mWell

FREQUENTLY ASKED QUESTIONS

Want to know more about the mWell PH app features?

l. GENERAL FAQ
  1. What is mWell PH?
  2. mWell PH empowers health seekers to take their health in their hands through an integrated health and wellness platform. The platform provides services to help users improve their lifestyle, access doctors and experts, and get affordable health solutions.

  3. What are the product features of mWell PH?
  4. mWell is designed to empower you to take control of your health and wellness so you feel better and live better every day. We provide the following:
    1. 24/7 Telemedicine solutions: Connect with licensed doctors through online consultations
    2. COVID-19 support: self-assessment, test kit appointment and monitoring of results
    3. Holistic approach to total health and wellness: healthy recipes, fitness programs and lifestyle articles
    4. Comprehensive pregnancy guide: Pregnancy checklist, prenatal fitness programs, and budget planning for delivery
    5. Easily purchase essential over-the-counter and prescription medicines at our e-Pharmacy
    6. Shop for helpful health and wellness products
    We continue to develop other features in order to provide you with the healthcare solutions you need.

  5. Who can create an account?
  6. Anyone who is 18 years old and above can create an account.

  7. How do I set-up an account?
  8. To set up an account:
    1. Download the mWell PH app through Google Play Store (for Android users) or on the Apple Store (for iOS users).
    2. Register with your email address, or log in directly with your Facebook ID, Google ID or Apple ID
    3. Enter your Full Name, Birthdate, and Gender
    You can complete the rest of your Personal, Medical, and Lifestyle profile by going to the Profile tab and selecting Edit Profile.

  9. How can I retrieve my account if I forget my email address?
  10. Unfortunately, we cannot recover your email address for you. We are working on adding a self-service email recovery feature.

  11. How can I retrieve my account if I forget my password?
  12. Go to the email login screen and click “Forgot Password”. Enter your email address and we will send you a link to reset your password.

  13. I have questions about the app. Who should I get in touch with?
  14. You can contact us at support@mwell.com.ph for any inquiries.

  15. Where can I view your Terms and Conditions?
  16. You can access our Terms and Conditions by clicking on Terms and Conditions.

  17. Where can I view your Data Privacy Policy?
  18. You can access our Data Privacy Policy by clicking on Privacy Policy.

  19. How can I delete or deactivate my account?
  20. To delete or deactivate your account, contact us at support@mwell.com.ph. Note that account details can no longer be restored once your account is deleted.

ll. TELEMEDICINE FAQ
  1. Who handles the online consultations?
  2. Medical consultations are performed by licensed doctors from a range of specializations. You can check their credentials by clicking the “Doctors” icon on the Home tab of the mWell PH app. You can also view a doctor’s profile when scheduling a Telemedicine consultation.

  3. How do I schedule an online consultation?
    1. Click on the “Telemedicine” icon on the “Home” tab
    2. Use the “Filter by Hospital” or the “Filter by Specialization” option
    3. Select your preferred doctor and timeslot for the consultation
    4. Type in your personal information, the reason for the consultation, and your HMO details
    5. Confirm your appointment by entering your payment details and clicking on “Pay Now”
    6. Once the payment process is done, you will receive a confirmation email for your consultation
  4. How do I start my online consultation?
    1. Click on the “Telemedicine” icon on the “Home” tab
    2. You can see your upcoming appointments on the Telemedicine homepage. You can also view all appointments by clicking the “Record” button on the upper right corner
    3. Click “Join” to start your online consultation
  5. How do I get a follow-up consultation with the same doctor?
  6. To check the name of the doctor you previously consulted with:
    1. Click on the “Telemedicine" icon on the “Home” tab
    2. Click the “Record” button at the upper right corner to view all appointments
    3. Select the “Completed” tab to view your completed appointments
    To schedule a follow-up consultation with the same doctor:
    1. Click on the “Telemedicine" icon on the “Home” tab
    2. Type the name of your preferred doctor in the search bar at the top of the Telemedicine homepage
    3. Select your preferred doctor and timeslot for the follow-up consultation
    4. Indicate that the new appointment is a follow-up consultation on the “What are the reasons for the visit?” section
  7. How do I pay for the consultation?
  8. We accept payments via Credit Card or PayMaya. The app also conveniently and securely saves available payment methods. When booking an online consultation, you can click on the default payment method on the lower left of the screen to add or choose a different payment method.

  9. Can my senior citizen discount, persons with disability discount or HMO coverage be applied to the online consultation?
  10. We are currently working to integrate these features into our app.

  11. How do I get a medical certificate, referral letter, e-Prescription and/or e-Laboratory request?
  12. The app takes note of your activity after each online consultation. To access your consultation records:
    1. Click on the “Telemedicine” icon on the “Home” tab
    2. Click the “Record” button at the upper right corner and select the “Completed“ tab to view your completed appointments
    3. Select the appointment to view the summary of your consultation, your e-Prescriptions, your e-Laboratory requests, and any advice from your doctor
  13. Can I use the online consultation for emergency cases?
  14. No, the use of our service or application is not intended to solve emergency health cases. If you think you have a medical or mental health concern, call a doctor or visit your nearest health provider immediately.

  15. Can I use the online consultation as an alternative for in-person examinations or diagnostic procedures?
  16. No, you need to personally visit a clinic or a hospital for consultations that require examinations or diagnostic procedures that can only be performed by an in-person physician.

  17. Can I reschedule or cancel my appointments?
  18. Yes, you can reschedule or cancel your appointment without penalties six (6) hours before your online consultation. To reschedule your appointment:
    1. Click on the Telemedicine icon on the Home tab
    2. You can see your upcoming appointments on the Telemedicine homepage. You can also view all appointments by clicking the Record button at the upper right corner
    3. Click Reschedule and select a new date and time
    To cancel your appointment:
    1. Click on the Telemedicine icon on the Home tab
    2. You can see your upcoming appointments on the Telemedicine homepage; you can also view all appointments by clicking the Record button at the upper right corner
    3. Click Cancel and provide the reason for cancellation
  19. Can I get a refund for my online consultation?
    1. You are entitled to a refund if you meet any of the following circumstances
    2. You cancelled your booking at least six (6) hours before the scheduled appointment
    3. The healthcare provider cancelled the appointment
    4. The healthcare provider failed to show up for the scheduled appointment
    5. You are dissatisfied with any service-related matter
    6. You were advised that your case warrants immediate medical attention
    To complete your refund, contact us at support@mwell.com.ph, provide your account details and the details of your online consultation. Our team will investigate the matter and we will notify you of the results via email.
lll. E-COMMERCE FAQ
  1. How do I purchase a product?
    1. Click on the “Shop” tab to go to the e-commerce section
    2. Browse through the different health and wellness categories or use the search bar to find a specific product
    3. Click “Add to Cart” to continue shopping, when you’re ready, click on the cart icon at the upper right and click “Check out”
    4. You can also click on “Buy Now” instead of “Add to Cart” to go directly to your cart
    5. Select your Shipping Address then click “Place Order”
  2. Who do I contact if I have any product inquiries?
  3. You can contact us at mwellshop@mwell.com.ph for any inquiries related to our e-commerce platform. For general inquiries, contact us at support@mwell.com.ph.

  4. How do I check the status of my order?
    1. Click on the “Profile” tab and select “My Order”
    2. Click on the “Shopping orders” tab to view your orders
  5. How do I pay for my order?
  6. We accept payments via Credit Card or PayPal. You can also use your reward points to pay for your consultation. The app conveniently and securely saves available payment methods to save you time in the future.
    To use rewards points:
    1. On the checkout page you will see how many reward points you have on the “Summary” section
    2. Use the slider to select the points you want to spend
    3. You will see how much money you can save and the total amount to pay will be decreased by using the selected points
    4. The selected points will be deducted from the total amount of points
    5. Click on “Place Order” to finish the transaction.
  7. When will my credit card be charged?
  8. Credit card charges will immediately apply upon order confirmation. For cancelled orders, credit card payments for refunded orders will be credited through mWell points within 2-3 business days. You can also request for a full credit refund which will be processed within 30 days depending on the bank.

  9. Can I cancel my order?
  10. Yes, email us immediately at mwellshop@mwell.com.ph to cancel your order and we will make the necessary adjustments. Note that orders that have been confirmed by our Merchants can no longer be cancelled

  11. Can I return/ exchange or refund a product?
  12. Yes, you can return/ exchange items within 7 days of receipt provided that:
    1. Product is expired, defective or damaged upon delivery
    2. Product has not been used or opened (with all tags/inclusions)
    3. Product does not match the product description in the app
    4. Product delivered is different from what was ordered
    5. Defective items that are part of a set must be returned as a whole set.
    6. Sales invoice must be included upon return.
    Contact us at mwellshop@mwell.com.ph to request for an exchange/ return with the following details along with photos of the product for exchange/ return
    1. Order number
    2. Product name
    3. Size/ Volume
    4. Date received
    5. Description of damaged product(expired, spilled, broken seal, etc.)
    Note that the refund option will only be available if the Merchant does not have an available product for exchange.

  13. Can I return/ exchange or refund all items?
  14. No, the following items cannot be returned are as follows:
    1. Items on sale
    2. Beauty products due to hygiene reasons
    3. Undergarments due to hygiene reasons
    If the item is no longer covered by the warranty, we can direct you to the service center.

  15. Can I get a credit/ debit refund instead of points refund?
  16. For your convenience, approved refunds are credited to your account through mWell PH points within 3 business days. For items paid with credit or debit, you can request for a credit or debit refund by contacting us at mwellshop@mwell.com.ph. Refund will be credited within 30-days depending on bank processing time.

  17. How long will it take before I receive my order?
  18. Your package will be delivered within 2-3 business days if within Metro Manila or 5-7 business days for deliveries outside of Metro Manila.

  19. What if I need to make changes in my order?
  20. Confirmed orders can no longer be edited. In case you need to make changes, contact us at mwellshop@mwell.com.ph. and will do our best to assist you.

  21. Do you have any online promotions?
  22. Check out www.mwell.com.ph to know more about our upcoming promotions!
lV. OTHER FAQ
  1. What if an mWell PH patient reaches out directly to Medicard?
  2. Please redirect mWell patients to our official support channel at support@mwell.com.ph

  3. What if I have other questions?
  4. You can reach us at support@mwell.com.ph.