Frequently Asked Questions

  1. What is Aegle ?
  2. Aegle is a market-leading health technology company offering doctor consultations online, 24 hours a day, 365 days a year. We provide virtual healthcare services that combine clinical excellence with streamlined, efficient, and specially designed telemedicine pathways.


  3. How much is the service?
  4. All features on Aegle are free. You only pay when you book a consultation.


  5. How soon can I get an appointment after booking?
  6. Aegle doctors are available 24/7 and you can get an appointment as soon as 30minutes from the time you booked.


  7. Are Aegle doctor licenced?
  8. All Aegle doctors are licensed, with years of experience and they continue to meet exceptional standards of clinical practice and patient care.


  9. How long will my appointment last?
  10. Appointments last an average of 10 minutes, and if the doctor can’t help you within that time frame, the appointment time will be extended, or you will be asked to book another slot.


  11. Does Aegle work on all devices?
  12. Aegle works across all platforms. You can speak to a doctor on your mobile phone by downloading the app on App Store and Google Play Store. You can also book an appointment on the website. You also need to have a good internet signal to during a consultation.


  13. If I am not satisfied with the service, how do I make a complaint?
  14. To make a formal complaint, you can contact our customer service team by emailing us at [email protected]. You should state clearly that you are making a complaint, what the nature of your complaint is and provide as much information as possible. We'll get back to you within 14 working days, and often sooner than this.

    Aegle acknowledges all complaints no later than the 2 working days after the complaint is received.

  1. On your phone
    • Open Aegle App
    • Click on “Talk to a doctor” button on the app home screen. Alternatively, you can navigate to the “Care” , and menu, and select"Talk to a doctor"
    • Click on“Tap here to book an appointment”
    • Click on “Appointment for” and select your name or click “Add family member” if you want to book an appointment for a child or family member less than 16years.
    • Under “Consultant type”, choose if you want to talk to a Doctor, Therapist or Specialist.
    • Under “Appointment time”, select the Date and Time you want your appointment to hold.
    • Under “Appointment type”, select “Online”
    • Under “Add note”, add a medical note or reason why you are booking the consultation.
    • Click on “BOOK NOW”
    • You will get an in-app confirmation when a doctor accepts your booking.
    • You will also get a notification reminder before the appointment starts, when a doctor adds a medical note, prescription or referral note to your account.

  2. On your computer

  3. After your appointment has been confirmed
    • You will get a call from a doctor when your appointment time is due.
    • You need to be logged in the app to receive the call. If you didn’t receive a call, please contact our support team for assistance.

  4. For video, audio and chat appointments
    • You will get an incoming video or audio call from a doctor.
    • If it’s a chat appointment, the doctor will send a message
    • If you have a bad video connection, the doctor will try calling you on audio call or on your registered phone number.

  5. Other things to note
    • Make sure notifications are turned on, as you will always receive a push notification reminding you about your appointment minutes before it is due to start.
    • You will need have a good internet connection during the consultation.

  6. 6. Preparing for your appointment
    • The doctor will call you to start the appointment. Please give them a few minutes for them to call. If you have a bad connection, they will try to reach you on your registered phone number or reschedule the appointment.
    • Go somewhere quiet where you feel the most comfortable discussing your health challenges. This could be at home or workplace, just as long as you won’t be disturbed.
    • Try to avoid being in public place or on a bus or engaging in other activities during the appointment
    • The doctor might ask you to move if there's a lot of background noise.
    • If the doctor thinks it’s inappropriate or unsafe to proceed with the consultation, they will reschedule the appointment.

1. Is my data shared with third parties?

Aegle will never share your data with anyone unless you explicitly tell us to do so. You can review our Privacy Policy

2. If I choose to contact Aegle is the information in my message secure?

If for any reason you would like to contact us, we recommend you use the contact us form on our website. It is a secure, encrypted channel. Important to note: if you do not use the contact form and instead choose to write to one of our email addresses, such as [email protected] , it’s advisable not to include any confidential information.

Contact Us

We are always happy to answer any questions, feel free to contact us today.

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