Question 1

What does the Free subscription plan include?

Accepted Answer

This plan enables you to investigate us without commitment or risk. 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.

Question 2

What does the Hormone Advisory subscription plan include?

Accepted Answer

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 an independent Eden specialist.  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.We don't charge setup fees and each new client intake is complex and requires several specialist sessions, which means it takes us some months to recoup the costs for your intake. For this reason, if you indicate that you don't intend to stay subscribed - for example, by setting your subscription to end during the intake process - then you won't be able to progress past the initial intake session.While you can cancel your subscription at any time for any reason, we do not allow start-stop-start subscriptions. This is because the annual cost of your care is spread over 12 equal monthly payments so that you can budget easily. If you unsubscribe for a time this means your payments will not cover the annual cost of your care. For this reason, as well as an Account Reactivation Fee, we may ask you to pay any missing subscription payments if you end your subscription and wish to start it again.

Question 3

What does the Hormone Advisory Plus subscription plan include?

Accepted Answer

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 your 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 an independent Eden specialist.  Purchasing an Eden subscription does not automatically qualify you to receive e-prescriptions or any other services. **Blood test costs are funded by us for you on the assumption that you'll maintain your Plus subscription for at least 3 months per test. If you don't, we may ask you to pay an additional fee to cover the test cost and/or restrict your access to PAYG blood tests only in the future. So you can't switch to this plan for a short time just to get a free test and then downgrade your subscription without penalty. 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 don't charge setup fees and each new client intake is complex and requires several specialist sessions, which means it takes us some months to recoup the costs for your intake. For this reason, if you indicate that you don't intend to stay subscribed - for example, by setting your subscription to end during the intake process - then you won't be able to progress past the initial intake session.While you can cancel your subscription at any time for any reason, we do not allow start-stop-start subscriptions. This is because the annual cost of your care is spread over 12 equal monthly payments so that you can budget easily. If you unsubscribe for a time this means your payments will not cover the annual cost of your care. For this reason, as well as an Account Reactivation Fee, we may ask you to pay any missing subscription payments if you end your subscription and wish to start it again.

Question 4

What does the Hormone Advisory Established subscription plan include?

Accepted Answer

The Hormone Advisory Established Plan is designed for existing clients whose hormone treatment is well established and clinically stable. Following a review of your care, our specialists may invite you to move to this plan if you no longer require 12-weekly reviews and frequent blood testing.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.
One comprehensive private blood test per year, included in your subscription and reviewed by our specialists before your annual doctor review.
A 20-minute private (virtual, online) check-in session with a prescriber at month 6.
A 20-minute private (virtual, online) annual review session with a doctor at month 12.
24-week prescriptions rather than 12-week prescriptions, where clinically appropriate.
Any private e-prescriptions you need, limited to hormones or related issues.
Prescriptions provided by our UK mail-order pharmacy partners.*
Blood test advice and results review from our specialists.
Additional doctor sessions available on a pay-as-you-go basis if you would like extra support between your scheduled reviews.
Additional blood tests available on a pay-as-you-go basis if required.*Access to prescriptions and our pharmacy partners is always subject to a detailed assessment of your needs by an independent Eden specialist. 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 plan is available by invitation only following a clinical review. Eligibility is determined by our specialists based on your treatment history, stability, and ongoing care needs. If you have questions about this plan, or feel you qualify, please contact us. While you can cancel your subscription at any time for any reason, we do not allow start-stop-start subscriptions. This is because the annual cost of your care is spread over 12 equal monthly payments so that you can budget easily. If you unsubscribe for a time this means your payments will not cover the annual cost of your care. For this reason, as well as an Account Reactivation Fee, we may ask you to pay any missing subscription payments if you end your subscription and wish to start it again.

Question 5

How can I cancel my subscription? What is your refund/cancellation policy?

Accepted Answer

We make cancelling simple. You can cancel your subscription at any time for any reason via your account on our website. We don't ask why and you don't have to speak with a team member to do so.

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.

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.

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.

Question 6

I paid annually. Can I get all my sessions more quickly?

Accepted Answer

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.