What payment methods can I use?
Depending on what your pharmacy has set up as their preferred payment method, you can pay either upon collection/delivery, or through the Healthera app.
To set up your payment method in the app, navigate to the 'Profile' tab and click 'Payment Methods'. Then, click 'Add payment method'.
You can then add in your card details, as well as your billing address. If you have not done this, you will be prompted to when you place an order.
All major credit and debit cards accepted.
If you do not pay for your NHS prescriptions, please make sure that you have selected an exemption in your 'Profile'.
Why was my payment declined?
Your payment may be declined due to incorrect card details, for example if your card is expired. It may also be due to insufficient funds at the point the transaction was attempted.
If your payment has been declined, we would recommend checking your card details listed in the app and updating them if necessary.
How do I request a refund?
Payment will only be taken via the app when the pharmacy mark your order as 'Ready'. If this has not been done, payment will not have been taken.
If you’ve made a payment and need a refund, please get in touch — we’ll review your request and process a refund if eligible. Please provide as much information as information as possible, so we can resolve the issue as soon as possible!
If you have an exemption which means you do not pay for your NHS prescriptions, but you have been charged, please contact the support team. They will review issuing a refund and talk you through updating your account with your exemption to prevent this happening again.
Refunds can take up to 5-10 days to be processed via our third party payment provider.