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Absolutely. Our online assessments have been designed to ask all the necessary questions required for diagnosis. We’ve worked with specialists to create an assessment process that can provide sufficient information for the healthcare practitioner to determine whether or not you are eligible for a prescription and craft an appropriate treatment plan.

No. Felix provides a faster, hassle-free way for you to get a treatment plan for certain conditions, but our service does not replace your primary care provider. For matters that extend beyond obtaining a lifestyle treatment safely and easily, we encourage you to consult your primary health practitioner in person — whether for checkups, personal health concerns, or to inform them about your current treatments or treatment plans.

Call 911 or proceed to your nearest emergency room immediately. Felix is not intended for medical emergencies. Once the emergency has been addressed or resolved, contact your prescribing practitioner to inform them of your experience as this may impact your current treatment plan.

Felix is Canada’s first truly integrated healthcare platform. We provide on-demand treatment for everyday health needs like weight loss, mental health, sexual health, and more. Founded in 2019, our digital-first approach to healthcare includes everything from diagnosis to prescription — all accessible from the comfort of home.

Anyone who is 18 years or older (16 or older for acne and birth control prescriptions), and is located in Alberta, British Columbia, Manitoba, Newfoundland and Labrador, Nova Scotia, Prince Edward Island, Saskatchewan or Ontario. We cannot ship treatments outside of these provinces at this time.

Treatment coverage varies greatly between different insurance plans.

The good news is that if you are covered, Felix can bill your insurer directly, and then process your treatment plan at no additional cost to you. We recommend that you upload your private and/or provincial benefit card during the online visit so that our pharmacy partner can apply any coverage you are eligible for before processing your treatment plan.

Insurance coverage for treatment plans through Felix doesn’t include the cost of your visit.

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Go to Billing where you can add or update your insurance information on file.

You will find the official receipt for your medication costs within your package from the pharmacy. This receipt can be used to submit a manual claim directly to your insurance/benefits provider. Future refills will be direct-billed directly to your insurance provider, once you have uploaded your insurance information from the Billing tab of your account.

The coverage you are eligible for will not be deducted until the pharmacy processes your refill, so the price you see in your profile is the estimated maximum medication cost before benefits. Once the pharmacy ships your meds, the actual cost will be displayed for the respective refill.

OHIP+ covers some birth control for eligible residents of Ontario who are under 25 years old and do not have private insurance. You can check if your birth control medication is covered here. Make sure to upload your Ontario health card during your online visit so our pharmacy partners can apply your coverage directly.

Medication coverage varies greatly between different plans, provinces, and has specific criteria that determine eligibility. For private insurance, we recommend contacting your benefits administrator with your details and the Drug Identification Number (DIN) and the drug name to determine your coverage.

For more details on provincial health plan coverage see below:

Alberta: Learn more about AHCIP here. Search for covered drugs here.

British Columbia: Learn more about MSP here. Search for covered drugs here.

Manitoba: Learn more about MHSIP here. Search for covered drugs here.

Newfoundland and Labrador: Learn more about MCP here. Search for covered drugs here.

Nova Scotia: Learn more about MSI here. Search for covered drugs here.

Ontario: Learn more about OHIP+ here. Search for covered drugs here.

Prince Edward Island: Learn more about Health PEI here. Search for covered drugs here.

Saskatchewan: Learn more about Saskatchewan Health Coverage here. Search for covered drugs here.‍

A Felix online visit is considered asynchronous since it is conveniently completed through a secure chat bases system. Currently, asynchronous visits are not covered by insurance or provincial health plans so you will be charged a visit fee, depending on the category of treatment you are requesting.

Treatment coverage varies greatly between different plans, provinces, and has specific criteria that determine eligibility. For private insurance, we recommend contacting your benefits administrator with your details and the information associated with your treatment. 

For more details on provincial health plan coverage see below:

Alberta: Learn more about AHCIP here. Search for covered treatments here.

British Columbia: Learn more about MSP here. Search for covered treatments here.

Manitoba: Learn more about MHSIP here. Search for covered drugs here.

Newfoundland and Labrador: Learn more about MCP here. Search for covered treatments here.

Nova Scotia: Learn more about MSI here. Search for covered treatments here.

Ontario: Learn more about OHIP+ here. Search for covered treatments here.

Prince Edward Island: Learn more about Health PEI here. Search for covered treatments here.

Saskatchewan: Learn more about Saskatchewan Health Coverage here. Search for covered treatments here.

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Yes, but at the discretion of our medical team. Please submit your insurance request form here. If the healthcare practitioner agrees to complete the form, a $35 fee per insurance form will apply.

Read more here for full details about the Insurance Special Authorization Form process.

If you run into any issues, please reach out to our Patient Support team through the chat bubble in the bottom right corner of your account or our Contact Us page.

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No. A visit with a licensed healthcare practitioner is required for all treatments currently provided through Felix’s service. 

Please email our Customer Support team at [email protected] and they will be able to assist you with the transfer.

No. We use an asynchronous telemedicine model so you can complete your online visit in your own time and we save your progress so you can come back later to finish it.

If you are completing a visit in the mental health or weight loss categories, your healthcare practitioner may require a phone or video call to discuss your medical profile further during the assessment process.

Most assessments do not require a phone or video conversation. Once a prescriber has reviewed the info in your assessment they will respond to you via secure instant messages that you can access within your Felix account.  

If you are completing a visit in the mental health or weight loss categories, your healthcare practitioner may require a phone or video call to discuss your medical profile further during the assessment process.

After creating an account, you will complete a medical assessment for evaluation by one of the Felix healthcare practitioners. 

During your assessment, you will have the opportunity to send your practitioner questions via secure messaging.  

In most cases, practitioners will complete your assessment with secure messaging alone but sometimes they may determine you require an audio or video visit and/or further diagnostic testing to help determine the best treatment plan for you. 

If your practitioner has determined a prescription treatment is appropriate, they will approve your visit and write you a prescription. Our pharmacy will then ship your prescription to your home.

You’ll be able to message your healthcare practitioner if you have questions or want to make changes to your treatment at any time.

You can expect to receive a response from a healthcare practitioner within 24 hours of submission. If you’ve been waiting longer than this, please reach out to our Patient Support team through the chat bubble in the bottom right corner of your account or our Contact Us page.

Great, you’ve already taken the first step! Next, a healthcare practitioner will review your assessment and if necessary, will send you a link to book an online audio or video appointment with them. This appointment will help them determine the best treatment plan for you. If your healthcare practitioner thinks you will benefit from an available medication, they will write you a prescription. Our pharmacy can ship your medication to your home if you would like your medication dispensed through the Felix Pharmacy network.

Go to Billing, and you will be able to update the credit card information on file.

The cost of the checkup visit varies by category, but in many cases there is no charge, so long as you complete your checkup visit before your current prescription expires.

Felix charges a fee for the online visit. In most cases the fee is $40 but varies by treatment category. The visit fee includes a prescription valid for up to a year (depending on the condition) and on-going support from the healthcare practitioner or pharmacist.

It depends. Treatment costs vary but will be in line with what you would pay at a pharmacy in person. You will see the estimated cost of your treatment before insurance, during the online visit but will only be billed for medication costs for your prescription once it is approved and sent to our pharmacy. Once approved, your treatment and payment will be processed within one to two days.

Keep in mind that you won’t necessarily need to pay the full price yourself. If you have insurance, Felix’s partner pharmacies will bill your insurer directly. You may also be eligible for financial support in your province.

We accept all major credit cards for any aspect of your treatment not covered by insurance or other financial support

While it is illegal in Canada to display market pricing for prescription medication, you will be able to see the estimated cost of medication during the online visit. The price shown is an estimation and will vary if the healthcare practitioner prescribes you a different medication, or if you have insurance or benefits coverage. All estimated prices shown during the online visit include the pharmacy fill fee based on the refill schedule of your choice.

Yes, the visit fee is charged when you submit your visit and is generally refunded if the visit is denied by your healthcare practitioner.
Exceptions apply: Weight Loss visit fees are refunded only if you are deemed clinically ineligible. Visit fees for Diagnostic categories (Metabolic Health, STIs) and Menopause are non-refundable. For these complex health categories, the visit fee covers the practitioner’s time to review your medical assessment, issuing a lab requisition, reviewing your lab results with you, and making a diagnosis if applicable.

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Absolutely. If you would prefer to pick up your medication from a community pharmacy of your choice instead of using free shipping through the Felix network, simply choose the “Pickup at external pharmacy” option on the checkout page of the online visit.

If you would like to transfer an existing prescription to your community pharmacy, please reach out to our Patient Support team through the chat bubble in the bottom right corner of your account or our Contact Us page, so we can provide the correct, pharmacy specific, transfer out instructions.

Note: We cannot guarantee the prices of pharmacies outside our network.

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Changing medication does legally require a new prescription as the healthcare practitioner will need to both cancel the existing prescription as well as review a health assessment of yours in the context of this different drug.
Go to Treatments, click “View details” on your prescription, and use the “Change my treatment plan” feature to submit a free follow-up visit and request a medication change with your healthcare practitioner.

Prescriptions written by Felix healthcare practitioners will last up to 12 months from the date of issue. Generally, your Felix prescription will contain refills for the prescribed medication. However, the amount of medication and the number of refills prescribed will ultimately be decided by the practitioner who reviews your online visit.

At this time we are not accepting external patient transfers into the Felix Pharmacy network due to capacity restrictions. We hope to have the capacity to accept your transfer soon.

If your visit is still pending, we recommend you reach out to the prescribing healthcare practitioner directly as they can recommend a similar drug that isn’t backordered. If you have already been approved for a prescription for a backordered drug, a new prescription would be required to change medication.  Please reach out to our Patient Support team through the chat bubble in the bottom right corner of your account or our Contact Us page and we’ll look into it.

Every pharmacy charges a dispensing fee for filling prescriptions. Think of it as a service fee for knowledge and service provided by the pharmacist. If you get your medication through Felix, our pharmacy is still required to charge a fill fee and that fee is included in the price of medication that we display. A $12.00 fill fee is charged for each drug, every time you get a refill.

We are planning to offer prescriptions for a variety of other everyday ailments. If you want to know when they become available, sign up for our mailing list by creating an account.

For more information about Felix’s accessibility program, available accommodations, or to provide feedback, please email [email protected].

We will do everything possible to provide appropriate alternatives to receive customer support, based on individual needs. If you require accommodation, requests can be made to [email protected].

Felix has implemented a number of accommodations available to our current and potential employees. Policies are regularly reviewed and employees are notified of any changes made so questions and concerns can be promptly addressed. An accessibility portal can be easily accessed by all employees where all relevant procedures, policies, and guidelines are posted. 

We will do everything possible to provide appropriate options for information and communication to people with disabilities, based on individual needs. If an alternative format of communication is required, requests can be made to [email protected]. 

The Accessibility Program is based on the following principles:

• Inclusion
• Adaptability
• Diversity
• Collaboration
• Self-determination
• Universal design

Felix has created a multi-year accessibility plan to address current barriers that have been identified, and to support proactive efforts to avoid and/or minimize new barriers. The full plan can be found here. 

All Felix Health employees receive accessibility training during the onboarding process and at regular intervals throughout employment. The training includes, but is not limited to, the following topics: 

• For Ontario employees, the purposes of the Accessibility for Ontarians with Disabilities Act (“AODA”)
• For British Columbia employees, the purposes of the Accessible British Columbia Act (“ABCA”)
• Information about different types of disabilities and how individual needs vary
• How feedback and accommodation requests should be responded to
• The importance of inclusion, validation, and collaboration when addressing or assisting persons with disabilities

The Felix Health’s Accessibility Program (the “Program”) aims to support individuals of all abilities who wish to access our platform and/or join our team. Making Felix’s content and services accessible aligns with our mission to close the gaps of Canada’s healthcare system by serving as many people as possible. Our full Accessibility Policy statement can be found here.