Vivamen — Frequently Asked Questions
About the Service
What is Vivamen?
Vivamen is a UK-based, private online men’s health service. We provide access to clinical assessments, testing, and prescription treatments for conditions such as erectile dysfunction, testosterone deficiency, hair loss, and weight management.
Who is Vivamen for?
Vivamen is for adult men (18+) living in the UK who want safe, discreet access to regulated medical care online. All treatments are subject to clinical suitability.
Is Vivamen suitable for everyone?
Not always. Some medical conditions or circumstances are not suitable for online treatment. Our clinicians will review your information carefully and may decline treatment if it isn’t safe or appropriate.
Is this an emergency service?
No. Vivamen does not provide emergency care. If you need urgent medical attention, contact your GP, NHS 111, or emergency services.
How It Works
How does Vivamen work?
You choose a service, complete an online consultation, and submit your medical information. A qualified clinician or prescriber reviews your answers and decides whether treatment is appropriate. If approved, your medication is dispensed by a registered pharmacy and delivered to you.
Do I need to see a doctor in person?
No in-person visit is required for our online services. However, some treatments may require blood tests or further assessment, and some conditions may need face-to-face care instead.
How long does the consultation and approval process take?
Most consultations are reviewed within a short timeframe. If no further information is needed, approval can often happen the same or next working day.
Is treatment guaranteed?
No. Completing a consultation does not guarantee treatment. Our clinical team must be satisfied that treatment is clinically appropriate and safe.
Consultations & Prescribing
Who reviews my consultation?
Your consultation is reviewed by a qualified UK-registered clinicians and prescribers working independently and in line with professional standards.
Why might my treatment request be declined?
Treatment may be declined if:
- the information provided is incomplete or inconsistent
- there are safety concerns
- your condition isn’t suitable for online care
- prescribing wouldn’t be in your best clinical interests
If treatment is declined, no medication will be supplied and any payment will be handled in line with our Terms of Sale.
What happens if a clinician needs more information?
You’ll be contacted through our secure messaging system and asked to provide additional details or test results. Your order won’t proceed until this information is received.
What if I don’t respond to a clinician message?
If you don’t respond within a reasonable timeframe, your request may be declined for safety reasons and any associated order cancelled.
Tests, Monitoring & Ongoing Care
Do I need blood tests before starting treatment?
Some treatments - particularly hormone-related therapies - may require blood tests before prescribing. This helps ensure treatment is safe and appropriate.
Will I need ongoing monitoring?
Yes, for certain treatments. Ongoing monitoring may be required to check effectiveness, safety, and any changes in your health.
Can treatment be stopped or changed later?
Yes. Treatments can be reviewed, adjusted, or stopped based on clinical advice, side effects, or changes in your circumstances.
What if I don’t respond to a clinician message?
If you don’t respond within a reasonable timeframe, your request may be declined for safety reasons and any associated order cancelled.
Orders & Delivery
When is my order confirmed?
Your order is confirmed once your consultation is approved by a clinician and the pharmacy has accepted it for dispensing.
How long does delivery take?
Orders are dispatched after approval and processing, usually on working days. Delivery times depend on your location and Royal Mail service availability.
Is delivery discreet?
Yes. All orders are sent in plain, discreet packaging with no indication of the contents.
Can I track my delivery?
Yes. Once dispatched, you’ll receive tracking details so you can follow your order.
What happens if my order is delayed or lost?
If your order hasn’t arrived within the expected timeframe, contact customer support and we’ll investigate with the delivery provider.
Account & Order Management
Can I change my delivery address?
You can update your delivery address in your account for future orders.
Once an order has been processed by the pharmacy, the address can’t be changed.
Can I change my next order date?
Yes. You can manage upcoming delivery dates through your account, subject to clinical review where required.
Can I pause or cancel treatment?
You can manage subscriptions and ongoing treatments through your account. Prescription orders can only be cancelled before they are approved.
Can I cancel an order after it has been prepared for dispatch?
No. Once a prescription order is in the dispatch process, it can’t be cancelled or refunded under medicines regulations.
Payments
How does billing work?
Payments are taken according to your treatment plan, which may be one-off - or it could be recurring depending on the service you have selected.
What payment methods do you accept?
We accept major debit and credit cards. Available payment options are shown at checkout.
What will appear on my bank statement?
Payments will appear under our trading or parent company name - XXXXXXXX - as explained during checkout.
What happens if my payment fails?
If a payment fails, we’ll retry it automatically and notify you so you can update your payment details if needed.
Safety & Support
What should I do if I experience side effects?
As with all prescription medications, there is a risk of side effects.
If you experience any side effects while using your treatment, stop taking the medication and seek medical advice.
If you experience mild side effects, or you’re concerned and would like to discuss them, you can contact us to speak with a clinician by calling [PHONE NUMBER].
If you experience severe side effects, contact your GP, call 999, or attend your nearest A&E immediately.
For any non-medical or general enquiries, our customer care team is available to help.
How do I contact a clinician?
You can message a clinician securely through your account if you have treatment-related questions or concerns.
How do I contact customer support?
For general questions about orders, delivery, or your account, contact our customer care team using the details on our website.
Eligibility
Who can use Vivamen?
Vivamen is available to adults aged 18 or over who live in the UK and meet clinical eligibility criteria.
Do you offer NHS prescriptions?
No. Vivamen is a private service and does not provide NHS prescriptions.
Do you prescribe outside the UK?
No. We only prescribe and deliver medications within the UK.