Frequently Asked Questions

PepUp is a doctor-led wellness concierge and teleconsulting platform connecting patients with registered practitioners for personalised, evidence-based care. Learn more on our Our Doctors page.

You complete a secure online health assessment, a registered doctor reviews it and consults with you, and — where clinically appropriate — issues an individualised care plan. Where prescribed, medication is dispensed by an independent registered pharmacy partner and delivered directly to your nominated address.

You can begin immediately by completing our online health assessment. Once finished, you will register or sign in to securely save and submit your assessment for clinical review. Your intake form covers personal, medical and surgical history, current medications, wellness goals, and a symptom-severity screen. This gives your doctor a comprehensive clinical picture before your consultation, so please complete it as accurately as possible.

Metabolic and weight-management patients complete targeted measurements (including height, weight and waist circumference). This stratifies your metabolic profile so the appropriate baseline investigations and care pathway can be determined for your consultation, depending on your clinical needs.

Once your assessment is submitted and reviewed through clinical triage, eligible patients can select a consultation time directly from available calendar slots. You will receive a confirmation with your telehealth link and advance reminders, and you can reschedule or cancel your appointment through your account if needed.

Your doctor reviews your assessment ahead of time, then consults with you directly via telehealth to discuss your medical history, goals, and treatment suitability. Where appropriate, they will issue an individualised care plan and prescription. A prescription or care plan is only issued where your doctor determines it is clinically appropriate for you, at the discretion of your doctor. Please review our Medical Disclaimer.

PepUp bills for platform services, consultation fees (collected on behalf of your practitioner), and any PepUp Shop wellness products you select. Prescription medicines and third-party laboratory tests are invoiced separately by the respective provider. If your doctor prescribes medication, the prescription is routed to an independent registered pharmacy, which will invoice you directly for your medication. You will receive a secure checkout link to pay for PepUp fees. For prescription medications, payment is confirmed directly with the dispensing pharmacy before dispensing proceeds. For details on refunds, see our Refund Policy.

If blood tests are required, you will receive a laboratory requisition form to have your blood drawn at an accredited laboratory of your choice. The laboratory will invoice you directly for testing, depending on the investigations requested.

Prescriptions are dispensed by independent partner pharmacies registered with the South African Pharmacy Council (SAPC) and lawfully authorised to dispense. Depending on your clinical needs, this may include registered medicines or patient-specific compounded formulations prepared in accordance with South African regulations. The dispensing pharmacy arranges delivery directly to your address, utilizing temperature-controlled cold-chain couriers where required for temperature-sensitive medications.

No. PepUp does not set standard doses for prescription products. Prescribing, dosing, titration, and monitoring protocols are individualised by your treating doctor based on your clinical assessment and ongoing results, at the discretion of your doctor. Read our Medical Disclaimer.

No. Based on your program, we may recommend doctor-advised over-the-counter (OTC) wellness supplement bundles. You are free to adjust quantities, select individual items, or decline them entirely — recommendations are entirely optional. During follow-up consultations, your supplement recommendations may be reassessed alongside your clinical progress and goals, depending on your health needs.

Orders are dispatched directly to your nominated address. You will receive dispatch notifications and courier tracking updates. Please note that prescription medications are dispatched directly by the independent dispensing pharmacy, while PepUp Shop items are fulfilled separately.

Your personal and health information is processed strictly in accordance with South African data protection law (POPIA). Your clinical record is held securely with access restricted to your treating practitioner, authorised clinical and administrative staff, and essential care partners (such as your dispensing pharmacy or diagnostic laboratory) solely to facilitate your care. For more information, please read our Privacy Notice.

Your account dashboard allows you to review your care plan, view consultation history, manage appointment bookings, and securely access your health documents. Regular clinical follow-up check-ins ensure your treatment remains safe and effective. Depending on your metabolic profile and treatment plan, your doctor will advise when follow-up appointments and repeat blood tests are needed, and you will receive reminders when it is time to book.

If your doctor is unavailable, our partner medical practice arranges continuity of care with a credentialed doctor who can review your clinical history, subject to practitioner availability.