?

You can book through our portal or by calling our support line between 6:00 PM and 9:00 PM. Once payment is complete, your video conference link, booking details, and payment invoice will be sent to your WhatsApp (and email, if shared).

How do I join the video consultation?

Simply click the video link sent to your WhatsApp or email at your scheduled time. Please join 2–3 minutes early.

What if the doctor hasn't joined the call yet?

Please wait a few minutes in the virtual waiting room. Consultations occasionally run over if a previous patient required extended attention. Our team will notify you if there is any significant delay.

Rescheduling & Cancellations

Can I reschedule or cancel my appointment?

Yes, free rescheduling is allowed up to 24 hours prior to your appointment during reception operational hours. Confirmations for cancellations or rescheduled slots will be sent via WhatsApp and email.

What happens if I miss my appointment (No-Show)?

If you miss your scheduled slot without prior notification at least 24 hours in advance, the appointment fee is non-refundable.

Technical Issues & Connectivity

What equipment or setup do I need for the video call?

You need a smartphone or computer with a working camera, microphone, and a stable, high-speed internet connection.

Do I need specialized equipment or a dedicated app for the video call?

No application downloads are necessary. Our secure video engine runs smoothly inside mobile browsers like Google Chrome or Apple Safari. For livestock or cow consults, we simply recommend having a well-lit environment and a reliable 4G/5G mobile connection so you can easily show our doctor the animal’s physical condition via your phone's rear camera.

What should I do if my video call disconnects?

Simply re-click the same WhatsApp or email link to rejoin. If connectivity issues persist, call our reception team at +91 9861 302 051 for quick support.

Preparing for Your Visit

How should I prepare my pet before the call starts?

Please gather the following details before logging in:

Pet's breed, age, and gender
Current weight
Recent body temperature (if measured safely)
Keep your pet in a well-lit area so the doctor can observe them clearly on video.

How do I share my pet's medical records or lab reports?

Upload any recent blood test reports, medical history, or vaccination records via our portal or share them on WhatsApp prior to your call.

Medical Scope, Prescriptions & Regulations

Is an online consultation suitable for medical emergencies?

No. Teleconsultations are designed for non-emergency advice, follow-ups, skin issues, diet guidance, and triage. If your pet shows critical symptoms (collapse, severe bleeding, breathing distress), take them to an emergency physical clinic immediately.

What if my pet's lab reports show a condition requiring restricted drugs?

Diagnostic reports do not replace a hands-on clinical evaluation (such as stethoscope checks or physical palpation). If reports reveal a severe condition requiring restricted drugs, our online doctor will provide interim guidance and issue a Referral Note for an in-person physical clinic visit.

How will I receive my prescription after the consultation?

Following the call, your doctor will issue a digital prescription (E-Prescription) sent directly to your WhatsApp and email.

Is VetSathi connected to a specific laboratory brand?

No. VetSathi is an completely independent, neutral telemedicine platform. We work collaboratively with an independent network of accredited third-party diagnostic providers across Odisha to facilitate premium, stress-free home sample collections for our clients.

Can the online doctor prescribe all types of medications?

No. Per veterinary regulatory guidelines, controlled substances, narcotics, sedatives, and restricted drugs cannot be prescribed online. These require a hands-on physical exam.