Help

Kuddly Basics

What is Kuddly all about?

Kuddly is a revolutionary approach to pet care, giving pet owners direct, affordable, and easy access to veterinarians around the world. You can log in, find a vet, and ask any pet care related questions effortlessly. What are you waiting for? Let’s get started right meow!

Is Kuddly trying to replace my current veterinarian?

Kuddly is not meant to replace your current veterinarian or your regularly scheduled clinic appointments. Kuddly’s mission is to provide you with access to licensed veterinarians when you need them the most: late hours, while traveling, weekends, holidays, rural areas, or to get a second opinion on pricing and treatments.

How do I begin a mail conversation?

The mail system is our app’s own built-in messaging system. The mail thread is composed of 3 stages:

First Question, Free Question, and a Half-Price Question.

First Question: You can send a very detailed question to a veterinarian of your choice. The vet will have 24 hours to respond to your concern.

Free Question: Once you receive your veterinarian’s answer, you can send a follow-up question for free within 24 hours of receiving the reply before you rate and review the veterinarian.

Half-Price Question: You can send an additional question, paying half of the original price, within the week after receiving the doctor’s reply or immediately after you rate and review the veterinarian.

For each mail you send on Kuddly, the veterinarian will have 24 hours to either reply with an answer, or decline the message with a valid reason. If the vet doesn’t reply to the message within 24 hours, or the vet declines the message, you will be refunded.

To get a quality answer from the veterinarians, include your pet’s history and make your questions as detailed as possible.

How do I have real-time conversation or chat with a vet?

You can talk to veterinarians instantly using text chat. Choose a veterinarian that is right for you, whether it’s by specialty, language, price, or name. Sessions are 12 minutes long, but additional time can be added by the veterinarian at his or her own discretion. You may upload photos or voice notes during your session to provide more information.

How do you verify the veterinarians?

We are very strict about the verification policy for veterinarians. We apply in-house processes and third party verification services to validate professional licenses with the respective professional boards. We focus on ensuring that you are talking to a veterinarian who is licensed and capable of answering concerns and questions about your pets.

Kuddly, however, cannot warrant or guarantee the legitimacy of the credentials or identities of the provided credentials of the professionals. You acknowledge that Kuddly will not be liable for any loss or damage caused by your reliance on any information or content contained in sessions.

How do we recruit veterinarians?

Veterinarians on Kuddly do not work for Kuddly, but rather join our network. Certified/Licensed veterinarians in good standing, are freely welcome to join Kuddly. In fact, you can recommend your vet join Kuddly as well so you can have access to them while you travel! Vets are publicly displayed on our app once they complete our verification process and are officially approved.

What countries are Kuddly veterinarians located in?

Presently our veterinarians are located in 6 countries. Here is a list of the countries our veterinarians currently reside:

• Australia
• Brazil
• India
• Mexico
• Philippines
• Poland
• Spain
• United Kingdom
• United States
• Vietnam

What is a Response Rate?

The Response Rate is cat-culated based on the most recent responses of veterinarians in the past 90 days. If they do not respond to mail within 24 hours, miss or decline a chat request, their Response Rate will be lowered.

The minimum number of responses for cat-culating the Response Rate is 10 sessions. Otter-wise, this rate will appear as N/A.

How old do I have to be to use Kuddly?

We understand that your love for pets has no age limitations, However, you must be at least 17 years old to use Kuddly.

How to Use Kuddly

How do I choose a veterinarian?

You can search for a veterinarian by specialty, name, country, language, or even price. You can also type in keywords like: dental, skin, etc… to search for vets.  Use the veterinarian’s profile, ratings, reviews, and response rate so that you can make an informed decision, and know what to expect.

Veterinary specialties on Kuddly:

•       General/Wellness Care
•       Internal Medicine
•       Dentistry
•       Surgery
•       Orthopedics
•       Behavior
•       Dermatology

What can I ask a vet about on Kuddly?

You can ask Kuddly veterinarians any kind of question, or share any type of concern you may have about your beloved pets, with the exception of emergency situations as noted below. Ask Kuddly veterinarians about dietary needs, dental health. exercise routines, or behavioural concerns, to name a few.  Get second opinions on treatment plans and prices, or use our app to find new veterinarians.

If your pet is experiencing a medical emergency, please take your pet to the nearest veterinary hospital.

If your pet has ingested a toxic substance the Animal Poison Control Center can help before and during your visit to the vet hospital if your pet has consumed a toxic/poisonous substance.

How do I contact a veterinarian?

After you’ve chosen your veterinarian, you can use our chat or mail system to connect. You’ll have to fill in your pet’s details, and pay the session fee to send your message.

Chat sessions will allow you to receive more detailed and customized advice through instant text chat.

If you send mail, your veterinarian will have 24 hours to reply to your concern. Then you’ll be able to send a follow-up question for free (only if you do not first rate and review the veterinarian) and afterwards, a half-price question for the next 7 days. 

How much information should I give the veterinarian?

Be sure to enter as much information as possible, including all of your pet’s history, conditions, allergies, foods and daily routines that are needed to help Kuddly veterinarians understand your concern.

How do I cancel mail sent to a veterinarian?

Once you send mail to a veterinarian you can not cancel the request.

What happens if my mail expires?

If your mail expires, your credits will be returned to your balance so that you can contact another veterinarian.

Why didn’t the veterinarian respond to my chat request?

Lots of Kuddly veterinarians have physical vet practices outside of Kuddly and sometimes furry situations arise. Make sure to check and consider the vet’s response rate when requesting chat.

How do I rate and review a veterinarian?

After receiving your veterinarian’s response through mail or chat, you are asked to rate and review the veterinarian. Your feedback is key to help other consumers make a wise decision. The veterinarian can also reply to your review.

Note: If you rate and review your veterinarian you will cancel your free follow-up question and immediately enable the half-priced question.

How do I change or remove a review after submitting it?

Once you leave a review for a veterinarian, you will not be able to modify or remove it.

How can I invite my friends to join Kuddly?

iOS: Tap “More” > “Invite Friends” > Select “Email Invite” or “Text Invite”

Android: Open the menu drawer > Tap “Invite Friends” > Select “Email Invite” or “Text Invite”

For a limited time, you’ll get $2 USD for each successful invite!

What happens if I’m not satisfied?

We apologize if you were not satisfied with our mail or chat session. Please submit a request to our team with details on what the issue was, and we’ll do everything in our power to make it right.

Account Support

How do I create an account on Kuddly?

After you’ve downloaded and have opened the Kuddly app:

Tap “Sign Up” > Enter your email details > Choose and confirm your password > Enter the invitational code (optional) > “Sign Up”.

How do I add another pet to my account?

To add new pets:

iOS:

Tap “My Pet” > Tap the plus icon > Tap the camera icon to upload or take a picture of your pet  > Tap “Your Pet’s Name” and enter your pet’s name > Select your pet’s sex and age > Swipe left and select your pet’s type, breed and weight > Tap “Save”

Android:

Tap “My Pet” > Tap the plus icon > Tap the camera icon to upload or take a picture of your pet  > Tap “Your Pet’s Name” and enter your pet’s name > Select your pet’s sex, age, type, breed and weight > Tap the check icon

How do I edit my pet’s information?

To edit pet information:

iOS: Tap “My Pets” > Tap the pet you want to edit > “Edit” > Make changes > “Update”

Android: Tap “My Pets ” > Tap the pet you want to edit > Make changes > Tap the check icon

How do I delete a pet profile?

To delete pet profiles:

iOS: Tap “My Pets” > “Edit” > Select the profile you want to delete > “Delete”

Android: Tap “My Pets ” > Select the profile you want to delete > Tap the Vertical ellipsis and “Remove”

How do I change my account password?

iOS: Tap “More” > “Change Password” > Enter your current and new password.

Android: Open the menu drawer > Tap “Account” > “Change password” > Enter current password > Enter and confirm new password.

If you’ve forgotten your password and you are not able to log in:

Tap “Forgot Password” on the sign in screen > Enter your email address > Tap “Send Email” > Follow the instructions in the mail to reset your password.

How do I get a Kuddly invitation code?

If your friend, family member, or anyone who cares about your furry buddy sends you an SMS invitation to join Kuddly, you’ll receive an invitation code to enter when signing up.

What do I do if I think my account has been compromised?

If you suspect that someone is using your account without authorization, your account may be compromised. Indications of a compromised account might include any of the following:

•       You see requests to veterinarians on your Kuddly account that you did not make.
•       You receive charges or receipts for veterinarian chats and emails on your Kuddly account that you did not request.
•       Your account information has been changed without your knowledge.

If you are able to log into your account, then change your password immediately. After you Sign In into your Kuddly account: Tap “More” > “Change Password” > Enter your current and new password.

If you are unable to login to your account, try changing your password by clicking “Forgot Password” in the login screen.

Note: Kuddly team members will NEVER ask you for personal account information. Do not give out your personal or account information to anyone!

Payment Support

How much does Kuddly cost?

Kuddly is a marketplace where veterinarians set their chat and mail prices and pet owners have the power to choose the one that best fits their pet’s needs. Mail starts at $2 and Chat starts at $10 per session.

What are my payment options?

You can use your credit card to buy Kuddly credits and contact our veterinarians.

When you gather credits from Facebook sharing, inviting family and friends, or redeeming coupons these balances will be reflecting in your account alongside your previously purchased credit package.

How do I use a prepaid credit card?

Some prepaid cards are not compatible with our billing processes. If you are not able to add your prepaid card, you may need to add a different payment method to your account to connect with a veterinarian on Kuddly.

How do I redeem a coupon?

iOS: Tap “More” > “Redeem Coupon” > Enter coupon code > Confirm

Android: Open the menu drawer > Tap “Account” > “Redeem coupon” > Enter coupon code > “Confirm”

How can I get free credits?

New users can earn $2 USD on Kuddly just by sharing us on Facebook or by successfully inviting your family and friends. There will also be events on our Facebook page where you can find coupon codes. The amount you earn from sharing, inviting, or from coupon codes will be added to your balance.

My coupon is not working, what do I do?

It is likely that the promotion for your coupon has ended. If you believe this is not the case, please submit a request to us. We’ll be happy to assist you.

I don’t recognize a charge to my account, what do I do?

If you do not recognize a charge, please change your password right away. Your account could be compromised. Please contact our support team with as many details as you can, and our fraud detection experts, with our army of cyber security kittens, will look into this matter right away.

Troubleshooting Issues

My coupon is not working, what do I do?

It is likely that the promotion for your coupon has ended. If you believe this is not the case, please email us at support@kuddly.co. We’ll be happy to assist you.

I am not able to type during chat / I can only see the vet typing. What do I do?

Sometimes you will experience connectivity issues due to a poor internet or wifi connection, power outages, or any number of reasons.  When this happens you may find that your chat never initiates, or it may not work optimally. In situations where you are unable to type or see the chat from the vet, or you’ve been waiting for more than two minutes, we recommend cancelling the chat.

Usually veterinarians will get back online for you to reach them. You will not be charged for these issues, and you’ll see your balance adjusted.

I had technical issues during a Chat session, what do I do?

Please find the Session # in the app by going to:

On iOS:

More > Account Information > View my Billing History

On Android:

Menu Drawer > Payment > History Tab

Please email us at support@kuddly.co providing your details as well as the session #. We’ll work to resolve the issue for you.

Kuddly Basics for Vets

What is Kuddly?

Kuddly is an entirely new approach to pet care, by offering the first mobile marketplace and giving pet owners direct, affordable access to veterinarians around the world. Anyone can log in, find a vet, and ask any pet care related questions.

How do I get verified?

We have a very strict license verification process. We apply in-house processes and third party verification services to validate licenses with the respective professional boards. Once your email address and documents have been verified, your account will be activated for you to open your online practice to help pet owners around the world.

Do you have a visual tutorial?
Yes! You can view our tutorial for iOS and Android phones here.

How does the mail system work?

Kuddly Mail-Threading: First Question, Free Question, and Half-Price Question

For each mail you receive on Kuddly, you’ll have 24 hours to either reply with an answer, or decline the message with a valid reason. If you don’t reply or decline within 24 hours, the message will expire and the pet owner will be refunded.

•    First question: Pet Owners can send you a message through Kuddly’s mail system by paying the session price.
•    Free question: After you respond to the first question, the pet owner can send you a follow-up question for free within 24 hours of receiving your reply if they do not first review you.
•    Half-price question: After you respond the the free question, the pet owner can send you another message paying half of the original price within the week, or they can pay a half-price question if they’ve already left a review.

Additional Content

•    You can attach up to 3 photos and 1 video to your response.
•    You can attach content created by licensed veterinarians in your response to help pet owners.

What is a Chat session?

You can talk to pet owners instantly using text chat. Chat sessions are 12 minutes long, but you can add additional time at your own discretion. After each session, the pet owner will rate and review your service, which will increase your visibility and potential income through Kuddly. Remember, Kuddly operates worldwide, and pet owners everywhere are seeking your expertise!

What’s a Response Rate?

Your Response Rate will be calculated by determining how many mail and chat requests you reply to, divided by the overall number of requests you receive within the last 90 days. This percentage will be lowered if you:

•    Do not respond to mail within 24 hours
•    Miss a chat request
•    Decline a chat request

We strongly suggest you:

•    Turn off your chat availability whenever you are unable to accept a chat request instantly
•    Turn off your mail availability whenever you are not able to respond to mail within 24 hours
•    Decline mail you do not feel comfortable responding to with a valid reason

The minimum number of responses for calculating the Response Rate is 10 sessions. If you have less than 10 sessions within the last 90 days, your Response Rate will appear as N/A.

Do you provide liability insurance?

All veterinarians on Kuddly are covered by our Professional Liability Insurance up to $3 Million US Dollars. However, please note all communication on Kuddly is for informational and educational purposes only. Veterinarians should not diagnose or prescribe medication under any circumstances via Kuddly.

For more information please see our Terms of Use.

What legal and regulatory issues should I consider before opening my practice?

You must read and accept to the Terms of Use before you initiate your first session. Kuddly veterinarians are not allowed to diagnose or prescribe medication, which includes, but is not limited to: human medication, over the counter medication, and prescription medication. Kuddly is for informational and educational purposes only and it is critical that you recommend pet owners schedule an evaluation with a veterinary clinic for diagnosis, prescription, and treatment.

Account

How do I create an account?

After you’ve downloaded the Kuddly app:

•       Tap “Sign Up” > “Veterinarian”
•       Enter your email address, password, and the invitation code (optional)
•       Insert your full name as it appears on your professional license
•       Upload a photo of your professional license
•       Upload a photo of your government issued ID
•       Upload a photo of your board certification (optional)
•       Upload your profile and cover photos
•       Tap “Activate Account”

What kind of photos should I use for my profile and cover photo on Kuddly?

High quality photos are a great way to connect with pet owners by showing them who you are! Use the Profile photo and Cover photo as an opportunity to demonstrate your professionalism, set expectations and increase the number of pet owners that contact you. To help you out here are a few tips for photos:

Profile photo:

Acceptable: Headshot of yourself (portrait)

Not acceptable: Any photo that is not you (cartoons, characters, symbols, etc.)

Please note, your account can be denied if you do not upload an appropriate profile photo.

Cover photo:

Use the Cover photo to personalize your profile. Show your work or specialty to bring pet owners to you!

Not acceptable: Photos that could be deemed “gross” or “too bloody”.

What is the “I Can Help With” field/option for?

The “I Can Help With” field/option on your profile helps pet owners navigate within Kuddly more efficiently by allowing them to filter their search by animal categories. The categories are: dogs, cats, birds, aquatics, reptiles, horses, small mammals, and others. When setting up your practice you can select as many, or as few categories that you like.

What do I do if I have multiple professional licenses?

If you have multiple professional licenses in more than one country/state, please upload the license of the country/state you are currently practicing in. The country/state displayed in your profile will coincide with your veterinary license details.

We are working to accommodate for veterinarians with multiple veterinary licenses across multiple states/countries.

How do I update my profile?

On iOS: Tap “Practice” > “Edit” > Enter your subspecialty, short introduction, biography, spoken languages, and address.

On Android: To open the menu tap the menu drawer > Tap “My Profile” > Tap the blue pencil icon > Enter your subspecialty, short introduction, biography, spoken languages, and address.

You can also change your Profile and Cover photo.

How do I get an invitation code?

If a Kuddly vet sends you a SMS invitation to join Kuddly, you’ll receive an invitation code to enter when signing up.  

How do I change my password?

iOS: Tap “More” > “Change Password” > Enter your current and new password.

Android: Open the menu drawer > Tap “Account” > “Change password” > Enter current password > Enter and confirm new password.

If you’ve forgotten your password and you are not able to log in: Tap “Forgot Password” on the sign in screen > Enter your email address > Tap “Send Email” > Follow the instructions in the mail to reset your password.

Payment

How does the payout system work?

Payouts to veterinarians will be processed automatically, twice a month via Direct Deposit or PayPal. If you’ve entered your payout details in your Kuddly account, then you will be paid on the 5th or 20th of each month as long as you’ve met the minimum threshold requirement of $20.

When the payout date falls on a weekend or holiday you will be paid the following business day.

For more details click here.

Where can I check my earnings in the app?

To check your monthly earnings, navigate to:

iOS: Tap “Activity” > “Earnings”

Android: Open the menu drawer > Tap “Earnings”

When do I get paid for referrals?

In order to receive the referral reward, your colleague needs to sign up and complete one Mail or Chat session on Kuddly. Once that is completed, your reward will be automatically deposited into your Kuddly account. This amount will be paid out with your regular payouts.

Can I receive my payment in my country’s currency?

We process all payouts in USD. However, PayPal allows members to accept payments in other currencies. Please know that PayPal will most likely charge a fee for the conversion.

For more details about PayPal’s policies regarding receiving foreign currencies visit PayPal Customer Support

Can I use someone else’s Paypal account?

We do not carry out payments to veterinarians who use someone else’s PayPal account. Please know that you must create your own PayPal account, associated with your own email address.

What are the service fees and how much are they?

Service fees are fees that we take from each transaction to keep our platform up and running. The service fee on Kuddly will be 30% per transaction. However, by accumulating Reputation Points, you can reduce it down to 21%.

Why haven’t I been paid?

You may not have received your payment due to one of the following reasons: failure to meet the minimum threshold requirement of $20, invalid PayPal account, your payment was not claimed, your account is not able to accept payments in USD.

If you believe this is not the case and are you are still unable to recognize the payment error on your account, please submit a request to us with your payout details. We’ll be happy to help resolve the issue.

Mail

How much should I charge for mail?

Kuddly is a marketplace where supply and demand take control of the pricing. For mail, you may charge from $3 to $50. Average prices for ongoing sessions will be given as guidance in the ‘Performance’ tab, but ultimately, you’re in full control of your pricing within the given parameters.

Can I reply to mail and ask the pet owner for more information?

The Kuddly mail system allows the pet owner to send one follow-up question for free within 24 hours if they do not first leave a review. If you feel you were provided with limited details, you can ask for more information and the Pet Owner can reply back without paying an additional fee. However, please know that your first reply must have an answer, whether or not you ask additional questions.

If you feel you are unable to address the concern due to a lack of information, you can decline the mail message and your Response Rate and Reputation Points will not be affected.  

What happens if my mail expires?

If you were not able to reply to a Mail within 24 hours, the message will expire and the pet owner will be refunded accordingly.

Please note, your availability automatically turns off and your Response Rate will be lowered after your message expires. You may turn your availability back on after relaunching the app.

Can I respond to an expired mail?

Unfortunately, there is nothing you can do at this point to answer the pet owner.  However, please know that he/she was refunded accordingly.

Please note, your availability automatically turns off and your Response Rate will be lowered after your message expires. You may turn your availability back on after relaunching the app.

Can I decline mail?

When you receive Mail and you feel, for any reason, that you are unable to respond to the pet owner’s question, you are encouraged to decline the message with a valid reason. Don’t worry, there will be no penalty to your account. This will enable the consumer to find another veterinarian more quickly.

Is there a word count limit?

There is 5000-word limit on each mail reply.

How can I receive more mail?

Here are a few tips on how to boost your online presence:

•    Periodically update your profile/cover photos, biography, and introduction.
•    Encourage pet owners to rate and review your messages.
•    Invite your colleagues to join Kuddly to grow your Reputation Points.
•    Promote your Kuddly profile in your websites and social networks.

Chat

How much should I charge for Chat sessions?

Kuddly is a marketplace where supply and demand take control of the pricing. For chat sessions, you may charge from $15 to $50. Average prices for ongoing sessions will be given as guidance in the ‘Performance’ tab, but ultimately, you’re in full control of your pricing within the given parameters.

What happens if I miss a Chat request?

If you were unable to respond to a Chat request, your chat availability will be turned off. Whenever you are available again, please click on the chat availability icon.

Note: if you miss or decline a Chat request, your Response Rate will be lowered.

Can I leave my chat availability on?

Our mission is to provide a responsive service to all pet owners. We strongly suggest you to turn your availability on ONLY when you are able to respond immediately to a Chat request. Otherwise, please turn your availability off to avoid consumers from contacting you when you are not available.

Please note, if you miss or decline a Chat request, your Response Rate will be lowered.

How can I receive more Chat requests?

Here are a few tips on how to build your online presence:

•    Periodically update your profile/cover photos, biography, and introduction.
•    Encourage pet owners to rate and review your messages.
•    Invite your colleagues to join Kuddly to grow your Reputation Points.
•    Promote your Kuddly profile in your websites and social networks.

Reviews and Ratings

How do rating & reviews work?

After mail & chat sessions, pet owners are given the opportunity to rate and review veterinarians based on their satisfaction and experience. It is not mandatory for them to rate you, but you may encourage them to leave their reviews at the end of a chat or mail session.

Can I delete a review?

You can’t remove any of the reviews you received from a pet owner. However, if you feel the review content violates the terms in our Code of Conduct, please submit a request to us. We’ll be happy to take a look.

You can respond to reviews by leaving one short message to better engage with pet owners.

Can I reply to a review?

You may leave a comment on each review.

Gamification

What are Reputation Points?

Reputation Points are mainly used for ranking within the veterinary community and as a factor that determines how high your profile is placed on the list displayed to pet owners. Reputation Points will only be shown internally to veterinarians.

How can I increase my Reputation Points?

See below the key actions that will increase your Reputation Points:

•    Chat: You can be awarded up to 40 RP per session based on the pet owner’s rating.
•    Mail: You can be awarded up to 20 RP per session based on the pet owner’s rating.
•    Successful Invite: You will be awarded 150 RP for inviting your colleague to join Kuddly.

What will I gain for inviting a colleague?

If you successfully invite a colleague, you will receive:

150 Reputation Points once your colleague signs up with the invitation code.

$25 once your colleague completes a mail or chat session on Kuddly.

How can I invite a colleague to join Kuddly?

Email invitation

On iOS: Tap “More” > “Invite a Colleague” > “Email”

On Android: Open the menu drawer > Tap “Invite a Colleague” > “Email”

Your colleague must use the email invitation code to sign up on Kuddly and complete a mail or chat session in order for you to receive the $25 reward.

SMS invitation

On iOS: Tap “More” > “Invite a Colleague” > “SMS”

On Android: Open the menu drawer > Tap “Invite a Colleague” > “SMS”

Your colleague must use the SMS invitation code to sign up on Kuddly and complete a mail or chat session in order for you to receive the $25 reward.

Why isn’t my reward rate is being updated?

Kuddly ranking is calculated on a daily basis, but our reward rate is applied monthly. This means you’ll be able to see your reward rate updated on a monthly basis.

There are different tiers of reward rates based on a health professional’s rankings.

For more details please visit Gamification Policy

Troubleshooting

Why were my documents denied?

The most common reasons why documents are denied are usually one or more of the following:

•    poor image quality
•    mismatch of details
•    failed verification with the official licensing board
•    submission of invalid documents

Please check the “failed verification” email and resubmit your documents in the Kuddly application.

Why did my verification fail?

The most common reasons why documents are denied are usually one or more of the following:

•    poor image quality
•    mismatch of details
•    failed verification with the official licensing board
•    submission of invalid documents

Please check the “failed verification” email and resubmit your documents in the Kuddly application.

Why isn’t my phone allowing me to take a picture when I sign up?

You are likely not able to use your camera due to your phone permission settings. Please try the solution below:

iOS: Go to Settings > Kuddly > Enable camera access

Android: Go to Settings > Apps > Kuddly > Enable camera access

I can’t find my specialty, what should I do?

Please email us at support@kuddly.co to suggest adding your specialty. Meanwhile, you may leave your specialty as “General Practitioner”.

Why can’t I enter my payout details?

If you are unable to enter your payout details, please submit a request to us with your PayPal or ACH information so that we can add your payout details manually.  We will also review your account to resolve the problem.

I can’t type during chat / I can only see the pet owner typing. What do I do?

Sometimes you will experience connectivity issues due to a poor internet or wifi connection, power outages, or any number of reasons. When this happens you may find that your chat never initiates, or it may not work optimally. In situations where you are unable to type or see the chat from the pet owner, or you’ve been waiting for more than two minutes, we recommend cancelling the chat.

Usually pet owners will try to reach you again if your chat availability is still open. Your response rate will not be lowered, and the pet owner will not be charged.

Can I cancel or resend my Mail reply?

You are unable to cancel or rewrite your reply. If the pet owner is not satisfied with your response, and requests a refund, we will investigate the matter and promptly issue a refund.

Why am I not receiving the notifications?

You are likely not receiving notifications due to your phone settings.

iOS: Go to your phone settings > Tap “Kuddly” > “Notifications” > “Allow Notifications”

Android: Go to your phone settings > Tap “Apps” > “Kuddly” > “Show Notifications”

I had technical issues during the Chat, what do I do?

There could be multiple possibilities for your technical issues during a Chat session, including poor network connection from the pet owner, poor connection from your own device, or an issue with the Kuddly server.

If the technical issue caused the session to end abruptly, please let us know and we’ll look into the matter to make things right.

If you’ve checked your network settings and believe this is not the case, please email us at support@kuddly.co including the Session # and any important details. We’ll work to resolve the issue for you.