Terms & Conditions

Terms of Service Last Updated: 13 May 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. Clinical interpretation of lab results is provided by the GMC-registered doctor who reviews them, not by the software. Samples are analysed by our UKAS-accredited (ISO 15189) UK partner laboratory. For the full product status notice, see our Product Status and Wellness Disclaimer. See also: Medical Disclaimer – Intended Purpose; Medical Disclaimer – Regulatory Status

 

Overview

Lola Health Ltd ("Lola Health," "we," "us," or "our") is a company registered in England and Wales (Company No. 15961806), with a registered office at 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 abide by 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.

Please read these Terms carefully before using our website. If you do not agree with them, you may not access the site or use our services. Any new features or tools added to our store will also be subject to these Terms.

We reserve the right to modify these Terms at any time by posting updates on our website. It is your responsibility to check for changes periodically. Continued use of our site following updates constitutes acceptance of the revised Terms.

Lola Health operates its online store through Shopify Inc., which provides the e-commerce platform for selling our products and services.

 

Section 1 - Online Store Terms

By using this site, you confirm that you are of legal age in your location or have consented to your minor dependents using it.

You must not use our products or services for illegal or unauthorized purposes, including violating any laws (such as copyright laws).

You must not reproduce, photograph, video record, sell, or exploit any part of the Service, including procedures or interactions with our staff, without our prior written permission.

Do not transmit viruses, worms, or harmful code.

Any violation of these Terms will result in immediate termination of your services.

Section 2 - General Conditions

We may refuse service to anyone at any time for any reason.

Your content (excluding credit card information) may be transferred unencrypted across networks and adjusted for technical requirements. Credit card details are always encrypted during transmission.

You may not reproduce, sell, or exploit any part of the Service without our written permission.

Section headings are for convenience only and do not affect these Terms.

Section 3 - Modifications to the Service and Prices

Product prices may change without notice.

We may modify or discontinue the Service, including any content, at any time without notice.

We are not liable for any modifications, price changes, suspensions, or discontinuations of the Service.

Section 4 - Products or Services

We strive to display product colors and images accurately but cannot guarantee they will appear the same on all screens.

We may limit product sales by person, region, or jurisdiction and restrict product quantities at our discretion. Product descriptions and prices may change without notice, and we may discontinue products at any time. Any offers on this site are void where prohibited.

We do not guarantee that products, services, or materials will meet your expectations or that errors in the Service 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 or compensation unless stated otherwise. See also: Refund Policy – After Sample Analysis; Refund Policy – Circumstances Not Eligible for Refunds

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, credit card, or billing/shipping address. If we make changes or cancel an order, we may attempt to notify you using the contact details provided at checkout. We may also restrict orders that appear to be from dealers, resellers, or distributors.

You agree to provide accurate and up-to-date purchase and account details, including your email and payment information, to ensure smooth transactions and communication.

For more details, please review our Refund Policy. See also: Refund Policy – General Cancellation Terms

Section 6 - Personal Information Any personal information you provide through the store is subject to our Privacy Policy. All data is handled in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We will never share your personal or health data without your consent, except where required by law. See also: Medical Disclaimer – Regulatory Status

Section 7 - Errors, Inaccuracies, and Omissions

We may occasionally have errors, inaccuracies, or omissions on our site regarding product descriptions, pricing, promotions, shipping charges, transit times, or availability.

We reserve the right to correct these errors, update information, or cancel orders at any time without prior notice, even after an order has been placed.

We are not obligated to update or clarify information unless required by law. The absence of a specified update date does not imply that all information has been modified or remains current.

Section 8 - Prohibited Uses

You are prohibited from using the site or its content for any unlawful purpose or to solicit unlawful acts, violating any laws, regulations, or ordinances, infringing on intellectual property rights, harassing, abusing, defaming, or discriminating against others, submitting false or misleading information, uploading viruses or malicious code that could harm the Service, website, or Internet, collecting or tracking personal information, engaging in spam, phishing, or other deceptive practices, using the Service for obscene or immoral purposes, or interfering with or bypassing security features.

Violating these terms may result in termination of your access to the Service.

Section 9 - Disclaimer of Warranties; Limitation of Liability

You use the Service and its products at your own risk. Unless explicitly stated, everything is provided "as is" and "as available" without warranties, express or implied, including but not limited to merchantability, fitness for a particular purpose, durability, and non-infringement.

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 or its products. This includes errors, omissions, or any harm caused by the Service. Liability is limited to the maximum extent allowed by law. 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 to be unlawful, void, or unenforceable, it will still be enforced to the maximum extent allowed by law. The invalid portion will be removed, but the rest of the Terms will remain in effect.

Section 12 - Termination

Any obligations or liabilities incurred before termination will still apply.

These Terms remain in effect unless ended by either party. You can terminate them by informing us or stopping the use of our Services.

If we believe you have violated any Terms, we may terminate this agreement without notice, and you will still be responsible for any outstanding payments. We may also deny you access to our Services.

Section 13 - Entire Agreement

Failing to enforce any right or provision does not mean we waive it.

These Terms, along with any posted policies or rules, form the complete agreement between you and us regarding the Service, replacing any prior agreements or communications.

Any ambiguities in these Terms will not be interpreted against the party that drafted them.

Section 14 - Governing Law

These Terms of Service and any related agreements are governed by the laws of the United Kingdom.

Section 15 - Gift Card Terms and Conditions

Lola Health gift cards can only be used on lolahealth.com.

They expire 12 months from the purchase date.

Purchases are deducted from the gift card balance, with any remaining funds available for future use. If the order exceeds the balance, the difference can be paid using another method or additional gift cards.

After purchase, you will receive an email with a redeemable gift card code.

Gift cards are transferable via email and do not require an account to redeem.

Refunds for purchases made with a gift card will be 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, it is recommended to purchase 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. Orders using an email already associated with an account must belong to the intended recipient.

Incorrect orders may result in mismatched information, and the lab will not reprocess samples. Clients must place a new order at their own expense. 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 as rescheduling may incur fees. This applies to clinic appointments only.

Arrange professional phlebotomy. This applies to Self-Arrange/Arrange Your Own Phlebotomy. The person drawing your blood must be a qualified and experienced phlebotomist or nurse. An inexperienced draw can result in haemolysis, contamination, insufficient sample 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 – Clinic Draw and Self-Draw Appointments; 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, fasting for 8 to 12 hours is recommended if your test includes triglycerides or iron markers. If your test includes cortisol and/or testosterone, a blood draw before 9 AM is recommended for the most accurate results. Water is always permitted during the fasting window. If you are unable to fast due to a medical condition or medication, please have a light meal and avoid anything high in fat or sugar. See also: Refund Policy – Non-Compliance with Pre-Appointment Instructions

If instructions are not followed and the sample cannot be collected, Lola Health is not responsible for the unsuccessful draw.

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. Lab form and sample details must match order details.

Name changes are prohibited. 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. In this case 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. This can be caused by an inexperienced blood draw, aggressive mixing of tubes, prolonged transit, improper storage, or insufficient sample volume. A haemolysed sample may produce inaccurate results for certain biomarkers and may be rejected by the lab entirely. If a sample is rejected due to haemolysis, a full repurchase of the test 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 – Clinic Draw and Self-Draw Appointments; Refund Policy – Client Responsibility for Sample Collection

Discount Codes Only 1 discount code may be used per order. Codes are non-transferable and must be used with the email address they were issued to. Codes that are expired or deactivated cannot be redeemed. Lola Health reserves the right to 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 like 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 factors such as dehydration, cold temperature, low blood pressure or poor circulation, or fainting and anxiety, the sample will be discarded and cannot be sent to the lab. In such cases, a new appointment will be required and will incur an additional fee starting from £50 depending on your location.

For self-draw, arrange-your-own phlebotomy, and clinic appointments: if the lab returns the samples as "unlabelled" and the client wishes to retest, an additional fee starting from £50 will apply depending on location. However, if the samples are returned due to being "insufficient," "contaminated," "too old," or "haemolysed," a full repurchase of the test and a new booking will be required if the client wishes to retest.

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. Refund requests after dispatch incur a £15 deduction. See also: Refund Policy – Appointment Cancellations; Refund Policy – Unsuccessful Appointments

Appointment Availability Lola phlebotomy and clinic appointments are available Monday to Friday and Sunday evenings only. Saturday appointments, Sunday morning and afternoon appointments, and public holiday appointments are not available as the lab is closed and samples would not be viable by the time they are received. Sunday evening appointments are available as samples collected later in the evening remain viable by the time the lab opens the following morning.

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 this option, we will dispatch the kit to the customer and they are responsible for arranging a qualified local phlebotomist, nurse, clinic, or pharmacy for the blood draw. The prepaid return label is included in the kit and the customer must follow the drop-off guidelines on the lab form.

Drop-off Guidelines These guidelines apply to clinic and self-arrange/arrange your own phlebotomist orders.

• Before 9 AM: Use a postbox or Post Office with a 9 AM latest collection time. Do not use a postbox where the collection time has already passed as the sample will not be collected until the following day.
• 9 AM to 4 PM: Use a postbox or Post Office with a 4 PM or 5 PM same-day collection.
• After 4 PM: Use a postbox with a 7 PM latest collection or a postbox with a 7 AM or 9 AM collection the following morning.
• Only collect and post samples Monday to Thursday ideally. No weekend or holiday collections.
• Always verify same-day collection times before dropping off.

Find your nearest postbox at https://www.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. If your test includes add-ons, please refer to the individual add-on description at the time of purchase as some add-ons may add additional working days to your results.

Each test includes a doctor's review based on your results. 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 provided with your blood test results are based on the ranges used by our UKAS-accredited partner laboratory. These ranges may differ from those used by your GP or hospital. Borderline results do not necessarily indicate a health problem, and results within range do not guarantee good health. See also: Medical Disclaimer – Blood Testing Services; Medical Disclaimer – Reference Ranges; Refund Policy – After Sample Analysis

Section 17 - Memberships, Subscriptions, and Partnered Clinics

Subscription and Membership Cancellation If a kit is purchased with a subscription or membership, it is the client's responsibility to cancel the subscription before it renews to avoid automatic charges.

While Lola Health is happy to assist with subscription cancellations, the client must contact Lola Health and obtain confirmation that the subscription has been successfully cancelled.

Refund for Charged Renewals If a client wishes to request a refund for a charged renewal, they must contact Lola Health to arrange the refund.

If the kit associated with the renewal has already been dispatched, a £15 inconvenience fee will be deducted from the total refund amount. See also: Refund Policy – Subscription Renewals

Partner Clinics and Referral Codes Lola Health partners with selected external clinics and health professionals who may provide their clients with unique referral or discount codes for use on our website. By applying one of these codes at checkout, you acknowledge and agree to the following:

The referral code you use may identify a specific partner clinic or practitioner.

When such a code is used, the laboratory results from your test will be shared directly with the identified partner clinic for review.

In these cases, the responsibility for reviewing and interpreting your results lies with the partner clinic or practitioner, not with Lola Health's in-house doctors.

Lola Health's service concludes once the result has been released to the partner clinic for interpretation.

It is your responsibility to confirm and understand the nature of the referral arrangement prior to applying a partner clinic code.

If you prefer your results to be reviewed by a Lola Health doctor, please refrain from using a partner clinic referral code at checkout. See also: Medical Disclaimer – Blood Testing Services

Section 18 - Return and Refund Policy: TruDiagnostic and GutID Test Kits This policy applies to TruDiagnostic kits (TruAge, TruHealth, TruAge + TruHealth) and GutID kits (CDI and CMI).

No Refund for Opened Kits: Due to the sensitive nature of these tests, we cannot accept returns or provide refunds for any kits that have 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 Responsibility: For TruDiagnostic kits, return shipping to the lab is covered by Lola Health. For GutID kits, customers are responsible for arranging and paying for return shipping and must notify Lola Health with tracking details once shipped.

Refund Timing: Refunds will only be processed after our warehouse confirms that the returned kit is unopened and suitable for resale. See also: Refund Policy – Section 3; Section 19

Section 19 - International Shipping, Import Duties and Customer Responsibilities: TruAge, TruHealth, TruAge + TruHealth, GutID, and NMN

This section applies to all orders of TruDiagnostic kits (TruAge, TruHealth, and TruAge + TruHealth), GutID kits (CGI and CMA), and NMN supplements ordered outside the United Kingdom.

Import Taxes, Duties and Shipping Costs for TruDiagnostic Kits: For TruAge, TruHealth, and TruAge + TruHealth kits, all import taxes, customs duties, and return shipping costs to TruDiagnostic's lab are covered by Lola Health. The total amount paid at checkout is the final amount you will pay for your test, with no additional charges expected. For all other products including GutID kits and NMN supplements, import taxes, customs duties, and any additional fees applied by the destination country remain the sole responsibility of the customer. We recommend checking with your local customs authority before placing an order for these products.

Sample Registration: Customers are responsible for registering their TruAge, TruHealth, or TruAge + TruHealth kit via the Lola Health app after collecting their sample by tapping "I collected my sample" and entering their collection date. This registers the kit automatically with TruDiagnostic. If the kit is not registered, the lab will not process the sample. If you are unable to register via the app, please contact us immediately and we will register it on your behalf.

Tracking Responsibility: For TruDiagnostic kits, while Lola Health covers the return shipping cost, it remains the customer's responsibility to retain the shipping tracking number and monitor delivery status to confirm the sample arrives at the lab. Lola Health Ltd is not responsible for delays or unprocessed samples due to unregistered kits or untracked shipments. See also: Refund Policy – Section 3; Section 18

Section 20 - NMN Supplement Terms T

he NMN supplements sold by Lola Health are food supplements and are not intended to diagnose, treat, cure, or prevent any disease. They are not a substitute for a balanced diet or medical treatment. Consult your GP before use if you are pregnant, breastfeeding, under 18, or have a medical condition or are taking medication. Results may vary between individuals. Lola Health is not responsible for any adverse reactions resulting from the use of supplements. See also: Medical Disclaimer – Important Notice; Refund Policy – Section 2

Section 21 - 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 of Service by posting updates and changes on the website.

It is the client's responsibility to check the website periodically for any updates.

Continued use of the website or the Service after any changes have been posted constitutes acceptance of those changes.

Section 22 - Contact Information

If you have any questions about these Terms of Service, please contact us at [email protected].