If you suspect your pet is having an emergency, you are required to video call a GoodCharlie vet with your pet present in order to determine whether the issue qualifies for the Emergency Fund. A live video is required.

We have this requirement in place for the following reasons:

1. In case of a life-threatening emergency, it is in the best interest of your pet to receive a professional opinion as soon as possible. Our team of GoodCharlie vets are here to help provide first aid advice and emergency triage 24 hours a day and typically respond within minutes.

2. To ensure that the Emergency Fund is used for its intended purpose.

3. To protect the integrity of our service.