🏡 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 will be discussed and quoted before they are provided or performed, and will only proceed with your consent.

If you prefer to obtain medication, diagnostic testing or treatment elsewhere, XCura can provide a prescription or referral where clinically appropriate. The $35 prescription fee is waived when the prescription is issued during the consultation. Prescriptions requested afterwards attract the $35 fee, which covers reviewing the medical record, preparing the prescription and sending the physical copy to your nominated pharmacy.

📱 Tele-Pet Visits

The Tele-Pet Fee includes a personalised consultation by:

• Video call
• Phone call
• Text message

You choose the format that suits you best.

⛔ WA regulations limit prescribing through Tele-Pet. A new prescription medication can generally only be prescribed if the prescribing veterinarian examined your pet in person within the previous 7 days.

A repeat of the same medication may be prescribed if:

• it was previously prescribed, supplied or administered for your pet by us, within the previous 12 months;
• we have discussed your pet’s current health with you within the previous 7 days; and
• the veterinarian decides that another physical examination is not required.

Some medications and medical conditions require an in-person examination. This helps the veterinarian confirm the diagnosis and avoid treatment that may be unsuitable, ineffective or harmful to your pet.

Records, Insurance and Reports

Please allow up to 5 business days after we receive a complete request to prepare or send medical records, insurance documents, referral letters or veterinary reports.

Business days exclude weekends and Western Australian public holidays. Complex requests may take longer; we will advise you.

For urgent ongoing veterinary care, ask the treating veterinary service to contact XCura directly. Clinically urgent requests will be prioritised.

🚨 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, ear, or skin issues, etc.

We do not attend emergencies that require immediate hospitalisation and intensive care unit stay, such as:
✘ Severe bleeding from major vessels
✘ 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 payable at the time of confirmation of the booking..

• Payment is handled securely via Stripe 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 request a booking, you’ll be asked for your pet’s details and a brief description of the issue.
• We review requests based on clinical urgency, existing confirmed bookings, availability and travel logistics. We’ll then contact you to confirm whether we can attend and offer an appointment time or arrival window.
• If we can accept your booking, we’ll send you a secure payment link. Your appointment is confirmed and reserved once payment is received.
• On the day, we’ll send an estimated time of arrival (ETA) update before the visit.

🏡 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.

• Common medications can be dispensed at your doorstep during the visit.
• In rare cases where we don’t stock a specialised 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 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.

This modern approach to veterinary care places your pet’s wellbeing, your comfort, and clinical integrity at the centre of every visit.