1. Who you are booking with
Your booking and payment contract is with ET Trading Ltd, trading as Androfill (“we”, “us”). We set the prices and receive your payments. These terms cover appointments booked with us in London and Manchester. Our company and contact details are at the end of these terms.
Where you pay a deposit online or by telephone you may cancel within 14 days of paying. If your appointment falls within those 14 days you will be asked to confirm that treatment may begin before the period ends and that the refunds and cancellations policy then applies.
Your named treating doctor carries out your clinical assessment and treatment. They are responsible for clinical decisions, prescribing, obtaining your consent and providing clinical aftercare. Androfill remains responsible for the obligations it undertakes and any responsibilities it has under the law.
2. Your appointment
We will give you these terms and the applicable fees before you accept a booking or pay a deposit. We confirm your appointment in writing after accepting your booking. If we take a payment but cannot accept the booking, we will refund it.
Your confirmation will identify the doctor, location, date, time, appointment type, fees, deposit and outstanding balance. It will state whether you are booking a consultation only or a consultation with time provisionally reserved for possible treatment.
Booking or paying does not commit you to treatment. Treatment depends on the doctor’s assessment and your informed consent. It may take place at a later appointment if you or the doctor need more time.
3. Assessment and your decision
Your doctor will discuss the proposed treatment, expected benefits, relevant risks and limitations, alternatives including no treatment, and aftercare. You can ask questions and will have time to consider your decision.
The doctor decides whether treatment is suitable and which product, dose or volume, technique and prescription are appropriate. Where relevant, they will explain use of a medicine outside its licensed indications or a device outside its manufacturer’s intended purpose, including the reasons and uncertainties involved.
You may decline treatment, withdraw consent before it starts, or ask for a procedure to stop. The doctor will explain any immediate steps needed to stop safely. Accepting these booking terms is separate from giving medical consent.
Please give the doctor accurate information about your health, medicines, allergies and previous procedures, and report relevant changes before treatment. Let us know if you need an interpreter, accessible information or other assistance.
4. Fees and payment
Before you commit to a paid service, we will explain the total price, including applicable taxes and unavoidable charges. Your written fee information will identify:
- The consultation fee and whether it is credited towards treatment.
- The agreed treatment price, or the basis for a personalised quote.
- The deposit, what it covers and when the balance is due.
- Included products, sessions and follow-up appointments.
- Any cancellation or missed-appointment charge.
Your deposit is credited against the services identified in your confirmation. If the doctor recommends a different product, amount or treatment plan, we will explain any price change and obtain your agreement before proceeding. You can decline the alternative.
We will not increase an agreed price or charge for additional treatment without your agreement. A separately priced consultation or other service already provided with your agreement may remain payable, subject to your legal rights.
5. Cancellations, changes and refunds
You can cancel or request a change by email, telephone or WhatsApp using the booking contacts in section 12. Please keep a record of your request. We will acknowledge it; the time you contact us determines whether you have given the required notice, rather than the time we reply.
The following booking details must be supplied before you book:
- Notice required for cancellation or rescheduling without charge: 48 hours.
- Maximum late-cancellation or missed-appointment charge: the deposit paid.
| What happens | How payment is handled |
|---|---|
| You cancel or reschedule with the required notice | Your deposit is carried to the new date; if you cancel outright it is held as clinic credit for 12 months. If you cancel with the required notice, payments for services not provided are held as clinic credit for 12 months; deposits are not refunded in cash. |
| You cancel late or do not attend | Your deposit is forfeited. We refund advance payments exceeding the amount properly due. |
| The doctor decides the proposed treatment is unsuitable or should not proceed on clinical grounds | Advance payments allocated to that unperformed treatment are held as clinic credit for 12 months; they are not refunded in cash. A separately disclosed consultation fee remains payable if the consultation has taken place, subject to your legal rights. |
| You attend the consultation and decide not to have treatment | You pay only the consultation fee disclosed before booking, if any. Advance payments allocated to unperformed treatment are held as clinic credit for 12 months; they are not refunded in cash. |
| We cannot provide the agreed appointment, or propose a different doctor or location | You can accept an alternative; if no reasonable alternative date is offered, payments for the unprovided service are refunded. You do not have to accept a replacement doctor or location. |
Any cancellation charge must have been explained and agreed before booking. It will not exceed our reasonable net loss directly caused by the cancellation or missed appointment, or the disclosed maximum, whichever is lower. We will account for saved costs and replacement bookings, take reasonable steps to reduce the loss, and explain the calculation on request. We do not automatically retain the whole deposit.
If illness or an emergency prevents attendance, contact us so we can consider an appropriate adjustment. A consultation fee is payable only if it was disclosed and the consultation was provided; a missed appointment is dealt with under the separate cancellation rules above.
If a procedure has already started when it is stopped, we will explain any proposed charge using the agreed fee basis and the treatment and products actually supplied. We will take account of why it stopped and your legal rights. We will not automatically retain the whole treatment fee.
Where a refund is due under these terms (we cancel without a reasonable alternative, or an overpayment), it is issued within 14 calendar days. We will explain any proposed deduction within that period and refund the undisputed balance. Refunds normally go to the original payment method, without a refund administration fee. The same 14-day timeframe applies from the decision not to proceed where treatment does not go ahead after consultation.
Any statutory cancellation rights that apply are additional to these terms. Where required, we will provide the relevant cancellation information and form before you book.
6. Changes or delays on the day
We will tell you as soon as practicable if your appointment is delayed or needs to change and explain your options. If we cannot provide the agreed appointment, the refund provisions above apply.
We will not rush your decision or require you to accept a different procedure because of a scheduling problem. These terms do not limit any further rights you have if we breach our contract.
7. Results, refunds and further treatment
Results and how long they last vary between patients. We do not guarantee a particular increase in size, improvement in sexual function, duration of effect or freedom from complications. Your doctor will discuss expectations relevant to your treatment. This does not override an express promise we have made or other information that is legally binding.
Refunds for completed procedures. We do not offer discretionary refunds for completed medical or cosmetic procedures. Changing your mind after treatment, or being dissatisfied with the outcome alone, does not automatically entitle you to a refund.
This does not affect any refund, price reduction, compensation or other remedy to which you are entitled by law, including where services have not been provided with reasonable care and skill, legally binding commitments have not been met, or a supplied product is defective.
This policy applies to completed procedures only. Cancellations, unperformed treatment, procedures stopped before completion and unused package sessions are handled under the relevant provisions of these terms and our Refunds and Cancellations Policy.
Your treatment price includes only the services and follow-up specified in your written plan. Optional additional treatment, maintenance or changes to the plan require a further assessment and an agreed price. You will not be charged for a remedy that the law requires us to provide without charge.
For a package, we will explain the price allocated to each session, included follow-up and any expiry period before purchase. If your doctor advises that the remaining sessions should stop on clinical grounds, their unused allocated value is held as clinic credit for 12 months. We will not retrospectively increase the price of completed sessions to reduce that credit. Other cancellations remain subject to section 5 and your legal rights.
8. Aftercare and urgent concerns
Before you leave after treatment, your doctor will provide written aftercare instructions, your follow-up plan and contact details for clinical concerns. These will explain how to obtain urgent and out-of-hours advice and who to contact if your treating doctor is unavailable.
Please follow your aftercare instructions and report concerns promptly. Androfill’s administrative team can pass messages to a clinician but does not diagnose complications or prescribe treatment. Administrative contact hours are listed in section 12. Sending a message does not mean a doctor has reviewed it.
For an urgent concern, use the clinical contact route in your aftercare instructions. If you cannot reach the clinical service and need urgent advice, contact NHS 111 or another appropriate urgent healthcare service. For a medical emergency, call 999 or attend A&E. Do not wait for an administrative WhatsApp reply in an emergency.
If your doctor leaves or becomes unavailable, we will help coordinate access to the alternative clinical service identified in your aftercare arrangements and the lawful transfer of relevant records. We will explain who will provide further care and any proposed charges. These arrangements do not limit your existing rights or replace aftercare obligations we or your doctor have undertaken.
9. Your records and privacy
Your treating doctor maintains your clinical assessment, consent and treatment records. Androfill handles booking, payment and administrative communications, including health information you send to us.
Our privacy notice explains how your information is used, shared and retained, and how to exercise your rights. Contact us about information we hold or your doctor about clinical records; we will help direct your request if needed.
Booking or consenting to treatment does not authorise the use of identifiable information or photographs in marketing. Any marketing use requiring consent will be agreed separately and will not be a condition of care.
10. Concerns and complaints
Contact complaint@androfill.co.uk or write to ET Trading Ltd t/a Androfill, 64 Harley Street, London W1G 7HB if you have a concern about booking, payment, products, treatment or aftercare. We will address matters for which we are responsible and coordinate with the doctor where clinical input is needed. You may also contact your doctor directly.
Our complaints procedure sets out response times and any applicable independent review arrangements. Making a complaint does not remove your access to appropriate continuing care or prevent you from contacting a regulator or exercising legal rights. You do not have to complete our complaints procedure before bringing a legal claim.
11. Your legal rights
Signing a consent form or acknowledging a known risk does not waive your legal rights. Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or restricted. Your applicable rights concerning care, products, refunds and other remedies remain in place.
The version of these terms supplied when you book applies to that booking. Website updates do not retrospectively change your agreed terms. We will explain any proposed material change to your booking and seek your agreement where required.
These terms are governed by the law of England and Wales. They do not remove any mandatory consumer protection or right to bring proceedings in another court that applies to you by law.
12. Company and contact details
- Company: ET Trading Ltd, trading as Androfill.
- Company number: 06980289.
- Registered office: 167–169 Great Portland Street, Fifth Floor, London W1W 5PF.
- Correspondence address: 64 Harley Street, London W1G 7HB.
- Booking and cancellation email: info@androfill.co.uk.
- Booking telephone and WhatsApp: +44 20 3633 0026 (telephone) · +44 7898 191306 (WhatsApp).
- Administrative contact hours: Monday to Friday, 9:00am–5:00pm (UK time).
- Effective date: 10 July 2026.
