Support

How does it decide how urgent something is?

Two layers. A fixed set of safety rules runs first, on your phone, and sets a floor — a minimum urgency for things like a bloated hard abdomen with retching, breathing difficulty, suspected poisoning, a male cat straining to urinate, seizures, collapse, eye injuries and pale gums. Then the AI reads what you wrote. The AI can raise the urgency. It is never allowed to lower it below the floor.

When a rule overrules the AI, the app tells you so and says it was a fixed safety rule rather than a judgement call. The floor is applied twice — once on your phone and once on our server — deliberately, so a server problem can never quietly make the app less cautious.

It said "emergency" and I think it is overreacting.

The rules are set to be loud on the small number of things that kill animals in hours. They will sometimes fire on something harmless, and we would rather that than the reverse. If it says emergency, ring your vet and describe what you wrote — that phone call is free and takes two minutes.

It said "routine" and I am still worried.

Then ring your vet. Vetted only sees a paragraph; your vet can see, hear and feel your animal. A quiet result is never a reason to ignore your own instinct about your own pet.

Does it work without a signal?

Yes. If it cannot reach our server it falls back to a triage engine built into the app, which applies exactly the same safety floor. Your portion plan, weight log, reminders and records all work offline. Body condition scoring from photos is the one thing that needs a connection.

How many free symptom checks do I get?

Three a month on the free plan, and one pet. Vetted+ raises that to 120 a month — four a day — and adds body condition scoring, the vet report and up to 25 pets. Both are real ceilings; we would rather print the number than say “unlimited” and cut you off. Current prices are shown on the upgrade screen in the app.

It would not give me a body condition score.

That is deliberate. If the photos are not clear enough to judge the waist and the tuck, Vetted says so instead of guessing a number. Retake them from directly above and from the side, in good light, with your pet standing square, and with their whole body in frame.

What happens to the photos I upload?

They are used to produce the answer and then discarded — we never write them to a database. The copies on your phone stay in the app's own folder, not your camera roll, and go when you delete the pet or the app. Full detail in the privacy policy.

Can I add more than one pet?

One on the free plan, up to 25 on Vetted+.

I changed phone. Where did everything go?

Your pets' records live on the device, so they move with an encrypted iPhone backup restore. If you set the new phone up as new, they will not come across. Your subscription does — tap Restore purchases on the upgrade screen while signed in with the same Apple ID.

How do I delete everything?

Settings › Delete everything removes every pet, photo, check, reminder and plan from your phone. It cannot be undone. To have the anonymous server-side rows removed too, email us — see the privacy policy.

The portion size looks wrong for my pet.

Check the weight, age, neutered status and activity level on the pet's profile — those drive the number. If your vet has given you a specific feeding amount for a medical condition, that number wins. Always.