Terms & Conditions

Terms of Service — Last Updated: 31 July 2026

Intended Purpose. The Lola Health mobile application is a wellness and lifestyle software product. It is not a medical device, is not registered with the MHRA and does not carry a UKCA, CE or FDA mark. It is not intended for the diagnosis, prevention, prediction, prognosis, monitoring, treatment or alleviation of disease. Samples are analysed by partner laboratories that vary by product. Blood and urinalysis samples are analysed by our UKAS-accredited (ISO 15189) UK partner laboratory. Biological-age (epigenetic) tests are processed by TruDiagnostic, Inc. in the United States. Gut microbiome tests are processed by Intus Bio, Inc. in the United States. The laboratory used for each product, and where your sample is analysed, is identified in our Privacy Policy. Where a product includes a review of your results by a GMC-registered doctor, the clinical interpretation is provided by that doctor and not by the software; not every product includes such a review, and whether a review is included is stated on the product page. Products that provide a biological-age or microbiome result generate that result and its report from the laboratory's own analysis, without a Lola Health doctor's review. See also: Medical Disclaimer.

Overview. Lola Health Ltd ("Lola Health," "we," "us," or "our") is a company registered in England and Wales (Company No. 15961806), registered office 167-169 Great Portland Street, 5th Floor, London W1W 5PF. These Terms of Service ("Terms") govern your use of our website and services. By accessing our site or making a purchase, you engage in our "Service" and agree to these Terms, including any additional policies referenced here or available via hyperlink. These Terms apply to all users, including browsers, vendors, customers, merchants, and content contributors. If you do not agree, you may not use our services. We may modify these Terms at any time by posting updates; continued use constitutes acceptance. Lola Health operates its online store through Shopify Inc.

Section 1 - Online Store Terms. You must be 18 or over to buy from us, to register an account, or to have a sample collected or analysed. Our services are not offered to under-18s, and we do not accept orders placed on behalf of a person under 18. You must not use our products or services for any illegal or unauthorized purpose, reproduce or exploit any part of the Service without our written permission, or transmit viruses or harmful code. Any violation will result in termination of your services.

Section 2 - General Conditions. We may refuse service to anyone at any time for any reason. All data you send us, including your health data, is transmitted over encrypted connections and stored encrypted at rest. You may not reproduce, sell, or exploit any part of the Service without our written permission. Section headings are for convenience only.

Section 3 - Modifications to the Service and Prices. Product prices may change without notice. We may modify or discontinue the Service at any time without notice, and are not liable for any modification, price change, suspension, or discontinuation.

Section 4 - Products or Services. We strive to display product colours and images accurately but cannot guarantee they will appear the same on all screens. We may limit sales by person, region, or jurisdiction, restrict quantities, change descriptions and prices without notice, and discontinue products at any time. We do not guarantee that products, services, or materials will meet your expectations or that errors will be corrected. If a test sample is invalid due to factors beyond our control (e.g. delayed delivery or improper transport), we will determine an appropriate resolution, such as a free retest or a voucher, in consultation with our medical team. We are not obligated to offer reimbursement unless stated otherwise. See also: Refund Policy.

Section 5 - Accuracy of Billing and Account Information. We may refuse, limit, or cancel orders at our discretion, including those placed under the same account, card, or billing/shipping address, and may restrict orders that appear to be from dealers or resellers. If we change or cancel an order, we may notify you using the contact details provided at checkout. You agree to provide accurate and up-to-date purchase and account details. See also: Refund Policy – General Cancellation Terms.

Section 6 - Personal Information. Any personal information you provide through the store is handled in accordance with our Privacy Policy and applicable data protection law, including the UK GDPR and the Data Protection Act 2018. Our Privacy Policy explains the circumstances in which we share your personal and health data — including with the partner laboratory that analyses your sample (for blood and urinalysis this is our UKAS-accredited UK laboratory; for other products the laboratory and the country of analysis are identified in our Privacy Policy), with service providers who support our Services, and, where you have separately and explicitly agreed to share your results with a partner, with that partner. A referral or discount code entered at checkout is used for billing attribution only and is never consent to share your results. See also: Privacy Policy; Medical Disclaimer – Regulatory Status.

Section 7 - Errors, Inaccuracies, and Omissions. We may occasionally have errors, inaccuracies, or omissions regarding product descriptions, pricing, promotions, shipping charges, transit times, or availability, and reserve the right to correct them, update information, or cancel orders at any time without prior notice, even after an order has been placed. We are not obligated to update information unless required by law.

Section 8 - Prohibited Uses. You are prohibited from using the site or its content for any unlawful purpose, to violate any laws or intellectual property rights, to harass, abuse, defame, or discriminate, to submit false or misleading information, to upload viruses or malicious code, to collect or track others' personal information, to spam, phish, or engage in deceptive practices, for obscene or immoral purposes, or to interfere with or bypass security features. Violation may result in termination of your access.

Section 9 - Disclaimer of Warranties; Limitation of Liability. You use the Service and its products at your own risk. Unless we say otherwise, the Service and its materials are provided "as is" and "as available". We exclude terms implied by law only as far as the law allows them to be excluded. If you are a consumer, we do not exclude the terms the Consumer Rights Act 2015 puts into your contract with us: that services are carried out with reasonable care and skill, and that goods are of satisfactory quality, fit for purpose and as described. Lola Health and its affiliates are not liable for any direct, indirect, incidental, punitive, or consequential damages, including lost profits, data loss, or replacement costs, arising from your use of the Service, to the maximum extent allowed by law. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law, including your non-excludable rights as a consumer under the Consumer Rights Act 2015. See also: Medical Disclaimer – Limitation of Liability.

Section 10 - Indemnification. You agree to defend, indemnify, and hold harmless Lola Health and its affiliates from any claims, including legal fees, arising from your breach of these Terms or violation of any law or third-party rights.

Section 11 - Severability. If any part of these Terms is found unlawful, void, or unenforceable, that part will be enforced to the maximum extent permitted, severed from the remainder, and the rest of the Terms will remain in effect.

Section 12 - Termination. Obligations and liabilities incurred before termination survive. These Terms remain in effect unless ended by either party; you may terminate by informing us or ceasing use of our Services. If we believe you have violated any Terms, we may terminate without notice, and you remain responsible for any outstanding payments.

Section 13 - Entire Agreement. Failing to enforce any right or provision does not waive it. These Terms, along with any posted policies, form the complete agreement between you and us regarding the Service, replacing any prior agreements or communications.

Section 14 - Governing Law. These Terms and any related agreements are governed by the laws of England and Wales, and you and we submit to the exclusive jurisdiction of the courts of England and Wales. If you are a consumer, you have statutory rights — including statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and rights under the Consumer Rights Act 2015 — that these Terms do not affect. See also: Refund Policy.

Section 15 - Gift Card Terms and Conditions. Lola Health gift cards can only be used on lolahealth.com and expire 12 months from the purchase date. Purchases are deducted from the balance, with any remaining funds available for future use; if an order exceeds the balance, the difference can be paid by another method. After purchase you will receive an email with a redeemable code. Gift cards are transferable via email and do not require an account to redeem. Refunds for purchases made with a gift card are credited back to the same card, with any extra refunded to the original payment method. Gift cards cannot be exchanged for cash, and unused balances are non-refundable. See also: Refund Policy – Non-Returnable Items.

Section 16 - Accuracy and Appointment Preparation.

Placing Orders on Behalf of Others. If ordering for someone else, we recommend purchasing a gift card so they can create their own profile, which ensures accurate lab submissions. Each profile must be linked to a unique email address. Incorrect orders may result in mismatched information, and the lab will not reprocess samples; a new order at your own expense will be required. See also: Refund Policy – Incorrect Information at Order Placement.

Appointment Preparation and Compliance. Attend appointments on time. Clinics operate Monday to Friday during business hours, and rescheduling may incur fees (clinic appointments only).

Arrange professional phlebotomy (Self-Arrange / Arrange Your Own Phlebotomy). The person drawing your blood must be a qualified and experienced phlebotomist or nurse. An inexperienced draw can cause haemolysis, contamination, insufficient volume, or improper tube handling, all of which can invalidate your results. Lola Health is not responsible for errors caused by inexperienced collection. See also: Refund Policy – Client Responsibility for Sample Collection.

Follow all appointment instructions, including hydration, maintaining body warmth, avoiding alcohol, and fasting if required. For best accuracy, fast for 8 to 12 hours if your test includes triglycerides or iron markers. If your test includes cortisol and/or testosterone, a draw before 9 AM is recommended. Water is always permitted during the fasting window. If you cannot fast due to a medical condition or medication, have a light meal and avoid anything high in fat or sugar. See also: Refund Policy – Non-Compliance with Pre-Appointment Instructions.

Label vacutainers accurately with full name and date of birth. Minor corrections to date of birth are allowed but name changes are not permitted. Ensure lab forms are accurate and enclosed, and that lab form and sample details match order details. Incorrect names lead to discarded samples and no refund. Notify us immediately if a kit has not been received a day before your booked appointment or blood draw. Ensure sufficient samples are collected.

Tube Identification Requirements. Each vacutainer must be clearly labelled with the patient's first name, last name, and date of birth. Samples missing any of these identifiers will be rejected by the lab; a replacement kit will be required and a fee of £40 will apply. See also: Refund Policy – Clinic Draw and Self-Draw Appointments.

Haemolysis and Sample Integrity. Haemolysis occurs when red blood cells break down, releasing their contents into the sample, and can be caused by an inexperienced draw, aggressive mixing, prolonged transit, improper storage, or insufficient volume. A haemolysed sample may produce inaccurate results and may be rejected by the lab. If a sample is rejected due to haemolysis, a full repurchase and a new booking will be required. Lola Health is not responsible for haemolysis caused by errors in collection or handling. See also: Refund Policy – Client Responsibility for Sample Collection.

Discount Codes. Only one discount code may be used per order. Codes are non-transferable and must be used with the email address they were issued to. Expired or deactivated codes cannot be redeemed. Lola Health may deactivate or amend codes at any time.

Unsuccessful Appointments / Rescheduling. Lola Health is not responsible for missed appointments due to incorrect address details, unavailability, or personal factors such as phobias or fainting. Rebooking is available, but a revisit fee of up to £80 applies depending on the phlebotomist's location and travel. If blood cannot be collected due to dehydration, cold temperature, low blood pressure or poor circulation, or fainting and anxiety, the sample will be discarded and a new appointment will be required, incurring an additional fee starting from £50 depending on location.

For self-draw, arrange-your-own phlebotomy, and clinic appointments: if the lab returns samples as "unlabelled" and you wish to retest, an additional fee starting from £50 applies depending on location. If samples are returned as "insufficient," "contaminated," "too old," or "haemolysed," a full repurchase and new booking will be required. A replacement kit can be provided, but a fee of £40 to £170 applies to cover shipping, lab processing, and additional travel costs. Rescheduling depends on availability; changes within 24 hours incur a £20 fee, and refund requests after dispatch incur a £15 deduction. See also: Refund Policy – Appointment Cancellations.

Appointment Availability. Lola phlebotomy and clinic appointments are available Monday to Friday and Sunday evenings only. Saturday, Sunday morning and afternoon, and public holiday appointments are not available.

Service Areas. Lola Health phlebotomy and clinic appointments are available in selected areas only. Customers in areas we do not currently service, including Northern Ireland and the Isle of Man, may still order using the Arrange Your Own option, under which we dispatch the kit and the customer arranges a qualified local phlebotomist, nurse, clinic, or pharmacy for the draw. The prepaid return label is included, and the customer must follow the drop-off guidelines on the lab form.

Drop-off Guidelines (clinic and self-arrange orders): Before 9 AM, use a postbox or Post Office with a 9 AM latest collection; do not use a postbox where collection has passed. 9 AM to 4 PM, use a 4 PM or 5 PM same-day collection. After 4 PM, use a postbox with a 7 PM latest collection or a 7 AM/9 AM collection the next morning. Ideally collect and post Monday to Thursday only, with no weekend or holiday collections, and always verify same-day collection times before dropping off. Find your nearest postbox at royalmail.com/services-near-you. See also: Refund Policy – Circumstances Not Eligible for Refunds.

Results and Processing. Same-day postage is required. Results are typically available within 1 to 2 working days from the time the lab receives the samples; some add-ons may add additional working days. Whether a test includes a doctor's review depends on the product, and this is stated on the relevant product page. Where a review is included, a GMC-registered doctor reviews your results before they are released. Biological-age tests processed by TruDiagnostic (TruAge, TruHealth, TruAge + TruHealth) and GutID microbiome tests do not include a Lola Health doctor's review; for these products the result and its report are generated from the laboratory's own analysis. Any notes you provide about your medical history or concerns may be taken into account; however, this review provides a general wellness overview based on your results only and is not a substitute for medical advice. The doctor's review is not a clinical consultation and should not be treated as one. For more tailored advice, follow-up questions, diagnosis, or a full medical assessment, please consult your GP or a qualified healthcare professional. Lola Health does not provide follow-up consultations, issue medication, or diagnose medical conditions. Reference ranges are based on those used by our UKAS-accredited partner laboratory and may differ from your GP or hospital; borderline results do not necessarily indicate a problem, and results within range do not guarantee good health. See also: Medical Disclaimer – Reference Ranges.

Consent to Testing and Processing. Before we process your sample, we ask you to confirm a short consent statement on the profile form we send you after your order. You complete this separately for each person being tested, and we cannot process a test until it has been given. We keep a record of the exact wording shown to you, the version of that wording, and the date you agreed to it. By giving that consent, and by providing your sample, you acknowledge and agree that: (a) your sample will be collected from you, or by you, and sent to the applicable partner laboratory for analysis; (b) health data will be generated from that sample — for example biomarker, biological-age (epigenetic) or microbiome data, depending on the product; (c) where your product includes a doctor's review, a GMC-registered doctor will review your results before they are released to you; and (d) your results and the health data derived from them will be handled, stored and released to you in accordance with these Terms and our Privacy Policy; and (e) if you are completing this confirmation for another person, you confirm that you have that person's agreement to their sample being collected and analysed and their health data being processed as described. You can withdraw this consent at any time by contacting [email protected]; the effect of withdrawal is described below.

Withdrawing Consent After Your Sample Is in Progress. If you withdraw your consent after your sample has already been dispatched to or analysed by the laboratory, this stops any further processing but cannot undo analysis that has already been carried out. If your sample has not yet been analysed, you may ask us to arrange for it to be destroyed rather than analysed by contacting [email protected]. Where a result has already been generated, we are required to retain it in line with our clinical record-keeping obligations (see our Privacy Policy, "Retention"), even after you withdraw consent or close your account.

Consent Given on Behalf of Another Person. You may place an order and complete the consent confirmation for someone else. We record whether the confirmation was given by the person being tested or by someone else on their behalf, together with the wording shown and the date. The person being tested may contact us at [email protected] at any time to ask what we have recorded about them, to exercise their data protection rights, or to withdraw their agreement.

Section 17 - Memberships, Subscriptions, and Partner Clinics.

Subscription and Membership Cancellation. If a kit is purchased with a subscription or membership, it is your responsibility to cancel before it renews to avoid automatic charges. While we are happy to assist, you must contact Lola Health and obtain confirmation that the subscription has been cancelled.

Refund for Charged Renewals. To request a refund for a charged renewal, contact Lola Health. If the kit associated with the renewal has already been dispatched, a £15 inconvenience fee will be deducted. See also: Refund Policy – Subscription Renewals.

Partner Clinics and Referral Codes. Lola Health partners with selected external clinics and health professionals. Where you connect a partner, you acknowledge and agree that:

• The code or connection identifies a specific partner clinic or practitioner.
• A referral or discount code entered at checkout is used for billing attribution only — it links your order to a partner for commercial purposes and is not consent to share your results. Your laboratory results are shared with that partner for review, and where applicable for their own services to you, only where you have separately and explicitly agreed to that sharing. This sharing takes place in accordance with our Privacy Policy; we record that agreement separately, and you can withdraw it at any time.
• The partner acts as an independent controller of the results shared with them: they are responsible for how they use, store and protect that data, and for interpreting your results and any resulting clinical advice or follow-up. Results that are shared with a partner for review are not also reviewed by a GMC-registered doctor on Lola Health's behalf.
• Lola Health's clinical service concludes once your result has been released to the partner for interpretation.
• You can ask Lola Health to stop sharing further results with a partner at any time by contacting [email protected] (or, for data-protection and consent-withdrawal requests, [email protected]).
• It is your responsibility to understand the referral arrangement before connecting a partner or applying a partner code. If you prefer your results to be reviewed by a Lola Health doctor, do not connect a partner.

Section 18 - Return and Refund Policy: TruDiagnostic and GutID Test Kits. This section applies to TruDiagnostic kits (TruAge, TruHealth, TruAge + TruHealth) and GutID kits (CMA and CGI). No Refund for Opened Kits: due to the sensitive nature of these tests, we cannot accept returns or provide refunds for any kit that has been opened or tampered with. Refunds for Unopened Kits: refunds may be issued for kits that remain completely unopened and in resaleable condition, subject to a £50 processing and administration fee per kit. Return Shipping: for TruDiagnostic kits, customers arrange and pay for return shipping (instructions provided; from £20 depending on the country you are sending from) and must notify Lola Health with tracking details; for GutID kits, customers arrange and pay for return shipping and must notify Lola Health with tracking details. Refund Timing: refunds are processed only after our warehouse confirms the returned kit is unopened and suitable for resale. See also: Refund Policy – Section 3.

Section 19 - International Shipping, Import Duties and Customer Responsibilities: TruAge, TruHealth, TruAge + TruHealth, and GutID. This section applies to all orders of TruDiagnostic kits and GutID kits ordered outside the United Kingdom. Import Taxes, Duties and Shipping for TruDiagnostic Kits: for TruAge, TruHealth, and TruAge + TruHealth kits, all import taxes and customs duties on delivery of your kit are covered by Lola Health, and the total paid at checkout is the final amount for delivery, with no additional delivery charges expected. Return postage to TruDiagnostic's lab is arranged and paid by the customer (instructions provided; from £20 depending on the country you are sending from). For all other products including GutID kits, import taxes, customs duties, and any additional fees applied by the destination country are the customer's responsibility; we recommend checking with your local customs authority before ordering. Sample Registration: customers must register their TruDiagnostic kit via the Lola Health app after collecting their sample by tapping "I collected my sample" and entering the collection date, which registers the kit with TruDiagnostic. If the kit is not registered, the lab will not process the sample; if you cannot register via the app, contact us and we will register it on your behalf. Tracking: as the customer arranges return postage for TruDiagnostic kits, it remains the customer's responsibility to retain the tracking number and monitor delivery. Lola Health is not responsible for delays or unprocessed samples due to unregistered kits or untracked shipments. See also: Refund Policy – Section 3.

Section 20 - Changes to Terms of Service. You can review the most current version of the Terms of Service at any time on this page. Lola Health reserves the right, at its sole discretion, to update, change, or replace any part of these Terms by posting updates on the website. It is your responsibility to check the website periodically; continued use after changes are posted constitutes acceptance.

Section 21 - Contact Information. If you have any questions about these Terms of Service, contact us at [email protected].