Payments

Most frequently asked questions about Payments

Satisfaction guarantee

We value your health, and we take pride in the quality of our services and the services arranged for you. We stand by our services 100%, no matter what. If you are not completely satisfied after your online consultation, we’ll provide a refund so that you can re-invest your money into your health & well-being. Just reach out to our customer service. We're here for you. See full terms and conditions below.

We value all feedback on our services. If we have not met your expectations, we would love to understand how we could improve our services in the future. Please speak to a member of our customer service if you have any feedback, either positive or negative.

Terms & Conditions

  • Claims for refund must be made to our customer service within 7 days after your online consultation, and prior to any subsequent online consultations.
  • Any refund will be provided in the same manner in which payment was made.
  • Refunds provided will be equal to the value paid by you to Dokteronline.com for the initial online consultation.
  • Our 100% satisfaction guarantee no longer applies once any prescribed medication has been sent to you by the pharmacy. However, you can still make use of your statutory right of withdrawal

Do you charge extra depending upon how I pay?

Dokteronline.com does not charge extra cost for most forms of payment.

How can I pay?

You can pay Dokteronline.com in the following ways:

Credit card
Pay simply and securely with Visa or MasterCard. Your payment is processed through one of our payment providers. Credit card payments are processed through payment provider Dotpay or payment provider Klarna Simplifying Buying.

Klarna Simplifying Buying makes paying online simple. You start by entering your details and then you can pay by Visa or MasterCard. The next time you place an order, you only need to enter your e-mail address and postal code, the rest of your details will be automatically retrieved. Thanks to our SSL procedure (Secure Sockets Layer), you can be assured that the card details you have entered are safe.

Where can I find information on CVV/CVC2?
The verification code of your credit card is called the CVC or CVV. This stands for Card Validation Code or Card Verification Value and is the three-digit code printed on the back of your credit card, next to the
signature box.

If you have a question, comment or suggestion with regard to your payment, please let us know. We shall be happy to help you.


Bank transfer
If you pay by bank transfer, note that we do not process your order until payment has been received (other than Klarna Simplifying Buying). This normally takes two or three working days.

Please note that you are responsible to pay for the transaction fee costs. We advise you to select the (OUR) option. We require all international transfers to us to be made with the OUR instruction The OUR instruction means you pay all transfer charges. We receive all your payment.
Please follow the Payment Options on your Order. Use local payment methods if we offer them in your country.
If you select the SHA (shared) or BEN (beneficiary) for payment your order will not be processed. By selecting (SHA) and (BEN) it will delay the process of you transition.

What are BEN, SHA payment instructions?
SHA (shared) means you only pay your bank's outgoing transfer charge. The sender will pay fees to the sending bank. We receive your payment minus the bank charges.
BEN (beneficiary pays costs) means you do not pay any charge. We receive your payment minus all transfer charges.

How can I be sure that my payment has gone through?

Upon completion of every order, you receive a confirmation e-mail. If your payment fails to go through successfully, once every two days we e-mail you a reminder with another chance to make your payment.

Are there any hidden costs?

The total price you pay for a medicine includes a pharmacy fee, a prescription fee and an administrative charge as well as the cost of the product itself. In step 1 of the ordering process you see a breakdown of these costs as well as the total price, which is the amount we actually charge you. There are no hidden extra costs.

My order has been rejected but I have already paid. When do I get my money back?

If an order you have already paid for is rejected or cancelled, your payment is refunded automatically. The refund order is issued immediately by Dokteronline.com, but it can take up to two weeks to process in the banking system. This delay is beyond our control. For more information, please contact our customer service.

How does payment by bank transfer work?

If you choose to pay by bank transfer, under “Transaction reference number” or its equivalent enter only the transaction code you have been given. If you have any questions about this, please contact our customer service.

What is ICEPAY/ CM.com stichting?

ICEPAY and CM.com stichting are payment service providers that offer methods for online payments on our website. They process your payment and handle all communication between you and the bank. Both ICEPAY and CM.com stichting are internationally certified in accordance with MasterCard and Visa PCI standards to ensure your payment is processed correctly and securely.