Frequently Asked Questions

How much does Vetra cost?

Vetra Core starts at $299/mo (no contract) or $199/mo on a 12-month commitment. Vetra Pro is $459/mo and includes full inbound Voice AI (no forwarding). See the Pricing page for current rates and prepay discounts.

What's included in Core vs Pro?

Core includes the 24/7 website chat widget, lead capture, SMS lead handoff, and the shop dashboard. Voice AI forwards to you (Core doesn't answer on its own).

Pro adds full inbound Voice AI that picks up after your shop closes and answers, qualifies, and books — no forwarding needed. Pro also includes more included voice minutes.

Are there setup fees?

No setup fees. You pay the monthly subscription, that's it.

Do you charge for the hardware?

Hardware is leased, not sold. The monthly lease is separate from the software subscription and depends on the specific device. You never own the hardware, but you don't pay a lump-sum purchase price — just the monthly lease while your subscription is active.

How do I cancel?

From your shop dashboard → Settings → Cancel subscription. Three clicks, no phone call required. Service continues through the end of your current billing period. Per FTC § 425.

Will I get a refund for the rest of the month?

No — service runs through the end of your current billing period. There are no prorated refunds.

Is there a money-back guarantee?

Yes — first-time No Contract subscribers at standard retail pricing get a 30-day Lead Delivery Guarantee. If Vetra doesn't deliver at least 10 qualified leads during your 30-day window, Vetra will offer two free months of service, or a full cash refund if you prefer.

A qualified lead includes contact info (name + phone or email), vehicle information, and a stated service interest.

The 30-day window starts at onboarding completion, not signup. You must complete all five onboarding steps (call forwarding live, widget on homepage, knowledge base populated, test call passes, test widget chat passes) within 3 business days of your initial charge. Miss that window and the guarantee is void.

Other conditions: widget kept installed throughout, commercially reasonable lead response times maintained, no chargeback filed, standard retail pricing only ($399/mo Core or $499/mo Pro), one guarantee per shop lifetime.

Email legal@usevetra.com within 14 days of your Lead Delivery Window closing to claim (i.e., within 44 days of onboarding completion). See Terms Section 7 for full conditions.

What happens to my hardware?

We mail you a free return shipping label within 5 minutes of cancellation. You have 30 days from your service end date to ship the device back.

Can I reactivate later?

Yes — your shop data stays on file for 90 days after your service ends. During that window you can reactivate in one click from your dashboard without re-entering anything. After 90 days a new signup is required.

Does the voice AI replace my phone line?

Pro plan: Yes. The voice AI answers your inbound calls, qualifies the customer, and can book appointments — no forwarding to you unless the customer asks for a human.

Core plan: No. Core uses a forwarding-first setup. The voice AI intercepts missed calls and can take a message or qualify the lead, but live calls ring to you first.

What if my customer wants to talk to a human?

The voice AI will transfer the call to you on request. If you're unavailable, it takes a message and sends you an instant SMS with the lead details.

Does it speak Spanish?

Not currently. The voice AI responds in English only. Spanish support is on the roadmap.

How does the widget know my pricing?

We load your shop's labor rates from the Settings → Pricing tab in your dashboard, along with a knowledge base of common services and vehicle-specific labor times. The widget uses this to give instant estimates for common jobs.

Can I edit what the widget says?

Yes — from the dashboard's Settings → Widget tab you can update your shop's knowledge base, adjust what services are highlighted, and tune the tone of responses.

What if a customer asks something off-topic?

The widget politely redirects to a phone call or contact form. It won't give advice outside its knowledge base or make up pricing for jobs it doesn't have data on.

What's the hardware lease?

A small networking device that connects your shop's existing tools to Vetra. We lease it monthly — you don't own it, and you don't have to pay a lump-sum purchase price. The lease runs alongside your software subscription.

What if it breaks?

Free replacement, shipped within 48 hours. You send the broken unit back in the same box.

Where's my data stored?

Supabase US-East. Postgres with row-level security — your shop's data is isolated from other shops at the database level.

Do you sell my customer data?

No. Your customer data is never sold or shared with third parties for marketing purposes. See our Privacy Policy for the full breakdown.

How do I get help?

Email avi@usevetra.com or use the Support tab inside your shop dashboard. Response within 24 hours — usually within 2 hours during business hours (Mon–Fri, 9am–6pm ET).