Användarvillkor

Last updated: 15 September 2025

Please read these Terms and Conditions carefully before using our website or placing an order. We recommend that you print a copy for future reference. By placing an order with us for products or services or by using our website, you confirm that you accept these Terms and Conditions and agree to comply with them. If you do not agree to these Terms and Conditions, you must not proceed with placing an order or using our website.

Who We Are and How to Contact Us

Phenome Longevity is owned and operated by Phenome Longevity Ltd. We are registered in England and Wales under company number 13926236 and have our registered office at The Shard, 32 London Bridge Street, London, SE1 9SG, United Kingdom. To contact us, please email info@phenomelongevity.com or call +44 7387 407700. If you are contacting us regarding an order, please include your order number for reference.

How We Will Contact You

If we need to contact you, we will do so using the contact details you provide. By providing your contact details, you consent to us contacting you regarding the services and products you have purchased or inquired about. If necessary, we may leave you a message. Test results will only be accessible by logging into your account via our app. We will send you a notification via email when your results are ready. If you purchase multiple tests on behalf of family members, they must create their own accounts and use a unique email address. For organizations purchasing tests for employees or staff members, each individual must register their personal details and nominate an email address for their results. Individuals may also consent for certain details to be shared with the employer. It is the customer’s responsibility to ensure their contact details remain up to date.

Other Terms That May Apply

These Terms and Conditions refer to additional policies that also apply to your use of our website and services, including our Privacy Policy and Cookie Policy.

Our Services

At present, our services include test kits for self-sample collection, such as blood and microbiome samples, with laboratory analysis and personalized health insights. Our app provides result tracking, health insights, and personalized recommendations based on test results. We are in the process of expanding our offerings and plan to introduce supplements in the future. Once a testing kit is delivered, it is the customer’s responsibility to follow the instructions provided for sample collection and return. Results are available through our app, and we will notify you via email when they are ready. Test results are for informational purposes only and do not constitute medical diagnoses. We work with accredited laboratories, but no laboratory test is 100% accurate. We do not accept liability for any incorrect, false-negative, or false-positive results.

How a Contract is Formed Between You and Us

Placing an order through our website or via email constitutes an offer to purchase our services. Payment must be received in full before we process your order. Once we receive payment, we will confirm our acceptance by sending an order confirmation email. The contract between us is formed once we send this confirmation. Test kits are valid for ninety days from the date of delivery. If a sample is not sent within this timeframe, the test will expire, and no refund will be issued.

Pricing, Payments, and Delivery

The prices of our products and services are as quoted on our website. Prices are subject to change, but changes will not affect orders already placed and confirmed. We provide prepaid return packaging for sample collection kits. If you choose an alternative return method, you will be responsible for the cost.

We accept payment via debit or credit card, including Visa, MasterCard, and American Express, as well as PayPal, Apple Pay, and other payment methods as indicated on our website. All transactions are securely processed using Stripe. We do not store your payment details.

After your payment has been processed and you have received either an order confirmation or a paid invoice, we will dispatch your test kit via tracked mail. You should receive it within 3 working days in most regions of the United Kingdom. A working day refers to any day other than a Saturday, Sunday, or public holiday in the UK. However, we cannot guarantee delivery within this timeframe as it depends on third-party courier services such as Royal Mail and DHL over which we have no direct control. We accept no liability for any losses, financial or otherwise, incurred due to delayed delivery of test kits.

Sample Return and Test Results

Samples must be returned using the prepaid packaging provided within the validity period of 90 days from delivery. Failure to return samples within this period will result in test expiration, and no refunds will be issued. If a sample is not viable for analysis due to issues such as insufficient quantity or contamination, we may provide one free replacement kit. Further replacements will incur a fee. In some cases, the laboratory may not be able to read or process a sample due to technical or scientific reasons outside of customer control. In such circumstances, Phenome Longevity will provide a replacement test kit at no additional cost. Test results will be available through our app, and we will send a notification via email when they are ready.

Cancellations and Refunds

You have 2 days from the date of order confirmation to cancel and receive a refund, provided that the test kit has not been opened. Refunds are processed within fourteen days after cancellation confirmation. If you cancel after opening a test kit, no refund will be issued. Consultation cancellations require forty-eight hours’ notice. If you fail to attend a scheduled consultation, no refund will be provided.

Limitation of Liability

We are not responsible for any injury, harm, or adverse reaction resulting from sample collection or product use. We are also not liable for the loss of test kits in transit due to third-party courier errors or for incorrect, false-positive, or false-negative test results. Our maximum liability is limited to the total amount paid for the service purchased.

Events Outside Our Control

We are not liable for any failure to perform obligations due to events beyond our reasonable control, including but not limited to natural disasters, strikes, labor disputes, supplier failures, technical failures, or cyberattacks. If such an event continues for more than thirty days, you may cancel the contract and receive a refund for unfulfilled services.

Intellectual Property

All content on our website, including text, images, software, and branding, is owned by or licensed to Phenome Longevity. You may not copy, reproduce, or distribute any material without written permission.

Governing Law and Jurisdiction

These Terms and Conditions are governed by English law. You agree that disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Information

For inquiries, please contact us by email at info@phenomelongevity.com. Our registered office is at The Shard, 32 London Bridge Street, London, SE1 9SG, United Kingdom.

By using our website and purchasing our services, you agree to these Terms and Conditions.