🏡 Home Visits

The Home Visit Fee includes:

• A detailed personalised clinical examination
• A personalised treatment plan for your pet
• Follow-up contact for the first 48 hours after visit (if needed). 

Additional medications, procedures, or diagnostic tests are quoted transparently and only performed with your consent.
If you’d prefer to obtain medications, diagnostics, or treatment elsewhere, we’re happy to provide a script or referral at no extra cost.
There are no hidden fees in our practice — period.

📱 Tele-Pet Visits

The Tele-Pet Fee includes a 15-minute or 30-minute personalised consultation by:

• Video call
• Phone call
• Text message

You choose the format that suits you best.
⛔ Under current WA veterinary regulations, we cannot prescribe medications via Tele-Pet unless your pet has been examined in person by us within the last 6 months. 

🚨 Urgent Care

We offer urgent care for conditions that require prompt attention, but not immediately life-threatening. For example, we cover:

• Sudden illness (e.g. vomiting, diarrhoea)
• Pain or limping
• Minor wounds or infections
• Discomfort, eye or skin issues, etc.

We do not attend emergencies that require immediate hospitalisation, such as:
✘ Severe bleeding from major vessels
✘ Electrocution
✘ Non-breathing or severely compromised breathing pets
✘ Sudden unexplained collapse
✘ Confirmed snake bites

⚠️ For the best outcome for your pet, please take these cases directly to a 24/7 emergency vet hospital.

💳 Payments

• The full appointment amount is authorised (placed on hold) at the time of booking, but not charged immediately.

• Once we review and approve your booking, and after the visit is completed, the payment will be captured.

• If your request cannot be accepted, the hold will be released and no funds will be taken.

• Payment authorisation is handled securely via our platform and ensures your spot is reserved while maintaining flexibility.

🕐 Cancellations

• More than 24 hours before the start of the appointment window:

  ✅ You may cancel free of charge.

• Between 24 hours and 2 hours before the start of the appointment window:

  ⚠️ A 50% cancellation fee will apply.

• Less than 2 hours before the start of the appointment window or no-show:

  ❌ The full appointment fee will be charged.

🔁 Rescheduling

• More than 12 hours before the start of the appointment window:

  ✅ You may reschedule at no additional cost.

• Between 12 hours and 1 hours before the start of the appointment window:

  🔁 A $29 administration fee applies to reschedule your booking, re-adjust our logistics, and replan other clients’ visits.

• Less than 1 hours before the start of the appointment window:

  ⚠️ Rescheduling is not possible. The booking may only be cancelled, and cancellation fees will apply as outlined above.

⚖️ Transparency & Consent

We are committed to open communication and informed consent.
Nothing is done or charged without your pre-approval.
No surprises. No upsells. No pressure- we hate them, Period.

When you book, you’ll be asked to enter your pet’s details and a brief description of the issue. Once we receive your booking request, we’ll review it based on urgency compared to other confirmed bookings, our timing, and logistics, and will get back to you during business hours to confirm whether we can attend in a timely manner.

On the day of your appointment, we’ll send you an ETA update before the visit, so you know when to expect us.

🏡 What to Expect During a Visit

We’ll arrive at your home with everything we need to carry out a thorough consultation—whether it’s a routine check-up, diagnostic procedure, or treatment.

• Almost all common medications can be dispensed at your doorstep during the visit.
• In rare cases where we don’t stock a specific medication or a large quantity is needed, we’ll work with you to find the best solution. This may include temporarily using a similar-acting medication, dispensing a smaller amount on the spot and supplying the rest later by post, arranging delivery via courier, or issuing a prescription for you to collect the medication from a local pharmacy.
• If you prefer to source medications or diagnostic services yourself, we’re happy to provide a prescription or referral so you can access them through your preferred pharmacy or diagnostic centre.
• If your pet requires diagnostics that need to be performed in a laboratory, we can arrange that too. We’ll collect the sample during the visit and submit it to one of our trusted partner labs in Australia—such as IDEXX Laboratories, Vetnostics, and others.
• Most test results are returned within 24 hours or less. Once received, we’ll interpret the results and contact you with a clear, plain explanation and discuss any next steps if needed.
• You can expect clear communication, no rush, full consent before any treatment or medication, and written follow-up notes to keep everything transparent.