FAQs

How it works Orders / Treatment Plans Transparency Payments & Refunds Shipping Telehealth

How it works

Am I locked into accepting what the practitioner recommends me

Not at all. You can request a review by contacting our medical team at [email protected].

What happens if I am approved by my practitioner?

You will receive a secure link to your treatment plan, where you can review it and purchase. Here, you can review the questions and answer when it suits you. This is a secure platform.

How quickly can I speak to a practitioner?

You'll hear back from a practitioner within 24 hours, but often sooner.

Our practitioner's like to work on Pilot in their time when they're not seeing patients in their clinics, so that can be early morning or late at night.

What treatments are available through Pilot?

Australian law prevents us from naming specific treatments until a practitioner has had an online consultation with you. This is done to make sure a qualified professional discusses all the options available before you make your decision.

If you have any questions about your treatment options feel free to ask the practitioner assigned to you within Pilot. That’s what they’re there for!

How much does it cost?

After completing the on-site questionnaire it costs up to $20 to connect with a practitioner who will review your responses.

From there, the practitioner will answer any follow-up questions you might have and help you sort out a treatment plan.

Erectile dysfunction treatment starts at $1.50–$2.40 per day, depending on the plan.

Hair loss treatment is less than $1 a day to get started.

Our weight management solution starts at $15 per day.

Premature ejaculation treatment starts at around $1.63 per day.

Our sleep treatment comes at less than $1 per night.

Pricing is based on 2 or 3-monthly billing, calculated using an average 28-day month.

Am I guaranteed a treatment plan?

No – if the practitioner decides you're not suitable, a treatment plan will not be created for you.

Just like your family GP, we uphold the highest of Australian medical standards.

Can I claim on Medicare?

Unfortunately, Medicare benefits are not claimable for any treatment program that Pilot provides. There is not yet widespread support for telehealth platforms through Medicare.

For psychology consultations through our mental health partners, Medicare benefit may be available in some circumstances. If you would like to enquire with our mental health partners, email us at [email protected].

Do I speak to a real practitioner?

Yes. After filling out your consult a practitioner will determine whether Pilot is the right fit for you. If it is, you will then be able to chat to a real practitioner, assigned to you, and go over treatment plans.

How do I place an order?

Before your order can be placed, you will need to go through an online assessment form and your form needs to be reviewed by a practitioner, who can then create a treatment plan.

To begin this process, start an online assessment by selecting your problem from the navigation menu.

What is Pilot?

Pilot is a telehealth platform that connects users with Australian practitioners. We provide an easy-to-use interface for users to chat to practitioners, and get the treatment they need.

You can read more about Pilot here.

Orders / Treatment Plans

Where can I learn more about side effect risks?

After your practitioner consultation, you will be informed of the potential risks of your treatment plan before you purchase.

After you purchase, this information is available via your profile page, and you will receive a hard-copy information booklet in the shipment.

What should I do if I am experiencing a side effect?

If you believe you have a medical emergency please contact local emergency services (if in Australia please dial 000).

If you believe you are experiencing a side effect, please stop using the treatment and contact your GP. Please also contact our customer support team at [email protected]. We will notify the partner practitioner who has issued the treatment and they will also be able to recommend an appropriate course of action.

What if I want to delay my next order?

You can delay your next order via your profile.

What if I need to pause or cancel my treatment plan?

You can pause at any time via your profile. This places it on hold and you will not be charged. Pilot has no lock-in contracts.

Can I change my treatment plan?

That's up to your practitioner. Please contact us at [email protected] and we will pass on the question to the practitioner who originally provided your consultation.

What can I do if the results aren't what I expected?

Contact us at [email protected] - follow-ups are free and we’d be more than happy to put you back in touch with your practitioner to discuss alternatives.

Transparency

Where are the practitioners based?

Our practitioners work remotely and are located all over Australia. We do not use offshore-based or overseas doctors.

Why can't you guys mention any treatment names?

What happens to my data?

At Pilot we take our data security very seriously. All of your data is 256 bit SSL/TLS encrypted. Access to your medical records are encrypted with the industry standard AES-256 encryption algorithm to protect your data at all times. You can read more about this in our privacy policy.

Only practitioners and our authorised staff will have access to view your medical records. Data can be stored on third party servers, but it’s always encrypted.

What problem does Pilot solve?

Pilot was made because we realise how hard it can be for Aussie men to get to the doctor.

Stigma, embarrassment, lack of doctors in your area, or just not having enough time: visiting your local GP can be frustrating.

With Pilot, you can connect online with real, registered practitioners across Australia, get assessed, and discuss whatever health issues you might have.

You can read more about Pilot here.

Payments & Refunds

What charges on my bank statement can I expect?

The charge on your bank statement will appear as "Pilot Technologies".

What payment methods are accepted?

We support all Visa, MasterCard and Amex cards. Our transactions are powered by Stripe.

Is Pilot a subscription service?

We do have automatic billing and shipping schedules by-default, but you can pause or cancel your plan at any time.

Shipping

How can I change my shipping address?

You can update your shipping details from your profile page.

What can I expect the packaging to look like?

Our packaging is super discreet and simple. Treatment is sent in a plain post bag with the sender information as small as possible. That sender information will appear as "Pilot Technologies"

Can I track my order?

Yep – we ship with Australia Post, and you'll get a link with your tracking number the second your order ships.

If your order is being sent with Home Deliveries Services, our refrigerated delivery service, you'll receive an SMS with your tracking link before your delivery

How long does it take?

Weight treatment
Your order will take around 2–3 business days to be prepared.
Shipping Times: Orders can take up to 10 business days to be delivered to you. More specific shipping timeframes can be found on our Help Centre.

Other treatment
Your order will take around 2–3 business days to be prepared.
Shipping Timeframes: Your order will be delivered with AusPost, check the tracking link for shipping times and download the Auspost App.

If you do not receive a confirmation SMS, you can reach out to our Patient Support Team, who will be able to provide this for you.

What does Pilot charge for shipping?

Shipping? It’s the 21st century, so shipping is free Australia wide.

Telehealth

What health issues can Pilot help with?

Currently, Pilot can connect you with a practitioner for treatment for weight loss, erectile dysfunction, premature ejaculation, hair loss, and sleep.

Pilot has also partnered with TIACS, a free Australian mental health service, that helps connect people with qualified Australian counsellors.

Is telehealth legal in Australia?

Yes, telehealth is legal in Australia, and is changing healthcare for the better.

Pilot is an Australian technology platform that connects you to practitioners via telehealth.

You know all those forms that you fill out when you get to the GP? And all those questions that a doctor asks you when you sit down? All of them are now done online, at a time that suits you, and then passed to a practitioner for assessment.