All the questions.

Freely. No default pharmacy, no paid placement: the pages are presented by geographic proximity, and nothing can be paid to move up the list. Each page shows the named licence holder, real opening hours, the distance and a browsable catalogue; you can ask a question before even ordering.

The products the pharmacy can dispense without a prescription. The catalogue is kept by the pharmacy and reflects its declared inventory, never a centralised stock; quantities are capped per product.

Yes, at any time and without justification. They can also reach you by messaging or phone, and make validation conditional on a prior exchange: the messaging channel is a control point, not a counter.

Yes, as long as the pharmacy has not marked your order as ready: the cancellation is then refunded in full. Once the order is prepared and ready, there is no return or exchange for convenience, exactly as in a pharmacy. A damaged, wrong or missing item is still replaced or refunded by the pharmacy, as the law requires.

French, German and English, on the patient side as well as the pharmacy side. The language is a patient setting and applies to the whole journey.

Ordering through an identified representative, for example the staff of a care facility or care network, is provided for in the protocol, from a dedicated dashboard; the function is not open yet. Handover would remain subject to identity checks.

Not today. The service covers products dispensed without a prescription. Home delivery of prescribed medicines is a decision for the authorities, and Medelu is not asking for distance selling of prescription medicines.

The law reserves dispensing to pharmacies; no law organises handover at a private home. There is no electronic prescription in production in Luxembourg, and reimbursement today requires handing the original prescription over at the counter.

Secure upload of the prescription, checks by the pharmacist before any preparation, quantities bounded by the prescription, and collection of the original at handover, after verification at the doorstep by a pharmacy professional.

The European deadline for exchanging electronic prescriptions is set for March 2029. The protocol is built for today's paper and could work without paper the day the electronic prescription exists.

A courier mandated by the pharmacy, under contract and under its control. The person who takes charge of the parcel delivers it themselves: no relay point, no hub sorting, no automated locker.

It is sealed at the pharmacy. Only the name, address and order number appear on the outside; the person delivering never sees the medicine, the indication, the dosage or the CNS number.

Nothing is lost: the sealed parcel is left at your door, or at the sheltered spot you indicated in the app, at your first purchase or in your settings. The drop-off is documented by a time-stamped photo and you are notified at once.

Monday to Friday, during the opening hours of the pharmacy you chose; those hours are shown in the app and differ from one pharmacy to another. An order placed at least one to two hours before closing leaves the same day, within a few hours. After that, or on a non-working day, it is handled on the next working day. Chosen time slots and weekend delivery do not exist yet: we are working on them. The pharmacist validates every order before it leaves, and nothing comes before that check.

To the address of your choice, anywhere in Luxembourg: you give it when you order. Other countries will follow.

Yes, in real time: received, validated, prepared, out for delivery. Every step is time-stamped, and handover leaves a recorded proof.

On a PCI DSS level 1 certified page, operated by an e-money institution licensed in the Union. Payment is split: the price of the medicine goes directly to the pharmacy, and Medelu takes no commission on medicines.

Yes, exactly the same: the price of the medicine is the pharmacy's own retail price, not a cent more. Delivery fees are added, shown before payment, with their own VAT line: nothing is hidden in the product price.

No. They are invoiced by the pharmacy, transparently and separately from the price of the medicine. Reimbursement of the medicine itself is unaffected: it follows the usual procedure, exactly as at the counter.

It is requested from registration, as the Grand-Ducal Regulation of 18 July 2018 requires. It ties every order to the insured person and guarantees that one account matches one adult: its format is checked by the official matricule verification algorithm, which also confirms the date of birth.

Any adult. The account is in the holder's name, the phone number is verified by SMS code: the patient is identified, never anonymous.

Yes, once, before your first medicine order with a pharmacy: date of birth, weight, sex, treatments received over the last six months, known conditions, allergies and intolerances, and pregnancy or breastfeeding where applicable. It is short, it is required by the Grand-Ducal regulation of 18 July 2018 and set out in section 2 of the terms and conditions, and it is collected for the pharmacy, the data controller, so that the pharmacist can validate your orders safely. Consent to the processing of that health data is collected separately in your account, at the moment of the order.

Hosted on servers located in the European Union (Frankfurt, Germany), under the pharmacist's responsibility. Three prohibitions: never sold, never used for advertising or profiling, never reused for a service outside the pharmaceutical authorisation.

A name and an address. Never the medicine, the indication, the dosage or the CNS number.

From the app, through an identified support channel, distinct from the messaging with your pharmacy.

Yes. The right to unsubscribe is provided in the personal account area, in accordance with the internet-sales regulation.

You, and only you. Every order goes through pharmaceutical validation; the pharmacy can refuse, cancel, cap incoming orders or suspend delivery in one move.

No. The platform works alongside your existing environment; inventory and prices remain your data.

A courier you mandate, under contract and under your control, or your own staff if you prefer. Handing over a medicine remains a pharmacy act: sealed parcel, time-stamped proof, unbroken responsibility.

No commercial data of an identified pharmacy circulates. Every access is assigned, justified and logged; health data remains under the pharmacist's responsibility.