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Finden Sie Antworten auf häufige Fragen zu unserem Telemedizin-Service
Service-Übersicht & Einschränkungen
Was ist Prescrivia?
Prescrivia ist eine Telemedizin-Plattform, die Patienten mit unabhängigen, EU-registrierten Ärzten und lizenzierten EU-Apotheken verbindet. Wir sind ein Vermittlungsdienst - wir beschäftigen keine Ärzte, betreiben keine Apotheken und bieten keine direkte medizinische Versorgung. Unsere Rolle besteht darin, sichere digitale Konsultationen und Verschreibungen für geeignete Nicht-Notfälle zu ermöglichen.
Are you a pharmacy?
No. We partner with independent, licensed EU pharmacies that handle all dispensing, quality control, and pharmaceutical care under strict EU regulations.
Are you a medical practice?
No. All medical decisions are made independently by qualified EU-registered doctors. We provide the technology platform that facilitates the connection between patients and healthcare professionals.
How is Prescrivia different from other platforms?
We operate as a transparent intermediary with clear separation between the platform, doctors, and pharmacies. This supports clinical independence, clear responsibility boundaries, and data-protection controls.
In which countries do you operate?
Prescrivia serves patients across the European Union. Our platform supports 14 EU languages and partners with doctors and pharmacies licensed in EU member states.
Wie es funktioniert
How does the consultation process work?
You complete a medical questionnaire, an EU-registered doctor independently reviews your case, if approved the doctor issues a prescription, and a licensed pharmacy may dispense and ship where lawful and available.
How long does the assessment take?
The online health questionnaire typically takes about 3 minutes to complete. Review timing depends on independent doctor availability and case complexity.
Can I choose which doctor reviews my case?
No, doctors are assigned based on availability and specialisation. All doctors on our platform are EU-registered and independently verified.
What happens after I submit my assessment?
An independent EU-registered doctor will review your submission. They may approve treatment, request clarification, or advise that treatment is not appropriate. You will be notified by email at each stage.
Medizinische Sicherheit & Verschreibungen
What treatments are available?
We facilitate access to a range of prescription treatments including weight management, pain relief, hair loss, sexual health, sleep, digestive health, smoking cessation, and travel health. Browse our treatments page for the full list.
Are the medications genuine?
Yes. All medications are dispensed by licensed EU pharmacies that source genuine, regulated products through authorised supply chains.
Can I request a specific medication?
You can indicate a preference, but the final treatment decision is always made by the independent doctor based on your medical assessment. They may prescribe an alternative if clinically appropriate.
What if my medication doesn't work?
If you have concerns about your treatment, complete a new assessment or contact the reviewing doctor through the platform. Never adjust your medication without medical advice.
Are there any side effects?
All medications may have side effects. The doctor will consider your medical history to minimise risks, and the medication will come with a patient information leaflet detailing potential side effects.
Zahlungen & Rückerstattungen
What does the price include?
Checkout may show one combined amount for clarity. Terms explain the platform, doctor review, pharmacy/product, delivery, handling, tax, and payment components.
Are there any hidden fees?
The checkout price is the amount shown before payment. Route, pharmacy availability, delivery, and taxes can affect what is offered before checkout is completed.
What if the doctor doesn't approve my request?
If treatment isn't appropriate, the doctor declines with an explanation. Refund handling follows checkout terms and may include refund of the platform fee where no platform service has been completed.
What payment methods do you accept?
We accept major credit and debit cards. All payments are processed securely through our PSD2-compliant payment provider.
Can I get a refund?
If treatment is not approved, refund handling follows checkout terms. Once medication has been dispensed by the pharmacy, returns are typically not possible for safety and legal reasons.
Lieferung & Versand
How fast is delivery?
Delivery timing depends on doctor approval, pharmacy fulfilment, country, carrier, and supply-chain conditions. Tracking is provided where supported by the pharmacy and carrier.
Is the packaging discreet?
Yes. All orders are shipped in plain, unbranded packaging. There are no logos, medical terms, or any indication of the contents visible on the outside.
Do you deliver to all EU countries?
We deliver across the EU. Delivery times and availability may vary by country. Check your delivery options during checkout.
Can I track my order?
Yes. You will receive a tracking number via email once your order is dispatched from the pharmacy.
Datenschutz & Datensicherheit
Is my medical information secure?
Sensitive workflows are designed for encrypted transport, restricted access, and data-protection controls. Clinical access is limited to authorised roles involved in review or support.
Who can see my medical data?
Only the independent doctor reviewing your case and the dispensing pharmacy (prescription details only) have access to your medical data. Our support team cannot access medical records.
Can I delete my data?
Yes. Under GDPR, you have the right to request deletion of your personal data. Some medical records may need to be retained for regulatory compliance, but we will explain exactly what and why.
Do you share data with third parties?
We do not sell or share your data with third parties for marketing purposes. Data is only shared with the reviewing doctor and dispensing pharmacy as necessary for your care.
Kundensupport
How do I create an account?
You can create an account by starting a health assessment. You'll be guided through account creation as part of the process.
How do I contact support?
Email us at support@prescrivia.com. Our support team is available Monday to Friday, 9:00-17:00 CET. Response timing depends on queue volume and case complexity.
Can support answer medical questions?
No. Our support team handles account, order, and technical queries. Medical questions should be directed through the platform to a qualified doctor.
How do I cancel my order?
If your order has not yet been dispensed by the pharmacy, contact support to request cancellation. Once medication is dispensed, cancellation is generally not possible.
Prescrivia ist ausschließlich eine Vermittlungsplattform. Wir erbringen keine medizinischen Leistungen, verschreiben keine Behandlungen und geben keine Medikamente ab. Alle medizinischen Entscheidungen werden von unabhängigen, in der EU registrierten Ärzten getroffen. Alle Medikamente werden von lizenzierten EU-Apotheken abgegeben. Diese Plattform erleichtert die Verbindung zwischen Patienten und Gesundheitsdienstleistern.
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