Frequently Asked Questions

About Joii

What is Joii?

​Joii is an app that you can download on Google Play or the Apple Store for your smartphone. Once you have registered, you will be able to speak to experienced vets and veterinary nurses online, purchase products and treatments and access free advice. Customers may find this app more affordable and accessible than booking an appointment at a local veterinary practice.
 

Who can use Joii?

You need to be 18 or older, live in the UK and have a valid email address to use Joii.
 

Can I use Joii in an emergency?

​The Joii app consultations and symptom checker feature should not be used in urgent, life threatening situations. Joii does have a vet finder that can help you locate your nearest veterinary practice.
 

How does Joii use Artificial Intelligence (AI)?

All the information and pictures about your pet’s problems are used to train our cutting-edge AI, allowing us to offer more accurate and cost-effective care for your pets.
 

Can I see my own vet or nurse from my usual veterinary practice, through Joii?

No. Joii is designed to give you access to an online consultation when you may not be able to get to your usual veterinary practice. Whilst the Joii vets and veterinary nurses won’t be from your usual practice, they will be fully registered with the Royal College of Veterinary Surgeons (RCVS) and, with your permission, can request access to your pets’ medical records should they need them.
 

Are Joii vets and nurses qualified?

Yes. We are extremely proud of our highly qualified and skilled veterinary surgeons and nurses, all whom are registered with the Royal College of Veterinary Surgeons. Our clinical team is led by the president of the British Veterinary Dermatology Study Group.
 

Who do I contact if I have any technical problems using Joii?

If you are having any problems accessing or using the Joii app, please email us at contact@joiipetcare.com. We will respond to your problem within 48 hours.

Consultations

What happens after a consultation with a vet or veterinary nurse?

​Following a consultation with a vet or nurse, you will receive a treatment plan for your pet which you can locate within the Your Treatment Plans section within the app. Any recommended products or treatments can be ordered through the app. We aim to deliver these within 48 hours, however delays may occur depending on time of day the order was placed. Any follow-up appointments will be booked during your consultation.

Will my own vet know about my pet’s treatment through Joii?

With your permission we can share your pet’s clinical notes with your own vet so that all your pet’s treatment is joined up.

How do I attend an online consultation?

You can start an online consultation by choosing a video call with a vet or a video call with a nurse, through the Joii app. Once you have chosen, you can follow the on-screen steps until you come to the online waiting room, where our vet or nurse will notify you when your consultation is ready to start. You will be informed of any waiting times. Please ensure your pet is with you.

Currently, we are unable to offer booked appointments unless it is for a follow up appointment or a referral.

How much are Joii consultations? 

The symptom checker and nurse consultations are free. Vet consultations are £24 and are available 24/7.

In addition, we currently offer dermatology and behavioural referrals for £95 for first consultation, and £50 for follow ups (typically these types of consults are at least £250 in a traditional referral setting.

Can I see the same Joii vet or nurse each time?

If a Joii vet or nurse schedules a follow up consultation, it can be arranged to speak to the same vet or nurse again. We cannot guarantee you will see the same vet or nurse for new conditions. However, all our vets and nurses have access to your records and will be able to see what others have advised and planned for your pet. Soon you’ll be able to book appointments through the app and choose which vet or nurse to speak to.
 

Can Joii do house visits?

Joii is an online service only. If one of our vets recommends you visit a practice, they can help you find your nearest practice, if you do not have one already.

When shouldn't I use Joii?

If you think your pet has an urgent, life threatening situation, we would advise that you contact your usual veterinary practice straight away. However, if you are unsure if it is a life-threatening situation or it is difficult to get to your usual vet, you can still speak to one of the Joii vets.

If you do not have a usual vet practice or are away from home, you can use the Joii app vet finder to help you locate your nearest veterinary practice.

What if my pet needs to go to a traditional vet practice following a consultation?

Our vets and nurses will recommend whatever is in the best interest for your pet at that time.

Can a vet examine my pet online?

Yes, a lot of examinations can be carried out effectively online. Sometimes it’s actually better to see your pet relaxed in their own home environment. However, if for any reason your pet needs an examination face to face, our vets and nurses will let you know and will help you find a vet near you.
 

What time are online consultations available?

​Our vets are available online from 24/7. If you have been scheduled a follow up appointment and are unable to make it or need to change it, ​please email us at hello@joiipetcare.com.
 

Do I need to de-register at my own vets to use Joii?

Absolutely not. Joii is a service which supplements your current vet service, to give you better access to amazing vet care, when you need it. You can continue to use Joii and your traditional vets.
 

How do I know if I need to speak to a vet rather than a nurse?

You’ll always need to speak to a vet if your pet is ill or needs treatment. Our vets can offer a full remote examination, offering advice and treatment, should your pet become unwell.
 
Our nurses are available for all preventative health care advice, including flea control and worming, weight and diet, dental and clinics for when you get a new puppy or kitten. Nurses are also able to help you following routine surgery or to complete a senior health check for older pets. If one of our nurses feel that your pet should be examined by a vet, they will advise you of this and will guide you through the process.

Ordering Products

Will I be able to get medication for my pet through Joii?

Our vets are not able to prescribe medication remotely. Our vets are able to recommend hundreds of non-prescription products to help treat your pet for non-emergency situations. You will be able to order these through the Joii app and they will be delivered to your door.
 

Who do I speak to if I have questions about any products or medication purchased through Joii?

You can ask any questions through an online consultation with a nurse. They may already have access to your notes and will be able to help you. If you have used any medication as directed and not seen any improvement you can discuss this during any follow up appointments scheduled through Joii.

Alternatively, you can email us at hello@joiipetcare.com.
 

How long do orders take to arrive?

Orders placed before 2pm Monday to Thursday, are dispatched the same day and will arrive via courier within 48 hours. Orders after 2pm will arrive within three working days. If you do experience any delays, please contact our customer service team at contact@joiipetcare.com
 

How much is delivery?

There is a fixed price of £4.20 for orders up to 25kg order through the Joii app, which includes ​packing and dispensing​. There is only one charge for delivery if there are multiple products or medication ordered at the same time.
 
If you order on the website, orders are £2.99.
 

How do I return orders?

For unused or unopened products, returns are assessed on a case by case basis. Please email contact@joiipetcare.com and our team will be able to look into your specific case.

Laboratory

I purchased a laboratory test, what happens now?

Your request will notify a member of our clinical team and they’ll instruct the lab to send you a test for the next working day. The test will have instructions on what to do next, including a free returns envelope to post your test back to the lab. If you need any further guidance you can have a video call with one of our veterinary nurses.

How long do I wait for test results?

​The length of waiting time will depend on the type of test. If you have any concerns or questions about the length of time, please email us at ​hello@joiipetcare.com​ ​or speak to one of our nurses.

Dermatology Referrals

How does an appointment with a dermatologist work?

If one of our Joii vets or nurses refer your pet for a dermatology specific appointment they will arrange an appointment with the dermatologist at a date and time that suits you. They will also talk you through what you’ll need to do before the appointment.
 

How much does an appointment with a dermatologist cost?

Joii currently offers dermatology consults for £95, and follow up appointments for £50.

How do I order more of my products if I run out?

Simply press on the main menu and choose consultation history. Select the consultation where you were recommended the products and add the products you want into your basket. You will be unable to reorder prescription medication from your archived treatment plans. As of April 2021, we are no longer providing prescription medication remotely via Joii.

I have a referral appointment with Joii. Will I be charged if I miss my appointment?

Yes, unless you notify us at least 24 hours before your appointment. If you are unable to attend an appointment or need to change it, please email us at hello@joiipetcare.com.

Behaviour Referrals

How do I book an appointment with a behaviourist?

Just like dermatology referrals, if one of our Joii vets or nurses refer your pet for a behaviour specific appointment they will arrange an appointment with the behaviourist at a date and time that suits you. They will also talk you through what you’ll need to do before the appointment and how to confirm your appointment by paying through the app.
 
 

What happens in a behaviour consultation?

Videos and further information will be requested prior to the appointment.The behaviourist will discuss what you are experiencing in detail with you, take a history, ask questions and observe your pet. They will give you an explanation about why your pet may be behaving in the way they are and identify priorities for the treatment plan. You will receive a treatment plan via the app and there will be an opportunity to book follow ups if further coaching is required.

How much does an appointment with a behaviourist cost?

Joii currently offers behaviour consults for £95, and follow up appointments for £50.

I have a referral appointment with Joii. Will I be charged if I miss my appointment?

Yes, unless you notify us at least 24 hours before your appointment. If you are unable to attend an appointment or need to change it, please email us at hello@joiipetcare.com.

Are Joii's behaviour team qualified?

Ethics statement: Joii’s Animal Training & Behaviour service

The Animal Training & Behaviour service is overseen by Certificated Clinical Animal Behaviourist Natalie Light. Staff that deliver the training and behaviour service to clients are experienced and qualified professionals that adhere to the strict code of conduct set out by the Animal Behaviour & Training Council. This code relates to:

•Professional competence  
•Honesty and integrity  
•Independence and impartiality  
•Client confidentiality and trust  
•Professional accountability


The welfare, wellbeing, emotional and physical health of the animals that the team work with are at the forefront of the behaviour and training advice that is provided to clients. Specifically, this means that the team use science-led, compassionate, effective and non-punitive methods to manage and modify behaviour. The training and behaviour plans provided by Joii are not based on positive punishment methods involving the creation of fear or pain.  

Pricing and Payment

Is the Joii app free to use?

It is free to download and register. In the app, the symptom checker and nurse consultations are free.

Vet consultations are £24 and are available 24/7.

In addition, we currently offer dermatology and behavioural referrals for £95 for first consultation, and £50 for follow ups (typically these types of consults are at least £250 in a traditional referral setting).

What payment methods do you accept?

All major credit cards and debit cards.

I’ve been issued a refund. How long will this take to reach my bank account?

Once a refund has been issued, you will receive a confirmation email and the refund should appear in your bank within five working days. If this has not happened, please email us at hello@joiipetcare.com.

Will I be charged for a longer consultation?

No. Whilst most of our consultations are completed in about 15 minutes, they take as long as they need to.

How do I pay for a consultation with a vet?

Consultations are paid for via debit or credit card. You will be asked to enter these details into the Joii app, just before your appointment.

Accessibility

Do I need a smartphone to use Joii?

The Joii app is available on smartphones. Your device will need to have a webcam and a microphone. You’ll also need to ensure that you have a good internet connection. The Joii app may not work on older devices. Minimum requirements are: For iOS: compatible with Apple iOS 10.0 or later. Compatible with iPhone and iPod Touch. For Android: compatible with Android 6.0 or later.

Can I access Joii if I am not in the UK?

No. The app is currently only available in the UK.

How do I unsubscribe from Joii emails?

Our vets and veterinary nurses may send you emails regarding any appointments and consultations. These emails are sent to help you care for your pet. If you no longer wish to receive any marketing emails from Joii, you will be able to unsubscribe from these using the unsubscribe link at the bottom of any marketing emails.

What do I do if I forget my Joii password?

You can select ‘Forgot password’ from the app sign in page. You will then receive an email to help you reset your password.

Symptom Checker

What is the symptom checker?

This is our free tool created by RCVS UK registered vets and nurses, for pet owners to use when they have a problem with their pet. Using the symptom checker will help you decide what the best course of action is for you and your pet, which may save you from any unnecessary vet visits or costs.

The symptom checker has recommended that I visit a traditional vet practice. Can I still contact a Joii vet?

If our symptom checker recommends that you take your pet to a traditional vet practice, then it is likely that our vets think this is the best option for your pet, based on your answers.
 
You are still welcome to contact one of our Joii vets, however, we are unable to refund any consultation costs, should our vets still recommend you visit a traditional vet practice.

How much does the symptom checker cost?

The symptom checker is completely free to use.

The symptom checker has asked me to upload photos. Will the vet see these?

Yes, the vet will use your pet symptom checker data to help make a diagnosis and decide the course of treatment for you pet. Images are really important to enable our clinical team to see what the issue looks like and learn from them for future diagnosis.

Do I have to upload my own images into the symptom checker?

It is important to upload your own images into the symptom checker to ensure that the vet can see clear images regarding the problem your pet may have. Close up, still images are easier to study should the symptom checker refer you to a vet or veterinary nurse.