• Who are your Partner Doctors?

  Our Partner Doctors are a team of hand-picked, passionate medical experts, who believe in our aligned mission to make sexual health and confidence products more affordable and easily accessible. All of our Partner Doctors are independently practising doctors, who are qualified, licensed medical practitioners.Some readers

• Are Contro's Partner Doctors licensed?

  Yes, all of our Partner Doctors are independently practising doctors, who are qualified, licensed medical practitioners.Few readers

• Does my Contro Partner Doctor replace my primary doctor?

  No, Contro’s service offering does not replace your primary doctor. We save you time and money by offering you a **supplementary** online delivery and subscription service, and therefore your assigned Partner Doctor does not replace your primary doctor or GP, and is not responsible for your ongoing primary care.Few readers

• Can I ask my assigned Partner Doctor about other medical concerns?

  Unfortunately not. Your virtual consultation is only for the medication/treatment you have requested through our service. You are welcome to ask your Partner Doctor any questions relating to this service during the consultation, but our Partner Doctors cannot answer any questions about other medical concerns.Few readers

• When can I get an virtual consultation?

  Our Partner Doctors offer consultations Monday-Friday. They do not offer consultations on weekends or public holidays as our Partner Pharmacy will not process your prescription on these days. We usually have availability for a consultation within 2 business days of you completing checkout. If you do not see a consultation available within this time, please do message us as we may have another Partner Doctor with more availability.Few readers

• How long is the digital consultation?

  The once-off virtual consultation will last around 10-15 minutes. This is enough time for our Partner Doctor to assess you, for you to ask any questions about the medication you may have, and for you together to find a medication that suits your body's unique needs and finances.Few readers

• What does the digital consultation consist of?

  During your once-off virtual consultation, you assigned Partner Doctor will review your health assessment form with you. They may ask you any additional questions about your health and lifestyle related to the medication you are requesting. During this time you may also ask them any questions you may have about the medication you are requesting, such as how you should take it. Together, you and your assigned Partner Doctor can find a medication that suits your needs and finances. At the end of your consultation, your Partner Doctor will, in their professional and unbiased opinion, either prescribe you a medication or decline your request.Some readers

• What do I need for my virtual consultation?

  If you have elected to have your virtual consultation via a telephone call, your assigned Partner Doctor will call you at your consultation time. Please ensure you have sufficient cell phone service for your call. If you have elected to have your virtual consultation via a video call on Google Meet, you can access the link to the consultation on your booking confirmation or on your calendar appointment if you added it to your calendar. Please ensure you have a stable internet connection.Some readers

• Why do I need a once-off virtual consultation?

  The once-off virtual consultation allows our Partner Doctors to assess you and to correctly determine whether you are a suitable candidate for the medication you are requesting. From a regulation standpoint, having a consultation with one of our Partner Doctors is considered to initiate a “relationship” with a doctor. This allows our Partner Doctors to write repeat prescriptions for your requested medication without the need for follow-up appointments.Some readers

• I need to reschedule my consultation but none of the available times work for me. What should I do?

  If you need to reschedule your consultation but there is either no availability on the calendar or none of the appointment times work for you, please contact our Customer Care Team at support@contro.co.za, and we will try our best to find another Partner Doctor with availability at a time that suits you.Few readers

• What if I am late to my consultation?

  If you have booked a virtual consultation, our Partner Doctors will wait up to 5 minutes for you to arrive to the virtual consultation. They may also attempt to call the cell phone number you provided on sign up. After this, they are no longer required to wait for you, and you are considered to be a ‘no-show’. You will be sent an email with instructions to rebook your consultation. Please note, you can only rebook once if you have not attended your previous consultation.Few readers

• How do I contact my assigned Partner Doctor if I need to?

  If you have any queries or concerns you want to chat to your Partner Doctor about after your consultation regarding your prescribed, you can email doctors@contro.co.za and we will forward your message to your assigned Partner Doctor. They will then respond within 2 business days.Popular

• Can I change my consultation time?

  Yes! You can reschedule your consultation time anytime up to 2 hours before the allotted appointment time. To do this, click the “Reschedule Appointment” button on your consultation confirmation email. You can also find a link to reschedule in your calendar if you added the appointment to it.Few readers

• Can my assigned Partner Doctor prescribe any additional medication I need?

  Unfortunately not. Your Partner Doctor is only able to prescribe the medications we offer through our platform and Partner Pharmacy. Our system is only built to write prescriptions for these medications and not for any other medications.Few readers

• Why has my assigned Partner Doctor refused my medication request?

  Whether your Partner Doctor accepts or declines your medication request is entirely at their discretion. They will only prescribe you the medication you have requested if they believe in their professional, ethical and medical opinion, it is suitable for you. If you have any questions, you can contact our Customer Care Team at support@contro.co.za.Some readers

• Can I get a refund if my assigned Partner Doctor rejects my request for medication?

  Unfortunately not. The initial consultation fee is non-refundable as our Partner Doctors put aside their time for this consultation.Few readers

• The Google Meet link isn’t working for my consultation, what should I do?

  If the Google Meet link isn’t working please chat to us using our live chat on the website and we will contact the Partner Doctor to let them know. It is likely that if the Google Meet link isn’t working for you, it also isn’t working for them, so they will call you and conduct the consultation telephonically. Please have your phone with you (assigned to the phone number you provided on sign-up) in case this happens.Few readers

• I am having connection issues, what should I do?

  If you have selected to have your consultation via a video call, we ask that you ensure you have a good internet connection before your virtual consultation begins. If you are struggling to connect during the consultation because you have a poor internet connection, your Partner Doctor will call you and conduct the consultation telephonically. Please have your phone with you (assigned to the phone number you provided on sign-up) in case this happens. You can contact us at support@contro.co.za if you require any assistance.Some readers

• After my once-off consultation, do I have to see my assigned Partner Doctor again?

  Our subscription services saves you time and money by delivering your medication to an address of your choice for free every month. You do not need to see your assigned Partner Doctor again during your subscription, however, please continue to see your primary doctor or GP throughout your Contro subscription for bi-annual check-ups. You must inform your assigned Partner Doctor with any changes in your physical or mental health as soon as you becomes aware of the change, to allow for your Partner Doctor to consider if changes need to be made to your ongoing treatment plan.Some readers

• Can I cancel my consultation?

  You can cancel your consultation by emailing us at [support@contro.co.za](mailto:support@contro.co.za). If you have requested a refund, please note, that a reasonable charge of seventy-five rand (R75) will be imposed for this cancellation in line with the Consumer Protection Act, No 68 of 2008 (CPA). This is because your health assessment form and medication request is immediately sent to your assigned Partner Doctor for review. However, you can reschedule it as many times as you need to find an appointment time that suits you.Some readers

• Can I get a refund for my consultation?

  If you have not yet booked or had your virtual consultation, you can request a refund by emailing our [Customer Care Team](mailto:support@contro.co.za). A reasonable charge of seventy-five rand (R75) will be imposed for this cancellation in line with the Consumer Protection Act, No 68 of 2008 (CPA). This is because your health assessment form and medication request is immediately sent to your assigned Partner Doctor for review. If you have booked and cancelled your consultation within 12 hours of your booking time or have already had your virtual consultation the service fees paid are not subject to or eligible for a refund.Some readers

• Can I have a follow-up consultation?

  You are welcome to book a follow-up consultation at anytime during your subscription to discuss your prescribed medication for R150. To arrange this, please email us at [support@contro.co.za](mailto:support@contro.co.za).Some readers

• Can I get a doctor's note from my Partner Doctor?

  Unfortunately, this is not something that our Partner Doctors offer as Contro is a supplementary delivery and subscription service to your primary care.Few readers

• Can I receive an invoice for my medical aid/insurance provider?

  Unfortunately, the medical aid/insurance providers will not cover our service fees at this time. This is because the 'consultation' falls under Contro's service fee rather than a GP consultation fee paid directly to the doctor, which the medical aid/insurance scheme would then reimburse. This is why we show that the price is still R300 for once-off services and R150/month for subscription services on our website for those with medical aid or insurance. You can, however, use your medical aid scheme to cover the cost of your prescribed medication. Please add your medical aid details to your profile and our Partner Pharmacy will make the claim for your prescribed medication in your next order.Few readers

• Can I get a referral letter from my Partner Doctor?

  Unfortunately, this is not something that our Partner Doctors offer as Contro is a supplementary delivery and subscription service to your primary care. If you require a doctor's note, please contact your primary doctor or GP who is responsible for your ongoing primary care.Few readers