Payments and Subscriptions

I can't find a subscription with my e-mail address. What do I do?

If you can't access our services with your e-mail address, make sure that you are using the e-mail address associated with your payments, as this will be the address we have on our system. If you are still having difficulties or you need to change any of your details, you can contact us via our Care Centre (http://care.gendergp.com).

I normally get free prescriptions. If I was prescribed hormones by you would I have to pay for them?

If your GP is willing to prescribe for you under our recommendation and monitoring, then you would not have to pay for your prescriptions. We would suggest discussing this with your GP to see if they are willing. If you require a private prescription you will have to pay for the medication. Estimated Private Medication Costs: Hormones - from around £10 per month depending on what you need. Anti-androgens - around £10 per month. Puberty blocking injections - around £100 per month. Puberty bl...

Can I ask for a refund if I think that a consultation was unnecessary, or wasn't good enough for me?

You can request a refund (http://gendergp.com/help-centre/ask) and we will investigate your concern. If we feel it is a reasonable request, we will arrange the refund. We are happy to discuss any issues and see how they can be resolved.

Having paused my subscription, I would now like to restart it. How do I do this?

Please contact a member of the team via the Help Centre (https://www.gendergp.com/help-centre/ask/) and they will be able to assist you.

I would like to pause my subscription. How do I do this?

Please contact a member of the team via the Help Centre (http://gendergp.com/help-centre/ask) and they will be able to assist you.

Can I change my subscription payment date to a date that suits me better?

Yes, please send us a message here (https://care.gendergp.com/submit_ticket). Be sure to include the day you would like to change your payments to within your message, and a member of the team will get back to you within 48 hours.

I have cancelled my subscription with my bank. Do I need to cancel with you also?

If you have cancelled with your bank, payments will no longer be taken by GenderGP. If you could let us know that will help us to better manage the admin side of things, so that if you do decide to come back we can make sure the process is as straightforward as possible.

I am still being charged even though I am no longer using your services. How can I stop this from happening and get a refund.

It is important that you inform us as soon as you wish to cancel your subscription. If you have not done so, we will be unable to refund your payments. If you have informed us but your subscription has continued, please contact a member of the team via the Help Centre (https://www.gendergp.com/help-centre/ask/) and they will be able to assist you.

I was having issues processing payment but it seems to have been resolved. How can I pay?

Our system retries failed payments automatically every 3 days. However, if you would still like to pay now, please send us a message here (https://care.gendergp.com/submit_ticket) and we can assist you.

There was a delay in paying my subscription, but can I pay now. How should I proceed?

Please contact a member of the team via the (https://www.gendergp.com/help-centre/ask)Help Centre (https://www.gendergp.com/help-centre/ask) and they will be able to assist you.

I have received a 'payment didn't work' notification but I have paid. How can I get a refund?

Please contact a member of the team via our Help Centre (https://www.gendergp.com/help-centre/ask) and the issue will be investigated and resolved in line with our refunds policy.

I initially requested an installment plan to pay my set up fee, but can now pay the full amount. Can you arrange this?

Yes, we can cancel your current instalment plan and request the leftover amount through chargedesk. Please contact a member of the team via the Help Centre (https://www.gendergp.com/help-centre/ask) and they will be able to assist you.

I have paid my subscription. Can you confirm you received it?

Please send us a message here (https://care.gendergp.com/submit_ticket), and a member of our team will be able to clarify with you if your payment has been successfully received and set up.

I can’t afford to pay my subscription / I need to pay on a different day

Please contact us (http://care.gendergp.com) providing an outline of the situation and we will assist you.

I ordered a home blood testing kit but it did not arrive/I no longer require it. Can I have a refund?

Yes. Please contact a member of the team via the Help Centre (https://www.gendergp.com/help-centre/ask) and they will be able to assist you.

I put in a request for a paper prescription but I no longer need one. Can I have a refund?

If the paper prescription has already been sent out, then no refund will be given. If it is yet to be posted we can refund the price of the postage fee, minus the admin fee of creating the paper prescription if it has already been actioned. Please contact a member of the team via the Help Centre (https://www.gendergp.com/help-centre/ask) and they will be able to assist you.

I have decided to leave GGP and register with a different healthcare provider. How do I cancel my subscription/obtain a refund on my subscription?

Please send us a message here (https://care.gendergp.com/submit_ticket), and we will take you through the process. Please be aware that no refunds can be made on payments that are made before you request to cancel and leave our services.

I’ve been overcharged/charged twice/charged incorrectly. How do I get a refund?

Please contact us via our Help Centre (https://www.gendergp.com/help-centre/ask/), providing an outline of the situation and we will investigate the matter further.

Can I get a refund if I wasn’t happy with a consultation?

Please contact us via our Help Centre (https://www.gendergp.com/help-centre/ask/), providing an outline of your experience and why you were dissatisfied, and we will investigate the matter further.