Terms of service
Effective date: 27th August 2026 Last updated: 27th August 2026
Welcome to Onna. These terms are the agreement between you and us for your Onna membership, and we've tried to keep them as clear as the service itself. Please read them before subscribing — and if anything's unclear, ask us at support@withonna.com.
Who we are: Onna Health Ltd, trading as "Onna" ("we", "us", "our"), a company registered in England and Wales (company number 17422975). Website: www.withonna.com. Contact: support@withonna.com.
Who you are: "You" means the member — an individual aged 18 or over, subscribing for personal use.
1. What Onna is (and isn't)
1.1 Onna is a membership service that gives you access to a curated network of independent specialist practitioners supporting women through perimenopause — including nutrition, fitness and movement, pelvic health physiotherapy, therapy and menopause counselling, intimacy coaching, and sleep consulting — together with care coordination from the Onna team.
1.2 Onna provides education, coordination and access to independent practitioners. Onna does not provide medical treatment, diagnosis, or clinical advice, and is not a healthcare provider, medical practice or emergency service. Nothing in our service replaces advice from your GP or other qualified medical professionals. We encourage you to keep your GP informed about your health and any services you use.
1.3 If you ever experience symptoms that worry you, new or severe symptoms, or a mental health crisis, contact your GP, NHS 111, or in an emergency 999 — do not wait for an Onna session.
2. The practitioners
2.1 Practitioners available through Onna are independent, self-employed professionals, not employees or agents of Onna. Each practitioner is responsible for the services they deliver in sessions, for holding appropriate qualifications and insurance, and for their own professional conduct and records. We vet practitioners before they join the network and require them to meet our standards on experience, insurance, professional etiquette and confidentiality.
2.2 Your sessions are delivered under this membership agreement with Onna; you do not pay practitioners directly for membership sessions. If you have any concern about a practitioner or session, contact us at support@withonna.com and we will address it (see Section 12).
2.3 The practitioner network may change over time. If a practitioner leaves the network or becomes unavailable, we will offer you a suitable alternative specialist in the same field as promptly as we reasonably can. Where a specialism is temporarily unavailable while we arrange a replacement, the rest of your membership continues unaffected, and we will restore or extend any affected session credits so you don't lose out. Named practitioners are not guaranteed.
3. Your membership — what's included
3.1 Your membership includes, each monthly billing cycle:
Four (4) sessions, of forty-five minutes each, which you may use with any mix of practitioners across our specialisms — all four with one specialist, one with four different specialists, or anything in between;
An optional, free Introductory Call with an Onna member liaison when you join — to explain how the service works, share our recommendations for gaining the most benefit from your membership, and answer any questions you may have before starting your sessions. This is entirely optional: we email useful information to you when you subscribe, and you're welcome to book your specialist sessions straight away without it;
Membership coordination support from the Onna team by email. Additional coordination may be provided via phone/video call at Onna’s discretion, for example, in a Bespoke membership.
3.2 Availability. All sessions are subject to practitioner availability at the time of booking. Diaries fill up — we recommend booking your sessions at the beginning of each month to secure the times and practitioners you want.
3.3 Session allowance. Your four sessions relate to your billing cycle. Unused sessions expire at the end of each billing cycle. We allow for one session rollover to the next month. If you find it difficult to utilise your session credits for any reason, reach out and we will see what we can do to help: support@withonna.com.
3.4 Fair use. Membership is for your personal use only. Sessions cannot be transferred, shared, sold, or used for anyone other than the member. If you would like to bring a chaperone, or additional person (e.g. a partner) to a session, please arrange this with your practitioner in advance by discussing it in a prior session. The decision will be made at the individual practitioners discretion and they will be solely responsible for the necessary experience, insurance and confidentiality required. Alternatively, let us know, and we will check with the practitioner and ensure they can accommodate for this.
4. Price and payment
4.1 Membership is £495 per month. This is the total price you pay — we are not currently registered for VAT, so no VAT is charged or added. If we become VAT-registered in the future, any resulting change to the price you pay will be handled as a price change under clause 4.4 (with at least 30 days' notice, applying only from a future billing cycle). Your monthly billing cycle runs from the date you subscribe — for example, subscribing on 3 August means your cycle runs to 3 September, renewing on the 3rd of each month.
4.2 Payment is taken by recurring card payment via our payment provider at the start of each billing cycle. By subscribing, you authorise these recurring payments until you cancel.
4.3 If a payment fails, we'll let you know and retry. If payment isn't received within 7 days, we may suspend your membership (including booked sessions) until payment is made.
4.4 We may change the membership price from time to time. We will give you at least 30 days' notice by email before any price change takes effect, and it will apply from your next billing cycle after the notice period. If you don't wish to continue at the new price, you can cancel before it takes effect.
5. Term, cancellation and refunds
5.1 No minimum term. Your membership continues month to month until you cancel. We do, however, strongly recommend a minimum of three months — perimenopause support builds session by session, and three months gives you a genuine opportunity to experience the full range of benefits your membership offers, before making a decision on whether to continue.
5.2 Cancelling. You may cancel your membership at any time from your Momence account, or by emailing us at support@withonna.com. Cancelling stops all future recurring payments. To avoid being charged for your next billing cycle, you must cancel at least 24 hours before your renewal date. If you cancel within 24 hours of your renewal date, that cycle's payment will still be processed and your membership will end at the close of that cycle.
5.3 After cancelling. You keep full access to your membership — including any remaining sessions — through the end of the period you've already paid for. We don't offer refunds for partial periods.
5.4 Your 14-day cooling-off right. If you subscribe online, you have a legal right to cancel within 14 days of subscribing and receive a refund. By subscribing, you request that your membership starts immediately, and you acknowledge that: (a) if you cancel within the 14-day period after using part of the service, we may deduct an amount reflecting the services already provided (including sessions used or charged under Section 6) before refunding the balance; and (b) once you have used your full session allowance within the period, the service for that cycle has been fully performed and the right to a refund for it is lost. To exercise this right, email support@withonna.com. This right is in addition to, and does not limit, your cancellation rights in 5.2.
5.5 Nothing in these terms affects your statutory rights as a consumer, including your rights if services are not provided with reasonable care and skill.
6. Booking, rescheduling and cancelling sessions
6.1 Sessions are booked through your Momence account, which is created when you subscribe. Each booked session uses one of your four monthly sessions at the time it takes place (or is charged under 6.2).
6.2 Changing your plans. You can cancel or reschedule any session up to 12 hours before its start time and keep that session credit to use again. If you cancel or reschedule less than 12 hours before the session start time, or don't attend, that session counts as one used session from your allowance. This protects the diaries of the independent practitioners who hold time for you.
6.3 If a practitioner cancels. If a practitioner cancels or fails to attend, your session credit is fully restored and we'll help you rebook — with the same practitioner or a suitable alternative — as a priority.
6.4 Lateness. Sessions end at their scheduled time. If you arrive late, the session runs for the remaining time and counts as used; if a practitioner is significantly late, we'll restore your credit or extend the session where possible.
6.5 Sessions are delivered online by video. You're responsible for having a suitable private space and internet connection for online sessions.
7. Your responsibilities
7.1 Provide accurate information when subscribing and keep your account details up to date.
7.2 Share relevant information about your health and circumstances honestly with practitioners, so sessions are safe and effective — and tell a practitioner (or us) if anything about your health changes that could affect your care.
7.3 Follow reasonable safety guidance given by practitioners (for example, in movement or physiotherapy sessions). Participation in physical activity is at your own risk to the extent it results from information you did not disclose.
7.4 Treat practitioners and the Onna team with courtesy and respect. Abusive, threatening or inappropriate behaviour may result in suspension or termination of membership (Section 11).
7.5 Keep your log-in details secure. You're responsible for activity on your account.
8. Health disclaimer
8.1 Content on our website, member pages, emails and sessions is provided for information and educational purposes and to support your wellbeing. It is not medical advice, and no practitioner-member relationship through Onna replaces the relationship with your own doctor.
8.2 Always seek the advice of your GP or another qualified health professional with any questions about a medical condition, before starting new exercise or nutrition programmes, and before making decisions about treatment (including decisions about hormone-replacement therapy [HRT] or other medication). Never disregard professional medical advice, or delay seeking it, because of something accessed through Onna.
9. Intellectual property
9.1 All content on our website, member page and materials (text, branding, guides, session materials) belongs to Onna Health Ltd or our licensors. You may use it for your personal, non-commercial use as a member; you may not copy, distribute, or commercially exploit it without our written permission.
9.2 Practitioner session materials remain the property of the relevant practitioner or their licensors, provided to you for personal use only.
10. Privacy
10.1 Your privacy matters to us — particularly given the personal nature of this service. How we collect, use, protect and share your information (including health and wellbeing information, which we process only with your explicit consent) is explained in our Privacy Policy, which forms part of your agreement with us.
10.2 Research. We're working to build a genuine evidence base for non-hormonal support through perimenopause. To do this, we use information from your membership — including symptoms, goals and progress you share with us or your practitioners — to create anonymised data and insights that can never be traced back to you. We use this anonymised data to understand what helps, and may share it (for example in reports, research or with partners) to support that wider goal. See our Privacy Policy for how your consent to this works and how to withdraw it.
10.3 Check-ins. From time to time, we may check in with you (for example, by email or a short survey) to ask how you're finding your membership and the support you're receiving. These check-ins are optional, and you're welcome to skip any you'd prefer not to answer.
11. Suspension and termination by us
11.1 We may suspend or end your membership (with a refund of any unused full cycles already paid, at our discretion where we end without cause) if: (a) payment fails and isn't resolved (4.3); (b) you materially breach these terms, including our conduct expectations (7.4) or fair use (3.4), and — where the breach can be put right — don't do so promptly after we ask; or (c) we reasonably believe continuing the membership poses a risk to you, a practitioner, or the service.
11.2 We may withdraw or materially change the service on at least 14 days' notice; if we do, you may cancel and we will refund any amounts paid for periods after the change takes effect.
12. Complaints and problems
12.1 If something isn't right — with a session, a practitioner, billing, anything — email support@withonna.com. We aim to acknowledge within 2 working days and resolve complaints within 14 days.
12.2 If your complaint concerns a practitioner's professional conduct, we will investigate under our practitioner standards and take appropriate action; where the practitioner belongs to a professional body, you may also complain to that body, and we can point you to it.
12.3 If we can't resolve a dispute between us, Section 15 explains the legal position. Nothing prevents you from using alternative dispute resolution or from complaining to relevant consumer authorities.
13. Our liability
13.1 Nothing in these terms excludes or limits our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any liability that cannot legally be excluded or limited, including your statutory consumer rights.
13.2 Subject to 13.1, we are responsible for foreseeable loss and damage caused by our breach of these terms or our failure to use reasonable care and skill. We are not responsible for loss that is not foreseeable, business losses, or loss arising from your breach of these terms.
13.3 Subject to 13.1, because practitioners are independent professionals responsible for the services they deliver (Section 2), our liability in connection with any practitioner's acts or omissions in sessions is limited to choosing and vetting practitioners with reasonable care, and to the remedies in Sections 6.3 and 12. This does not limit your rights against the practitioner or your statutory rights against us.
13.4 Subject to 13.1, our total liability to you in connection with your membership is limited to the membership fees you paid to us in the 12 months before the event giving rise to the claim.
14. Changes to these terms
We may update these terms from time to time (for example, to reflect changes in the service or the law). For significant changes we'll give you at least 30 days' notice by email, and if you don't wish to continue under the new terms you can cancel before they take effect. The current version can always be found at www.withonna.com/terms.
15. Governing law
These terms are governed by the laws of England and Wales, and disputes may be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts, and you always retain any mandatory consumer protections of the country where you live.
16. General
16.1 If any part of these terms is found invalid, the rest remains in force.
16.2 If we don't enforce a right immediately, we can still enforce it later.
16.3 You may not transfer your membership to anyone else; we may transfer our rights and obligations to another organisation (for example, if the business is sold) and will ensure your rights are unaffected.
16.4 These terms, together with the Privacy Policy, are the entire agreement between us regarding your membership.
16.5 No one other than you and us has rights under this agreement.