ZumVet abruptly closes, subscribers still charged for subscriptions

Some ZumVet users were charged for subscriptions even after the website stopped working

Singaporean pet telehealth startup ZumVet has abruptly ceased operations, leaving pet owners in the lurch, with some reportedly charged for subscriptions even after the service became inaccessible.

Several affected users told The Straits Times that ZumVet’s app and website stopped working without prior notice, and attempts to contact the company via email and social media channels have largely gone unanswered.

A 42-year-old subscriber revealed that they only realised something was wrong after failing to book consultations or access customer support. Some customers also had to cancel their credit cards to stop recurring charges after being unable to obtain refunds through the platform.

“The website was perpetually down, and then I got charged (S$110) because of that,” lamented dog owner Ron Lin, who tried to cancel his subscription this Sep.

The Straits Times team visited the clinic at Block 416 Ang Mo Kio Avenue 10 on Dec 16 to find the unit cleared out, with a “For rent” sign on its door. A Google search at 11.55AM today (Dec 17) revealed that ZumVet has been listed as “permanently closed”.

ZumVet has not issued a public shutdown announcement at the time of writing, nor clarified how affected customers can recover prepaid fees or outstanding subscription charges.

Vulcan Post has reached out to the Consumers Association of Singapore (CASE) and Dr. Grace Su, co-founder of ZumVet, for additional comments, but has yet to receive a response.

Founders quit Doctor Anywhere to start a telehealth service for pets

ZumVet was first founded in 2019 by Athena Lee and Dr. Grace Su, both former employees of Singapore-based telehealth startup Doctor Anywhere. The startup offered online video consultations with licensed veterinarians, alongside services such as home visits and medication delivery.

In their 2023 interview with Vulcan Post, the founders shared that they aimed to address growing concerns around rising veterinary costs and limited access to timely care by allowing pet owners to triage non-emergency issues remotely.

ZumVet gained traction by operating on a subscription-based model, which promised discounted consultations and ongoing care support: the same model that’s now under scrutiny following reports of continued billing after operations ceased.

In a recent interview with Lianhe Zaobao this Mar, Athena shared that the platform had partnered with 90 online veterinarians and had 9,000 monthly active users. However, The Straits Times reported that a few veterinarians who were initially listed on the website had left between 2020 and 2022.

Veterinarians and veterinary clinics are licensed by the Animal and Veterinary Service (AVS), a cluster of the National Parks Board. AVS assesses all complaints regarding veterinary professional conduct, including seeking private veterinary input where needed.

Dr Charlene Fernandez, the group director of professional and scientific services at AVS, told The Straits Times that the organisation is aware of “the closure of a local online veterinary dispensary, or e-veterinary dispensary.”

She shared that AVS has guidelines in place for operators to provide such services, ensuring the safe supply and delivery of veterinary medications to pet owners. “This would then safeguard animal health and welfare.”

“Potential customers should exercise caution and conduct their due diligence checks and assessment of the services and products for their needs… (They) should always approach licensed veterinarians for advice on pet healthcare,” added Dr Fernandez.

Vulcan Post has contacted AVS for additional comments, but has yet to receive a response.

• Read more stories we’ve written on Singaporean businesses here.

Featured Image Credit: ZumVet, Google screenshot