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Open a question for the details, including what to do from your account.
How do I start a request?
Browse products or start an assessment about your goals. Answer the questions for the products you choose, then sign in or create an account. Review your answers, delivery details and payment terms before paying.
Does paying mean my request is approved?
No. Payment sends your request forward, but a doctor must review your health information after the required checks are complete. They decide whether to approve the request and whether you need a prescription.
Why do I need to confirm my identity?
The clinic needs to confirm that your request belongs to you. Upload both sides of your Emirates ID or your passport identity page. You can use your account while the documents are reviewed, but doctor review waits for identity approval.
Can I send my identity documents after payment?
Yes. You can submit them before or after payment. Follow the document deadline shown in your order. If you submit on time and the clinic is still reviewing them, wait for the decision; you do not need to upload them again. If you miss the deadline or are asked to correct a document, check your account for the next step. Doctor review waits for identity approval.
What if my request is declined or I want to cancel?
Open the affected item in My Orders to see its status and available actions. Clinic staff review cancellation and refund requests under the terms shown at checkout. A declined or cancelled request does not automatically mean a refund is complete. Other products in your order can continue separately.
Where do I find updates and messages?
Sign in and open My Care to read doctor messages, view decisions and find your care documents. Open My Orders for payment, refund and delivery updates. Each product has its own progress.