Frequently asked questions

How does an online acne consultation work?


Zapped is registered with the care quality commission (CQC) as a regulated service. To meet our regulatory requirements all Zapped service users have to comply with the following while registering:

  1. Upload a valid form of ID when registering with Zapped
  2. Agree to Zapped terms and conditions and privacy policy

After you book your consultation, we will ask you to

  • fill a form to collect some information about your experience with acne and treatment that you are currently on and that you had in the past.
  • In addition, we will ask you to upload 2 high resolution images for the areas of skin most affected with acne.
  • We will ask you to complete your health profile on Zapped platform.

The forms and the images will be reviewed by the dermatologist prior to your video consultation. During the consultation, the specialist will take a detailed history and discuss a management plan with you.




What treatments do you offer?


Zapped is a dermatologist led acne service and we offer the full spectrum of acne treatment including Roaccutane. Zapped also offer mental health support for acne patients through our registered psychologists and counsellors, and nutritional support through our nutritional therapists.




Do you prescribe oral isotretinoin (Roaccutane)?


Yes, our dermatologists can prescribe Isotretinoin if clinically indicated. Patients who are prescribed Isotretinoin have to commit to the Zapped follow up program including Pregnancy prevention program for female patients of childbearing age.




What sort of equipment do I need?


You can have your video consultation using a computer, tablet, or smartphone with internet connection preferably high-speed broadband or 4G internet.

Most computers and laptops will already have a camera and microphone installed. You can use your computer microphone or an external one during the consultation.

You need to download google chrome as your browser when using the Zapped platform for a video consultation.

The Zapped platform can be used on android, but it is not supported for IOS.

Please ensure that your equipment including your camera and microphone are working properly before the consultation. We cannot be held responsible for the failure of equipment locally due to lack of preparation and we are unable to return the fee in these circumstances. However, in certain situations due to technical failures beyond anyone’s control, the appointment can be re-scheduled or continued by telephone at no extra cost.

To get the best quality and most stable connection we recommend that your PC/Laptop be connected to the router directly with an Ethernet cable: https://www.amazon.co.uk/gp/product/B00DYRV0RI/ref=ppx_yo_dt_b_asin_title_o05_s00?ie=UTF8&psc=1

If the router is in a different room from where you are working with your laptop/PC you can purchase a 'TP Link' that will enable you to run the internet signal through your house's power lines.

  • You put the TP Link 'A' plug into a power socket next to the router and connect them to each other via an Ethernet cable
  • You then put the TP LInk 'B' plug in the socket of the room you are working in and connect it to your PC/Laptop via another ethernet cable. : https://www.amazon.co.uk/gp/product/B07J652QRY/ref=ppx_yo_dt_b_asin_title_o04_s00?ie=UTF8&psc=1




What if I want to cancel an appointment?


For same day appointments, where you cancel a booking within 30 minutes of receiving booking conformation, you will receive a full refund of the agreed charges. If you cancel after 30 min from receiving confirmation, no refund will be provided.

As a consumer, you have a statutory right to cancel your order within fourteen (14) days after the day on which the contract is entered into (“Cooling-Off Period”) without giving any reason.

When you book an appointment that is less than 14 days from the date of booking, you acknowledge that you have waived your statutory right to cancel during the Cooling Off period.

You also have a legal right to cancel a booking that you have made with us within 7 working days of the date the booking was made. However, if your use of the service commences within that 7-day period your right to cancellation is lost.

If you wish to cancel a booking within this period, you must contact us in writing by sending an email to support@zapped.org.uk. If you send your cancellation notice by email, then your cancellation is effective from the date and time that you sent the email. You may wish to keep a copy of your cancellation notification for your own records.

In the event of such a cancellation, you will receive a full refund of the cost of the Services. We will process the refund as soon as possible and, at the latest, within 30 (thirty) calendar days of the day on which you gave us notice of cancellation.

If you fail to attend a booked consultation without giving us notice of your cancellation of the booking, we are within our rights to charge you the full cost of the consultation. Any decision to vary this to take account of particular circumstances beyond your control is at the discretion of Zapped limited.

In exceptional circumstances the Healthcare professional may need to cancel the Booking due to unforeseen circumstances, you will be notified and refunded the Consultation charge as quickly as possible in the event of cancellation by a Healthcare professional.




What if I don’t turn up to an appointment?


If you fail to attend a booked consultation without giving us notice of your cancellation of the booking, we are within our rights to charge you the full cost of the consultation. Any decision to vary this to take account of circumstances beyond your control is at the discretion of Zapped limited.




Can someone else attend while I am having my consultation?


Yes, you can have a friend, or a family member attend the consultation with you, however you will have to inform Zapped in advance that another person will be attending the consultation. Zapped specialists have the right not to carry on with the consultation if they are not informed in advance that another person will be attending the consultation.




Do you offer treatment for NHS patients?


Zapped is a private service and we currently do not offer free NHS appointments.




Can I use your service from abroad?


You can use the service from abroad ONLY if your resident address is in the UK. Our dermatologists cannot issue prescriptions for patients who are abroad however a prescription can be issued to be dispensed in the UK.




Do you charge a fee to issue a private prescription?


We do not charge extra fee for issuing a private prescription. You only have to pay the cost of your medications.




Are there any additional charges?


When booking a consultation with Zapped, the fee charged when you book your consultation covers only the consultation cost. You might incur additional costs if you require any of the following:

Any blood tests ordered during your treatment

The cost of medications

The cost of pregnancy test if you are prescribed Roaccutane




How do I receive my medications?


The medication will be sent to your home address. Following your consultation, the dermatologist will send the prescription to our partner pharmacy who will dispense the medications and send it to your address by post.





ZappedLimited is registered inEngland and Wales, Company Registration Number: 12121415. Our registered office is 8 Farnsworth drive, London, HA8 8FS.  Zapped Limited is an Introducer Appointed Representative ('IAR') of Switcha Limited, Trading as Kandoo which is authorised and regulated by the Financial Conduct Authority, Firm Registration Number: 828963 for Credit Broking and Insurance Distribution.  Switcha Limited is a Credit Broker and not a Lender. You can check this on the Financial Services Register at https://register.fca.org.uk/.

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