Switch Consultation: Terms & Conditions

1. Eligibility & verification requirements

Active treatment requirement

This scheme is strictly reserved for patients transitioning their existing care from another clinic or medical practitioner.

Required documentation

To facilitate your consultation, you must provide:

• Your most recent blood test results
• Your pre-treatment blood results (if available)

2. Deposit, forfeiture, and subscription credit

The deposit

The standard £150.00 switch consultation fee is waived. To secure your 30-minute clinical slot, a £75.00 non-refundable commitment deposit is required at booking.

Subscription credit

Upon successful completion of your consultation, the full £75.00 deposit will be applied as a credit against your first Arc TRT subscription billing run. This applies to:

• Standard monthly subscriptions
• 6-month upfront payment plans
• 12-month upfront payment plans

Credit expiration

This credit is valid for 3 months from the date of your consultation. If a subscription is not activated within this period, the credit expires and is non-refundable.

3. Mandatory intake forms

All medical intake and consent forms must be completed online before your appointment. These forms are sent to you via:

• Your initial booking confirmation email
• A reminder email 24 hours before your appointment time

4. Attendance, lateness, and rescheduling

Strict lateness policy

Because switch consultations are streamlined 30-minute sessions for patients already on TRT, time is strictly limited.

Rescheduling limit

You are permitted to reschedule your consultation only once, free of charge, provided that you give a minimum of 48 hours' notice before your original slot.

Cancellations & short-notice changes

Cancellations or rescheduling requests made within the 48-hour window before the appointment will result in the immediate forfeiture of the £75.00 deposit.

5. If the doctor determines you're not suitable

If our prescribing doctor determines during the consultation that you are medically unsuitable for a switch of treatment, the £75.00 deposit will be retained by the clinic.

This fee covers the 30 minutes of specialist clinical analysis and expert medical assessment provided during the consultation. No further subscription billing will occur.

Where possible, we will provide clear clinical reasoning for the decision and signpost you to alternative care options.

6. Medical decisions

The consultation does not guarantee that treatment will be offered. All clinical decisions are made by GMC-registered doctors based on:

• Your clinical presentation
• Your medical history
• Your blood test results
• Your current protocol and prescribing history

Booking a consultation is not a guarantee of ongoing prescription or treatment. Arc TRT reserves the right to decline treatment at any point for clinical, safety, or safeguarding reasons.

7. Your 14-day cooling-off right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a contract for services made online within 14 days of the booking, and receive a full refund, provided the service has not yet been performed.

Your consultation is a service. Once you have attended your consultation, the service has been performed and the 14-day cooling-off right no longer applies.

By booking a consultation within the 14-day cooling-off period and choosing to attend, you are agreeing to the service being performed within that period and confirming that you understand you lose your right to cancel and be refunded once the consultation takes place.

8. Payment processing

The £75.00 deposit is processed by our third-party payment provider at the point of booking. Card payments are handled securely; Arc TRT does not store your full card details.

Where refunds are due (in the specific circumstances outlined in these terms), they will be processed to the original payment method and typically arrive within 5 to 10 working days, depending on your bank.

9. Your data

Any personal information you provide during booking, intake forms, and consultation is handled in accordance with our Privacy Policy and applicable UK data protection law, including the UK GDPR and the Data Protection Act 2018.

Your medical information is stored securely, is only shared with clinicians and staff involved in your care, and is retained in line with UK medical record retention guidelines.

10. Complaints

If you have concerns about your consultation, our clinicians, or these terms, please contact us in the first instance at support@arctrt.co.uk. We aim to acknowledge complaints within 3 working days and provide a full response within 20 working days.

Complaints are handled in accordance with our full Complaints Procedure, which is available on our website.

If you are unhappy with our response, you can escalate concerns to:

• The Care Quality Commission (CQC) for concerns about the standards of care provided
• The General Medical Council (GMC) for concerns about individual doctors
• The General Pharmaceutical Council (GPhC) for concerns about our pharmacy

11. Your statutory rights

Nothing in these terms is intended to limit or exclude your statutory rights as a consumer under UK consumer law, including but not limited to the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If any part of these terms is found to be unenforceable, that finding does not affect the enforceability of the remaining terms.

12. Contact us

For any questions about these terms, your booking, or your consultation, please contact:

13. Governing law

These terms are governed by the laws of England and Wales. Any disputes arising from these terms or your consultation will be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Changes to these terms

We may update these terms from time to time to reflect changes in our services, in the law, or in our operational practice.

The terms that apply to your booking are those in effect at the time you make your booking and pay your deposit. Updates to these terms will not apply retrospectively to bookings already made.

The most current version of these terms is always available at arctrt.co.uk/switch-trt-clinic-terms. The "Last updated" date at the top of this page shows when they were last revised.