Q&A

What are your working hours?

Customer service:
Sunday – Thursday: 9AM-10PM
Friday: 9AM-3PM
Out of working hours you can leave a message and get information about emergency care if needed. Online chat with a veterinarian is available during working hours (Even in very busy times, we do our best to answer in no longer than 24 hours)

What kind of animals do you treat?

Our services are suited for dogs and cats.

What kind of treatments can be done in-home?

Our vets can provide in-home preventive care, vaccinations and varied procedures (Nail clipping, ear cleaning, anal draining etc.). Besides those, many other treatments can be done at home, subject to your vet’s discretion – according to each case, pet’s temper, availability, recurring problem or not etc.

In any case, that is exactly why our vets are working closely with our partner clinics.
As a rule of thumb, exams and treatments that require sedation (or more) are (usually) recommended to be done at a clinic. If you are not sure whether we can treat your pet at home please contact us and we’ll be happy to help.

How do I enroll for an annual plan or schedule a single house-call?

Quick and simple!
1. Log in with your Google account or with a username and password
2. Fill in the required information about you and your pet
3. Choose a time slot that is convenient for you
4. After choosing a time slot, choose between annual plan or a single house-call, type a promo code if you have one and pay
5. Do you have a puppy\kitten that didn’t get any vaccines? Choose “puppy\kitten plan”
See you soon!
**We value your time, and so the night before the visit you will receive an SMS with a more accurate arrival estimation

How can I know if I need a mature or a puppy\kitten plan?

Congratulations for a new family member! If they didn’t get any vaccinations at all, you need to choose the annual puppy\kitten plan. A puppy gets 6 visits instead of 4, and a kitten 3 visits instead of 2. When you choose a plan, make sure to take the V off the question “Did they get vaccinated in the past?”. If you have a puppy, we recommend this plan even if they already got one distemper vaccine because the plan includes a chip as well. If you have a kitten, the plan includes an extra visit and an extra FVRCP vaccine.

How can I schedule a house-call?

Members – click on “Schedule a visit” on your profile and choose a time slot.
Not members yet? Join Kumba and you will be able to schedule a single house call or as part of an annual plan

Are you operating in my area?

We are doing our best to reach more and more areas. We recommend following our Facebook page where we announce new areas and cities.
Currently we are operating at the Gush-Dan and Ha Sharon
From Netanya in the north to Rishon le Zion in the south. Rosh ha’ayin in the east.
Soon, we’ll be operating in: Ramla, Lod, Rehovot, Zihron Ya’akov, Haifa and Jerusalem.

I couldn't login. What should I do?

If you signed up with a Gmail account, please make sure the device from which you are trying to login is connected to the same account. If you signed up with a username and password, try “I forgot my password” on the login page. If you need help contact us on the chat.

What are my options for consultation?

During working hours you can send a message through the chat in the website or in Whatsapp for veterinary consultation. To consult on matters of schedule visits, adding animals to your account or other subjects, please call during working hours.
Working hours:
Sunday – Thursday: 9AM-10PM
Friday: 9AM-3PM

How does a vet round works?

To every round, there is a maximum number of people that can enroll, depending on the round’s length. This limitation exists so that the vet can give each and every pet the time and attention needed for a thorough exam.
Registration is closing a day before each round at 6:45PM, and our system is calculating the optimal route. At 7PM an SMS will be sent to whoever registered with a more specific arrival window, so that you don`t have to wait more than an hour and a half.

I want to spay\neuter my pet. What should I do?

Spaying and neutering must take place at a clinic, after a physical exam and a blood test. Therefore, we cannot do this procedure at home. Spaying\neutering are not included in the plans.

I scheduled a house-call. What now?

Now all you have to do is open the door when the vet arrives, and get convenient, quality medical care at the comfort of your home 🙂
We recommend updating your pet`s profile (Weight, breed, age) and your profile (address) so that the vet will have everything they need. You can update information on your account on the website.
Before the visit, it is recommended to prepare the pet’s medical history.
If your pet doesn’t feel well before the visit (Vomiting, Diarrhea, wounds, female in heat) you need to cancel the visit. Up till 24 hours before you can cancel on the website, if there is less than 24 hours cancelation can be made on the phone through customer service.

Can I pick an exact visitation time out of the range offered?

Because routes are closing the night before and our system automatically creates optimal routes, there is no option to ask for a specific time. Route calculation depends on many factors such as who registered, how many pets they have and where they love.
Still, if you have specific constraints please let us know and we will do our best to match your request. If the time scheduled for you is inconvenient. Please contact us and we will reschedule.

I scheduled a house-call, when would you come?

After filling you and your pet’s information, visitation times are up to you.
Choose a time slot that is convenient for you, for example – Sunday between 6PM-9PM, and the evening before you will receive an SMS with a narrow range. On the day of your visit you will receive an SMS when the vet is on their way to you.
See you soon 🙂

My cat is scared of new people, he runs away from them. How can I make sure he gets treatment?

When you receive an SMS that the vet is on his way to you, please make sure your cat is in a closed room, with not many places to hide. On our side, we promise we will do everything we can to make the experience as pleasant as possible for them. We will bring snacks and other good stuff that will help with that.

I scheduled a house-call for a vaccination\preventive treatment but my pet doesn't feel well. What should I do?

Vaccinations and preventive treatments can be done only when the pet is feeling well and in good medical condition. If your pet doesn’t feel well before the visit (Vomiting, Diarrhea, wounds, female in heat) you need to cancel the visit. Up till 24 hours before you can cancel on the website, if there is less than 24 hours cancelation can be made on the phone through customer service.

If you decide not to cancel and vet will come and exam your pet, the visit will be charged of your plan (even if your pet did not get the vaccination)

Can I pay the vet during the visit?

Our vets are the best – at providing medical care. Therefore, our job is to clear them to deal only with your pet’s health, and not on charging payments and other bureaucracies. That’s why we developed a system that makes our job efficient, and payment takes place ahead of time on the website by credit card only (Currently we do not take American Express).

The vet arrived but I couldn't find my cat. Will the visit be charged off my plan?

We promise we will do everything we can to make the experience as pleasant as possible for them, but in case we didn’t get the chance to treat your pet (cat didn’t come home, dog is aggressive, cat is hiding and is not closed in one room etc) the visit will be charged.
Before the visit, Please make sure your cat is in a closed room without many places to hide.

I just had a house-call, how do I know when the next one is?

Generally, a mature dog needs 4 visits a year, one every 3 month. A puppy needs 6 visits a year – the first 3 visits with 3 weeks between each visit (starting at the age of 2 months) and then another 3 visits 3 months apart.
A mature cat needs 2 visits a year, every 6 months. A kitten needs 3 visits a year, the first 2 with 3 weeks between visits (starting at the age of 2 months) and another visit 6 months after.
On your profile you can see the estimated date for your next visit* (written under your pet’s name). 2 weeks before you’ll need to schedule the next visit you will get a reminder by SMS*.
If you did not schedule after receiving 2 reminders, no more reminders will be sent.
* On a puppy\kitten plan the estimated date for the next visit will not appear and reminders will not be sent, as this is subject to your veterinarian judgment considering the pet’s development and condition. Please ask your veterinarian for an estimation for the next visit and schedule accordingly.

What happens after my annual plan is over?

There is no auto-renewal. You can renew your plan on the website or contact us. In any case we will let you know when renewal is necessary.

What should I do in case of an emergency?

During working hours (Sunday – Thursday 9AM-10PM, Friday 9AM-3PM)
Please call (by phone, not SMS) customer service. One of our representatives will ask the relevant questions and after consulting with a vet will refer you to a partner clinic if needed.

Out of working hours:
You can call and leave a message. In case of a life threatening emergency, you need
To go immediately to a medical center or a veterinary hospital. Emergency care is not included on your plan and will be charged.

Emergency centers:
Red Vet – Emergency services to your doorstep
*Operating in Gush-Dan only
1700-553003
(10% off for Kumba members)

The veterinary hospital “Beit Dagan”
Macabim road 70, Rishon le Zion
03-968858

“Havat Da’at veterinary hospital
Beit Berel
09-7431117

Veterinary hospital Herzliya
Ben Gurion 26, Herzliya
09-9668133

My pet needs immediate care, can I go to one of your partner clinics?

Our partner clinics are open to Kumba members during the clinics working hours.
Kumba members are entitled to a free check up.
Please call customer service, after consulting with a vet you will get a referral if needed.
You need to let the clinic know you are coming (treatment is given according to medical priority)
For the clinic list click here.

Out of working hours, you can contact an emergency center
*Emergency care is not included in your plan and you will be charged

Emergency centers:
Red Vet – Emergency services to your doorstep
*Operating in Gush-Dan only
1700-553003
(10% off for Kumba members)

The veterinary hospital “Beit Dagan”
Macabim road 70, Rishon le Zion
03-968858“Havat Da’at veterinary hospital
Beit Berel
09-7431117

Veterinary hospital Herzliya
Ben Gurion 26, Herzliya
09-9668133

How can I know if I need a mature or a puppy\kitten plan?

How do I sign up for an annual plan or schedule a single house-call?

Quick and simple!
1. Log in with your Google account or with a username and password
2. Fill in the required information about you and your pet
3. Choose a time slot that is convenient for you
4. After choosing a time slot, choose between annual plan or a single house-call, type a promo code if you have one and pay
5. Do you have a puppy\kitten that didn`t get any vaccines? Choose “puppy\kitten plan”
See you soon!
**We value your time, and so the night before the visit you will receive an SMS with a more accurate arrival estimation.

Can I cancel a scheduled house-call on my own?

Members can cancel a scheduled visit on their own 24 hours before the visit.
This can be done through your profile on the website.
Canceling a visit when there is less than 24 hours can be done by phone only.
To see the full cancelation policy click here.

Is there a discount for more than one pet?

Of course!
We are pro-adoption and appreciate people that have more than one pet.
Multiple pet parents are entitled to an automatic 5% off for every extra pet.