Frequently Asked Questions

How much does VETRA cost?

VETRA Core is $399/mo on No Contract, or $299/mo on a 12-month commitment. VETRA Pro is $499/mo on No Contract, or $459/mo on a 12-month commitment, 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?

Equipment is financed through VETRA's equipment financing program — you buy and own it. The monthly financing payment is separate from the software subscription and depends on the specific device and term length (24, 36, or 60 months). Once financed, the equipment is your property — nothing to return at end of term. Equipment financing payment obligations continue for the agreed term even if the software subscription is cancelled — see the Equipment Financing Schedule for full terms.

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 refund the first month's subscription fee in full, processed within 5–10 business days via Stripe to your original payment method.

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?

If you financed equipment through VETRA's equipment financing program, the equipment is yours — there's nothing to return. Your financing obligations run to the lender per your Equipment Financing Schedule. Cancelling your software subscription does not end your financing obligations.

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 is the Equipment Financing program?

Professional diagnostic equipment — A/C machines, scan tools, ADAS calibrators, key programmers, and fluid exchange systems — available through VETRA's equipment financing program. You buy and own the equipment, financed over 24, 36, or 60 months at 0% APR on your first unit (subject to credit approval). Financing is provided by GreatAmerica Financial Services and is subject to credit approval. The monthly financing payment is separate from your software subscription and runs alongside it.

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).