Frequently Asked Questions

Nova Vet Family is the premier one-stop partner for veterinary clinics, offering a subscription-based platform that delivers advanced clinical tools, targeted business management support, and a transformational suite of professional development solutions. By enhancing and streamlining clinic operations, Nova Vet Family enables veterinary teams to grow, thrive, and deliver truly world-class patient care—without compromising their independence.

As a clinic, you pay a monthly-subscription fee to become a Nova Vet Family Member Clinic. There are three membership plans—Essential, Advance, and Platinum—and each plan adds additional value. In summary, being a member grants you three broad benefit categories:

• Solutions which are included in your membership plan. These are tools and services which you can use as soon as you subscribe, at no extra cost.
• Discounted access to solutions to our third-party partners. These are tools and services to which you don’t immediately have access, but you pick and choose which ones you want based on the needs of your clinic—and pay at the best-possible discounted rate. In most cases, all membership plans get access to the same discounted rates.
• Joining Nova Vet Family means you’re part of an exclusive community that benefits from early announcements on new solutions, priority access to upcoming innovations, and regular portfolio updates. Many of our partners also offer extra perks—at no additional cost—such as rotating exclusive webinars and online access to clinic information kits on key disease topics.
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We are headquartered in Dubai. However, our member clinics and partners span multiple regions, reflecting our commitment to providing globally recognised solutions tailored to local needs.

Nova Vet Family has been created by Veterinarians to support veterinary professionals. As practitioners, we have experienced the challenge to adapt our practices to a fast evolving environment and effectively leverage new technologies such as digital and artificial intelligence. As a single clinic, these changes require enormous effort and the cost to fail is very high. Therefore, we came up with the idea to mutualise the effort and to leverage scale by creating Nova Vet Family, the premier one-stop partner for veterinary clinics, offering a subscription-based platform that delivers advanced clinical tools, targeted business management support, and a transformational suite of professional development solutions.

Our solutions are chosen, developed, and curated with minimal disruption in mind. We integrate advanced technology and support services in a way that complements your existing processes. This approach allows you to adopt new tools without a steep learning curve or overhauling your current workflow.

Not at all. Nova Vet Family is designed to preserve your unique clinical practices while providing additional resources. You retain full control over your clinic’s operations and decision-making. You will receive no special rules or regulations by joining us. We simply offer solutions to enhance efficiency and improve care without compromising your autonomy.

Nova Vet Family is available globally. We’re convinced our platform meets a universal need in every clinic and are committed to expanding our reach as quickly as possible.

Data security is our top priority. Nova Vet Family’s portal, in-house solutions, and back-end infrastructure are built and maintained by our development partner, a leading French Health-Tech firm based in Paris. This ensures our data security protocols are of the highest standards and fully GDPR compliant. Your data is stored on secure servers, and access is tightly controlled. We continuously monitor and update security protocols to keep your information safe.

We respect your privacy. We do not reveal membership of a specific clinic without your specific consent. You can choose to share or remain anonymous within the network based on your preferences.

Not at all. There are some cases where integration will make things run a bit smoother, but overall our tools are specifically chosen or built to run separately to a standard clinic PMS—and yet include innovative features to make sure your PMS is fully up to date with a patient’s information. Long story short: what PMS you use will have no bearing on the impact of Nova Vet Family solutions.

Simply contact us through our website form or email. One of our Business Development Managers will reach out as soon as possible via your preferred communication channel. We’ll answer any additional questions and guide you through choosing the subscription plan that best fits your clinic’s needs.

The onboarding process is extremely easy, and really depends on which solutions you are most excited to use. We start by making sure you can log in and access the portal, and then have a brief assessment to understand your workflow and needs. Finally, we’ll show you the solutions you’re interested in, and their associated demos. In most cases, that’s all that’s needed and clinics take off from there! Should you need more support at any time, our team remains on standby to answer any questions.

Beyond the core solutions, members receive discounts on additional services, access to industry expertise, and regular updates on new tools. To maximise your subscription, we recommend scheduling periodic check-ins with our team to explore upcoming features and discuss best practices.

• For Nova Vet Family's platform, in-house solutions, or general inquiries:
  • Our support team is reachable through WhatsApp, email, phone, and contact form. We aim to respond to all non-urgent queries within one business day. 
  • Our hours of phone operation are Monday - Friday, 9:00 - 18:00 (GST)
    • If you require urgent assistance outside of these hours, please send a WhatsApp or email. We do monitor these outside of office hours, and will aim to respond as quickly as possible.
• For questions to our partners, or issues with their solutions:
  • You can still contact Nova Vet Family for issues with partner solutions, and we will try to help.
  • However, depending on the issue or question, it may be that you need to contact the partner directly for assistance. We have all partner support contact on hand, so can help you with this.

• Included solutions are those—depending on your membership plan—which are available immediately once subscribing, and at no extra cost. 
• “Discounted rate” solutions are tools and services from our partners to which you don’t immediately have access, but you pick and choose which ones you want based on the needs of your clinic—and pay at the best-possible discounted rate. In most cases, all membership plans get access to the same discounted rates.

Our solutions are designed to cater to nearly all aspects of clinic operations—from clinical and business support tools to our range of professional development and industry solutions. This also means our solutions elevate all members of clinic staff: there are many tools which will help your receptionists and practice managers as much as your vets and nurses.

We thoroughly research each potential partner’s quality, reliability, track record, and cost before adding them to our platform. In most cases, one of our team has personally used the service as well. Finally—even though partners are based around the globe—each specific solution is assessed to make sure it will function appropriately in our specific region.

Yes, we do. While we partner with top industry providers, we also develop our own tools in-house through our French Health-Tech development partner based in Paris. This ensures we can fill any gaps in the market and deliver solutions built specifically for the needs of our member clinics. For instance, our AI-Powered Clinical Assistant, VetifyPro is an incredibly impactful new tool on the market, available exclusively to Nova Vet Family members.

Absolutely. We continuously seek out and evaluate emerging technologies, responding to evolving demands. When we find high-quality solutions that align with our values, we will introduce them to the platform so members can stay ahead of the curve.

Nova Vet Family operates on a simple monthly subscription model, with three plans. Refer to our Membership page for all the details.

Nova Vet Family supports two payment options:

• Monthly Direct Debit - This is our preferred and simplest option. Simply set up direct debit from your card of choice, then our fee is withdrawn automatically each month.
• Cheques (One year, post-dated quarterly) - If Direct Debit is not an option, you may also provide four cheques one dated immediately, and 3 post-dated in quarterly intervals. Thus one-year of fees in total. This does not mean you are locked into a one-year commitment. While we cannot refund proceeds from a cashed cheque, rest assured that if you cancel your subscription, any remaining uncashed cheques will be voided.

For the Direct Debit option, it is a monthly subscription, so the minimum term is one month. For the cheque options, the minimum term is three months (once the cheque is cashed).

For the Direct Debit option, simply cancel anytime to end your subscription. There are no hidden terms or fees. For the cheque option, while we cannot refund proceeds from a cashed cheque, rest assured that if you cancel your subscription, any remaining uncashed cheques will be voided.

You can request a plan change at any point. Our support team will guide you through any pricing adjustments, and your new plan benefits will become active once the billing cycle updates.

• The Advisory Board is a panel of selected vets and vet clinic owners from Nova Vet Family Platinum plan clinics. This board will meet quarterly, and provide assistance to Nova Vet Family such as:
  • Feedback on current solutions and how they work.
  • Advice on new solutions on the market and their feasibility.
  • Requests for solutions to fill current gaps.
• Overall, the Advisory Board functions as an essential aspect of Nova Vet Family, ensuring the voices of actual members of actual clinics are heard—loud and clear.

There is no question that generative AI is changing veterinary care with incredible speed. From offering real-time, case-specific assistance that adapts to each patient’s unique needs to transcribing and transforming an entire conversation into various alternative outputs, the impact AI will have on patient care is enormous. And the field is just in its infancy. Rest assured that Nova Vet Family will continuously be on the lookout for the newest AI-powered tools that make real impact in order to add them to our portfolio for our members.

Yes. The current focus is on a rotating webinar schedule. This will quickly move to in-person roundtables and regional events that let you connect with other member clinics if desired. Sharing successes and challenges can spark innovations and strengthen the community.

Currently, the Nova Vet Family portal itself and our in-house solutions are browser-based only. However, many of our partners allow mobile-friendly use.