Frequently Asked Questions
General
What is Apna Clinic?
Apna Clinic is a dedicated healthcare application that serves you as a centralized digital healthcare hub, offering seamless access to diverse healthcare products and services.
Who provides the medicines on this app?
All medicines are provided by our licensed pharmacy partners. They are registered pharmacies and the official sellers of your order.
Does this app sell medicines directly?
No. This app only provides the technology that connects you with our licensed pharmacy partners.
Are the pharmacy partners trusted and licensed?
Yes. Every pharmacy partner is a licensed pharmacy, approved to sell and dispense medicines.
Where can I see the pharmacy's license details?
The pharmacy's Drug Sale License (DSL) name and number are clearly mentioned on your invoice.
Who is responsible for my order?
The licensed pharmacy partner that fulfills your order is legally responsible for dispensing your medicines.
Doctor Consultations
How do I book a doctor's appointment on Apna Clinic?
You can book an appointment for a doctor's consultation by clicking on the "Online Consultation" tab on the homepage. Then choose category, doctor, time, and confirm your booking — all within the app.
Can I choose the doctor I want to consult?
Yes. You can go through profiles of verified doctors, check their specialties, availability, consultation fees, and ratings before booking an appointment.
Will I receive confirmation after booking?
Yes. Once your appointment is confirmed, you will receive an "Appointment Confirmation" notification.
Pharmacy & Medicines
Can customers use health insurance to pay for medicines?
No, insurance payments are currently not accepted.
Does Apna Clinic offer discounts or promo codes for medicine purchases?
Yes. Up to 10% discount is offered on all medicine purchases.
Can a customer add notes or dosage instructions with the order?
Yes. You can include dosage instructions or any special notes in the description box while placing your order.
What if a customer requires medicine that is not available?
If the requested medicine is out of stock, our team will recommend a suitable alternative or substitute based on availability.
Does a customer get notified if a substitute medicine is being delivered?
Yes. Customer confirmation is always obtained before dispatching any substitute.
Can customers cancel the medicine order after placing it?
Yes, you can cancel your order if it has not been dispatched. Once the order is out for delivery, cancellations will not be possible.
Can a customer return or exchange medicines?
If no cancellation is requested at the time of order placement, the customer can only return the medicine at the time of delivery. Returns are not accepted after delivery.
What should a customer do if they receive the wrong medicine?
Contact the helpline at 0518773333 or WhatsApp +923008901188. We will arrange a replacement and collect the incorrect item within 24 hours.
Are cold-chain medicines (like insulin) delivered safely?
Yes. Cold-chain medicines are delivered with ice packs to maintain the required temperature.
How are expired medicines managed?
Expired medicines are identified through regular inventory checks and promptly removed to ensure safety and compliance.
Do you deliver medical devices like thermometers or glucometers?
No, Apna Clinic doesn't offer medical devices currently.
Is there pharmacist support available for queries?
Not in the app as of now.
Can a customer track the order in real-time?
No, real-time order tracking isn't available currently.
Lab Tests
How do I book a lab test through Apna Clinic?
Click on the "Book Your Lab Test" section on the homepage, choose a test or package, select date/time, and confirm your booking.
Do you offer home sample collection?
Yes. Apna Clinic offers convenient home sample collection through certified lab partners.
What types of lab tests are available?
The app offers a wide range of lab tests, including blood tests, urine tests, thyroid, sugar, cholesterol, and more.
Can a customer cancel or reschedule the lab test?
Yes. You may cancel or reschedule by contacting the relevant helpline.
What should I do if the technician doesn't arrive on time?
If there is a delay in home sample collection, please contact the helpline at (042) 38900939. The team will coordinate with the lab or help you reschedule.
Surgeries
What types of surgeries can be booked via Apna Clinic?
A wide range of surgeries can be booked including general, orthopedic, ENT, gynecological, urological, and more.
Can I compare surgery costs across different hospitals?
Yes. The app provides transparent and detailed surgery package options from various partner hospitals so you can make an informed decision.
What if my surgery is postponed or cancelled?
In case your surgery is postponed or cancelled due to any reason, you will be informed immediately and the relevant team will help you reschedule or explore alternatives.