1. Start Here
Medvend Online lets you submit your details digitally so a registered South African doctor can review your request. You can use the service for a chronic prescription renewal or for a virtual consultation.
A prescription is not automatic. The doctor must be satisfied that your request is clinically appropriate and that the information you provided is complete enough to make a safe decision.
- Use Prescription renewal when you already use chronic medication and need a repeat script.
- Use Virtual consultation when you need a doctor to assess symptoms or a new concern.
- Use Contracted service at payment only if your employer, group, or plan told you that Medvend is covered for you.
2. Paid Prescription Renewals
A paid prescription renewal is for patients who need a doctor to review and renew qualifying chronic medication.
From your side, the process is:
- Open the prescription renewal page.
- Enter your name, ID or passport number, date of birth, contact details, and medical notes.
- Add each medicine you need renewed and include clear dosage or instruction details where possible.
- Select your preferred pharmacy or enter the pharmacy email address.
- Confirm that the information is accurate and truthful.
- Submit the request and complete the secure payment when prompted.
After payment, your request is reviewed by a doctor. If approved, the signed prescription is sent to the pharmacy or email address you provided, and you receive a patient update.
3. What Can and Cannot Be Renewed
Prescription renewals are intended for stable, ongoing medication where an online doctor review is suitable.
- Chronic renewals may be issued for up to six months where clinically and legally appropriate.
- No Schedule 6 medication will be prescribed through Medvend Online.
- Sleeping tablets such as Zolpidem or Zopivane are limited to 30 tablets per month where approved.
- The doctor may decline medication that is unsafe, inappropriate, unclear, excessive, or outside the service scope.
- The doctor may ask for more information or advise an in-person consultation if online renewal is not safe.
If your medication does not appear in the search, it most likely cannot be prescribed online. You may still add as much detail as possible in the notes, including the name, strength, dose, and how often you take it, so the doctor can review the request properly.
4. Paid Virtual Consultations
A virtual consultation is for symptoms, new medical concerns, follow-up questions, or medication requests that need a doctor assessment.
From your side, the process is:
- Open the virtual consultation page.
- Enter your personal and contact details.
- Select symptom categories and describe what is happening in your own words.
- Add medical notes, allergies, current medications, and any important background.
- Upload a photo if it helps explain the issue, for example a rash, wound, packaging, or recent result.
- Select a pharmacy or enter a pharmacy email if a prescription may be needed.
- Submit the request and complete the secure payment when prompted.
The doctor reviews the information and responds with the next step. Depending on the case, this may be advice, follow-up questions, a prescription, a sick note if clinically justified, or a recommendation to seek in-person care.
5. Sick Notes
You can request a sick note during a virtual consultation, but requesting one does not guarantee that it will be issued. A sick note is only provided if the doctor believes it is clinically appropriate after reviewing your case.
- Give clear dates and explain why you could not work or attend your usual duties.
- Describe your symptoms honestly and include when they started.
- The doctor may decline a sick note if there is not enough clinical reason to issue one.
- The doctor may recommend in-person care if your condition cannot be assessed safely online.
6. Payment
For paid services, payment is completed after you submit your request. The payment confirms that your request can move forward for doctor review.
- Prescription renewal currently shows a flat renewal fee on the renewal page.
- Virtual consultation currently shows a consultation fee on the consultation page.
- Payment may be made through the secure payment option shown on the website.
- Do not close the payment page until it has finished redirecting or confirming the next step.
- If you are unsure whether payment went through, check your bank notification first before submitting a duplicate request.
If the doctor cannot assist you digitally after review, Medvend will arrange the appropriate next step according to the circumstances of your request.
7. Declined Paid Requests and Refunds
A paid request may still be declined after doctor review if Medvend cannot safely, legally, or ethically assist through an online service.
- If your request is declined because it is not suitable for online care, Medvend will let you know.
- Where a refund applies, it is handled back to the original payment method where possible.
- Refund timing may depend on the payment provider and bank processing times.
- A refund may be declined where permitted by law if the request involved false information, abuse, misuse, or repeated non-cooperation.
- Do not submit duplicate paid requests for the same issue while waiting for an update.
8. Contracted Services
Some patients may be covered through a contracted company, employer, group, or benefit arrangement. If this applies to you, choose the contracted service payment option when it appears.
From your side, the process is:
- Complete the renewal or consultation form as normal.
- When payment options appear, select Contracted service.
- Choose the relevant contract company or group from the list.
- Use the same ID or passport details that your company or group has on record.
- If you are listed as covered, the request can continue without you paying on the website.
If your details are not accepted, it usually means your details are not listed under that contract, the wrong company was selected, or the information entered does not match the covered member details.
If you believe you should be covered, first confirm your details with your employer, group, or contract administrator. You may still use the paid option if you need to continue immediately.
9. After You Submit
Once you submit, keep your phone and email available. Medvend may contact you if more information is needed.
- Requests are reviewed during business hours.
- Requests submitted after hours are picked up the next working day.
- If your request is approved, your prescription or document is sent to the pharmacy or destination you provided.
- If your request is declined, you will be informed and given the reason where appropriate.
- If more information is needed, respond as soon as possible so your request is not delayed.
10. Pharmacy Details
For prescriptions, the pharmacy information you provide is important. The signed script is sent to the pharmacy or email address you selected.
- Check the pharmacy name and email address before submitting.
- If you use a pharmacy not listed in the search, enter the pharmacy email address carefully.
- Medvend sends the script; the pharmacy is responsible for stock availability, pricing, dispensing, and collection or delivery arrangements.
- If the pharmacy says they did not receive the script, first confirm that the email address you entered was correct.
11. Patient Updates
You may receive updates by WhatsApp, email, or phone depending on the contact details and preference you entered.
- Make sure your mobile number and email address are typed correctly.
- If you choose WhatsApp, use a number that is active on WhatsApp.
- Check your email spam or junk folder if you are waiting for an email update.
- Do not submit a second request just because you have not received an immediate reply after hours.
12. If You Made a Mistake
If you notice an error after submitting, such as the wrong pharmacy, wrong medicine, wrong contact number, or a spelling mistake, contact Medvend as soon as possible.
- Include your full name and ID or passport number.
- Explain exactly what must be corrected.
- Do not submit a duplicate request unless Medvend asks you to do so.
13. Why a Request May Be Declined
A doctor may decline a request if it cannot be handled safely or lawfully online.
- The medication is not suitable for renewal through this service.
- The request involves Schedule 6 medication.
- The dosage or medicine details are unclear or unsafe.
- Your symptoms suggest that you need urgent or in-person medical care.
- The doctor needs examination, tests, or records that are not available through the online form.
- The information provided appears incomplete, inaccurate, or inconsistent.
- The request falls outside fair use policies or there is suspected abuse of the service.
14. When Not to Use Medvend Online
Do not use Medvend Online for emergencies or symptoms that may need urgent care.
- Chest pain, severe shortness of breath, collapse, or stroke symptoms.
- Severe allergic reaction, swelling of the face or throat, or difficulty breathing.
- Severe abdominal pain, heavy bleeding, serious injury, or sudden worsening symptoms.
- Suicidal thoughts, confusion, seizures, or loss of consciousness.
- Any situation where you believe waiting for an online response may be unsafe.
If you may be having an emergency, call emergency services or go to the nearest emergency unit immediately.
15. Still Need Help?
Please use this FAQ first. It answers the most common questions about paid and contracted services, payment, renewals, consultations, sick notes, pharmacy details, and patient updates.
If you have read the FAQ and still need help, support is available during business hours on 066 498 5061.
Business hours are Monday to Friday 08:00-16:00 and Saturday 08:00-12:00. Requests submitted after hours are attended to on the next working day.