Frequently Asked Questions

Updated: April 18, 2022

What is is a secure, confidential, internet-based system that connects people desiring effective acne or skincare therapy with formally trained board-certified dermatologists. The dermatologist uses digital pictures and information to formulate an individual treatment plan for your skin condition (which typically includes prescription medications). The service occurs entirely online; there is no “in-office” visit. The service is quick, reliable, and secure. Your skin condition is managed by authentic skin experts irrespective of your location.

What's a consultation like on

For most people, a consultation takes around ten to fifteen minutes. You answer some general questions about skin condition and its severity, things you’ve tried, general health etc. After that, you submit a few digital photos of your skin using your smartphone, tablet or webcam. You can choose your pharmacy (or your prescription can be sent to the nearest pharmacy based on your location), and pay the consultation fee.

Is an online or virtual consulation as effective as a traditional "in-house" office visit?

Absolutely. Dermatology is a “visual specialty”. Almost all conditions that a dermatologist sees are based on visual cues, acne included. The service allows for rapid, direct access to a specialist without the need for a referral. An optimal treatment plan is prepared for you, generally within 48 hours. There is no waiting in the doctor’s office, no time taken off from work or school. Think about how much your time is worth.

What does my consultation include?

Once you submit your consultation, you will be directed to your “dashboard”. Your dashboard includes:

  • Medication(s) that have been prescribed by your dermatologist.
  • Detailed instructions on the use of your medication(s) and how to recognize and manage possible side effects.
  • An option for messaging with your doctor / team for any questions about your treatment plan.
  • Non-prescription general skin care advice.
  • Acne scar advice.

How long does consultations usually take?

As a general guideline, consultations are attempted to be completed within 48 hours. That is not a guarantee, but we do try our best! Because of weekends, holidays or difficulty verifying pharmacies processing consultations can be delayed taking up to week (that is the exception). We are a small team doing our best to deliver treatment plans as quickly as possible. If there are issues you can always reach out to us via our contact page.

Do you treat skin conditions other than acne?

No, we do not treat other non-acne skin conditions. Acne can be accurately diagnosed and treated virtually. It is not possible to diagnose or treat other skin conditions such as cancers, moles, rashes and other dermatologicial conditions virtually. Our duty of care does not extend to non-acne related conditions.

What happens if I submit a consultation but I do not have acne?

You will be notified that this condition is not acne, suggested to see a local physician. No refunds will be issued.

What happens after I submit my consultations on

After electronically uploading your consultation, a board-certified dermatologist will examine your photos and information and will create a customized treatment plan, specifically for your skin type and condition. If your treatment plan includes a prescription (and it usually does), we electronically send it to your preferred pharmacy, and you can pick it up at your convenience. The dermatologist typically completes your consultation within 48 hours. No in-office visit is required.

Who is performing my consultation?

All of the doctors on are board-certified dermatologists, the authentic skin care experts.

Am I guaranteed a prescription medication with my consultation?

The doctor will review your information and will create a treatment plan that is individualized for you. Prescriptions (oral medications and topical creams) are often but not invariably required for treating acne and other skin conditions. You can indicate medications that your do not want to take. An option for non-prescription general skin care advice is also available.

What if there are side effects? Can I get a different prescription for free?

Ordinarily side effects can be anticipated and prevented. If there is an issue that is related to medications, a new prescription can be sent to your pharmacy of choice. Acne becoming worse in the short-term (within a 2 month period) is not typically considered a side-effect that requires a change in treatment. It is important to see through the initial treatment period.

How long does my prescription last?

The initial prescription is ordinarily between two and four months and refills can be added on if it is deemed necessary.

What happens if my prescription runs out?

If the prescription is proving to be effective without side effects, it can be renewed. Once all refills are used, this will require another online consultation with the doctor just as new prescriptions require appointment and / or fees at traditional doctor's office.

If I have questions after my consultation, can I contact my doctor?

Yes. In your profile, you can directly and securely message your doctor or team member about your treatment plan or your condition. This window for messaging closes 5 days after your consultation is completed.

What do I do if I have a question beyond the 5 day messaging window at the end of my consultation?

You can always contact [email protected] for any questions, though support staff cannot answer medical questions. Any questions related to medical advice outside of this window will require an additional consultation.

How long does it take for my treatment plan to work?

Result will vary but it can take up to 2 months of continued usage. This is unfortunately very common when treating acne.

What happens if my prescription is not effective?

All treatment plans should be given at least 2 months of continued usage. If

How accurate is the service?

Dermatology is a visual specialty. Much of the training to be a dermatologist relates to visual pattern recognition. Dermatologists are trained to recognize the subtle visual cues of all skin disease. Ordinarily, the diagnosis of acne is straightforward. The mindset of the team is that of early, active therapy by authentic skin experts:

  • Results in an optimal treatment plan for patients
  • Reduces the severity of acne
  • Minimizes acne scars by way early, optimized therapy

How do I submit a follow-up consultation?

To submit a follow-up consultation, you will need to upload new photos of your skin and answer a few questions about your experiences with the medications and non-prescription creams, lotions et cetera that you have been using. Your dermatologist will perform a new examination and either refill your prescription or modify your treatment plan if he or she decides that you would benefit from a approach. A follow-up consultation is the same price as a normal consult.

What if I need an in-house visit or a formal office visit?

On occasion, this is a necessity. Not all treatment protocols work all of the time of course. Occasionally, patients may require Accutane, chemical peels, and/or laser therapy. Cortisone injections are often necessary for inflamed acne cysts. These situations cannot be handled over the internet. However, the team can co-ordinate an appropriate referral.

Is an consultation covered by my provincial health plan?

Unfortunately, no. Telemedicine is not generally covered by provinical health plans. However, some health spending accounts may cover this service.

Are my consultations covered by my employer / private insurance?

In most occasions, yes. Please check with your provider for dermatology and telemedicine coverage.

Are my prescriptions covered by my health insurance?

Yes. Prescriptions from this service are treated identically to traditional prescriptions (i.e. from an in-person doctor visit).

If I'm under 18, can I use a

Yes. Your parent or legal guardian must give you permission and we will reach out to independently verify. Also, the name on the credit card used to pay for your consultation must match the name of the parent of legal guardian granting permission.

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