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- Account/login issue: use Account Help first.
- Booking issue: include booking email and reference.
- Billing issue: include payment reference and date.
- Portal mismatch: use one email across systems.
Patient Frequently Asked Questions
Clear answers about online dermatology consultations, treatments, booking, follow-up care, safety escalation, and billing.
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FAQ Answers
Booking FAQs
Questions about consultation selection, confirmation, and rescheduling.
Select your preferred service, choose an available time slot, complete the medical form, and confirm payment. You will receive a confirmation email once booking is successful.
Yes, appointments can usually be rescheduled with sufficient notice, subject to our cancellation and rescheduling policy.
Please check your spam or junk folder first. If confirmation is still not visible, contact support with your full name and booking details.
A standard consultation is the right choice for most common non-urgent skin concerns and routine treatment planning. A specialist consultation is better suited to more persistent, complex, or higher-risk concerns that may benefit from a deeper review, more tailored guidance, and a more advanced assessment pathway. If you want extra reassurance for a more complicated concern, the specialist option is the stronger choice.
No. You can complete your booking first and follow the instructions sent by email.
Video Consultation FAQs
Questions about joining consultation and technical preparation.
You will receive a secure link by email. Click the link at your scheduled time using a device with camera and microphone access.
Upload clear photos in advance, ensure good lighting, have your ID ready if required, and list any medications you are currently taking.
Try reconnecting using the same link. If the issue continues, our team will guide you on next steps or reschedule if necessary.
Not for every booking. However, we may ask for identification when it is needed for patient safety, identity verification, medical document requirements, or to protect against misuse of the service. If identification is required, we will let you know clearly before the appointment.
Yes. You can join using a smartphone, tablet, or computer with a stable internet connection.
Treatment FAQs
Questions about treatment suitability and follow-up.
No. Treatment is provided only when clinically appropriate and safe following assessment.
If issued, your Treatment document will be shared securely using the contact details linked to your booking.
Repeat treatments may require a clinical review to ensure safety and suitability.
Please contact support with your appointment details so we can assist you promptly.
Safety FAQs
Questions about suitability, exclusions, and urgent escalation.
No. Online consultations are not suitable for urgent or life-threatening conditions. Contact emergency services immediately if required.
Severe infections, rapidly worsening symptoms, suspected skin cancer requiring physical examination, or complex systemic symptoms may require face-to-face assessment.
Suitability is determined through your medical form, photo review, and dermatologist assessment during consultation.
Please see our Eligibility and Exclusions page for a full list of conditions not suitable for online treatment.
Billing and Refund FAQs
Questions about payment, refunds, and billing support routes.
Refund requests are reviewed in line with our cancellation policy. If eligible, refunds are processed to the original payment method.
Contact support with your payment receipt and booking details so we can investigate promptly.
Use the contact form or support email and include your full name, booking date, and payment reference.
Consultation fees cover clinical assessment and advice. Medication costs are separate and depend on the pharmacy.
Additional FAQs
Combined answers from your support FAQ library for broader guidance.
Choose your service, select a time slot, complete the form, and confirm payment online.
Use the secure link sent to your email at your appointment time.
Ensure you are logged in with the correct email used during booking. If the issue persists, contact support.
Only if clinically appropriate and safe following assessment.
No. For urgent or life-threatening symptoms, contact emergency services immediately.