Terms and Conditions – My TRT Clinic

Please carefully review these terms before using our services as these terms control how you can access and use our services. Note My TRT Clinic is a private clinic and is not a service that is the same as the NHS or your GP (if you are registered at an NHS Surgery in the UK). My TRT Clinic is not to be used in an emergency instead of your normal means via the NHS and their emergency services. If you are experiencing any severe health complications that warrant the cause for the emergency services, please call either ‘111’ OR ‘999’ if the condition is critical or life-threatening such as but not limited to:

Signs of a heart attack. chest pain, pressure, heaviness, tightness or squeezing across the chest.
Signs of a stroke. face dropping on one side, cannot hold both arms up, difficulty speaking.
sudden confusion (delirium) …
Suicide attempt. …
Severe difficulty breathing.
Choking
Heavy bleeding.
Severe injuries.

1. Definitions

This agreement – means the contract between My TRT Clinic and the Client for the supply of the Services, incorporating these Terms and Conditions.

‘You’ – The user / individual / patient / client
‘Us, we or our’ – Means My TRT Clinic
‘Our Service’ – is the functionality, features, subscription that we offer to you, the user.
‘TRT’ – Testosterone Replacement Therapy
‘HRT’ – Hormone Replacement Therapy
‘ICO’ – Information Commissioner’s Office
‘GDPR’ – General Data Protection Regulations
‘Low T’ – Low Testosterone
‘POI’ – Proof of Identity
‘POA’ – Proof of Address

2. General Terms and Conditions Overview

2.1 These terms and conditions (the “Terms”) govern your use of the My TRT Clinic website (the “Website”). By accessing or using the Website, you agree to be bound by these Terms. Please read these Terms carefully before using the Website. If you do not agree to these Terms, please refrain from using the Website or proceeding forward with any purchases or use of our services. We recommend that you print a copy of these Terms for your records. We can amend these legal terms at any time without prior notice given to you therefore, it is important that you regularly review these terms to ensure that you are up to date and still agree. Commissioned 24^th September 2024, last updated 24^th September 2024.

2.2. To use our services, you must be atleast 18 years old and have full authorisation to purchase any services or products shown on this site.

2.3. You must register to create an account for all points of purchases and future use of our services on offer via our client portal.

2.4 My TRT Clinic operates in the United Kingdom whereby it provides access to you, the customer to obtain blood tests for results which are tested and reviewed by medical professionals of whom are qualified to consult and prescribe medication in relation to hormone deficiencies and a further range of health conditions.

2.5 My TRT Clinic reserves the right alter and adapt charges for our services at any time. Notice will be given of any change in accordance with these terms.

2.6 My TRT Clinic reserves the right to cancel any service level agreements with you at any point.

2.7 We may transfer or refer our rights and obligations under the Terms and Conditions to an alternative organisation at which point we contact you in writing.

3. Information

3.1. Our Site is owned and operated by Optimal You Limited (“we”, “us” or “our”). My TRT Clinic is a trading style of Optimal You Ltd. We are a company incorporated in England and Wales under company number 15806552. Our registered office address is: 128 City Road, London, United Kingdom, EC1V 2NX. We are a limited company.

3.2 You can contact us using the following email address: [email protected]

3.3 All third parties that constitute towards our full services and offerings have been fully screened, are fully compliant, follow, comply and / or are regulated via the relevant regulative body.

3.4 It is important that you understand My TRT Clinic (www.mytrtclinic.co.uk) does not provide medical advice and is for informative use only.

3.5 All content added to our site including any articles and blogs is fact checked prior to being placed on our site.

3.6 Although our information is professionally checked prior to being placed on our site, you should not rely on this to substitute as medical advice. Any concerns for your health should be discussed with your GP or a registered professional. If your concerns are related to hormone replacement or testosterone replacement, you have the option schedule a consultation with one of our third party private medical consultants of whom are subcontracted to guide and advise on your health in relation to Testosterone Replacement Therapy and Hormone Replacement Therapy.

4. Services

4.1 By initiating the start of our services, you fully understand that My TRT Clinic enables us to connect you to our chosen third-party partners of whom ensure that their service to both ‘you’ and ‘us’ is provided with reasonable skill and care in accordance with applicable accreditation standards. Each third party involved has also been screened to ensure they are regulated and operate to a high standard as expected by their regulatory body.

4.2 To complete questionnaires, purchase blood tests, book consultations, or purchase products and subscriptions, you must register on our site or via a link provided by us.

4.3 Registering to My TRT Clinic gives you particular access to both our services and our chosen partners (Laboratories, Medical Consultants, Pharmacies etc).

4.4 By proceeding with our service, you also agree the access to your data for our third-party partners to fulfil the process to you. Access for our Partners to use your personal details to fulfil our service level agreement as promised to you is essential. If you do not agree for our partners to use your information or to contact you, this will prevent My TRT Clinic from completing a full and effective service to you. This will result in a cancellation in agreements whereby, any services will cease to proceed in accordance with clause 2.6.

4.5 In accordance with clause 6.1 (Data Processing), My TRT Clinic follows specific processes and operating procedures to ensure that we are fully compliant with GDPR and are registered with the ICO.

4.6 My TRT Clinic enables its users and subscribers to its services by way of referring via our client portal to the subcontracted third-party medical practitioner of whom specialise in hormone replacement and treating testosterone deficiency if the relevant conditions are met for onward referral.

4.7 In acceptance of these terms, you accept that the individual staff at My TRT Clinic are unable to offer medical or health advice. If you require specific medical advice, it is recommended that you schedule a consultation with our Partnered Medical professionals which can be done so via you online portal login. Alternative, you can speak to your GP. If your request for medical advice is urgent and you are experiencing severe health complications, please call either 999 or 111 of whom can advise you correctly.

4.8 In order to receive treatment, there are requirements for two separate blood tests and a full consultation to discuss results, lifestyle and medication at which you will be required to subscribe to a monthly subscription.

4.9 Consultations are available via our portal for you to book, payment must be made prior to booking.

5. Information You Provide

5.1 By registering your account with My TRT Clinic, you also agree that all information you provide to us is accurate and honest to the best of your knowledge. Any information you provide to us from a third party or from another service you have previously used is confirmed to be accurate, legally provided and has not been tampered with.

5.2 You accept that any information, advice, documentation or medication provided by either My TRT Clinic or our chosen third-party partners is not at any time allowed to be altered or tampered with. All information is provided legally. If it is found that you have tampered with any of the items mentioned within this agreement, we reserve the right to cancel all service commitments between us and you.

5.3 We recommend that information you provide is regularly reviewed and updated where necessary to ensure that we can continue to fulfil our services to you. Any charges incurred by My TRT Clinic or lapses in our service to you due to incorrect information OR out of date information may be passed to you, the customer.

5.4 All bank details provided by you must always be correct. Failure to commit to subscription payments OR any required aspects of our services such as follow-up appointments or bloods may pause all services provided by My TRT Clinic to you until either (a) payment is received if required or (b) the relevant treatment reviews or follow-ups are completed / paid for where required. This is in the best interest of your health to minimise risk and probable cause to harm as part of our commitment to act in your best interests and within guidance of regulatory bodies.

5.5 If treatment is received by you where payment has not been made by you, My TRT Clinic reserves the right to invoice you to recover the cost relating to the service provided along with any additional costs incurred in the recovery of outstanding payments.

6. Consultations

6.1 Consultations constitute towards the full treatment of ‘Low T’. You must first have a consultation prior to signing up to an agreed subscription.

6.2 All consultations are conduct by Medical Professions which are subcontracted out to by Optimal You Ltd.

6.3 All Medical Professionals act as a third party providing their services to us to provide their expertise in reviewing your needs and requirements.

6.4 All treatment must be approved by a medical consultant prior to subscription services in which you receive medication.

6.5 Consultations last up to 30 minutes and must be purchased and paid for prior to confirmation of booking the consultation.

6.6 All bookings can be done so within your online portal login.

6.7 You accept we will not refund you for a consultation whereby the full allotted time is not completely used. Not all consultations will take the full 30 minutes.

6.8 Additional consultations may be advised by a Medical Consultant prior to proceeding to any next steps of our process towards treatment.

6.9 Any cancellations of a consultation must be done so atleast 24 hours prior to the appointment. Late cancellations may result in a late cancellation fee.

6.10 Cancellations of future appointments or negligence to book consultations will void any future enrolling onto subscription plans and / or future medication being provided by My TRT Clinic. The sole purpose of consultations is to ensure you either require treatment, receive the correct treatment and are safe by receiving treatment via periodic treatment reviews.

6.11 Once a consultation has been purchased, you waive any distance selling rights and the 14-day cooling off period under the Consumer Contracts Regulations 2013 will no longer apply. This is because by proceeding with medication within a subscription plan, you agree to be provided immediate services that are used a charged in full at the time of the consultation.

6.12 Note consultations are not a guarantee of treatment. It is the Medical Practitioners discretion as to whether they offer you the treatment. You understand that, where you do not qualify for treatment, you will not be entitled to any refunds for previously used services including the consultation in which it is quantified that treatment will not be provided.

6.13 If a booked consultation is unable to go ahead, My TRT Clinic will contact you via email as soon as possible we have had to amend, change or cancel a consultation you have booked.

7. Blood Tests

7.1 My TRT Clinic does not consult or provide blood tests to any patients under the age of 18.

7.2 In line with specific regulatory guidelines, we require a basic finger prick blood test and an enhanced venous draw blood test to be completed before a medical decision is made for the best treatment options are offered to you.

7.3 Our basic finger prick blood test is to be conducted at home under the instructions received by you after purchasing.
7.4 The basic blood test will be sent with pre-paid postage labels for you to return this to our partnered laboratories.

7.5 All venous draw blood tests must be done either by an appointed nurse via a home visit, one of our chosen clinics or by your chosen clinic.

7.6 Once blood samples have been collected and returned to the partnered laboratory, the laboratory will conduct their testing services.

7.7 All results will be uploaded to our portal area whereby entering into our services, you acknowledge that the relevant third-party partners that we work with can review in order to provide informed information and advice to you including the information to correctly prescribe the relevant medication where and if applicable.

7.8 If you are not successful in obtaining a viable finger prick sample, or your sample is clotted or haemolysed when received at our Partnered Laboratory, we will provide one free test kit. Tests received clotted / haemolysed results prevents analysis at the Laboratory. Alternatively, we can offer at a venous kit which will include a nurse home visit, this will incur additional charges. Alternatively, you can choose an alternative option as outlaid above in clause 7.5.

7.9 Requests for custom blood tests are optional upon contacting us. Prices for custom blood test vary therefore, this will be quoted and invoiced for prior to the point of purchase. As with other blood tests we offer, all results will be uploaded to your client portal.

7.10 In the even that there are any outstanding payments on your account, payment will need to be made prior to blood test results being uploaded. Note other services being provided might also halt.

7.11 As stated in clause 6.12, you accept that by purchasing and completed a blood test using our services will not guarantee treatment, this is the sole discretion of our third-party medical professionals.

8. Prescriptions and Medications

8.1 By using our service, you accept in full that there is no guarantee that you will be issued or provided with a prescription for any medication. It is the sole discretion of the consulting Practitioner. This may be due but not limited to health complications, Testosterone levels being fine other reasons where buy the medical consultant does not believe the TRT is right for you.

8.2 Any prescriptions provided in line with your subscription choice is done so via our subcontracted Pharmacy Partner who are registered with the General Pharmaceutical Council. You can check this by using the registration number of on the General Pharmaceutical Councils website.

8.3 Prescriptions provided via our services are not NHS prescriptions, they are solely private. You take note and acknowledge that private prescriptions are charged prior to receipt.

8.4 Your prescription will be classed as a ‘repeat’ prescription which means you will receive the relevant medication and equipment to fulfil treatment whilst your commitments to your chosen subscription is adhered to.

8.5 Failure to pay for your subscription will result in My TRT Clinic pausing ongoing treatment.

8.6 As part of our service, it is mandatory that regular reviews are held to ensure that all treatment is effective and that there are no side effects. We will send email reminders, if these appointments are not booked, your subscription may be cancelled until a medical review is held with one of our partnered medical professionals.

8.7 As part of the review, an enhanced blood test will also be required.

8.8 Alongside your Essential Prescription Plan, you have the option to upgrade your plan to cover for regular reviews with consultants and blood tests. If you do not choose these additional options, payment will be required to be completed prior to access these services.

8.9 You fully agree and acknowledge that, any prescriptions paid for and received by use of our services are solely for your own personal use. Prescriptions are strictly limited to be used by you and must not be abused or consumed by anybody else but you. Should My TRT Clinic become aware that medication is being consumed by anybody but you, we reserve the right to cancel all ongoing services. Note any current products purchased or scheduled for said calendar month will not be refunded in this circumstance.

8.10 You must not exceed recommended doses proposed by our third-party medical professionals. If you do so in error, we would recommend that you either schedule a consultation with one of our third-party medical professionals and to follow any advice provided. Note that as stated at the beginning of these terms if your side effects are severe:
“My TRT Clinic is not to be used in an emergency instead of your normal means via the NHS and their emergency services. If you are experiencing any severe health complications that warrant the cause for the emergency services, please call either ‘111’ OR ‘999’ if the condition is critical or life-threatening such as but not limited to:

Signs of a heart attack. chest pain, pressure, heaviness, tightness or squeezing across the chest.
Signs of a stroke. face dropping on one side, cannot hold both arms up, difficulty speaking.
sudden confusion (delirium) …
Suicide attempt. …
Severe difficulty breathing.
Choking
Heavy bleeding.
Severe injuries.”

8.11 Both Optimal You Ltd and its trading style My TRT Clinic cannot and will not be held responsible for any cause of harm particularly through the misuse of medication or equipment provided to you by our third party.

8.12 My TRT Clinic has measures in place to ensure that you receive the correct instructions and or guidance to consume any relatable medication or product. By subscribe, you agree that it is our sole responsibility to consume any medication as guided and Optimal You Ltd and its trading style My TRT Clinic is not and will not be held responsible for any occurred injuries or ill health.

8.13 Although all third-party partners are fully regulated within their specialist field / industry and are highly qualified. Optimal You Ltd, its trading style My TRT Clinic or any of its third-party partners holds no responsibility to any misunderstood information, harm or side effects of medication.

8.14 You fully acknowledge that although you may receive advice from our third-party medical professionals, it is your responsibility to seek any additional advice from your GP where you feel appropriate, this can be considered at every stage of our processes and services if necessary.

8.15 Prescriptions that are available via My TRT Clinic are private prescriptions only (not NHS prescriptions). You accept that private prescriptions are fulfilled at a charge in which we offer as a subscription service by way of making this as cost effective to you.

8.16 All prescriptions will only be provided by My TRT Clinic at our Third-Party Medical Practitioner’s discretion and at a price decided by My TRT Clinic.

8.17 You accept that there are no refunds or returns available for prescriptions or medications that have been fulfilled by a pharmacy, as prescription drugs cannot be returned.

9. Identity Checks

9.1 In order to provide a service to you that minimises risk of harm or fraud and increases the safety for that use our services, we require POI and POA to be uploaded as soon as you have registered your account with My TRT Clinic.

9.2 Regular update notifications will be emailed to you to review the details on your account.

9.3 Failure to provide POI and POA will delay the delivery of your purchased blood test OR / AND delay the full service from start to treatment.

9.4 Purchases made which are delayed due to outstanding documentation will not be refunded until we are instructed otherwise to cancel any or part of the services being provided to you.

9.5 By using our services, as stated in clause 5, you agree that Identity Checks may also be carried out by third party providers / partners.

9.6 If Identity checks fail, you accept that the service will cease until the correct ID has been provided. If this is during consultation, you will not receive a refund for the consultation.

9.7 Types of ID and POA we accept:

POI –

Full or Provisional driving license
Passport

POA (Must Match Your Billing Address)-

Council Tax Bill (Current year)
Driving Licence (Where a Passport has been used as POI)
Bank Statement (within 3 months)
Utility Bill (Dated Within 3 Months)

10. Payments, Costs and Refunds

10.1 You agree that the provision of any Services is subject to your payment in full of any costs upfront on a proforma basis which is relating to consultation, administrative, products, medication, subscriptions and/or delivery fees that you incur in relation to the Services pursuant to our costs.

10.2 My TRT Clinic does not accept payment by insurers on your behalf currently.

10.3 My TRT Clinic reserves the right to apply a cancellation charge to any purchases delayed due to outstanding information which has not been provided by you. After 90 days has lapsed after our request for further information, if we reserve the right to refuse the refund which covers the cost associated to us to hold your account and to keep services open to you.

10.4 We do not refund for products / services / medication already received or already dispatched.

10.5 Subscriptions are raised on a subscription basis which is managed by Direct Debit. It is your responsibility to ensure that these details are always correct.

10.6 My TRT Clinic reserves the right to alter the costs and prices of services and products on our site and client portal. We will endeavour to provide no less than 30 days notices for changes to all subscription services.

10.7 Special prices, discounts or price match guarantees are subject to change and are not guaranteed indefinitely, as per clause 10.6, 30 days’ notice will be given where possible.

10.8 Fraudulent payments, registrations or requests will be cancelled as soon as we become aware and reported to the authorities where necessary.

10.9 Failure by your credit or banking provider to enable My TRT Clinic to pre-authorise or clear payments is your sole responsibility. Failed payments will still be owed whereby fees and charges that My TRT Clinic incur due to the recovery will be added to the total outstanding. My TRT Clinic reserves the right to employ debt recovery services to obtain all outstanding balances which are over-due. You will receive the relevant email notifications, requests and updates with regards to outstanding payments.

10.10 Delivery costs are included within our service.

10.11 Where failed attempts to deliver products occur due to incorrect information or instructions, My TRT Clinic reserves the right to charge for additional charges for two attempts or more from our delivery services.

11. Cancellations

11.1 Your Right to Terminate –

11.1.1 You can cancel at any point of the process and request for your client account to be suspended. Please do so in writing to [email protected] Subject – SUSPEND ACCOUNT.

11.1.2 Note if you cancel the service during or after medication or products have been dispatched, payment will still be required as previously advised.

11.1.3 We require 30 days’ notice to cancel subscriptions, any payments scheduled in the interim will still be charged but not will continue thereafter unless you resume services or alter plans.

11.1.3 For further information on refunds, please refer to clause 10 of these terms and conditions.

11.2.1 Our Right to Terminate – My TRT Clinic reserves the right to cancel any ongoing services whereby we believe that any terms have been broken.

11.2.2 Repeated breaches are made of these terms.

11.2.3 Where outstanding payments are outstanding as per Clause 10.9, My TRT Clinic may be required to utilise the services of a third-party debt recovery company. If this is required, any additional charges we incur will be added to that total outstanding balance.

11.2.4 Deductions will be made from any refund relating to net costs we receive because of us providing a service to you which you either a) have not paid for or b) have not met an agreed payment plan.

11.2.5 My TRT Clinic reserves the right to delete all data files relating to you that we store or hold for any reason as part of the service provided upon you cancelling or terminating your agreement with us.

12. Delivery

12.1 We are unable to operate within delivery timeframes typically stated for certain postcode regions.

12.2 We will endeavour to deliver all orders and purchases within a 48–72-hour window

12.3 As we use third party delivery services, we are unable to guarantee the exact time frames prescribed as sometimes particularly during busy seasons, delays can occur.

13. Your My TRT Account

13.1 You need to register an account prior to making any purchases with My TRT Clinic where you need to provide relevant information and documentation, this is important to start the process. To register an account, you must be over the age of 18.

13.2 By way of a brief overview, your account is the central hub of the service we provide connecting you to our partners. You will go here to see updates, book consultations and more.

13.3 Please ensure you use your primary email as you will receive important notifications for you review information on your account. This will ensure a smooth efficient service for you minimising risk of delays.

13.4 You agree that by creating your account registering to My TRT Clinic that you provide accurate information. Checks are done through the process whereby My TRT Clinic reserves the right to cancel / close an account if mismatch information on your personal details are present and incorrect answers to security questions due to being untruthful.

13.5 Although we will send through reminders to check your personal information, it is your responsibility to ensure that all information is input and up to date to avoid errors during your testosterone replacement therapy.

13.6 All information held on your account is confidential and should only be viewed by you, us or our partners for us to provide the service to you. If you suspect or have any concerns, we recommend that you change your password immediately and contact us on [email protected] with subject – ACCOUNT SECURITY CONCERN along with the concerns that you hold.

13.7 My TRT Clinic holds the right to review all accounts throughout the process and or periodically to always ensure compliance. If your account is being misused in non-compliance of these terms, My TRT Clinic will suspend your account indefinitely.

13.8 Your client space may change from time to time with updates, if you do not know how to use or access areas of your account, please contact us directly on [email protected]

14. Limitations of Use

14.1 You agree that in acceptance of these terms and proceeding with our service that:

14.1.1 You will not unlawfully or fraudulently use our services in any way.

14.1.2 You will not allow anybody else to provide blood tests or information for you.

14.1.3 Products and Medication must only be consumed by you as agreed with our third-party medical consultants.

14.1.4 Only you, the registered account holder can log into / use your account area.

14.1.5 You must not try to gain unauthorised access to any area of our site or client space.

14.1.6 You will not use or gain access any other accounts to obtain personal information.

14.1.7 Post offensive content, upload offensive content, abuse or threaten any members of staff or our third-party partners involved in the service we provide to you. If you are found to be offensive or attempt to negatively impact My TRT Clinic, all services will cease, your account will be suspended and depending on the severity of the situation, you may be reported to the authorities.

15. Data Processing

15.1 In accordance with GDPR as a trading style of the Optimal You Ltd Group, My TRT Clinic is registered with the ICO (Registration Number: C1522242). Further information of his can be found here.

15.2 The data provided to us by you will only be used to fulfil our obligations to you to complete our full service.

15.3 You can request at any time to have your details to be removed. Note that, if you are subscribed to our service, your subscription will be cancelled.

16. Security

16.1 All log in details should be personal to you whereby your details should not be shared with any third party.

16.2 You will be prompted periodically to update / change your password for your online portal access by way of an extra safety measure.

16.3 If we believe there to be security concerns regarding your registered account, we will notify you immediately.

16.4 If you do not provide any answers relating to security questions, we and our third part partners reserve the right to not continue with a call or method of communication until the correct answer(s) have been provided.

16.5 We will never test you asking for personal or sensitive information.

16.6 You must never click on links you do not trust.

16.7 All payments are raised via our client portal OR via proforma invoice. If you do not trust a payment prompt, please call us on 01332 683562.

17. Intellectual Property

17.1 As the parent company, Optimal You Ltd and its trading style My TRT Clinic holds all rights to all information, services and information on our website. Our client portal is contracted to use by Optimal You Ltd and is a third-party service acquired to ensure we can offer a service to you at the highest level whilst being fully compliant and secure.

17.2 You accept that you have no personal rights to these intellectual properties and that any attempts to access or obtain or commit fraudulent activity may result in legal action in relation to our client space or website.

18. Legal Notices, Disclaimers and Waivers

18.1 We hold no liability or warranty to the information or advice provided by our third-party medical professionals. Medical Professionals are not employees of My TRT Clinic, they are solely independent and act upon their expertise and qualifications to provide a private service to you by utilising their expertise to you. You accept that you are not guaranteed to qualify for testosterone treatment, this is determined from the results of your blood tests, lifestyle and the decisions / expertise of our third-party medical professionals.

18.2 We recommend that you obtain advice from your GP or another qualified medical professional regarding all medical concerns you may have before starting, changing treatment or ending treatment even in the event you have previously received advice on the same topic or studied, read, watched or listened to medical information relevant to your health on our site or elsewhere.

18.3 My TRT Clinic does not hold any guarantees or acceptance that the best course of obtaining advice is via our own offerings or video consultations. As stated through these terms and particularly in clause 18, you should seek secondary advice regarding medical concerns you may have.

18.4 You agree that should you hold concern about treatment you receive be it questions, side effects, worsening symptoms, illness that you will contact your GP to discuss changes in conditions. If you do not have a registered GP, you agree that it is necessary that you contact a local walk-in centre. Where your symptom, are serious or you feel you need immediate medical attention, as mentioned throughout these terms, that you consult with the emergency services immediately.

18.5 You fully understand that we do not offer emergency services therefore, you should not contact us if you need immediate attention but call 111 or 999 if you believe your symptoms require the emergency services.

18.6 You acknowledge and accept that Optimal You Ltd and My TRT Clinic does not hold any responsibility for side effects or medical illness and that you should always seek secondary advice prior to proceeding with treatment as advised by our third-party medical professionals.

18.7 We are not a GP Surgery and do not offer NHS services. We are a private clinic providing access to our chosen third-party partners all of whom are registered and qualified to operate within their rightful medical fields.

18.8 All content on our website or client portal should be taken as medical advice and does not act as a purpose to provide medical advice. All content on our website is medically checked however, advancements in medical technology or and information can alter and advance. We will do our best to keep information up to date however, you should consult with a GP or qualified medical professional to discuss and seek advice prior to moving forward with any personal medical decisions you may have.

18.9 We offer informational content regarding services, health, fitness, wellbeing, nutrition and more. These are designed for non-commercial use and for informational purposes use. This content does not constitute as advice / medical advice whereby you should consult with a medical professional for any advice you require. This information does not replace information or advice you have received from medical professionals, although content is factually checked, should you hold any concern, we recommend that you notify us on [email protected] highlighting the content in question.

18.10 Any links referring out to third party websites / pages do not affirm affiliations but service the purpose of either adding additional information for your ease to locate OR by way of referencing factual content, statements or studies.

18.11 Should you have concerns about information or advice provided by our third-party partners, please contact us on [email protected].

18.12 You fully understand and acknowledge that staff contracted and employed by Optimal You Ltd and or My TRT Clinic and not medical professionals and do not offer medical advice. You will always be referred to seek medical advice from a medical professional to discuss concerns or raise questions regarding your health, treatment you are receiving / considering / on offer via our services or elsewhere.

18.13 Although we do our best to prevent, we cannot hold any guarantees that either our website or portal will be 100% secure or free from viruses. It is your responsibility to ensure you have the relevant anti-virus software on your electronic devices.

18.14 Optimal You Ltd or My TRT Clinic makes no effort to mimic, falsely act as or has zero control of regulatory bodies.

18.15 Upon delays in My TRT Clinic processing or enforcing these Terms and Conditions, we reserve to enforce them at any stage whereby these Terms and Conditions have been breached in any way. Notice of any action will be provided to you in writing.

18.16 We reserve the right to update our site, content, terms and conditions or client portal at any time, it is your responsibility to regularly check where required. Any updates that may affect services we already provide to you will be communicated in writing by way of email.

19. Disputes and Complaints

19.1 We try to be perfect but understand that complaints may need to be raised from time to time. Please put all complaints in writing via email to [email protected] – Subject: FORMAL COMPLAINT & DATE. You are required to stipulate both that you are raising your complaint and what your complaint entail

19.2 All complaints will receive an acknowledgement within 2 – 3 working days

19.3 If your complaint involves a complex and in-depth investigation which will take longer than 14 working days, we will let you know of an additional timeframe to resolve your complaint.

19.4 Following a final outcome, if we have not received a response from you within 14 days, we reserve the right to close the complaint.

19.5 If you are not happy with the outcome, we will advise any next steps for you to take to escalate this further.

20. Privacy Policy

20.1 Please refer to our privacy policy on the following link: www.mytrtclinic.co.uk/privacy-policy.

21. Applicable Law

21.1 These Terms and Conditions are governed by English law. Legal proceedings arising from the Website, Client Space, or Services must be brought in the English courts. Individuals residing in Scotland or Northern Ireland may also bring proceedings in their respective jurisdictions.

21.2 You should always refer to Citizens Advice or the consumer rights act to understand your sole rights.

22. Items Received in Error

22.1 If you have received an item in error, you have a duty of care to notify us of this mistake. You are to do this either via telephone (01332 683562) or via email ([email protected]).

22.2 You have a duty of care to ensure that the item is not damaged, lost or stolen whilst in your possession. If the item is damaged, lost or stolen whilst in your possession, a charge may be imposed.

22.3 If the item was received damaged, it is your responsibility to notify us at the time of making us aware of the unsolicited goods being received. You are also required to send clear images of this damage to [email protected].

22.4 If you decide that you would like to keep the item received in error, please notify us in writing to [email protected]. We will raise an itemised invoice, the total to be paid will be no more than the total price advertised on our website. You are within your rights to accept or decline this total. If you accept the invoice, payment is to be made and cleared within 10 working days. If payment is not received, we reserve the right to decline your request to purchase the item. If this payment schedule has not been met, we will schedule the collection of the item at your convenience on any weekday (Monday to Friday between 09:00AM and 15:00PM). If you decline this total, we will arrange the collection of the item on any weekday (Monday to Friday between 09:00AM and 15:00PM) at your convenience.

22.5 Once notified of the unsolicited item, we will arrange the collection at our expense on any weekday (Monday to Friday between 09:00am to 17:00PM). Please note that any return should be safely and securely packaged before being collected.