Accessibility Statement

Last updated: 17 September 2026

Our commitment to accessibility

We want everyone to be able to use Lola Health, including disabled people and people who need information in a different form. We aim to meet the Web Content Accessibility Guidelines (WCAG) 2.2 at Level AA, and we keep the site under review as we build.

We never charge you for an adjustment. Section 20(7) of the Equality Act 2010 makes that a legal duty, not a favour, and it applies to everything on this page.

What we can do

Tell us what would help and we will arrange what we can. Email [email protected]. We reply within 3 working days.

  • A carer, advocate, family member or friend with you at any point, with your agreement. If someone will be with you when a nurse visits, tell us and we will let them know to expect you both.
  • More time, and a slower pace. If a step takes you longer, tell us and we will work to your pace — including where a nurse visits you, so the person taking your sample knows to go slowly or let you rest.
  • Anything else, in your own words. If what would help is not on this page, tell us and a person will read it. We keep it on your record and pass it to the people looking after you.

What we cannot do yet, said plainly

We do not produce large print, easy-read, audio, Braille or translated versions of your results or our forms, and we do not offer British Sign Language interpretation. We also do not have a telephone service where a member of our team talks you through your results or fills a form in with you. Email and the app are the ways to reach us.

We would rather tell you what we cannot do than promise something we cannot deliver. If one of those is what you need, contact us anyway and we will tell you honestly what we can do instead. We will also say so if that changes.

Recording what you need

We ask when you order — on every order, for each person being tested — whether there is anything that would help us work with you. You can tell us that someone will be with you, that you may need more time or a slower pace, or describe anything else in your own words. Answering is optional, and saying you have nothing to record is an answer too.

Tell us once and we keep it on your record, so you do not have to ask again each time you order. If what you need changes, or you want it updated or removed, email [email protected].

Telling us we got it wrong

If you have trouble using our website, our app or our services, or you have a suggestion for improving them, we want to know:

We acknowledge within 3 working days, and we treat accessibility feedback as something to fix rather than file.

If you are unhappy with how we responded, our Complaints Procedure is the next step — we will look at it properly and reply in writing. You can also contact the Equality Advisory Support Service (EASS), which gives free advice and information on equality and human rights including accessibility, at any time. You do not have to come to us first.

This statement was last reviewed on 17 September 2026. Lola Health Ltd is registered in England and Wales (Company No. 15961806), registered office 167-169 Great Portland Street, 5th Floor, London W1W 5PF.