Terms and Conditions (Supply)

These terms
1. These are the terms and conditions on which we supply products to you, whether these are goods, services.
2. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract between us, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
3. Our website is solely for the promotion of our products and services in the UK. Unfortunately, we do not accept orders from or deliver to addresses outside the UK or to people currently resident outside the UK.
4. We may amend these terms from time to time. Each time you wish to purchase goods or service from us, please check these terms to ensure you understand the terms that apply at that time. [These terms were most recently updated on March 1^st, 2021.
Information about us and how to contact us
1. We are My Menopause Centre Limited a company registered in England and Wales. We are registered in England and Wales, our company registration number is 12586554 and our registered office is at Unit 2.02, High Weald House, Glovers End, Bexhill, East Sussex, TN39 5ES.
2. We are regulated by the Care Quality Commission.
3. You can contact us by any of the following methods:
  - emailing us at: hello@mymenopausecentre.com
  - calling our customer service team at: 0333 444 1067
4. If we have to contact you we will do so by writing to you at the email address you provided to us on booking your consultation or ordering and products.
5. When we use the words “writing” or “written” in these terms, this includes email.
6. We will assign an order confirmation number to any order you make through our website which will be on our acceptance email. It will help us if you can tell us the order number whenever you contact us about your order.
Our Services
1. The following services are available from our website:
  - a questionnaire asking about your menopause symptoms; and
  - a video or telephone consultation with our menopause clinic where our doctors can offer personalised advice and support, issue prescriptions and recommend blood tests.
2. Details of our services are provided on the product page.
3. Our Menopause Questionnaire and assessment is provided for free. On completion of the Questionnaire you may decide to book a consultation with one of our specialists, for which charges will apply.
4. If our doctors provide you with a prescription they may refer you to the Phamarcierge website to order your prescription or you can request the prescription is sent to your GP or to your home address.
5. If our doctors recommend a blood test they may refer you to the Medichecks website to order your blood test.
Completing the Menopause Questionnaire
1. You can complete our Menopause Questionnaire to see where you are on your menopause journey here
2. By completing our questionnaire, you confirm that:
  - you agree to answer all questions honestly, accurately and completely;
  - you are a permanent resident in the United Kingdom;
  - you are over 18; and
  - you have read and accepted these terms and conditions and our Privacy Policy
  - If any of these do not apply, My Menopause Centre accepts no responsibility for any results of your completed questionnaire.
3. Once you have completed the Menopause Questionnaire, and if you have consented to be sent an email with the results, the results will be emailed to you. This generally happens within a few minutes.
4. If you have any issues in receiving the results of your Menopause Questionnaire, you can contact us on the contact details above.
Booking a Consultation
1. You can book your consultation with us via the links on the website. You will be prompted to choose a time and date and to make a payment.
2. We will email you to confirm your booking and accept your order, at which point a contract will come into existence between you and us.
3. We may not always be able to accept your booking, this might be because:
  - The time slot you chose was not available. While we will make every effort to ensure that the time slots on the website are up to date, we cannot always guarantee the advertised time slots will be available;
  - we have identified an error in the price or description of the services;
  - we have not received from you the appropriate identification documents requested from you;
  - we cannot verify from the identification that you have provided that you are over the age of 18 and/or currently resident in the UK; or
  - we have declined your booking because we believe our services are not appropriate for you.
4. If we are unable to accept your booking, we will inform you of this in writing and will not charge you for the consultation. We may invite you to choose an alternative time slot or let you know of any further information we may require in order to offer a consultation.
5. If you think that we have incorrectly rejected your booking, you can contact us using the contact details above.
Changing or Cancelling your Consultation
1. You may change or cancel your consultation booking up to three days before the date of the consultation at no cost.
2. You can cancel your booking by calling us on 0333 444 1067 or emailing us at hello@mymenopausecentre.com.
3. We will email you to confirm your new booking, your booking will not be amended until you have received our confirmation email.
4. If you notify us that you want to amend your booking and despite our reasonable efforts we are unable to contact you or re-arrange the consultation we may cancel the appointment. We will refund any sums paid by you for services not provided, but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of the cancellation.
5. If you choose to cancel more than three days before the date of the consultation we will refund the full price of the consultation.
6. If you choose to cancel the appointment less than three days before your consultation or if you do not attend the consultation at the arranged date and time (and you do not have a good reason for this) we will be entitled to retain any sums paid by you for services not provided.
7. If the consultation is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any service you have paid for but not received.
8. We may make certain changes to the services we provide, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a full refund for any services paid for but not received.
9. You have the right to change your mind and cancel a contract for services up to 14 days after the day we email you to confirm we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind. Where we perform the services within the 14 days from the date we accepted your order you accept:
  - that you confirmed when booking our services that you would have immediate access to the services, and
  - you acknowledge that in receiving the services within the cancellation period you will not have a right to cancel and may not receive a refund for services already received.
Prescriptions
1. Our doctors may, based on their medical assessment, issue a private prescription that may be dispensed by our private pharmacy partner or other pharmacy nominated by you. All prescriptions are only valid at approved UK pharmacies.
2. You understand and accept that there is no guarantee that you will be approved to receive a prescription following your consultation. Prescriptions are issued at the sole discretion of our doctors.
3. We have no control over or responsibility for the pharmacy partner or any other 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 we have issued is not processed, dispensed or (if applicable) delivered to you correctly we recommend that you contact the pharmacy. You may, in these circumstances, be entitled to a refund from the relevant pharmacy. We will not refund any payment for the consultation.
4. We have no control over or responsibility for Medichecks or any blood test or other service they provide. If a blood test or other service we have recommended is not processed we recommend that you contact Medichecks. You may, in these circumstances, be entitled to a refund from Medichecks. We will not refund any payment for the consultation.
Our goods
1. We may offer goods for sale on our website from time to time.
2. The images of the goods on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the goods. Your goods may vary slightly from those images. Although we have made every effort to be as accurate as possible all sizes, weights, capacities, dimensions and measurements indicated on our website have a [2]% tolerance.
3. The packaging of the goods may vary from that shown in images on our website.
Ordering our goods
1. You can purchase goods from our website by following the instructions on the product or order page.
2. We will email you to confirm we have received your order.
3. We will email you when we accept your order, at which point a contract will come into existence between you and us.
4. We may not always be able to accept your order, this might be:
  - because goods are out of stock,
  - because of unexpected limits on our resources which we could not reasonably plan for,
  - because we have identified an error in the price or description of the goods, or
  - because we are unable to meet a delivery deadline you have specified.
5. We may have to suspend the supply of goods to:
  - deal with technical problems or make minor technical changes;
  - update the goods to reflect changes in relevant laws and regulatory requirements;
  - make changes to the goods as requested by you or notified by us to you (see 10.1).
6. Where possible we will contact you in advance to tell you we will be suspending the supply of the goods, unless the problem is urgent or an emergency. You may contact us to end the contract for goods if we suspend the item, or tell you we are going to suspend it, for a more than [1 month] period and we will refund any sums you have paid in advance for the goods.
Making changes to goods
1. If you wish to make a change to goods you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract.
2. We may change the goods:
  - to reflect changes in relevant laws and regulatory requirements; and
  - to implement minor technical adjustments and improvements, for example, to address a security threat. These changes will not affect your use of the goods.
3. In addition, as we informed you in the description of the goods on our website, we may make certain changes to these terms or to the goods, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any goods paid for but not received.
Providing the goods
1. The costs of delivery will be as displayed to you on our website.
2. During the order process we will let you know when we will provide the goods to you. We will contact you with an estimated delivery date for goods, which will be within not more than 30 days after the day on which we accept your order.
3. If our supply of the goods is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any goods you have paid for but not received.
4. If no one is available at your address to take delivery of goods and you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.
5. If we miss the delivery deadline for any goods then you may treat the contract as at an end straight away if any of the following apply:
  - we have refused to deliver the goods;
  - delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
  - you told us before we accepted your order that delivery within the delivery deadline was essential.
6. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under 11.5, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.
7. If you do choose to treat the contract as at an end for late delivery under 11.5 or 11.6, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled goods and their delivery. If the goods have been delivered to you, you must either post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 0333 444 1067 or email us at hello@mymenopausecentre.com for a return label or to arrange collection.
8. The goods will be your responsibility from the time we deliver them to the address you gave us.
9. You own the goods once we have received payment in full.
10. We may need certain information from you so that we can supply goods to you, for example, verification of age. If so, this will have been stated in the description of the goods on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the goods late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
Cancelling your order for goods
1. If you have ordered goods you have 14 days to cancel after the day you (or someone you nominate) receive the goods, unless:
  - Your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
  - Your goods are for regular delivery over a set period. In this case you have until 14 days after the day you (or someone you nominate) receives the first delivery of the goods.
2. You do not have a right to change your mind in respect of:
  - digital products after you have started to download or stream these;
  - products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
  - sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them; and
  - any products which become mixed inseparably with other items after their delivery.
3. If you end the contract for any reason after goods have been dispatched to you or you have received them, you must return them to us. You must post them back to us at the return address provided by us on delivery. Please contact us using the above details for a return label or to arrange collection. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
4. We will pay the costs of return:
  - if the goods are faulty or misdescribed;
  - if you are ending the contract because we have told you of an upcoming change to the goods or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or
  - if you are exercising your right to change your mind in the 14 days after you receive the goods.
  In all other circumstances, you must pay the costs of return.
5. We will refund you the price you paid for the goods including delivery costs, by the method you used for payment.
6. We may apply the following deductions from refunds if you are exercising your right to change your mind under clause 12.2:
  - we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.
  - the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of the goods within 3-5 days at one cost but you choose to have the goods delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
7. If you are exercising your right to change your mind under clause 12.2, your refund will be made within 14 days from the day on which we receive the goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us. For information about how to return the goods to us, see clause 12.4.
Price and payment
1. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see 13.2 for what happens if we discover an error in the price of the product you order.
2. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
3. We process all our payments through Stripe [LINK TO Stripe T&CS] and you will be redirected to their payment page to enter your payment details when you are ready to place your order. We will not retain any of your payment information.
4. When you must pay depends on what product you are buying:
  - For goods, we will not charge your credit or debit card until we dispatch the products to you.
  - For digital content immediately available for download you will be charged when we accept your order.
  - For one-off services, you will be charged when we accept your order.
  - For ongoing services or subscriptions, the first payment will be taken when we accept your order (for services) or when the first products are dispatched to you (for subscription goods) and all further payments and you will be charged at the specified intervals until the contract ends.
5. If you think you have been incorrectly charged please contact us promptly to let us know.
Your rights to end the contract where we are at fault. You may end the contract by contacting us on the above contact details for any of the following reasons. The contract will end immediately and we will refund you in full for any products (including services) which have not been provided and you may also be entitled to compensation:
- If we have told you about an upcoming change to the product or these terms which you do not agree to (see 6.2 and 9.3);
- we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
- there is a risk that supply of the products may be significantly delayed because of events outside our control;
- we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than [1 month]; or
- you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see 10.5).
If there is a problem with the product and a summary of your legal rights
1. If you have any questions or complaints about the products or services, please contact us using the contact details above.
2. We are under a legal duty to supply products that are in conformity with this contract. Nothing in these terms will affect your legal rights.
3. The Consumer Rights Act 2015 says for services:
  - You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
  - If you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable.
  - If you haven’t agreed a time beforehand, it must be carried out within a reasonable time.
4. The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
  - Up to 30 days: if your goods are faulty, then you can get an immediate refund.
  - Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
  - Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
5. If you wish to exercise your legal rights to reject products you must post them back to us. We will pay the costs of postage or collection. Please call customer services on 0333 444 1067 or email us at hello@mymenopausecentre.com for a return label or to arrange collection.
Our responsibility for loss or damage suffered by you
1. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at 15 and for defective products under the Consumer Protection Act 1987.
3. In the absence of any negligence or other breach of duty by us, the use of our products is entirely at your own risk. The advice provided by our specialists is personal to you and based on your responses to our survey and the information you provide to us during your consultation. You are responsible for all information provided to us being honest, accurate and complete and we cannot accept responsibility or liability for our advice where it is used by a third party who is not a party to the contract or where you have misrepresented the information you have provided to us.
4. You are responsible for using our products safely and as directed. You must act responsibly and sensibly at all times when using our products and you must follow any safety warnings or instructions in relation to the products or given to you by our specialists.
5. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
Third Party Websites
1. Our doctors may refer you to Pharmacierge, Smartway Pharmacy or any other online pharmacy to fulfil your prescription. You are not obliged to use a pharmacy or other third party provider recommended by us and we will only share your information with the pharmacy which you have notified to us will be fulfilling your prescription.
2. Our doctors may refer you to Medichecks for blood test services. You are not obliged to use Medichecks or any other third party provider recommended by us and we will only share your information with the service provider which you have notified us will be carrying out your blood test.
3. You agree and consent to us sharing basic personal data with your chosen pharmacy or blood test services provider, for the purposes of enabling the pharmacy or provider to verify your identification on collection of your prescription or delivery of the blood test service.
4. Your chosen pharmacy or blood test services provider will contact you directly to process the prescription or blood test, including to confirm your details and, if the delivery option is selected, to arrange delivery. We have not control over and will not accept any responsibility for your order or the delivery of your prescription or blood test service.
5. Any order you make from our private pharmacy partner, Medichecks or other third party provider is on that provider’s terms and conditions and we will not be responsible for any loss or damage you may suffer in connection with an order from third party websites.
6. We are not responsible for and will not accept any liability for any content on third party websites.
7. For a full list of third parties we may partner with and who may process your personal data, please see our privacy policy.
How we may use your personal information.
We will only use your personal information as set out in our Privacy Policy.
Other important terms
1. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 14 days of us telling you about it and we will refund you any payments you have made in advance for products not provided.
2. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
3. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
4. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
5. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

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