SofortArzt maintains user feedback
You can contact customer support in the following ways:
The reason for contacting the manager may be:
- Suggestions for improvement. The service is constantly being improved, taking into account modern trends and user feedback. If you know how to make the service more convenient, please contact us.
- Questions about the work of telepharmacy. Detailed information about the work of the site is published in the section „How SofortArzt works“. Visitors for whom some nuances remain unclear can contact our employees.
- Reimbursement. In cases where the doctor is unable to make a diagnosis or the order is canceled, you are entitled to a full refund of the money spent. In most cases, the refund is processed automatically, but you can contact the manager if needed.
The Support Team does not provide any information about medications. An introductory description is posted on the page of each medication that our doctors can prescribe. Questions about the properties or usage of the medication can be directed to the doctor after the prescription is issued.
How can I make a complaint?
If you are not satisfied with the service at SofortArzt, please contact customer support. Our manager will try to resolve the issue quickly or offer you a free consultation.
Customers whose issues cannot be resolved quickly can file a complaint. We take customer complaints seriously and strive to address any service shortcomings that caused inconvenience as quickly as possible. Please note that complaints will be accepted within 6 months after the incident. When submitting a request, please specify your preferred method of feedback (phone, email, account). The manager may ask you to provide your current contact details.
How long does it take to process a complaint?
Shortly after registering a complaint, you will receive a notification. User complaints are usually processed within 30 days. After this period, you will receive a decision or an update on the progress of the investigation from the SofortArzt administration.
The range of services is not restricted by the complaint. You can use the SofortArzt platform as before.
Complaint on behalf of another person
Under Ireland law, health information is subject to confidentiality. Therefore, a complaint can only be submitted directly by the SofortArzt customer or an authorized person who has the relevant documents. Without the patient's consent, we are not allowed to share any information about them, not even with close relatives.
