Terms & Conditions


General Website Information

The information contained on The Kensington Doctors website is not intended to recommend the self-management of health problems or wellness. It is not intended to endorse or recommend any particular type of product, medical treatment, or surgical or non-surgical cosmetic procedure. Should any reader have any healthcare-related questions, promptly call or consult your physician or healthcare provider. No information contained in this website should be used by any reader to disregard medical and/or health-related advice or provide a basis to delay consultation with a physician or a qualified healthcare provider. You should not use any information contained in this website to initiate the use of dietary supplements, vitamins, herbal and nutritional products or homeopathic medicine, or indeed any other products before consulting first with a physician or healthcare provider. Harley Street Medical disclaims any liability based on information provided on this website.

(1) No Advice:

This website contains general information about medical and gynaecological conditions and treatments. It also contains information on cosmetic surgery and procedures. This is not advice, and should not be treated as such.

(2) No Warranties:

The medical information on this website is provided without any representations or warranties, express or implied. We make no representations or warranties concerning the medical information on this website.

Without prejudice to the generality of the information, we do not warrant that:

(a) the medical information on this website will be constantly available, or available at all; or

(b) the medical information on this website is complete, accurate, up-to-date, true or non-misleading.

(3) Professional Assistance:

You must not rely on the information on this website as an alternative to medical advice from your doctor or other professional healthcare providers. If you have any specific questions about any medical matter you should consult your doctor or other professional healthcare providers. If you think you may be suffering from any medical condition you should seek immediate medical attention. You should never delay seeking medical advice, disregard medical advice, or discontinue medical treatment because of information on this website.

Emergency Notice

Some of our services are not suitable for any emergency medical situation or for any diagnosis or treatment that may require an urgent physical examination. If you are in an emergency situation (or you think there is the opportunity for the situation to escalate to one considered to be an emergency situation) or you require urgent or emergency treatment, you must contact the emergency services by dialling 999 or seek other emergency medical services.

(4) Limiting Our Liability:

1. Definitions

In these Terms, the following definitions shall apply:

  • “Advice” means any advice or information provided (whether through voice communication, video or electronically) by the TGL or via the Semble system.
  • “TGL Clinician/Doctor” means a medical practitioner employed or engaged by the TGL who will devise and implement a Treatment Plan.
  • “Services” means those services that we agree to provide to you which may include (without limitation) Advice, providing access to Doctors, formulation of Treatment Plans, provision of Treatments, referrals to specialists, prescribing certain medicines, and the sale of Products.
  • “Treatment” means the Advice, procedures, tests and medications provided to you in accordance with your Treatment Plan.
  • “Treatment Plan” means the bespoke treatment plan devised for you by the TGL specialist based (without limitation) on results of tests, medical reports and diagnoses from Doctors, and other relevant information provided by you.

2. Limitations

Nothing in this medical disclaimer will:

(a) limit or exclude our liability for death or personal injury resulting from negligence;

(b) limit or exclude our liability for fraud or fraudulent misrepresentation;

(c) limit any of our liabilities in any way that is not permitted under applicable law; or

(d) exclude any of our liabilities that may not be excluded under applicable law.

3. Registration and Eligibility

When you register with us, you agree to provide us with the following:

  • your full name, including any middle names, maiden name if married, or any other names you have been previously known by
  • date of birth full postal address including postcode
  • your GP name and address
  • a photo ID (passport or driving licence) for identification purposes at the time of consultation
  • a “selfie” type photograph holding the photo ID close to your face so that the wording is clear and readable

You confirm to the best of your knowledge to have exercised all due skill and care that the information you have provided is complete, true and correct. A copy of your identification will be stored on our secure Pabau medical software in your medical record for future identification purposes. The Pabau platform meets the requirements of GDPR.

4. Your Account

You agree, at all times, to provide us with accurate and complete information in your registration and account, and to update such information as appropriate.

5. Video Consultations

A few days before your consultation, please ensure that you know how to log on. If you have difficulty, you can contact our admin team who will take you through the necessary steps.

You must have available a photo proof of identity (for example a Passport or Driver’s License) to show the Doctor at the start of your consultation. If the doctor cannot verify your identity, they may choose to cancel the consultation or be unable to issue a prescription. Please, therefore, ensure that you provide correct and accurate information.

At the beginning of each consultation, the doctor will confirm the address from where you are having your consultation from. The purpose of this is, in the unlikely event of an emergency, the doctor can notify the emergency services of your location.

The Kensington Doctors provides a service that allows users to consult with a doctor via secure video chat via our software Pabau or Zoom.

You agree to always provide any doctors with whom you have a video consultation, with accurate and complete information about you.

The doctor allocated to you will record the results of the consultation as required by law and regulatory requirements.

You agree to review and inform us of anything that you believe to be incorrect or inaccurate.

At the time of your consultation:

  • You must make sure that you have good internet access.
  • Consultations need to take place in a private setting. They CANNOT take place if you are driving, walking in the park, in a café or another non-private environment.

The doctor will terminate the consultation if the above takes place, and you will need to rebook a new consultation and pay again.

6. Prescriptions

If the doctor, based on his/her medical assessment, decides that you are suitable for treatment, he/she may issue a private prescription that shall be dispensed by the nominated pharmacy.

You understand and accept that there is no guarantee that you will be approved to receive a prescription following a video consultation. Prescriptions are issued at the sole discretion of the Doctor.

Please note that the only controlled drugs that we can prescribe at The Kensington Doctors are Testosterone and DHEA. These two medications are classified under Controlled Drugs Schedule 4 Part 2.

Other types and classes of controlled drugs (or restricted drugs and substances as classified by The Misuse of Drugs Regulations 2001), specialist drugs, medications that require closer monitoring, drugs such as benzodiazepines, opioids such as morphine, and other classes of drugs regarded as strong painkillers such as a high dose codeine phosphate are considered unsuitable for prescribing online. This is not an exhaustive list, and there may also be other drugs and medications that doctors will be unable to prescribe. If you require these medications, please do not book an appointment with us as these will NOT be provided and you will still be charged for the consultation.

All medications prescribed will be related to hormone replacement therapy or doctors are comfortable and familiar with the medications.

You agree and consent to the TGL sharing basic identification data with the nominated pharmacy, for the purposes of enabling the pharmacy to verify your identification on collection of your prescription. The pharmacy will contact you directly to process the prescription, including to confirm your details and, if the delivery option is selected, to arrange delivery.

All prescriptions that are issued by a doctor are only valid at approved UK pharmacies.

Problems with the processing of prescriptions, and the dispensing of medication, by pharmacies.

The Kensington Doctors has no control over or responsibility for any individual pharmacy, or its policies in relation to the acceptance or processing of prescriptions, the dispensing of medication, or delivery or opening times.

If a prescription issued to you by a doctor, is not processed, dispensed or (if applicable) delivered to you correctly; we recommend that you contact the nominated pharmacy. You may, in these circumstances, be entitled to a refund from the relevant pharmacy. You will not, however, be entitled to a refund for the fees you have paid for the video consultation itself.

7. Fees

The Fee to book an appointment is 50£. This will be redeemed towards your treatment. If you don’t ‘turn up’ to your appointment or decide not to have the treatment then your 50£ will not be refunded.

8. Cancellation Policy

Any cancellation with less than two working days’ notice will incur a full charge. If you wish to cancel, either call us at +44 77843 36868 during our working hours or email us at and provide your name, date of birth and the time of your consultation.

Please note that if you do not attend your appointment without 48 hours prior notice, you will be charged for the full appointment time, and you will need to rebook at the full rate.

All registration documents MUST be submitted prior to the initial consultation, otherwise, your appointment will have to be cancelled and you will be charged for the full appointment time.

(5) General Disclaimer and Limitation of Liability

The Kensington Doctors Limited website contains facts, views, opinions, statements and recommendations from potential third parties, information providers and/or organisations. The Kensington Doctors website does not represent or endorse the accuracy, completeness or reliability of any advice, opinion, statement or other information displayed, uploaded or distributed through the website. You acknowledge that any reliance upon any such opinion, advice, statement or information shall be at your sole risk. The Kensington Doctors Limited makes no warranty or representation whatsoever regarding the website or any content, advertising services or products provided through or in connection with the website.

The Kensington Doctors Limited expressly disclaims any and all warranties, express or implied, including, without limitation without limiting the foregoing, The Kensington Doctors shall not be liable to you or your business for any incidental, consequential, special, or punitive damages or lost or imputed profits or royalties arising out of this agreement or any goods or services provided, whether for breach of warranty or any obligation arising therefrom or otherwise, whether liability is asserted in contract or tort (including negligence and strict product liability) and irrespective of whether you have been advised of the possibility of any such loss or damage. Each party hereby waives any claims that these exclusions deprive such party of an adequate remedy.

You acknowledge that third-party product and service providers may advertise their products and services on The Kensington Doctors website. The Kensington Doctors forms partnerships or alliances with some of these vendors from time to time in order to facilitate the provision of these products and services to you. However, you acknowledge and agree that at no time is The Kensington Doctors Limited making any representation or warranty regarding any third party’s products or services, nor will The Kensington Doctors Limited be liable to you or any third party for any claims arising from or in connection with such third party products and services. You hereby disclaim and waive any rights and claims you may have against The Kensington Doctors Limited with respect to third-party products and services, to the maximum extent permitted by law. Further, you agree to use the Site and contents thereof only for lawful purposes.

1. Feedback & Opinions

Any feedback/opinion(s) expressed in response to e-mail queries shall not be treated as medical advice until and unless the physical examination of the patient is carried out no treatment shall be initiated. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. 

Whilst every effort is made to address all queries and to accommodate valuable feedback from the Users, The Kensington Doctors does not guarantee a response or action to every mail.

2. Privacy Policy

The Kensington Doctors Limited is required by law to maintain the privacy of your medical information, to provide you with this written Notice of Privacy Rights and Practices, and to abide by the terms of the Notice currently in effect. This policy shall be applicable to the information collected or displayed on our website. We assure you that we take privacy seriously and keep your privacy and the information that you have provided to us strictly confidential. We shall not intentionally or unless required under laws share the contents of any person with any outside authorities or any third party. We do not guarantee or assure you that the electronic communications received from you or contents or records may not be accessible to third parties.


As stated at the outset, any medical information on this website is provided as an information resource only, and is not to be used or relied on for any diagnostic or treatment purposes. This information does not create any patient-physician relationship, and should not be used as a substitute for professional diagnosis and treatment. Please consult your healthcare provider before making any healthcare decisions or for guidance about a specific medical or cosmetic procedure. Harley Street Medical expressly disclaims responsibility and shall have no liability, for any damages, loss, injury, or liability whatsoever or howsoever suffered as a result of your reliance on the information contained in this Website. By visiting this Website you agree to these terms and conditions, which may from time to time be changed or supplemented by The Kensington Doctors. If you do not agree to the foregoing terms and conditions, you should not enter this website.

Last updated and reviewed on 07 August 2023.