Terms & Conditions

Last updated: 7 October 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, and it does not interpret your results, generate diagnoses or produce treatment recommendations.

Samples are analysed by partner laboratories that vary by product. Blood and urinalysis go to our UKAS-accredited (ISO 15189) UK partner laboratory. Biological-age (epigenetic) tests are processed by TruDiagnostic, Inc. in the United States. GutID gut microbiome tests, which we discontinued on 7 October 2026, are processed by Intus Bio, Inc. in the United States; this continues for GutID orders placed before that date. The laboratory used for each product is identified in our Privacy Policy. Where a product includes a review by a GMC-registered doctor, the clinical interpretation comes from that doctor, not the software; not every product includes one and the product page says which. Biological-age results, and microbiome results for GutID orders placed before 7 October 2026, come from the laboratory's own analysis without a Lola doctor's review. See also our Medical Disclaimer.

1. Who we are and what these terms do

Lola Health Ltd ("Lola Health", "we", "us", "our") is registered in England and Wales, Company No. 15961806, registered office 167-169 Great Portland Street, 5th Floor, London W1W 5PF. Our online store runs on Shopify.

These terms govern your use of our website, app and services. By browsing our site or buying from us you agree to them, along with the policies linked from them. If you do not agree, please do not use our services. We may change these terms by posting an update; continued use afterwards means you accept the change.

2. Who we can and cannot serve

You must be 18 or over to buy from us, register an account, or have a sample collected or analysed. We cannot test anyone under 18, or accept an order placed on behalf of someone under 18.

There are also clinical reasons we may not be able to proceed. Depending on the product these can include a health condition you have, a medicine you take, pregnancy, or a situation where a remote service is not the right setting for what you need. Where a product has specific criteria, the product page sets them out before you buy. Our clinicians make the final call on the information you give us.

If we decline to proceed for a clinical reason, or you turn out not to be eligible, you get a full refund of anything you paid for something we did not provide, with nothing deducted. We will tell you the reason in plain language and point you to what to do instead. Being declined is a clinical outcome, not a failure. See our Returns, Cancellation & Refund Policy.

We may also refuse or cancel an order where information appears inaccurate, where multiple orders come from the same account, card or address in a way that suggests resale, or where we are required to. If we cancel, we will use the contact details you gave at checkout to tell you.

3. What we provide, and what we do not

Our live service is testing: sample collection at home or at a partner clinic, laboratory analysis, and — for products that include it — a written review by a GMC-registered doctor. We also sell supplements and wellness products.

Within our testing service we do not diagnose conditions, prescribe medication or provide follow-up consultations. Online prescribing is a separate service with its own criteria, consent process and terms. It is not yet available. Where our website describes it, that is information about something not yet live. If it launches, prescribing will be by GMC-registered independent prescribers and any medicine will be dispensed by an independent registered pharmacy — Lola Health does not dispense, handle, supply or administer medicines.

We do not own or operate any clinic, phlebotomy service, laboratory or pharmacy. Those parts are delivered by independent providers acting on our instructions, responsible for their own clinical practice, registration and insurance. We remain responsible to you for the service we provide.

4. Consent to testing

Before we process a sample we ask the person being tested to confirm a short consent statement on the profile form we send after the order. We cannot process a test without it. We keep a record of the exact wording shown, its version, and the date it was agreed.

By giving consent, and by providing a sample, the person being tested agrees that: their sample will be collected and sent to the applicable partner laboratory; health data will be generated from it, such as biomarker or epigenetic data depending on the product (or microbiome data for GutID orders placed before 7 October 2026); where the product includes one, a GMC-registered doctor will review the results before release; and the results and derived health data will be handled, stored and released in line with these terms and our Privacy Policy.

Consenting for someone else. You can complete the consent step for another adult. If you do, you confirm that you have their agreement to provide their information and to consent on their behalf, and we record that consent was given on their behalf. Each profile needs its own email address. The person being tested can contact dataprotection@lolahealth.com at any time to ask what we hold about them or to withdraw their agreement.

If someone lacks capacity to consent, or needs support to understand what they are agreeing to, contact support@lolahealth.com before ordering and we will tell you honestly whether we can help.

Withdrawing consent. Email dataprotection@lolahealth.com at any time. If the sample has not been analysed we stop and can destroy it on request. If analysis has happened, withdrawal stops anything further but cannot undo work already done, and we may need to keep the result and the consent record for clinical record-keeping and legal reasons.

5. Prices, products and changes

Prices may change without notice, and we may modify or discontinue parts of the service. We try to show product colours and images accurately but cannot guarantee how they appear on every screen. We may limit quantities or restrict sales by region. Occasionally there are errors in descriptions, prices, promotions, shipping charges, transit times or availability; we may correct them or cancel an affected order, including after it is placed, and we will tell you if we do.

6. Preparing for your appointment

  • Fasting. If your test includes triglycerides or iron markers, fast for 8 to 12 hours. Water is always fine. If you cannot fast for medical reasons or because of medication, have a light meal and avoid anything high in fat or sugar.
  • Timing. If your test includes cortisol or testosterone, a draw before 9am is best.
  • On the day. Stay hydrated, keep warm, and avoid alcohol beforehand.
  • Labelling. Each vacutainer must be clearly labelled with your first name, last name and date of birth. Vacutainers missing any of those identifiers are rejected by the lab. Minor corrections to a date of birth are possible; name changes are not. Make sure the lab form is complete and matches your order details.
  • Volume. Fill vacutainers to more than half their capacity, and collect in a clean, sanitised environment to prevent contamination.
  • Postage. Same-day postage is required. Before 9am, use a postbox or Post Office with a 9am latest collection — do not use a postbox where collection has already passed. Between 9am and 4pm, use a 4pm or 5pm same-day collection. After 4pm, use a postbox with a 7pm latest collection, or a 7am or 9am collection the next morning. Collect and post Monday to Thursday where you can, and never post on a Saturday, Sunday or bank holiday, or on a Friday after the last collection. Always check the collection times on the postbox before dropping off. Find your nearest postbox at royalmail.com/services-near-you.
  • Proof of posting. If you are posting the sample yourself, including after a clinic appointment, tap "Phlebotomy done" in the Lola app straight after it is taken, and keep the tracking number from your return label. If you use a postbox, take a photo of the parcel at the postbox showing the collection times. If you post at a Post Office, keep the receipt showing it was posted before the last dispatch. If your sample reaches the laboratory too old to test because this guidance was not followed, the free retest in section 9 does not apply.

Tell us immediately if a kit has not arrived a day before your booked appointment or blood draw.

7. Arranging your own phlebotomy

If you use the Arrange Your Own option, the person drawing your blood must be a qualified, experienced phlebotomist or nurse. An inexperienced draw can cause haemolysis, contamination, insufficient volume or improper tube handling, any of which can invalidate your results. We are not responsible for errors caused by inexperienced collection. For UK blood test kits the prepaid return label is included, and you must follow the drop-off guidance on the lab form.

If you post your own sample after a home visit. When you book a Lola home visit, the phlebotomist posts your sample for you on the same day. If you choose to post it yourself instead, you take on responsibility for getting it to the laboratory, in the same way as with Arrange Your Own or a clinic appointment. This means following the drop-off guidance in section 6 and on the lab form, including tapping "Phlebotomy done" in the Lola app, keeping your tracking number, and keeping a photo of the parcel at the postbox showing the collection times (or your Post Office receipt, if you post there). If the sample arrives too old or degraded because it was posted late or missed a collection, it is treated as invalidated by something within your control, and the replacement kit fee in section 8 applies (£40 to £170, depending on the test and location).

8. Appointments, areas and rescheduling fees

Home visits and clinic appointments run Monday to Thursday and Sunday evenings. They are not available on Fridays, Saturdays, Sunday daytime or public holidays.

They are also only available in selected areas. If we do not cover yours — this includes Northern Ireland and the Isle of Man — you can still order using Arrange Your Own: we dispatch the kit and you arrange a qualified local phlebotomist, nurse, clinic or pharmacy. Checkout tells you what is available at your postcode.

So you know before you buy, these are the fees that can apply. We confirm the amount with you before charging it, and none of them applies to a valid 14-day cancellation or where we decline on clinical grounds. The full table is in our Returns, Cancellation & Refund Policy.

  • Rescheduling within 24 hours of your appointment — £20
  • Revisit after an unsuccessful draw — up to £80, depending on the phlebotomist's location and travel
  • Retest where the lab returns the sample as "unlabelled" — from £50, depending on location
  • Replacement kit where a repurchase is needed because a sample was insufficient, contaminated or haemolysed, or arrived too old because the collection or drop-off guidance was not followed: £40 to £170, depending on the test and location, covering shipping, lab processing and additional travel
  • Kit cost deducted from a non-statutory refund after dispatch — £15 (UK), or £50 for TruDiagnostic and GutID kits shipped internationally (GutID orders placed before 7 October 2026)

We are not responsible for missed appointments caused by incorrect address details, you being unavailable, or needle anxiety and fainting — though we will always try to rebook you.

9. If a sample cannot be used

If a sample is lost or degraded in transit or handling, or the laboratory flags markers as too old to test, we arrange a free retest by the same route as your original order (for example a new kit and a new home visit, or a new kit for Arrange Your Own), as long as the collection and drop-off guidance in section 6 and on your lab form was followed. You do not pay twice. If you would rather not repeat it, tell us and we will refund you instead.

When our phlebotomist visits you at home and posts the sample, this is covered. When you post the sample yourself (with Arrange Your Own, after a clinic appointment, with a home collection kit or urinalysis, or after a home visit), the guidance counts as followed when:

  • it was posted in line with section 6, on the same day it was taken (or, for samples taken after 4pm, in a 7am or 9am collection the next morning), in a postbox or Post Office whose collection had not already passed;
  • it was not posted on a Saturday, Sunday or bank holiday, or on a Friday after the last collection;
  • "Phlebotomy done" was tapped in the Lola app straight after the sample was taken;
  • you kept the tracking number from your return label;
  • if posted in a postbox, you took a photo of the parcel at the postbox showing the collection times, and send it to us if we ask; and
  • if posted at a Post Office, you kept the receipt showing it went before the last dispatch, and send it to us if we ask.

If the guidance was not followed, for example the sample was posted the day after it was taken, after the last collection, or on a weekend or bank holiday, or we cannot confirm when it was posted because "Phlebotomy done" was not marked and no postbox photo or Post Office receipt can be provided, and the laboratory flags it as too old, the free retest does not apply. The replacement kit fee of £40 to £170 applies instead, depending on the test and location. We check this against the "Phlebotomy done" time in the app, the collection time on your sample, your postbox photo or Post Office receipt, and the postal tracking. This applies to orders placed from 3 October 2026.

For TruDiagnostic and GutID kits (GutID orders placed before 7 October 2026), which you send to the laboratory yourself, this applies only where the return was booked with the courier and customs details in our return instructions. If the return instructions were not followed, the replacement kit fee applies (see section 17). This also does not apply where you chose to post the sample yourself and it was not posted in line with our drop-off guidance (see section 7). Where the laboratory reports some markers and flags others as unreportable (for example as too old), the free retest covers only the markers the laboratory has flagged, not the full panel.

Where the sample was invalidated by something within your control, such as labelling errors, insufficient volume, contamination, pre-appointment instructions not followed, or collection and drop-off guidance not followed, a retest or repurchase applies at the fees above. Haemolysis, where red blood cells break down and release their contents into the sample, can be caused by an inexperienced draw, aggressive mixing, prolonged transit, improper storage or insufficient volume, and a haemolysed sample may produce inaccurate results and be rejected by the lab. We are not responsible for haemolysis caused by collection or handling outside our control.

None of this affects your statutory rights, including your right to a service carried out with reasonable care and skill.

10. Results and what a doctor's review is

Results are usually available 1 to 2 working days after the laboratory receives your sample; some add-ons take longer. Whether a doctor's review is included depends on the product and is stated on the product page. Where one is included, a GMC-registered doctor reviews your results before they are released, and any notes you provide about your history or concerns may be taken into account.

TruDiagnostic biological-age tests, and GutID microbiome tests from orders placed before 7 October 2026, do not include a Lola doctor's review — the result and report come from the laboratory's own analysis.

A review is a wellness overview based on your results. It is not a full clinical assessment or a consultation, and it does not replace seeing your GP. Reference ranges come from our UKAS-accredited partner laboratory and may differ from your GP's or hospital's; a borderline result does not necessarily mean a problem, and results in range do not guarantee good health.

11. If a result looks like it needs prompt attention

Where the reviewing doctor considers a result needs attention sooner rather than later, they will contact you directly and tell you so, rather than leaving it for you to notice in a written report. Depending on the finding they will tell you to contact your GP, call NHS 111, or go to A&E.

We do not contact your GP for you and we do not send your results to them. Whether to share anything with your GP or another clinician is your decision — you can download your results from the app at any time and take them to whoever you choose.

Our service is not for emergencies. If you think you are having a medical emergency, call 999 (or 112 in the EU) or go to A&E. For urgent but non-emergency advice, call NHS 111.

12. Cancelling, returning and refunds

You have a statutory 14-day right to cancel most orders, with two narrow exceptions for unsealed sample kits and services you asked us to start. Everything — the 14-day right, the clinical-decline refund, the fee table, and how supplements and international kits work — is in our Returns, Cancellation & Refund Policy. You can use our withdrawal form to cancel, though an email to support@lolahealth.com is equally valid. Refunds go to your original payment method, or in vouchers if that is what you paid with.

13. Subscriptions and memberships

You can cancel at any time using the links in your order confirmation emails, or by emailing support@lolahealth.com. Your cancellation takes effect when you make it — you do not need our confirmation for it to count. Cancel before a renewal date to avoid the next charge.

Each renewal delivery carries its own 14-day cancellation right from the day you receive it. If a renewal has already been charged, contact us; the refund policy explains what happens if the kit has already been dispatched.

14. Gift cards

Gift cards work only on lolahealth.com and expire 12 months from purchase. Purchases come off the balance and any remainder stays available; if an order costs more than the balance you can pay the difference another way. After purchase you get an email with a redeemable code. Gift cards are transferable by email and do not need an account to redeem. Refunds on gift-card purchases go back to the same gift card, with anything extra to your original payment method. Gift cards cannot be exchanged for cash and unused balances are not refundable.

15. Discount codes

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

16. Partner clinics and referral codes

We work with selected external clinics and health professionals. Where you connect a partner:

  • The code or connection identifies a specific clinic or practitioner.
  • A referral or discount code at checkout is for billing attribution only. It links your order to a partner commercially and is not consent to share your results. We share results only where you separately and explicitly agree, and you can withdraw that at any time.
  • The partner is an independent controller of what we share: responsible for how it uses, stores and protects the data, and for interpreting your results and any advice or follow-up. Results shared with a partner for review are not also reviewed by a Lola doctor.
  • Our clinical service ends once your result has been released to the partner for interpretation.
  • You can stop further sharing at any time — support@lolahealth.com, or dataprotection@lolahealth.com for data-protection and consent-withdrawal requests.

It is your responsibility to understand the referral arrangement before connecting a partner or applying a partner code. If you would rather a Lola doctor reviewed your results, do not connect a partner.

17. TruDiagnostic and GutID kits

This covers TruAge, TruHealth, TruAge + TruHealth, GutID CMA and GutID CGI. GutID CMA and GutID CGI were discontinued on 7 October 2026. The GutID terms in this section apply only to GutID orders placed before that date.

Return postage to the laboratory is not included on any of these kits. For TruAge, TruHealth and GutID alike, you arrange and pay for sending your sample to the US laboratory — typically from £20 depending on the country you send from. We provide step-by-step instructions and recommend a tracked service, so keep the tracking number and monitor delivery.

Booking your return. Our return instructions tell you which courier to book (currently UPS, or DHL where UPS is not available) and the exact customs details to enter. Please book with that courier and copy the customs details exactly. If the return instructions are not followed, for example a different courier is used or the customs details are changed, and your sample is held at customs, charged duty, returned, delayed or lost as a result, a replacement kit fee of £25 applies. Any duty, storage or return charges from the courier are yours to pay.

Once a kit has been opened or tampered with it cannot be returned or refunded, due to the sensitive nature of these tests. Kits that remain completely unopened and in resaleable condition can be returned; the refund policy sets out the £50 per-kit processing fee and the return-shipping arrangements, which you also arrange and pay for, notifying us with tracking details.

Registering your sample. After collecting, register your TruDiagnostic kit in the Lola app by tapping "I collected my sample" and entering the collection date. An unregistered kit will not be processed by the laboratory. If you cannot register in the app, contact us and we will do it for you. We are not responsible for delays or unprocessed samples caused by unregistered kits or untracked shipments.

18. International shipping and duties

For TruAge, TruHealth and TruAge + TruHealth, we cover all import taxes and customs duties on delivery, so the total paid at checkout is the final amount with no additional delivery charges expected. For all other products, including GutID kits from orders placed before 7 October 2026, import taxes, customs duties and any other fees applied by the destination country are your responsibility — we recommend checking with your local customs authority before ordering. Our Delivery page has the services and timings.

19. Your personal information

We handle personal information in line with our Privacy Policy, the UK GDPR and the Data Protection Act 2018. The Privacy Policy explains when we share your personal and health data — with the partner laboratory that analyses your sample, with the providers who support the service, with a partner where you have explicitly agreed, and, in the one situation where consent is not required, with a safeguarding authority where a child or adult at risk may be harmed. All data you send us, including your health data, travels over encrypted connections and is stored encrypted at rest.

20. Things you must not do

Do not use our site or content for any unlawful purpose, to breach any law or intellectual property right, to harass, abuse, defame or discriminate, to submit false or misleading information, to upload viruses or malicious code, to collect or track other people's personal information, to spam or phish, for obscene purposes, or to interfere with or bypass security features. Do not reproduce, sell or exploit any part of the service without our written permission. Breaching this may end your access.

21. Warranties and liability

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.

Subject to that, and to the maximum extent the law allows, we are not liable for indirect, incidental, punitive or consequential loss, including lost profits, loss of data or replacement costs, arising from your use of the service. 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 anything else that cannot lawfully be excluded — including your non-excludable consumer rights.

22. If you are unhappy

Tell us. Our Complaints Procedure sets out how: our online complaint form, email complaints@lolahealth.com, the in-app support function, or post. We acknowledge within 3 working days and give a written response within 28 calendar days. If writing is difficult for you, or you need any other adjustment to make complaining accessible, tell us and we will arrange it — and we never charge for one. For comments, suggestions and compliments, email feedback@lolahealth.com.

If something goes wrong in the care we provide and it harms you, we will tell you, apologise, explain what we know, and confirm it in writing — whether or not you have complained.

23. Indemnity, severability, termination and entire agreement

You agree to indemnify us against claims, including legal costs, arising from your breach of these terms or of any law or third-party right. If any part of these terms is unlawful or unenforceable, it is enforced as far as it can be, severed, and the rest stands. Obligations incurred before termination survive it; you may end these terms by telling us or by stopping use of the service, and we may end them without notice if you breach them, with any outstanding payments still due. These terms and the policies posted with them are the whole agreement between us about the service. Not enforcing a right does not waive it. Section headings are for convenience only.

24. Governing law

These terms are governed by the laws of England and Wales, and we both submit to the exclusive jurisdiction of its courts. If you are a consumer, you have statutory rights — including 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.

25. Changes and contact

The current version of these terms is always on this page. We may update them by posting a revision here; continued use afterwards means you accept it. Questions: support@lolahealth.com.

Lola Health Ltd is registered in England and Wales (Company No. 15961806), registered office 167-169 Great Portland Street, 5th Floor, London W1W 5PF.