Frequently Asked Questions

1. After the call, if you are decided, we send you the payment link.

2. The payment is made using an international paygate, Stripe. (~1 min.)

3. Almost instantenaously, you will receive an automated email with a link to intake forms to fill. (20-30 min.)

4. After completing intake forms, you will receive a list of blood tests we require. It is up to you how quickly you provide us with results (those are always available within less than 48 hours from taking tests). Some patients upload those in 3-4 days but some do so in 3-4 weeks.

5. It takes approx. 2 weeks from the moment we receive complete set of blood results to seeing the doctor.

6. After the appointment, we are obliged to conclude the formalities: your consent form to receive therapy is required. (~5 min.)

7. In a few days, we send the prescription. We use registered postal letters. (~12 days)

Of course! The process depends on what kind of medical record you can present. Having at least current (up to 3 months) blood results will already speed up the procedure.

1. Please always be considerate of other members of the community. Many trans people who run out of hormones desperately need our help. You can cancel easily your appointment with a 24-hour advance. But in case of a late cancellation or a no-show, we will charge you €50 for providing additional slot. Make sure you are on time!

1a. Please make sure your hardware & software works before the call. Having video on is always mandatory, and we make no exceptions.

2. Before setting up the call, please read our website carefully, especially check the Principles & Values and Mission & Vision sections, as well as our FAQ and Blog.

3. Please prepare your questions before the call and send them.

We are very happy to take over your care. Even if you are already on HRT, we will still need to review bloods, and it would be a great help if you have a copy of a recent prescription or treatment summary.

We are using Stripe, the leading international paygate.
We do not accept cash or direct bank transfers.

Yes.

If you let us know in a 24-hour advance, no problem. However, if you just don't show up you are out of the queue and we will charge you for another appointment, unless you can provide a very good reason. The demand is extremely high so wasting a slot another person in need could have used is not acceptable. Please be considerate of other members of the community!

Currently, only English. I hope to cover the majority of official EU languages by the end of the year.

If within the EU/EEA/UK - no problem at all. In other cases, it may not be possible but don't hesitate to ask and maybe we will work out some solution.

It breaks my heart but, currently, we cannot. Please hold on and don't lose hope. As soon as we are able to, we will stand up for you and look for solutions. I cannot promise outcomes - but I do promise you my best effort.

Yes, it is all true. I don't like it either but I had to prioritize. Currently, all resources are allocated to ensure everyone in need will receive medical care of sufficiently high standard and in a reasonable time.

I admit, we were not prepared for such a situation! It will require legal analysis. We expect to know the answer next quarter.

The offer is the same for everyone.
Imago will send valid prescriptions, letters outlining your need for care as needed, suggestions for private providers of blood tests, as well as ongoing guidance and support for your situation as needed. Please be aware for our Swedish members on masculinizing therapy, you will need to cross borders to a neighboring country to dispense testosterone.

No. As much as we understand the desire of some trans people to stay anonymous, it would be both illegal and unethical for us to provide medical services in that way.

Video connection is obligatory during all calls with us. No exceptions.

No! That would be against everything that we stand for. The only subject having authority over such a fundamental component of one's own identity as gender is that very individual. Usurping such authority by governments or medical bodies is barbaric and inhumane violation of human rights of trans people guaranteed by international treaties and conventions. Not to mention, the concept of diagnosing gender dysphoria as currently practiced is pseudoscientific and equally absurd as an attempt to diagnose pain. I will elaborate on this subject in my future writings.

Whether you are sure of your path, at the very start of your journey, or considering options, we are always happy to talk. You can book a call with our founder, Zofia, free of charge, to get to know us a little better without committing to our service. It is very important to proceed at your own pace with a decision of this magnitute. Take your time.
Whenever you are ready, we'll be here for you.

As well as ongoing medical care, we can provide access to our very own mental health counselor, our fertility counselor, and our vocal coach, to encompass a holistic approach to your journey. Please note, these additional sessions are not included in your subscription.

You can cancel at any moment. No extra costs.

Unfortunately, no.

Yes. I'm transfem myself and I understand very well how difficult it is to find competent help in that regard.

Yes, no problem with it. However, be mindful that transphobic public healthcare systems are likely to ignore it as it would undermine their policy of breaking us mentally and morally before providing any care.

Unfortunately, no, not at the moment.

Of course, gladly!

It varies greatly depending on multiple factors. There aren't any hidden costs at our side. But there is a huge disparity of hormones and blood tests' prices between EU countries, sometimes as huge as 8x! Some patients have cooperating GPs who utilize contemporary medical knowledge, some suffer from ignorance and malice of their first-contact doctors. The majority of blood tests should be covered by your public healthcare system, it's adviced to do regular screenings regardless of gender to prevent serious diseases, so providing relevant referrals by GPs is not a favour but simple performing their basic duties.

Your process is continually followed up by our medical staff who will communicate and give you feedback at regular intervals. This is included in the subscription fee and therefore a review appointment is not typically needed, but you can book an additional appointment with our medical team at any point if you so wish (not included in subscription fees).

Blood:

• full blood count (FBC)

• lipid profile (total cholesterol, HDL, LDL, triglycerides)

• liver tests (AST, ALT GGTP)

• electrolytes (Na, K)

• urea

• creatinine

• GFR-MDRD / eGFR

• luteinising hormone (LH)

• follicle-stimulating hormone (FSH)

• estradiol (E2)

• testosterone (TEST)

• prolactin

• progesterone

• fasting glucose

Up-to-date results of physical examination:

• blood pressure and pulse

• baseline weight & height

Up-to-date (no older than 3 months) results for:

• full blood count (FBC)

• electrolytes (Na, K)

• urea

• renal (RFT) and liver function test (LFT)

• glucose

• estradiol (E2)

• testosterone (TEST)

• luteinising hormone (LH)

• lipids

'Levels should be monitored at baseline, every 3-4 months for the first year, and then annually once levels are adequate and stable.'

Timings for blood tests vary depending on the way in which your medication is administered.

Estradiol injections:
Have the test carried out immediately before your next injection.

Testosterone undecanoate injections:
Have the test carried out immediately before your next injection.

Testosterone enanthate/cypionate injections:
Have the test carried out midway between injections.

Patches:
Have the test carried out the day after a patch change.

Gels:
Have the test carried out 4-6 hours after gel application. Measure it at least 1 week after applying DAILY. To avoid contamination don’t apply gel on the lower arms and use gloves to apply gel for three days before your blood test).

Only blockers:
Have the test carried out at any time.

Tablets:
Have the test carried out at any time.

Unfortunately, no.

Of course, gladly!

Yes! No exceptions here.

It can be considered negligence. Soon, we will prepare templates for comlaints and instructions how to take legal action against such GPs.

All forms and all medical products registered in at least one EU country. We work with each patient individually and take into consideration their medical condition and their preferences: oral forms are more hepatotoxic so not advised for people with serious liver diseases; some people are afraid of injections; some forms are available only in a limited number of jurisdictions; and so on.

Yes, we provide any legally valid form of a cross-border prescription you request. We always suggest the form with the lowest probability of causing problems at the pharmacy. Also, we will put a stamp on the prescription and accommodate other archaic and not legal-based formal demands in order to ensure everyone gets their medication. I choose our battles wisely!

As a standard practice, we ship them by registered post at no additional charge within the EU/EEA/UK. Upon request, we can send them via express courier service; however, in this case, the cost will be covered by you.

While we are a relatively new company, we have had excellent* prescription acceptance rates and are willing to work with you to meet local prescribing requirements. While I’m sure this may feel like a leap of faith, please don’t just take our word for it. We ask all our members to share their honest opinions and reviews of us (good and bad) so you can get a fair picture of what you are signing up for.

* No prescription was left rejected, even in famously trans-hostile countries!

Of course, gladly!

Imago sends international parcel containing your prescription, as well as provides you with a tracking number via email the same day the prescription is sent. The average delivery time is 12 days. During the summer months, holidays, or times of high strain on the postal system, the delivery may take longer. These factors are outside the control of Imago, but feel free to contact support if you have questions or concerns.

Our team of doctors are experienced in gender-affirming care and follow WPATH guidelines for prescribing and ongoing care. We offer wet ink paper prescriptions from EU doctors, shipped directly to your door.

Imago sends international packages containing your prescription, as well as providing you with a tracking number via email the same day as the prescription is sent. The general delivery time with international post is between 10 and 12 days after postage. During the summer months, holidays, or times of high strain on the postal system, the delivery may take longer. These factors are outside the control of Imago, but feel free to contact support if you have questions or concerns.

Imago includes any adjustments or renewals of your prescription in the ongoing monthly fee. Therefore, Imago does not charge for individual prescriptions. However, we do charge for resending prescriptions if they were not received due to your negligence (e.g., you omitted to inform us about changing the address, you went to holidays).