This Member Finance Policy, along with any referenced documents, outlines the terms and conditions under which GenderGP (we, us, our) services are provided.
By purchasing a membership, subscribing or using any of our directly provisioned services, you understand and agree to these terms in their entirety. If any provision of these Terms and Conditions is determined to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be deemed severed from these Terms and Conditions, and the remaining provisions shall continue in full force and effect. The invalidity, illegality, or unenforceability of any provision shall not affect the validity or enforceability of any other provision.
Your Membership Account
GenderGP is a membership-based service which provides access to information and referrals for a minimum monthly fee of £30. We do not offer coupon codes or discounts for services.
Upon initiation of your subscription for using our service, you agree to sign up for a minimum period of three (3) months. No Treatment Recommendation will be issued to you with a valid subscription or payment, or all of the other associated fee,s which are subject to your member status.
It is important for you to understand that subscriptions are user-initiated and self-managed. You are expected to and must manage, update, or cancel your subscription at any time using this link: https://billing.stripe.com/p/login/3cs7vt02l4N8a1GfYY.
This link is also included in all invoices and receipts about your subscription with us.
- Subscription charges are invoiced, and you agree to make recurring payments every 28 days unless you cancel your subscription using the portal provided.
- Members cannot, at this time, select a specific payment date due to the rolling nature of the subscription period.
- If your account has outstanding or overdue invoices, you agree that we can collect all due and overdue payments at any time directly from any of the payment methods associated with your membership. This may include multiple payments in a short period of time to clear overdue amounts or outstanding debts.
- Failure to make timely payments may result in suspended or withdrawn access to our services.
When you become a member, you create a recurring subscription. This subscription is managed by you, independently of us, within the Stripe customer portal, the link for which is https://billing.stripe.com/p/login/3cs7vt02l4N8a1GfY.
You understand, accept and agree that it is your responsibility, not ours, to manage, maintain, cancel, pause or otherwise update the details of your membership. Your failure to manage your members online may not give grounds to any claim against us whatsoever. You are expressly required to perform the following management tasks with regard to your membership:
- Maintain your payment schedule and not to have credit on your account through failing to pay any and all fees due to us or our services providers to whom you may be referred from time to time.
- Ensure that your payment details are up to date, valid and in funds. Any changes to your payment methods or details should be initiated by you at your discretion.
- The status of your subscription, active, inactive or paused, shall be managed by you in the customer portal by initiating a subscription, pausing one or cancelling one. If you fail to pause or cancel a subscription or any recurring payment you initiate with us, you have no rights to a refund because the services we provide are provided on demand and are instantaneous unless otherwise and expressly exclaimed as such upon purchase.
- Your personal membership details are yours to maintain and update in the portal, this includes your name and address. You hold us harmless for your failure to update your details, whether this affects the services you receive or not.
- We do not accept cancellation or pause or initiation requests via any channel (including but not limited to email, message, text, messenger or DM). To cancel or pause you must login the Stripe Customer portal and make the changes yourself.
- Maintain and secure your login details for the Stripe customer portal. If you require a reset of your login details you will need to do this via the Stripe portal and follow that process. Please do not contact us and request login details for your Stripe portal in order to manage your membership.
- Managing more than one subscription. Some members decide to initiate more than one subscription. In the event that this action is taken by the member whether purposefully as in most cases or accidentally you understand, accept and agree that these memberships and any costs incurred by you as a result of your actions are yours to bear in full and without refund or compensation from us. You understand, accept and agree that initiating and managing or cancelling multiple subscriptions is under your control and that our services are provided on demand and immediately.
If you have a complaint about the services you receive you can contact us directly, however please be aware that our decision on service provision levels is final and will not be revisited once made.
Contacting Us
You can reach out anytime via our Chatbot, and your query will be passed to the Finance Team for review, and where appropriate, a personalised response.
Other Fees
Set-up Fees
A one-off Set Up Fee is required to be paid for all new or returning members who have not had an active subscription in the last six months.
No refunds are available once your Treatment Recommendation request form has been submitted.
Submission of the form does not guarantee acceptance to the service or medical transition eligibility. In any case, the Set Up fee once paid is non-refundable.
Sessions
- Sessions are not included in the services provided under your subscription or the Set Up Fee and are charged individually on a pay-as-you-go basis.
- Some sessions, such as your Consent Check-In, are a mandatory part of your membership, and failure to attend may result in cancellation of your subscription.
No refunds (either partial or full) are available for session bookings in the following circumstances:
– Your failure to attend your session on time or at all
– Your failure to promptly reschedule your session in accordance with the policy
– If a session is cancelled by you with less than 48 hours’ notice
– If you decide to decline of a reschedule offer initiated by us
– Once a session is completed by the provider, whether you were in attendance or not, and whether you were satisfied fully with the session or not.
– Technical issues which are not in our control
– Your booking of the wrong session type In a small number of cases that fall out of the scenarios above you may submit a request to us for review, and this should be sent via the chatbot. No guarantee of a response from us is made by us to you and you understand, accept and agree that our decision is final.
Prescription and Medication Costs
- Medication and paper prescriptions are not covered by subscription or Set Up Fees.
- All prescription requests incur a separate independent prescriber referral fee which must be paid in advance of the referral.
- A paper prescription referral fee is payable for paper prescription requests in advance of the referral.
- All relevant prescription referral fees are due with each prescription request, without exception and are non-transferable.
- We are not responsible for any charges you incur from pharmacies or the cost of medication you decide to purchase.
- You understand, accept and agree that no refunds are available for subscription fees, session booking, or set up fees paid to us due to pharmacy delays, medication stock levels, or non-accepted prescriptions because these are third-party events and not in our control. We do not provide these services.
- We do not guarantee prescription acceptance by all pharmacies, and we encourage you to check with your local pharmacy on medication stock levels and prescription types accepted before making your selection.
- Failure to receive a paper prescription sent by your independent prescriber due to failed delivery will not qualify as a reason to request a refund, you hereby accept the risk associated with physical mail and the delivery services used to transport that mail to you.
Blood Tests
- Blood tests are not included in subscription or set-up fees, but are mandatory when specified.
- We do not offer blood testing services, but we can connect you to partners that offer these services, and we accept blood test results from a wide range of testing providers.
- No refunds are offered for inconclusive results or attended blood test appointments by us, please contact the providers of your testing services in relation to all blood testing service matters
Letters
- Letters are not included in subscription charges or set-up fees.
- Requested letters must be paid for in full in advance.
- No refunds will be given once a letter has been ordered.
- We are unable to accept liability for letters lost or damaged when sent via postal mail. You accept that postal services carry a risk of non-delivery when requesting these services.
- We cannot provide copies of letters requested, another letter then the cost of this must be paid in full.
Liability
- It is your responsibility to ensure your payment details are current.
- Refunds, if granted, are processed to the original payment method and cover only the purchase price.
- We are not liable for fraudulent representations, third-party use, or unauthorised actions on your account.
- Disputing a declined refund may result in loss of access to services.
- We reserve the right to amend this policy and our services at any time.
If you need help with managing your subscription, payments, or services, please reach out to us via our chatbot. We’re here to help you stay on track with your gender journey.