Help & support

Making a booking

You must be logged in to book — new accounts are approved by the practice before they can be used. If you have an account, use the same link you book with.

Book on your practice's website — the link your vet gives you (e.g. yourbusiness.bookmyvet.au). Each practice has its own site with its own procedures and availability.

1. Click Make a Booking in the header.
2. Choose the procedure your pet needs, plus any optional add-ons. If the practice groups its procedures into categories, use the category buttons at the top to show just one group (e.g. “Fractures”) instead of scrolling the whole list — All shows everything.
3. Choose a clinic location.
4. Pick a date and an available time — optionally repeat the booking weekly, daily or monthly.
5. Enter your name and phone number (required). An email is optional — add it if you want booking emails (it's verified with a 6-digit code).

You will receive a booking reference immediately. The clinic then confirms the appointment by email.

Choosing a time

Only available times are shown. Slots already booked, outside working hours, on holidays, or too soon/too far ahead are never offered — and neither are times the surgeon can't physically reach: the system leaves driving time between clinics (plus an arrival buffer). If a day shows no times, try another day.

Add-ons & repeating bookings

Some procedures offer optional add-ons (e.g. a post-operative radiograph) — pick them on the first step and they extend the appointment and total. You can also repeat a booking weekly, daily or monthly for a set number of appointments; every date in the series is shown on the confirmation page and booked separately.

Confirmation & statuses

New bookings start as Pending. The clinic approves or rejects them by email. You can check your status at any time in My Bookings.

Changing the time of a booking

To change the date or time of an appointment, contact the clinic — they will move it to a suitable slot and confirm by email. Time changes are managed by the clinic so the surgeon's schedule stays accurate.

Cancelling a booking

In My Bookings, click Cancel next to the appointment. The clinic is not notified automatically — for urgent changes, contact the clinic directly.

Accounts & login

Log in on your practice's site (the same link you book with — e.g. practice.bookmyvet.au). Your login is your 10-digit clinic phone number (e.g. 0753297997 or 0438709664) — no email address to forget. Register with your phone number, name and password; the email you add is verified with a 6-digit code so booking emails reach you. Log in any time with the phone number + password to see all your bookings, cancel them, and change your password or email address (My Bookings → Account details — an email change is confirmed with a code to the new address).

The calendar

The Calendar page is available to logged-in clients. You see full appointment details for your own clinic's confirmed appointments; visits at other clinics show as neutral “Visit” blocks with no patient details, so no client's patient information is visible to another. Appointment blocks are labelled with the procedure and the clinic name — never the client's name. Bookings awaiting approval are only visible to the clinic. Days the surgeon is away (leave, training) are marked with a banner and no bookings are offered. Click an appointment to see details and add it to your own calendar.

Dashboard

Today's appointments, pending/approved/cancelled counts, revenue and bookings-by-service for the month, and what's coming up.

New appointment

Book for a customer over the phone or at the desk: choose category → service → clinic → surgeon → date and time, then find the customer by typing their name, email or phone (existing customers appear automatically) or enter new customer details — a customer profile is created automatically. Set the status and whether to send a notification.

Appointments list

Filter by status, service, clinic, date range or search text. Quick actions: Approve, Reject, Finish, Cancel, Edit, Delete. Export CSV downloads the current filter as a spreadsheet file.

Calendar views & drag-drop

Four views: Month, Week, Day and List. Filter by clinic, service or surgeon. In week/day view, drag an appointment to another day and time to reschedule it. Click an empty spot or the + to create an appointment for that time; click a block to edit it.

Customers

The client directory. Profiles are created automatically on a first booking; you can also add them manually. Search by name, email or phone, open a customer to see their history, and add an appointment for them directly. Each customer has an Area / region field (the area they're in, e.g. "Brisbane South of River") — customers are directory records of your practice, not platform tenants.

Practice website

Every practice has its own public site at slug.bookmyvet.au (e.g. yourbusiness.bookmyvet.au). Visitors see a practice landing page: how booking works, the practice's contact details and a Book an appointment button. The practice's primary email (shown in the Contact section) is the surgeon's email, set under Admin → Surgeons. The site address (slug) is managed by the platform operator under Tenants. Questions about the booking system itself go to info@bookmyvet.au.

Services & categories

Procedures the clinic offers. Each has a duration, optional price, colour and buffers (gaps kept free before/after). Group services into categories — the booking page shows them grouped with category buttons to filter. Add extras per service (e.g. a bandage change): name, price, extra duration and quantity range. Tick Admin only to hide a service from clients entirely (e.g. holiday bookings the clinic books itself) — it stays available to staff in the admin console. Services can be disabled without deleting them.

Locations

Each clinic where the surgeon works. The colour drives the calendar and booking display; the region labels the service area (e.g. "Brisbane North of River").

Surgeons

Who performs the procedures. Tick the services each surgeon offers (none ticked = every service), add special days that override the weekly schedule for one-off dates, and manage their working hours under Working hours.

Working hours

The veterinarian's weekly availability — the same schedule applies at every clinic (blank days are days off). The week runs Sunday to Saturday, times in Australia/Brisbane. Slot availability is computed from these hours plus travel times and holidays, so update them whenever the schedule changes. One-off days (e.g. a Saturday) go under Surgeons → special days.

Holidays

Dates when the clinic is closed — no bookings are offered. Add a holiday for everyone, or for a single surgeon.

Notifications

Editable email templates for each event: new booking, approved, rejected, rescheduled, cancelled. Use {{placeholders}} for appointment details and {{#field}}…{{/field}} for optional text. Disable an event to stop sending it. Emails are sent when SMTP is configured (see Settings); otherwise notifications are recorded and visible on each appointment. Push notifications to your phone are a separate channel — see Pushover.

Pushover push notifications

Get instant push notifications on your phone for new booking requests, approvals, rejections, cancellations, reschedules and reminders — even when nobody is watching the inbox.

1. Sign up at pushover.net and install the Pushover app on your phone.
2. Create an application in Pushover — copy its Application token.
3. Your User key is shown on the Pushover dashboard.
4. Admin → Settings → Pushover: enable it, paste the token and user key, then Send test push.

Pushes include the service, patient, time and clinic, with an Open appointment link straight to the admin page. Every push is logged on the appointment (channel “pushover”). Disabling Pushover or clearing the keys stops all pushes.

Reports

Bookings and revenue for any date range, broken down by day, service, surgeon and location. Export CSV downloads every appointment in the period.

Billing & export

Admin → Billing lists every approved/finished visit for a period with the clinic name, clinic email, animal name, procedure, extras and total amount. Export CSV downloads it ready for a bookkeeper or spreadsheet (and imports cleanly into Xero). Each clinic's billing email is set under Locations. Amounts come from the service price (set on the Services page) plus any extras booked.

Travel times

The surgeon travels between clinics, so the system reserves driving time: an appointment at one clinic blocks every time at another clinic that wouldn't allow him to get there (plus the arrival buffer in Settings). Each location has a travel time from base (Locations page) used to estimate clinic-to-clinic times (A→base + base→B). For accurate times between specific clinics, fill in the Travel times matrix — those override the estimates. Blank cells show the automatic estimate.

Settings

Company name, tagline, notification email, phone and address; currency symbol; default status for new bookings; slot step (alignment of offered times); minimum advance notice; and how far ahead customers can book. Reminder emails before approved appointments are sent automatically (hours-before is fixed at 24 in the database, reminder template under Notifications). Email (SMTP) and Pushover are configured here too — use Test email / Test push to verify them.

Roles & logins

• Platform super admin — runs the platform. Logs in only at bookmyvet.au with the platform email (admin@bookmyvet.au); sees only the platform console: Dashboard, Tenants, Backups, Reports, Settings. Cannot see any practice's bookings, customers or catalog — logging in on a practice site is rejected.
• Tenant admin — a practice's login, used on that practice's own site (e.g. yourbusiness.bookmyvet.au). Sees the practice's full console: appointments, calendar, customers, services, locations, surgeons, working hours, holidays, notifications, billing, reports and settings.
• Customer / client — books appointments on their practice's site and sees only their own bookings. No admin access.

Login is strictly separated: practice accounts can't log in at bookmyvet.au and the platform account can't log in on a practice site — each side uses its own address.

Tenants

Admin → Tenants lists every practice on the platform. Create tenant asks for the practice name, the admin's login email and password (leave the password blank to generate one — it's shown once after creation). Each tenant gets its own isolated database and its own website at slug.bookmyvet.au (the slug is derived from the name and can be changed under Edit → Site address — that's the link clients use). The tenant's admin then logs in on their own site and configures their practice from scratch. You can also edit a tenant (rename, change the admin email/password, enable/disable) or delete it (its database file is kept on disk). Backups for each tenant are managed from the separate Backups page.

Backups & restore

Admin → Backups is the platform backup console. It shows every practice with its backup count, last backup and status, and lets you select one practice to see its backups with Download (grab the database file), Restore (replaces all of that practice's current data with the backup — confirmed before it runs), Delete, and Back up now. A Back up platform button snapshots the platform database (registry, super admins, sessions — download/delete only, never restored from the UI). Automated backups run every night at 02:30 for the platform and every active practice, keeping the newest 7 per practice. A backup can only be restored into the practice it came from.

Platform dashboard & reports

The platform Dashboard lists every tenant (practice, site address, admin login, status, bookings, last backup) with a Manage tenants button. Reports shows the period statistics plus a “What each tenant is doing” table — per practice: bookings, approved, pending and booked value. Tenant admins see only their own practice's reports; the platform view aggregates all of them.

Install the app on your phone

On your practice's site, open App in the header (or /install). Your phone shows the steps to add BookMyService to your home screen — no QR needed. On a computer the same page shows a QR code to scan with your phone. Once added, the app opens full screen with its own icon, and your bookings, the calendar and your account all work from it.

Do I need an account to book?

No. You can book without an account — just enter your name, email and phone. An account is only needed to see and manage bookings later.

How will I know my booking is confirmed?

You'll receive an email once the clinic approves the booking. Check the status any time in My Bookings.

Can I book for today?

If the clinic's settings allow it and a slot is still available today, yes — otherwise only future dates are offered.

How far ahead can I book?

The clinic sets a maximum advance window; dates beyond it are not offered.

Where are prices?

Prices are set per service by the clinic. Contact the clinic for a quote — payment is arranged directly with the clinic, not through this website.

Do I need an email to book?

No — the phone number is enough. An email is optional; if you add one it's verified with a 6-digit code so booking confirmations and reminders can be emailed to you.

The clinic

Contact details are set under Admin → Settings.