Frequently Asked Questions (FAQ)

Use our Therapy Finder Wizard: Describe your symptoms or choose a health goal (e.g., improve sleep, reduce stress), and Naturex will find the right practitioner for you — based on specialty, availability, language and reviews. Alternatively, you can filter directly in the practitioner overview by specialty, location and language.

Select a practitioner and click 'Book appointment'. You'll see available time slots in real-time and can choose a suitable appointment — as video, phone or in-person consultation. You'll receive a confirmation email with the option to export the appointment to your calendar.

Video consultations take place directly in your browser — no app installation needed. The connection is end-to-end encrypted (WebRTC P2P). During the consultation, you can chat, upload files and photos, and switch cameras (e.g., to show skin conditions or medications). 2 minutes before the consultation, an automatic device check is performed (camera, microphone, connection).

Naturex monitors connection quality in real-time (bitrate, latency, packet loss). If the connection fails or quality drops below a threshold (e.g., consultation under 3 minutes), a refund is automatically offered. You can also manually request a refund — the support process is fully digital.

When booking, your card is authorized but not charged. Payment is only released after the consultation is completed. If cancelled within the cancellation period (default 24 hours), the hold is released. Each practitioner can set their own no-show fee. Payment via Payrexx — TWINT, credit card, PostFinance and more.

Tarif 590 is the billing tariff for complementary medicine in Switzerland. Practitioners with a ZSR number can create invoices directly in Tarif 590 format — including Swiss QR bill. The invoice can be submitted via supplementary insurance. Please check with your insurer which therapy types are covered.

Every practitioner goes through a multi-step verification process: GLN number (Global Location Number) and ZSR number are checked via official registries. Additionally, a KYC identity check with document upload is performed. Only after successful verification is the profile publicly visible with a verification badge.

Practitioners can route digital prescriptions directly to connected pharmacies and drogeries via the platform. As a patient, you choose your preferred pharmacy. The pharmacy receives the prescription in their dashboard and prepares the order — delivery or pickup. For medical cannabis, THC/CBD content and lab results are included.

After every consultation, you're asked for feedback — not just stars, but structured: Technical quality (video, audio, connection with emoji rating), treatment experience (Did you feel heard? Was the advice clear? Would you book again?) and optional comments. Problem tags (e.g., 'Lag', 'No audio') help us improve the platform.

For patients, the platform is completely free — including Therapy Finder, appointment booking and video consultation. Consultation fees are settled directly between patient and practitioner. For practitioners and pharmacies, there are various subscription tiers.

Data protection is our highest priority. All data is encrypted in transit (TLS/HTTPS) and at rest. Video consultations are end-to-end encrypted (WebRTC P2P — no data through third-party servers). We comply with the new Swiss Data Protection Act (nDSG) and EU GDPR. Two-factor authentication (2FA) is available for all users. The platform is prepared for the upcoming Swiss eID.

The platform is fully available in German, French, Italian and English — including all email notifications. When searching for practitioners, you can filter by those who speak your preferred language.

Yes, appointments can be cancelled free of charge within the cancellation period (default 24 hours). Exact conditions vary by practitioner and are visible on their profile. In case of no-show, a fee may apply — depending on the practitioner's policy (no fee, partial or full charge).

Yes — 2 minutes before your first consultation, a short preparation starts automatically: camera test, microphone test with audio level meter, speaker test and connection test. You'll also receive practical tips (quiet spot, good lighting, have questions ready). The preparation can be skipped or permanently disabled.