1. About these Terms of Sale
2. Information about us
3. Who may buy services from us
4. How we use your personal information
5. Orders, consultations and clinical review
6. Prescription-only medicines and treatment plans
7. Diagnostic tests and blood tests
8. Subscriptions, repeat supply and ongoing treatment
9. Other products and non-prescription services
10. When we may decline or cancel an order
11. Your responsibility before using medication or products
12. Changing an order
13. Delivery
14. Failed or delayed delivery
15. Ownership and risk
16. Suspension of supply
17. Your cancellation rights
18. How to cancel or end a contract
19. Refunds
20. Our rights to end a contract
21. If there is a problem with a product or service
22. Price and payment
23. Our responsibility for loss or damage
24. Written communications
25. Other important terms
26. Governing law and dispute resolution
27. Contact details

1. About these Terms of Sale

These Terms of Sale explain the basis on which Hormonal Harmony Clinic supplies online healthcare, diagnostic, consultation, prescription-related, treatment-related and associated services to you through our website, digital platforms, clinical team and service partners.

Please read these Terms of Sale carefully before placing an order, booking a consultation, purchasing a diagnostic service, subscribing to treatment, or requesting medication. They explain how orders are accepted, how clinical review works, when payment is taken, how delivery and cancellation operate, and what to do if there is a problem.

By placing an order or purchasing a service, you confirm that you accept these Terms of Sale and agree to be bound by them. If you do not agree to them, you must not place an order or purchase services from us.

These Terms of Sale should be read together with our Website Terms and Conditions, Privacy Policy, Cookie Policy, clinical consent forms, treatment-specific information, prescription labels, patient information leaflets, and any additional terms shown to you during the order process.

2. Information about us

Hormonal Harmony Clinic is operated by HORMONAL HARMONY CLINIC LONDON LIMITED, a company registered in England and Wales.

Company number: 15739188.

Registered office: Rex Buildings, Alderley Road, Wilmslow, England, SK9 1HY.

Contact email: Ez az e-mail-cím a szpemrobotok elleni védelem alatt áll. Megtekintéséhez engedélyeznie kell a JavaScript használatát..

Our clinical lead is Dr Ferenc Kovari. Dr Kovari is registered with the General Medical Council and his public doctor register profile can be viewed at: https://www.gmc-uk.org/registrants/6138402.

When we use the words “we”, “us”, “our” or “the Clinic”, we mean HORMONAL HARMONY CLINIC LONDON LIMITED trading as Hormonal Harmony Clinic.

When we need to contact you, we may do so by email, phone, text message, secure message, platform notification or post using the details you have provided. References to “writing” or “written” include email and other electronic communications.

3. Who may buy services from us

Our services are intended for adults aged 18 or over.

Our services are intended for people who are located in the United Kingdom. We do not guarantee that consultations, diagnostics, prescriptions, medication delivery or treatment services are available outside the UK.

You must provide accurate personal, contact, delivery, payment and medical information. You must not purchase services or medication for someone else unless we have expressly agreed that this is lawful, clinically appropriate and administratively possible.

We may refuse or cancel an order if we cannot verify necessary information, if your location prevents lawful supply, if you are under 18, if we believe the service is clinically unsuitable, or if there is another legal, regulatory, safety or operational reason.

4. How we use your personal information

To process an order, book a consultation, assess your suitability for treatment, provide diagnostic services, arrange prescriptions, dispense medication, take payment, deliver products and provide follow-up support, we need to process personal information about you.

This may include identity details, contact details, payment information, medical history, symptoms, medication history, test results, consultation notes, treatment plans and communication records.

Health information is particularly sensitive and is processed in accordance with our Privacy Policy and applicable UK data protection law. By placing an order, you confirm that the information you provide is accurate and that you understand we will use it to assess and provide services safely.

Please read our Privacy Policy before purchasing services from us.

5. Orders, consultations and clinical review

After you place an order or request a service, we may send you an acknowledgement confirming that we have received your request. This acknowledgement does not mean that treatment, medication or a specific service has been clinically approved.

Where your order involves prescription-only medicine, hormonal treatment, diagnostic interpretation or a regulated healthcare decision, a clinician must review your information and decide whether the requested service or treatment is clinically appropriate.

You may be asked to complete questionnaires, provide photographs, attend a telephone or video consultation, supply previous medical records, provide GP information, complete blood tests, confirm measurements, or answer further clinical questions.

If further information is required, your order or treatment pathway may be paused until the information has been provided and reviewed. If you do not provide requested information within a reasonable time, we may decline or close your request and refund any sums that are refundable under these Terms of Sale.

A contract for prescription medication or treatment supply only comes into existence when we confirm that your order has been accepted following clinical approval. Until then, we are not obliged to supply medication or treatment.

If a clinician decides that treatment is not clinically appropriate, we will inform you and will not supply the prescription medication or treatment. Where payment has been taken for a supply that is not approved, we will refund the relevant amount according to these Terms of Sale.

6. Prescription-only medicines and treatment plans

Prescription-only medicines are supplied only where a properly qualified clinician considers them suitable, safe and lawful for you based on the information available at the time of assessment.

Treatment plans shown on our website, in marketing materials or during early discussions are indicative only. They do not guarantee that a particular medicine, dose, formulation, brand, duration, diagnostic pathway or treatment outcome will be provided.

A clinician may refuse, change, pause or stop a treatment plan if your medical information, blood results, symptoms, side effects, risk profile, monitoring compliance, treatment response or other clinical factors make this appropriate.

If a prescription is issued, it may be sent securely to a partner pharmacy or dispensing provider. The dispensing provider may apply its own professional, regulatory and safety obligations before supplying medication.

You must use medication only as directed by the clinician and in accordance with the pharmacy label, patient information leaflet and any written instructions supplied with the medication.

You must not share, sell, transfer, alter, misuse or give prescribed medication to anyone else. Medication supplied to you is for your personal use only.

7. Diagnostic tests and blood tests

Some services require blood tests, diagnostic tests or other investigations before treatment can be considered or continued. This is especially important for hormonal, metabolic and prescription-related services.

You agree to complete any required tests within the timeframe and by the method specified by us or the clinician. This may involve attending a partner laboratory, arranging a phlebotomy appointment, using a test kit, or uploading results from an approved provider.

Failure to complete required tests or monitoring may delay, prevent, pause or stop treatment. We may also require repeat testing where results are incomplete, outdated, inconsistent, clinically concerning or affected by sampling issues.

You are responsible for following all test instructions carefully. Incorrect sampling, delayed posting, missed appointments, insufficient samples or failure to follow instructions may mean that the test must be repeated and may lead to additional charges unless the issue was caused by us or our provider.

Diagnostic interpretation is based on the information available at the time. It does not guarantee that treatment will be offered or that a specific diagnosis will be made.

8. Subscriptions, repeat supply and ongoing treatment

Some treatment services may be offered on a subscription, membership, monthly plan, repeat supply or continuing-care basis. The details of the plan, including price, billing frequency, included services and any minimum term, will be shown to you before you agree to purchase.

Where you subscribe to an ongoing treatment plan, you authorise us or our payment provider to take recurring payments from your chosen payment method according to the plan you select.

Repeat medication supply is always subject to ongoing clinical suitability, required monitoring, payment, stock availability and legal or regulatory requirements. A subscription does not guarantee that medication will continue indefinitely.

We may pause or stop repeat supply if you do not complete required monitoring, fail to respond to clinical questions, experience side effects, provide inaccurate information, do not pay, or if the clinician considers continued treatment unsuitable.

You may cancel a subscription by contacting us. Once we confirm cancellation, no further routine subscription payments should be taken for future undispensed supplies. Payments relating to medication already dispensed, services already provided, appointments already attended or non-refundable clinical work already carried out will not normally be refunded.

We may cancel a subscription or ongoing treatment plan by giving notice to you where we have a clinical, operational, payment, regulatory or safety reason to do so.

9. Other products and non-prescription services

Where you order a service or product that does not require prescription approval, we may accept your order and take payment at the time of purchase.

Non-prescription products and non-clinical services remain subject to availability, payment clearance, service capacity and any specific conditions shown during the order process.

Images, descriptions and examples on our website are for general guidance. Packaging, presentation, formulation, branding, availability, service method or minor details may vary, provided the product or service remains materially consistent with its description.

10. When we may decline or cancel an order

We may decline, cancel or be unable to accept an order where: a clinician decides that treatment is not suitable; you do not provide requested information; required tests are not completed; the product is unavailable; there is an error in price or description; payment fails; delivery cannot be arranged; legal or regulatory requirements prevent supply; or we reasonably believe there is a safety, misuse, fraud or account issue.

If we cannot accept an order and you have already paid for an item or service that will not be supplied, we will refund the relevant amount unless the payment relates to a non-refundable service already performed or another deduction is permitted by law.

Refunds are normally made to the original payment method. Bank and card processing times are outside our control and may take several working days.

11. Your responsibility before using medication or products

When you receive medication or any treatment-related product, you must check it promptly and read all accompanying information before use.

You must follow the prescribing instructions, dispensing label, patient information leaflet, manufacturer guidance and any additional clinical instructions given to you.

You must contact us, the pharmacy, your GP, NHS 111 or emergency services as appropriate if you experience significant side effects, allergic reaction, worsening symptoms or any urgent health concern.

You must not use medication after its expiry date, where packaging is damaged, where labelling appears incorrect, where the product appears tampered with, or where it does not match what you expected. Contact us promptly if you have concerns.

If medication requires particular storage conditions, you are responsible for storing it correctly after delivery.

12. Changing an order

If you want to change an order, appointment, delivery address, service option, subscription or treatment request, please contact us as soon as possible.

We will tell you whether the change is possible and whether it affects price, timing, clinical assessment, delivery, prescription processing or other terms.

We may not be able to make changes once a consultation has taken place, a clinician has issued a prescription, a pharmacy has begun dispensing, a test kit has been dispatched, a laboratory service has been booked, or medication has been sent for delivery.

If a requested change is not possible, you may have the right to cancel depending on the type of product or service and the stage of processing.

13. Delivery

Delivery options, charges and estimated timescales will be shown on our website or during the order process where applicable.

Medication, test kits and other physical items are normally delivered to the UK address you provide. You are responsible for ensuring that the delivery address is accurate, complete and suitable for receiving healthcare-related deliveries.

You agree that delivery may not always require a signature. Depending on the courier and delivery method, parcels may be posted through a letterbox, left in a safe place, left with a neighbour, taken to a delivery depot, or made available for rearranged delivery.

You are responsible for ensuring that children, animals or unauthorised people cannot access delivered medication or test kits. You must arrange a secure delivery address where appropriate.

We are not responsible for delay caused by events outside our reasonable control, including courier disruption, postal delays, weather, strikes, stock issues, regulatory restrictions, customs or onward forwarding arranged by you.

We supply for UK delivery only unless we expressly agree otherwise in writing. We are not responsible for onward transport outside our control.

14. Failed or delayed delivery

If delivery fails because no one is available, the address is incorrect, the parcel cannot be delivered, or you do not collect from a delivery location, the courier may provide instructions for rearrangement or collection.

If a parcel is returned to us or the pharmacy because delivery failed, we may contact you for further instructions and may charge reasonable additional delivery or handling costs where the failed delivery was not caused by us.

If we cannot contact you or rearrange delivery within a reasonable time, we may cancel the relevant order. Any refund will take account of products already dispensed, services already provided, delivery costs and any lawful deductions.

If a delivery deadline was essential and you told us this before we accepted your order, you may have the right to cancel if we fail to meet that deadline. Otherwise, we will work with you to set a reasonable new delivery timeframe.

15. Ownership and risk

Products become your responsibility once they are delivered to the address you provided, left in accordance with the courier instructions, collected by you, or collected on your behalf.

You own the products once we have accepted your order and received payment in full, subject to any legal or regulatory requirements that apply to prescription-only medicines or pharmacy supply.

16. Suspension of supply

We may suspend supply where necessary to deal with clinical concerns, safety issues, missing information, failed payment, technical problems, stock shortages, regulatory changes, pharmacy requirements, test-result concerns, or updates required by law or good clinical practice.

Where reasonably possible, we will tell you if supply is suspended and what information or action is needed to restart it.

If supply is suspended for reasons within our control for more than 30 days, you may contact us to cancel the affected undelivered supply and receive a refund for amounts paid in advance for that undelivered supply.

If you fail to pay when payment is due and do not make payment after a reminder, we may suspend future services, repeat supply and dispatch until payment has been received.

17. Your cancellation rights

Your cancellation rights depend on the type of product or service purchased and the stage reached in the order process.

Prescription medication: For safety and regulatory reasons, prescription medicines cannot normally be returned or refunded once dispensed. If you have unwanted medication, take it to a local pharmacy for safe disposal.

You may cancel a medicine order before the prescription is issued or before dispensing begins, whichever is earlier. Contact us as soon as possible if you wish to cancel.

Consultations and clinical services: where a consultation, assessment, diagnostic interpretation, clinical review or other professional service has already been performed, the fee for that service will not normally be refundable unless we have failed to provide the service with reasonable care and skill or the law requires a refund.

Diagnostic tests and test kits: cancellation may not be possible once a test kit has been dispatched, a laboratory appointment has been booked, samples have been processed, or laboratory work has started. Refunds will depend on the stage reached and any costs already incurred.

Non-medicinal products: where a product is not a medicine and is not excluded for hygiene, safety or health-protection reasons, you may have a 14-day right to change your mind starting from the day after you receive the product. Returned products must be unused, unopened where applicable, and in their original packaging.

Subscriptions: you may cancel future repeat supply or membership payments by contacting us. Cancellation does not normally create a refund for medication already dispensed, consultations already provided, tests already processed, or services already performed.

18. How to cancel or end a contract

To cancel an order, end a subscription or ask about returns, contact us by email at Ez az e-mail-cím a szpemrobotok elleni védelem alatt áll. Megtekintéséhez engedélyeznie kell a JavaScript használatát..

Please include your name, contact details, order number if available, and a clear explanation of what you wish to cancel or return.

If a return is permitted, we will tell you where to send the product and whether a return label will be provided. You must not send prescription medication back unless we or the dispensing pharmacy specifically instruct you to do so. Unwanted medicines should usually be taken to a local pharmacy for safe disposal.

Where you are responsible for return costs, you must pay those costs. Where the return is required because the product is faulty, incorrectly supplied, or we have made an error, we will normally pay reasonable return costs.

19. Refunds

Where a refund is due, we will normally refund you using the original payment method.

Refunds for non-medicinal products may be reduced if the value of the product has been reduced because it has been handled beyond what would be reasonable in a shop, opened, damaged, used, or returned incomplete.

Refunds are not normally available for prescription medication once dispensed, clinical work already carried out, consultations already attended, diagnostic interpretation already completed, laboratory work already started or completed, or other services already provided.

Where a refund is available for a returned non-medicinal product, we will process it within the timeframe required by law after receiving the product back or receiving evidence that it has been sent back.

Card provider and bank processing times may affect when the refund appears in your account.

20. Our rights to end a contract

We may end a contract or cancel future supply if you fail to pay, do not provide requested information, do not complete required monitoring, provide inaccurate or misleading information, misuse our services, behave abusively, create a safety concern, do not allow delivery, or where continued supply is clinically, legally, regulatory or operationally inappropriate.

If we end the contract, we will refund any sums paid in advance for products or services that will not be provided, subject to deductions for services already performed, products already dispensed, delivery costs and reasonable costs we have incurred where permitted by law.

21. If there is a problem with a product or service

Please contact us promptly if you have a question, complaint or concern about a product, test kit, delivery, consultation, treatment plan, payment, subscription or any other aspect of the service.

We have a legal duty to provide products that conform to the contract and services that are performed with reasonable care and skill.

If a product is faulty, incorrectly supplied, damaged on arrival or materially different from its description, you may have legal rights to a repair, replacement, refund or cancellation depending on the circumstances.

Nothing in these Terms of Sale affects your statutory consumer rights. You can obtain advice about your rights from Citizens Advice or another appropriate consumer advice body.

22. Price and payment

Prices for products and services are shown on our website or during the order process. Prices include VAT where applicable unless stated otherwise.

We take reasonable care to display accurate prices, but errors can occur. If we discover an error in the price of an item or service you ordered, we will contact you and give you the option to continue at the correct price or cancel.

Payment may be taken by debit card, credit card or another payment method made available by us. Payment processing may be handled by a third-party payment provider.

For one-off purchases, payment may be taken at the time of order or before dispatch or service provision. For prescription-only medicine or treatment requiring clinical approval, payment may be authorised or taken in accordance with the order flow shown to you, but supply remains subject to clinical approval.

For subscriptions or repeat supply, you authorise recurring payments according to the plan you select. If payment fails, we may suspend or stop services until payment is made.

If you believe a payment has been taken incorrectly, please contact us promptly.

23. Our responsibility for loss or damage

Nothing in these Terms of Sale excludes or limits our liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or breach of rights that cannot be excluded under consumer law.

Subject to the paragraph above, we are not responsible for loss caused by inaccurate or incomplete information you provide, your failure to follow medical instructions, your failure to complete monitoring, misuse of medication, use of medication by someone other than the patient, or your failure to seek urgent medical help where needed.

We supply products and services for personal and domestic use only. We are not liable for business losses, including loss of profit, loss of business, business interruption or loss of business opportunity.

We are not responsible for loss that was not foreseeable, or for delay or failure caused by events outside our reasonable control.

Subject to any non-excludable legal rights, our maximum liability in relation to an order will not exceed the amount paid by you for the affected product or service.

24. Written communications

You agree that we may provide information, notices, order updates, clinical requests, service messages, subscription information and contractual communications electronically.

Electronic communications include email, secure platform messages, text messages, website notices and other digital communications.

This does not affect any statutory rights you have in relation to receiving information in a particular form.

25. Other important terms

We may transfer our rights and obligations under these Terms of Sale to another organisation, for example if we restructure, sell, transfer or merge part of our business. We will ensure that any transfer does not reduce your statutory rights.

You may not transfer your rights or obligations under these Terms of Sale to another person without our written agreement.

No person other than you and us has the right to enforce these Terms of Sale unless the law provides otherwise.

Each clause operates separately. If any clause is found to be invalid or unenforceable, the remaining clauses will continue to apply.

If we delay enforcing these Terms of Sale, that does not mean we have waived our rights or that we cannot enforce them later.

26. Governing law and dispute resolution

These Terms of Sale are governed by the laws of England and Wales.

If you live in England or Wales, you can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in Scotland or Northern Ireland respectively.

We encourage you to contact us first if you are unhappy, so that we can try to resolve the matter. You may also be able to use an alternative dispute resolution provider where appropriate.

27. Contact details

Questions about these Terms of Sale, orders, cancellations, refunds, subscriptions, complaints or support should be sent to:

HORMONAL HARMONY CLINIC LONDON LIMITED
Rex Buildings, Alderley Road, Wilmslow, England, SK9 1HY
Email: Ez az e-mail-cím a szpemrobotok elleni védelem alatt áll. Megtekintéséhez engedélyeznie kell a JavaScript használatát.
Doctor register link: https://www.gmc-uk.org/registrants/6138402

Document note: This document is a draft for legal review. Before publication, confirm the final clinical pathway, provider registration position, pharmacy arrangements, laboratory providers, prescription process, refund rules, subscription terms, pricing, cancellation timeframes, complaints process and contact details.

Contents

1. About these Terms
2. Who we are
3. Our role and the nature of our services
4. Medical emergencies
5. Eligibility to use our services
6. Creating an account
7. Your responsibility to provide accurate medical information
8. Online consultations, questionnaires and clinical review
9. Diagnostic testing and blood tests
10. Prescriptions, medication and pharmacy partners
11. Treatment plans and follow-up
12. Orders, payments and pricing
13. Cancellations, refunds and declined treatment
14. Subscriptions and ongoing treatment
15. Use of website content
16. Information on our website
17. Acceptable use of our website and services
18. Technology, security and viruses
19. Links to and from our website
20. Our responsibility to you
21. Suspension, restriction or withdrawal of services
22. Complaints and concerns
23. Changes to these Terms or our website
24. Transferring rights and obligations
25. If part of these Terms is invalid
26. Governing law and jurisdiction
27. Contact details

1. About these Terms

These Terms and Conditions set out the rules that apply when you access or use the Hormonal Harmony Clinic website, create an account, complete an assessment, book a consultation, purchase diagnostic services, request treatment-related services, or otherwise interact with us online.

By using our website or services, you confirm that you accept these Terms and agree to comply with them. If you do not agree with these Terms, you must not use our website or services.

These Terms are intended to be read together with our Privacy Policy, Cookie Policy, Consent forms, clinical information, any treatment-specific information provided to you, and any separate terms of sale or payment terms that apply to a particular product or service.

Please save or print a copy of these Terms for your records.

2. Who we are

Hormonal Harmony Clinic is operated by HORMONAL HARMONY CLINIC LONDON LIMITED, a company registered in England and Wales.

3. Our role and the nature of our services

We provide online healthcare, wellbeing, hormonal health, diagnostic and treatment-related services. Our services may include online consultations, suitability assessments, diagnostic testing, hormone-related medical assessment, treatment planning, prescription-related support, follow-up support and patient education.

Our services are designed to support adult patients who are seeking professional medical assessment and, where clinically appropriate, treatment options relating to hormonal health. This may include, without limitation, testosterone replacement therapy, hormone optimisation, menopause-related support, weight and metabolic health assessment, diagnostic interpretation and related treatment planning.

We do not guarantee that a consultation, assessment, questionnaire, blood test or diagnostic result will lead to treatment or a prescription. Treatment is only provided where a suitably qualified clinician considers it clinically appropriate, safe and lawful.

Our website may contain educational information about health, hormones, diagnostics, lifestyle and treatment options. Website content is not a substitute for individual medical advice, diagnosis or treatment.

4. Medical emergencies

Our website and services are not intended for medical emergencies or urgent medical situations.

If you believe that you may need urgent medical help, you should call 999, attend Accident & Emergency, contact NHS 111, or speak to your GP or local urgent care service without delay.

You must not wait for a reply from us if you are experiencing severe symptoms, sudden deterioration, chest pain, breathing difficulty, suicidal thoughts, severe allergic reaction, symptoms of stroke, severe bleeding, or any other urgent or potentially life-threatening condition.

5. Eligibility to use our services

You must be at least 18 years old to use our website or services.

Our services are intended for people located in the United Kingdom. We do not represent that our services, medical content, products, prescriptions or treatment pathways are suitable, lawful or available outside the United Kingdom.

We may refuse registration, assessment, consultation, treatment, supply or continued service where we consider that our services are not suitable for you, where we cannot verify necessary information, where clinical safety requires refusal, or where legal, regulatory or operational reasons prevent us from providing the service.

You must not use our services on behalf of another person unless we have expressly agreed to this and the arrangement is lawful and clinically appropriate.

6. Creating an account

Certain parts of our website and services may require registration. You agree to provide accurate, complete and up-to-date information when creating and maintaining your account.

You are responsible for keeping your login details secure and confidential. You must not share your password or allow anyone else to access your account.

You must tell us promptly if you believe that your account has been accessed without permission or that your login details are no longer secure.

We may suspend or disable your account where we reasonably believe there has been a security issue, misuse of the website, breach of these Terms, provision of false information, or any other risk to patient safety or our business operations.

7. Your responsibility to provide accurate medical information

Safe remote healthcare depends on truthful, complete and accurate information from you. You agree to answer all medical questionnaires, consultation questions, follow-up questions and administrative questions honestly and to the best of your knowledge.

You must disclose all relevant information, including symptoms, diagnoses, medication, allergies, previous treatment, medical history, family history, lifestyle factors and any changes in your health.

You must not omit information because you think it may affect whether treatment is offered. If you provide incomplete, misleading or inaccurate information, the clinician may make a decision on an unsafe or incorrect basis.

You are responsible for asking for clarification if you do not understand a question, instruction, treatment plan, warning, label, blood test requirement or medical advice provided to you.

8. Online consultations, questionnaires and clinical review

We may provide consultations through online forms, questionnaires, secure messaging, telephone, video call or other digital communication methods.

Where a prescription-only medicine or regulated treatment is requested, a clinician will review the information you provide and may ask for further information, identity checks, photographs, blood tests, measurements, medical records or GP information before making a decision.

Submission of a questionnaire, booking request or payment does not mean that treatment has been approved. A clinician must first assess suitability and decide whether treatment is clinically appropriate.

If further information is requested, your order, assessment or treatment plan may be delayed until you provide the information requested. If you do not respond within a reasonable period, we may close the request, decline the order or require a new assessment.

Clinical response times are estimates only. We aim to respond within a reasonable timeframe but cannot guarantee a particular response time in every case.

9. Diagnostic testing and blood tests

Hormonal Harmony Clinic may require blood tests, diagnostic tests, measurements, medical records or other investigations before treatment is considered. This is to support safe, evidence-informed clinical decision-making.

You agree to complete any required tests using the method, provider and timeframe specified by us or the relevant clinician, unless we agree otherwise.

Some services may include optional advanced diagnostic interpretation or additional assessment services, such as Metabolic Code-style analysis or broader metabolic and hormonal review. Such services are designed to support understanding and treatment planning but do not guarantee a diagnosis, prescription or treatment outcome.

You are responsible for following the instructions provided with any test kit or laboratory appointment. Incorrect sampling, delayed posting, missed appointments, contamination, insufficient samples or failure to follow instructions may affect results and may require repeat testing.

10. Prescriptions, medication and pharmacy partners

Medication will only be prescribed where a qualified clinician considers it clinically appropriate and lawful. We do not guarantee that any medication, dose, brand, formulation or treatment pathway will be prescribed.

Where medication is prescribed, dispensing and supply may be carried out by a partner pharmacy or other authorised provider. The pharmacy may act in its own professional capacity and may apply its own legal, regulatory and professional obligations.

You must read all packaging, patient information leaflets, dosage instructions and warnings before using any medication. You must use medication only as directed by the prescribing clinician and the pharmacy label.

You must not share, sell, transfer or give prescribed medication to anyone else. Medication supplied to you is for your personal use only.

You must store medication safely, away from children and anyone for whom it has not been prescribed. You must not use medication that is damaged, incorrectly labelled, appears tampered with, has expired, or does not match what was prescribed. Contact us or the dispensing pharmacy if you have any concerns.

11. Treatment plans and follow-up

Where treatment is approved, your treatment plan may include medication, dosage instructions, lifestyle guidance, monitoring requirements, follow-up consultations and repeat blood tests.

You agree to comply with monitoring requirements and follow-up instructions. We may pause, refuse or stop treatment if required monitoring is not completed, if safety concerns arise, if information is missing, or if continuing treatment would not be clinically appropriate.

Treatment outcomes vary between individuals. We do not guarantee symptom improvement, weight loss, hormone changes, fitness outcomes, fertility outcomes, sexual function outcomes, wellbeing outcomes or any other specific result.

You should tell your GP or usual healthcare provider about any treatment prescribed or recommended through us, especially where this may affect existing conditions, medication or ongoing care.

12. Orders, payments and pricing

Prices, fees and payment arrangements will be shown on the website, booking page, invoice, payment screen or service description before you complete a purchase or booking.

Fees may include consultation charges, diagnostic testing charges, subscription charges, treatment charges, medication charges, delivery charges, follow-up charges or other service-related fees.

Where an initial consultation fee is stated as refundable against treatment, the refund or credit will apply only in accordance with the offer terms displayed at the time of booking.

We may change prices from time to time, but changes will not affect services that have already been confirmed unless we have clearly notified you and the change is lawful.

You must provide valid payment details and authorise us or our payment provider to take payment for the services you purchase. We may decline or suspend services where payment is not received, payment fails, chargebacks occur, or payment information cannot be verified.

13. Cancellations, refunds and declined treatment

Cancellation and refund rights may differ depending on whether you have purchased a consultation, digital service, diagnostic test, subscription, medication, personalised service or other healthcare product.

You may lose the right to cancel a service once a clinician has started reviewing your questionnaire, consultation information or medical records, or once a diagnostic, personalised or time-sensitive healthcare service has begun, where this is permitted by law and you have requested that the service starts promptly.

If a clinician decides that treatment is not suitable, we will tell you. Where a payment has been taken for a treatment that cannot be supplied, we will refund any amount that is refundable under the applicable purchase terms. Consultation, assessment, diagnostic or administrative fees may be non-refundable where the relevant service has already been provided or begun.

Prescription medicines, personalised medicines, opened test kits and certain healthcare products may not be returnable or refundable except where faulty, incorrectly supplied, or otherwise required by law.

Nothing in these Terms affects your statutory consumer rights.

14. Subscriptions and ongoing treatment

Some services may be offered on a subscription, recurring payment or ongoing care basis. The relevant price, billing period, minimum term, cancellation process and included services will be explained before you subscribe.

You authorise us or our payment provider to take recurring payments where you choose a subscription or ongoing plan.

You are responsible for cancelling or changing a subscription in accordance with the applicable cancellation process. Stopping use of the service does not automatically cancel a subscription unless the subscription terms say otherwise.

We may pause, vary or cancel ongoing treatment or subscription services where clinically required, where required monitoring is not completed, where payment fails, where medicines become unavailable, or where legal or regulatory requirements change.

15. Use of website content

All text, images, designs, logos, graphics, videos, documents, questionnaires, clinical pathways, tools, software, website structure and other materials on our website are owned by us or licensed to us unless stated otherwise.

You may access and use website materials for your own personal, non-commercial use. You must not copy, reproduce, modify, scrape, distribute, sell, publish, exploit or use our materials for commercial purposes without our written permission.

You must not remove copyright notices, trade marks, disclaimers or other notices from downloaded or printed materials.

If you breach this section, your right to use our website may end immediately and we may require you to delete or return any copied material.

16. Information on our website

Website content is provided for general educational and informational purposes. It is not intended to replace individual medical assessment by a doctor, pharmacist, prescriber or other qualified healthcare professional.

Although we aim to keep information accurate and up to date, healthcare information changes and may not always reflect the latest clinical evidence, guidance, product availability or regulatory requirements.

You should not start, stop or change any medication, treatment, supplement or healthcare plan solely on the basis of website content. You should seek appropriate medical advice before making decisions about your health.

Where our website includes reviews, comments or other user-generated content, those views belong to the person who submitted them and do not necessarily represent our views.

17. Acceptable use of our website and services

You must use our website and services lawfully, responsibly and only for their intended purpose.

You must not use our website or services to provide false information, impersonate another person, register more than once to avoid clinical controls, obtain medication for someone else, abuse staff or clinicians, interfere with the website, introduce malware, scrape content, send spam, or attempt unauthorised access to systems, accounts or data.

Any information, image, document, message or content you upload or submit must be accurate, lawful, non-defamatory, non-abusive, non-obscene, non-discriminatory and must not infringe the rights of another person.

You are responsible for content you submit. You grant us, our clinicians and relevant service providers permission to use, store, copy, review and share submitted content as necessary to provide services, maintain records, comply with law and protect patient safety.

18. Technology, security and viruses

We do not guarantee that our website will be uninterrupted, error-free, secure, free from bugs or free from viruses.

You are responsible for using appropriate device security, browser settings, anti-virus software and internet connection arrangements when accessing our website.

You must not knowingly introduce viruses, trojans, worms, logic bombs, spyware or any other harmful code. You must not attack the website through denial-of-service methods or attempt to gain unauthorised access to our systems.

We may report suspected unlawful activity to law enforcement or regulatory authorities and may disclose relevant information where lawful and necessary.

19. Links to and from our website

Our website may include links to third-party websites, tools, platforms or resources. These links are provided for convenience only. We do not control third-party websites and are not responsible for their content, availability, privacy practices, security or accuracy.

You may link to our homepage in a fair and lawful way that does not damage our reputation or suggest an association, approval or endorsement where none exists.

You must not frame our website, link to restricted areas, or link from any website containing unlawful, misleading, offensive or inappropriate content. We may withdraw linking permission at any time.

20. Our responsibility to you

Nothing in these Terms excludes or limits our liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any rights that cannot be excluded under consumer law.

Subject to the paragraph above, we are not responsible for losses caused by your failure to provide accurate information, your failure to follow medical advice, your failure to complete monitoring, your misuse of medication, your failure to tell your usual healthcare provider about treatment, or your use of the website in breach of these Terms.

We provide the website for personal and domestic use. You agree not to use the website for business or commercial purposes. We are not liable for business losses, loss of profit, loss of revenue, loss of opportunity, business interruption or loss of goodwill.

We are not responsible for indirect or consequential loss, loss caused by events outside our reasonable control, or loss arising from third-party websites, platforms, laboratories, pharmacies, couriers or service providers except where the law makes us responsible.

21. Suspension, restriction or withdrawal of services

We may suspend, restrict, change or withdraw all or part of our website or services for operational, technical, clinical, legal, regulatory, safety or business reasons.

We may suspend or stop providing services to you where you breach these Terms, provide false or incomplete information, behave abusively, fail to complete required monitoring, create a clinical safety concern, fail to pay, misuse medication, or where continued provision would be inappropriate or unlawful.

Where reasonably possible, we will tell you if we need to suspend or stop a service. In urgent clinical, legal, security or safety situations, we may act without advance notice.

22. Complaints and concerns

If you have a concern about our website, customer service, clinical service, treatment pathway, data handling or any other aspect of our service, please contact us using the contact details below.

We will aim to handle complaints fairly and within a reasonable timeframe. Clinical complaints may need to be reviewed by an appropriate clinician or clinical governance lead.

If a complaint relates to a partner pharmacy, laboratory, clinician or other independent provider, we may refer you to that provider or work with them to help resolve the issue where appropriate.

23. Changes to these Terms or our website

We may update these Terms from time to time to reflect changes in law, regulation, clinical practice, service design, technology, pricing, payment arrangements or business operations.

The version published on our website will apply when you use our website or services. Please review these Terms regularly.

We may update, change, suspend, remove or replace website content, service descriptions, clinical pathways, prices, offers, tools or features at any time.

24. Transferring rights and obligations

We may transfer our rights and obligations under these Terms to another organisation, for example in connection with a business sale, restructuring, merger or transfer of services. Where required by law, we will notify you and ensure that your legal rights are not adversely affected.

You may not transfer your rights or obligations under these Terms to another person without our written agreement.

25. If part of these Terms is invalid

If any part of these Terms is found to be invalid, unlawful or unenforceable, that part will be treated as removed or limited to the minimum extent necessary. The remaining parts will continue to apply.

26. Governing law and jurisdiction

These Terms, their subject matter and their formation are governed by the laws of England and Wales.

If you are a consumer, the courts of England and Wales will have jurisdiction, although if you live in Scotland or Northern Ireland you may also bring proceedings in Scotland or Northern Ireland respectively.

If you are using the website or services for business purposes, the courts of England and Wales will have exclusive jurisdiction over any dispute.

27. Contact details

Questions about these Terms, website use, services, complaints or general support should be sent to:

HORMONAL HARMONY CLINIC LONDON LIMITED

Rex Buildings, Alderley Road, Wilmslow, England, SK9 1HY

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Document note: This is a draft for legal review. Before publication, confirm all final service flows, regulated provider arrangements, CQC or professional registration details, pharmacy details, laboratory partners, cancellation terms, refund policy, subscription terms, pricing, complaints process, and contact details.