Terms & Conditions

Last updated: August 2022

Introduction

Welcome to the NewWoman Health website newwomanhealth.co.uk which is owned and operated by NewWoman Health Ltd (“we”, “us” or “NewWoman Health”).

NewWoman Health Ltd is an online digital health company that provides medical and health/well-being services to support women who are peri-menopausal, menopausal and post-menopausal.  NewWoman Health Ltd is a company registered in England and Wales and our registered office address is Merchants House North, Wapping Road, Bristol, BS1 4RW.

NewWoman Health and the NewWoman Health logo are registered trademarks of the NewWoman Health Ltd.

Please read these Terms and Conditions (“Terms”) carefully before using the website and/or using our services. If you do not accept these Terms, please do not use the website.

About our medical services

All of our medical practitioners (hereafter referred to as “practitioners”) are registered with the General Medical Council in addition to holding valid licences to practise as GPs and/or specialists. They are subject to annual appraisal and adhere to the process of continuing medical education and revalidation as set out by the General Medical Council. All practitioners hold appropriate valid medical malpractice indemnity insurance with approved UK medical defence organisations.

In addition to the above, all our practitioners have undertaken to comply with the General Medical Council Guidelines on remote prescribing, and essential standards of quality and safety as enforced by the Care Quality Commission.

If you schedule a consultation with a practitioner, the service will include registration on the website, followed by an email to confirm the scheduled consultation. You will be required to complete an online health questionnaire. The consultation will be held via a remote video session with the practitioner.

Medical services may include privately conducted laboratory tests or other investigations which will be charged separately.

Other services provided include:

• Fitness and health/well-being consultations
• Nutrition and weight management
• Counselling and psychosexual therapy
• Life/Work-related coaching
• Women’s (pelvic) health physiotherapy
• Skin health consultations

All our services are provided by professionals with expertise in the management of menopausal women.  Our services are only available to you if you live in England, Scotland,  Wales or Northern Ireland.

Consultations can be booked via the NewWoman Health Ltd website. You may only book an appointment if you are over 18 years old. Consultations last for approximately the duration of the time slot you select at the time of booking and can only be booked on behalf of yourself and not another person. We will confirm our acceptance of your appointment request by sending you an e-mail confirming the consultation details after payment for the consultation has been confirmed. A contract will only be formed between us and you when we send this confirmation email. It is your responsibility to ensure that the details you provide for the appointment are accurate and up to date.

We will aim to advise you of the practitioner who will conduct your consultation in advance of your appointment, although we cannot guarantee this. You may also have the option to select a practitioner when booking your consultation but please note that we cannot always ensure the availability of any particular practitioner and may therefore provide you with an alternative practitioner if the one you select becomes unavailable.

Please note that we do not share notes from your consultation with your NHS GP directly.

Scheduling a consultation with a practitioner can be either for a single initial consultation or a follow-up consultation after the initial consultation to review progress. For lifestyle support, single or multiple consultations can be booked.

Fees and payment

Full details of our fees and how to pay are available on our website.  Consultation fees vary by practitioner and type of consultation (initial, follow-up or a series of consultations). Fee structures may allow multiple sessions to be booked with some experts.

You must pay for your consultation in full upon booking, after which you will receive a confirmation of your consultation booking.

Your obligations

We can only provide services in accordance with these Terms if you provide us with the information we need in order to help you.

You understand that if you provide us with incomplete or inaccurate information about yourself, your medical history, previous treatment etc. this could result in prescribing errors, diagnostic errors and the use of potentially inappropriate medications. You therefore agree to ensure that at all times you provide us with true, accurate, complete and up-to-date information when asked by us. You also agree to provide us with up-to-date contact details and to inform us if at any point they change.

You agree that you shall follow any instructions you are given by practitioners regarding the use of any medicines or healthcare products we recommend or prescribe (including in respect of use-by dates). You also agree you will also report to us any adverse or unexpected effects of treatments we recommend.

Privacy

All information (including personal information about you) you provide to us will be treated as confidential and only used to enable us to provide the services and/or as set out our privacy policy. Please take the time to read this.

As set out in our privacy policy, for the purposes of the data protection laws, New Woman Health is a data controller of your personal data.

We will not share with any third party any information you share with one of our practitioners during a consultation unless you explicitly consent to us doing so.

With your permission, we may make audio or video recordings of your consultation for clinical governance purposes and as a record of your conversation. These recordings are restricted and treated as highly confidential and will be held strictly in accordance with, and as long as required, under applicable laws and our internal policies and procedures.

Prescriptions

Any medicines prescribed by our practitioners will be sent to the pharmacy of your choice where possible, and dispensed on a private fee-paying basis independently of NHS prescription cost.

You understand that the cost of the private prescription is not influenced in any way by us or our services and the cost of the medicine is unique to the fulfilling pharmacy. Furthermore, neither we nor the prescribing practitioner are responsible for the dispensing or cost of any medication. You agree that the dispensing of the medication remains the responsibility of the individual pharmacist.

Our service is not a prescription fulfilment service. Only after a consultation booked in accordance with these Terms will a medication be prescribed by mutual agreement being reached between you and the practitioner under circumstances that are appropriate, legal and responsible. The final issuing of a prescription is at the sole discretion of the practitioner.

You understand, accept and agree that any prescription given to you is solely for personal use. You accept that the practitioner has sole discretion over whether to issue a prescription and therefore that there is no guarantee that you will be issued a prescription or provided with any medication. Any medication you are prescribed must be kept securely. You must not allow others (especially children) to use them.

You understand that no third party (including your NHS GP) is under any obligation to action any instruction or recommendation provided by a NewWoman Health practitioner.

Investigations

Investigations may be recommended by your practitioner during a consultation in order to identify other menopause-associated conditions in order to formulate a tailored treatment plan. You understand that any investigation initiated by the practitioner will be on a private and fee-paying basis. Investigations may include laboratory tests such as blood and urine tests, and x-rays or ultrasound scans and will be managed via a third-party service following referral by a NewWoman Health practitioner.

You understand that for laboratory tests, NewWoman Health will require payment upfront and prior to collection of the specimen. You understand that payment for any imaging such as x-rays and ultrasounds will be made directly to the private provider who performs the imaging which has been outlined to you by your practitioner. Once the investigation is performed it is solely your responsibility to follow up the result with the practitioner at a mutually convenient time using an appropriate and secure form of communication. This in most cases will usually be by email, video call or over the phone.

You are not obliged to agree to further investigation, however by not agreeing to an investigation that is advised by a practitioner, you agree that except in the case of our negligence, we are not liable to you in any way for the consequences of your decision not to proceed as per the practitioners’ recommendations. In addition, if you do not proceed with further investigations as per the practitioners’ recommendations for any reason, we will advise you to see your NHS GP or other appropriate practitioner for consultation/further treatment. You understand however that your NHS GP or any other health practitioner you may see is under no obligation whatsoever to fulfil or carry out any investigation advised by a NewWoman Health practitioner.

Onward referral

You understand that a practitioner may refer you directly to another specialist outside of NewWoman Health on a private fee-paying basis and if you have private health care insurance this may not be covered under your policy. You understand that it is your responsibility to check with your insurer whether the cost of referral and investigation is covered under your policy. If you do not have private insurance, you can still be referred on a private self-pay basis. You will be solely responsible for arranging your private appointment with any specialist for further treatment.

You are not obliged to take up a recommendation for onward referral, but you understand and accept that in the event that a specialist referral is advised, and you do not wish to seek further care, you agree that we are not responsible for the consequences of not doing so and agree to hold us and the practitioner completely free of any liability under every circumstance relating to your initial consultation.

If onward referral is advised by the practitioner, but you are unable to or do not wish to pay, you are advised to see your NHS GP or other appropriate practitioner for consultation. You are aware that your NHS GP is under no obligation whatsoever to fulfil any referral, or any element of a treatment advised by a practitioner you have seen using our services.

In some circumstances the practitioner will advise follow-up with themselves to monitor response to treatment or convey the results of investigation. You understand that you are not obliged to have this follow-up, however by not doing so, you hold us and the practitioner completely free of liability for any circumstance arising from the initial consultation.

Connection and technical requirements

Equipment and connectivity requirements: the services available on the website shall be provided to you via audio/video consultation, or as an offline review through e-mail. Please ensure that you are equipped with proper video conference equipment and internet connectivity. In case of inadequate video conference equipment, technical error or defective internet connectivity, we reserve the right to reschedule or cancel your appointment without any notice. In this situation we may not refund you the fee for your consultation.

Cancellation policy

You must give us a minimum of two working days’ notice (notice cannot be sent on UK public and bank holidays) if you wish to cancel your consultation. In this situation, you will not be required to pay for the cancelled consultation. If you do not send notice of your cancellation by two working days or more before your consultation (again excluding UK public and bank holidays) you will be liable for 100% of the fee for the consultation.

If you fail to attend your consultation for any reason, we are under no obligation to reimburse you.

You accept that due to the nature of the services we offer, we and the practitioners, do not guarantee that an appointment will necessarily be kept at the exact time you booked it for, although we will make every attempt to see you at your allotted appointment time. You understand that there can potentially be a wait time of 30 minutes for your appointment and once this time has elapsed, you have the option of either cancelling the appointment and receiving a full refund or continuing to wait for your practitioner and not receiving any refund.

If you are late for your consultation, the practitioner will wait for 15 minutes, after which the appointment will be cancelled. If you enter the consultation within 15 minutes of your appointment time, you may have a consultation for the time left (no refund will be offered) or you may reschedule your appointment for a different date/time. If you do not enter the consultation within 15 minutes of your appointment, this will be regarded as a failure to attend, and as stated above, we will be under no obligation to reimburse you.

Without limiting our other rights or remedies, we may cancel an appointment by giving you twenty-four hours’ notice which may be sent via email or SMS text message to the mobile phone number supplied by you. In this situation you will be refunded in full, the fee you paid for the consultation.

If you miss your consultation because the platform operated by us (i.e. website, video calling platform etc.) is unavailable due to a technical fault caused by us, then we may offer you a refund. It is your responsibility to ensure your equipment (computer, laptop, notebook, tablet or other mobile device) is fully operational and adequate to enable free and uninterrupted access to the services. No refund for the consultation will be given for any failure by you to attend a consultation because your equipment does not allow you free and uninterrupted access to the services.

Without limiting our other rights or remedies, we may terminate or cancel a consultation with immediate effect by giving written notice to you via email or SMS text message to the mobile phone number supplied by you if you fail to pay any amount due under these Terms on the due date for payment and fail to pay all outstanding amounts within seven days after being notified in writing to do so.

Limits on our services

Practitioners may hold different clinical opinions on the same medical condition or symptoms and, provided these opinions are reasonably held, the fact that two or more practitioners give different opinions does not necessarily indicate that our services are defective.

We do not tolerate abuse or offensive behaviour towards staff. Our services are not delivered in languages other than English.

All laboratory tests are sent to one of our partner laboratories. The partner laboratories are separate entities from us and to the extent permitted by law we disclaim any liability for any acts or omissions of the partner laboratories.

We may need to ask you for certain personal information in order to provide our services. If you do not provide this information when requested, we may be unable to provide our services.

We may suspend your access to our services with us if your use of services breaches any of these Terms.

Limitation on our liability

Nothing in these Terms shall limit or exclude our liability to you for:

1. death or personal injury caused by our negligence;
2. fraudulent misrepresentation;
3. or a breach of Terms implied by the Consumer Rights Act 2015.

We are not responsible for delays outside our control. If our supply of the services is delayed by an event outside our control, including services provided to us by our partner laboratories, 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. If we do this, we will not be liable for delays caused by the event including not being liable to you for a refund, but if there is a risk of substantial delay (i.e. an hour or more) you may contact us to cancel the appointment and request a refund.

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaching these Terms 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 of making a consultation both we and you knew it might happen, for example, if you discussed it with us during the consultation process. Nothing in this clause excludes our liability for negligence.

We are not liable for any losses, liabilities or damages which result from: (i)  failure by you to provide and continuously maintain complete, truthful and accurate information in your account and in all the questionnaires you complete or any other information you provide to us (ii) a failure by you to follow advice given by any of our practitioners or from your failure to pass on information given by our practitioners to your regular healthcare provider.

We are not liable for business losses. We only supply the services for domestic and private use. If you use the services 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.

Subject to the first paragraph setting out what liabilities we are not excluding, our total liability for losses you suffer arising from or in connection with the use of the services or the website shall not exceed £1,000,000.

Disclaimer

You understand and acknowledge that there will not be any physical examination involved and the consultation services shall be provided remotely. The opinion delivered by the practitioner shall solely be based on the verbal communication between the concerned practitioner and you and the test reports and other information provided by you.

Except in the case of negligence, NewWoman Health and the consulting practitioner shall not be liable for misdiagnosis / faulty judgment / interpretation error / perception errors/ inefficacy of prescribed treatment or advice/ unavailability of the recommended or prescribed treatment or medication under any condition or circumstances.

NewWoman Health services are not a substitute for general medical advice. It is important that you seek advice from your general practitioner or other medical practitioner for any questions you have about your health.

Feedback and complaints

We invite feedback on our services. Please email us at info@newwomanhealth.co.uk. If you wish to make a complaint, you may do so by emailing us at the email address noted above or by writing to us at NewWoman Health Ltd, Merchants House North, Bristol, BS1 4RW.

We request that all complaints are made in writing and as soon as possible after the event so that we may establish what occurred in a timely manner.  We will allocate a senior member of our team to deal with the issue raised in your complaint. The senior member of our team allocated to your complaint will investigate every aspect of the complaint and discuss it with all those concerned or involved.

If any disagreement between you and us arises in connection with these Terms, we will attempt to resolve it by discussing it with you. We endeavour to resolve all complaints quickly. We will acknowledge your complaint within three (3) working days and will aim to have it fully investigated within twenty (20) working days from the date we receive it. We will write to you to let you know of any delays to this timescale.

Upon completing our investigation, you will receive a letter setting out the outcome of our investigation into the complaint. 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 if we have done something wrong.

Our medical practitioners are registered healthcare professionals, and we will handle your complaint in an appropriate way, as required by the professional rules that apply to them and to our services and following our complaints procedure.

If we have not resolved a disagreement about these Terms or a complaint about our services, either of us can refer the dispute to mediation in accordance with ISCAS (Independent Sector Complaints Adjudication Service)

Other important terms

We may transfer this agreement to provide to you, to someone else. We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights.

Our agreement to provide our services to you is between you and us. No other person shall have any rights to enforce any of these Terms.

If a court finds part of these Terms illegal, the rest will continue in force. 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.

Which laws apply to this contract and where you may bring legal proceedings. These Terms are governed by English law, and you can bring legal proceedings in respect of the services in the English courts only.

NewWoman health website

You may access most areas of the website without registering your details with us. By accessing any part of the website, you shall be deemed to have accepted these Terms in full. If you do not accept these Terms, please do not use the website. We may revise these Terms at any time, and you should periodically check the website to review the current Terms because they are binding on you.

Unless otherwise stated, the copyright, trademarks, logos and other intellectual property rights in all material on the website (including without limitation text, tools, photographs and graphical images) are owned by us or our licensors.

You may not reproduce or adapt the website in whole or in part without our prior written consent, except for the purpose of accessing our services and for producing print outs for your own personal and non-commercial purposes. No part of the website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without our prior written permission.

Any use of the website other than in accordance with these Terms is prohibited. If you breach any of these Terms, your permission to use the website automatically terminates and you must immediately destroy any downloaded or printed extracts from the website.

Any rights not expressly granted in these Terms are reserved.

Access

While the website is normally available 24 hours a day, we shall not be liable if for any reason the website is unavailable at any time. Access to the website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our control.

Visitor material and conduct

Any information about you and your health that you provide as part of the pre-consultation questionnaire, is covered under our privacy policy.

Any material you transmit or post to the website shall be considered non-confidential and non-proprietary. We shall have no obligations with respect to such material. We shall be free to copy, disclose, distribute, incorporate and otherwise use such material and all data, images, sounds, text and other things embodied in them for any and all commercial or non-commercial purposes.

You must not post or transmit to or from the website any material: (a) that is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience; or (b) for which you have not obtained all necessary licences and/or approvals; or (c) which constitutes or encourages conduct that would be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law of or infringe the rights of any third party, in any country in the world; or (d) which is technically harmful (including, without limitation, computer viruses, logic bombs, trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data). You may not misuse the Website (including, without limitation, by hacking).

We will co-operate fully with any law enforcement authorities or court order requesting or directing us to disclose the identity or locate anyone posting any material in breach of these terms.

Links to other websites

Links to third party websites on the website are provided solely for your convenience. If you use these links, you leave the website. We have not reviewed all of these third-party websites and do not control and are not responsible for their content or availability. We do not endorse or make any representations about them, or any material found there. If you decide to access any of the third-party websites linked to the website, you do so entirely at your own risk.

You must keep your account details safe

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms.

If you know or suspect that anyone other than you know your user identification code or password, you must promptly notify us at info@newwomanhealth.co.uk

Disclaimer

This website is here to give you information about our services. It is up to you to decide whether they are suitable for you.

The information on the website may not tell you all you need to know, and you can ask us or your practitioner any questions you may have.

Though we try to keep the information that we provide up to date, there may be a time delay before we can do so. You should not rely solely on the information on this website. You should check details about important things like price or interest rates in any actual agreement you sign as it is the terms in that document that form the agreement between us.

Our and your liability for use of this website

The website only complies with UK laws. You should only use it from the UK. The services on it are only available to you if you are a UK resident.

You may not always be able to access this website. We are not responsible for any losses if you cannot do so (for example if you cannot obtain a product at a stated price).

We are not responsible if the means of communication you use to access the website or to send us information about yourself or to receive information from us does not work properly.

As we’ve explained above, the information on this website may not always be quite up to date or complete. We advise you to check it carefully before you agree to use our services, and we are not responsible for any losses you suffer if you fail to do so unless what we put on the website was incorrect or misleading (and provided the correct information was not provided to you or made available before you completed your purchase).

Whilst we take reasonable care to ensure the accuracy of information on third party websites which we may have linked through this website, as we cannot control what they contain, we are not responsible for any losses or other damage you suffer as a result of using those other websites.

We are not liable for losses or costs caused by abnormal and unforeseeable circumstances outside our reasonable control, which would have been unavoidable despite all efforts to the contrary, for example delays or failures caused by industrial action, problems with another system or network, third party viruses or malware, mechanical breakdown or data-processing failures.

Please remember that email is not a completely secure means of communication: it may be possible for others to intercept and read your messages. Therefore, if you choose to send us information by email, it is at your own risk.