Help

Support

Help with Van Hay — account, reporting, deletion, and AI Companion.

Support contact details will be published before public release. In the meantime, the guidance below covers the most common topics. Van Hay has not yet launched publicly.
Veterinary emergencies: Van Hay is not a veterinary service. If your pet is in immediate danger or requires urgent medical attention, contact a qualified veterinarian or emergency animal clinic in your area. Do not rely on Van Hay or the AI Pet Advisor for emergencies.

Account Access

If you are unable to sign in, have forgotten your password, or are locked out of your account, support contact details will be available on this page before public release. Until then, Van Hay has not yet launched publicly.

Reporting and Blocking

Van Hay provides in-app tools to report and block other users:

  • Report: Tap the report option on any profile, post, reel, or message. Choose the reason that best describes the issue and submit. Reports are reviewed by the moderation team.
  • Block: Blocking a user prevents them from seeing your profile, contacting you, or appearing in your Discover feed. Blocks take effect immediately.

For serious escalations, a support contact will be published on this page before public release.

Account Deletion

You can delete your Van Hay account directly from within the app — no need to contact support:

  1. Open Van Hay and go to your Profile.
  2. Tap Settings (gear icon).
  3. Tap Delete Account.
  4. Confirm when prompted.

Deleting your account permanently removes your pet profile, photos, matches, messages, community content, care journey records, and login credentials. This action cannot be undone.

If you are unable to complete account deletion from within the app, a contact method will be available on this page before public release.

Privacy Questions

For questions about how your data is handled, or to submit a data deletion or data access request, please review our Privacy Policy. A contact route for privacy-related requests will be published on this page before public release.

We aim to respond to privacy-related requests within 30 days of receipt.

App Issues

If you are experiencing a bug, crash, or unexpected behaviour in Van Hay, a support contact for technical issues will be published on this page before public release. Please have the following ready when contacting support:

  • A brief description of the issue
  • Your device model and operating system version
  • The Van Hay app version (visible in Settings)
  • Steps to reproduce the issue, if possible

AI Pet Advisor

The AI Pet Advisor feature provides general informational guidance on pet care, behaviour, and nutrition. It is powered by a third-party AI provider.

Important: The AI Pet Advisor is not a veterinarian. It cannot diagnose medical conditions or replace professional veterinary advice. Responses are generated automatically and may not be accurate for your specific situation. Always consult a qualified veterinarian for medical decisions affecting your pet.

Lost & Found

Van Hay includes a Lost & Found feature to help reunite lost pets with their owners. A support contact for Lost & Found enquiries will be published on this page before public release.