Terms & Conditions (of Service)
Version 1.0 – January 2026
Please read these Terms and Conditions carefully. They apply to all services provided by Lemala Health Ltd (“we”, “us”, “our”).
1. Important notice – emergencies and urgent care
Our services are provided for non-urgent medical care only. If you require urgent or emergency medical attention, or if you develop new, severe or worrying symptoms, you must contact your GP, NHS 111, or the emergency services (999).
Our services are not intended to replace NHS services or your GP and are not suitable for medical emergencies.
2. Who we are
Lemala Health Ltd is a private online menopause and lifestyle medicine clinic.
Legal entity: Lemala Health Ltd
Registered in England and Wales: Company number 16461156
Registered office: Upper Barford Farmhouse, Lyndhurst, SO43 7JN
Email: hello@lemalahealth.co.uk
We provide medical consultations remotely via secure video or telephone platforms.
We are regulated by the Care Quality Commission (CQC). Our clinicians practise in accordance with the standards of their professional regulators, including the General Medical Council (GMC), Nursing and Midwifery Council (NMC), and General Pharmaceutical Council (GPhC).
3. About these Terms
These Terms explain how we provide our services, set out your rights and responsibilities, describe how appointments, cancellations and prescriptions work, and outline the limits of our liability where legally permitted.
By booking or receiving services from us, you agree to be bound by these Terms. If you do not agree, we will be unable to provide services to you.
4. Our services
We provide online medical consultations relating to perimenopause, menopause and lifestyle medicine, including clinical assessment, advice and treatment planning.
Where clinically appropriate, we may issue private prescriptions.
We do not guarantee that medication will be prescribed, that any specific treatment will be suitable, or that any particular outcome will be achieved. All clinical decisions are made in accordance with professional standards and your individual circumstances.
You must be aged 18 years or over to use our services.
5. Online consultations
Appointments are provided remotely using secure video or telephone systems.
While we take reasonable steps to ensure reliable access, online consultations may occasionally be affected by technical issues beyond our control. If technical issues with our systems prevent a consultation from taking place, we will reschedule it at no additional cost.
To participate in online consultations, you must have access to a compatible device (computer, smart phone or tablet), have a stable internet connection, and the ability to use our secure video or telephone system.
It is your responsibility to ensure your device, software and internet access are functional at the time of your appointment.
6. Registration, medical information and identity
To receive our services, you must provide accurate, complete and truthful personal and medical information, complete all requested questionnaires and forms, and provide valid photographic identification when requested.
If you fail to provide required information or identification, we may be unable to proceed with your appointment or prescribe medication and reserve the right to cancel the appointment.
7. Bookings and contract formation
A legally binding contract between you and us is formed when you book an appointment and we confirm the booking.
We reserve the right to decline or cancel appointments where clinical information is incomplete or inaccurate, the service requested is not clinically appropriate, regulatory or legal restrictions apply, or payment has not been received.
8. Fees and payment
Fees for our services are published on our website and are payable at the time of booking.
We accept online card payments only, including via third party providers (e.g. Stripe, Apple Pay, Klarna and other Semble Pay options). We do not store payment card details. By providing payment, you agree to the terms and privacy policies of the relevant payment provider.
Fees are charged for the clinician’s professional time and expertise. Refunds will only be made to the original payment method.
9. Cancellations and non-attendance
You may cancel or rearrange an appointment up to 24 hours before the scheduled appointment time without charge.
If you cancel with less than 24 hours’ notice or do not attend your appointment, the full fee will be payable, and no refund will be provided.
Prescription fees and medication costs are non-refundable once processing has begun.
10. Your right to cancel (cooling-off period)
When you book services remotely, you have a legal right to cancel within 14 days of booking unless you request that the consultation takes place during this period.
By booking an appointment within 14 days and requesting that we provide the consultation during this period, you acknowledge that once the consultation has been completed you will lose your statutory right to cancel.
If you wish to cancel before the appointment takes place, our 24-hour cancellation policy applies.
11. Use of AI medical scribe (eg. Heidi)
We may use AI-assisted transcription or medical scribe tools (for example, Heidi) during consultations to support accurate clinical documentation.
By accepting these Terms and Conditions, you consent to the use of such tools for this purpose. You may opt out of the use of AI-assisted transcription at any time by informing us before or during your consultation, and choosing not to use this service will not affect your access to care.
Further information is available here: https://www.heidihealth.com/en-gb
12. Prescriptions and pharmacy services
Where clinically appropriate, we may issue private prescriptions. Prescriptions are dispensed by a partner pharmacy, which operates under its own terms and conditions.
These are available here: https://www.cloudrx.co.uk/terms-of-use.
We are not responsible for pharmacy dispensing, delivery delays or errors, or adverse reactions to medication supplied by third parties, except where caused by our clinical negligence.
Medications are supplied in accordance with UK regulations and may only be delivered to addresses within the UK, the Isle of Man, or the Channel Islands.
We may share necessary personal information with the pharmacy to enable dispensing.
13. Blood Tests and Laboratory Services
Where clinically appropriate, we may recommend and arrange blood tests as part of your assessment or ongoing care. Blood tests are carried out by a partner laboratory, which is responsible for the collection, analysis, and processing of samples in accordance with applicable regulations and quality standards.
Payment for blood tests is made through us, and we receive the results from the laboratory in order to interpret, report on, and incorporate them into your clinical care. By proceeding with a blood test, you consent to the sharing of your personal and relevant health information between us and the partner laboratory for these purposes.
While we take reasonable care in selecting and working with accredited laboratory partners, we are not responsible for delays, errors, or failures in sample collection, processing, or analysis that are outside our control, except where required by law or where caused by our clinical negligence. Blood test results are interpreted in the context of your overall clinical assessment and should not be relied upon in isolation.
Further information on our partner laboratory is available here:
https://nationwidepathology.co.uk
14. Privacy and data protection
We take your privacy seriously. Your personal data is handled in accordance with UK data protection law and our Privacy Policy, which explains what data we collect, how it is used and stored, and your rights.
Please see our Privacy Policy.
15. Complaints and dispute resolution
If you are unhappy with any aspect of our service, please contact us at complaints@lemalahealth.co.uk so we can try to resolve the issue promptly.
Please see our Complaints Policy.
If your complaint is not resolved, you may escalate it in accordance with our Complaints Policy and, where appropriate, to the General Medical Council or the Care Quality Commission.
https://www.cqc.org.uk/contact-us/report-concern/report-concern-if-you-are-member-public
16. Ending the contract
We may suspend or terminate services where continuing would be unsafe or clinically inappropriate, required information or cooperation is not provided, abusive or inappropriate behaviour occurs, or payment obligations are not met.
Termination does not affect rights or obligations that arose before termination.
17. Limitation of liability
Nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded.
Subject to this, we provide our services with reasonable care and skill in accordance with applicable professional standards.
We are not responsible for any loss or harm arising from inaccurate, incomplete or misleading information provided by you, or from failure to follow medical advice or treatment plans.
We do not guarantee any particular outcome from the services provided, and individual responses to treatment may vary.
To the extent permitted by law, we are not liable for losses that were not reasonably foreseeable or for indirect or consequential losses, including loss of earnings, loss of opportunity or distress (except where caused by our clinical negligence).
Our total liability in connection with any claim arising from the services shall not exceed the total fees paid by you for the relevant service.
18. Third-party services
We are a separate legal entity from partner pharmacies, technology providers and other third-party services. Each third party is responsible for its own services.
19. Governing law
These Terms are governed by English law, and any disputes will be subject to the exclusive jurisdiction of the English courts.