What is Healthera Clinic?
Healthera Clinic is our new private prescription service, offering medical treatments for weight loss, erectile dysfunction, premature ejaculation, hair loss, cystitis and period delay.
Before you receive your treatment, we check you’re eligible through a free, confidential assessment that you can complete from the comfort of your home.
Licensed clinicians carefully review your information to make sure our available treatments are safe for you to use. Once your order has been approved by the clinician, your order will be sent to a trusted pharmacy to dispense.
How do I place an order?
Placing a private prescription order has never been more straightforward. All you need to do is click on the appropriate treatment on the homepage of the Healthera app, click 'Get started' and fill out our user friendly questionnaire.
Once you have filled out the questionnaire, you will be able to select your medication and place your order.
For some questionnaires, including weight loss and hair loss, you will be required to submit photos so that our Prescriber can determine, alongside your questionnaire responses, whether the treatment is appropriate for you.
Currently, you will need to repeat this process for your next order. Please provide up to date information and photos (if necessary).
We are working on an exciting new launch, where you will be able to set up a subscription for your medication to make re-ordering even simpler!
How will I receive my order?
If your local pharmacy is opted into our Clinic service, you will be given the option to collect this in store. Alternatively, you can have your order discreetly posted to your chosen delivery address.
For weight loss treatments, such as Mounjaro or Wegovy, we advise our pharmacy partners to post all orders in cold-chain packaging. They may follow direct instructions from the manufacturer themselves.
If you are concerned about the packaging of your order, please contact the support team with photos of the packaging.
Why has my order been declined?
Your Healthera Clinic order may have been declined by our Prescriber as based on the information you have provided, you are not eligible for the treatment you have requested.
Your order may also have been declined if our team have tried to reach you, to provider further information, and we have not had a response from you.
If you order has been declined, let us know and we can investigate why.
I have been prescribed a different strength to what I ordered.
Once you have placed your order, our prescriber will determine your eligibility for the dosage you have requested.
If they have decided that you are not eligible, they may prescriber a lower dosage.
You will have had an email to confirm this.
How does payment work?
Payment is taken at the point the pharmacy marks your order as 'Ready', from the card registered in your 'Profile'. There will be a temporary hold on the funds during this process.
Please ensure that you have a valid payment method set up when placing your order.
If there are any issues with payments, please contact us and provide as much information as possible and the team will investigate.
If for any reason you want to cancel your order, please contact the support team.
My weight loss pen is faulty. What can I do?
If your pen is faulty, please send photos of the damage, or if possible, a video of the pen not working.
The support team will review this, and liaise with the pharmacy regarding a replacement if deemed appropriate.
I haven't received any needles with my weight loss medication.
All pharmacies opted into our Healthera Clinic service should provide needles for weight loss treatments.
Wegovy comes with needles in the box. The pharmacy will need to provide the needles for Mounjaro. This is made clear on the prescription sent to them.
If you have not received needles with your order, please let the support team know and they will contact the pharmacy and ask them to send them out as soon as possible.
Please note, although we provide needles, we do not provide sharps bins.
I'm still waiting for my delivery.
If you have ordered through our postal service, you will receive a tracking number once your order has been posted. You should be able to use this number to track your order online.
Most of our pharmacy partners use the Royal Mail to post, however some may use different couriers such as UPS etc.
If the tracking number provided is not updating, or you have not received your order, the support team can contact the pharmacy and request they investigate with the courier. As they are the 'sender', they will need to enquire directly.
If you are receiving an error message when you are trying to track your order, it would be great if you are able to send us a screenshot so we can look into it further. If not, the team will be able to help!
I have an issue with my order. How do I get help?
If you have any queries related to the app or your delivery, please contact the support team on support@healthera.co.uk.
The support team are not able to give clinical advice or offer alternative treatments. We can liaise with our prescriber on your behalf, however if you require clinical advise we advise speaking with your GP directly.