*Last updated: 06.02.2026*

GENERAL TERMS AND CONDITIONS (GTC)

§ 1 SCOPE OF APPLICATION AND PROVIDER

§ 1.1 Provider

These General Terms and Conditions (GTC) apply to all contracts for medical remote treatment between:

ENDOONE LIMITED
Dr. Isabella Wilden
Lerou 5
7080 Pyla
Cyprus

Telephone: +49 1512 2682 778
Email: info@hormonexperten.de
EU VAT ID: CY60026970H

(hereinafter referred to as the “Physician” or “Hormonexperten”)

and her patients (hereinafter referred to as the “Patient”).

§ 1.2 Scope of Application

These GTC apply, in conjunction with the Terms of Use for Remote Treatment, to:

• All medical remote treatments via video consultation.
• Consultation services in the field of bioidentical hormone therapy and thyroid counselling.
• The issuing of prescriptions and medical documentation.
• All services booked via the website www.hormonexperten.de or www.hormonexperten.de/en.

Important:

The Terms of Use for Remote Treatment contain the medical information relating to hormone therapy (including risks, monitoring obligations and patient obligations) and form an integral part of these GTC. Both documents together constitute the contractual basis.

§ 1.3 Target Patient Group and Billing

All services are provided exclusively on a self-pay basis. The Patient is the sole contractual partner and debtor.

Billing with health insurance providers:

• Billing via statutory health insurance (GKV) is not possible.
• Billing via private health insurance (PKV) is only possible using analogous GOÄ codes. Reimbursement by the PKV cannot be guaranteed.

It is the sole responsibility of the Patient to clarify any potential reimbursement with their health insurance provider prior to concluding the contract.

§ 1.4 Legal Capacity and Minimum Age

At the time of booking, the Patient must be at least 18 years old and have full legal capacity to enter into a legally binding treatment contract.

Treatment with bioidentical hormones is provided exclusively to adult patients (18 years and older). Minors cannot be treated. 

§ 2 CONCLUSION OF CONTRACT

§ 2.1 Initiation of Contract

The presentation of services on the website does not constitute a binding offer, but rather an invitation to the Patient to submit a binding offer.

§ 2.2 Booking Process

The contract is concluded as follows:

• The Patient selects the desired service and an appointment.
• By clicking “Book appointment bindingly”, the Patient submits a binding contractual offer.
• The Patient accepts these GTC by ticking the corresponding checkbox.
• The Physician confirms the appointment by email (acceptance of the contract).

The treatment contract is concluded upon confirmation of the appointment.

§ 2.3 Contract Language

The contract language shall be German only.

§ 2.4 Suitability Assessment and Rejection of Treatment Requests

For each request, the Physician assesses whether remote treatment is medically suitable and justifiable. The Physician reserves the right to refuse treatment if:

• Medical contraindications exist.
• Remote treatment is not indicated and an in-person examination is medically required.
• The requested treatment lies outside the Physician’s field of expertise.
• The Patient fails to provide required preliminary examinations or laboratory results.

In the event of rejection, the Patient will receive a written explanation and, where applicable, a recommendation for further steps (e.g. preliminary examinations or consultation with another specialist).

The Physician will make every reasonable effort to provide treatment via remote consultation where medically justifiable. Refusals are made solely for medical or legal reasons.

§ 3 DESCRIPTION OF SERVICES

§ 3.1 Hormone Packages

§ 3.1.1 Hormone Starter Package (€380)

• Initial medical history (60-minute video consultation) with analysis of findings and symptoms
• Follow-up consultation to discuss laboratory results and establish the therapy plan
• Organisation of the first order and prescription of hormones
• 4 video follow-ups (20 minutes each) within the first 3 months
• Validity: 6 months from the start of therapy

Not included: Follow-up prescriptions when dosage adjustments are required

Ideal for: Women who wish to start bioidentical hormone therapy easily and value regular feedback.

§ 3.1.2 Hormone Comfort Package (€490)

Includes all services of the Hormone Starter Package, plus:

• 6 instead of 4 video follow-ups (20 minutes each) within the first 6 months
• Organisation and prescription of follow-up orders for 6 months
• Additional micronutrient and lifestyle counselling (60 minutes)
• Validity: 6 months from the start of therapy

Not included: Questions and advice via email or telephone

Ideal for: Women who want to start bioidentical hormone therapy easily and enhance results through additional counselling.

§ 3.1.3 Hormone Premium Package (€590/month)

Includes all services of the Hormone Comfort Package, plus:

• Unlimited email and SMS contact via a dedicated number (during consultation hours only)
• Unlimited prescriptions and follow-up orders
• Priority appointment scheduling

Minimum term: 3 months
Cancelable monthly with 14 days’ notice
Advance payment required

Ideal for women with complex hormonal issues (e.g. heavy bleeding, estrogen dominance, fibroids, fertility concerns, hair loss, hot flashes, mood disturbances, osteoporosis, brain fog).

Fair Use Policy:

Unlimited email and SMS contact is intended for medically meaningful therapeutic support. Reasonable use generally includes:

• Up to 10 medical inquiries per month
• Response time: within 48 hours on working days
• No medical emergencies (these require immediate local medical care)
• No excessive use that disadvantages other patients
• Responses only during consultation hours

In the event of significant exceedance or misuse (e.g. more than 20 inquiries per month or multiple daily contacts), the Physician reserves the right to:

• Inform the Patient in writing about appropriate use
• Charge additional inquiries at the regular individual rate (€45 per video consultation)
• In extreme cases, terminate the contract without notice (see § 10.4)

§ 3.2 Introductory Consultations & Initial Assessments

All initial consultations serve to get acquainted and to provide an initial assessment of the individual situation. During an in-depth consultation, it is clarified whether bioidentical hormone therapy is appropriate and which next steps are advisable.

§ 3.2.1 Post-Pregnancy Initial Consultation (€180, 60 minutes)

Introductory consultation to assess whether supplementary hormone therapy after pregnancy may be suitable, for symptoms such as:

• Absent menstruation, weight gain, mood swings
• Depression, anxiety, hair loss
• Loss of libido or energy after childbirth

Services include:

• Comprehensive postpartum hormone analysis
• Evaluation of symptoms and findings
• Individual hormone balance recommendations
• Organisation of required laboratory tests

Recommended next step: Hormone Starter Package for 6-month therapy support.

§ 3.2.2 Perimenopause Initial Consultation (€180, 60 minutes)

Many women aged 35 and over experience hormonal changes despite regular menstruation and unremarkable gynaecological findings.

Services include:

• Sensitive support during hormonal transitions
• Analysis even with normal laboratory values
• Early detection of deficiencies to maintain balance
• Creation of an individual treatment plan

Recommended next step: Hormone Starter Package.

§ 3.2.3 General Hormone Consultation (€180, 60 minutes)

Comprehensive medical history with analysis of existing findings, preparation checklists and organisation of blood sampling.

Suitable for:

• Women and men with hormonal complaints
• Second opinions on existing diagnoses
• Women with endometriosis or PCOS
• Men seeking natural, bioidentical hormone supplementation instead of potency medication

Recommended next step: Hormone Starter Package.

§ 3.2.4 Thyroid Consultation (€180, 60 minutes)

Individual, detailed medical history with analysis of findings, comprehensive symptom assessment and organisation of blood sampling (including digital referral by email).

Suitable for:

• Suspected thyroid dysfunction
• Symptoms despite “normal” laboratory values
• Women on thyroid medication without improvement
• Weight gain, hair loss, fatigue, digestive issues

§ 3.2.5 For Existing Patients

• Short video consultation (€45, approx. 20 minutes)
  For patients already in therapy requiring a new prescription or dosage adjustment.
• Follow-up consultation (€90, approx. 30 minutes)
  Review of current laboratory results, therapy adjustment, initial prescription and hormone ordering.

§ 3.2.6 Prescriptions and Orders

• 1 preparation: €15
• 2 preparations: €20
• 3 preparations: €25
• 4 preparations: €30

 § 3.3 Additional Costs

• Laboratory costs: Charged separately according to actual expenditure
• Hormone costs: Approx. €1.00–€1.50 per day (individual pharmacy compounds)
• Free communication: Initial suitability inquiry by email, appointment scheduling, administrative questions
• Fee-based consultations: Medical email consultations outside booked packages are chargeable and only possible within video consultations (see § 13.4)

 § 4 PRICES AND PAYMENT TERMS

§ 4.1 Prices and GOÄ Billing

All stated prices are final prices. Billing is carried out in accordance with the German Medical Fee Schedule (GOÄ). As certain modern treatment methods are not explicitly listed in the GOÄ (1982/1999), analogous fee codes are applied pursuant to § 6(2) GOÄ.

Taking into account the complexity, time expenditure and specialised expertise in bioidentical hormone therapy, fee multipliers of 5.0 to 7.0 are agreed pursuant to § 2(1) and (2) GOÄ (deviating agreement), justified by:

• Specialised training and long‑standing expertise.
• Individualised therapy concepts based on extensive laboratory diagnostics.
• Time‑intensive medical histories and follow‑up monitoring.
• Remote treatment with increased coordination effort.

By accepting these GTC, the Patient expressly agrees to this deviating agreement.

§ 4.2 Payment Due Date

Payment is due within 14 days of the invoice date without deduction.

§ 4.3 Payment Methods

Payment is made by bank transfer. Other payment methods may be agreed on a case‑by‑case basis.

§ 4.4 Default of Payment

In the event of default, interest of 8 percentage points above the applicable base interest rate will be charged. The following reminder fees apply:

• 1st reminder: €5
• 2nd reminder: €10
• 3rd reminder: €15

§ 4.5 Suspension of Treatment

In the event of outstanding invoices, the Physician reserves the right to suspend further treatment appointments until full settlement.

§ 4.6 Right of Retention

The Patient’s right of retention with respect to medical services is excluded.

§ 4.7 Cost Estimate

For more extensive treatments, a cost estimate will be provided upon request.

 § 5 APPOINTMENTS AND CANCELLATIONS

§ 5.1 Appointment Booking

Appointments are booked online via the website or by telephone.

§ 5.2 Cancellation Period

Appointments must be cancelled or rescheduled at least 48 hours before the scheduled time.

§ 5.3 No‑Show Fee

If an appointment is not cancelled in time, the reserved time slot will be charged in full unless it can be reassigned.

§ 5.4 Goodwill Provision

In proven emergencies or unavoidable events (e.g. sudden serious illness with medical certificate), the no‑show fee may be waived in individual cases as a gesture of goodwill.

§ 5.5 Technical Issues

In the event of technical issues on the Physician’s side, a replacement appointment will be offered free of charge.

§ 6 REMOTE TREATMENT AND TECHNICAL REQUIREMENTS

§ 6.1 Video Platform

Video consultations are conducted via the GDPR‑compliant platform “Whereby” (https://whereby.com/hormonexperten). The Patient will receive an access link in due time.

§ 6.2 Technical Requirements

The Patient must ensure the following requirements are met:

• Stable internet connection (minimum 2 Mbit/s).
• Current web browser (Chrome, Firefox, Safari or Edge).
• Functional webcam and microphone.
• Quiet, interruption‑free and confidential environment.

§ 6.3 Limitations of Remote Treatment

The Patient is informed that:

• Remote treatment cannot fully replace a physical examination.
• Certain complaints may require an in‑person examination.
• In emergencies, local emergency services must be contacted immediately.
• The Physician may refer the Patient to local specialists if necessary.

§ 6.4 Technical Responsibility

The Patient is responsible for their own technical equipment and internet connection.

§ 6.5 Waiting Time

If the Patient appears late, the Physician will wait a maximum of 5 minutes. After that, the appointment is forfeited and charged as not attended.

§ 7 DATA PROTECTION

§ 7.1 Data Processing

Personal and medical data are processed exclusively in compliance with the GDPR and applicable medical confidentiality obligations.

§ 7.2 Encryption

All video consultations are transmitted in encrypted form. Whereby provides end‑to‑end encryption.

§ 7.3 Data Retention

Medical records are stored for 10 years in accordance with statutory retention periods.

§ 7.4 Patient Rights

The Patient has the right to:

• Access their stored data.
• Rectification of incorrect data.
• Erasure (where no statutory retention obligations apply).
• Data portability.
• Objection to data processing.

§ 7.5 Video Recordings

Video consultations are not recorded as a matter of principle. Recording only occurs with the Patient’s explicit written consent and solely for documentation purposes.

§ 7.6 Further Information

Further information on data protection can be found in the separate privacy policy at hormonexperten.de/en/privacy-policy.

 § 8 LIMITATION OF LIABILITY

§ 8.1 Principles of Medical Services

Medical advice and therapy recommendations are provided to the best of knowledge and belief, based on the information supplied by the Patient. The quality and accuracy of advice depend significantly on the completeness and truthfulness of the Patient’s information.

§ 8.2 Patient Responsibility and Exclusion of Liability

The implementation of recommended measures, particularly correct medication intake, supplements or lifestyle changes, is the Patient’s responsibility. The Physician cannot monitor compliance.

Liability for health damage or other impairments resulting from incorrect use, unauthorised changes or discontinuation of therapy by the Patient is excluded. No liability is assumed for consequences arising from incomplete, incorrect or delayed patient information.

The Physician shall under no circumstances be liable for indirect damages, including but not limited to consequential damages, loss of profit or other indirect financial losses.

Patients are thoroughly informed about treatments and recommended preparations. Side effects or secondary effects cannot be completely excluded for every individual. No liability is assumed for the safety or tolerability of preparations compounded by external pharmacies or other pharmaceutical products.

§ 8.3 Limitation of Liability for Slight Negligence

Except in cases of intent or gross negligence, liability is limited to the breach of essential contractual obligations (cardinal obligations). In cases of slight negligence, liability is limited to foreseeable, contract-typical damage.

§ 8.4 Technical Disruptions

No liability is assumed for failures or disruptions of the video platform, data transmission issues or other technical impairments outside the Physician’s responsibility, particularly those caused by internet providers, patient devices or third-party platforms.

§ 8.5 Mandatory Statutory Liability

The above exclusions do not apply where mandatory statutory liability provisions apply, particularly in cases of culpable injury to life, body or health, or under product liability law.

§ 8.6 Insurance Coverage

The Physician maintains appropriate professional liability insurance in accordance with professional regulations. Details are available upon request.

§ 8.7 Force Majeure and Unforeseeable Events

The Physician is not liable for delays, failures or impossibility of performance due to events beyond reasonable control, including:

• Natural disasters
• Pandemics, epidemics, official quarantine orders
• War, terrorism, political unrest
• Strikes, lockouts, labour disputes
• Legislative or governmental measures
• Failure of telecommunications networks or internet
• Failure or disruption of the Whereby platform
• Power outages or infrastructure failures
• Cyberattacks or similar events

Legal consequences:

• Immediate notification of the Patient
• Free replacement appointment when possible
• Refund of prepaid fees for unrendered services in cases of permanent impossibility
• No further liability (e.g. compensation for lost benefits)

§ 9 RIGHT OF WITHDRAWAL

§ 9.1 Exclusion of the Right of Withdrawal

The right of withdrawal does not apply to contracts for healthcare services where the service has been fully provided and performance began only after the Patient gave explicit consent and acknowledged the loss of the right of withdrawal upon full performance (§ 312g(2) No. 9 German Civil Code).

§ 9.2 Pre‑Contractual Information

The Patient is expressly informed of the exclusion of the right of withdrawal prior to conclusion of the contract.

§ 10 CONTRACT DURATION AND TERMINATION

§ 10.1 Individual Appointments

Individual appointments end upon provision of the booked service.

§ 10.2 Package Contracts

• Basic and extended packages are valid for 6 months from booking
• Unused services expire after validity
• No refunds for unused services

§ 10.3 Premium Queen Package

• Minimum term: 3 months
• Monthly cancellation thereafter
• Notice period: 14 days to month-end
• Cancellation must be in text form (email sufficient)

§ 10.4 Extraordinary Termination

Extraordinary termination for good cause remains unaffected. Good cause includes in particular:

• Payment default despite reminders
• False information on medically relevant facts
• Insulting or aggressive behaviour
• Abuse of services
• Persistent misuse of unlimited contact in the Premium Package despite written warning (see § 3.1.3)

§ 10.5 Refunds upon Termination

In cases of termination for good cause attributable to the Patient, no refund applies. If attributable to the Physician, a pro rata refund applies.

§ 11 APPLICABLE LAW AND JURISDICTION

§ 11.1 Applicable Law

The law of the Republic of Cyprus applies, excluding the UN Convention on Contracts for the International Sale of Goods. EU consumer protection rights remain unaffected.

§ 11.2 Jurisdiction

For disputes with Patients who are consumers residing in an EU Member State, jurisdiction lies at the Patient’s place of residence in accordance with mandatory consumer protection law. The Patient may also bring action before the courts of Pyla, Cyprus.

For all other cases, exclusive jurisdiction is Pyla, Cyprus.

§ 11.3 Consumer Protection

Mandatory consumer protection provisions of the respective country of residence apply for EU consumers.

§ 11.4 Alternative Dispute Resolution

The parties are generally willing to attempt out-of-court dispute resolution prior to legal proceedings. Participation is voluntary and does not affect the right to initiate court proceedings at any time.

§ 12 MEDICAL INFORMATION AND TERMS OF USE

§ 12.1 Reference to Terms of Use for Remote Treatment

Detailed medical information regarding bioidentical hormone therapy, including risks, contraindications, monitoring obligations and patient duties, is set out in the Terms of Use for Remote Treatment, which form an integral part of these GTC and are available at
hormonexperten.de/en/content-guidelines.

§ 12.2 Binding Nature of Both Documents

By accepting these GTC, the Patient also fully accepts the Terms of Use for Remote Treatment. Both documents together form the legally binding basis for treatment.

§ 12.3 Key Patient Obligations

The Patient undertakes in particular to:

• Prior to therapy: undergo current gynaecological (women) or urological (men) examination
• During therapy: attend annual follow-up examinations
• Documentation: submit examination results to info@hormonexperten.de
• Medical history: provide complete and truthful information
• Therapy request: confirm therapy wish despite explained risks

Failure to comply may result in termination of treatment and may affect the Physician’s insurance coverage.

§ 12.4 Acknowledgement of Information

By booking an appointment, the Patient expressly confirms:

• Having read and understood the medical information
• Having had all questions answered
• Explicitly wishing to proceed with bioidentical hormone therapy despite the risks

§ 13 FINAL PROVISIONS

§ 13.1 Severability Clause

If any provision of these GTC is or becomes invalid or unenforceable, the validity of the remaining provisions shall remain unaffected.

§ 13.2 Written Form Requirement

Amendments and additions to these GTC require text form. This also applies to any amendment of this clause.

§ 13.3 Current Version

The current version of these GTC is available at www.hormonexperten.de/en.

§ 13.4 Contact

For questions regarding these GTC, please contact:

Email: info@hormonexperten.de
Telephone: +49 1512 2682 778

Note: Medical questions can only be addressed within booked video consultations. Medical advice by email is not provided.

End of General Terms and Conditions
Hormonexperten – Dr. Isabella Wilden