Question 1

What exactly is Hi-Doctor?

Accepted Answer

Hi-Doctor is a telemedicine service. We are not a pharmacy, we don't sell medications, we don't ship anything. What we do is provide an online medical consultation with an EU-licensed doctor. If the doctor concludes that a treatment is right for you, they issue an electronic Electronic prescription that you fill at any pharmacy in the European Union.

Question 2

Do I need to travel or do a video call?

Accepted Answer

No. The entire process is asynchronous and written. You fill in an online questionnaire, the doctor reviews it, messages you in the private chat on your account if they need clarifications, and issues the prescription when appropriate. There is no video call by default — only if the doctor requests one.

Question 3

Who reviews my case?

Accepted Answer

An EU-licensed doctor. They review the questionnaire personally — no AI decides for them. If a case is unclear, we reach out before issuing any prescription.

Question 4

How long does the consultation take?

Accepted Answer

The questionnaire takes roughly 4 minutes. The medical review usually arrives within 24 hours — often the same day. If the doctor needs extra information, they message you right away.

Question 5

Can I choose my doctor?

Accepted Answer

For the first consultation, we assign the doctor with the most appropriate specialty for your case. For follow-ups, we keep continuity with the same clinician whenever possible.

Question 6

Is it safe to be treated through an online channel?

Accepted Answer

Yes, when a licensed doctor evaluates the case with sufficient information. Our questionnaire is designed to capture exactly the data a clinician needs to decide whether a treatment is safe for you. If your case is not suitable for an online channel, we say so and refer you to an in-person specialist.

Question 7

What happens if my case isn't suitable for treatment?

Accepted Answer

We message you explaining why and refund the full €25 within 48 hours. Whenever it makes sense, we suggest an alternative: an in-person visit, prior lab work, or a different treatment.

Question 8

What if I have side effects?

Accepted Answer

We reply same-day to any message about side effects. For medical emergencies (chest pain, severe allergy, etc.) we always ask you to call 112 — we are not an emergency service.

Question 9

Can you prescribe any medication?

Accepted Answer

No. Only medications within the categories we operate in (hair growth, weight loss, sexual health) and only when the doctor considers it appropriate. We do not prescribe antibiotics, strong psychotropics, or opioids — those require in-person care.

Question 10

Is my data secure?

Accepted Answer

We comply with GDPR and Spanish LOPD (Ley Orgánica 3/2018). Data is stored encrypted on servers inside the European Union and is never shared with third parties for commercial purposes. Only the authorized medical team has access to your record.

Question 11

Who can see my questionnaire?

Accepted Answer

Only the doctor reviewing your case and authorized medical staff. Your information is never used for advertising or sent to outside partners.

Question 12

Can I delete or export my data?

Accepted Answer

Yes. Email hello@hi-doctor.ai and exercise your rights of access, rectification, erasure, objection, and portability within 30 days. Note: some records must be kept by law for 5 years after the last consultation (AEMPS medical-legal obligations).

Question 13

How much does a consultation cost?

Accepted Answer

€25 per online medical consultation. We only charge if the doctor approves the treatment. If they decide it isn't right for you, we refund the full €25 within 48 hours.

Question 14

Is the medication included?

Accepted Answer

No. The €25 covers the medical consultation and the issuance of the electronic Electronic prescription. You pay for the medication separately at the pharmacy you choose, at the price they set. Hi-Doctor does not sell medications.

Question 15

What payment methods do you accept?

Accepted Answer

Visa, Mastercard, PayPal, Apple Pay and Google Pay. Payment is processed at the end of the questionnaire, after a positive medical review.

Question 16

Is there a subscription or recurring charge?

Accepted Answer

No. Each consultation is a one-time payment. If you renew the prescription later, you pay €25 again for that new consultation — never before.

Question 17

What kind of prescription do I get?

Accepted Answer

Your prescription is a digitally-signed PDF with a unique QR code for verification. It contains every field required by the EU cross-border prescription format (active ingredient, dosage, prescriber and patient details, issuing country), so it's valid at any pharmacy in the EU-27 under EU Directive 2011/24/EU.

Question 18

How do I receive the prescription?

Accepted Answer

It appears in your Hi-Doctor account (the 'My prescriptions' tab) and also arrives by email. You can show it on your phone at the pharmacy, or print it — both options are valid.

Question 19

Where can I fill it?

Accepted Answer

At any pharmacy in the EU-27. You present the PDF (printed or on your phone); the pharmacist verifies the mandatory EU prescription fields and dispenses a locally-marketed equivalent of the same active ingredient. Brand names vary between countries, but the active ingredient — which is what is legally binding — is the same. In some countries the QR can be scanned to dispense the exact product directly.

Question 20

How long is it valid?

Accepted Answer

It depends on the treatment type. The doctor states the duration when issuing it; typically 3–6 months for chronic treatments and 1 month for acute ones.

Question 21

Does it work if I live in France, Germany, Portugal or another EU country?

Accepted Answer

Yes. EU Directive 2011/24/EU requires any pharmacy in the EU-27 to honour a prescription issued in another member state as long as it carries the mandatory fields (patient full name + date of birth, prescriber details and signature with their country, active ingredient and dosage). Our prescriptions meet these requirements by default.

Question 22

Will I get exactly the same medication everywhere?

Accepted Answer

In Spain, yes — the pharmacist dispenses the product the doctor specified. Outside Spain, the pharmacist dispenses an equivalent with the same active ingredient (brand names vary between EU countries). The dosage and active ingredient are what is legally on the prescription; the brand name may change.

Question 23

What language is the prescription in — does that matter in other EU countries?

Accepted Answer

No. EU pharmacists identify the medicine by its active ingredient (INN), which is universal. The mandatory EU prescription fields (patient, doctor, dosage) follow the standard EU cross-border format and are recognisable in any member state. If needed, the pharmacist can verify the QR or contact the prescriber using the details on the prescription.

Question 24

Who can use Hi-Doctor?

Accepted Answer

Adults aged 18+ residing in any of the 27 EU countries. We accept as identification: Spanish DNI/NIE for residents in Spain, a national ID card from any other EU country, or an international passport (from any country). The interface is currently in Spanish and English; we are adding more languages in phases.

Question 25

Do I need a prior diagnosis?

Accepted Answer

No. The questionnaire is designed so the doctor can evaluate your case from scratch. If you already have a relevant diagnosis or medical report, you can attach it — it helps speed things up.

Question 26

Can I continue a treatment I already have?

Accepted Answer

Yes, it's one of the most common scenarios. Indicate it in the questionnaire and upload the prior prescription or report. The doctor evaluates whether to continue with the same treatment or propose an adjustment.

Question 27

Can I use Hi-Doctor during pregnancy or breastfeeding?

Accepted Answer

It depends on the treatment and the trimester. Several medications in our categories are contraindicated. The doctor reviews each case individually and, if not suitable, refers you to a gynaecologist.

Every question you have, answered.

How it works

Safety and medical judgement

Privacy and data

Pricing and payment

Prescription and pharmacy

Eligibility

We'll tell you when we add new treatments.