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Frequently asked questions
Cancel Ask A Vet: The Right Way
How to cancel Ask a Vet in canada without losing your pet health records
Understanding Ask a Vet and your subscription options
Ask A Vet is a telehealth platform that combines AI-powered veterinary guidance with access to licensed veterinarians across Canada. The service allows you to track your pet's health records, chat with an AI assistant for initial assessments, and book video consultations with certified vets when you need professional advice. You can use the platform on your phone, tablet, or desktop through the app or website.
The platform offers three subscription tiers: a free tier with limited features, Pet Premium at C$24.99 per month, and Pet Family at C$49.99 per month. Each plan includes different numbers of included telehealth consultations and pet profiles. At Yafee, we help Canadian pet owners understand when a subscription serves their needs and when cancellation makes financial sense.
Why pet owners choose to cancel
You might decide to cancel if the monthly fee no longer fits your pet care budget, you prefer in-person veterinary visits, or you find yourself rarely using the telehealth features. Some pet owners also cancel after discovering that their local veterinary clinic offers phone consultations at no extra charge, or after realizing they can access basic health information through other channels. Cancelling a subscription you do not actively use frees up funds for direct veterinary care and preventive medicine.
When keeping your subscription makes sense
Conversely, you may want to continue your subscription if you have multiple pets, live in a rural area with limited veterinary access, or frequently use the after-hours consultation feature. Pet owners with chronic conditions in their pets often find the unlimited AI chat helpful for monitoring symptoms between regular vet visits. Switching plans rather than cancelling altogether might also suit your needs if you want to reduce costs while retaining some telehealth access.
Ask a Vet pricing and plan comparison
Understanding the true value of each plan helps you decide whether to cancel or downgrade.
| Plan | Monthly cost (CAD) | Billing cycle | Pets included | Telehealth calls | Key features |
|---|---|---|---|---|---|
| Free | C$0.00 | None | 1 | Pay-per-use only | Limited AI chat, basic health tracking |
| Pet Premium (monthly) | C$24.99 | Monthly auto-renewal | Up to 2 | 2 included per month | Unlimited AI chat, health tracking, QR ID tag |
| Pet Family (monthly) | C$49.99 | Monthly auto-renewal | Up to 5 | 2 included per month | Unlimited AI chat, health tracking, QR ID tag, priority support |
| Ask A Vet Meds | Variable | Per-order | N/A | N/A | Prescription and OTC pet medications with discounts |
| Pet Premium annual | C$249.90 (billed once) | Annual | Up to 2 | 2 included per month | Same as monthly, saves C$49.98 per year |
| Pet Family annual | C$499.90 (billed once) | Annual | Up to 5 | 2 included per month | Same as monthly, saves C$99.98 per year |
If you own multiple pets and use telehealth regularly, Pet Family delivers better value per pet than Pet Premium. However, if you have checked your app activity and discovered you have not used a single telehealth consultation in the past 60 days, cancellation is almost certainly the right choice financially. At Yafee, we recommend reviewing your usage history before deciding whether to cancel, downgrade, or continue.
Your legal position as a canadian consumer
Your right to cancel Ask A Vet is grounded in Canadian consumer protection legislation and the contract you formed when you subscribed.
Consumer protection act protections in your province
Each Canadian province regulates subscription services through its Consumer Protection Act or equivalent legislation. In Ontario, for example, the Consumer Protection Act, 2002 requires subscription sellers to obtain clear, informed consent before charging you, and to provide a simple cancellation mechanism. British Columbia's Business Practices and Consumer Protection Act similarly mandates that you receive clear terms, billing frequency, and cancellation instructions before your first charge.
Fundamentally, you have the right to cancel at any time, subject only to charges already incurred. No seller can charge you after you have cancelled, and you cannot be obligated to pay for services after withdrawal. Most provinces also grant you a limited right of withdrawal (typically 14 days from purchase) if Ask A Vet failed to provide clear cancellation instructions at the point of sale.
Your legal position
You can cancel your Ask A Vet subscription at any time. You remain liable only for charges accrued up to your cancellation date. Ask A Vet must cease billing you immediately upon receipt of a valid cancellation request. If the company continues to charge you after cancellation, contact your provincial consumer protection agency or your provincial attorney general's office. In Ontario, that is the Consumer Protection Office. In British Columbia, it is the British Columbia Office of the Attorney General. Yafee recommends documenting your cancellation request (timestamp, method, confirmation number) in case you need to dispute a charge later.
How to cancel Ask a Vet: step-by-step instructions
Your cancellation method depends on where you originally purchased your subscription and whether you use the mobile app or web portal.
Cancellation through the Ask a Vet website or account portal
If you subscribed directly through JustAnswer (Ask A Vet's parent company) via their website, you can cancel through your account settings.
- Log in to your Ask A Vet account at the website using your email and password.
- If you have forgotten your password, click "Forgot Password" on the login page and follow the email reset link.
- Navigate to your account settings or billing section, typically found in the main menu or under your profile icon.
- Look for tabs or links labelled "Subscription", "Billing", "Account", or "Payment Methods".
- Locate your active subscription and select "Cancel subscription" or "Manage subscription".
- You may be prompted to select a reason for cancellation (cost, lack of use, preferring in-person care, etc.); select the option that applies to you.
- The system may offer you a discounted plan as an alternative; decline if you are certain you want to cancel.
- Review the cancellation summary to confirm your subscription will end and no further charges will occur.
- Note the cancellation effective date, which is typically immediate or at the end of your current billing cycle.
- Click "Confirm cancellation" or "Complete cancellation".
- You should receive an on-screen confirmation and a confirmation email within 24 hours.
- Save or screenshot your confirmation for your records.
- Retain this documentation for at least 12 months in case a charge disputes occurs.
Cancellation via the apple app store (iOS)
If you subscribed through your iPhone or iPad, Apple manages your billing and you must cancel through App Store settings, not through the Ask A Vet app itself.
- On your iPhone or iPad, open the Settings app.
- Do not use the Ask A Vet app to cancel; Apple's app store controls subscriptions purchased through iOS.
- Tap your name or Apple ID at the top of the Settings menu.
- You may need to enter your Face ID or passcode.
- Select "Subscriptions".
- This shows all active subscriptions tied to your Apple ID.
- Find "Ask A Vet" or "JustAnswer" in the list and tap it.
- If you do not see Ask A Vet listed, confirm you are logged into the correct Apple ID.
- Tap "Cancel subscription" or the bin/delete icon.
- Apple will confirm that your subscription will end at the end of the current billing period.
- Confirm the cancellation by tapping "Confirm" or "Yes".
- You will receive a cancellation confirmation email from Apple within minutes.
Cancellation via google play store (Android)
If you use an Android phone or tablet and subscribed through Google Play, you must manage cancellation in the Google Play app or website.
- Open the Google Play app on your Android device.
- Alternatively, visit play.google.com on your web browser and log in to your Google account.
- Tap the profile icon in the top-right corner.
- On desktop, click your profile icon and select "Manage your Google Account".
- Select "Subscriptions" from the menu.
- On desktop, navigate to the "Subscriptions" tab within your account management page.
- Tap or click "Ask A Vet" or "JustAnswer" in your active subscriptions list.
- If you subscribe to multiple Ask A Vet plans, identify the correct one (Pet Premium or Pet Family).
- Tap or click "Cancel subscription".
- Google will ask you to confirm and may offer retention incentives; proceed to cancellation.
- Confirm your cancellation choice.
- Your subscription will end at the end of the current billing period; Google will email you a confirmation receipt.
Cancellation by written letter (formal method)
If you encounter difficulties cancelling online or wish to create a formal record of your cancellation, you may submit a written letter to JustAnswer's mailing address. This method is particularly useful if you believe the company may dispute your cancellation or if you have a charge dispute.
- Prepare a letter on plain paper or official letterhead that includes the following information:
- Your full name.
- Your Ask A Vet account email address.
- Your account number (visible in your profile or on billing receipts).
- The date you are submitting the cancellation request.
- A clear statement: "I request immediate cancellation of my Ask A Vet subscription effective today" or "effective [specific date]".
- Your contact phone number or email.
- Send the letter via registered mail with tracking (such as Canada Post Registered Mail) to JustAnswer's Canadian mailing address.
- Request a signature-upon-receipt confirmation so you have proof of delivery.
- Keep the receipt and tracking number for your records.
- Allow 5-10 business days for JustAnswer to process your written cancellation.
- Follow up with a phone call if no email confirmation arrives within 10 days.
- Monitor your credit card or payment method to confirm no further charges appear.
- If a charge appears after you have submitted a written cancellation, contact your bank or credit card issuer immediately to dispute the charge.
What happens after you cancel
Once your cancellation is processed, you should understand what access and data you retain.
Immediate access loss and data retention
After cancellation, you lose access to any premium features (unlimited AI chat, included telehealth calls) immediately or at the end of your billing cycle, depending on the cancellation timing. Your account downgrades to the free tier, which allows you to view read-only copies of your pet's health records, but you cannot schedule new telehealth consultations or use the full AI chat. Your pet's medical history, vaccination records, and symptom logs remain stored in your free account for up to 12 months after cancellation; you can export or download this data before your account is fully deleted if you wish.
Refunds and billing cycles
Refunds depend on your cancellation timing. If you cancel during a billing cycle, you receive no refund for the current month because you purchased a full month of access. If you cancel on the same day you were charged, some payment processors (Apple, Google, or JustAnswer directly) may grant a courtesy refund; contact their support team to request one, but do not expect it as a guaranteed right. Annual subscriptions are not refundable in Canada unless the seller failed to provide clear cancellation instructions before your initial purchase, in which case you have a legal right to withdraw within 14 days.
Confirmation and follow-up
After cancellation, you should receive a confirmation email within 24 to 48 hours. This email will state your subscription end date and confirm no further charges will occur. If you do not receive a confirmation email within 48 hours, or if a charge appears after your cancellation date, contact JustAnswer's customer support immediately. At Yafee, we recommend keeping all cancellation confirmations and billing statements for at least 12 months to resolve any disputes with your bank or payment provider.
Common mistakes to avoid when cancelling
Cancellation is straightforward, but several pitfalls can undermine your effort to stop charges.
Deleting the app without cancelling the subscription
Simply deleting the Ask A Vet app from your phone does not cancel your subscription. App deletion removes the app from your device but leaves your subscription active and your payment method on file. You will continue to be charged monthly. Always cancel through your account settings or your app store subscription manager before deleting the app.
Cancelling only through the app portal if you subscribed via apple or google
If you subscribed through the Apple App Store or Google Play Store, cancelling through the Ask A Vet website or app will not work. App store subscriptions must be cancelled through the app store itself (Apple Settings or Google Play app). Conversely, if you subscribed directly through JustAnswer's website, cancelling through an app store will have no effect. Verify where you originally subscribed by checking your confirmation email or your payment method statements.
Ignoring the confirmation email
Do not assume cancellation is complete without written confirmation. Check your email inbox and spam folder for a cancellation confirmation from Apple, Google, JustAnswer, or your bank within 24 hours. If no confirmation arrives, your cancellation may have failed. Log back into your account to verify the subscription status, or contact customer support.
Failing to export your pet's records before full account deletion
While your health records remain accessible in the free account for up to 12 months, it is prudent to download or export your pet's data before cancelling. If you later need these records for a new veterinarian, you will have them on file. Ask A Vet typically offers a "Download records" or "Export data" option in your account settings; use this before your subscription ends.
When to escalate: disputing unauthorized charges
If Ask A Vet continues to charge you after you have cancelled, or if you believe a charge was unauthorized, follow these escalation steps.
Contact Ask a Vet directly
Send an email to JustAnswer's customer support (support email listed in your account or on the website) and describe the unauthorized charge. Include your account number, the charge date, the amount, and the date you cancelled. Request an immediate refund and ask for written confirmation that your subscription is now cancelled and no further charges will occur. Allow 5-7 business days for a response.
Dispute through your payment method
If JustAnswer does not respond or refuses to refund the charge, contact your bank, credit card issuer, or payment provider (Apple, Google, PayPal, etc.) and file a chargeback or dispute. Provide them with your cancellation confirmation and proof of the unauthorized charge. Most payment processors will reverse the charge within 30 days if you provide sufficient evidence.
File a complaint with your provincial consumer protection agency
If JustAnswer continues to bill you after multiple cancellation requests and your bank cannot resolve it, file a formal complaint with your provincial consumer protection office. In Ontario, contact the Consumer Protection Office. In British Columbia, contact the Office of the Attorney General. In Alberta, contact Alberta Justice and Solicitor General. These agencies investigate subscription violations and can compel refunds. Yafee advises keeping all documentation (cancellation confirmations, billing statements, emails) for this process.
Cancellation checklist for Ask a Vet
Use this checklist to ensure you have completed every step correctly.
| Task | Completed | Notes |
|---|---|---|
| Verify where you subscribed (app store or website) | ☐ | Check your confirmation email or bank statement |
| Cancel through the correct method | ☐ | Use Apple Settings, Google Play, or website, not app deletion |
| Screenshot or save cancellation confirmation | ☐ | Required for refund disputes |
| Export or download pet health records | ☐ | Optional but recommended |
| Monitor credit card for future charges | ☐ | Check at least once per week for 30 days |
| Receive confirmation email (within 48 hours) | ☐ | If missing, contact support or file payment dispute |
Alternatives to cancellation: downgrade or pause options
Before cancelling entirely, consider whether downgrading or temporarily pausing your subscription might better serve your needs.
Downgrading from pet family to pet premium
If you own multiple pets but use only two telehealth consultations per month, downgrading from Pet Family (C$49.99, up to 5 pets) to Pet Premium (C$24.99, up to 2 pets) cuts your monthly cost in half. You retain unlimited AI chat and health tracking but reduce the number of pet profiles. This option works if you have more than two pets but primarily monitor two of them. Contact Ask A Vet support to request a downgrade; they will process it within 24-48 hours.
Switching to the free tier
If you want to retain access to your pet's health records without paying, switch to the free tier instead of cancelling completely. Free users can view read-only copies of medical records, track one pet, and use the AI chat with limitations. You lose access to included telehealth calls but retain your account and data. This option suits users who may need the service again later but cannot afford it now.
Seasonal cancellation or pause
Ask A Vet does not currently advertise a formal "pause subscription" feature. However, you can cancel now and resubscribe later if circumstances change (e.g., you cannot afford it this month but expect to in three months). Your records will remain for 12 months, and you can reactivate an account by resubscribing through the same payment method.
Contact information and mailing address
If you choose to cancel by formal written letter, or if you need to escalate a dispute, send correspondence to JustAnswer at the following mailing address:
JustAnswer Inc.
JustAnswer Canada
800 W El Camino Real
Mountain View, CA 94040
USA
For Canadian-specific inquiries, include "Canada" in the address line. Alternatively, contact JustAnswer customer support through the Ask A Vet website or your account portal for immediate assistance with cancellations or billing questions.
Final summary: reclaim your pet care budget
Cancelling Ask A Vet is straightforward when you choose the correct cancellation method for your subscription source. Whether you subscribed through the Apple App Store, Google Play Store, or JustAnswer's website, you now have clear step-by-step instructions to stop the charges and protect your financial information. Remember that you have a legal right under Canadian consumer protection law to cancel at any time, and you are not obligated to pay for services after cancellation.
Document your cancellation confirmation, monitor your payment method for the next 30 days, and escalate to your provincial consumer protection agency if unauthorized charges continue. At Yafee, we have helped thousands of Canadian pet owners cancel subscriptions they no longer use, recovering hundreds of dollars annually that can be redirected toward direct veterinary care, preventive medicine, or other pet health priorities. Start your cancellation today and reclaim control of your budget.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
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