Terms & Conditions

1.1 In these Terms:

(a) “Clinic”, “we”, “us”, “our” means Menopause Care (London) Limited, company number 16848569, trading as Your Menopause Care with Rupa.
(b) “Clinician” means Ms Rupa Lyall, Independent Prescribing Pharmacist (GPhC no. 2058281), recognised as an Advanced Level Practitioner by the British Menopause Society.
(c) “Services” means our online perimenopause and menopause consultation, prescribing and follow-up services, and any related workplace talks or educational services, provided via our Website or other agreed platforms.
(d) “Patient”, “you”, “your” means the individual using our Services as a patient or service-user.
(e) “Website” means yourmenopausecare.co.uk and any associated domains or sub-domains.
(f) “SignatureRx” means Signature Pharmacy/SignatureRx or such other registered pharmacy as we may use from time to time.

2.1 The Services are provided by:

(a) Menopause Care (London) Limited (trading as Your Menopause Care with Rupa);
(b) registered office: Dawes Court House, Dawes Court, High Street, Esher, Surrey, KT10 9QD;
(c) email: rupa@yourmenopausecare.co.uk.

2.2 We are:

(a) registered with the Care Quality Commission (CQC) as an independent healthcare provider for the provision of online consultation and treatment services in England;
(b) professionally regulated by the General Pharmaceutical Council (GPhC);
(c) registered with the Information Commissioner’s Office (ICO) as a data controller under registration number ZC136473.

2.3 Details of how to check relevant registrations will be made available on the Website.

3.1 We provide:

(a) online consultations for perimenopause, menopause and postmenopausal care. Initial consultations are provided by video, with follow-up consultations provided by video or, where clinically appropriate, by telephone;
(b) follow-up consultations, repeat prescription requests and treatment-related support for existing patients, as described on the Website;
(c) prescribing of medicines where clinically appropriate and lawful, and arranging dispensing and delivery via registered pharmacies;
(d) optional workplace menopause education sessions and talks for organisations, as further described in clause 8.7.

3.2 We do not provide:

(a) emergency medical services;
(b) general primary care, as our Services are intended to complement, and not replace, the care provided by your GP or other NHS/healthcare professionals;
(c) diagnosis or treatment of conditions outside our stated scope of practice.

4. Eligibility and registration

4.1 Our patient Services are intended primarily for individuals who:

(a) are aged between 40 and 65 years (or outside this age range at our clinical discretion); and
(b) are ordinarily resident in the United Kingdom.

4.2 You must:

(a) have capacity to consent to treatment;
(b) provide accurate identity and contact details and keep them up-to-date;
(c) provide your registered GP practice details and consent to us communicating with your GP as described in clause 6.6.

4.3 We may decline to provide or continue to provide Services if:

(a) it is clinically unsafe or inappropriate to do so;
(b) the information you provide is incomplete, inaccurate or misleading;
(c) your needs fall outside our scope of practice or the limitations of online care.

6.1 All clinical consultations are carried out by the Clinician, acting within her scope of practice as an independent prescribing pharmacist.

6.2 You agree to:

(a) join consultations on time and in a private, quiet space where you can talk freely;
(b) ensure your technology (including device, internet connection, microphone and camera) is working;
(c) answer all questions honestly and completely.
(d) if you wish, you may invite a partner, family member, friend, carer or translator to join the consultation, in accordance with clause 6.7.

6.3 The Clinician will:

(a) take a medical history, review your questionnaire and assess your symptoms;
(b) discuss potential treatment options, including benefits and risks;
(c) prescribe medicines only when clinically appropriate and lawful;
(d) explain when further investigations, blood tests or referral are advisable.

6.4 We reserve the right to refuse or defer prescribing or treatment if:

(a) it is clinically unsafe or inappropriate;
(b) we believe you require urgent or face-to-face assessment;
(c) there are concerns about authenticity of your identity or the information you provide.

6.5 Repeat prescriptions for existing patients are subject to clinical review. Repeat prescriptions will normally only be issued where you have attended your recommended follow-up appointment, your treatment is stable and the Clinician considers it clinically appropriate to continue your treatment. If further clinical review or a change to treatment is required, you may be asked to book a follow-up consultation instead.

6.6 In relation to communication with your GP:

(a) you must provide correct GP details when registering;
(b) you consent to us sharing relevant information about your care, prescriptions and test results with your GP to ensure continuity and safety of care;
(c) in rare cases, including safeguarding concerns or serious risk to you or others, we may contact your GP or appropriate authorities without your prior consent, as allowed by law and professional guidance.

6.7 If you wish, you may have a partner, family member, friend, carer or translator present during your consultation, provided that:

(a) they are over 18 unless we expressly agree otherwise and behave in a respectful and non-disruptive manner;
(b) you remain our patient and the primary focus of the consultation and we will normally direct our questions and advice to you;
(c) by inviting them you consent to us discussing your health and treatment in their presence and you are responsible for ensuring they understand and respect the confidential nature of what is discussed;
(d) if they act as an informal interpreter, we are not responsible for any inaccuracies or omissions in translation and, for complex or sensitive issues, we may recommend or require the use of a professional interpreter instead;
(e) we may ask them to leave the consultation temporarily or permanently if their presence appears to affect your ability to speak freely, raises safeguarding concerns or their behaviour is disruptive, abusive or otherwise inappropriate; and
(f) where clinically appropriate, we may offer you the opportunity to speak with us alone during part of the consultation so that you can raise any concerns in private.

8.1 In respect of consultation fees:

(a) our current fees are shown clearly on the Website and/or at the point of booking;
(b) you must pay consultation fees in full at the time of booking.

8.2 In respect of medication costs:

(a) pharmacy charges for medicines are separate from our clinical fees;
(b) you will pay the dispensing pharmacy directly;
(c) the pharmacy’s prices and refund policies apply.

8.3 In respect of repeat prescriptions:

(a) a repeat prescription administration fee will apply, as shown on the Website or at the point of request;
(b) payment of the administration fee does not guarantee that a prescription will be issued and all requests remain subject to clinical review;
(c) where the Clinician considers that a follow-up consultation is required before further treatment can safely be prescribed, you will be advised accordingly.

8.4 In respect of blood tests and other diagnostic services:

(a) blood tests will only be arranged where clinically appropriate;
(b) costs will vary depending on the tests required and the total fee will be confirmed before the test is arranged;
(c) where applicable, the fee may include the laboratory test, blood sample collection and interpretation of the results.

8.5 In respect of rescheduling and cancellation of patient consultations:

(a) you may reschedule or cancel a consultation by following the instructions in your confirmation email or contacting us by email;
(b) if you give us at least 24 hours’ notice, we will either reschedule your appointment or refund the consultation fee, at your choice;
(c) if you cancel with less than 24 hours’ notice, or do not attend your appointment, the full fee for the booked service will be non-refundable.

8.6 For consumer “cooling-off” rights:

(a) when you book a consultation, you request that we begin providing the Service on the scheduled date, which may be within the statutory 14-day cooling-off period;
(b) you acknowledge that once we have completed your consultation, you no longer have a right to cancel that consultation under distance-selling rules;
(c) no refund will be due after a consultation has been completed, except as expressly stated in these Terms.

8.7 Where we provide workplace menopause talks and business services:

(a) fees will depend on audience size, location, format (remote or in-person) and level of customisation;
(b) such fees will be agreed in writing in a proposal, quote or email and may include reasonable travel time and expenses;
(c) cancellation terms will be set out in the booking confirmation, and, if not, we reserve the right to charge reasonable non-recoverable costs and preparation time if a booking is cancelled at short notice;
(d) unless expressly agreed otherwise, our workplace talks are for information and education only and do not constitute individual clinical advice.

8.8 We will normally refund consultation fees where:

(a) we cancel because we are unable to provide the Service and you do not wish to reschedule; or
(b) we determine at the outset that you are unsuitable for our Service and no consultation occurs.

8.9 Medicines that have been dispensed cannot be returned or refunded for safety reasons, except where required by law.

9.1 Delivery of medicines is arranged by the dispensing pharmacy using courier or postal services.

9.2 You are responsible for:

(a) ensuring that the delivery address you provide is correct and secure;
(b) ensuring that someone is available to receive the medicines where a signature is required.

9.3 We are not responsible for:

(a) delays, loss or damage caused by couriers, postal services or events beyond our reasonable control;
(b) delivery problems caused by incorrect or incomplete details you provide,
but we will provide reasonable assistance in liaising with the pharmacy or courier to help resolve issues.

9.4 Where blood tests or other diagnostics are arranged via third-party providers, their separate terms and conditions will apply.

11.1 All content on the Website and in our written materials, including text, graphics, logos, videos, educational resources, branding and trade names (including “Your Menopause Care with Rupa” and any associated logos), is owned by us or our licensors and is protected by copyright, trade mark and other intellectual property laws.

11.2 We grant you a personal, non-exclusive, non-transferable, revocable licence to:

(a) access and use the Website; and
(b) use any patient information materials we provide;
solely for your own personal, non-commercial use in connection with your care.

11.3 You must not, and must not allow anyone else to:

(a) copy, reproduce, adapt, modify, publish, distribute, sell, license or create derivative works from any part of the Website or our materials;
(b) use our name, logo or branding in any way that suggests endorsement of your own products or services;
(c) record or distribute any consultation, webinar or talk without our prior written consent.

11.4 Where we deliver workplace talks:

(a) we remain the owner of all underlying intellectual property;
(b) unless we expressly agree otherwise in writing, your organisation may use any slides or materials we provide only internally, for training and information purposes;
(c) you must not share our materials publicly, upload them to public websites or use them to create competing services.

11.5 Nothing in these Terms grants you any rights in our trade marks or other intellectual property except as expressly stated.

13.1 We welcome feedback and complaints and use them to improve our Service. This clause 13 sets out our Complaints Policy and Procedure and is designed to comply with:

(a) the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, including Regulation 16 (Receiving and acting on complaints) and Regulation 20 (Duty of candour);
(b) the Accessible Information Standard;
(c) the Equality Act 2010;
(d) UK data protection law, including UK GDPR and the Data Protection Act 2018.

13.2 You can raise a concern or make a complaint in any of the following ways:

(a) by email to rupa@yourmenopausecare.co.uk; or
(b) by post to Your Menopause Care with Rupa, Dawes Court House, Dawes Court, High Street, Esher, Surrey, KT10 9QD.

13.3 To help us respond promptly, please include where possible:

(a) your full name, date of birth and contact details;
(b) details of your concern or complaint – what happened, when it happened and who was involved;
(c) how you have been affected;
(d) what outcome you are seeking (if you wish to say).

13.4 We will make reasonable adjustments to support you to raise a concern or complaint, in line with the Accessible Information Standard and the Equality Act 2010. If you need help to set out your complaint, or you require information in another format or language (for example, large print or a different language), please let us know and we will do our best to accommodate your needs.

How we handle complaints – step-by-step

13.5 We will handle complaints in a way that is open, fair and proportionate. Our process is:

(a) Acknowledgement – We will acknowledge your complaint within 3 working days of receiving it, confirming that we have received it and explaining the next steps.
(b) Investigation – Your complaint will normally be investigated by Ms Rupa Lyall (registered manager) or another appropriate person. We may:
(i) review your clinical records and any relevant correspondence;
(ii) speak to staff or providers involved in your care;
(iii) ask you for further information or clarification if needed.
(c) Response – We aim to send you a full written response within 20 working days of acknowledging your complaint. If it will take longer, we will explain why and provide an updated timeframe.
(d) Outcome – Our response will:
(i) summarise your complaint;
(ii) set out the steps we took to investigate;
(iii) explain what we have found and, where something has gone wrong, what happened and why;
(iv) include, where appropriate, an apology in line with our duty of candour;
(v) explain any actions we are taking to put matters right or to reduce the risk of similar issues arising in future.

13.6 We will keep you updated during the process, particularly if there are any delays, and we will cooperate with any independent review or external investigation as required.

13.7 If your complaint relates to the registered manager and/or (if applicable) the nominated individual, or there is a potential conflict of interest:

(a) it will be reviewed by an alternative senior person or an appropriate external adviser where practicable; and
(b) we will take reasonable steps to ensure that the complaint is handled fairly, objectively and without disadvantage to you.

13.8 We keep a complaints log that records the date, nature, outcome and any learning from each complaint.

13.9 We review complaints regularly as part of our clinical governance arrangements to:

(a) identify patterns or recurring themes;
(b) improve our clinical care, communication and patient experience;
(c) update policies, procedures or training where needed;
(d) check that our complaints system is working effectively.

13.10 Complaints will be handled confidentially and in accordance with UK GDPR and the Data Protection Act 2018.

13.11 Records of complaints will be kept separately from your main clinical record where appropriate, but may be cross-referenced where this is necessary for your care or for governance.

13.12 We will retain complaint records for at least 3 years from closure of the complaint, or longer where required by law or relevant guidance.

13.13 If you remain unhappy after receiving our final response, you may contact us again to explain why and to ask us to review your complaint.

13.14 Nothing in these Terms affects your right to raise concerns with regulatory bodies at any time, including:

(a) the Care Quality Commission (CQC), which uses information about complaints to monitor and inspect services (but does not normally investigate individual complaints);
(b) the General Pharmaceutical Council (GPhC), in relation to professional or pharmacy matters;
(c) the Information Commissioner’s Office (ICO), in relation to data protection and privacy concerns.

13.15 Contact details for these bodies are set out in our Privacy Policy and may also be found on their respective websites.

14.1 The Website may contain links to websites or services provided by third parties, including pharmacies, laboratories, payment processors and educational resources.

14.2 We:

(a) do not control, endorse or accept responsibility for the content or services provided by such third parties;
(b) are not responsible for any loss or damage that may arise from your use of third-party websites or services, which is at your own risk and subject to their own terms and conditions.

15.1 You agree to indemnify us for any loss, damage, liability, costs and expenses reasonably incurred by us arising from:

(a) your breach of these Terms;
(b) your misuse of the Services;
(c) your provision of false, misleading or incomplete information.

15.2 This indemnity will not apply to the extent that any loss is caused by our negligence or breach of these Terms.