Repeat Online Prescription FAQs

Any claims payments will be in line with your policy cover Terms and Conditions.

This online repeat prescription service, could provide a number of cost savings, including:  

• Saving on vet consultation costs. The average cost for a vet consultation in the UK is £47. If your pet needs to see a vet in order to get a repeat prescription, this Joii service is free to Animal Friends dog and cat customers.  
• Saving on pet medication. Medication from an online pet pharmacy is typically 40-80% cheaper than buying from a traditional vet practice – without compromising on quality or your pet’s treatment.

Other benefits also include:  

• Convenient service: Joii Pet Care offers vet consultations 24/7, meaning you can discuss your pet’s repeat prescription needs at any time of the day or night, from anywhere.  
• Convenient delivery: When using an online pet pharmacy, you can have your pet’s medication delivered directly to your door. 

Before your consultation with Joii for an online repeat prescription, you will need to provide your consent for Animal Friends to share your pet’s medical history with Joii. To do this, log into your online account, and in the navigation bar on the left of the screen, click on ‘Joii veterinary care’ icon to take you to the consent page. You will only need to provide your consent once to use this service.  

You can register for an online account by providing a few simple details. Click here to get started.

If you would like one of our specialist team to support you with giving your consent, you can request a call and one of our team will be in touch. Click here to request a call back.

When you give your consent, we will share with Joii Pet Care all the medical history we hold on your policy for your pet. This information will have been provided to us by your vet practice/s as part of any previous claims that have been submitted to Animal Friends.   

At Animal Friends, we take our customers’ security very seriously. As most pet history contains some level of personal data for the pet owner (our customer), we want to make sure that this is properly and safely managed, which is why we are asking for your consent. 

Yes, you can remove your consent at any time. To do this, log into your online account, and in the navigation bar on the left of the screen, click on ‘Joii veterinary care’ icon to take you to the consent page. You can then click on ‘Don’t share my pet history’ and this will update our records.

Please note that when you remove your consent for Animal Friends to share your pet’s medical history with Joii, it will mean that Joii will not be able to issue an online repeat prescription.

Joii clinicians (vets) will only prescribe medication if they are comfortable with the current state of the pet’s health and that there is no risk to the pet. Should a Joii clinician not feel the prescription/medication is warranted or the pet needs to be seen in order for the medication to be prescribed, they will refer the pet back to their own vets or a Joii-preferred vet for further treatment.

To get your online repeat prescription, you will need to speak with a Joii vet so they can ask you questions about your pet’s current health and wellbeing.  

As an Animal Friends Insurance dog or cat customer, online consultations and video calls with Joii are free. 

If you are not an Animal Friends Insurance customer, online video calls with Joii are usually £28. 

The cost for an online repeat prescription with Joii Pet Care is £20. 

Yes. You will need to pay for your pet’s prescription (£20), medication and the postage upfront, however, as part of your consultation with Joii, they will submit a claim to Animal Friends on your behalf. Once the claim has been reviewed in line with your policy terms and conditions, Animal Friends will make a claim payment to you for those costs covered by your policy. 

Postage and packaging associated with delivery of medications from all online pharmacies, will be covered by your Animal Friends policy up to £10 per order in line with your Terms and Conditions. 

Please make sure you check their delivery prices, and any associated terms and conditions when using an online pet pharmacy. 

Consultations with the Joii team are free to all Animal Friends dog and cat policyholders.  

The cost of your online prescription with Joii Pet Care is £20 as an Animal Friends customer. Prescription costs from any vet practice can be claimed for in line with your policy Terms and Conditions.  

Postage and packaging associated with delivery of medications from all online pharmacies, will be covered by your Animal Friends policy up to £10 per order in line with your policy Terms and Conditions. 

Our online pet pharmacy partner, VioVet*, will be working with Joii Pet Care to provide your pet’s medication/s.  

If you would rather get a repeat prescription but have it fulfilled by a different online pet pharmacy, you can. 

* This Animal Friends webpage uses affiliate links for VioVet. This means that if you buy something through these links, we may earn a commission. 

Deliveries of repeat medications for your pet ordered through Joii can only be sent to the home address registered on your Animal Friends policy.

For orders placed before 12pm, VioVet aims to dispatch items ordered through Joii Pet Care to pet owners on the same working day. 

For orders placed after 12pm, VioVet will dispatch orders the next working day.  

Orders placed on weekends or bank holidays, will be dispatched on the next working day. 

More about the VioVet delivery options and times can be found at: Delivery Information - VioVet. 

You can contact a vet through the Joii Pet Care app 24/7, 365 days per year. 

Yes, all the Joii Pet Care vets and vet nurses are registered to practice with the RCVS in the UK. 

If you ordered your medication through Joii as part of your consultation, you can email contact@joiipetcare.com to ask about your medication delivery. 

If you are an Animal Friends Insurance customer, there are two options available.  

1. If as part of your online consultation with Joii, you request to have your pet’s medication sent to you by VioVet (our online pet pharmacy provider), the Joii team can raise a claim for you at the end of your consultation. Animal Friends will then review the claim within 24 hours of receiving it. 
2. If you choose to take your prescription away and buy your pet's medication with another online pet pharmacy, you can raise a continuation claim through your Animal Friends online account. Once you have logged in, follow the instructions for ‘How to make a new claim’. 

An excess and/or co-payment may be applied in line with your policy Terms and Conditions. You can find your policy information in your Animal Friends online account. 

Animal Friends co-payment is applied for dogs aged 8 years or older, and cats aged 10 years or older. 

Yes, you can. Any purchases you make through an online consultation with Joii can be submitted as a claim on your behalf by the Joii team, and once you reach your excess amount, Animal Friends will then reimburse you for any fees incurred up to your policy limit. 

Yes, you can. If you have already reached your pet’s vet fee cover limit for a particular condition, you can still use this service, but you need to pay for purchases, postage and packaging, and the prescription fee yourself.  

The government has issued advice on how you can make more informed decisions, including where to buy pet medication, and has also published a list of accredited UK-based veterinary internet retailers.