1. Overview
By subscribing to our services (“Services”), or by using our website menopausecare.co.uk, and our client space, you consent to be bound by these terms and conditions. If you do not understand, accept, and agree to these terms, you should not use our website or engage our services.
Information on this site is not a substitute for medical advice, and you should seek medical advice via formal channels should you require it.
1.1. 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. By agreeing to these terms, you consent to the use of AI tools 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. Information about us
Clinical consultation services are provided by Menopause Care Limited, a company registered in England and Wales (company number: 13407306) (“Menopause Care”, “we”, “our”, “us”).
The clinicians we engage are registered in the United Kingdom with the General Pharmaceutical Council (“GPhC”) and each hold accredited pharmacist independent prescriber qualifications. The clinicians are trained in providing remote consultations and issuing prescription medicine online.
The supply, dispensing, sale and delivery of prescription medication is provided by Menwell Limited, acting through its registered pharmacy (the “Pharmacy”) located at Unit 1, Verda Park, Hithercroft Road, Wallingford, OX10 9SJ. The Pharmacy is registered with the 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.
Our website is owned and operated by Menwell Limited (“Menwell”), a company incorporated in England and Wales under company number 11476975 with registered office address at 105 Sumner St, London SE1 9HZ.
3. Privacy
At certain points in using the menopausecare.co.uk website, or our Services, you may be asked to share your email address or other personal identifying information with us. Our Privacy Policy sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our website, and purchasing our Services you consent to such processing and you warrant that all data provided by you is accurate.
4. Terms and Conditions of Booking
By booking an appointment with Menopause Care you consent to storage of your details using secure, GDPR compliant cloud-based patient notes, communication with your GP using secure encrypted e-mail and request for feedback using secure e-mail.
We take payment at the point of booking to secure the booking.
4.1. Requirements for booking an appointment
New Appointment with Doctors – Online & F2F
- You will be in the UK for your consultation.
- Conflict of Interest: confirming that the doctor you are booking with is not your current GP or at your registered NHS practice.
- You will either provide your GP’s e-mail details or take responsibility for forwarding your clinic letter to them should you wish for them to be kept informed.
Follow Up Appointments with Doctors – Online & F2F
- Confirm it has not been longer than 12 months since your last appointment.
- You will be in the UK for your consultation.
New Appointment with Nurses
- You are between the ages of 45–59 with no underlying medical conditions.
- Should your case become more complex, it may require you to be seen by one of the doctors for further assessment.
- You will be in the UK for your consultation.
- Conflict of Interest: confirming that the doctor you are booking with is not your current GP or at your registered NHS practice.
- You will either provide your GP’s e-mail details or take responsibility for forwarding your clinic letter to them should you wish for them to be kept informed.
Follow Up Appointments with Nurses
- You are an existing Menopause Care patient between the ages of 45–59 and have previously been seen by a nurse or have been recommended by a doctor to switch to nurse appointments.
GLP1 Appointments
- A filled-out questionnaire is required prior to an appointment.
Appointments as a Key Worker
- You must have a valid form of key worker ID to be presented at least 24 business hours before the appointment (e.g. NHS ID badge, Blue Light Card, school ID), or the appointment may be cancelled.
5. Bookings / Cancellations / Rearrangement Policy
5.1. Cancellation Policy
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.
5.2. Additional fees
Occasionally we are asked for extra letters or administrative support. Extra letters are charged at £50. This is to cover our time and typing costs.
6. Monthly Plan Terms and Conditions
6.1. 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.
6.2. 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.
6.3. 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.
6.4. Exception – Mayfair Clinic
Care plans are not available at the Mayfair clinic.
6.5. 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.
6.6. Prescriptions and Medications
Your prescription coverage depends on your selected care plan. Prescriptions are issued by appropriately qualified clinicians when clinically appropriate as part of the clinical services provided by Menopause Care.
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 supplied, dispensed, sold, and delivered by Menwell Limited through its registered pharmacy operations 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 Limited Pharmacy.
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.
6.7. 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.
For compliance with GMC and CQC guidelines, all results must show your full name, date of birth, and date of test.
6.8. Menopause Mentor Support
Your plan may include access to up to two complimentary Menopause Mentor sessions per year with our specialist mentor. These sessions provide additional lifestyle and wellbeing support and can be booked via the admin team.
6.9. Clinician Messaging and Support
Messaging is available Monday to Friday, 9:00–17:00.
Simple administrative or brief clinical queries may be handled via email. More detailed questions, treatment reviews, or new symptoms require a booked appointment.
Messages may be handled by an on-duty clinician, not necessarily your usual doctor.
6.10. Payments
Monthly payments are collected automatically from your stored card. You provide us with a continuous payment authority to charge your payment card.
If we cannot collect payment, your plan and medication supply will be paused until the balance is cleared.
6.11. Cancelling or Changing Your Plan
Plans operate on a 12-month cycle, with benefits renewing every three 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.
6.12. 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
- Access to mentor sessions
- Discounted blood tests
6.13. 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.
6.14. 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.
6.15. Complaints and Feedback
We value feedback to improve our service. Please email info@menopausecare.co.uk. Complaints will be reviewed in line with our Clinical Governance Policy.
6.16. 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.
7. Our responsibility for loss or damage suffered by you
7.1. We only supply products for domestic and private use and are not liable for business losses.
7.2. Subject to clause 7.4, our maximum liability is limited to the price of the products ordered.
7.3. We are not responsible for loss or damage that is not foreseeable.
7.4. We do not exclude or limit liability where it would be unlawful to do so.
8. Other Terms and Conditions
We can only see patients who are in the UK at the time of their appointment. Identity verification is required.
8.1. Location Requirement
We can only provide consultations to patients physically located in the UK.
8.1.1. For Telehealth appointments
You must be registered with a mainland UK address. If this is not the case, no refund will be provided.
8.1.2. Medication prescribing and delivery
Medication can only be delivered to a UK mainland address.
8.2. Identity Verification
All patients must present valid photographic identification.
8.3. New Consultation Requirement
All new patients must complete an initial consultation, regardless of previous treatment elsewhere.
8.4. Disclosure of NHS Care
Clinicians cannot provide private care if you are registered at the same NHS practice.
9. Accessing our site
9.1. Our site is directed to people residing in the UK.
9.2. You must be at least 18 years old.
9.3. Access to the site may be restricted.
9.4. Login details must be kept confidential.
9.5. Please notify us of any security concerns.
10. Disclaimer
Content on menopausecare.co.uk is not a substitute for medical advice. We cannot guarantee the accuracy of external links.
11. Copyright
All content on menopausecare.co.uk is subject to copyright unless otherwise stated.
12. Other important terms
12.1. We may transfer our rights and obligations under these Terms to another organisation.
12.2. The contract for the provision of clinical consultation services is between you and Menopause Care Limited.
12.3. A separate contract for the supply, dispensing, and delivery of prescription medicines is formed between you and Menwell Limited.
12.4. No other person shall have any rights to enforce the terms of either contract.
12.5. Each of the paragraphs of these terms operates separately. If any of them are deemed unlawful by any court of competent authority, the remaining paragraphs will remain in full force and effect.
12.6. If we delay in taking steps against you when you break this contract, that will not mean that you do not have to do what we ask in order to remedy your breach and it will not prevent us from taking steps against you at a later date.
12.7. These terms are governed by the laws of England and Wales.
12.8. Alternative dispute resolution is a process where an independent body considers both sides of a dispute and helps to resolve it, without having to go to court. If you are unhappy with how we have handled any complaint, you may want to contact an alternative dispute resolution provider.
13. Contacts
If you have any questions or concerns, please email info@menopausecare.co.uk.
