Frequently Asked Questions
1. What suburbs do you service?
2. Insurance, Police checks, and memberships?
3. Can you administer medicine to my pet?
4. How early do I need to book?
5. What happens in an emergency?
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1. What suburbs do you service?
Based in Nedlands, we primarily service the Western and Inner suburbs. Our preferred range is North of Canning River and South of Scarborough, and as far East as Kewdale to the South or Inglewood to the North. See the map above for our range.
If you live a little outside this area it may still be worthwhile contacting us: If our daily rounds already take us in your direction, or you're in an easy-to-get-to location we may still be able to accommodate your needs at no extra cost. And no matter how far away you live, if you are willing to cover the cost of the extra travel (expect about $1/km beyond our preferred area, per visit, negotiable) we will be happy to come to you. If you live to the North of our range, there is a good chance that Perth Pet Pals will service your area.
2. Insurance, Police checks, and memberships?
We have $5 million public liability insurance which covers your pet's health and life, your property and your keys, as well as any liability to a third party resulting directly from us working with your pets and around your property.
All Critters staff have a clean police clearance issued within the last 12 months and are happy to provide you with a photocopy of the document.
There are many organisations within the pet care industry that offer memberships to businesses, such as the PIAA, PSI, and numerous others. You might have seen their logos around and be wondering why Critters do not display any on our site. We have judged that these organisations are primarily advertisement agencies and offer no guarantees about quality of service. The only thing you need to do to be a member is pay them money, and in few cases sign a code of ethics; but they never follow up to ensure that you are following that code. Though we don't criticise other companies for joining such organisations, we have chosen not to do so ourselves. We do agree with and follow such organisations' codes of ethics.
3. Can you administer medicine to my pet?
Yes, we can deliver any type of medication including injections. If anything tricky is involved we appreciate you demonstrating this to us, if possible, at the initial consult to decrease the risk of any miscommunication. We are happy to schedule the initial consult at a time that you would normally administer the medicine.
If you have a pet that requires medicine at a specific time, we prioritise the timing of the visits. There is no extra charge for administering medicine, unless it is a lengthy, complicated procedure.
4. How early do I need to book?
This really does depend. The earlier you book the higher the chance that we will be available, and the more time you will have to find an alternative if we are not. We recommend contacting us the same day you find out that you will need us, even if it is to make a "maybe" booking. That said, if we are available we will not refuse last minute bookings.
5. What happens in an emergency?
Before you go away we get as many contact details off you as needed to maximise the chance we will be able to get a hold of you at any time. We also get your preferred vet's details and discuss with you maximum expenditure in the event that we can't contact you. If you expect to be uncontactable at any time, it is also worthwhile giving us details of an emergency contact person, preferably who lives nearby and is in a position to make decisions on your behalf.
In emergencies we use our best judgement to handle the situation and attempt to contact you or your emergency contact. We charge minimally for time spent on unforeseen circumstances, but some costs may be involved.
If we have an emergency of our own, your pets will NOT be neglected. We have backup plans to suit any event, and are happy to discuss these with you if you are concerned.
6. How and when do I pay?
Critters' prefered payment methods are cash and bank deposit, and we can supply our bank details upon request. We also accept cheque if that is more convenient for you.
If you wish to pay via credit card, we accept PayPal, however please add 2.5% to your fee to cover PayPal charges. To pay via PayPal now, click the button below.
We request that all payments are finalised not later than one week following the final visit, in the case of discrete bookings, or two weeks following each service, in the case of on-going bookings. Payment can be made any time in advance, and for bookings valued over $100 doing so will result in a 10% discount. Cancellation fees for services cancelled within 48 hours are to be paid in the same time frame that the booked service was to be paid.