We hope to provide you and your clinic with the best support possible during the GoFetch+ wind-down. If you have any questions we haven't already answered, please feel free to email [email protected] and we will do our best to address them. If appropriate, we may also add the question and answer to our list so other users can benefit. Thank you for your understanding.
General Questions
Why are you stopping GoFetch+?
Our entire team worked incredibly hard to create a unique and modern wellness plan experience in partnership with our practice partners. We were ambitious in our vision of combining telehealth, financing, loyalty, and a product for both clinics and members into a new model of care. Unfortunately, we have not been able to grow it as successfully or as cost-effectively as anticipated.
We have reached a point where we are unable to operate the program moving forward and no longer have the resources to continue. We evaluated every option that we could support as a business, and it is very disappointing and difficult news to share about something that we all put a significant amount of time, resources, and passion into. We are truly sorry.
What happens to my membership and how long will I have access to my GoFetch+ plan?
For current members on annual or monthly plans, the GoFetch+ program will remain available until March 31, 2023. However, as of January 10, 2023, existing members will no longer have access to payment plans.
What happens if my pet's plan expires before March 31st, 2023?
Upon the expiry of your pet's GoFetch+ plan, you will no longer have access to the included benefits or veterinary services. Members will not be entitled to a refund for unused services. Please redeem services and rewards prior to your pet's GoFetch+ plan expiry date.
Will I receive a refund? What happens if I am on a monthly vs annual membership?
See Billing, Cancellations and Refunds for more details about each membership type.
Can I still enroll? What about my renewal?
Effective immediately, members will no longer be able to enroll their pets in a GoFetch+ program or renew their subscriptions. Our primary focus is supporting our existing members and clinic partners through the transition process. We will do our best to make this transition as smooth as possible for everyone involved.
Will my clinic offer alternative wellness plans or financing options after GoFetch+?
We recommend you speak directly with your veterinary practice to understand what other options may be available for you and your pet.
Access to Plan Benefits
How long can I access my GoFetch account and are there any expected changes to it?
Our last day of business will be March 31, 2023. Until that date, we will continue to service your account as usual. If you need to make any changes to your account before the end of the program, please get in touch with us at [email protected].
Please note that as of January 10, 2023, members will no longer be able to use Cashless Checkout or enroll in payment plans. However, members will still be able to redeem rewards until the end of the program.
How do I pay for out-of-plan services if Cashless Check-out is removed?
Starting January 10, 2023, your veterinary clinic will no longer be able to process payments for out-of-plan services using Cashless Checkout. Instead, you will need to pay for these services directly with the clinic using cash, credit cards, or other payment methods.
Will I still have access to rewards?
You will be able to earn and redeem your rewards until March 31, 2023. Members will be unable to redeem rewards through GoFetch+ after March 31st.
How do I redeem my rewards?
If you would like to redeem your rewards, please let the clinic know at the time of check-out. They will be able to apply your existing reward balance to your bill. Please note that we are unable to apply rewards to past invoices.
After March 31, 2023, members will no longer be able to redeem rewards through GoFetch+.
Can I still access payment plans for financing my veterinary appointment?
As of January 10, 2023, members will no longer be able to finance the cost of veterinary services using GoFetch+ payment plans.
We ask that members with existing payment plans repay the outstanding balance before the program ends on March 31, 2023. You can make a “One-Time Payment” in the GoFetch+ app. See here for details.
What happens if I have an existing payment plan? What happens if I have a remaining balance after March 31st?
We ask that members with existing payment plans repay the outstanding balance before the program ends on March 31, 2023. You can make a “One-Time Payment” in the GoFetch+ app. See here for details.
Do I still have access to the GoFetch+ app? At what point will I lose access?
Members will continue to have access to their GoFetch+ account until March 31, 2023.
Will I still have access to 24/7 vet support?
Members can continue to use phone or in-app chat vet support until March 31, 2023. Members will no longer be able to access 24/7 vet support after March 31st, 2023.
Can I still donate rewards to my clinic’s Angel Fund?
Yes, you can donate rewards until March 31, 2023, to your veterinary clinic’s Angel Fund to help pets in need.
Will my clinic offer an alternative wellness plan or financing options after GoFetch+?
Your clinic may offer alternative wellness plans or financing options after GoFetch+ shuts down. If you are interested in exploring these options, we recommend speaking directly with your veterinary practice.
Billing, Cancellations and Refunds
Am I entitled to a refund for my GoFetch+ annual membership?
Annual Members
Annual members will receive a prorated refund for services dated after March 31, 2023. For example, if you signed up in December and have been on the membership program for a total of four months as of March 31st, you will receive a refund for eight months. GoFetch will process the refunds directly with you by April 7, 2023.
If you have any questions about your specific refund, please don't hesitate to reach out to us at [email protected].
Am I entitled to a refund for my GoFetch+ monthly membership?
Monthly Members
The last monthly payment for monthly subscribers will be until March 31, 2023. You will receive a pro-rated refund for the last month of your membership. For example, if your billing period is the 15th of each month and your last payment is on March 15th (which would normally cover your plan from March 15th - April 15th), you will receive a 50% refund on the last month based on your billing day. GoFetch will process the refunds directly with you by April 7, 2023.
If you have any questions about your specific refund, please don't hesitate to reach out to us at [email protected].