1. Privacy
At certain points in the menopausecare.co.uk website, you may be asked to share your email address or other personal identifying information with us. As provided in these Terms and Conditions, such information will never be distributed to a third party and it will never be publicly visible without your express written consent.
Your email address will only be used to alert you to any information that you have specifically requested to be notified of and will not be shared.
AI TOOLS - CLINICAL SUPPORT:
We use AI tools to support our clinicians in delivering safe, efficient and high-quality care. This includes using AI to transcribe consultations in real time and help draft clinical letters.These AI tools assist your clinician but they do not make decisions autonomously or replace any part of your care.AI tools are used by default during consultations.
If you prefer not to have your consultation transcribed by AI, please let your clinician know at the start of your appointment. If you do not inform us otherwise, you will be deemed to have accepted the use of AI for this purpose.
2. Use of the Site
Information on this site is not a substitute for medical advice and you should seek medical advice via formal channels should you require it.
3. Terms and Conditions of Booking
What are the consultation fees?
A new consultation costs £295 (£425 with Dr Potter, £495 in the Histamine Clinic, £315 at Mayfair Clinic, £230 with the Dietitian).
A follow up consultation costs £225 (£295 with Dr Potter, £325 in the Histamine Clinic, £245 at Mayfair Clinic, £150 with the Dietitian).
We believe our prices to be fair and competitive. We take payment at point of booking to secure the booking.
4. Bookings / Cancellations / Rearrangement Policy
4.1 Cancellation Policy:
We aim to provide as flexible a service as possible but we are a small business and there are significant costs to us associated with patients who cancel last minute. These are particularly impactful for our face to face clinics where we have significant overheads and little chance of filling last minute cancellation slots.
4.2 Online Clinic Policy:
Should you choose to cancel or rearrange your appointment, please provide us with 48 business hours notice. Please note this does not include weekends or bank holidays.
If you cancel with more than 48 business hours notice you will receive a full refund back to your payment card.
(Please note this is automatic and can take 10 days processing time by the credit card company.)
If you cancel, rearrange your appointment or do not show for your appointment with less than 48 business hours notice, the fees are non refundable regardless of reason.
4.3 Face to Face Appointments:
There is a £25 rearrangement fee should you choose to cancel or rearrange your appointment, with more than 48 BUSINESS hours notice. Please note this does not include weekends or bank holidays.
If you cancel, rearrange your appointment or do not show for your appointment with less than 48 business hours notice, the fees are non refundable regardless of reason.
If you think you cannot make it to the clinic but could see someone online, we can switch your appointment to an online one at no charge.
4.4 Histamine Appointments:
There is a £25 rearrangement fee should you choose to cancel or rearrange your appointment, with more than 48 BUSINESS hours’ notice. Please note this does not include weekends or bank holidays.
If you cancel, rearrange your appointment or do not show for your appointment with less than 48 business hours’ notice, the fees are non refundable regardless of reason.
Thank you for your understanding.
4.5 Additional fees
Occasionally we are asked for extra letters/ admin. Extra letters are charged at £50. This is to cover our time and typing costs.
5. Monthly Plan Terms and Conditions
These Terms and Conditions outline how our Care Plans operate, what is included, and your responsibilities as a patient. By subscribing to a Menopause Care Plan, you agree to these terms.
5.1 Fair Use Policy
Our aim is for everyone to have the same high-quality experience with Menopause Care.
If you require additional full-length consultations beyond those included in your plan, these will be charged at the current rate, with telephone reviews being subject to the doctor’s discretion and clinical appropriateness.
If you have ad hoc medical questions, your care team will ensure the most suitable clinician or administrator responds. We aim to reply within 48 business hours (Monday to Friday), though response times may vary during busy periods.
Please note: our care team is not an emergency or out-of-hours service. In an emergency, please contact NHS 111 or 999.
If you would like extra coaching or mentor support, please contact us. We can arrange this at our current rate.
5.2 Appointments – Online Plans
All ongoing care plan appointments are delivered as online video consultations.
Initial appointments are 45 minutes long. Follow-up appointments last 30 minutes and are usually scheduled every three months.
Each plan includes a set number of doctor appointments spread evenly throughout the 12-month plan cycle. However, if you need an earlier review, you may bring your appointment forward, provided the equivalent of three months of payments have been made to cover consultation and medication costs.
If two appointments are booked in close succession, we may request an adjustment payment to align your payment cycle.
Appointments cannot be carried over into the following calendar year.
Additional appointments, beyond your plan allowance, can be booked at the standard rate applicable at the time.
5.3 Appointments – In-Person Clinics (Legacy or Special Cases)
Some plans may have started with an in-person consultation. In these cases, follow-up appointments will take place online.
If you prefer all future appointments to be in-person, you should book one-off in-person consultations instead of continuing a plan.
5.4 Exception – Mayfair Clinic
Care plans are not available at the Mayfair clinic.
5.5 Cancellations and Missed Appointments
Please provide at least 48 business hours’ notice to reschedule your appointment.
If you cancel within 48 business hours of your appointment or miss your appointment, a cancellation fee equivalent to one month of your plan payment will be charged. This fee will be invoiced and must be paid before booking your next follow-up appointment.
5.6 Appointment Utilisation
Your plan includes a set number of doctor appointments per year, spaced throughout the 12-month cycle. Follow-up appointments are recommended approximately every three months.
Your plan spreads the cost of your clinical care and, if applicable, medication evenly across the year.
5.7 Prescriptions and Medications
Your prescription coverage depends on your selected care plan.
Some plans include an allowance towards prescribed medication, while others do not. If your prescribed medication exceeds the standard plan allowance, an additional payment may be required.
Medications are dispensed exclusively by our in-house pharmacy and delivered to your registered UK address. Prescriptions cannot be transferred to external pharmacies.
Medication supply is linked to your subscription and renewed on a regular cycle in line with your plan payments. Any unused medication allowances do not carry forward into the next cycle.
If medication is lost due to an incorrect or temporary address, replacement costs will not be covered. If medication is lost in transit, we will investigate and arrange a replacement where appropriate.
Prescriptions are issued only when clinically appropriate and are fulfilled by Menwell Ltd Pharmacy (Superintendent Pharmacist: Vinisha Kanda, GPhC Registration 2203475).
If you need medication early, for example, before travelling, please contact us. Requests for early or additional supplies are reviewed individually and may require an adjustment payment.
If a medication is unavailable due to supply issues, we will offer a suitable clinical alternative. Should you choose to obtain medication elsewhere, those costs will not be covered by your plan.
5.8 Blood Tests
Members on certain care plans may be eligible for a discount on blood tests arranged through our approved providers.
The exact discount and participating providers may vary from time to time.
For compliance with GMC and CQC guidelines, all results must show your full name, date of birth, and date of test.
5.9 Menopause Mentor Support
Your plan may include access to up to two complimentary Menopause Mentor sessions per year with our specialist mentor, Jane. These sessions provide additional lifestyle and wellbeing support and can be booked via the admin team.
5.10 Clinician Messaging and Support
Messaging with the administrative team is available during office hours, Monday to Friday, 9:00–17:00.
Simple administrative or brief clinical queries may be handled via email. With any clinical queries your specialist will aim to reply within 48-72 hours but occasionally it can take longer.
More detailed questions, treatment reviews, or new symptoms require a booked follow-up appointment with your specialist.
Clinicians are not able to offer free additional appointments or telephone calls outside your plan.
5.11 Payments
Monthly payments are collected automatically from your stored card. You provide us with a continuous payment authority to charge your payment card for the specified amount on approval of your subscription and at regular intervals following such approval date. Invoices are not routinely issued.
You warrant to keep your card details up to date.
If we cannot collect payment, your plan and medication supply will be paused until the balance is cleared.
5.12 Cancelling or Changing Your Plan
Plans operate on a 12-month cycle, with benefits renewing every 3 months.
After an initial three-month period, your plan may be amended or cancelled, provided all payments are up to date.
Refunds are not provided for unused elements of the plan.
Cancellation requests must be submitted via email to info@menopausecare.co.uk.
5.13 Pausing Your Plan
Plans may be paused in three-month cycles, provided all previous payments are up to date.
While paused, you will not receive:
- Contributions toward medication; and
- Access to mentor sessions; and
- Discounted blood tests.
5.14 Moving or Travelling Abroad
We can only dispense and deliver medications within the United Kingdom.
If you are moving or travelling abroad, please contact us in advance to discuss available options
5.15 Stock Availability and Plan Updates
Occasionally, medications may be out of stock or affected by price or supply changes.
We will notify you in advance of any necessary adjustments or plan updates.
If plan prices change or a plan is withdrawn, you will receive reasonable notice before the change takes effect.
5.16 Complaints and Feedback
We value feedback to improve our service. If you are unhappy with any aspect of your care, please email info@menopausecare.co.uk.
Complaints will be reviewed in line with our Clinical Governance Policy.
5.17 Emergency or Urgent Issues
Your care plan does not include emergency or out-of-hours support.
For urgent medical issues, contact NHS 111 or 999, or attend your local emergency department.
6. Other Terms and Conditions
6.1 Location Requirement
We are only able to provide medical consultations to patients who are physically located within the United Kingdom at the time of their appointment. This includes England, Scotland, Wales and Northern Ireland but does not extend to the Channel Islands or British Overseas Territories.
6.1.1 For Telehealth appointments
You must be registered with a mainland UK address to access Telehealth services. If, during your consultation, it becomes apparent that you are not ordinarily resident in the UK, the clinician will be unable to proceed with the appointment. In such cases, no refund will be provided.
6.1.2 Medication prescribing and delivery
Medication can only be delivered to a UK mainland address.
6.2 Identity Verification
All patients must verify their identity at the time of their appointment by presenting valid photographic identification (e.g., passport or driving licence). Failure to provide appropriate identification may result in cancellation of the appointment without refund.
6.3 New Consultation Requirement
All new patients must complete an initial consultation with our clinic, regardless of whether they have previously attended another menopause clinic or have already begun hormone replacement therapy (HRT). This process ensures we have a comprehensive understanding of your medical history and can deliver safe, appropriate care. Patients will also be required to book a ‘New’ appointment if more than 12 months have passed since their last consultation with one of our clinicians.
6.4 Disclosure of NHS Care
Some of our clinicians also work within NHS General Practice. They are unable to provide private care through our clinic if you are registered at the same NHS practice where they provide services. This requirement forms part of the NHS GP contract and is outside of our control.
7. Accessing our site
7.1. Our Site is directed to people residing in England or the UK. We do not represent that content available on or through our Site is appropriate for use or available in other locations.
7.2. You must be at least 18 years old to use our Site and purchase any products or medications available via the Site.
7.3. From time to time, we may restrict access to some parts of our Site, or our entire Site, to users who have registered with us.
7.4. If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential, and you must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these terms of use.
7.5. If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at info@menopausecare.co.uk.
8. Disclaimer
All of the content contained on the menopausecare.co.uk site is edited, checked, and verified for accuracy as much as it is possible to do so. However, we cannot guarantee either its accuracy or the safety of any external links it might contain.
Menopausecare.co.uk, as well as its owners, affiliates, and contributing authors can therefore not be held responsible for any problems or damage that occurs as a result of making use of material contained on our site.
The information on the website is not a substitute for medical advice and you should seek medical advice via formal channels should you require it.
9. Copyright
Any and all of the content presented on the menopausecare.co.uk website is, unless explicitly stated otherwise, subject to a copyright held by menopausecare.co.uk. It is permissible to link to content from this site as long as the original source is clearly stated, but the wholesale reproduction or partial modification of content is not permitted. Exceptions are granted only if you receive prior written consent from menopausecare.co.uk.
10. Information about us
Our Site is owned and operated by Menwell Limited (“we”, “us” or “our”). We are a company incorporated in England and Wales under company number 11476975. Our registered office address is: 105 Sumner St, London SE1 9HZ. Our VAT number is: 302 0074 74. We are a limited company.
The clinicians we engage are registered in the United Kingdom with the General Pharmaceutical Council and each hold accredited pharmacist independent prescriber qualifications. The clinicians are trained in providing remote consultations and issuing prescription medicine online.
Our pharmacy (the “Pharmacy“). is located at Unit 1, Verda Park, Hithercroft Road, Wallingford, OX10 9SJ and registered with the General Pharmaceutical Council (“GPhC”) with number 9012134.
In some instances, we may send medications to a partner pharmacy which is a different company. In these instances, they will then contact you directly and provide pharmacy services.
11. Contacts
Should you have any further questions, concerns, or queries about these Terms and Conditions, or if you encounter difficulties while navigating and using the site, please email info@menopausecare.co.uk
