Frequently asked questions

Not much at all! CDA clinics have now become part of Candor, not the other way around. You’ll still see the same clinicians, access the same systems, and receive care that’s tailored to you. We continue to offer a broad range of products and treatment options, so your care remains individualised. This change simply brings together two teams who already work in similar ways, with a shared focus on high-quality, accessible care.

Candor still offers one of the largest and most diverse ranges of prescription products in the industry, with over 500 options available. We’re still agnostic, but we’ve simplified the range to ensure everything meets our high standards so you get the best outcomes. Patients and doctors continue to have access to a broad mix of trusted, high-quality options across all major categories and price points - if a specific product is no longer available, our clinical team is always happy to help find a suitable alternative.

All of our pick-up pharmacies remain the same, so if you’ve been collecting your medication in person, nothing changes there. In fact, we’ve increased the available options! For delivery orders, we now work with a smaller group of trusted pharmacies who are better equipped to handle higher volumes. This helps improve stock availability, reduce delays, and keep shipping costs down.

CDA will stop taking follow-up bookings from Monday, March 24.  After this time, all follow-up appointments will be conducted through Candor.

While we still need you to create a new patient profile on Candor, your treating doctor will be able to view your treatment history with CDA Clinics to ensure continuity of care. However, if you have any concerns, we recommend confirming with our team directly to ensure a smooth process.

Yes! If you haven’t had a CDA consultation in over 12 months, you will need to register with Candor as a new patient. You are eligible for a $29 consultation if you were previously a CDA patient, no matter how long it’s been.

Yes — after you’ve paid for your consultation, you’ll receive an email confirmation letting you know a health professional will be in touch soon. We understand there have been some issues with these emails not coming through recently, and we’re actively working on a fix. In the meantime, rest assured your booking has been received, and you can always message our support team via the in-platform chat if you have any questions.

Once our nursing team has reviewed your information, we’ll send you another email letting you know if there are any follow-up questions or next steps waiting in your Candor account.

New Candor patients have their first check-up consult 2–3 weeks after starting treatment. After this, check-ups are scheduled as needed — usually every 1 to 6 months, depending on your prescription and care plan. Reasons for a check-up can include needing new scripts, changing medications, or discussing any concerns you may have.

If you’re an existing CDA patient who has already been prescribed treatment through CDA, you won’t need the 2–3-week check-up unless your clinician advises otherwise.

If you signed up with Candor but emailed CDA instead, your enquiry can be forwarded to support@candor.org.

Yes. Our support chat includes an integrated chatbot named CANDI, who can help answer common questions instantly. If you’d prefer to speak with a team member, just type “HUMAN” and you’ll be connected to our support team. You can switch back to the chatbot anytime by typing “CANDI.”

Please note that CANDI is only available in the general support chat. Chats with nurses, doctors, and pharmacies do not include a chatbot — you’ll always be speaking directly with a real person in those areas.

1. Consultation and check-up refunds are administered by the Candor support team. Please message them for assistance with this.

2. Order refunds are usually handled by the pharmacy.

Yes! If you accidentally booked the wrong consultation or check-up, you are eligible for a refund or credit and the Candor support team can assist with this.