General terms and conditions

§ 1.1 Provider

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

Wilden and Tuszing DLC
Dr. Isabella Wilden
Registration no.: HE 498892
Address: see Legal notice
Phone: +49 1512 2682 778
Email: info@hormonexperten.de

(hereinafter the “Physician” or “Hormonexperten”)

and her patients (hereinafter the “Patient”).

§ 1.2 Scope

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

• all medical remote treatments via video consultation
• consultations 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 via our online booking portal

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

§ 1.3 Patients and billing

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

Billing with health insurers:

• 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 solely the Patient’s responsibility to clarify any reimbursement with their insurer before 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 binding treatment contract.

Treatment with bioidentical hormones is provided exclusively to adults (18 and over). Minors cannot be treated.

§ 2.1 Invitation to make an offer

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

§ 2.2 Booking process

The contract is concluded as follows:

• The Patient opens the online booking portal via the “Book now” button on the website and selects the desired service and an appointment.
• The Patient accepts these GTC and the Terms of Use for Remote Treatment by ticking the corresponding checkbox.
• By clicking the button that completes the booking, the Patient submits a binding offer and pays the fee for the booked service.
• 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 is German only. Translations of these GTC are provided for information; in case of doubt, the German version prevails.

§ 2.4 Suitability assessment and refusal of treatment

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 refusal, the Patient receives a written explanation and, where applicable, a recommendation for further steps (e.g. preliminary examinations or consultation with another specialist). Fees already paid for services not provided are refunded.

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

§ 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 by email or phone.

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. Cancellable monthly with 14 days’ notice. Payable monthly in advance.

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

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

• up to 10 medical inquiries per month
• response 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 overuse or misuse (e.g. more than 20 inquiries per month or several contacts a day), 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 and initial assessments

All initial consultations serve to get acquainted and to give an initial assessment of the individual situation. An in-depth consultation clarifies 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
• 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 who need a new prescription or a 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 at actual cost
• Hormone costs: approx. €1.00–€1.50 per day (individually compounded by the pharmacy)
• Free of charge: initial suitability inquiry by email, appointment scheduling, administrative questions
• Chargeable: medical consultations outside booked packages are only possible within video consultations (see § 13.4)

§ 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 required 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

The fee for a booked appointment or package is due at booking and is paid in full through the online booking portal. For the Hormone Premium Package, the monthly fee is due in advance at the start of each month. Laboratory costs and other services invoiced separately are due within 14 days of the invoice date without deduction.

§ 4.3 Payment methods

Payment at booking is made by Visa, Mastercard, Diners Club, SEPA or Klarna. Invoices issued separately are paid by bank transfer. Other payment methods may be agreed in individual cases.

§ 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

If invoices are outstanding, the Physician reserves the right to suspend further appointments until they are settled in full.

§ 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 is provided on request.

§ 5.1 Booking

Appointments are booked through the online booking portal (link “Book now” on the website) or by phone.

§ 5.2 Cancellation period

Appointments must be cancelled or rescheduled at least 48 hours before the scheduled time, through the patient portal or by email to info@hormonexperten.de. If an appointment is cancelled in time, the fee paid is refunded in full or credited to a new appointment, at the Patient’s choice.

§ 5.3 Late cancellation and no-show

If an appointment is not cancelled in time or not attended, the fee for the reserved time slot is retained in full, unless the slot can be given to another patient.

§ 5.4 Goodwill

In proven emergencies or unavoidable events (e.g. sudden serious illness with a medical certificate), the fee may be refunded in individual cases as a gesture of goodwill.

§ 5.5 Technical problems

If technical problems on the Physician’s side prevent the appointment, a replacement appointment is offered free of charge.

§ 6.1 Video platform

Video consultations take place via the video function of our practice software Pabau. The Patient receives the access link in the appointment confirmation and in the patient portal.

§ 6.2 Technical requirements

The Patient must ensure:

• a stable internet connection (at least 2 Mbit/s)
• a current web browser (Chrome, Firefox, Safari or Edge)
• a working camera and microphone
• a quiet, uninterrupted and confidential environment

§ 6.3 Limits 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 is late, the Physician waits a maximum of 5 minutes. After that, the appointment is forfeited and treated as not attended.

§ 7.1 Data processing

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

§ 7.2 Encryption

All video consultations are transmitted in encrypted form.

§ 7.3 Retention

Medical records are kept 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
• object to data processing

§ 7.5 Video recordings

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

§ 7.6 Further information

More information on data protection is in our privacy policy.

§ 8.1 Principles of medical services

Medical advice and therapy recommendations are given 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 that information.

§ 8.2 Patient responsibility and exclusion of liability

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

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

The Physician is under no circumstances liable for indirect damage, including consequential damage, loss of profit or other indirect financial losses.

Patients are thoroughly informed about treatments and recommended preparations. Side effects cannot be completely ruled out 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 breach of essential contractual obligations (cardinal obligations). In cases of slight negligence, liability is limited to foreseeable damage typical for this type of contract.

§ 8.4 Technical disruptions

No liability is assumed for failures or disruptions of the video platform, data transmission problems or other technical impairments outside the Physician’s responsibility, in particular 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 applies, in particular for culpable injury to life, body or health, or under product liability law.

§ 8.6 Insurance

The Physician holds appropriate professional liability insurance in accordance with professional regulations. Details are available on request.

§ 8.7 Force majeure

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 the internet
• failure or disruption of the video platform or the booking system
• power outages or infrastructure failures
• cyberattacks or similar events

Legal consequences:

• immediate notification of the Patient
• a free replacement appointment where possible
• refund of prepaid fees for services not provided in case of permanent impossibility
• no further liability (e.g. compensation for lost benefits)

§ 9.1 Exclusion of the right of withdrawal

The right of withdrawal does not apply to contracts for health services where the service has been fully provided and performance began only after the Patient gave explicit consent and acknowledged that they lose the right of withdrawal on full performance.

§ 9.2 Pre-contractual information

The Patient is expressly informed of the exclusion of the right of withdrawal before the contract is concluded.

§ 10.1 Individual appointments

Individual appointments end when the booked service has been provided.

§ 10.2 Package contracts

• The Hormone Starter and Hormone Comfort packages are valid for 6 months from the start of therapy.
• Unused services expire at the end of the validity period.
• Unused services are not refunded.

§ 10.3 Hormone Premium Package

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

§ 10.4 Termination for good cause

The right to terminate 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 a written warning (see § 3.1.3)

§ 10.5 Refunds on termination

If the contract is terminated for good cause attributable to the Patient, no refund is made. If attributable to the Physician, fees are refunded pro rata.

§ 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, the courts at the Patient’s place of residence have jurisdiction in accordance with mandatory consumer protection law. The Patient may also sue before the courts of Pyla, Cyprus.

For all other cases, the exclusive place of jurisdiction is Pyla, Cyprus.

§ 11.3 Consumer protection

For EU consumers, the mandatory consumer protection provisions of their country of residence apply.

§ 11.4 Out-of-court dispute resolution

The parties are generally willing to attempt out-of-court dispute resolution before going to court. Participation is voluntary and does not affect the right to go to court at any time.

§ 12.1 Terms of Use for Remote Treatment

Detailed medical information on 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.

§ 12.2 Binding nature of both documents

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

§ 12.3 Key patient obligations

The Patient undertakes in particular to:

• before therapy: have a current gynaecological (women) or urological (men) examination
• during therapy: attend annual follow-up examinations
• documentation: upload examination results to the patient portal
• medical history: provide complete and truthful information
• therapy request: confirm the wish for therapy despite the risks explained

Failure to comply may lead to termination of treatment and may affect the Physician’s insurance cover.

§ 12.4 Acknowledgement

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

§ 13.1 Severability

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

§ 13.2 Text form

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.

§ 13.4 Contact

For questions about these GTC:
Email: info@hormonexperten.de
Phone: +49 1512 2682 778

Note: medical questions can only be answered within booked video consultations. Medical advice is not given by email.