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. By agreeing to these terms, you consent to the use of AI tools during consultations.

1.2 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 Medical council (GMC) or Nursing and Midwifery Council (NMC) and also are registered as menopause specialists with the British Menopause society. 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.

1.3 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.

2.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.

2.1 Requirements for booking an appointment

New Appointment with Doctors – Online & F2F

You will be in the UK for your consultation.
A filled-out questionnaire is required prior to an appointment.
Conflict of Interest: You confirm 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

A filled-out questionnaire is required prior to an appointment.
Confirm it has not been longer than 15 months since your last appointment. If it has then you will need to book a new consultation to ensure time to review medical history.
You will be in the UK for your consultation.

New Appointment with Nurses

You are between the ages 40-59 with no underlying medical conditions.
Should your case become more complex, then it may require you to be seen by one of the doctors for further assessment.
You will be in the UK for your consultation.
A filled-out questionnaire is required prior to an appointment.
Conflict of Interest: You confirm that the nurse 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 40-59 and have been previously seen by a nurse or have been recommended by a doctor to switch to nurse appointments.
A filled-out questionnaire is required prior to an appointment.
You confirm it has not been more than 15 months since your last appointment, otherwise you will need to book a new appointment.

GLP1 Appointments

A filled-out questionnaire is required prior to an appointment.

Appointments as a Key Worker

You as the patient will have a valid form of key worker ID to be presented within a minimum of 24 business hours before the time of the appointment (e.g. NHS ID badge, Blue Light Card, school ID) or the appointment may be cancelled.

3. Bookings / Cancellations / Rearrangement Policy

3.1 Cancellation Policy:

Online and face-to-face 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.)

Appointments booked within the 48 business hours of the appointment are non-cancellable, non-changeable, and non-refundable. Appointments booked further in advance may be changed or cancelled up to 48 business hours before the scheduled time. After this point, fees are non-refundable. We reserve the right to make exceptions in cases of illness, emergency, or other exceptional circumstances at our discretion

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.

3.2 Subscription Plan appointment 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 subscription plan payment will be charged. This fee will be invoiced and must be paid before booking your next follow-up appointment.

Please see below for policy for cancellation of subscription plans.

3.3 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.

4. Appointments - Pay as you go Terms and Conditions

4.1 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, please contact us. We can arrange this at our current rate.

4.2 Appointments

Initial appointments for new patients are 45 minutes long (other than for testosterone appointments, which are 30 minutes). Follow-up appointments last 30 minutes and are usually recommended every three months. 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.

4.3 Prescriptions and Medications

Prescriptions are issued by appropriately qualified clinicians when clinically appropriate as part of the clinical services provided by Menopause Care.

Medications are supplied, dispensed, sold, and delivered by Menwell Limited, acting through its registered pharmacy operations, and delivered to your registered UK address. Prescriptions cannot be transferred to external pharmacies.

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 (Superintendent Pharmacist: Dawn Olivia Neil, GPhC Registration 9012909).

If you need medication early, for example, before travelling, please contact us.

If a medication is unavailable due to supply issues, we will offer a suitable clinical alternative.

4.4 Blood Tests

The exact pricing 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.

4.5 Messaging and Support

Messaging is via WhatsApp and live chat, available Monday–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.

4.6 Payments

Payments are collected automatically from your card, which you pay when creating your booking.

4.7 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

4.8 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.

4.9 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.

4.10 Emergency or Urgent Issues

Your subscription 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.

5. Appointments - Monthly Subscription Plan Terms and Conditions

5.1 Fair use policy

Our aim is for everyone to have the same high-quality experience with Menopause Care.

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 please contact us. We can arrange this at our current rate.

5.2 Appointments

All ongoing subscription plan appointments are delivered as online video consultations. Initial appointments for new patients are 45 minutes long. Follow-up appointments last 30 minutes. Each plan includes a set number of doctor appointments spread evenly throughout the 12-month plan cycle (dependent on the type of plan you are on). However, if you need an earlier review, on some plans you may bring your appointment forward if clinically needed, provided the equivalent of three months of payments have been made to cover consultation and medication costs.

If you are on the annual care plan (up to one appointment per year), this can not be brought forward. A full 12 months of payments must be completed to be eligible for the consultation

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 plan year.

Additional appointments, beyond your plan allowance, can be booked at the standard rate applicable at the time.

Please provide at least 48 business hours’ notice to reschedule your appointment.

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

Subscription plans are not available at the Mayfair clinic.

5.5 Appointment Utilisation

Your subscription is an annual commitment structured into four 3-month clinical cycles. Your plan includes a set number of doctor appointments per year, spaced throughout the 12-month cycle. Doctors will advise when they recommend seeing you again, typically every 3 months.

Your monthly fee spreads the cost of your clinical care and, if applicable, medication evenly across the year.

5.6 Prescriptions and Medications

Your prescription coverage depends on your selected subscription 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.

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.

Prescriptions are issued only when clinically appropriate and are fulfilled by Menwell Limited 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.

5.7 Blood Tests

Members on certain subscription 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.

5.8 Messaging and Support

Messaging is via WhatsApp and live chat, available Monday–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.

5.9 Payments

For subscription plans, 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.

5.10 Cancelling or Changing Your Subscription Plan

You may request to end your plan at any point, as long as payments are up to date for any appointments and medication you have already received (generally worked out in 3-monthly cycles). If any payments are still required, your plan will be set to cancel on a future date, or we can send you an invoice to clear the outstanding balance if preferred.

A minimum of 3 monthly payments is required before cancelling. For the annual plan after the first 3 months you need to give 30 days notice before the plan is cancelled - requiring payment up to that point.

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 already received or unused elements of the plan.

Cancellation requests must be submitted via email to info@menopausecare.co.uk.

Please note refunds will be issued to your saved payment method automatically and can take 10 days processing time.

5.11 Pausing Your Subscription 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
Discounted blood tests via our approved partners.

5.12 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

5.13 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.

5.14 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.

5.15 Emergency or Urgent Issues

Your subscription 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. Our responsibility for loss or damage suffered by you

6.1 We only supply products for domestic and private use. We are not liable for any business losses. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

6.2 Subject to clause 7.4, our maximum liability to you in relation to any order for products will be the amount equal to the price of the products you have orde

red from us.

6.3 We are not responsible for any loss or damage that is not foreseeable.

6.4 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to the products (including the right to receive products which are as described, of satisfactory quality, fit for any particular purpose made known to us).

7. Other Terms and Conditions

We can only see patients who are in the UK at the time of their appointment. Should it become clear you are not in the UK at the appointment time, the doctor will not be able to continue with the appointment and no refund can be offered.

We need to verify the identity of patients at the time of appointment using photo ID.

All patients require a new patient consultation for their first visit to this clinic regardless of whether they have been seen in another menopause clinic or started on HRT.

You will be asked to confirm you are not seeing your usual NHS doctor in this clinic.

7.1 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.

7.2 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.

7.3 Medication prescribing and delivery

Medication can only be delivered to a UK mainland address.

7.4 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.

7.5 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.

7.6 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.

8 Accessing our site

8.1 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.

8.2 You must be at least 18 years old to use our Site and purchase any products or medications available via the Site.

8.3 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.

8.4 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.

8.5 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

9. 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.

10. 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

11. Other important term

11.1 We may transfer our rights and obligations under these Terms to another organisation.

11.2 The contract for the provision of clinical consultation services is between you and Menopause Care Limited.

11.3 A separate contract for the supply, dispensing, and delivery of prescription medicines is formed between you and Menwell Limited.

11.4 No other person shall have any rights to enforce the terms of either contract.

11.5 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.

11.6 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.

11.7 These terms are governed by the laws of England and Wales.

11.8 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.

12. 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