Frequently Asked Questions

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:

  • Upload a valid form of ID when registering with Zapped
  • 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.

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.
At Zapped, we treat patients aged 13 and above. Patients who are 13 to 17 years old need a guardian approval to receive treatment through Zapped.
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.

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:

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. :

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 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.

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.

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.
Zappedskin is a private service that offers appointments with UK-based private acne dermatologists. Unfortunately, we don’t currently offer our services on the NHS.
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.
We do not charge extra fee for issuing a private prescription. You only have to pay the cost of your medications.

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

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.
We offer our services to patients all over the UK without geographical limitations. You can simply book a dermatologist appointment from the comfort of your own home and start receiving the dermatologist lead acne treatment that you need.
Acne is a curable disease and can be treated and controlled by using the right combination of medications and lifestyle changes. The fastest way to get rid of acne is by getting the right help from experts dermatologists that deal with acne on daily basis and know what works for individual patients.

Acne scars don’t entirely go away on their own, however, different types of medications and procedures can help in fading the scars and to improve overall skin appearance.

The first step to treat acne scars is to ensure that acne is under control, and any inflammation is treated with the right medications to avoid developing any new scars.

There are different types of acne scars that develop secondary to acne:

  • Ice-pick scars – these are deep, narrow, pitted scars
  • Rolling scars – broad depressions with a sloping edge
  • Boxcar scars – broad depressions with sharply defined edges
  • Atrophic scars – flat, thin scars or depressed scars
  • Hypertrophic or Keloid scars – thick lumpy scars.

The treatment usually depends on the type and severity of the scars, below are different types of treatment options that can be considered.

  • Resurfacing procedures like laser therapy, microdermabrasion, and chemical peels
  • Fillers using hyaluronic acid
  • Microneedling
  • Radiofrequency skin tightening
  • Steroids injections

Post-inflammatory hyperpigmentation: these are dark spots that develop over time secondary to acne. Post-inflammatory hyperpigmentation can be treated with different medications including Retinoids like Tretinoin, Hydroquinone, Azelaic and Salicylic acids, or other combinations that a dermatologist would recommend following a consultation.