There are two points where MedExpress may find that a treatment isn't suitable for you:

1. During your online consultation form: an automatic eligibility check based on your answers.

2. After you've placed your order: a review by a UK-registered MedExpress prescriber.

This article explains how to tell which one applies to you and what to do next.

Use this article when you want to:

- Understand why you've been told you're not eligible for treatment

- Work out whether the result came from your consultation form or from a prescriber

- Find out what to do next in each case

It happened during the consultation form if a "not eligible" or "Not suitable for treatment" message appeared on screen while you were completing your consultation. At this stage you haven't paid and no order has been placed. See Stage 1 below.

It happened after a prescriber review if you submitted your consultation, placed your order and then received an email from MedExpress's clinical team explaining that your order was declined. See Stage 2 below.

The consultation form carries out an initial eligibility check. The result is based only on the answers you gave. Selecting the wrong answer by mistake can also trigger it

Go back and check your answers carefully:

- Make sure every question is answered completely.

- Make sure each answer accurately reflects your medical history and current health.

- Check you haven't accidentally selected the wrong response.

If you find a mistake, correct it and submit the consultation again.

If you've checked your answers, confirmed they're accurate and the same message appears when you submit, this means you're not eligible for this treatment based on the information you've provided.

Once your consultation is submitted and your order is placed, a UK-registered MedExpress prescriber reviews your order alongside your consultation answers. They check that the treatment is safe and suitable for you. A prescriber may decline a request because of:

- Medical contraindications: your medical history or current medications may make the treatment unsafe.

- BMI requirements: your BMI may be outside the safe range for the medication requested.

- Safety concerns: symptoms that need a face-to-face assessment with your GP first.

- Regulatory restrictions: UK prescribing rules may prevent the medication being issued in your circumstances.

MedExpress's clinical team will email you explaining the reason for their decision. If you can't find this email:

- Check that the email address on your MedExpress account is correct.

- Check your spam, junk, promotions and any other filtered folders.

You'll receive a full refund for any order declined by the clinical team. This goes back to your original payment method, or is issued as account credit if you prefer. Refunds typically take 3–5 working days to process, though your bank may take up to 10 working days to show the funds.

- If the decline was caused by a mistake, such as the wrong dose strength or an error in your consultation form, you can usually place a new order once your refund is confirmed.

- If the treatment was found to be medically unsafe for you, you won't be able to place a new order for that treatment. Placing further orders won't change the outcome.

Don't place a new order straight away. Reply to the email explaining the decision and include your updated information. A clinician will review it and advise you on the next steps.

If anything in your consultation result or your email from the clinical team isn't clear, additional support is available.