--- title: "Terms & Conditions | The Gender Hormone Clinic" description: "Terms of service for patients of The Gender Hormone Clinic: payment terms, cancellation, plan rules, and clinical responsibilities." url: https://thegenderhormoneclinic.com/terms/ --- Legal # Terms & conditions . The terms governing your care with The Gender Hormone Clinic: payment, cancellation, plan rules, and clinical responsibilities. Last updated: 2026-05 ## 1\. About these terms These terms apply to every patient receiving care from The Gender Hormone Clinic ("GHC", "we", "us"). By booking an appointment or paying a deposit, you agree to these terms. Specific clinical instructions in your care plan or clinic letters take precedence over generic statements here. ## 2\. Eligibility - You must be 18 or older on the day of booking your initial consultation. Under-18 bookings are not accepted. - You must be able to attend at least one in-person appointment in London, Stafford, or Exeter. - You must hold a written diagnosis of gender dysphoria or gender incongruence from an HCPC-registered psychologist or GMC-registered psychiatrist before we can prescribe. ## 3\. Payments - A £220 deposit is required within 48 hours of confirming your initial consultation. The deposit is fully refundable if you cancel at least 7 days before your appointment. - The standard care plan is £55/month for 6-monthly clinical reviews. After 2+ years of continuous care, eligible patients can move to £40/month for 12-monthly reviews, subject to clinician approval. - Pay-as-you-go pricing is available for patients using private medical insurance: see our [payment plans page](https://thegenderhormoneclinic.com/patient-resources/payment-plans/) for the per-service rates. - Payments are processed via Stripe, debited from a bank account in your name, on the agreed monthly date. - Any disputes regarding payment must be raised at least 21 days before the next due date. After that window, the payment will be collected on the agreed date. - If a payment fails, Stripe automatically retries three times over a week, with a 7-8 day grace period before the plan pauses and switches to PAYG. ## 4\. Cancellation and refunds - Cancel an appointment with at least 7 days' notice via the website, email, or phone: no fee. - Same-day cancellations, no-shows, or arriving more than 15 minutes late incur a £75 fee, unless waived for genuine emergencies (rail disruption, A&E admission, bereavement). - If we cancel an appointment due to admin error or double-booking, the next available slot is offered without a fee. - Plans can be paused or cancelled at any time by emailing us. Charges cease once you are no longer receiving care. - Failure to attend follow-up appointments will result in discharge from the service, as we cannot provide safe care without periodic review (every 6 months for the 6-month plan, every 12 months for the 12-month plan). - Over-payments are refunded in full once finance verifies the figures. Card refunds clear same-day; BACS within 10 working days. ## 5\. Ad-hoc fees - Travel letter, surgical-clearance letter, or other non-routine letters: £59 each. - Gender Recognition Certificate (GRC) support letters: not provided. Our nurse-signed letters are not accepted by the Gender Recognition Panel, which requires a letter from a GMC-registered doctor; please contact your GP or diagnosing clinician instead. - Earlier appointment outside the standard review schedule: £250 (PAYG) or £59 nurse phone/video call. - Updating GP or contact details: free, via email or the patient form. ## 6\. Clinical responsibilities Under shared care, you are responsible for booking reviews on time, attending blood tests, updating us if you change GP or move address, and reporting any major health changes. Failure to do so may lead your GP to pause prescribing until safety is confirmed. ## 7\. Discharge and transfer You may transfer to NHS care or another specialist at any time. Once your new provider has fully taken over prescribing, email us to request discharge. Payments stop immediately, and we send a final summary letter to your GP. Patients not seen for over two years must book a fresh in-clinic visit with updated bloods to reactivate care. ## 8\. Limitations of our service We do not provide: - Psychological assessments or formal diagnoses of gender dysphoria - Surgical referrals (these must come from a registered psychiatrist or psychologist) - Fertility preservation services (we sign-post to NHS and private providers) - Translation or interpretation services - Emergency mental-health support: for crises, contact emergency services or the helplines listed on our [support resources page](https://thegenderhormoneclinic.com/community/trans-organisations/) ## 9\. Changes to these terms We may update these terms from time to time. Material changes will be communicated by email to patients on a current plan. The latest version is always at this URL. ## 10\. Contact and complaints For questions about these terms, email us. For complaints, see our [complaints page](https://thegenderhormoneclinic.com/complaints/).