General FAQs

How does the service work?

We follow a 3-step process to make sure any request for treatment is safe and appropriate, and that the treatment is sent to you securely. The 3 steps are:

1. An online consultation where we ask a series of questions relating to the medication you are looking to purchase. These all need to be answered accurately and to the best of your knowledge.
2. A thorough review by our clinical team of all the information you have provided.
3. If approved, we continue with taking payment and delivering treatment to you.
   You can find more information about this on our ‘How it works’ page.
   

Is this a legal way to get treatments?

Yes, our service is completely legal and fully regulated. PrivateDoc is registered with the Care Quality Commission (CQC). All our doctors are registered with the General Medical Council (GMC), and our pharmacists are registered with the General Pharmaceutical Council (GPhC). Prescribing of any treatment follows the National Institute for Health and Care Excellence (NICE) guidelines as well as other leading national best practice guidelines. Our service is fully compliant with all the same regulatory bodies that also look after your family GP practice and your local pharmacy.
If following your consultation, our doctors confirm that prescribing treatment for you is safe and appropriate, they will issue an electronic prescription. Your prescription is sent to our partner pharmacy, who then dispense and despatch your medication. Our pharmacy partner is registered with the GPhC and supplies only genuine licensed medication – sourced through a fully auditable supply chain.
Our pharmacy partner is registered with the Medical and Healthcare products Regulatory Agency (MHRA) to allow it to send prescriptions to you using our delivery partner. They comply with the ‘Medicines, Ethics and Practice’ guidelines of the Royal Pharmaceutical Society (RPS).

Do I need an appointment and how long does it take?

Our service is available online, 24 hours a day for you to complete a consultation at a time that suits you, with no appointment needed.

What payment methods do you accept?

You can only pay for Medical Products using a debit card or credit card.

What happens to the payment if my order is declined?

If your order is declined, you will not be charged for this service or your order.

The authorisation on that payment is cancelled and the pending transaction in most cases, will disappear from your bank statement.

This is immediate on our side but can depend on your bank as to how long this takes to reflect in your account, it can be up to 10 working days.

What do I do if I do not see the refund in my bank account?

Refunds are immediate on our side but can depend on your bank as to how long this takes to reflect in your account, it can be up to 10 working days.

If after 10 working days you do not see your refund and your payment appears on your bank statement, please contact your bank directly.

Can I cancel my order and get a refund?

We will allow you to cancel your order at any time before the date of the Despatch Confirmation.

We are unable to refund orders once they have been dispatched from our pharmacy as this is against GPhC and MHRA guidelines and is also stated in our terms and conditions.

https://www.privatedoc.com/terms-and-conditions/