FAQs
General
What is muruguru?
muruguru is a Pet Health Care Content Platform related to pet health and safety. It provides you with:
- Professional information regarding pet health care
- Vet Appointment: with a broad veterinarian network across the whole of Hong Kong
- Vet Q&A: professional Veterinarians are available to answer your animal queries online
- Pet Insurance
- Members Exclusive Benefits
Becoming a member
How do I join muruguru?
What is the age-restriction for muruguru’s membership?
There is no age-restriction for muruguru’s membership.
Do I have to pay to join muruguru?
No, it's completely free.
Why should I join muruguru?
By becoming a member, you can enjoy the following privileges:
- • Receive the latest updates regarding pet health care.
- • Enjoy the Member Exclusive Benefits
- • Access to the Vet Appointment.
- • Access to Vet Q&A.
Membership information
Where can I find my muruguru account details?
Where can I update my email address, password, or other personal details?
After you log in to your account, click the “Settings” tab then click the “Green Pencil” icon. You can then update your email address, password, or other personal details.
I have forgotten my password, what do I do?
Head to the home page of the muruguru website and log in as usual. On the page where you enter your password, select the “Forgot Password” option, and follow the instructions listed.
I haven’t received password reset email. What should I do?
Why was my account deactivated? How can I reactivate it?
How do I delete my account?
Vet Q&A
What is the “Vet Q&A”?
“Vet Q&A” is an online service provided by the muruguru veterinarian team, allowing members to ask questions related to pet health care and receive professional advice.
What are things I have to watch out for when using “Vet Q&A”?
Please search for relevant keywords on the website before asking, to check if your question has already been answered before.
When asking, please refrain from asking anything other than topics related to pet health and safety.
Generally, your question will be answered within 5 working days.
How do I use “Vet Q&A”?
On the home page, click on the icon “Vet Q&A”, and you will see a banner on the page. Click on the banner and submit your questions according to the information provided.
Do I have to be a member to use this function?
What type of questions can I ask?
You can ask any questions, as long as they are related to pet health.
How can I get a veterinarian to answer my question?
Members need to share their question and receive at least 10 “supports” from other muruguru members to receive a response more quickly. Otherwise, the question may not be answered at all.
Can I specify a veterinarian to answer my question?
No, you can’t. Each veterinarian will be online at different times, and will answer your questions based on their expertise to provide appropriate answers.
How do I know if my question has been answered?
You can check on the muruguru website frequently to see if a response has been given.
Is there a limit to the number of questions I can ask?
There isn’t a limit to the questions you can ask. However, please do not repeat the same questions.
Why can I not find my question on the webpage?
Regularly, your question will be displayed on the website. However, to ensure the questions are sensible, muruguru has the rights to delete inappropriate questions at any given time, including but not limited to the following points:
1. Repeating of questions
2. Questions that are unrelated to pet health care
3. Use of insulting, defamatory, or personal attacking language, obscene words or images
4. Misleading and false content
5. Use of promotional text, links or images
Where can I find the personal profile of the veterinarian who answer the questions?
On the home page of muruguru, select “Vet Team” under “Vet Appointment” to view the personal profiles of each veterinarian, or find the related banners on home page, then you can know more about them.
Can I book an appointment with the veterinarians who responded to my questions?
Vet Appointment
What is it?
It is a service that muruguru and related veterinary clinics provide to the Hong Kong public. It enables pet owners to easily schedule veterinary appointments online. (Applicable for non-emergency cases only)
Why should I use this service?
muruguru’s veterinary team is rich in experience and constantly growing. This function allows users to find the most suitable vets and medical services for their pets at any given time or place, saving lots of waiting time.
How do I use this service?
How is my booking confirmed?
muruguru and the relevant vet clinic will confirm your booking by contacting you through WhatsApp or a phone call.
How can I change the time of the appointment? Can I cancel the appointment?
Yes, you can. However, please notify us about the change/cancellation of the appointment at least 2 working days prior to the scheduled time, and contact the relevant clinic or veterinarian to confirm the changes/cancellation.
What happens if I arrive early/late to the scheduled appointment?
If you arrive early, please wait patiently for the clinic nurse or veterinarian to arrange the appointment.
If you arrive late, the clinic or veterinarian will make arrangements for you according to the situation at the time. Pleas note that arriving late may result in delays or cancellations of your appointment, and muruguru cannot be held responsible for any resulting disputes.
Do I have to be a muruguru member to book an appointment with a veterinarian?
Other Questions
How can I receive promotions, news and updates from muruguru?
After logging in, click on “Settings”. Press the “Green Pencil” icon to edit your basic information, and you will find the option to turn on the promotional notices from muruguru.
Is my personal information safe?
Still have any further questions?
please contact us:
