FAQ

How can we help you?

  • General

  • What is Healee?
    With Healee, you can quickly connect to a doctor through your mobile device (smart phone or tablet), or computer, to get a reliable expert advice regardless of where you are.
  • How do I talk to a doctor via Healee?

    In Healee, you can browse a list of doctors, with various specialties and expertise. Once you find the doctor you need, you can request an online consultation.

    If the doctor you need is not on the list, you can invite her to join Healee. The platform allows you to connect and stay in touch with your own doctor, or any other doctor you choose. The respective doctor just needs to install our dedicated Healee MD application and you can then connect by entering the doctor’s code from within the Healee application.

    In addition, you can request an online consultation from a selected team of approved doctors, with a guaranteed response time. You can now talk to doctors within a wide range of specialties, and we will be gradually adding more.

  • How do doctor consultations work?

    Once you connect with a doctor, you can describe your problem and ask for an online consultation. Ahead of the consultation, the doctor may ask you to provide additional info – your medical history, lab results, images. The doctor will then respond with information about your condition, together with treatment advice.

    If you cannot find the doctor you need, you can request an online consultation from a selected team of approved doctors. In this case, you send a description of your problem, and you get a response from one of the doctors, within 16 to 48 hours, depending on what delivery priority you choose. If necessary, prior to responding, the doctor may ask you to provide additional info.

    If during the consultation, the doctor decides that you need a certain medicine, he or she can write you a prescription for that medicine. If you already have not done so when registering, you will be asked to provide your full name and age. Depending on your local regulations, this information is necessary for preparing a valid prescription.

  • What are the available communication channels?
    You can communicate with the doctor via non-real time chat or live video conference.
  • What else can Healee do for me?
    You can use our personal health record capabilities, to store and manage all your past and present symptoms and conditions, log treatments, set medication schedules and reminders, check drug and allergy interactions, upload lab results and images, and explore your health data using a set of visual charts and reports.
  • Payments

  • Do I have to pay for online consultations?

    Yes, in the majority of cases.

    If your question is straight-forward and simple, the doctor will most probably reply, and you will not be requested any payment. However, depending on the complexity of your problem, the doctor might need to invest considerable time and expertise to analyze all the information you are providing, and come up with a comprehensive answer that addresses all your concerns. On top of that, the doctor might be fairly busy with face-to-face exams, or you might have contacted her during off hours. In such cases, a payment will be needed.

  • How do payments work?
    Consultation from a doctor you have found and connected with via Healee

    Once you connect and send your consultation request, the doctor will review it and, if necessary, ask you to provide additional info – your medical history, lab results, images.

    Before responding, the doctor will send you a payment request. To proceed with the consultation, you need to accept the payment request and enter your payment details. Note that this is not an actual payment. The respective amount is merely preauthorized, to verify that there are enough funds on your card or PayPal account. The actual payment is done once the doctor has reviewed your case and replied

    Consultation from the team of approved doctors

    Once you submit your consultation request (once you click Send), we preauthorize the respective amount. Again, this is not an actual payment, but a preauthorization. The actual payment is done once the doctor has reviewed your case and replied.

  • How much does it cost to get a consultation with a doctor?

    If you request a consultation from a doctor you have found and connected with via Healee, the consultation price will differ, per doctor. In any event, the price will be clearly indicated in the doctor’s profile, and you will be able to see it before requesting the consultation.

    The price per consultation from the team of approved doctors ranges between 16 EUR and 31 EUR, depending on what urgency and language you choose. See further pricing details

  • What payment options do I have?
    You can pay for a consultation with a valid debit or credit card (Mastercard, or Visa), via PayPal, or ePay.
  • Can I cancel my consultation request?
    No. If you have requested a consultation from the team of approved doctors, or if you have approved a payment request from a doctor you have connected with, you cannot cancel the consultation request.
  • In what cases can I get a refund?

    If you request a consultation from a doctor you have found and connected with via Healee, the doctor sends you a payment request, but then, despite being listed as “Available”, fails to respond within 48 hours of you accepting the payment request, we will clear the preauthorizaton on your credit/debit card or PayPal account, and you will not be charged.

    If you request a consultation from the team of approved doctors, we will partially refund you in case your consultation is delayed beyond the urgency (time period) you paid for.

    • If you have paid for a fast track consultation (16 hours), and you have not received a reply within 16 hours, only the price of a non-urgent consultation will be charged
    • If there is a further delay and you receive your reply after the deadline for a non-urgent consultation (48 hours), the standard (non-urgent consultation) fee will be reduced by 1.5% for each hour of the delay

    In case your consultation is not delivered at all, you will not be charged. If you have not received your consultation within 24 hours after the deadline for a non-urgent consultation, we will clear the preauthorizaton on your credit/debit card

  • Security

  • Is my personal and medical information safe?

    Yes. Both your health and privacy are our top priorities.

    Even we do not have access to any sensitive personal data that can potentially identify you. We do not have access to your email address, and the images and messages you exchange with doctors. All this data is stored encrypted on our servers and apart from you, only doctors have access to it. For further data security details, refer to our Privacy Policy

  • Is my credit card information secure?
    We do not store any credit or debit card information. This information is maintained and payments are processed by a third party payment provider, in compliance with the payment card industry security standard.
  • Prescriptions

  • Can your doctors prescribe medications?

    Yes. If during the consultation, the doctor decides that you need a certain medicine, he or she can write you a prescription for that medicine. If you already have not done so when registering, you will be asked to provide your full name and age. Depending on your local regulations, this information is necessary for preparing a valid prescription.