Terms & Conditions

Last Updated: 17th June 2026

The Menopause Medic is a trading name of Willow Medic Ltd, a company incorporated in England and Wales under company number 13064981. The Menopause Medic (“we” or “us”) provides a clinical assessment and treatment service via our secure online patient portal, end-to-end encrypted video consulting platform, and in person at our clinic location in Berkhamsted, Hertfordshire (the “Clinic”).

We are passionate about providing high quality, evidence-based and bespoke treatment to patients who suffer from symptoms associated with the menopause and perimenopause. We can also offer treatment for enhancing the treatment of some hormone related conditions. We provide this service and related services (the “Services”) through the website and our secure clinical management system.

The provision of services to you by The Menopause Medic are subject to these Terms and Conditions (“Terms”). Please read these terms carefully before using any of the services. If you do not understand or agree to and accept these terms in full, you are not authorised to use or access our services and you should not use them.

1. Important Emergency Notice

Our services are not suitable for any emergency medical situation or for any diagnosis or treatment that requires a physical examination. If you are in an emergency situation (or you think there is the opportunity for the situation to escalate to one considered to be an emergency situation) or you require urgent or emergency treatment, you must contact the emergency services by dialling 999 or seek other emergency medical services.

2. Definitions

“Advice” means any advice or information provided (whether through voice communication, video or electronically or in writing) by The Menopause Medic or via our secure patient portal.
“The Menopause Medic Clinician/Doctor” means a medical practitioner employed or engaged by Us who will formulate and implement a Treatment Plan.
“Services” means those services that we agree to provide to you which may include Advice, providing access to Doctors, formulation of Treatment Plans, provision of Treatments, arrangement of investigations, referrals to specialists, prescription of medicines, and the sale of Products.
“Treatment” means the Advice, procedures, tests and medications provided to you in accordance with your Treatment Plan.
“Treatment Plan” means the bespoke treatment plan formulated for you by us based on results of tests, medical reports and diagnoses from Doctors, and other relevant information provided by you.

3. About The Menopause Medic

We provide a service that allows users to have a clinical consultation in person or via our online video consultation platform with Doctors on a paid-for and private basis, and aims to facilitate the purchase of hormone replacement medications by users.

Users may choose to collect their prescription from any pharmacy using an original ink-signed prescription, or have a prescription sent securely to our online pharmacy partner, Pharmacierge, who will deliver licensed HRT medications to you (fees apply). We provide treatments to women over the age of 18.

The Menopause Medic has a third-party Practising Privileges agreement with Carmenta Life (Euro Health Service Ltd) who are regulated by CQC (https://www.cqc.org.uk/location/1-2013212771).

The Menopause Medic is not responsible for the dispensing, supply and/or delivery of any medication, treatment, product or service prescribed to you or ordered by you. All pharmacies are registered with the General Pharmaceutical Council (GPhC). If you require emergency medical attention, any other treatment that is urgent, or a physical face-to-face examination, we strongly advise that you contact your General Practitioner (“GP”), 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.

4. Registration, Eligibility, and Data Storage

When you register with us, you agree to provide us with your full name, date of birth, full postal address, your GP name and address, and a photo ID for identification purposes.

Medical Records & Data Processing: In order to provide you with medical services and fulfill our contract with you, we are required to collect and securely store your personal and health data. This information is processed under the lawful basis of the provision of healthcare and our legal obligation to maintain accurate medical records, in accordance with UK GDPR and the Data Protection Act 2018. A copy of your identification will be stored securely in your medical record for future identification purposes.

5. Patient Responsibilities and Expectations

By using the Services, you agree and undertake that:

You will disclose all relevant information truthfully to the best of your knowledge. Failure to do so may affect the advice and medicines prescribed to you, for which we cannot be held responsible.
You are at least 18 years old and are not registering on behalf of anyone other than yourself.
In the interests of maintaining privacy and security of information, you will not make any private copies or recordings of video or audio consultations.
You will comply with any instructions given in relation to any prescription provided to you (including route of administration, timing, and dosages) and will promptly report any side effects to the doctor.
You will not permit any unauthorised person to access your prescription or use medication prescribed to you.
If medication is prescribed and dispensed to you, you are responsible for checking that the medication dispensed by the pharmacy is correct and undamaged before use.

6. Use of the Patient Portal & Technical Requirements

As part of our services, you will be provided access to a secure online patient portal to manage appointments, complete forms, and view clinical summaries. You are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account.

Access relies on you having a sufficient internet connection (we recommend at least 3MB/s of available bandwidth for a Live Consultation) and an appropriate device (Windows 10 or Mac OS X 10.11.6 or newer, using Google Chrome). We will not be able to refund your fee if you are unable to connect as a result of a poor internet connection or unsupported operating system.

We will do our utmost to ensure availability of the services, but we cannot guarantee uninterrupted access. In the event of a lost connection, the doctor will endeavour to contact you to re-initiate the consultation or contact you by telephone. We will attempt to limit the frequency and duration of any such suspension or restriction.

In the unlikely event of a problem with the provision, or the unavailability, of the services:

(i) We will use our reasonable efforts to restore the services and rectify any defects;

(ii) We will try to contact you by telephone to continue the consultation;

(iii) You will not be required to pay or (if applicable) you shall be entitled to a refund for any service or product purchased where we have caused such defect and we were unable to provide you with the service or product following your purchase.

7. Consultations and Prescriptions

You must have available a photo proof of identity to show the Doctor at the start of your video consultation. At the beginning of each consultation, the clinician will perform a 3-point Identity check and confirm your location for emergency safeguarding purposes.

If the doctor decides that you are suitable for treatment, they may issue a private prescription. You understand and accept that there is no guarantee you will receive a prescription; they are issued at the sole discretion of the Doctor based on clinical need.

You agree and consent to us sharing basic identification data with the nominated pharmacy to enable them to verify your identification upon collection or delivery of your prescription. All prescriptions issued are only valid at approved UK pharmacies. If a prescription is not processed, dispensed, or delivered correctly, we recommend you contact the nominated pharmacy directly. The Menopause Medic has no control over or responsibility for any individual pharmacy, or its policies in relation to the acceptance or processing of prescriptions, the dispensing of medication, or delivery or opening times.

If a prescription issued to you by the doctor is not processed, dispensed or (if applicable) delivered to you correctly; we recommend that you contact the nominated pharmacy. You may, in these circumstances, be entitled to a refund from the relevant pharmacy. You will not, however, be entitled to a refund for the fees you have paid for the video consultation itself.

8. GP Notification and Shared Care

In accordance with General Medical Council (GMC) guidelines, we strongly encourage sharing your treatment details with your regular General Practitioner (GP) to ensure safe continuity of care. At the end of your consultation, we will offer to send a clinical summary and medication list to your GP. While you have the right to decline this communication, if you do so, it remains your sole responsibility to notify your GP of any treatments or medications you receive from us. Please note that in a medical emergency or safeguarding situation, we may be legally required to contact healthcare professionals or emergency services without your explicit consent.

9. Fees, Payment, and Cancellations

New consultation: £295
Follow up: £195
Repeat Prescriptions: £35
Extra Admin/Letters: £50

We take payment at the point of booking to secure the appointment. Payment processing services are provided securely by Stripe, and we do not store your payment card details on our systems. 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 at privacy@stripe.com. All licensed medication prescribed to you must be paid for directly to the dispensing pharmacy.

Cancellations: We offer full refunds if there is a change or cancellation prior to 48 business hours in advance of the appointment. Should you wish to reschedule within this 48-hour window, there is a £100 admin charge. Should you cancel with less than 48 business hours’ notice, no refund will be offered.

10. Limitation of Liability and Indemnity

All Doctors are independent specialists registered with the General Medical Council in the UK. Doctors are obliged to provide their services with knowledge, skill, and care in accordance with GMC guidelines and are required to carry professional clinical indemnity insurance of at least £5,000,000 per claim.

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation. Subject to this, our total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise, arising in connection with the performance of the Services shall be limited to the total fees paid by you for the Services in the preceding 12 months.

We shall not be liable to you for any loss of profit, loss of business or for indirect or consequential loss whatsoever which arise out of or in connection with the Services provided. We also do not warrant or make any representation as to the accuracy of any links, articles, or educational publications on the Website, which should not be construed as direct medical advice unless provided directly to you by a Doctor.

11. Complaints Procedure

We are committed to providing a high-quality independent healthcare service. It is recognised that there may be occasions when patients may wish to complain about some aspect of the service. If you feel you wish to discuss an issue or make a complaint, please email us at info@themenopausemedic.com detailing what you are unhappy about, when the incident took place, and what staff were present.

We will acknowledge your complaint within 3 working days.
A full investigation will be carried out and you will receive a full written response within 20 working days. If a full response cannot be given within 20 working days, we will write to explain the reason for the delay.
Escalation: If you remain unhappy after we have responded to your complaint, you may escalate your complaint to access an independent complaints resolution procedure via the Independent Doctors Federation (IDF).
- Address: IDF CEO, The Medical Society of London, Lettsom House, 11 Chandos St, Marylebone, London W1G 9EB
- Tel: 020 3696 4080
- Email: info@idf.uk.net

12. Governing Law and Communication

You accept that communication with us will be mainly electronic (email or portal notices), and you acknowledge that such electronic communications comply with any legal requirement that communications be in writing.

This Agreement is governed by the laws of England and Wales, and the courts of England and Wales shall have jurisdiction to hear any disputes arising in connection with it.

replaced heydoc with generic term so that you upgrade/change EHR without having to update the T&C

Updated to reflect correct legal terminology

Keep it generic to allow future updates without having to update the T&C

Updated limits and indemnity to reflect current working practices in healthcare sector

Katie

I cannot recommend Dr Fionnuala at The Menopause Medic highly enough. After my initial consultation today, I walked away feeling like a massive weight had been lifted. For the first time, my perimenopause symptoms were met with genuine empathy and expert knowledge. Fionnuala helped me understand my body so much better and took away the feeling that I was somehow 'failing.' I left the appointment feeling incredibly positive, hopeful, and armed with a bespoke plan. Most importantly, she made me realize I am not alone. Thank you, Fionnuala!

Jayshree

Dr Fionnuala Barton is genuinely excellent — one of the most thorough and knowledgeable menopause specialists I've come across. She takes the time to properly listen, joins the dots across symptoms rather than treating them in isolation, and always explains the reasoning behind her recommendations clearly. She's a real advocate for women's hormonal health, and nothing ever feels rushed or dismissed. I've felt genuinely supported and taken seriously at every appointment. Can't recommend her highly enough!

Nicola

Dr Barton is truly fantastic. I always come away with an action plan in place. I feel lucky to be in her care. I would highly recommend.

Melissa

Dr Barton continues to be the most professional and empathetic support to me through my menopause journey. Her response time to any queries I may communicate is exceptional, offering the latest science backed advice and considered follow up care. I wholeheartedly recommend her to anyone searching for an answer to their menopause symptoms. Rest assured, you will be in excellent hands:)

Rina

A thorough consultation and compassionate experience with just the right detail and a consultative approach to deciding on next steps.

Elaine

I felt incredibly positive after today’s appointment. Dr Barton’s treatment plan is working an absolute treat. She listens to me and explains every single detail. Dr Barton wants so much to help you. Fabulous.

Carmen

My experience with Jessa Morton from Menopause Medic it was a very friendly and professional in some time .Doctor Jessa Morton help me to understand my symptoms and try to find a HRT witch it is best for me .I really recommend ,see you in 3 months

Foxy

Felt heard for the first time in a long time

Samantha

After feeling off track with my current HRT programme and struggling with ongoing menopause symptoms, I had an appointment with Dr Barton. I was immediately reassured by her depth of knowledge and holistic approach. We discussed not only the typical menopause symptoms, but also diet, exercise, and overall wellbeing, both for the present and long term. I left the appointment feeling optimistic and confident that, with Dr Barton’s guidance, my HRT plan will be carefully tailored to me. There was no ‘one-size-fits-all’ approach; instead, she takes the time to create a bespoke, considered plan that can be adjusted whenever needed. For the first time in a while, I feel reassured that I’m on the right track, ongoing tweaks, annual reviews and support are there whenever I need them.