Frequently Asked Questions

This plan enables you to investigate us without commitment or risk. Please see the Journey Guide attached. The benefits you get with this plan are; Access to our client portal, where you can book, edit and manage your sessions and subscription. The ability to send us messages and ask questions (but not treatment-specific). Access to free regular Group Support Sessions, which are virtual (online) small (3 to 8 people) peer group meetings facilitated by an Eden specialist as a safe space to meet other Eden users and ask non-confidential questions. The chance to participate in research by sharing your story. With your help, we hope to build a substantial data set on transgender, non-binary and intersex patients, in order to drive forward research and care. Any data shared for research use outside of Eden New Life will always be anonymised, and, always first subject to your approval.

The subscription fee you pay includes all the basic services you need to access our care safely. There are no extra charges for application, intake, online sessions such as with a doctor, or e-prescriptions. Private blood tests are included with this plan. Any medication fees are charged separately by the pharmacy to you. The full benefits you get with this plan are (includes everything in the Free plan); Access to our client portal, where you book, edit and manage your sessions and subscription. The ability to send us messages 24/7 and ask questions specific to your treatment and subscription. Access to free regular Group Support Sessions, which are virtual (online) small (3 to 8 people) peer group meetings facilitated by an Eden specialist. The chance to participate in research by sharing your story. A detailed 60-minute intake (virtual, online) session with a specialist. A 30-minute private (virtual, online) diagnosis session with a specialist. A 20-minute private (virtual, online) hormone advice (how to take, interactions etc.) and prescription session with a prescriber. Further, a 20 minute injection training session with a nurse if you need it. Four private blood tests per year, with nurse visit to your home or workplace to take yoru sample. We remind you when the tests are due. Any private e-prescriptions you need, limited to hormones or related issues. A 30-minute private (virtual, online) session with a specialist every 12 weeks. Prescriptions provided by our UK mail-order pharmacy partners* Blood test advice (what to take, or results checked for you) any time. Up-to-date medication prices, test prices and more detailed information on our subscription plans can be found in our FAQ. *Access to prescriptions and our pharmacy partners is always subject to a detailed assessment of your needs by suitably qualified and independently regulated Eden specialists. Purchasing an Eden subscription does not automatically qualify you to receive e-prescriptions or any other services. Medication advice and prescriptions are limited to hormones and related medications, such as for hormone side effects. Our specialists do not offer advice or prescriptions for other unrelated issues.

This is a summary of our refund and cancellation terms. The full terms can be found in the Financial Policy section of our terms and conditions. You can find a link to these at the end of every page on our website. You can cancel your subscription at any time via your account on our website. When you cancel a subscription your access to our services will continue to the end of the subscription period. We don't end subscription plans early or refund for unused time. To change plans, cancel your existing subscription and resubscribe to a new one. ​If you are unable to cancel your subscription in your client portal just send us a message. UK statutory cooling off period: if you start a subscription but cancel it within 14 days you may be able to receive a full refund, provided that we have not started providing you with services. For example, if you have received a session, or asked us to process your induction questionnaire then our costs may exceed the amount of your first subscription payment and no refund will be available.

The subscription fee you pay includes all the basic services you need to access our care safely. There are no charges for application, intake, online sessions such as with a doctor, or e-prescriptions. Medication and blood tests are charged separately if you choose to access them. The full benefits you get with this plan are (includes everything in the Free plan); Access to our client portal, where you book, edit and manage your sessions and subscription. The ability to send us messages 24/7 and ask questions specific to your treatment and subscription. Access to free regular Group Support Sessions, which are virtual (online) small (3 to 8 people) peer group meetings facilitated by an Eden specialist. The chance to participate in research by sharing your story. A detailed 60-minute intake (virtual, online) session with a specialist. A 30-minute private (virtual, online) diagnosis session with a specialist. A 20-minute private (virtual, online) hormone advice (how to take, interactions etc.) and prescription session with a prescriber. Further, a 20 minute injection training session with a nurse if you need it. Any private e-prescriptions you need, limited to hormones or related issues. A 30-minute private (virtual, online) session with a specialist every 12 weeks. Prescriptions provided by our UK mail-order pharmacy partners* Access to our private blood testing service if you want it (additional fees apply). Blood test advice (what to take, or results checked for you) any time. Up-to-date medication prices, test prices and more detailed information on our subscription plans can be found in our FAQ. *Access to prescriptions and our pharmacy partners is always subject to a detailed assessment of your needs by suitably qualified and independently regulated Eden specialists. Purchasing an Eden subscription does not automatically qualify you to receive e-prescriptions or any other services. Medication advice and prescriptions are limited to hormones and related medications, such as for hormone side effects. Our specialists do not offer advice or prescriptions for other unrelated issues.

No. Our subscriptions have been carefully designed in consultation with a clinical expert to give you all the key advice and support we think you need, when you need it, so that you have the best health outcomes. For example, with some subscription plans you can have a check in with a specialist and blood test review every twelve weeks. Even if you pay annually in advance, you may not schedule these four sessions more quickly. We want to make sure you have access to the right advice for the whole year.

We are a specialist private UK transgender, non-binary and intersex healthcare advisory service. We are 100% online so everything is done via your phone or computer, including meetings with doctors. All our specialists are UK registered professionals and you can read about them on our website. You do not need any diagnosis or referral to become one of our clients. You can subscribe and access services immediately. In return for a monthly subscription, we connect you to a group of carefully selected independent, qualified professionals, including doctors, for virtual care. They provide you with advice, which can include diagnosis, e-prescriptions and access to our pharmacy partners for medication including gender affirming hormone therapy (GAHT). Your e-prescriptions are passed directly to our UK pharmacy partners and you can order and pay for your hormones or other medication for mail order delivery in a few clicks. Our subscription model means you have constant access to experts who understand your healthcare needs. The services we provide follow our own treatment protocols (models for your care) which were designed by a specialist UK doctor following WPATH guidelines.

We appreciate that this is an important aspect of transition for many of our clients, but it is not a service we are able to provide directly at the moment. However, you may find the external resources below to be helpful. Phone App Voice Tools: Android: https://play.google.com/store/apps/details?id=com.DevExtras.VoiceTools&hl=en_GB Apple: https://apps.apple.com/us/app/voice-tools/id1447495900 Voice Coaching (from a qualified professional coach, and not through Eden New Life): https://www.jordanrosscommunication.com/

Following on from the Cass Review, we are no longer accepting new clients aged under 18. Clients must be aged over 18 to access our services.

We know how frustrating this can be! First check your junk or spam email folder to see if our emails are there. If not, please use one of the other options on our contact page to send a message to our team. It may be that your email provider is blocking our emails. These are help@edennew.life and clientcare@edennew.life.

While we do not offer formal shared care plans, we are always open to collaborating and engaging with other healthcare professionals in order that patients receive the best care. We also take referrals from clinics and surgeries who want to find timely care for their patients who need our expertise. We welcome contact from healthcare professionals at any time; Email: help@edennew.life WhatsApp: 07479 022482 Call: 07888 868 297 We will happily speak with you inc. web meeting. We are transparent and open to any feedback. Please also see clinic flyer attached.

Yes. In most cases, our team members are appropriately licensed to support clients in this country. You must tell us when you subscribe that you are in Ireland. You have two options for care which align with our two transgender subscription plans. 1. Hormone Advisory Plan - you would receive all sessions online, as is standard. With regards to medication, you will need to arrange a courier collection of any prescription from our UK pharmacy partner (at your cost) rather than paying them for mail-order delivery. Irish couriers have the knowledge and expertise to be able to transit any medication safely and legally cross-border. Our blood test service does not operate in Ireland but we can review test results from other providers that you use, such as your GP. 2. LIfe Advisory Plan - you would receive all sessions online, as is standard. If you have a supportive GP and pharmacy, we can enter into a collaboration with your GP where we provide them with a clinical protocol for your care. Your GP would provide you with prescriptions (which you need to manage) and blood tests. If either of these are of interest, please sign up to book in your intake session or get in touch.

You meet with our specialists using your computer or smartphone. We use the Google Meet service, so you don't need to install any special software. It's as easy as clicking once on the link we send you. You'll have a video and audio connection to us. Some sessions are recorded, with your consent. We will always alert you and ask for your consent before we start recording. We record so that you can always access a perfect record of what was discussed, in case it's needed in the future.

We do accept clients who have already started gender affirming hormone therapy at other providers. We do not offer a specific ‘transfer of care’ service. All prospective clients attend an Intake Session and Diagnosis Session, which are included in the monthly subscription. These sessions allow our specialists to obtain a clearer picture of you and your previous care. All information that you can provide on your treatment so far will be taken into consideration by our specialists. After these two sessions, you will have a full understanding of the services we can offer you, based on your health background. These services can include access to medication such as hormones if appropriate*. For a healthy adult (18+), it takes 4-8 weeks to complete our intake processes (including blood tests) and start to receive gender affirming hormone therapy (medication). *Access to prescriptions and our pharmacy partners is always subject to a detailed assessment of your needs by suitably qualified and independently regulated Eden specialists. Purchasing an Eden subscription does not automatically qualify you to receive e-prescriptions. Medication advice and prescriptions are limited to hormones and related medications, such as for hormone side effects. Our specialists do not offer advice or prescriptions for other unrelated issues.

We are a UK company, working to UK rules, with UK doctors, specialists and partners. Your payments to us are protected in the same manner as any other UK online payments. Specialist healthcare is expensive. By developing our own treatment models, removing unnecessary costs - like expensive offices - and having vetted, independent UK specialists advise you via your phone or computer using the latest technology we can provide the support you need for your journey for a clear, low-cost monthly subscription. In addition, our specialists get the benefit of working from home and making more efficient use of their time, so they can see more patients whilst reducing their carbon footprint. We have nothing to hide. That is why you can read about our team members on our website. Please research them and us. Your GP is also very welcome to contact us.

It is best practice to let your GP know that you are working with us. If you have given us consent we may contact them. If you wish to inform your GP yourself the template document attached may help.

We do not offer any formal shared care service. Based on our extensive experience, we know that adding third parties such as GPs into our service will lead to a disappointing experience for you. We deliver a highly specialized, timely, professional service and general practitioners generally can not work at our pace, due to their other commitments. We will collaborate with your GP if you consent. This may mean that we can discuss your care with them if they contact us. Your GP or NHS clinic is welcome to email or call and speak with us at any time. Many do to check out the quality of our service. We are always available to speak with them and explain our treatment protocols. We do accept blood tests that have been carried out by your GP, and will review them for no additional charge. However, for a timely service and to avoid mistakes we always recommend that you use our preferred blood test partner. If you get blood tests elsewhere and they are missing some of the information we need you will need to retest. This is to ensure that you receive the best advice. If you prefer to get blood tests at your GP please ask us for a template letter so that you make sure the tests you get are correct for you. It is best practice to keep your GP up to date with the care you are receiving from us. If you want to let them know you can find a template letter to use to inform them of your care with us in this FAQ.

If you receive a request from us for identification please log into your account on our website and use the Submit ID page to send it. You can also send it to us by WhatsApp at 07479 022482. Take a clear photograph of your photo ID with your smartphone. Don't cut off any edges and use good light. Acceptable ID Tier 1 A passport A photo driving licence PASS card from the national Proof of Age Standards Scheme A Residence Permit Tier 2 A student ID* A Voter Authority Certificate* *If your date of birth is not displayed, then one additional document must be produced to confirm your date of birth. Additional documents may include: A birth certificate A letter from your local authority A letter from the NHS A letter from your bank or building society We understand that our clients often face unique challenges regarding identification. We understand if your ID is in a different gender or name. We are here to help. Please get in touch if you need assistance or have queries about your ID.

A common misconception is that there are only two sexes; male (XY) and female (XX). However, research shows that up to 2% of the population are intersex, i.e. their sexual anatomy does not exclusively match a male or female sex classification. This is approximately the same amount of people in the population with red (ginger) hair. Another term for Intersex is 'Disorders of Sex Development' which implies, by the use of the word 'disorder', that these differences are problems that need to be medically corrected. Intersex people are often misgendered and constantly judged. Discrimination exists and is real. There are over 40 different types of Intersex, with four main categories listed below. The first three categories all have discrepancies between internal and external genitalia: 1. 46 XX Intersex. Has the chromosomes of a female, ovaries of a female but external genitals that appear male. There are several causes of this such as Congenital Adrenal Hyperplasia or where a female foetus has been exposed to testosterone during pregnancy. 2. 46 XY Intersex. The person has the chromosomes of a man but the external genitals are incompletely formed, ambiguous or appear female. There are several causes of this such as Androgen Insensitivity Syndrome where the body is partially or completely unable to respond to testosterone. 3. True Gonadal Intersex. The person may have XX chromosomes, XY chromosomes or both. The person has both ovarian and testicular tissue and may have 1 ovary and 1 testis. The cause of this is unknown. 4. Complex or Undetermined Intersex. This final category causes differences in sex hormone levels and overall sexual development. It is due to an altered number of sex chromosomes, such as 45 X0 (one 1 sex chromosome), 47 XXX or 47 XXY. So, next time you hear 'there are only two sexes' be sure to share this knowledge. Eden New Life is a specialist healthcare advisory for transgender, intersex and non-binary clients in the UK. Check out our specific Intersex subscription plan at the link below.

To get started with Eden New Life, you first need to subscribe to one of our plans. You need to be aged 18 or over. Our most popular plan is the Hormone Advisory Plan. You can subscribe to a plan monthly or annually here. Once you have subscribed, you will receive an email inviting you to book an Intake Session. All our session fees are included in your subscription plan - there is no additional charge for sessions. All clients need to attend an Intake Session so that we can get to know you better and understand more about your health background. From there, we will advise you on the next steps, or you can read the client journey guides attached below. For a healthy adult, it takes on average 3-7 weeks from starting the subscription plan, to having all necessary sessions and blood tests conducted, to receiving their first medication.* *Access to prescriptions and our pharmacy partners is always subject to a detailed assessment of your needs by suitably qualified and independently regulated Eden specialists. Purchasing an Eden subscription does not automatically qualify you to receive e-prescriptions or any particular medication.

For all clients, we ask that you take nil by mouth apart from water for 4 hours before your blood test. This ensures the best chance of the most accurate result.

CONVENIENT PRIVATE TEST, AT HOME Eden subscribers to a paid plan can use our own private blood testing service. A trained nurse will come to your home or workplace to take your sample with a syringe from your arm, send it to the lab for you, and have your test results delivered electronically to us directly within a few days. We have designed several unique blood tests that provide exactly the information we need for your care. The cost of these private tests are not included in your subscription. Prices, details and ordering information for these tests can be found here. GP / NHS TESTS You may submit blood test results obtained from another provider or from your GP. Our cost to review these tests is already included in your monthly subscription fee. Make sure you get the right tests, otherwise a retest may be necessary. Use the template letter attached here to request blood tests from your GP or other service. We cannot guarantee that your GP or other service will agree to provide these tests. If you use your own test provider: - it is your responsibility to pass the tests from them to us - the results must be in a consolidated (clinic) report format - we cannot accept phone app screenshots - the report MUST unambiguously confirm your name, date of birth and date of test

You can check here, or, log into your client portal on our website and see the Book A Blood Test page to check the latest prices. Our private blood testing service is only available to clients with a current paid subscription. Remember, you also have the option to get free blood tests via your GP, if they are supportive.

Gender-affirming hormone therapy can affect your fertility. If you are thinking of starting hormone therapy, you should consider fertility preservation options, such as sperm or egg preservation, before starting treatment. You can find lots of useful information on the HFEA website, here: Information for trans and non-binary people seeking fertility treatment | HFEA

There are two types of injectable testosterone available via our specialists - Sustanon and Nebido. Our recommendation always is that you have your injectable medications administered by a suitably trained healthcare professional. If that is not possible, Sustanon is suitable for self-injection for anyone who is not allergic to nuts. Sustanon must be injected intramuscularly (into a muscle). Nebido is not suitable for self-injection and must only be administered by a medical professional. Self-injecting carries risks, but we provide our subscribers with live training and materials to learn how to safely self-inject Sustanon at home. It is very important that our subscribers first attend a training session with our specialist nurse prior to self-injecting and review all available materials. Here is a link to the session. After our subscribers have attended their training session, they must then review the following materials: 1. Instructional video tutorial on how to administer injections intramuscularly here.* *Please note - the medication shown in the instructional video looks a little different to Sustanon. Sustanon is a single-use ampoule. 2. Written step-by-step guides for self-injecting Sustanon attached below. If you have any questions about injectable medications or self-injection, you are welcome to contact us at any time.

Information sheet attached as a pdf file.

HRT patches stay on all the time. You change them twice a week, always on the same day – so you have one on for 3 days and then one on for 4 days. For example, you can change on a Monday and a Thursday and then on a Monday again etc., or Tuesday and Friday and then Tuesday again, etc. There should not be a break between one patch and the next. Stick the patch onto a hairless area of skin ideally below your waist; lower tummy area, thigh or bottom. It is ok to wear them on your upper arm but as the oestrogen is absorbed by fatty tissue; put it in an area where you have most of this. Apply your patch to clean, dry, cool skin as soon as you open the protective pouch; Don’t put it on top of cuts, spots, or anywhere the skin is irritated Don’t use cream, moisturiser, or talc before applying your patch Don’t apply your patch on the same area of skin twice in a row. If a patch falls off apply a new patch but keep to your original ‘patch change’ days. If you have just had a bath or shower, wait until your skin cools before applying a new patch. If you forget to change your patch, change it as soon as you remember, and then keep to your original ‘patch change’ days. Remember: You can have a bath or shower as normal when you’re wearing your patch. Just don’t scrub too hard, as this can loosen the edges of the patch. You can go swimming. This won’t affect your patch. You can exercise and play sports, but don’t wear your patch under tight clothing or waistbands as the edge may start to peel off. You can sunbathe. Just remember to keep the patch covered, out of direct sunlight. *Some people get skin reactions*: Very common (affects more than 1 in 10 people): Irritated, itchy skin and a rash where the patch is applied. Common (affects less than 1 in 10 people): Red, puffy skin where the patch is applied. Of note - different brands of patches have different additional ingredients, as well as the oestradiol. So if you react to one kind of patch, it can be worth trying a different brand. So please just contact us and we can issue a prescription for another brand or you could try gel instead.

At this time we only offer e-prescriptions (if deemed appropriate for you by your Eden specialist advisor) which can be passed electronically to our pharmacy partners. They can deliver to you by mail order.

Yes, the NHS offers screening to transgender and non-binary people. This includes breast, cervical, AAA (abdominal aortic aneurysm), and bowel cancer screening. You can find more information on the NHS website about which screenings you may or may not automatically be invited for, and which screenings you can request: https://www.gov.uk/government/publications/nhs-population-screening-information-for-transgender-people/nhs-population-screening-information-for-trans-people

If you are taking medication obtained via our specialists out of the UK you may want to have a letter to prove it was prescribed for you. We can provide a letter which confirms; - your legal and preferred names - your date of birth - your address - confirmation of your genuine medical need for the medication - name of the pharmacy that dispensed the medication - medication provided - prescription order number and date - our contact details As every country has its own rules which may change at any time we cannot guarantee that this letter will be accepted at your destination. Further, some countries restrict the import of certain medications regardless of if they were prescribed to you legally. Therefore, if you purchase this letter from us you must check the entry rules and requirements for the country you are visiting. You should also check www.gov.uk/take-medicine-in-or-out-uk for the latest advice.

We are not a pharmacy and do not transact payments for medication. But, for your convenience, inside your Eden New Life account you may; - Receive e-prescriptions from our prescriber-advisors - Pass these electronically to our UK pharmacy partner - Pay the pharmacy securely, directly, and have your approved medications delivered quickly by mail order

As standard, your Eden specialist can request that our pharmacy partner provide you with 1 or 3 months prescriptions, provided that is suitable for your needs. In exceptional circumstances, for example UK military on long term deployment, they can also offer longer term prescriptions. Just ask. Access to prescriptions and our pharmacy partners is always subject to a detailed assessment of your needs by suitably qualified and independently regulated Eden specialists. Purchasing an Eden subscription does not automatically qualify you to receive e-prescriptions.

Eden New Life is an advisory service and does not directly supply medication. We instead work with regulated UK pharmacy partners in order that you can quickly and conveniently access any medications prescribed by your Eden specialist in a safe and legal manner. Our specialists have access to the full range of prescription medication in the UK. Some example prices charged by our UK pharmacy partner follow. All medications are provided via tracked mail order. You will always be able to see and approve the exact price before placing any medication order. Last update: May 2024 Examples of costs for Feminising hormone treatment medication Estrogen patch 4 weeks £11-£12 Estrogen tablet 4 weeks £16 Examples of costs for Masculinising hormone treatment medication Testosterone gel 4 weeks supply £59.50 Testosterone 4 weeks injection £8 Testosterone 12 weeks injection £110 Testosterone injection supplies £5-8 Delivery charge Next day delivery £9 Prices are subject to change at any time. Access to prescriptions and pharmacy partners is always subject to a detailed assessment of your needs by suitably qualified and independently regulated Eden specialists.

Information sheet attached as a pdf file.