Terms and Conditions

TERMS AND CONDITIONS

The Female Doctor Group Ltd, a company incorporated in England and Wales under company number 11135853 (“The Female Doctor”, “we” or “us” or “our”) provides online and in-person services. We provide our services and related services (the “Services”) online, via video call, by telephone, or face to face at our premises and through Power Diary.

The provision of Services to you by us, and your use of our Website (or any part thereof) are all subject to these Terms and Conditions (“Terms”).

PLEASE READ THESE TERMS CAREFULLY BEFORE USING ANY OF OUR SERVICES. BY USING ANY OF OUR SERVICES, OR BY ACCESSING OUR WEBSITE, YOU ARE AGREEING TO THESE TERMS WHICH INCLUDE, IN PARTICULAR, YOUR CANCELLATION RIGHTS REFERRED TO IN PARAGRAPH 3.6, THE PRIVACY NOTICE REFERRED TO IN PARAGRAPH 4 AND THE LIMITATIONS ON OUR LIABILITY IN PARAGRAPH 7.

  1. These terms may have changed since you last reviewed them
  2. Where to find information about us and our Services
    • You can find everything you need to know about us, and our Services on our Website before you order. We also confirm information relating to the Services to you in writing after you order by email.
    • We are regulated by the Care Quality Commission (the “CQC”) under provider ID number: 1-16565216527. The CQC monitors, inspects and regulates health and social care services.
    • Our Services are provided for non-urgent circumstances or medical conditions only. If you require medical attention, any other treatment that is urgent, we strongly advise that you contact your NHS General Practitioner (“GP”), other medical practitioner or the emergency services. The Services are in no way designed or intended to replace the services of the NHS or services provided by your GP.
    • With your consent, we will share your medical information with your GP.
  3. When you buy from us you are agreeing that:

We will contact you to confirm we’ve received your booking request for an appointment and to confirm we’ve accepted it.

  • Sometimes we reject appointments
    • Sometimes we reject booking requests for appointments, for example, because we can’t verify your age (where the service is age-restricted) or because you are located outside the United Kingdom. When this happens, we will let you know as soon as possible and refund any sums you have paid.
    • The Services are intended for all suitable users as assessed by our practitioners, who in their professional observation, may determine that we cannot provide our services, if following the first review of your relevant medical history and medication we determine that you are not an eligible user (Eligible User).
    • Eligible Users under 18 years of age who lack capacity to consent to our Services will require us to obtain consent from an adult with parental responsibility. We shall decide whether a young person is able to understand the nature, purpose and possible consequences or complications of treatments we propose. Only if they are able to understand, retain, use and assess this information and clearly communicate their decision to others, can they consent to that treatment. That means we must make sure that all relevant information has been provided and thoroughly discussed before deciding whether or not a young person has the necessary capacity to consent.
  • We charge you when we accept your booking request
    • When paying for your appointment, you will need to provide payment card details when booking. You must have appropriate authority to use the payment card which you use for payment.
    • For some Services we take payment at regular intervals, as explained to you during the order process.
    • If you choose to purchase the Menopause Membership, the first payment as detailed on our Website, will be taken when we accept your appointment for the Services and for all further payments you will be charged at the specified intervals until the contract ends.
    • You will need to provide payment card details at the time of booking for all appointments.
    • Payment processing services are provided by ThriveCart. The details you provide to us via our Website are passed directly to ThriveCart and will be subject to its terms of use and privacy policy (https://thrivecart.com/legal/privacy.html). By inputting payment card details, you are consenting to use of the payment card details by ThriveCart for the purpose of paying for your appointment.
    • We do not store any of your payment card details on our system.
  • We’re not responsible for delays outside our control
    • If our supply of your Service is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay.
    • As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you may contact us at: hello@thefemalehealthdoctor.com to receive a refund for any Services you have paid for in advance, but not received.
  • You’re responsible for making sure your personal information is accurate
    • If we’ve asked you for your personal or medical information relating to the Service, you’re responsible for making sure that the personal and/or medical information is correct.
    • You may be asked to provide additional evidence of such information in advance of your appointment.
    • If we determine that the information you have provided is inaccurate, misleading or fraudulent we have the right to reject your appointment.
  • You have a legal right to change your mind
    • Your legal right to change your mind
      • You may cancel an online or telephone or in-person appointment at any time up to 72 hours before the confirmed start time of your appointment without incurring any cancellation charges, subject to clause 3.6.1.2.
      • You may only cancel a test booking if we have not yet placed a booking with a third-party provider and we may cancel the booking without incurring any cancellation charges. If we have already placed your test booking order, you are not entitled to a refund if choose to cancel the test booking and we have the right to charge you in respect of any cancellation fee, or charge made by a third-party provider to us, due to you cancelling your test booking or terminating your contract with us.
      • Test bookings with third party providers are normally arranged within 48 hours of your appointment with us, however, we will notify you if we have been unable to place your test booking order.
      • Due to the nature of the Services, we need to ensure in advance that we have a medical practitioner available at the chosen date and time to conduct your appointment. Accordingly, you agree that if you cancel an appointment with less than the minimum amount of notice listed above, you are not entitled to a refund. We may in certain limited circumstances offer you an alternative appointment.
    • How to let us know and what happens next.
      • If you change your mind, contact us at: hello@thefemalehealthdoctor.com. For cancellations within the cancellation periods set out in paragraphs 3.6.1.1 and 3.6.1.2 we will refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. We refund you by the method you used for payment. We don’t charge a fee for the refund.
    • We can change Services and these terms
      • Changes we can always make. We can always change a Service:
    • to reflect changes in relevant laws and regulatory requirements; and
    • to make minor technical adjustments and improvements, for example to address a cyber security threat. These are changes that don’t affect your use of the Service.
      • Changes we can only make if we give you notice and an option to terminate. We can also make the following types of change to the Services or these terms, but if we do so we’ll notify you and you can then contact us to end the contract before the change takes effect and receive a refund for any Services you’ve paid for in advance, but not received.
    • We can suspend supply (and you have rights if we do)
      • We can suspend the supply of a Service. We do this to:
    • deal with technical problems or make minor technical changes; or
    • update the Service to reflect changes in relevant laws and regulatory requirements, or current medical best practice; or
    • make changes to the Service (see We can change Services and these terms).
      • We let you know and may adjust the price We contact you in advance to tell you we’re suspending a Service unless the problem is urgent or an emergency. If we suspend the service, we may adjust the price, so you don’t pay for it while it’s suspended. If we suspend a Service, or tell you we’re going to suspend a service, for more than 14 days you can contact us at: hello@thefemalehealthdoctor.com and we’ll refund any sums you’ve paid in advance for Services you won’t receive.
    • We can withdraw services

We can stop providing a Service. We let you know at least 14 days in advance, and we refund any sums you’ve paid in advance for Services that won’t be provided.

  • We can end our contract with you

We can end our contract with you for a Service and claim any compensation due to us if:

  • you don’t make any payment to us when it’s due and you still don’t make payment within 5 days of our reminding you that payment is due; or
  • you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the Service; or
  • you don’t or within a reasonable time of us asking for it, provide us with the medical information and history as requested by our medical practitioners to assess whether you are an Eligible User.
  1. We use your personal data as set out in our Privacy Notice
    • You agree to our use of your personal information as set out in our Privacy Notice (https://www.thefemalehealthdoctor.com/privacy-policy/).
    • In particular, any personal information relating to you that you provide to us or that is generated as a result of your use of the Services (e.g., the results of any consultation with a medical practitioner) may be used to:
      • Provide the Services
      • Provide information to other healthcare providers and professionals
      • Take payment for the Services
      • Provide relevant information to the medical practitioner involved in conducting consultations with you
      • Detect or prevent fraudulent activity; and
      • Comply with requests by any regulatory authority.
    • If you have any concerns in relation to the way we are using your personal data, please contact us at: hello@thefemalehealthdoctor.com.
  2. You have several options for resolving disputes with us
    • Our complaints policy.
      • We welcome all feedback and encourage you to reach out to us at any time at: hello@thefemalehealthdoctor.com. If you express dissatisfaction or have a complaint, we will endeavour to resolve the issue quickly, often at the time they arise. If we are unable to provide you with an immediate resolution your complaint/dissatisfaction will be managed by MEDSU within 7 working days.
      • In the event that you would like to make a formal complaint, please do so as soon as possible. This enables us to investigate and resolve your concerns more effectively.
      • We will acknowledge your complaint within 3 working days of receipt and will aim to have fully investigated it within 25 working days from the date of acknowledgement of your complaint. Any delays will always be communicated to you.
      • You will receive a final letter setting out the result of any investigation. We will ensure that you receive an apology if appropriate, and we will take any and all actions necessary and reasonable to ensure that the problem is not repeated.
    • These terms are governed by English law and wherever you live you can bring claims against us in the English courts.
  3. Prescriptions
    • Our medical practitioners may, based on their medical assessment, issue a private prescription that may be dispensed by our private pharmacy partner, CloudRX whose privacy policy can be found here (https://www.cloudrx.co.uk/privacy).
    • You understand and accept that there is no guarantee that you will approved to receive a prescription following your appointment. All prescriptions are issued at the sole discretion of our medical practitioners.
    • We have no control over or responsibility for the pharmacy partner, or its policies in relation to the acceptance or processing of prescriptions, the dispensing of medication, or delivery. If a prescription we have issued is not processed, dispensed or delivered to you correctly, we recommend that you contact the pharmacy.
  4. Limitation of Liability
    • Nothing in these Terms shall exclude our liability to you for death, personal injury caused by our negligence or for fraud or fraudulent misrepresentation or for any other liability which cannot be excluded or limited under applicable law. Nothing in these Terms shall affect your statutory rights.
    • Except as may be expressly set out in these Terms, representations and warranties relating to the Services or Website are excluded to the maximum extent permitted by law.
    • We shall not be liable for any defects or errors on the Website or the Services nor interruptions in or unavailability of the Services, nor any breach of any obligations due to a cause beyond our reasonable control.
    • Subject to paragraph 7.1 above, and to the extent permitted by law, neither us or any medical practitioner or any third party involved in or connected with the provision of the Services shall be liable for:
      • Any loss, damage or distress arising from reliance on the availability of the Services; or
      • Any indirect, consequential or economic loss, damage or distress (including such loss, damage or distress arising from unauthorised use of or damage to your data or content), incurred by you or any Eligible User of the Services as a result of using the Website.
    • Subject to paragraph 7.1 above, and to the extent permitted by law neither us or any medical practitioner or any third party involved in or connected with the provision of the Services shall be liable for any loss, damage or distress or damages arising in circumstances where the Services for any treatment that is urgent, is an emergency or where a physical face to face examination is required (and hasn’t been booked) or where the issue is suited to non-remote communication. We advise that in any of these circumstances, you contact your GP, other medical practitioner or the emergency services.
    • Without prejudice to the exclusions and other limitations on our liability, our total liability to you in connection with the Services whether under contract, tort, statute, common law or otherwise (and including for negligence or wilful default) shall not in any circumstances exceed £5,000.00 (five thousand pounds).
  5. Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your Service. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.

 

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