Terms and Conditions of Service

Please read these terms before booking your appointment.

Version 10/26 · Last updated October 2026

Contents

Please read the following important terms and conditions, which apply to all Services we provide to you. We may update these terms at any time, as explained in Section 2.

Definitions in this Contract

Advice: Any medical advice or information provided by us to you in whatever form, whether by telephone, video call, email or in person.

Appointment: The agreed time for a Consultation arranged and reserved through our booking system.

Associated Services: Health and wellbeing services provided by our third party suppliers.

Booking Confirmation: The email confirming your Appointment for a Consultation.

Charges: The fees for the Services, including Consultations, blood tests and prescription fees, shown in our current rate card at manchestermenopausehive.co.uk/faqs-fees (as amended from time to time) and payable in accordance with Section 6 below.

Consultation: An Initial Consultation or Follow Up Consultation.

Contract: The booking form(s) and these terms and conditions.

Effective Date: The commencement date of the Contract, being the date of the Booking Confirmation for your Initial Consultation.

Follow Up Consultation: Any subsequent Appointments following your Initial Consultation with us for the provision of Advice.

Health Care Professional (HCP): A health care practitioner (doctor, nurse and/or pharmacist) engaged or employed by us who provides Advice and devises and implements the Treatment Plan.

Initial Consultation: Your initial Appointment with us for the provision of certain Advice.

Medical History Form: The Manchester Menopause Hive Limited medical history patient questionnaire or pre-consultation questionnaire.

Medicine: The medicines prescribed as part of the Services.

Menopause Symptom Questionnaire: The Manchester Menopause Hive patient symptom questionnaire.

Overseas: A person who is domiciled outside the UK, Channel Islands and Isle of Man.

Patient: A patient who receives certain Services from Manchester Menopause Hive Limited.

Questionnaires: The Medical History Form and Menopause Symptom Questionnaire completed by you in accordance with Section 4, or such other questionnaires as may be notified to you from time to time in writing.

Remote Consultation: A Consultation conducted via the System Provider video conferencing service or by telephone.

Services: The provision of private medical Advice relating to symptoms of the perimenopause and the menopause, including (but not limited to) the Initial Consultation, any Follow Up Consultation, Treatment Plan and any Associated Services.

Site: Our Manchester Menopause Hive website at www.manchestermenopausehive.co.uk.

System Provider: Our clinical records system and video conferencing service provider.

Treatment Plan: Your treatment plan devised by an HCP to assist with the management of symptoms of the perimenopause and menopause.

we, us, our: Manchester Menopause Hive Limited.

you, your: A Patient.

Contact us

Hale clinic
Manchester Menopause Hive
6 Broomfield Lane
Hale, Altrincham
WA15 9AQ

Sutton Coldfield clinic
Sutton Medical Consulting Centre
(inside Ashfurlong Medical Centre)
233 Tamworth Road
Sutton Coldfield
B75 6DX

Email
info@manchestermenopausehive.co.uk

Telephone
0161 515 2341

Who we are

We are Manchester Menopause Hive Limited, a company registered in England and Wales under company number 13748272. Our registered office is at c/o Murtagh & Co Limited, 36 Arden Close, Balsall Common, Coventry CV7 7NY.

  • We provide the Services in person at our clinics in Hale and Sutton Coldfield, by telephone or via a video conferencing service provided by our System Provider. The Charges for the Services are set out at manchestermenopausehive.co.uk/faqs-fees.
  • The provision of the Services to you by us is subject to these terms and conditions.
  • We are regulated by the Care Quality Commission (the “CQC”). The CQC monitors, inspects and regulates health and social care services. For more details on what this means for you, visit www.cqc.org.uk.
  • We subscribe to the GMC standards of good practice, which can be found at www.gmc-uk.org.

1. General

If you require emergency medical attention, or any other treatment that is urgent, 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.

If you have any questions about this Contract, please contact us by emailing info@manchestermenopausehive.co.uk.

2. Introduction

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.

  • The expressions with capital initials, in singular or plural, have the meaning set out in the Definitions above.
  • Our Services are for adults only. You must be aged 18 or over to register with us and receive our Services.
  • By receiving the Services, you agree to be 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.
  • Your attention is particularly drawn to Section 15 below, which limits our liability to you.
  • We may update these terms and conditions at any time. The latest version will always be published on our Site, showing the date it was last updated. Any update to the terms and conditions (and therefore the Contract) takes effect from the date it is published on our Site. Please check this page from time to time so you are aware of the current terms.
  • When booking an Appointment, you agree to receive the Services through Remote Consultation or in clinic, and we reserve the right to conduct our Appointments either by Remote Consultation or in clinic.

3. Your privacy and personal information

  • Our Privacy Policy is available at manchestermenopausehive.co.uk/privacy-policy.
  • Your privacy and personal information are important to us. Any personal information 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 it, your rights in relation to your personal information, and how to contact us and supervisory authorities if you have a query or complaint about its use.
  • Your personal information will be stored on our secure system via our System Provider.
  • We will contact you about your care by email (sent through our clinical records system), text message and/or telephone, using the details you give us. You do not need to log in to any system to receive our letters or messages. Please keep your contact details up to date and let us know if you would prefer us not to use a particular method.

4. Booking Appointments and receiving Services from us

Below, we set out how and when a legally binding Contract between you and us is made.

  • To make an Appointment for an Initial Consultation, please follow the instructions in the “book an appointment” section of our Site.
  • You are required to register with us, and you agree to provide us with true, accurate and complete information necessary for us to provide the Services.
  • 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 Menopause Symptom Questionnaire and a Medical History Questionnaire.
  • If it has been more than 12 months since your last Appointment with us, you will need to book a new patient Initial Consultation rather than a Follow Up Consultation. This makes sure there is enough time to review your health, medical history and treatment fully. Charges for an Initial Consultation will apply.
  • The Contract will commence on the Effective Date.
  • Until 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 because:

  • we have not received all or part of the Questionnaires;
  • we are unable to carry out the Services at the agreed time of the Appointment (for example, because of a shortage of staff); or
  • we have not received payment for the Services.

When you book online or by telephone, we will ask you to confirm that you want your Services to begin within the 14 day cancellation period described in Section 10, and that you understand you will lose your right to cancel once the Services have been fully performed.

5. Carrying out of the Services

We will carry out the Services as set out in the relevant Booking Confirmation unless agreed otherwise.

You acknowledge that our ability to carry out the Services might be affected by events beyond our reasonable control. If this is the case, there might be a delay before we can begin or resume the Services. We will make reasonable efforts to limit the effect of any such events, keep you informed of the circumstances, and try to start or restart the Services as soon as those events have been resolved.

You are welcome to ask for a chaperone at any in-person Appointment. Where possible, please let us know when booking so we can arrange this.

6. Payment

We accept most credit and debit cards as payment for the Services. We do not accept cash or cheques.

In order to pay the Charges, you will need to provide payment card details at the time of booking your appointment. You must have appropriate authority to use the payment card you use for payment.

We require valid payment card details to be provided and kept on file before any Appointment can take place. This allows us to take payment for any additional Charges that arise from your care, such as blood tests and prescription fees.

You agree and authorise us to charge your debit or credit card with all Charges for the Services you have purchased.

Payment processing services are provided by Stripe. The payment details you provide are passed directly to Stripe and are subject to its terms of service and privacy policy. By entering payment card details, you consent to the use of those details by Stripe for the purpose of paying for your order. If you have any questions about these services, please contact Stripe.

We shall incur no liability for the failure of, or data breach by, any third party provider, including (but not limited to) Stripe, the System Provider, or providers of Associated Services, to keep your information secure.

Your credit or debit card will only be charged when:

  • an Initial Consultation or Consultation has been booked;
  • additional Charges arise from your care, such as blood tests and prescription fees; or
  • you cancel, reschedule or do not attend an Appointment without giving the notice required in Section 8.

When we take payment. Payment for new patient Appointments, and for any Appointment booked online, is taken at the time of booking. Payment for Follow Up Consultations not paid for at the time of booking may be taken using the card on file up to 7 days before the Appointment. If card authorisation fails and we have not received payment 48 hours before your Appointment, we may cancel the Appointment.

If your payment is not received by us in accordance with this Section 6, we may charge interest on any balance outstanding at the rate of 4 (four) percentage points per year above Barclays Bank plc’s base rate.

We reserve the right to adjust our Charges at any time. Our current Charges are always shown on our Site. Any change to our Charges will not affect Appointments you have already booked and paid for.

We do not sell or supply Medicines. Where we charge a prescription fee, this covers the cost of issuing a private prescription. The cost of the Medicine itself is paid directly to the dispensing pharmacy.

All prices are in pounds sterling (GBP £).

7. Nature of the Services

We provide perimenopause and menopause medical consultation services and advice.

If you are unhappy with the Services, please contact us using the details in the Contact us section above.

8. Your rights to cancel an Appointment with us

You may cancel your Appointment for a Consultation by giving at least 48 working hours’ written notice before your Appointment time without incurring any fees. Working hours exclude weekends and bank holidays. Any cancellation with less than 48 working hours’ notice will incur the full charge for your Consultation.

The same notice period applies if you wish to reschedule an Appointment. Requests to reschedule with less than 48 working hours’ notice will be treated as a late cancellation and the full charge will apply.

If you wish to cancel an Appointment, please contact us using the details in the Contact us section above.

Late arrival. If you arrive more than 10 minutes late for an in-person Appointment, or join a Remote Consultation more than 10 minutes late, we may not be able to see you. In that case the Appointment will be treated as missed and the full Charges will apply. If we are able to see you, your Appointment will still finish at the scheduled time.

If we need to cancel. If we need to cancel or move your Appointment, for example because a Health Care Professional is unwell or unavailable, we will contact you as soon as possible. You can choose to rebook at no extra cost or receive a full refund for that Appointment.

9. Our rights to end the Contract with you

We reserve the right to end the provision of all or part of the Services at any time by giving you written notice, which may be provided by email. If we do so for a reason other than those listed below, we will refund any Charges you have paid in advance for Services you have not yet received.

We may end the Contract immediately and cancel your access to the Services if:

  • we are subject to any laws or regulations which require us to end your use of the Services;
  • you direct difficult, harassing or abusive behaviour towards our members of staff;
  • 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) failing to provide any of the Questionnaires;
  • you fail to pay the Charges for the Services in accordance with Section 6 above; or
  • you fail to attend an Appointment and have not cancelled it in accordance with Section 8 above.

10. Your right to cancel your Contract with us

If you enter into the Contract with us remotely (by telephone or online), you have the right to cancel this Contract (the agreement between you and Manchester Menopause Hive Ltd) by written notice received within 14 (fourteen) days of the Effective Date, without giving any reason. However, you do not have the right to cancel if you have asked us to start providing the Services during this 14 day cancellation period and the Services are fully performed (that is, the work is completed) during this period.

To exercise the right to cancel, you must inform us of your decision by letter sent by post or by email, using the details in the Contact us section above.

This 14 day right to cancel the Contract is separate from, and does not override, our Appointment cancellation and rescheduling policy in Section 8. If you have asked us to begin providing the Services within the 14 day period, the notice requirements and Charges in Section 8 still apply to any Appointment you cancel, reschedule or do not attend.

11. Effects of cancellation

If you cancel this Contract in accordance with Section 10 above, we will reimburse all payments received from you, unless you asked us to begin providing the Services during the cancellation period. In that case you must pay us:

  • for the Services we provided up to the time you told us you want to cancel this Contract, in proportion to the Services performed up to that point compared with the full price under this Contract; or
  • the full price for the Services under this Contract, if you lost your right to cancel because the Services were fully performed during the cancellation period.

We will make the reimbursement no later than 14 (fourteen) days after the day on which we are informed of your decision to cancel this Contract.

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.

Notwithstanding the above, you may end the Contract with us at any time by notice in writing, provided there are no Charges outstanding.

12. Prescriptions, blood tests, your GP and Associated Services

Prescribing. A Consultation does not guarantee that you will be prescribed any Medicine. Our Health Care Professionals will only prescribe where they judge it to be clinically appropriate and safe for you, and may decline to prescribe or may recommend an alternative. To continue receiving prescriptions from us, you must attend the reviews your Health Care Professional advises, which for hormone replacement therapy (HRT) will be at least every 12 months, or more frequently if your Health Care Professional recommends it, and complete any monitoring they ask for, such as blood tests or blood pressure readings. We may stop issuing prescriptions if reviews or monitoring are not kept up to date.

Blood tests. Where blood tests are recommended, samples are processed by an accredited third party laboratory. Results are usually available within 7 working days, although some tests may take longer. Your Health Care Professional will review your results and let you know the outcome and any next steps, either in writing or at a follow-up Appointment. Blood tests are charged separately from Consultations, at the price shown on our Site at the time of booking the test.

Your GP. With your consent, we will send a copy of your clinic letter, including your Treatment Plan and any prescriptions, to your registered GP, so that your medical records stay complete and your care is safe. We will ask for your consent, and you can change your mind at any time by letting us know. In some cases we may not be able to prescribe safely without your GP being informed. Your GP is not obliged to take over prescribing of any Medicine we recommend, or to arrange tests or treatment on our behalf.

Pharmacy services and Associated Services

We may prescribe Medicines and/or recommend Associated Services. However, we are not responsible for the supply and/or delivery of such Medicines or Associated Services, which are in each case the responsibility of the relevant third party provider, who will have a direct contractual relationship with you.

All pharmacies are registered with the General Pharmaceutical Council (GPhC). Information about a specific pharmacy can be found on the GPhC register, or by contacting the pharmacy directly on its listed number.

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 from the relevant pharmacy.

Pharmacy issues. Our private prescriptions are usually dispensed by CloudRx. Once your prescription has been issued, the pharmacy is responsible for dispensing and delivering your Medicine. We cannot be held responsible for any pharmacy issues, including stock shortages, delays in dispensing, or delayed, lost or damaged deliveries. Please contact CloudRx directly to resolve any of these issues. If your prescription itself needs to be changed or reissued, please contact us.

To enable 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.

13. No refunds

You agree to pay for the Health Care Professional’s time for the Consultation regardless of the outcome, and accordingly we will not provide refunds for Appointments attended.

This does not affect your statutory rights. If you believe a Service was not provided with reasonable care and skill, please contact us using the details in the Contact us section above.

14. End of the Contract

Termination of the Contract for any reason is without prejudice to any right or remedy accrued by either party immediately before the date of termination.

15. Limitation on our liability

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:

  • any loss, damage or distress arising from reliance on information, or reliance on the availability of the Associated Services or other Services provided by third parties; or
  • any indirect, consequential or economic loss, damage or distress (including any 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.

Subject only to the provisions of this Section 15, our total liability to you for any one event or series of related events shall not exceed 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.

HCPs are independent specialists registered with the relevant governing body in the UK, for example the General Medical Council (GMC), the Nursing and Midwifery Council (NMC) and the General Pharmaceutical Council (GPhC). Their registration details and status can be found at www.gmc-uk.org, www.nmc.org.uk and www.pharmacyregulation.org.

MEDSU is our Designated Body. Our doctors take part in annual appraisal and revalidation through MEDSU, which provides their Responsible Officer. You can find out more at medsu.org.

Our Health Care Professionals work either as employees of Manchester Menopause Hive Limited or as independent contractors. In either capacity, they are under a duty to provide their services with the knowledge, skill and care required by the GMC, NMC and GPhC guidelines and regulations as applicable. Doctors are also required to carry professional indemnity insurance of at least £1,000,000 per claim.

The Advice and Services provided or offered to you by a Health Care Professional who is not an employee of Manchester Menopause Hive Limited are the sole responsibility of that Health Care Professional. Where appropriate, the third party Health Care Professional will provide us with reports and diagnoses so that we can provide a bespoke Treatment Plan for you.

We are not able to guarantee the availability of any particular Health Care Professional.

Treatment Plans and Advice provided or offered to you by us are our responsibility. We are a separate legal entity from any third party referred to in this Contract, including the System Provider and any supplier of Associated Services.

16. Availability of Remote Consultation services

We will do our utmost to ensure that Remote Consultations are uninterrupted. However, due to the nature of the internet, this cannot be guaranteed.

In the unlikely event of a problem with, or unavailability of, Remote Consultations, and while we assume no liability in connection with this:

  • we will use reasonable efforts to ensure the System Provider restores the video conferencing service; and
  • we will try to contact you by telephone to continue the Initial Consultation or subsequent Consultation(s).

For Remote Consultations, please join from a private, quiet space where you can speak freely, and have photo identification available, as we may ask to see it. Please do not record any Consultation, by audio or video, without first asking for and receiving the agreement of your Health Care Professional.

17. Third party rights and general terms

No one other than a party to this Contract has any right to enforce any term of this Contract.

Severability. If a court or other competent authority decides that any part of this Contract is invalid or unenforceable, the remaining parts will continue in full force and effect.

Entire agreement. This Contract is the entire agreement between you and us about the Services, and replaces any earlier terms, discussions or understandings about them.

18. Overseas patients

If you are not domiciled in the UK, Channel Islands or Isle of Man, you are unable to register with us.

You must be physically located in the UK at the time of your Initial Consultation, whether it takes place in clinic or as a Remote Consultation.

19. Disputes

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 using the details in the Contact us section above.

Our Complaint Handling Policy and Procedure is available at manchestermenopausehive.co.uk/complaints-policy.

If you have completed our complaints process and remain unhappy with the outcome, you can ask for your complaint to be independently reviewed by MEDSU, our Designated Body, which also provides our independent complaints adjudication service. Concerns about one of our doctors can also be raised with their Responsible Officer through MEDSU. Further information is available at medsu.org, or we can provide details on request.

Separately, serious concerns about a Health Care Professional’s fitness to practise can be raised with the relevant regulator:

This agreement is governed by the laws of England & Wales, and any claims or disputes arising shall be subject to the exclusive jurisdiction of the courts of England & Wales.

Manchester Menopause Hive Ltd · Company no. 13748272 · Registered office: c/o Murtagh & Co Limited, 36 Arden Close, Balsall Common, Coventry CV7 7NY · Terms version 10/26