Changed your mind, or want to rewrite your question? You can cancel a request at any point before a vet joins.
Step-by-step
- Open the Consults tab and switch to Vet Chats.
- Tap the waiting chat — it opens on the Waiting for a Vet screen.
- Tap Cancel Request at the bottom.
- Confirm on the card: Cancel this request? — "You'll need to submit a new one to reach a vet." Tap Cancel Request again, or Keep Waiting to go back.
You'll see the confirmation "Your request has been cancelled" and return to your chat list. The conversation is marked as cancelled and a note is added to it: "This request was cancelled by the owner."
You can only cancel before a vet joins
If a vet accepts while you're cancelling, the cancel won't go through. Instead you'll see "A veterinarian has joined your conversation 👨⚕️" and the live chat will open. From that point the way out is End Chat in the chat header.
If the cancel fails
You'll see "Could not cancel — please try again". Check your connection and try once more.
Please note: cancelling does not put the included vet chat back on your count, so starting again will use another one. [CONFIRM: whether the support team can restore an included chat manually as a goodwill gesture]
After cancelling
The cancelled conversation stays in your Vet Chats list with the status line "This chat was cancelled", and you can archive it to tidy it away. Because the chat is no longer open, you're free to start a new one for that pet straight away.
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