Our terms and conditions for the services provided by Harrington Clinic
Last updated: 14 October 2026 · Version 2.0
1.1 These terms set out how The Harrington Clinic Ltd and our Practitioners provide the Services to you, including consultations, private prescriptions, blood testing, memberships and use of our patient platform.
1.2 Please read them before you use any of the Services. They also explain what to do if something goes wrong, and your rights to cancel.
1.3 You accept these terms when you create an account. Some Services (for example, a membership or a standalone blood test) also require you to confirm acceptance at checkout. We keep a dated record of your acceptance.
2.1 "We", "us" and "the Clinic" means The Harrington Clinic Ltd (trading as The Harrington Clinic), a company registered in England and Wales (company number 16649435), whose registered office is at Room 104 Chequer House, 12 King Street, King's Lynn, PE30 1ES. We are registered with the Care Quality Commission.
2.2 "You" means the person who registers for or uses the Services.
2.3 You can contact us by email at contact@harringtonclinic.co.uk or by telephone on 020 3478 8569.
2.4 We may contact you by telephone, email, secure message through our patient platform, or video, using the contact details you give us.
2.5 "Writing" and "written" in these terms include email and secure platform messages.
3.1 What we provide. The Services are provided by our Practitioners and by third-party providers we work with. They include remote consultations, memberships, prescribing, arranging the supply of medication, blood testing and access to our patient platform.
3.2 Private service. The Services are private and are not provided under the NHS. You pay for all elements of the Services you use.
3.3 Prescriptions. Whether a medicine is prescribed, and how the prescription is fulfilled, is always the Practitioner's clinical decision.
3.4 Eligibility. The Services are only for adults aged 18 or over who live in the United Kingdom.
3.5 Side effects. If you think you have a side effect from your treatment, contact us first. Your Practitioner will advise on next steps, which may include a blood test or a change of dose. If a symptom is unlikely to relate to your treatment, we will suggest you contact your GP.
3.6 Not an emergency service. We are not an emergency service. If you or anyone else needs urgent help, call 999. For urgent advice that is not an emergency, contact NHS 111.
3.7 Medical advice. Always speak to a doctor or qualified healthcare professional before starting, stopping or changing any treatment. Do not rely on information found online or from people who are not medically qualified.
3.8 Using your prescription. Prescriptions are for your personal use only and are valid only at lawful UK pharmacies. Before taking any medicine you must read the information supplied and follow the Practitioner's and pharmacy's instructions. If anything is unclear, contact us, another doctor or a pharmacist before taking it.
3.9 No refunds on medication. Dispensed medicines cannot be returned to a pharmacy, so we cannot offer refunds or returns on medication once a prescription has been dispensed, except where the Practitioner has made a prescribing error.
4.1 Booking. You can book a consultation through our website. Before your consultation goes ahead, you must have completed the steps in clause 4.2 and a clinician must have reviewed your information. Booking a consultation does not mean you are eligible for treatment.
4.2 What we need before your consultation:
4.3 If these steps are not complete, or you do not attend. If you have not completed the steps in clause 4.2 at least 48 hours before your appointment, or you do not attend, we may reschedule or cancel your consultation. If we cancel for either reason, the consultation fee is not refundable.
4.4 Cancelling your consultation. You can cancel your consultation for a full refund up to 24 hours before the appointment. Cancellations made less than 24 hours before are not refundable.
4.5 Free transfer consultations. The transfer consultation assesses your eligibility to transfer. It does not include ongoing clinical care, results review or prescribing, which begin once you join. Until your membership payment and self-declaration are complete, your current provider remains fully responsible for your treatment.
4.5 Your GP and previous providers. Keeping your GP informed is an important part of safe care, particularly for testosterone treatment, which may be long term. We will ask for your consent to contact your GP and any previous treating clinic, and to share relevant information about your treatment with your GP. We do not expect your GP to interpret your results or adjust your dose. If you do not consent, your Practitioner will discuss the risks with you and may decide that it is not safe to start or continue treatment.
5.1 How samples are taken. We do not take blood at our premises. Samples are collected at home (finger-prick kits) or by a blood draw provider, as set out in clause 5.6.
5.2 Tests before your first consultation. You will normally need two blood tests before your initial consultation. At our discretion, we may accept results from another UK laboratory, provided they are recent, include the markers we require and are shared with us as a PDF showing your personal details. If markers are missing, or further testing is needed, we will arrange it at additional cost. Once you are a member, monitoring tests are arranged through us and third-party results are not accepted (except as set out in clause 5.9).
5.3 NHS results. NHS guidance is that private and NHS care should be kept separate. We therefore do not accept NHS blood test results. If you do not provide the required results, we cannot treat you.
5.4 Monitoring schedule. The tests you need depend on your treatment, age and any changes to your medication. For testosterone treatment, monitoring typically takes place:
Your Practitioner may ask for additional tests where clinically needed.
5.5 Who pays for monitoring tests. Monitoring tests are arranged by your Practitioner through our designated laboratory.
5.6 Taking your sample. Pre-treatment samples should be taken before 11am. If you use injections, take your sample just before an injection is due. If you use a gel, take it 2 to 4 hours after applying; for a cream, 2 hours after applying. Avoid exercise for 48 hours beforehand. Your Practitioner will tell you whether you need a finger-prick or venous sample. A venous sample can be taken at one of our partner clinics or by a home-visit nurse (for a fee), or by another appropriately registered provider such as your GP or a nurse, provided the sample is sent to our designated laboratory using our kit and request form.
5.7 Your responsibility. You are responsible for having the tests your Practitioner advises, at the right time and in the right way. If you do not, we may reschedule your consultation or review, charge for any additional costs, or end our agreement (clause 16).
5.8 Overdue monitoring. Continued prescribing depends on your monitoring being up to date. If a test becomes overdue we will contact you to help arrange it. Your Practitioner may pause, reduce or stop prescribing until monitoring is up to date, particularly where safety checks such as haematocrit or PSA are due. We will explain why and what is needed to restart. If monitoring remains significantly overdue without good reason, we may end our agreement under clause 16.
5.9 Transferring from another clinic. If you are transferring from another provider, our clinical team may, at their discretion, accept recent results from a UK laboratory in place of new tests, provided they meet the requirements in clause 5.2. This applies only at the transfer assessment stage, before your membership starts. If the team does not accept your results, you will need to complete new tests with us before treatment can go ahead.
5A.1 Scope. This clause applies if you buy a blood test without a membership or consultation ("lab-only"), or use our platform only for personal tracking such as food, sleep or health metrics ("platform-only"). The other clauses of these terms also apply, except those that relate only to consultations, prescribing or memberships.
5A.2 No treatment relationship. Buying a test or using the platform does not create a consultation or treatment relationship with our Practitioners and does not make you eligible for treatment. You can apply for our full assessment pathway separately, which is subject to its own eligibility checks.
5A.3 Your results. Lab-only results are provided with the laboratory's reference ranges and flags. They are not reviewed or interpreted by a clinician unless you buy a doctor's review. Results are information, not a diagnosis.
5A.4 Following up your results. You are responsible for discussing any out-of-range or concerning results with your GP or another healthcare professional. We are not responsible for any consequences of results not being followed up.
5A.5 Urgent results. If your results suggest you may need urgent medical attention, a clinician may contact you. Please keep your contact details up to date so we can reach you.
5A.6 Doctor's review. You can buy a doctor's review of your results, at checkout or afterwards. The scope, price and turnaround of the review are as described at the point of purchase. A review explains your results and advises on appropriate follow-up. It does not include treatment, prescribing or dosing advice.
5A.7 Your results are yours. We release results only to you. If you choose to share them with anyone else, you do so yourself.
5A.8 Platform tracking. Information you record or import into the platform (including from connected devices or apps, where offered) is for your own use. It is not monitored by our clinicians and is not medical advice. We are not responsible for the accuracy of data supplied by third-party devices or apps. We may add, change or withdraw platform features.
5A.9 Accurate information and eligibility. You must be 18 or over and live in the UK, the person giving the sample must be the account holder, and the health and medication information you give must be accurate. We may verify your identity.
5A.10 Refusing an order. We may refuse or cancel an order where we believe the service is unsuitable for you or is being misused, and will refund you if we do.
5A.11 Cancellations and refunds. Your rights to cancel a test order, including after a kit has been dispatched or used, are set out in our Refund Policy. Your statutory rights are not affected.
6.1 Length. Initial consultations are typically 45 to 60 minutes and follow-up reviews 15 to 30 minutes. The Practitioner decides the length based on your clinical needs. The fee is per consultation and does not change if it is shorter or longer than expected. Transfer-of-care consultations for patients already receiving treatment elsewhere are free, subject to our team confirming eligibility before the appointment.
6.2 No obligation to treat. A consultation does not oblige us to treat you. Treatment is at the Practitioner's clinical discretion, and the consultation fee is not refundable if the Practitioner decides treatment is not appropriate.
6.3 Interruptions on your side. If your consultation is interrupted by a problem with your connection or equipment, the Practitioner will decide whether it can continue. Please contact us as soon as possible.
6.4 Interruptions on our side. If our systems fail during your consultation, we will contact you as soon as reasonably practicable and offer to complete it.
6.5 Incomplete consultations. If a consultation is not completed, we may not be able to offer treatment. If you end a consultation early, you are not entitled to a refund for the part already provided. If a paid service is only partly provided for reasons on our side, we will refund a fair proportion for the part not provided.
6.6 Rescheduling by us. If we need to reschedule, we will contact you in advance to agree a new time. If we offer a reasonable alternative appointment, or a full refund if you prefer not to rebook, that is our responsibility met for the original appointment.
7.1 Joining. If, after your consultation, your Practitioner recommends treatment, you will be invited to join a membership plan. Memberships start only after a prescribing decision. Depending on your plan, membership includes:
Current plan prices and inclusions are shown on our website.
7.2 Paying. You can pay monthly or annually. Annual payment is discounted. You must keep a valid payment card on your account for membership payments.
7.2A Transferring from another provider. The transfer consultation assesses your eligibility to transfer. It does not include ongoing clinical care, results review or prescribing, which begin once you join. Until your membership payment and self-declaration are complete, your current provider remains fully responsible for your treatment.
7.3 Six-month minimum term. The first six months of testosterone treatment are when your dose is adjusted, your safety checks take place and we plan your monitoring in advance. For this clinical reason, memberships have a minimum initial term of six months, after which they continue on a rolling monthly basis. If you cancel during the initial term (other than under clauses 7.4 or 7.8):
7.4 Stopping for clinical reasons. The minimum term does not apply if your Practitioner decides treatment should stop, or you stop treatment on your Practitioner's advice, for clinical reasons. In that case your membership ends at the end of the current payment period and you will not be charged for the remainder of the initial term.
7.5 Cancelling after the initial term. After the initial term you can cancel at any time by giving 30 days' notice, through your patient portal or in writing. You keep access to the Services until the end of the notice period.
7.6 Missed payments. You must keep your payments up to date to continue receiving the Services, and we may suspend them if a payment fails. If you want to restart the Services, you must first pay any sums that were owed to us under your membership but not paid. If enough time has passed since you stopped, your Practitioner may require a new consultation, at your cost, before treatment restarts.
7.7 Discretionary refunds. In exceptional circumstances, our patient support team may offer an annual member a partial refund. If so, the months used are charged at the monthly rate and the balance is refunded.
7.8 Clinical termination for annual members. If we end treatment for clinical reasons, annual members are refunded for the unused period at the discounted annual rate.
7.9 Changing plan. You can ask our patient support team to switch between plans at renewal, subject to clinical suitability. Any unused part of your current plan is credited proportionately.
7.10 Your 14-day right to cancel. In addition to the rights above, you can cancel your membership within 14 days of joining, without giving a reason, by telling us in writing. If you asked us to start providing the Services within those 14 days, we will deduct a proportionate amount for Services already provided (including any medication dispensed, which cannot be refunded under clause 3.9). We will refund you within 14 days of being told, using the payment method you used. The minimum term in clause 7.3 applies only after this period.
8.1 We are not responsible for delays or failures caused by events outside our reasonable control, such as power or telecommunications failures, fire, flood, severe weather, industrial action, laboratory, courier or pharmacy disruption, or government action.
8.2 If such an event affects the Services, we will tell you as soon as possible and take reasonable steps to minimise the effect, including arranging alternative providers where we can. If the disruption lasts more than one month, you may end the agreement by writing to us, and we will refund any sums paid in advance for Services not provided.
9.1 Our Privacy Notice explains how we use and protect your personal and health information. It forms part of these terms.
9.2 Information you give us that is relevant to your care becomes part of your clinical record. You can ask for a copy of your record at any time.
9.3 We keep clinical records for the periods required by law and professional guidance, including after our agreement ends. We do not delete clinical records simply because you stop using the Services.
10.1 You promise that:
10.2 You must tell us promptly about any change to your name, address, contact details, health or medications.
11.1 To keep the Services safe, we verify the identity and age of everyone we treat before treatment starts. This is carried out by a specialist third-party verification provider and may require photo ID and a likeness check.
11.2 Once verification is complete, we keep a record that it took place, not a copy of your ID document.
11.3 We may ask you to verify your identity again at any time. If you do not provide the information within seven days, or verification is unsuccessful, we may pause the Services or end our agreement.
12.1 Our Services are limited to the assessment and treatment of testosterone deficiency in adult men, and related monitoring, and to the lab-only and platform services in clause 5A.
12.2 We do not provide gender-affirming or gender transition treatment, hormones for bodybuilding, performance or aesthetic purposes, or any treatment outside our evidence-based clinical protocols. Enquiries about services we do not provide will always be treated respectfully, and we will signpost you where we can.
13.1 Patient support messaging. Messaging is for questions about your current treatment, prescriptions, results, side effects and account. We aim to reply within two working days. It is not for urgent matters (clause 3.6) or for conditions outside our Services.
13.2 When a review is needed. If a question needs a proper clinical assessment, or contact becomes excessive, we will arrange a follow-up review instead, charged in line with your plan (clause 7.1(c)).
13.3 Respectful conduct. We will treat you with respect and ask the same of you. We do not tolerate abusive, threatening or harassing behaviour towards our staff, Practitioners or partners.
13.4 Using our platform. You must not misuse our website or platform, including by attempting unauthorised access, introducing malicious code, or sharing your account with anyone else.
13.5 If these standards are not met, we will normally contact you first to resolve the issue. Serious or repeated breaches may lead to us ending our agreement under clause 16.
14.1 We may update these terms to reflect changes in the law, regulatory requirements, clinical guidance, our Services or how we operate. We will give you at least 30 days' notice of any change that materially affects you, unless a change is needed sooner for legal or patient-safety reasons.
14.2 We may change our prices. We will give members at least 30 days' notice before a price change applies to them.
14.3 If a change under clause 14.1 or 14.2 is to your disadvantage, you may end your membership before the change takes effect without any minimum-term charge, except for Services already provided.
14.4 The current version of these terms is always available on our website.
15.1 If you are unhappy with any part of our Services, please tell us by email to contact@harringtonclinic.co.uk, by phone or in writing.
15.2 We will acknowledge your complaint within 3 working days and aim to send a full written response within 28 calendar days. If we need longer, we will explain why and keep you updated.
15.3 If you are not satisfied with our response, you can ask for it to be reviewed by our Nominated Individual. If you remain dissatisfied after that review, you can refer your complaint to the Independent Sector Complaints Adjudication Service (ISCAS) at www.iscas.org.uk.
15.4 You can also share feedback about your care with the Care Quality Commission. The CQC does not investigate individual complaints.
16.1 We may end our agreement, or pause the Services, by writing to you if:
16.2 We may stop providing a particular Service. If so, we will give you reasonable notice and refund any sums paid in advance for Services that will not be provided.
16.3 Safe discontinuation. If our agreement ends while you are receiving treatment, for any reason, we will give you clinical advice on safely stopping treatment or transferring your care, and will share relevant information with your GP or new provider with your consent.
16.4 If we end the agreement under clause 16.1, we will refund sums paid in advance for Services not provided, less any amounts you owe us under these terms.
17.1 We provide the Services with reasonable care and skill. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law, and nothing affects your statutory rights.
17.2 Treatment responses vary between individuals, and we cannot guarantee any particular result.
17.3 We are not responsible for losses that were not reasonably foreseeable when you accepted these terms, or for losses caused by you giving us inaccurate or incomplete information, not following clinical advice, or not following up results as set out in clause 5A.4.
17.4 Our Services are for personal use. We are not liable for any business losses.
17.5 Third-party providers we work with (including pharmacies, laboratories and blood draw providers) are responsible for the services they provide under their own professional and regulatory obligations.
17.6 Information on our website is general information and is not medical advice for your individual circumstances.
18.1 Transfer of our rights. We may transfer our rights and obligations under these terms to another organisation. We will tell you if this happens and make sure your rights are not reduced. You may not transfer your rights, because the Services are personal to you.
18.2 Third parties. Only you and we have rights under these terms.
18.3 Severability. If any part of these terms is found to be unenforceable, the rest remains in effect.
18.4 Delay. If we do not enforce a right straight away, we can still enforce it later.
18.5 Governing law. These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts of that country.
Practitioner: a GMC-registered doctor, or other appropriately registered clinician, engaged by us to provide clinical Services.
Services: the services described in clause 3.1 and clause 5A.
Concierge plans: our Concierge and Concierge+ memberships.
Working day: a day other than a Saturday, Sunday or public holiday in England.
These Terms of Service were last updated on 14 October 2026
Version 2.0 - Effective from 14 October 2026