FAQ

We understand you might have a few questions about how Pilot works. In the interest of full transparency here’s a bit more info on what we do.

How it works

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What is Pilot?

Pilot is a telehealth platform that connects users with Australian GPs, pharmacies, and mental health providers. We provide an easy-to-use interface for users to chat to doctors, and for pharmacies to fulfill their orders.

You can read more about Pilot here.

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How do I place an order?

Before your order can be placed with a pharmacy, you will need to go through an online assessment form and your form needs to be reviewed by a doctor, who can then create a treatment plan.

To begin this process, start an online assessment by selecting your problem from the navigation menu.

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Do I speak to a real doctor?

Yes. After filling out your consult a doctor will determine whether Pilot is the right fit for you. If it is, you will then be able to message a real doctor, assigned to you, and go over treatment plans.

This is not a live-chat interaction but our doctors are pretty quick and it’s rare that you will go more than 24 hours without hearing from them. If you do, please check your profile page (pilot.com.au/profile), it’s the best place to check the most up to date information on your consultation.

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Can I claim on Medicare?

Unfortunately, Medicare benefits are not claimable for any treatment program that Pilot provides. There is not yet widespread support for telehealth platforms through Medicare.

For psychology consultations through our mental health partners, Medicare benefit may be available in some circumstances. If you would like to enquire with our mental health partners, email us at [email protected]

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Am I guaranteed a prescription / treatment plan?

No – if the doctor decides you're not suitable, a treatment plan will not be created for you.

Just like your family GP, we uphold the highest of Australian medical and prescribing standards

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How much does it cost?

After completing the on-site questionnaire it costs $20 to connect with a doctor who will review your responses.

From there, the doctor will answer any follow-up questions you might have and help you sort out a treatment plan.

Treatments start at $69 for 12 doses of erectile dysfunction medication, $45 for on-demand herpes treatment that will treat two outbreaks, $98 for a daily herpes treatment that lasts three months, and a two month supply for hair loss treatment ranges between $90 and $158.

Premature ejaculation is treated with either a daily, two month supply ($98 for 60 doses), or an on-demand option that costs $58 for 10 doses.

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What treatments are available through Pilot?

Australian law prevents us from naming specific treatments until a doctor has had an online consultation with you. This is done to make sure a qualified professional discusses all the options available before you make your decision.

If you have any questions about your treatment options feel free to ask the GP assigned to you within Pilot. That’s what they’re there for!

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How quickly can I speak to a doctor?

You'll hear back from a doctor within 24 hours, but often sooner.

Our GPs like to work on Pilot in their time when they're not seeing patients in their clinics, so that can be early morning or late at night.

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What happens if I am approved by my doctor?

You will receive a secure link to your treatment plan, where you can review it and purchase. Here, you can review the questions and answer when it suits you. This is a secure platform.

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Am I locked into accepting what the doctor gives me?

Not at all. You can request a review by contacting our medical team at [email protected].

Orders / Treatment Plans

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What can I do if the results aren't what I expected?

Contact us on Facebook Messenger or at [email protected] - follow-ups are free and we’d be more than happy to put you back in touch with your doctor to discuss alternatives.

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Can I increase my dosage?

That's up to your doctor. Please contact us at [email protected] and we will pass on the question to the doctor who originally provided your consultation.

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What if I need to pause or cancel my treatment plan?

You can pause at any time via your profile. This places it on hold and you will not be charged. Pilot has no lock-in contracts.

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What if I want to delay my next order?

You can delay your next order via your profile.

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Can I refill early if I run out?

You can trigger an early refill at any time as long as you have repeats left, via your profile.

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How long are treatment plans / repeats valid?

Treatment plans are valid for 6 months, from the moment your doctor creates your treatment.

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What should I do if I am experiencing a side effect?

If you believe you have a medical emergency please contact local emergency services (if in Australia please dial 000).

If you believe you are experiencing a side effect, please stop taking the medication and contact your GP. Please also contact our customer support team at [email protected]. We will notify the partner doctor who has issued the prescription and they will also be able to recommend an appropriate course of action.

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Where can I learn more about side effect risks?

After your doctor consultation, you will be informed of the potential risks of your treatment plan before you purchase.

After you purchase, this information is available via your profile page, and the pharmacy will enclose a hard-copy of the CMI (Consumer Medicine Information) sheet in the shipment.

Transparency

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What problem does Pilot solve?

Pilot was made because we realise how hard it can be for Aussie men to get to the doctor.

Stigma, embarrassment, lack of doctors in your area, or just not having enough time: visiting your local GP can be frustrating.

With Pilot, you can connect online with real, registered GPs across Australia, get assessed, and discuss whatever health issues you might have.

You can read more about Pilot here.

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Does Pilot employ doctors?

We do not. Doctors on our platform act in an independent capacity and are responsible for the medical advice they provide. They are remunerated on per consultation basis, regardless of the outcome of their consultation.

If you are a registered GP and would like to learn more about the Pilot platform, please get in touch with us at [email protected].

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Does Pilot own a pharmacy?

We don't. We partner with a number of pharmacies to allow for seamless ordering experience, but they are independent operators.

If you are a pharmacist and would like to learn more about the Pilot platform, please get in touch with us at [email protected].

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What happens to my data?

At Pilot we take our data security very seriously. All of your data is 256 bit SSL/TLS encrypted. Access to your medical records are encrypted with the industry standard AES-256 encryption algorithm to protect your data at all times. You can read more about this in our privacy policy.

Only doctors and our authorized staff will have access to view your medical records. Data can be stored on third party servers, but it’s always encrypted.

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Why do I need to verify my ID?

We do this to make sure that you’re over 18 and that the script is in the correct and legal name.

Once a treatment plan is accepted and paid for we ask you to verify your ID before we ship it. We do this via Australia Post's DigitalId. We have no access to the ID’s and the only info we get is your date of birth and legal name. This is done only once for the account.

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Why can't you guys mention any drug names?

Australian law prevents us from naming specific treatments until a doctor has had an online consultation with you. This is done to make sure a qualified professional discusses all the options available before you make your decision.

If you have any questions about your treatment options feel free to ask the GP assigned to you within Pilot. That’s what they’re there for!

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Where are the doctors based?

Our GPs work remotely and are located all over Australia. We do not use offshore-based or overseas doctors.

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What pharmacies do you ship from?

Pilot works with a growing number of independent Australian pharmacies who make sure you get your treatment plan, and important information on usage and safety.

These are located in NSW. You will be provided with details of a specific pharmacy your order is placed with before you confirm your order.

Payments & Refunds

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Is Pilot a subscription service?

We do have automatic billing and shipping schedules by-default, but you can pause or refill your orders at any time.

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What is Pilot's returns policy?

Unfortunately, we do not accept returns. This is why:

Our pharmacies follow a strict code of professional practice, they are under obligation to ensure that medicines that customers receive have been produced and stored under strict conditions. As such, no returns are possible, as in case of a return it is not possible to confirm if medicines have been stored properly or have not been tampered with.

That being said, you can cancel your subscription any time and if your products have not yet shipped, we will issue a refund.

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What payment methods are accepted?

We support all Visa, Mastercard and Amex cards. Our transactions are powered by Stripe.

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What charges on my bank statement can I expect?

The charge on your bank statement will appear as "Pilot Technologies".

Shipping

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What does Pilot charge for shipping?

Shipping? It’s 2020, so shipping is free Australia wide.

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How long does it take?

It generally takes 1-2 days for the pharmacy to fulfil an order and it is sent from there. You will get an email with an AusPost tracking link once your order ships.

As we have partner pharmacies all over Australia, delivery time can vary, around 3-4 days at most.

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Can I track my order?

Yep – we ship with Australia Post, and you'll get a link with your tracking number the second it leaves the pharmacy.

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What can I expect the packaging to look like?

Our packaging is super discreet and simple. Medication is sent in a plain post bag with the sender information as small as possible. That sender information is just the name and address of the partner pharmacy that filled the order. Also, we use deliver express post.

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How can I change my shipping address?

You can update your shipping details from your profile page.

Telehealth

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Is telehealth legal?

Yes, telehealth is legal in Australia, and is changing healthcare for the better.

Pilot is an Australian technology platform that connects you to doctors and pharmacists via telehealth.

You know all those forms that you fill out when you get to the GP? And all those questions that a doctor asks you when you sit down? All of them are now done online, at a time that suits you, and then passed to the doctor for assessment.

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What health issues can Pilot help with?

Currently, Pilot can connect you with a doctor for treatment of erectile dysfunction, premature ejaculation, hair loss, sleep, mental health, and herpes. We’re still a young company, though, and are always looking at new services we can offer in the future.

If you have a suggestion, please let us know at [email protected].

Pilot has also partnered with Lysn, an Australian online psychology app, that helps connect people with qualified Australian psychologists.

Talk is cheap - let's get into it.