How can we help you?
Answers about assessments, costs and how the platform works
Understand the total cost before payment
Prescrivia is a technology intermediary, not a medicine seller. The public terms describe a checkout amount that may combine charges for different parties. This guide explains what to check; it is not a current price quotation or confirmation that a route is available.
- Platform and independent doctor review
- Check which service fees apply, who receives them, and whether a further assessment has a separate charge. Payment does not entitle you to a prescription.
- Pharmacy and product
- Check the actual pharmacy, product, pack and quantity if prescribed. A listed treatment topic does not establish stock, clinical suitability or lawful supply in your country.
- Delivery and other charges
- Check any delivery, handling, tax and payment-processing charges, and whether delivery is lawful and supported for your destination. Do not compare headline amounts with different inclusions.
- Renewal, cancellation and reimbursement
- Check whether payment is one-off or recurring, the renewal amount and frequency, cancellation steps, and any further review. Insurance reimbursement is separate and is not established by this page.
If the doctor declines treatment
If the independent doctor determines that treatment is not suitable before medicine is dispensed, we refund the full amount you paid at checkout. This refund applies if the independent doctor decides during your initial assessment that treatment is not appropriate, before medicine is dispensed. This includes every platform, doctor-review, pharmacy, delivery, handling, tax, and payment-processing fee. No deductions for services already started or completed.
The published terms state that the refund is initiated without an application; support may need minimum payment details if the original method cannot receive it.
Voluntary withdrawal is a separate situation with separate conditions. Do not read the clinical-decline promise as an unconditional refund for every cancellation or a guarantee of prescription approval.
This summarises the public terms, sections 8–9, checked on 3 October 2026. Those terms remain pending qualified legal review. This page does not verify refund execution, timing, or equivalence with the document accepted in an account.
Terms of ServiceFor unclear charges, cancellation or a platform complaint, contact platform support. Clinical questions belong with the independent doctor; dispensing questions belong with the pharmacy.
Contact SupportRead the privacy policy for data recipients, service providers, safeguards and rights.
Privacy PolicyService Overview & Limitations
What is Prescrivia?
Prescrivia is a third-party communication platform that connects patients with independent doctors and pharmacies. We are an intermediary service - we do not employ doctors, operate pharmacies, or sell medicines. Our role is to facilitate secure communication and coordination for non-emergency consultations and prescriptions provided by independent doctors and pharmacies. Some subscription plans provide access to independent doctors.
For which conditions is access to treatment facilitated?
We facilitate treatment for common, non-emergency conditions where a remote consultation is clinically appropriate, such as erectile dysfunction, hair loss, skincare conditions (acne, anti-aging), and smoking cessation. The prescribing doctor makes the final determination of what can be safely treated remotely based on your individual medical history and circumstances.
For which conditions is this service unsuitable?
This service is not suitable for medical emergencies, acute conditions, mental health crises, conditions requiring physical examination or diagnostic tests, pediatric emergencies, pregnancy complications, severe chronic conditions, post-surgical care, or situations where delay could cause harm. For these situations, please contact your GP immediately or call 112 for emergencies. Visit your nearest A&E for urgent care.
Are you a replacement for my regular doctor?
No. This service provides convenient access to specific treatments for suitable conditions only. You should maintain regular contact with your GP for comprehensive healthcare, ongoing conditions, routine check-ups, and preventive care. This platform is designed to complement, not replace, your existing healthcare relationships.
What if I have a medical emergency?
If you are experiencing a medical emergency (chest pain, difficulty breathing, severe bleeding, loss of consciousness, stroke symptoms, severe allergic reactions, or other life-threatening symptoms), do not use this service. Call 112 immediately or go to your nearest Accident & Emergency department.
How It Works
How does the consultation process work?
You complete a medical questionnaire, a doctor independently reviews your case, if approved the doctor issues a prescription, and a licensed pharmacy may dispense and ship where lawful and available.
Who are the doctors?
Requests are reviewed by an independent doctor who is not employed by Prescrivia. The doctor reviews each request individually, using clinical guidelines and their own professional judgement.
Who is responsible for my medical care?
The independent doctor who reviews your case is solely responsible for all medical decision-making, diagnosis, and prescriptions. Prescrivia acts only as a technology platform connecting you with licensed medical professionals. We do not provide medical advice, make treatment decisions, or assume responsibility for clinical outcomes. The prescribing doctor and dispensing pharmacy operate under their own professional licenses and liability insurance.
Are you a pharmacy?
No. We are not a pharmacy and do not dispense medications. We partner with independent, pharmacies that handle all medication dispensing, quality control, and pharmaceutical care. These pharmacies operate under strict EU pharmaceutical regulations and maintain their own professional licenses and liability.
Do I need an account?
Yes. You must create a secure account to access our services. This allows us to maintain your medical history, track consultations, manage prescriptions, and ensure continuity of care. Account data is protected with encryption and access controls; see our Privacy Policy.
Medical Safety & Prescriptions
What if the doctor doesn't approve my request?
If the doctor determines treatment is not appropriate or safe for you, they will decline the request and provide a brief explanation. We refund the full amount you paid at checkout, including every fee. This refund applies if the independent doctor decides during your initial assessment that treatment is not appropriate, before medicine is dispensed. No deductions. No medication will be shipped. The doctor may recommend you see your GP for in-person evaluation, additional testing, or alternative treatment options.
Can I request a specific medication or brand?
You can indicate preferences, but the final decision rests entirely with the prescribing doctor based on medical suitability, safety, drug interactions, your medical history, and clinical guidelines. Doctors cannot prescribe medications that are contraindicated, inappropriate for remote prescribing, or not in your best medical interest.
How do doctors verify my medical information?
Doctors rely on the information you provide in the medical questionnaire. It is critical that you provide complete, accurate, and truthful information about your medical history, current medications, allergies, and symptoms. Providing false or incomplete information can lead to dangerous medical errors and is grounds for service termination.
What about drug interactions with my current medications?
You MUST disclose all current medications, supplements, and herbal remedies in your questionnaire. The doctor will screen for potential drug interactions, but this relies on your complete disclosure. If you're taking multiple medications or have complex health conditions, the doctor may decline to prescribe remotely and recommend you see your GP in person.
Will you contact my GP or share information with them?
We do not automatically contact your GP. However, we strongly recommend you inform your GP about any medications prescribed through our service. In certain situations (such as safety concerns), the prescribing doctor may recommend contacting your GP. You can request we send information to your GP with your consent.
What if I experience side effects or adverse reactions?
For routine questions about your treatment, contact the prescribing doctor or a pharmacist. For urgent medical concerns or side effects, contact your GP or an urgent-care service immediately. For an emergency, including a severe allergic reaction, call 112 or go to the nearest emergency department. Do not rely on platform messaging or a new assessment for urgent medical advice. Follow the medicine leaflet and the advice of the healthcare professional assessing you.
Do you provide follow-up care?
Limited follow-up is available through our messaging system for clarification or minor concerns. However, for ongoing management, complications, or new symptoms, you should see your GP in person. We do not provide comprehensive follow-up care or chronic disease management.
Can I get prescriptions for controlled substances?
No. Controlled substances, narcotics, benzodiazepines, strong painkillers, and medications with high abuse potential are not prescribed through this service. They require in-person evaluation and ongoing monitoring by your regular doctor.
Account & Technical
How do I create an account?
You can create an account when you start a health assessment. Account creation is part of the process, and we will guide you through verifying your email and completing your details.
I forgot my password, what should I do?
Click 'Forgot Password' on the login page, enter your email address, and we'll send you a secure password reset link. Follow the instructions in the email to create a new password. Make sure to check your spam folder if you don't receive the email within a few minutes.
Can I delete my account?
Yes. Go to Account Settings > Privacy > Delete Account. Some records must be retained with restricted access where legal, healthcare, audit, tax or security duties apply. The privacy section explains which data is deleted and which may be retained.
Is the website secure?
We use TLS encryption, secure authentication and encrypted data storage. Medical data is encrypted in transit and at rest. Our Privacy Policy describes our security measures.
Can I use the service on my mobile phone?
Yes. Our website is fully responsive and works on all modern smartphones, tablets, and computers. Simply visit our website in your mobile browser - no app download required.
Delivery & Shipping
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.
Which countries do you deliver to?
We currently serve most EU countries. The pharmacy will confirm eligibility during the ordering process based on your delivery address. Some remote or restricted areas may not be serviceable.
Is packaging discreet?
Yes. All orders are shipped in plain, tamper-proof packaging with no indication of contents. The sender is listed as the pharmacy name with no mention of the type of medication inside. Your privacy is our priority.
How do I track my order?
Tracking is provided where supported by the pharmacy and carrier. Check the tracking information supplied for your order for updates and delivery instructions.
What if I'm not home for delivery?
Check the instructions supplied by the carrier for your order. Redelivery and collection options depend on the carrier and your location.
What if my package is lost or damaged?
Contact us immediately through our support system. We will work with the pharmacy and courier to investigate. If the package is confirmed lost or damaged, we will arrange a replacement shipment at no additional cost or process a refund.
Can I change my delivery address after ordering?
Address changes may be possible before the order ships. Contact us if you need to change your address. After dispatch, available options depend on the pharmacy and carrier.
Do I need to sign for delivery?
Signature requirements depend on local regulations, the medication and the carrier. Check the delivery instructions supplied for your order.
Payments & Refunds
What payment methods do you accept?
The payment step shows the methods available for your order. These may include bank transfer through Wise when it can be prepared for the order, or PayPal. Card checkout through Stripe is offered only when enabled; supported wallets depend on your device and the payment provider. Follow the options and instructions shown for your order.
When am I charged?
After administrative screening, complete payment before the platform forwards your request to an independent doctor for review. You will see the costs before confirming payment. Payment does not constitute clinical approval.
What are all the fees involved?
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 charges?
No. All costs are displayed clearly before you confirm payment. There are no hidden fees, subscription charges, or recurring billing unless you explicitly opt for a subscription service.
What is your refund policy?
If your request is not approved by the doctor, we refund the full amount you paid at checkout, including every platform, doctor-review, pharmacy, delivery, tax, and payment-processing fee. This refund applies if the independent doctor decides during your initial assessment that treatment is not appropriate, before medicine is dispensed. No deductions. Once medication is approved and dispensed by the pharmacy, refunds are generally not possible due to safety and regulatory reasons - medications cannot be restocked once dispensed. Exceptions may be made for pharmacy errors or defective products.
Can I cancel my order?
You can cancel before doctor approval. If the doctor does not approve your request, we refund the full amount you paid at checkout with no deductions. This refund applies if the independent doctor decides during your initial assessment that treatment is not appropriate, before medicine is dispensed. Other cancellations follow the checkout terms. After approval but before dispensing, cancellation may be possible - contact us immediately. Once dispensed and shipped, orders cannot be cancelled, but you may refuse delivery (medication will be destroyed for safety).
Do you accept insurance?
We do not currently accept insurance directly. However, some insurance plans may reimburse you for consultations with independent doctors. We provide detailed receipts that you can submit to your insurance company. Check with your insurer about their coverage policy.
How long do refunds take?
Refunds are processed within 5-7 business days after approval. The actual time for funds to appear in your account depends on your bank or card issuer, typically 5-10 business days.
Privacy & Data Security
Is my medical information secure?
We use encryption and technical and organisational controls to protect your data. Medical data is encrypted in transit and at rest. The privacy policy explains purposes, recipients and access restrictions.
Who has access to my data?
Only authorized personnel: (1) The prescribing doctor reviewing your case, (2) The dispensing pharmacy for fulfillment, (3) Limited technical staff for support purposes only (under strict confidentiality), (4) Legal authorities if required by law. Your data is NEVER sold to third parties, marketers, or advertisers.
How long do you keep my data?
We retain records for as long as needed for healthcare, legal, tax, audit and security duties. Some data must be retained with restricted access. The privacy policy explains the purposes and conditions of retention.
What are my GDPR rights?
Under GDPR, you have the right to: (1) Access your personal data, (2) Correct inaccurate data, (3) Request deletion (subject to legal retention requirements), (4) Data portability - export your data, (5) Object to processing, (6) Withdraw consent, (7) Lodge a complaint with supervisory authorities. Contact support@prescrivia.com to exercise these rights.
Can I request my medical records?
Yes. You can request a complete copy of your medical records at any time through your account settings or by contacting support@prescrivia.com. We will provide your records in a portable, readable format (typically PDF) within 30 days.
Do you use cookies and tracking?
We use essential cookies for site functionality and authentication. Optional analytics cookies help us improve the service. You can control cookie preferences through our cookie banner and settings. We do not use advertising or tracking cookies that follow you across websites.
Where is my data stored?
We prefer EEA processing. Where a provider processes outside the EEA, we apply the safeguards described in the privacy policy, including data processing agreements, standard contractual clauses where needed and transfer risk review.
Customer Support
How do I contact customer 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.
What are your customer support hours?
Our support team is available Monday to Friday, 9:00-17:00 CET. Response timing depends on queue volume and case complexity.
How do I file a complaint?
If you're dissatisfied with our service, please contact our customer support team with details of your concern. We take all complaints seriously and aim to resolve issues promptly. If you're not satisfied with our response, you can escalate to our Complaints Officer or contact the relevant medical regulatory authority in the doctor's jurisdiction.
Can I speak to a doctor directly?
For follow-up questions about your prescription, you can message the doctor through the secure platform.
What if I have a medical question after receiving my medication?
You can message the prescribing doctor through our secure platform for questions about your prescription. For urgent medical concerns or side effects, contact your GP immediately or call 112 for emergencies. Do not rely on our messaging system for urgent medical advice.
Important Notice
Prescrivia connects patients with independent doctors and licensed pharmacies. Independent doctors make clinical decisions. Licensed pharmacies dispense medicines where approved and available.
Ready to get started?
Browse the treatment categories, then complete a health questionnaire. After payment, an independent doctor reviews your case and decides whether a prescription is appropriate. Prescrivia is an intermediary platform; it does not prescribe or dispense medicines. Payment does not guarantee a prescription.