Terms & Conditions
Below you will find the General Terms and Conditions for the use of the platform deinrezept.de. Please read them carefully before using our services.
These General Terms and Conditions (hereinafter "T&C") apply to all services offered and contracts concluded via the website deinrezept.de (hereinafter "Platform") between the operator (hereinafter "Provider") and the users (hereinafter "User" or "Patient").
Use of the Platform requires legal age (minimum age 18 years). By registering or using the services, you confirm that you are at least 18 years old and have full legal capacity under German law. For orders shipped to Germany, German law applies.
Deviating or supplementary terms and conditions of the User are not recognised unless the Provider expressly agrees to their applicability in writing. These T&C also apply if the Provider provides services without reservation in the knowledge of conflicting terms and conditions of the User.
The platform deinrezept.de is a telemedicine referral portal. It facilitates contact between patients on the one hand and licensed physicians as well as a cooperating mail-order pharmacy on the other. The Provider itself does not provide any medical or pharmaceutical services.
Up to three independent contractual relationships may arise through the Platform: (1) a usage contract between the Patient and the Platform for the provision of the technical infrastructure, (2) a treatment contract between the Patient and the consulting physician, (3) a purchase contract between the Patient and the mail-order pharmacy for the prescribed medication.
The Provider is exclusively liable for the proper provision of the Platform and its technical services, but not for medical advice, diagnostics, treatment or pharmaceutical care.
The Platform cooperates exclusively with EU-licensed, accredited physicians and a mail-order pharmacy based in Germany that is licensed under § 11a ApoG:
- The consulting physicians are licensed to practise medicine in the Federal Republic of Germany or another EU member state and are registered with the competent medical association. They are subject to the professional code of conduct for physicians and to medical confidentiality.
- The mail-order pharmacy is licensed under German law, supervised by the competent authority and holds a valid mail-order trading licence. It is responsible for the proper inspection, packaging and dispatch of the prescribed medications.
- Medical treatment is provided exclusively within the framework of remote treatment in accordance with § 7(4) MBO-A. If a personal examination is medically necessary, remote treatment will be declined and the patient will be referred to an in-person consultation.
- Both the consulting physicians and the mail-order pharmacy maintain professional liability insurance that covers damages arising in connection with the exercise of their profession.
The use of certain services requires the creation of a personal patient account. Truthful and complete information must be provided, in particular name, date of birth, email address and, where applicable, delivery address. Only one account may be created per person.
Access to the patient account is protected by an individual password or a one-time verification code (OTP). Users are obliged to keep their access credentials confidential and to prevent unauthorised use by third parties. In the event of suspected unauthorised access, the Provider must be notified immediately.
The patient account can be deleted at any time via the account settings or by email to support. Upon deletion, personal data will be removed unless statutory retention obligations apply (see Privacy Policy).
The ordering process on the Platform follows a structured procedure that ensures patient safety:
- Selection of treatment and completion of the medical questionnaire: Patients select a treatment category and answer a standardised questionnaire about their health status and medical history.
- Medical review: A licensed physician reviews the information individually. There is no entitlement to the issuance of a prescription — the medical decision is made solely on the basis of medical criteria.
- Prescription issuance and forwarding: If the review is positive, a prescription is issued and forwarded to the partner pharmacy.
- Payment: Payment is made during the checkout process. The purchase contract for the medication is only concluded upon dispatch confirmation by the pharmacy.
- Shipping and delivery: The partner pharmacy reviews the prescription pharmaceutically, packages the medication properly and dispatches it to the specified delivery address.
The presentation of services on the Platform does not constitute a binding offer but an invitation to submit an offer (invitatio ad offerendum). The contract for the use of the Platform is concluded upon submission of the questionnaire.
The Platform enables patients to access telemedicine services. This includes in particular: structured medical questionnaires (medical history), referral to cooperating physicians for remote treatment, transmission of prescriptions to the partner pharmacy and processing of payment.
There is expressly no entitlement to the issuance of a prescription. The medical decision is based solely on medical criteria and is independent of payment. If treatment is declined by the physician, no charges will be incurred for the medical review.
The Platform may additionally offer supplementary services, such as video consultations or follow-up prescription services. The scope of available services may change and is displayed on the Platform at all times.
Users of the Platform are obliged in particular to:
- provide all information in the medical questionnaire truthfully, completely and to the best of their knowledge. False or incomplete information may impair the medical assessment and cause health risks.
- use the Platform exclusively for their own personal use. Use on behalf of or for the benefit of third parties is not permitted.
- not distribute any unlawful, offensive, discriminatory or otherwise inappropriate content via the Platform.
- not carry out any technical manipulation, automated access (bots), denial-of-service attacks or other measures that endanger the functionality or security of the Platform.
- take seriously and follow the recommendation to consult a physician in person in the event of a medical rejection.
All content of the Platform — including texts, graphics, logos, icons, images, software and databases — is protected by copyright and is the property of the Provider or its licensors. Reproduction, distribution, public accessibility or other exploitation without prior written consent is not permitted.
Users are granted a simple, non-transferable, revocable right to personal, non-commercial use of the Platform. This right of use does not include the right to download, copy or otherwise reuse content, unless expressly provided for (e.g. printing one's own prescription documents).
All prices stated on the Platform are final prices in euros and include the applicable value-added tax. Any shipping costs are shown separately and transparently during the ordering process.
Separate items may apply, in particular: a fee for the medical consultation (prescription fee) and the purchase price for the prescribed medication. Both items are listed individually during the checkout process.
Payment is processed via the payment service provider Stripe (Stripe Inc., USA). Accepted payment methods include credit card, PayPal, Klarna, Amazon Pay, Apple Pay and Google Pay. The charge is made upon submission of the order.
In the event of a medical rejection of the treatment, the prescription fee will not be charged or will be refunded without delay. Amounts already paid for undelivered medications will be refunded within 14 days.
Consumers generally have a 14-day right of withdrawal pursuant to § 355 BGB. Exceptions apply in particular to sealed medications whose seal has been broken after delivery (§ 312g(2)(3) BGB), as well as to digital services (e.g. medical consultation) that were fully performed at the express request of the consumer before the expiry of the withdrawal period. Full information including the model withdrawal form can be found in our withdrawal policy.
Delivery is carried out by the cooperating mail-order pharmacy to the delivery address specified by the Patient within Germany. Delivery to other countries is currently not available.
The estimated delivery time is 2–4 business days from prescription issuance and receipt of payment. The actual delivery time depends on the availability of the medication, the duration of the medical and pharmaceutical review, and the shipping service provider. Delivery time estimates are therefore non-binding.
Shipping is discreet and in neutral packaging. For medications requiring special storage conditions (e.g. refrigeration), compliance with the cold chain is ensured through appropriate packaging.
Should a prescribed medication be unavailable, the pharmacy will inform the Patient and offer — subject to medical approval — a therapeutically equivalent alternative product. The Patient may agree to the substitution or cancel the order.
The Provider endeavours to ensure the Platform is available without interruption. However, there is no entitlement to uninterrupted accessibility. Maintenance work, software updates, internet infrastructure disruptions or force majeure may lead to temporary restrictions.
Planned maintenance work is carried out outside regular business hours where possible and, if foreseeable, announced in advance. The Provider is not liable for damages resulting from temporary unavailability of the Platform.
The Provider has unlimited liability for damages arising from injury to life, body or health based on a negligent or intentional breach of duty by the Provider or one of its legal representatives or vicarious agents.
In the event of a breach of material contractual obligations (cardinal obligations), the Provider is also liable for slight negligence, but limited to the foreseeable damage typical for the contract. Material contractual obligations are those whose fulfilment is essential for the proper performance of the contract.
Medical decisions are made exclusively by the cooperating physicians after individual review and on their own responsibility. The Provider assumes no liability for medical diagnoses, treatment decisions or pharmaceutical advice.
Liability for loss of data is limited to the typical recovery costs that would have been incurred had backup copies been made regularly and in accordance with the risk.
The statutory warranty rights under §§ 434 ff. BGB apply to medications purchased via the Platform. Defects must be reported to the mail-order pharmacy without delay upon discovery. In the event of justified defect claims, the pharmacy has the right to subsequent performance (replacement delivery or rectification). Further claims are governed by statutory provisions.
The Provider is entitled to temporarily suspend or permanently deactivate a User's access if there is a reasonable suspicion of misuse, violation of these T&C, provision of false information in the health questionnaire or unlawful conduct.
Users may terminate their account at any time and without giving reasons. Termination can be effected via the account settings or by email to support. Orders already in progress will still be fulfilled.
In the event of suspension or termination, the contractual claims of both parties that have arisen up to that point remain unaffected. Statutory retention obligations (e.g. for order data, health data) are not affected by account deletion.
The protection of your personal data is of particular importance to us. Detailed information on the type, scope and purposes of data processing, your rights as a data subject and the data processors used can be found in our Privacy Policy.
The law of the Federal Republic of Germany applies, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). For consumers with habitual residence in the EU, the jurisdiction of the consumer pursuant to Art. 18(1) of the Brussels I Regulation (Recast) remains unaffected.
Should individual provisions of these T&C be or become wholly or partially invalid, the validity of the remaining provisions shall remain unaffected (severability clause). The invalid provision shall be replaced by the applicable statutory provision.
The Provider reserves the right to amend these T&C at any time with effect for the future. Registered Users will be notified of material changes by email. Continued use of the Platform after the changes take effect shall be deemed acceptance.
The European Commission provides a platform for online dispute resolution (ODR):
We are neither obliged nor willing to participate in a dispute resolution procedure before a consumer arbitration board.