[Editor’s note: The following article has been amended to reflect a media statement from the Consumers Association of Singapore (CASE).]
Some ZumVet customers have been charged for subscriptions even after the web site stopped working
Singaporean pet telehealth startup ZumVet has abruptly ceased operations, leaving pet house owners within the lurch, with some reportedly charged for subscriptions even after the service turned inaccessible.
A number of affected customers advised The Straits Occasions that ZumVet’s app and web site stopped working with out prior discover, and makes an attempt to contact the corporate through e-mail and social media channels have largely gone unanswered.
A 42-year-old subscriber revealed that they solely realised one thing was mistaken after failing to e-book consultations or entry buyer help. Some prospects additionally needed to cancel their bank cards to cease recurring fees after being unable to acquire refunds by way of the platform.
“The web site was perpetually down, after which I received charged (S$110) due to that,” lamented canine proprietor Ron Lin, who tried to cancel his subscription this Sep.
The Straits Occasions workforce visited the clinic at Block 416 Ang Mo Kio Avenue 10 on Dec 16 to seek out the unit cleared out, with a “For hire” signal on its door. A Google search at 11.55AM as we speak (Dec 17) revealed that ZumVet has been listed as “completely closed”.
Responding to a media enquiry by Vulcan Publish, the Shoppers Affiliation of Singapore (CASE) shared that as of Dec 4, 2025, they’ve obtained one client criticism involving the closure of ZumVet. The media assertion wrote that the buyer had ordered merchandise from the startup on-line, however didn’t obtain them regardless of repeated follow-ups with the enterprise.
“CASE has suggested the affected client on his recourse choices,” wrote Melvin Yong, CASE President.
ZumVet has not issued a public shutdown announcement on the time of writing, nor clarified how affected prospects can recuperate pay as you go charges or excellent subscription fees.
Vulcan Publish has reached out to the Shoppers Affiliation of Singapore (CASE) and Dr. Grace Su, co-founder of ZumVet, for added feedback, however has but to obtain a response.
Founders stop Physician Anyplace to start out a telehealth service for pets
ZumVet was first based in 2019 by Athena Lee and Dr. Grace Su, each former staff of Singapore-based telehealth startup Physician Anyplace. The startup supplied on-line video consultations with licensed veterinarians, alongside companies similar to house visits and drugs supply.
Of their 2023 interview with Vulcan Publish, the founders shared that they aimed to deal with rising issues round rising veterinary prices and restricted entry to well timed care by permitting pet house owners to triage non-emergency points remotely.
ZumVet gained traction by working on a subscription-based mannequin, which promised discounted consultations and ongoing care help: the identical mannequin that’s now below scrutiny following studies of continued billing after operations ceased.
In a latest interview with Lianhe Zaobao this Mar, Athena shared that the platform had partnered with 90 on-line veterinarians and had 9,000 month-to-month energetic customers. Nevertheless, The Straits Occasions reported that a number of veterinarians who have been initially listed on the web site had left between 2020 and 2022.
Veterinarians and veterinary clinics are licensed by the Animal and Veterinary Service (AVS), a cluster of the Nationwide Parks Board. AVS assesses all complaints concerning veterinary skilled conduct, together with in search of non-public veterinary enter the place wanted.
Dr Charlene Fernandez, the group director {of professional} and scientific companies at AVS, advised The Straits Occasions that the organisation is conscious of “the closure of an area on-line veterinary dispensary, or e-veterinary dispensary.”
She shared that AVS has tips in place for operators to supply such companies, guaranteeing the secure provide and supply of veterinary medicines to pet house owners. “This may then safeguard animal well being and welfare.”
“Potential prospects ought to train warning and conduct their due diligence checks and evaluation of the companies and merchandise for his or her wants… (They) ought to all the time strategy licensed veterinarians for recommendation on pet healthcare,” added Dr Fernandez.
Vulcan Publish has contacted AVS for added feedback, however has but to obtain a response.
- Shoppers with excellent disputes with ZumVet might strategy CASE for help (hotline: 6277 5100; web site: www.case.org.sg).
- Learn extra tales we’ve written on Singaporean companies right here.
Featured Picture Credit score: ZumVet, Google screenshot
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