1. Terms and Conditions
1.1 Please read these terms and conditions carefully before you arrange an Appointment. These terms and conditions set out who we are, how we will provide the Services to you, how you and we may change or end the Contract, what our liability to you is and other important information.
1.2 We may amend these terms and conditions from time to time and will inform you by email of any significant changes made. Any amendment to the terms and conditions (and therefore the Contract) shall be effective on the date upon which we communicate the changes to you.
1.3 When booking an Appointment, you agree to receive the Services in person at our clinic or via telephone or via video link.
1.4 In choosing to use our website, you are deemed to have read and agreed to the following terms and conditions:
BY RECEIVING THE SERVICES YOU AGREE TO BE BY BOUND BY THESE TERMS AND CONDITIONS. IF YOU DO NOT AGREE TO THESE TERMS AND CONDITIONS, WE WILL BE UNABLE TO PROVIDE THE SERVICES TO YOU.
1.5 If you require emergency or urgent medical attention, we strongly advise that you contact your General Practitioner (GP), or the emergency services. The Services and any Advice are provided for non-urgent circumstances only, and are in no way intended to replace the services of the NHS or your GP.
1.6 The following terminology applies to these Terms and Conditions and Privacy Policy Agreements:
2. Confidentiality and Data protection
2.1 Your privacy and personal information are important to us. Any personal information which you provide to us will be dealt with in accordance with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.
2.2 All information you provide will be treated as confidential and stored securely on our secure system via our System Provider in accordance with UK data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
2.3 Your information is used solely for the purposes of providing medical care, communicating with you, and fulfilling legal or regulatory obligations.
2.3 We may share your medical information with other healthcare professionals (such as your NHS GP) only with your consent, or unless required by law.
3. Booking Appointments for Consultations and receiving Services from us
3.1 Below, we set out how and when a legally binding Contract between you and us is made.
3.2 You can schedule an appointment through our website booking system or by telephone. After your booking is received, you will be sent a confirmation email and a Medical History Questionnaire, which must be completed at least 24 hours prior to your scheduled consultation.
3.3 When you register with us, you agree to provide us with true, accurate and complete information necessary for us to be able to provide the Services. This information may include the following:
3.3.1 Your full name, including any middle names.
3.3.2 Your date of birth.
3.3.3 Your full postal address including post code.
3.3.4 Your mobile telephone number.
3.3.5 Your GP’s name and address.
3.3.6 Medical information gathered through medical and symptom tracker questionnaires or other such questionnaires.
3.4 When you book your Appointment for your Initial Consultation, we will communicate our acceptance of your booking with a Booking Confirmation. The Booking Confirmation will include a link to the medical and symptom questionnaire.
3.5 The Contract will commence on the Effective Date.
3.6 Until and unless we communicate our acceptance of your Appointment for your Initial Consultation with a Booking Confirmation, your request for an Appointment has not been accepted, and no Contract for the provision of Services has been entered into. We may also contact you to say that we are unable to proceed with your Appointment after we have provided our Booking Confirmation. This is typically for the following reasons:
3.6.1 We are unable to carry out the Services at the agreed time of the Appointment (this may be because, for example, we have a shortage of staff) or
3.6.2 We have not received all or part of the Questionnaires.
3.6.3 We have not received payment for the Services or Medicines.
4. Carrying out of the Services
4.1 We will carry out the Services as set out in the relevant Booking Confirmation unless agreed otherwise.
4.2 You acknowledge that our ability to carry out the Services might be affected by events beyond our reasonable control. If this is the case then there might be a delay before we can begin or resume the Services, having made reasonable efforts to limit the effect of any of those events and having kept you informed of the circumstances, but we will try to start or restart the Services as soon as those events have been resolved.
5. Payment
5.1 We accept most credit and debit cards as payment for the Services and Medicines. We do not accept cash or cheques.
5.2 To pay the Charges for the Services and Medicines, you will need to provide us with payment card details at the time of booking your appointment. You must have appropriate authority to use the payment card which you use for payment.
5.3 Your card will be charged immediately at the point of booking your Consultation or upon requesting a prescription for Medicines or at the time of a blood test. Your card will also be charged upon the occurrence of any of the events set out at clause 5.7.
5.4 You agree and authorise us to charge your debit or credit card with all Charges for the Services and Medicines that you have purchased. Any failure of authorisation processes will result in the Services not being provided and any Appointments booked will be cancelled.
5.5 Payment processing services are provided by Stripe. The payment details which you provide to us are passed directly to Stripe and will be subject to its terms of service https://stripe.com/en-gb/checkout/legal and privacy policy https://stripe.com/en-gb/privacy. By inputting payment card details, you are consenting to the use of the payment card details by Stripe for the purpose of paying for your order. If you have any questions relating to these services, please contact Stripe.
5.6 We do not store any of your payment card details on our systems and we shall incur no liability for the failure or data breach by any third-party provider including (but not limited to) Stripe, System Provider, or providers of Associated Services to keep your information secure.
5.7 Your credit card or debit card will only be charged when:
5.7.1 A Consultation has been booked.
5.7.2 A prescription for Medicines has been ordered.
5.7.3 You fail to attend an Appointment and do not cancel it in accordance with the provisions of clause 7.1. Any such failure will incur the full Charges for your Appointment. For the avoidance of doubt, we will charge your credit card for the full amount of the Charges for a Consultation if you do not attend an Appointment and have not contacted us to cancel the Appointment in accordance with the notice period in clause 7.1.
5.8 If your payment is not received by us in accordance with clause 5.7.3, we may charge interest on any outstanding balance at the rate of 4 (four) percentage points per year above Barclay’s Bank plc’s base rate.
5.9 All prices are in pounds sterling (£)(GBP).
6. Nature of the Services
6.1 Oxford Hormone Clinic provides medical advice and treatment for hormonal health, particularly during perimenopause and menopause. Services may include consultations, prescribing medication, lifestyle advice, and arranging investigations where appropriate.
6.2 Our clinicians offer personalised care based on current clinical guidelines and the information you provide. We do not offer emergency services.
6.3 We do not act as a substitute for your NHS GP. We encourage you to keep your NHS GP informed about any treatment or advice received from our clinic. With your consent, we may share relevant information with your GP to ensure continuity of care.
6.4 At the time of booking, you can choose for consultations to be either face-to-face or via telephone or through video link.
6.5 If you are unhappy with the Services, please email us at info@oxfordhormoneclinic.com
7. Your rights to cancel an appointment with us
7.1 You may cancel or reschedule your Appointment for a Consultation or blood test outside 24 hours by giving written notice via email to info@oxfordhormoneclinic.com 24 hours before the confirmed time of your appointment without incurring any fees. Any cancellation with less than 24 hours' notice will incur a full charge for your Consultation, as per our Cancellation Policy. You may not cancel any order for prescription medicines once paid for.
8. Our rights to end the contract with you
8.1 We reserve the right to terminate the provision of all or part of the Services immediately at any time without any liability, by providing you with written notice. Such notice may be provided by email.
8.2 We may end the Contract immediately and cancel your access to the Services:
8.2.1 If we are subject to any laws or regulations which require us to end your use of the Services;
8.2.2 If you direct difficult, harassing, or abusive behaviour towards our members of staff;
8.2.3 If you fail to provide true, clear and accurate information regarding your personal details, medical history and/or symptoms, or identification, including (but not limited to) your failure to provide any of the Questionnaires; or
8.2.4 If you fail to pay the Charges for the Services and Medicines in accordance with the provisions of clause 5 above.
8.2.5 If you fail to attend an Appointment and have not cancelled the Appointment in accordance with clause 5.7.3 above.
9. Effects of cancellation
9.1 If you cancel this Contract in accordance with clause 7 above, we will reimburse all payments received from you unless you requested that we begin providing the Services during the cancellation period, in which case you must pay us:
9.1.1 for the Services we provided up to the time you told us that you want to cancel this Contract, which will be an amount in proportion to the Services performed up to that point in comparison with the full price under this Contract; or
9.1.2 The full price for the Services and Medicines under this Contract, if you lost your right to cancel this Contract because the Services were fully performed during the cancellation period.
9.2 We will make the reimbursement without undue delay, and not later than 14 (fourteen) days after the day on which we were informed about your decision to cancel this Contract.
9.3 We will make the reimbursement using the same means of payment as you used for the initial transaction, unless we have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
9.4 Notwithstanding the above, you may end the Contract with us at any time provided that there are no Charges outstanding upon notice in writing.
10. Pharmacy Services, Prescriptions and Associated Services
10.1 We may prescribe Medicines and/or recommend Associated Services, however we are not responsible for the supply and/or delivery of such prescribed Medicines, or Associated Services which shall in each case be the responsibility of the relevant third party provider which shall have a direct contractual relationship with you.
10.2 All pharmacies are registered with the General Pharmaceutical Council (GPhC) https://www.pharmacyregulation.org/. Information about a specific pharmacy can be found at https://www.pharmacyregulation.org/registers/pharmacy. In addition further information about a pharmacy can be obtained by contacting them directly on the number listed for that pharmacy.
10.3 All prescription Medicines dispensed, and all other products and services supplied by a pharmacy, are dispensed and supplied under that pharmacy’s terms and conditions, a copy of which can be obtained directly by contacting the relevant pharmacy.
10.4 For the purposes of enabling the nominated pharmacy to verify your identification on collection of your prescription, you agree and consent to us sharing basic identification data with the nominated pharmacy. The pharmacy will contact you directly to process the prescription, including to confirm your details and, if the delivery option is selected, to arrange delivery.
11. No Refunds
11.1 You agree to pay for the HCP's time for the Consultation, regardless of the outcome, and accordingly we will not provide refunds for Appointments attended.
11.2 Though this is a privately paying medical clinic, any therapy or medication prescribed shall be (A) done so by the treating physician and (B) solely on a clinical basis. Engaging in discussions regarding prescribing decisions is unlikely to assist either party, and refunds cannot be given based solely on disagreement with the clinician’s decision to prescribe or otherwise.
12. End of the Contract
Termination of the Contract for any reason is without prejudice to any right or remedy accrued by either party immediately prior to the date of termination.
13. Limitation on our liability:
Oxford Hormone Clinic excludes all liability for damages arising out of or in connection with your use of this website, its content and our services. This includes: direct loss, loss of business or profits, damage caused to your computer software, systems and programs and the data thereon or any other direct or indirect, consequential and incidental damages.
Please note that all exclusions and limitations apply only to the extent permitted by law. None of your statutory rights as a consumer are affected.
The Clinic also excludes liability for all content which is or may be provided by any affiliates or any third party. Neither we, nor any third parties, provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. In using this website, you acknowledge that such information and materials may contain inaccuracies, discrepancies or errors, and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It will be your own responsibility to ensure that any products, services or information available through this website meets your needs.
13.1 Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any losses that were not foreseeable to you and us when the contract was formed. To the extent permitted by law, we shall not be liable for:
13.1.1 any loss, damage or distress arising from reliance on information or availability of the associated services or other Services provided by third parties; or
13.1.2 any indirect, consequential or economic loss, damage or distress (including any such loss, damage or distress arising from unauthorised use of or damage to your data or content), incurred by you as a result of the provision of the associated services or services provided by third parties.
13.2 Subject only to the provisions of clause 13.1 above our total liability to you for any one event or series of related events shall not exceed the sum of 100% (one hundred percent) of the total amount paid by you for the Services giving rise to the liability in the 12 (twelve) months preceding the event from which the liability arose.
13.3 Doctors’ registration details and status can be found at www.gmc-org.uk
13.4 Doctors of the Oxford Hormone Clinic are under a duty to provide their services with the knowledge, skill and care in accordance with the GMC. Doctors are also required to carry professional indemnity insurance of at least £1,000,000 per claim.
13.4.1 While we aim to provide high-quality medical advice and treatment, the information provided during consultations is based on the clinical data and personal information you provide. We cannot be held responsible for any issues resulting from incomplete, inaccurate, or withheld information.
13.4.2 Oxford Hormone Clinic is not liable for any adverse effects, allergic reactions, or complications resulting from prescribed medications. Please ensure you read the patient information leaflet provided with your medication and raise any concerns with your prescribing clinician or pharmacist.
13.4.3 We are not responsible for the actions or errors of third-party pharmacies or laboratories.
13.4.4 Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded under applicable law.
13.5 Treatment Plans and Advice provided or offered to you by us are our responsibility.
13.6 We are a separate legal entity to any third party referred to in this Contract, including the System Provider and any supplier of Associated Services.
14. Third-party rights
No one other than a party to this Contract has any right to enforce any term of this Contract.
15. Complaints
15.1 We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with the services we have provided or any other matter, please contact us as soon as possible at info@oxfordhormoneclinic.com.
15.2 All complaints will be acknowledged within 5 working days and responded to in accordance with our internal complaints procedure.
15.3 Our Complaint Handling Policy and Procedure can be accessed via our Website under the Complaints policy.
15.4 If a dispute cannot be resolved in accordance with our Complaint Handling Policy or you are unhappy with the outcome, you may refer it to the relevant governing body: https://www.gmc-uk.org/
15.4 The Contract including these terms and conditions, is governed by English law and subject to the exclusive jurisdiction of the English courts. By using this website provided by Oxford Hormone Clinic, you consent to these terms and conditions without any disputes.
Unauthorised use of this website may be a criminal offence or give rise to a claim for damages from Oxford Hormone Clinic.
16. Ownership & Copyright Notice
The content of the pages of this website is for your general information and use only. It is subject to change without notice, and is the property of Oxford Hormone Clinic. This website contains material owned by, created for, or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance, graphics and website copy. Reproduction of any content on this website is strictly prohibited, other than if written consent is provided by Oxford Hormone Clinic for you to share this content.
17. Links
17.1 You may not create a link to any page of this website without our prior written consent from Oxford Hormone Clinic.
17.2 We may have some external links within the content of this website. Opinions expressed or material appearing on such websites through the links are not always shared or endorsed by us, and should not be regarded as such. These links are provided for your convenience to provide further information. We have no responsibility for the content of the linked website(s).
18. Availability
Oxford Hormone Clinic will make all reasonable efforts to provide you with access to the website 24/7, without interruptions. However, from time to time you may experience disruptions which will be due to essential maintenance or problems beyond our control. These problems may involve suppliers, communications, the Internet, your own computer/device or software failures. For this reason, we do not warrant that the website will be available continuously and Oxford Hormone Clinic shall not be liable for any downtime or disruption in website availability.
19. Cookies
This website uses cookies to monitor browsing preferences, which enables us to retrieve user details for each visit, as well as to enable the functionality of the website and ease of use for those people visiting. Please find our cookies policy on our website under privacy and cookies policy.
20. Communication
20.1 Non-urgent communications may be sent via email. For questions regarding your treatment, you may email us at info@oxfordhormoneclinic.com. We aim to respond within 3 working days.
20.2 Urgent queries should not be directed to Oxford HormoneClinic. If you are experiencing a medical emergency or require immediate care, contact NHS 111 or 999.
Oxford Hormone Clinic
69-71 Banbury Road, Park Town
Oxford, OX2 6PE
Telephone: 01865 589 808
Email: info@oxfordhormoneclinic.com
21. Waiver
No waiver of any of the provisions of this or any Agreement shall ever be effective unless it is stated otherwise in writing by Oxford Hormone Clinic.
22. Notification of Changes
Oxford Hormone Clinic reserves the right to change these conditions at any time. If there are any changes to our privacy policy or terms and conditions, this will be announced on the site’s homepage. You are therefore advised to regularly re-read this statement.
Your chosen use of this website demonstrates your understanding, agreement to and acceptance of these Terms and Conditions.