Anne Trans Healthcare Limited incorporated and registered in England and Wales with company number 15887376 whose registered office is at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ (Anne/We/Us) 

BACKGROUND AND INFORMATION ABOUT ANNE’S SERVICES

Anne operates a subscription service which co-ordinates therapeutic and medical support for individuals experiencing gender incongruence through referrals to healthcare professionals. You can find everything you need to know about us, Anne Trans Healthcare Limited, and our services on our website at www.anne.health, before you Order.      

You, or if applicable, the minor for whom you have parental responsibility or legal guardianship (‘Minor), wish to obtain the Services (as defined below) and Anne agrees to provide these to you or if applicable the Minor on the terms set out in this agreement.

AGREED TERMS

INTERPRETATION

The following definitions and rules of interpretation apply in this agreement.

Definitions

Independent Healthcare Professional: any independent, self- employed healthcare professional(s) based outside the United Kingdom who have been identified by Anne to potentially provide healthcare services to you as part of your Subscription Level.

Membership Application Fee: the sum payable to us via our website on your application for the Services. in accordance with clause 2.1.

Minor: the minor to be provided Services under this agreement if applicable

Order: Your order for Services as set out in your written acceptance in accordance with clause 2.5.

Questionnaire: the initial healthcare assessment questionnaire issued by Anne to you /the Minor (if applicable) following receipt of the Membership Application Fee to assess the Services and Subscription Level required.

Services: the services to be provided by Anne at the Subscription Level which are limited to coordinating and supporting your healthcare and identifying any Independent Healthcare Professional from whom you may wish to seek support during the Subscription Period and any additional periods in accordance with clause 6.4.

Subscription Charges: the charges payable by you for the Services in accordance with clause 6 during the Subscription Period 

Subscription Level: the subscription level of the Services to be provided by Anne to you/ the Minor (if applicable)as set out in detail at Schedule 1.

Subscription Period: the initial period of Services set out in Schedule 1 subject to earlier termination in accordance with this agreement.

The Schedules form part of this agreement and shall have effect as if set out in full in the body of this agreement. Any reference to this agreement includes the Schedules.

A reference to any legislation is a reference to it as amended, extended or re-enacted from time to time.

A reference to writing or written includes email.

THE MEMBERSHIP APPLICATION FEE AND QUESTIONNAIRE 

Prior to providing the Services to you/the Minor (if applicable), you will be required to pay the Membership Application Fee to us 

Upon payment of the Membership Application Fee, we will issue you with a Questionnaire which you/the Minor (if applicable) will be required to complete and submit to us.

You are responsible for ensuring that the information provided in the completed Questionnaire is accurate and you fully understand that the information given will form the basis of the Services that are provided to you/the Minor (if applicable).

The information provided in the Questionnaire is intended for general informational purposes only.

Once we receive the completed Questionnaire, we will check it and issue you with written confirmation of the Subscription Level of the Services to be provided to you/ the Minor (if applicable) and the Subscription Period.

You will then be required to provide written confirmation to accept the Services being offered to you/ the Minor (if applicable), the Subscription Level and the Subscription Period 

Sometimes we reject orders to provide Services, for example (but not limited to), because we can't verify your age or identity, because we deem that a Questionnaire or Order has been completed in bad faith or because the Service was mispriced by us. When this happens, we will let you know as soon as possible and refund the Membership Application Fee and any sums paid by you .

YOUR LEGAL RIGHT TO CHANGE YOUR MIND

3.1 If you purchased the Services online or over the telephone, you have a legal right to change your mind. You have 14 days after the date that you pay us the Membership Application Fee to change your mind, but:

You lose the right to cancel any Services, when it's been completed (and you must pay for any Services provided up to the time you cancel).

3.2 How to let us know and what happens next. If you change your mind contact our Team at www.anne.health. We will refund you as soon as possible and within 14 days of you telling us you've changed your mind. We will refund you by the method you used for payment. We don't charge a fee for the refund.

SERVICES

Anne shall supply the Services to you/the Minor (if applicable) in accordance with the Subscription Level subscribed to.

The Services provided by us do not offer or provide medical advice or medical care.

Anne will ensure that all Independent Healthcare Professionals involved in the provision of the Services have suitable qualifications and experience to enable them to perform the care identified for you/the Minor (if applicable).

Whilst Anne owes a duty of care to you/the Minor (if applicable) to the extent of clause 4.3 above, no employee or director of Anne owes any duty of care to you/the Minor (if applicable) under the terms of this agreement.

If our supply of Services is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Team at www.anne.health to end the contract and receive a refund for any Services you have paid for in advance, but not received.

Anne can always change the Services comprised in any of the Subscription Levels if necessary to:

• reflect changes in relevant laws and regulatory requirements and

• to make minor technical adjustments and improvements. These are changes that don't affect your use of the Services

4.7 Anne can also suspend the supply of the Services. We do this to:

• deal with technical problems or make minor technical changes;

• update the Services to reflect changes in relevant laws and regulatory requirements; or

• make changes to the Services (see 4.6 above)

In the event that Anne does suspend the Services we will let you know we may adjust the price and may allow you to terminate. We will contact you in advance to tell you we're suspending supply by submitting a message through our online patient portal located on our website www.anne.health, unless the problem is urgent or an emergency. If we suspend the service for longer than 10 days in any 3 month period, we will adjust the price so you don't pay for it while its suspended. If we suspend supply, or tell you we're going to suspend supply, for more than 10 days you can contact our Team to end the contract and we'll refund any sums you've paid in advance for Services you won't receive.

4.8 You have rights if there is something wrong with the Services. If you think there is something wrong with your Services, you must contact us through our online patient portal on our website at www.anne.health

INDEPENDENT HEALTHCARE PROFESSIONALS

Any Independent Healthcare Professional is based outside the United Kingdom, is an independent contractor of Anne and is entirely separate from us.

It is a matter for you whether you chose to seek support on your behalf or that of the Minor (if applicable) from any Independent Healthcare Professional identified to you by us. If you do, then you will enter into a separate contract with the relevant Independent Healthcare Professional who will assume a separate duty of care to you/the Minor (if applicable) for any treatment that they provide.

Aside from our duty to you/the Minor (if applicable) under clause 4.3, Anne does not have any duty of care to you/the Minor (if applicable) whatsoever in relation to any services, care, prescriptions or medication provided to you/the Minor (if applicable) by any Independent Healthcare Professional.  

Anne is not responsible for the quality of care, advice, or any prescriptions or medication provided to you/the Minor (if applicable) by any Independent Healthcare Professional.

CHARGES

As outlined at clause 2.1, you will be required to pay the Membership Application Fee to us prior to ordering the Services.

You shall also pay the Subscription Charges for the duration of the Subscription Period (and for any period of auto renewal in accordance with clause 6.4) by monthly direct debit unless the Services are terminated earlier in accordance with this agreement in which case you shall pay for the Services provided on a pro rata basis up to the date that this contract is terminated.

Anne may increase the Subscription Charges on an annual basis with effect from each anniversary of the date of this contract. We will notify you of any increase in the Subscription Charges within 30 days of any increase taking effect and you will be free to contact our Team via our website at www.anne.health to end the contract before the increased Subscription Charges take effect and receive a refund for any Services you've paid for in advance, but not received:

At least 30 days prior to the end of your Subscription Period we will confirm the Subscription Charges that will apply following the end of your Subscription Period. At the end of your Subscription Period your contract with us will automatically renew unless you confirm to us via the patient portal on our website www.anne.health that you do not wish for your contract with us to continue..  

If we're unable to collect any payment you owe us we will charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgement. You pay us the interest together with any overdue amount. 

We may suspend all or part of the Services until payment has been made in full.

In the event that you/the Minor (if applicable) fail to keep a pre booked appointment or provide less than 48 hours notice of cancellation for any reason then we reserve the right to charge you to cover the costs of any fees charged to Anne for the missed appointment. You will be responsible for paying any fees within 7 days of our invoice to you. This includes any sessions that are included in the membership you/the Minor are subscribed to.

DATA PROTECTION 

How we use any personal data you/the Minor (if applicable) give us is set out in our Privacy Notice: www.anne.health/policies 

LIMITATION OF LIABILITY

We would like to draw your attention to the fact that Anne does not carry insurance. 

8.2 We don't compensate you for all losses caused by us or our Services

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

• Caused by a delaying event outside our control. As long as we have taken the steps set out in clause 4.5.

• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use. 

• A business loss. Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited.

• Attributable to the care or advice received from any Independent Healthcare Professional. Anne shall assume no liability to you whatsoever in connection with any services, care, prescriptions or medication provided to you/the Minor (if applicable) by any Independent Healthcare Professional. You acknowledge that your reliance on the advice or care of any Independent Healthcare Professional is entirely at your own risk/that of the Minor for whom you have legal responsibility (if applicable).

Nothing in this agreement limits any liability which cannot legally be limited, including but not limited to liability for:

• death or personal injury caused by our negligence 

• fraud or fraudulent misrepresentation; and

• breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 

TERMINATION

9.1 We can end our contract with you

We can end our contract with you for a service and claim any compensation due to us if:

• you don't make any payment to us when it's due and you still don't make payment within 30 days of our reminding you that payment is due. In the event that we cancel the contract with you for non- payment under this clause, you will be responsible for paying us the Subscription Charges and any other payments for the remainder of any Subscription Period and in the event that you wish to re-apply for any services from us you would need to pay a further Membership Application Fee and start at the beginning of the ordering process set out at clause 2

• you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the Services, for example, providing information or medical records required by any Independent Healthcare Professional.

8.2 You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Team via our website at www.anne.health

DISPUTES

You have several options for resolving disputes with us

Our complaints policy. Our Team at www.anne.health will do their best to resolve any problems you have with us or our services as per our Complaints policy www.anne.health/policies

Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. Alternative dispute resolution may be available to you, though at this time we are unable to direct you to an appropriate independent body for consideration of your complaint. 

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

OTHER IMPORTANT TERMS

11.1 We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We will tell you in writing if this happens and we will ensure that the transfer won't affect your rights under the contract. If you're unhappy with the transfer you can contact our Team on our website www.anne.health to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for Services not provided.

11.2 You can only transfer your contract with us to someone else if we agree to this. We can require the new owner to prove you transferred the service to them. In the event that the Minor shall attain the age of 18 during the Subscription Period (or any period of auto renewal), then we will require them to enter into a new agreement with us.

11.3 Nobody else has any rights under this contract. This contract is between you and us and this is the case if we are providing Services to the Minor (if applicable). Nobody else other than you can enforce this contract and neither of us will need to ask anybody else to sign-off on ending or changing it.

11.4 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

11.5 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

11.6 This agreement and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the law of England and Wales.

SCHEDULE 1 SUBSCRIPTION LEVEL, SUBSCRIPTION CHARGES AND SUBSCRIPTION PERIOD

We have 3 membership options available, each depending on your individual circumstances.

1. Standard: this will apply to anyone under 18 and those 18+ who are just starting out or have less than 24 months of previous treatment history. 

Standard Membership involves a Membership Application Fee of £200 and a monthly membership subscription of £150.

For patients under 18, the subscription will drop to £100 per month at 13 months and to £50 per month after 24 months if the patient is over 18 by this point. If the patient is still under 18 at the 24-month stage, it will remain at £100 per month until their 18th birthday, dropping to £50 per month thereafter.

Membership fees cover:

• Intake sessions with the gender care therapeutic team to build your gender report

• We will facilitate access to a qualified Doctor so they can advise on potential treatment options, including prescriptions if appropriate

• Initial intake blood test conducted via our partner lab, and ongoing blood tests required

• Blood tests are reviewed throughout the year as needed by clinical experts

• Gender care reviews at 3 and 6 months with the therapeutic team

• We will facilitate access to a qualified Doctor so they can advise on ongoing options, including prescriptions if appropriate

• Support and helpline on demand

2. Established History (24+ months history): This will apply to anyone who is 18+ and has evidence of a treatment pathway with another provider, private or NHS, for a minimum of 2 years.

Membership involves a Membership Application Fee of £200 and a monthly membership subscription of £50.

Medication and blood test costs are not included, and you will need to obtain a current full health check blood test, including hormone levels. 

If you cannot do this via your GP or another lab, we can facilitate this at our partner lab; please ask us for details, and we will set this up for you. 

Membership fees cover:

• Intake session with the gender care therapeutic team to confirm your gender history and create a report

• Facilitate access to a qualified Doctor so they can advise on current treatment and ongoing options, including prescriptions if appropriate

• Blood tests are reviewed throughout the year as needed by clinical experts

• We will facilitate annual access to a qualified Doctor so they can advise on ongoing options, including prescriptions if appropriate

• Support and helpline on demand

3. Established History (12+ months history): This will apply to anyone who is 18+ and has evidence of a treatment pathway with another provider, private or NHS, for a minimum of 12 months.

Membership involves a Membership Application Fee of £200 and a monthly membership subscription of £100.

Medication and blood test costs are not included, and you will need to obtain a current full health check blood test, including hormone levels. 

If you cannot do this via your GP or another lab, we can facilitate this at our partner lab; please ask us for details, and we will set this up for you. 

Membership fees cover:

• Intake session with the gender care therapeutic team to confirm your gender history and create a report

• Facilitate access to a qualified Doctor so they can advise on current treatment and ongoing options, including prescriptions if appropriate

• Blood tests are reviewed throughout the year as needed by clinical experts

• We will facilitate annual access to a qualified Doctor so they can advise on ongoing options, including prescriptions if appropriate

• Support and helpline on demand

4. Pre-Medical: This will apply to anyone who wants to be registered within the service to allow easy access to therapeutic support and general help but is not yet ready to embark on a medical pathway.

Membership involves a Membership Application fee of £200 and a monthly membership subscription of £10 per month. This is payable until you/your child wants to embark upon a medical pathway; at this point, the Standard or 2 Years Membership will be initiated depending upon circumstances.

Support and the helpline are included in this membership. You can pay for a blood test to be done if you would like to know hormone levels to assist with the move to the next membership stage.