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Terms Of Serviceadmin2025-10-09T14:35:08+00:00
Terms Of Service
- These Terms of Service (the Terms) govern your use of private healthcare services provided by Menwell ltd (company no. 11476975) trading as H3 Health (also referred to as we, us, or our).
- These Terms apply to any person aged 18 or over (you or patient) who books or receives our services, whether in-clinic or by remote consultation.
- We provide (a) health checks and health optimisation pathways, and (b) doctor‑led consultations for male-related midlife conditions (for example, erectile dysfunction and testosterone deficiency). We are not a replacement for NHS primary care and we do not provide urgent or emergency services.
- No Emergency or Acute Care. Do not use our service for emergencies or acute illnesses. In an emergency call 999 or attend A&E. For urgent advice contact NHS 111.
- Consultations may be provided remotely (e.g., video or telephone) or in person, as clinically appropriate. We may require an in‑person assessment, investigations, or onward referral where remote care is not suitable.
- You must be 18+, able to consent, and on request provide accurate identity information and a valid UK address. For remote consultations you may need to complete our ID checks and provide a safe and private environment for the consultation.
- We support continuity of care and with your consent may share significant clinical information (e.g., diagnoses, test results, and prescriptions) with your NHS GP as set out in our registration documentation and Privacy Notice.
- We use carefully selected partners to deliver parts of your care, including (i) pathology services (e.g., Nationwide Pathology or other UKAS‑accredited laboratories), (ii) dispensing pharmacies (e.g., CloudRx or other GPhC registered pharmacies), and (iii) technology systems (e.g., Semble). We remain responsible for our clinical decision‑making; third parties are responsible for their own services.
- Our clinicians are registered with the General Medical Council (GMC) or General Pharmaceutical Council (GPhC) as appropriate. Care is evidence‑based and person‑centred. We may decline to provide a service, investigation, or prescription where it is clinically inappropriate, unsafe, or contrary to professional standards and applicable law or guidance.
- Prescribing is at the clinician’s discretion following an adequate assessment. We apply strict protocols for higher‑risk or controlled medicines and may require monitoring (e.g., blood tests), follow‑up reviews, and checks with your GP. We may refuse or stop prescribing if monitoring is not completed, if information provided is inaccurate/incomplete, or if risks outweigh benefits.
- If tests are recommended, we will explain their purpose, risks, and limitations. Laboratory turnaround times can vary. Timescales are indicative only and not guaranteed. A test may need to be repeated (e.g., insufficient sample) and further charges may apply.
- We will explain how results will be communicated and when a follow‑up is recommended. Results communication times are indicative and may depend on laboratory processing and clinical review. You should contact us if you have not heard from us within the indicated timeframe.
- You agree to: (a) provide full and accurate medical history, medications, and allergies; (b) inform us promptly of any change in your health; (c) follow clinical advice and attend recommended reviews/monitoring; (d) use medicines as directed; and (e) tell us immediately if you experience side effects or deterioration.
- We operate a zero‑tolerance policy on abusive or discriminatory behaviour. We may end a consultation or cease services where behaviour is unsafe or unreasonable.
- Appointments are offered subject to clinician availability and may be remote or in‑person. We may reschedule where reasonably necessary (e.g., clinician illness or system outages) and will notify you as soon as practicable.
- Our fees are shown on our Website or in Booking Confirmation before you commit to purchase. Prices may change from time to time; the price confirmed at booking applies to that booking. Unless stated otherwise, fees are payable at the time of booking and may include consultation time only. Additional services (e.g., tests, prescriptions, repeat letters) attract separate fees which will be explained before you agree.
- Unless we have confirmed otherwise in writing, we do not bill private medical insurers directly. You are responsible for paying our fees and seeking any reimbursement from your insurer if applicable.
- You may cancel or reschedule your appointment up to 2 days (48 hours) before the scheduled time for a full refund. If you cancel less than 2 days before your appointment, or do not attend, you will be charged 100% of the appointment fee. Fees for missed or late-cancelled appointments will not be refunded or transferred to another booking. This cancellation policy may be amended or updated from time to time and the version published on our website shall take precedence in the event of any inconsistency
- You may cancel a prescription request up until the point one of our doctors has clinically approved it for completion. Once approved, the prescription will proceed to the dispensing pharmacy and cannot be cancelled.
- We may cancel or reschedule if a clinician becomes unavailable or where providing the service is not possible or safe (e.g., adverse weather, system failure). If we cancel before services are provided, we will offer either an alternative appointment or refund any sums paid for the affected service.
- If you are entitled to a refund, we will process it to your original payment method within a reasonable period. Refunds are not available for services already performed, except as required by law.
- You are responsible for having a compatible device, internet connection, and a private setting for remote consultations. If a consultation cannot reasonably proceed due to your technology or environment, it may be treated as a late cancellation under our policy.
- We maintain accurate clinical records in accordance with professional standards. You may request access to your records under data protection law. We may charge a reasonable fee for additional copies or excessive requests as permitted by law.
- We handle your personal data in line with UK GDPR and the Data Protection Act 2018. Please read our Privacy Notice (https://www.h3health.co.uk/about-us/legal/privacy-policy/) explaining what data we collect, legal bases for use, recipients (including named third‑party providers and your GP as applicable), international transfers (if any), retention, and your rights.
- We may contact you via secure messaging, telephone, SMS, or email. Electronic communications can carry risks. By using our services you consent to appropriate use of these channels for clinical and administrative purposes.
- If we believe you or another person is at serious risk of harm, we may disclose information to appropriate services (e.g., your GP, emergency services, social services) in line with law and professional duties, even without your consent where justified.
- Where appropriate we may recommend referral to other specialists or services (e.g., urology, endocrinology, gynaecology). We cannot guarantee availability, waiting times, or outcomes of third‑party services.
- Clinical Limits and No Guarantee of Outcomes. While we aim to achieve the best outcomes, we do not guarantee results, cure, or improvement.
- If your treatment requires periodic review or tests, we will explain the recommended plan. Failure to attend or complete monitoring may lead us to pause or stop treatment/prescriptions for safety reasons.
- Repeat prescriptions (if offered) are only available where safe and clinically appropriate, and may require a review appointment and/or tests. We may limit quantities and specify a dispensing pharmacy. Postal and delivery timescales are indicative only.
- If samples are taken at home or off‑site, you must follow instructions carefully. We are not responsible for loss or damage to samples caused by failure to follow instructions or by postal/courier services.
- You confirm that all information you provide is true, complete, and not misleading. We are not responsible for harm arising from inaccurate or omitted information you provide (unless caused by our negligence).
- Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any liability which cannot lawfully be limited. Subject to the foregoing, we are not liable for (a) indirect or consequential loss; (b) loss arising from third‑party failures (e.g., postal delays, lab outages) beyond our reasonable control; or (c) loss where you have not followed medical advice. Our total liability for non‑personal injury claims is limited to the amount paid for the relevant service, except where the law provides otherwise.
- We are not responsible for delays or failures caused by events beyond our reasonable control (e.g., strikes, epidemics, system failures, extreme weather). We will take reasonable steps to minimise the effect.
- We welcome feedback. Please use our complaints procedure published on our Website or available on request.
- If we discover a pricing or description error, we may cancel the booking and offer you the option to re‑book at the correct price.
- Our Website content, materials, and brand are protected by intellectual property rights. You may use them for personal, non‑commercial purposes only and must not copy or misuse them.
- We may update these Terms to reflect changes in law, clinical best practice, or our services. We will post the updated Terms on our Website with the date of the change. The Terms in force at the time of your booking apply to that booking.
- If any provision of these Terms is found unlawful or unenforceable, the remaining provisions remain in full force and effect.
- No person other than you and us has any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce these Terms.
- We may transfer our rights and obligations under these Terms to another organisation as part of a restructuring or service continuity plan. You may not transfer your rights without our written consent.
- These Terms, together with your Booking Confirmation, informed consent documents, and our Privacy Notice, form the entire agreement between you and us regarding the services described in your booking.
- These Terms and any dispute or claim (including non‑contractual disputes) are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
- We are committed to accessibility and will take reasonable steps to accommodate additional needs. Please tell us about any adjustments you require when booking.
- You must not record consultations without telling us. We may record parts of your clinical record as required by law and clinical standards. You must not use our services to obtain medicines for others or for non‑medical use.
- We will explain any red‑flag symptoms that need urgent assessment. If your symptoms worsen or you are concerned, seek urgent help via NHS 111/999 or A&E as appropriate and let us know as soon as possible.
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