How can we help?

Go to dashboard.usevetra.com and click Forgot password to receive a magic link by email. Check your spam folder. If the email doesn't arrive within 5 minutes, email support@usevetra.com and we'll send a manual reset link.

Email support@usevetra.com for general questions. For billing or legal questions, email legal@usevetra.com. For urgent operational issues, text Avi directly at 423-737-4490. Response times: email within 4 business hours, text same day.

Copy the one-line snippet from your dashboard under Settings → Widget and paste it before the closing </body> tag on every page of your site. If you need help installing it, reply to your onboarding email — Vetra will install it for you at no charge.

Call your shop's after-hours forwarding number from a different phone outside your configured business hours. The Vetra voice AI should answer within two rings. If it doesn't, confirm call forwarding is active in your phone carrier settings per the instructions sent in your onboarding email, then contact support@usevetra.com.

Hardware-as-a-Service units ship within 3–5 business days after your 3-month clean-payment milestone. Setup instructions arrive in the box and by email. Mount the camera per the included diagram; the tablet comes pre-configured. Contact support@usevetra.com if anything is missing or damaged on arrival.

Yes. Multi-location accounts are handled directly by Avi (founder) with custom quoting. Email avi@usevetra.com or ask your sales rep to flag it. Each location gets its own widget, voice AI configuration, and dedicated phone number.

Yes. Once call forwarding is configured, any call to your shop outside your set business hours routes to Vetra's voice AI. It answers, qualifies the caller, provides a soft estimate if asked, and texts you a lead summary immediately. Core covers after-hours only. Pro covers all hours including daytime missed calls.

On Core, daytime missed calls are not covered — only after-hours calls route to Vetra. On Pro, whenever a call goes unanswered (daytime or after-hours), Vetra picks up immediately and runs the full qualification conversation, then sends you a lead summary by SMS.

Update the forwarding number in your dashboard under Settings → Voice AI. The new number is active within minutes. If you need to forward from a landline or VoIP system, email support@usevetra.com — setup instructions vary by carrier.

No Contract plans: email legal@usevetra.com at least 14 days before your next billing date. Your service continues through the end of the current billing period — no partial refunds for unused days.

12-Month plans are fixed-term commitments and cannot be cancelled early; they auto-expire at the end of the agreed term.

Annual Prepay plans are non-refundable once the service period has begun. See Terms of Service Section 7 for full details.

First-time No Contract subscribers at standard retail pricing get a 30-day Lead Delivery Guarantee. If Vetra does not 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. Onboarding must be complete within 3 business days of your initial charge or the guarantee is void. Onboarding is complete when all five steps pass: call forwarding live, widget on homepage, knowledge base populated, test call passes, test widget chat passes.

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 (within 44 days of onboarding completion). Refunds processed within 5–10 business days. See Terms Section 7 for full conditions.

Log in to your dashboard, go to Settings → Billing, and click Manage billing. This opens your Stripe billing portal where you can update your card, view past invoices, and download receipts.

Email legal@usevetra.com with your shop name and a description of the issue. For invoice copies, log in to your dashboard → Settings → Billing → Manage billing (Stripe portal). Stripe sends automatic receipts to your account email after every charge.

Hardware leases run for the agreed term and are not cancellable early unless there is a verified equipment failure not caused by misuse. If you believe your unit is defective, contact support@usevetra.com within 30 days of delivery. Note: cancelling your software subscription does not automatically end a hardware lease — hardware payment obligations continue independently through the lease term.

Customers can reply STOP to any Vetra SMS at any time. Opt-outs are processed automatically and that customer will not receive further messages. This is fully compliant with TCR carrier registration. Customers who opted out can re-subscribe by texting START. Vetra sends all SMS from toll-free number +1 (833) 789-1919.