Frequently Asked Questions

About Hairmop

What is Hairmop?
Hairmop is the first specialised online service where you can get medically proven prescription medication for hair loss, all from the comfort of your own home. To participate in this service, users are required to complete a short medical questionnaire assessment. If a Hairmop doctor approves your questionnaire assessment, they will write a prescription and our pharmacy partner will dispense your medication to your doorstep. If our doctors form the view that our hair loss treatments are unsuitable for your use, a full refund will be issued to you. In some cases, our doctors may need to contact you to request further information about your medical history. All of our products are dispensed to users on a quarterly subscription basis.
What can Hairmop do for me?
We offer our customers convenience and discretion by removing the hassle and embarrassment out of pharmacy visits and doctor appointments. Our subscription packages are affordable and can be cancelled at anytime. No long-term commitment is required. We also compound all of our medication meaning we can offer you a product that is tailored to your individual needs.
Is Hairmop legal?
Hairmop is in full compliance with Australian law and codes of practice, including the "Medical Board of Australia guidelines - Technology-based patient consultations", which sets out the basis on which doctors may legally provide online medical consultations.
Where is Hairmop based?
We are based in the sunny shores of Bondi Beach. Our pharmacy partner, Dukasa Compounding, is located in Armadale, Melbourne. Fortunately, due to the online nature of our business, our services are offered Australia wide.
Who can use the Hairmop service?
You must be over the age of 18 and located in Australia to use the Hairmop service. You can register as a patient, access your patient record, answer online questionnaires, place orders and make payment online 24 hours a day, seven days per week. Generally, you will receive a response from us within one working day.
Why do you use a subscription model?
We aim to take the hassle and embarrassment out of having to constantly visit your doctor and pharmacy to renew your medical prescriptions. We automatically restock your medication when it runs out so that you don't have to worry about remembering that you are low on supplies. Most importantly, our subscription model gives you full control over your medication intake by offering flexible and affordable packages.
Can I cancel any time?
You may cancel your subscription at any time, provided that cancellation occurs at least 5 days before the next billing date or subsequent subscription period.
Can I use this service when I am overseas?
Unfortunately, you are required to be within Australia at all times while accessing and/or using our website and services.
Can I use this service from my Iphone and Ipad?
Yes, Hairmop can be used from most mobiles and tablets, including iPhones and iPads.
How can I contact Hairmop?
Our friendly customer service team can be contacted between 8:00am - 6:00pm, 7 days a week, on 1300 484 483. Alternatively, feel free to contact us at any time by email at info@hairmop.com. Generally, you will receive a response from us within one working day.
What is our Hair Regrowth Visual Matrix?
Our Hair Regrowth Visual Matrix looks at clinical studies to tell you what effects certain hair loss medication has on your hair, and how strong these effects are.

Level of evidence:
5 Stars: Robust research conducted with repeated double-blind clinical trials.
4 Stars: Multiple studies where at least two are double-blind and placebo controlled.
3 Stars: Single double-blind study or multiple cohort studies.
2 Stars: Uncontrolled or observational studies only.
1 Star: Animal and in vitro studies.

Outcome: The effect of the medication - hair regrowth, hair loss prevention or both.

Magnitude of effect: The size of the medication's impact on hair growth and/or hair loss prevention - strong, notable or minor.

Research result consistency: Scientific research does not always agree. HIGH or VERY HIGH means that most scientific research agrees.

Form of treatment: The form in which the medication is presented - capsules or solution.

Payments, Costs and Refunds

What type of payments do you accept?
Payment methods currently available include Visa, Mastercard and AMEX.
Is my credit card information secure with Hairmop?
Yes, we use a third party financial transaction provider to process your credit card transactions and store your card information securely.
What are the costs?
We offer a range of subscription packages to suit your budget and needs. Our subscription packages range from $1.5 per day to $3.5 per day, which price includes the cost of postage, medication and doctor consultation fees. We are fully transparent with our pricing. We do not have any hidden costs. We offer you absolute flexibility by allowing you to upgrade, downgrade or cancel your subscriptions at any time.
When am I charged?
You will be charged the subscription price via your relevant payment method at the time a checkout is completed. All subsequent billing dates will occur on a 3-monthly basis thereafter, unless cancelled at least 5 days before the next billing date or subsequent subscription period.
What are my billing cycles?
Medication will automatically be dispensed to you on a 3-monthly subscription basis unless cancelled at least 5 days before the next billing date or subsequent subscription period. Accordingly, you will be charged quarterly. Your first billing date will occur at checkout when you complete your medical consultation and select your subscription package for the very first time. All subsequent billing dates will occur on a 3-monthly basis thereafter.
Can I return an Item?
Unfortunately, there are no returns of products that have been dispatched due to safety concerns. Once the product has left the pharmacy, the storage conditions of the product cannot be guaranteed and also it is possible the product could be tampered with.
Can I get a refund?
We will only provide you with a refund on your pending order if a Hairmop doctor reviews your online questionnaire and determines that our products are not suitable for your use, our money back guarantee applies, an item you have ordered is out of stock or a product or pricing error is identified. Unfortunately, we cannot offer you a refund in any other circumstances because once the product has left the pharmacy, the storage conditions of the product cannot be guaranteed and also it is possible the product could be tampered with. Refunds, if applicable, will only be made using the online payment gateway to the card originally used for payment.

Compounding, Prescriptions and Medications

How does Hairmop select the medication offered?
Our doctors strive to stay ahead of the scientific research that is constantly evolving and select all medication based on new clinical trials that are advancing the cause of Hair. Due to Australian legal requirements, we are prohibited from advertising compounded prescription medication and their pricing to the general public. If you would like specific information about Hairmop's available hair loss treatment options, please begin an online medical questionnaire. We are open minded at Hairmop. If there is a hair loss product you are curious about feel free to ask us what we think.
Why do you compound the hair loss medication?
Compounding offers a more suitable and personalised alternative to the one-size-fits-all nature of mass-produced medications.
Is the prescription included in the subscription price?
Yes, our subscription price includes the cost of postage, medication and doctor consultation fees. We pride ourselves on our pricing transparency. There are no hidden fees.
Does an Australian doctor write my prescription?
Yes, in Australia all prescriptions must be written by an Australian registered medical practitioner. All of our doctors are fully registered under the Health Practitioner Regulation National Law.
Who is your Australian pharmacy partner?
Our pharmacy partner is an Australian registered pharmacy, overseen by the Victorian Pharmacy Authority. Dukasa Compounding is owned by Aspasia Dukas (B Pharm, Pharmacist Registration Number PHA0001669579) and operated by Australian registered pharmacists.
How does the doctor's consultation work?
Our doctors use online questionnaires to commence an assessment of your suitability for our hair loss treatments. The questionnaire addresses many of the same issues your regular general practitioner would consider. Based on your answers to the questionnaire, the doctor will consider your situation and safely prescribe medication if appropriate. The doctor may contact you for further information if needed.
Are online consultations legal?
Online medical consultations are entirely legal. They reduce the health cost burden to the country and facilitate access to health in more remote, rural areas. That's why you will notice that more and more medical consultations are transitioning online in Australia each year. The legal requirements governing online medical consultations are set out in the "Medical Board of Australia guidelines - Technology-based patient consultations".
How can I keep track of my subscription?
You can track your subscription and next scheduled delivery date and manage your subscription packages at any time on your online personal portal once you register and create an account.

Account and Privacy

Is my personal information safe?
We are committed to ensuring that your information is secure. Hairmop is hosted in Australia. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. Hairmop stores data online and uses Secure Sockets Layer to provide users secure and private access. No customer information or health record is stored outside of Australia. For further information relating to our handling of your personal information, please view our privacy policy by clicking here.
Is my order confidential?
Yes, at Hairmop we understand the need for privacy. All information collected by Hairmop is strictly confidential, and only used to process your order with Dukasa Compounding, our pharmacy partner. All Hairmop staff are legally bound by conditions of employment to the confidentiality of your order and personal details.

Shipping and Delivery

Are the delivery costs included in my subscription?
Yes, our subscription pricing includes the cost of postage, medication and doctor consultation fees. For your convenience, all orders are sent via Australia Post Express Delivery. After the doctor has written your prescription, our pharmacy partner will dispense your medicine. You can track your shipping on your online personal portal after you have registered and created an account.
How long does it take for the products to be delivered?
If your questionnaire does not require further doctor/patient interaction, your medication will be dispatched within two to five business days into the Australia Post Express Network. The delivery standards for Australia Post vary depending on your exact location. For delivery times between specific points, please confirm at Australia Post Express National Network. All parcels will be delivered to the provided address and will require a signature on receipt. It is recommended to provide a work address for delivery if no one is home during business hours. Due to security issues, the parcel cannot be left unattended. Where no one is home to sign for the parcel, a card will be left detailing the nearest Australia Post outlet where the parcel can be collected during normal business hours.
What type of packaging do I receive from Hairmop?
All packaging from Hairmop is plain and does not have any information about your order. It will indicate the sender by way of our abbreviated "HM" logo, but it will not say anything about what is inside the box. This is to ensure that your medication is delivered to you with absolute discretion.