FAQ
Short, plain answers for clinic owners, vets and practice managers. Pet owner? Your questions are on the pet owner questions page.
PetGrid is practice management software for independent veterinary clinics, with a free app for the clinic's pet owners connected to it. Your team runs the schedule, the chart, invoices, stock and client messages in one place, and your clients book, pay and chat in an app with your clinic's name on it. See the clinic platform for every module.
PetGrid is built for independent veterinary clinics that care most about their clients' experience: your clients get a free pet wellness app under your clinic's name, and your team gets one published price and records that stand up to an inspection. Every role signs in to the same console: practice admins, veterinarians, vet techs and front desk staff.
PetGrid is available to clinics across Canada outside Quebec, and in the United States. It is not offered to clinics in Quebec yet, and there is no date for it. French-speaking clinics outside Quebec get the full Canadian French version.
Start the free 14-day trial on your own, with no card, or book a demo with the PetGrid team first. A practice admin sets the hours, invites the team and imports clients and pets, at their own pace. The switching guide shows the first week step by step.
A demo is about 30 minutes with the PetGrid team, screen shared. It starts with a few questions about how your clinic runs today, then shows the parts that matter to you. You can book a demo online.
No, PetGrid runs in a web browser, so there is no server in the back room and nothing to install. Your team signs in from any computer or tablet, and backups and updates are handled for you. Your clients use the app in their phone's browser and can add it to their home screen.
PetGrid works in English, French, Spanish and Portuguese: the staff console, the client app, and the emails and texts to owners. Each person picks their own language, and the French is Canadian French. The AI phone receptionist speaks English and Canadian French only.
Yes, a practice can run several sites under one account, with stock per location and transfers between sites (a clinic turns it on), hospital and boarding stays kept per site, with kennels that cannot be double-booked, and invoice prefixes and taxes set per site. Invoice numbers stay in one series for the whole clinic; separate series per location are not yet supported. The location menu filters the schedule and revenue reports and remembers each person's choice. Reports split revenue by location, vet and service.
Yes, PetGrid is new and is looking for its first clinics, so it has no customers to name yet. The PetGrid team helps new clinics start, with setup and the data import done together, during the 14-day free trial (extended if you need more time). Book a demo to ask about it.
Support is by email, Monday to Friday, nine to five Eastern time. There is no phone support line and no 24/7 cover yet. Any clinic can set up and import its data with the PetGrid team.
PetGrid has one published price: a monthly fee for the practice plus a monthly fee for each veterinarian, shown in full on the pricing page. Every feature is included at every seat, except the AI Front Desk add-on, with no setup, onboarding or data conversion fee. Nothing is charged by patients, messages or storage.
Yes, every practice starts with 14 days free and no card needed. Subscribe any time before the last two days of the trial and you keep the days that are left. The first charge is when the trial ends.
Only veterinarians count as paid seats. Vet techs, nurses, front desk staff and practice admins use the console at no charge, and every pet owner on the client app is free.
No, PetGrid is billed monthly with no long-term contract. You can cancel at any time, effective at the end of the billing period, and download all of your records first.
Clinics in Canada are billed in Canadian dollars and clinics in the United States in US dollars, plus applicable sales tax. Prices are set in Canadian dollars; the pricing page shows a visitor in the United States each price in US dollars, converted at the Bank of Canada's rate for the day.
Yes, the client app is part of PetGrid, not an add-on, and it is free for your clients, always. It carries your clinic's name and colours. See what your clients get.
AI Assist is included for every vet: note drafts, history summaries, reply drafts and owner visit summaries come with every subscription, with a monthly allowance. The paid AI add-on is AI Front Desk, the phone receptionist. It comes in two sizes, Front Desk and Front Desk Plus (more phone minutes), and is rolling out and free during the trial. A clinic that uses up its AI Assist allowance can also buy a top-up. All are priced on the pricing page.
Yes, PetGrid has two discounts: a founding clinic price on the practice fee and vet seats, which the PetGrid team offers to some clinics, and an early clinic offer on AI Front Desk for the first clinics to subscribe to it. Neither applies to top-ups or extra minutes. The details are on the pricing page.
No, PetGrid takes no fee on the payments your clients make unless your practice agrees to one in writing. Card payments go through your practice's own Stripe account, with your practice as the merchant, so Stripe's own processing fee applies. Pay links, a card on file, refunds and a card reader are each off until you switch them on.
Yes, each invoice line is marked taxable, zero-rated or exempt, and GST, HST, PST or QST, or a US state rate, is calculated line by line. Each line is also marked as a drug, a service or a third-party charge.
Your practice owns its records: clinical notes, client and patient details and messages belong to the practice, and PetGrid does not sell them. A practice admin can download everything at any time. The terms and privacy policy set this out.
Yes, a practice admin can download everything from Settings in one file: spreadsheets, a data file, PDFs of every record, invoice and signed form, and the stored files and photos. There is no charge for it.
Your records are kept for 30 days after a subscription ends, and you can download the full export until access pauses or ask the PetGrid team for it, free.
It means PetGrid is built to the College of Veterinarians of Ontario's medical records standard: every entry attributed and dated, corrections as addenda that keep the original, drugs billed apart from services, and the complete record released in one click. Compliance stays the facility's responsibility. The Ontario page goes requirement by requirement.
No, nothing edits a clinical entry once it is written. A correction is an addendum underneath it, with its own author, date and reason, and the original text stays as it was. A test fails the build if anything ever edits or deletes one.
Open the pet's record release page and the whole record is there in one click: patient, owner, entries with addenda, vaccines, prescriptions, labs, documents and charges. It prints, downloads, and comes as data another system can read. An unpaid bill never stands in the way of it.
PetGrid does not integrate with IDEXX or Antech labs yet, so nothing arrives automatically. Your team uploads the lab's PDF into the lab inbox, PetGrid suggests which pet it belongs to, and a vet files it on the chart. A vet chooses, result by result, whether the owner sees it in the app.
Yes, rabies prints from the browser as a one-page certificate with the veterinarian's licence number and a line for the vet to sign by hand. It is a printed copy, not an electronic or official form, and PetGrid does not make travel or health certificates. Each vaccination records the manufacturer, lot number, route, site, next due date and tag number.
Yes, PetGrid keeps a catalogue of drugs and supplies tracked by lot, with deliveries, stock counts and reorder levels, and clinic admins get a daily email listing items that dropped to or below their reorder level. Controlled drugs have a register with a running balance. Create purchase orders for suppliers and receive full or partial deliveries into stock with lots and expiry dates, with each item's cost following its latest delivery; emailing purchase orders to suppliers is not yet supported.
Yes, reports produce files for QuickBooks Online and Xero, and each person can sync their appointments to Google Calendar or add a read-only feed to Outlook or Apple Calendar. Appointments are still booked and changed in PetGrid.
Yes, owners sign consent forms and estimates in the app or on a tablet at the desk. Each one is kept as a PDF with the exact wording they signed. Custom consent form templates are available alongside surgery and anesthesia, euthanasia, boarding waiver and new client intake forms.
PetGrid's AI drafts and your team decides: it drafts SOAP notes from a vet's shorthand or dictation, summarises a patient's history, suggests replies to client messages and drafts plain-language visit summaries for owners. A person approves each draft before it is saved or sent. Staff can ask AI Assist a question about one pet's record; answers cite the record and never save or change anything, and PetGrid never diagnoses. AI Assist does not answer the phone. The separate paid AI Front Desk add-on is rolling out.
PetGrid has no listening scribe, but AI Assist drafts a SOAP note from the vet's own shorthand or dictation, and the vet approves it before it is saved. It sees the vet's notes and basic pet details, never the owner's name or contact details.
Yes, each pet has an AI setting the owner controls, in the app or by asking the clinic. If the owner opts out, history summaries, suggested replies and visit summaries refuse to read that pet's record. Note drafting from the vet's own notes still works.
Yes, a practice can switch AI features off for the whole clinic in Settings. AI Assist, summaries, AI records import and clinic memory then send nothing to the model, and writing notes yourself is never affected.
AI Front Desk is PetGrid's AI phone receptionist: it answers the calls you forward from what your clinic has taught it, takes messages, books visits if you allow it and puts urgent calls through to your team. It never gives medical advice and says it is an AI. It is rolling out as clinics' phone lines are connected. See AI Front Desk.
Yes, the receptionist says at the start of every call that it is the clinic's AI assistant, and never claims to be a person. An urgent word puts the call through to your team at once, or after hours gives the emergency hospital number you choose.
Yes, AI Front Desk can ring owners before their appointments to confirm, cancel, ask for a new time or opt out, and your team sees every outcome. It is built and rolling out as clinics' phone lines are connected. How confirmation calls work.
Yes, you keep your number and forward calls to PetGrid, either all of them or only missed and after-hours calls. A Pause switch sends everything back, and if PetGrid's phone system ever has trouble, a backup route rings your clinic's own phone.
Your clients book, move and cancel visits inside your rules, see the records you share, message your team with photos, pay online and get reminders, in an app with your clinic's name on it. See the app for your clients for everything in it.
No, the PetGrid app is free for pet owners, always: clinics pay for PetGrid. Your clients pay you for their pet's care, as they always have. More on the owner side in the pet owner questions.
No, the app opens in the phone's browser, and owners can add it to their home screen, where it works like any other app, notifications included. There is nothing to approve in an app store.
Your team sends an invitation by email from Clients, or you switch on your own join link and QR code. Someone who joins with the email you already have is connected to their existing record; anyone else waits for your team to approve, merge or remove them. Owners who already use the app can also find your clinic on the map, as the owner side explains.
They join your clinic from the app and keep everything they already added: their own records stay theirs and are marked as added by them. Booking, chat, payments and the records you share then switch on, if your clinic offers them.
Yes, a practice admin has a switch for each thing owners can do, such as booking, chat, records and sharing. Owners can only book the visit types, times and vets you allow, and deposits or pay later appear only if you turn them on. Clinics can turn owner chat off.
Yes, each clinic's app carries its own name, logo and colours, which admins edit in Settings, and invitation emails come from your practice's name with replies going to your clinic. Owners see your clinic first.
Yes, two-way texting is built: texts go through your clinic's own PetGrid number and land in the same chat thread as the app. It is part of the paid AI Front Desk add-on, which comes with your clinic's number. Reminders also go by email.
No, nothing in the app gives a diagnosis, and lab results appear only after a vet shares them. When something seems wrong, the app points the owner to your clinic or to urgent care. Pip, the app's assistant, is not a vet and says so.
Export two files from your old system, clients and pets, then visit history, and import them in Settings after checking what PetGrid found. Invite your team before the visit history, and your clients last. The switching guide walks through the first week. Theo, PetGrid's AI assistant, helps any clinic with switching, and when Theo cannot answer, someone from the PetGrid team calls you back.
Bringing your data across costs nothing: importing your clients and pets is free, and so is importing your visit history. The PetGrid team can also do the import with you.
PetGrid imports clients and pets from a CSV or Excel file, and past visits and vaccine history from a CSV, each visit filed as a completed visit on the pet's chart. What a client still owes can come in with the clients file as one opening balance, with nothing sent to the client. You see every owner and pet it found, and every row it could not read, before anything is saved. Running the same file twice adds nothing twice. Clients, pets and inventory accept .xls, .xlsx and CSV files; visit and vaccine history are CSV only.
PetGrid also imports weight history, care reminders and prescription history as history only, and upcoming appointments onto the schedule, with no reminders or calls sent for them. It does not import lab results, invoice history or payments (only what a client still owes, as one opening balance), inventory (which has its own stock import), or attachments. The switching guide lists it all.
Upload whatever you have and PetGrid's AI reads it, including a PDF client list or photos of paper records, for client and pet details. You check every row before anything is saved.
It depends on your exports and your team, and you can do it at your own pace, stopping and picking up at any point. Keep your old system running until you are sure; PetGrid does not need it switched off.
Yes, both export clients, pets and visit history as files PetGrid reads. The posts on AVImark and Cornerstone compare them with PetGrid honestly, export steps included.
PetGrid publishes its price, includes every feature at every seat (except the AI Front Desk add-on) and is built to the CVO record standard, while larger systems are ahead on lab integrations and round-the-clock support. Our roundup of practice management software compares the main options with sources.
Invite clients once your team is comfortable, and there is no need to invite everyone at once. Importing never emails anyone, so nobody hears from PetGrid until your team invites them.
Each clinic's records are walled off in the database itself with Postgres row-level security, forced on every clinical and billing table, not only in the application. A query without a practice context returns nothing. The security page explains how.
PetGrid runs in a secure cloud, with records encrypted in transit and at rest. Each practice is walled off by Postgres row-level security, and the nightly backup is encrypted with AES-256-GCM and kept for 35 days. The privacy policy names the providers and where they hold information; if your practice has rules about where its records are kept, tell us before you start.
No, PetGrid has no SOC 2 or ISO 27001 audit and no formal penetration test yet. The security page lists what is not done yet, and the PetGrid team answers security questionnaires line by line.
No, there is no card number, expiry or security code anywhere in PetGrid. Your subscription is paid through Stripe, and your clients' cards go to your practice's own Stripe account.
Your own staff, each pet owner for their own pets, and a few named PetGrid administrators for support and backups. Staff join by invitation only, and each role opens its own set of screens, checked on the server.
Yes, opening, changing, printing, downloading and exporting a record are logged with who did it, and admins can see record openings in the clinic change log.
Records are encrypted in transit and at rest, with nightly encrypted backups kept off site by the database provider. An append-only change log keeps every past version, and admins can read every recorded change across the clinic in Settings, filtered by person, dates and record type.
Staff join only by an invitation from a practice admin, admin accounts sign in with a second step, and removing someone ends their access on their next request. Their name stays on the entries they wrote.
Owners see what your clinic shares: visits, vaccines, medications and the lab results a vet chose to share. They control who else sees it, as the owner privacy questions explain, and they can opt a pet out of AI.
Switching to PetGrid
Theo, PetGrid's AI assistant, helps any clinic with switching, from moving your records to what comes across. When Theo cannot answer, someone from the PetGrid team calls you back.
Or call Theo now: (365) 217-9922
Or message Theo on WhatsApp
On a computer? Scan with your phone to open WhatsApp.
Theo only calls during calling hours where you are: 9:00 to 21:30 on weekdays, 10:00 to 18:00 at weekends. Outside them, Theo calls the next weekday morning.
A pet owner? Questions pet owners ask
