Terms & Conditions
Overview
Lola is the trading name of Lola Health Ltd, a company registered in England and Wales under Company Number 15961806, with its registered office at 85 Great Portland Street, London, W1W 7LT. Lola Health Ltd is a subsidiary of Longevity Lab, Inc., a company registered in Delaware, United States.
Throughout the site, the terms "Lola Health", “we”, “us” and “our” refer to Lola.
Lola Health offers this website, including all information, tools and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any Services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and Services to you.
Section 1 - ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.
Section 2 - GENERAL CONDITIONS
We reserve the right to refuse Service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.
Section 3 - MODIFICATIONS TO THE SERVICE AND PRICES
Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.
Section 4 - PRODUCTS OR SERVICES
We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or Services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or Service made on this site is void where prohibited.
We do not warrant that the quality of any products, Services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.
In the event that a sample provided for testing is deemed invalid due to factors beyond our control, such as degradation caused by delayed delivery or improper transport, we reserve the right to decide the appropriate resolution at our sole discretion. This may include, but is not limited to, offering a full free retest or a voucher. Decisions on such cases will be made by us in consultation with our medical team, and we are not obligated to provide any reimbursement or compensation unless otherwise stated.
Section 5 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
For more details, please review our Refund Policy.
Section 6 - PERSONAL INFORMATION
Your submission of personal information through the store is governed by our Privacy Policy.
Section 7 - ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.
Section 8 - PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.
Section 9 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
You expressly agree that your use of, or inability to use, the Service is at your sole risk. The Service and all products and Services delivered to you through the Service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall Lola Health, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, Service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the Service or any products procured using the Service, or for any other claim related in any way to your use of the Service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the Service or any content (or product) posted, transmitted, or otherwise made available via the Service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.
Section 10 - INDEMNIFICATION
You agree to indemnify, defend and hold harmless Lola Health and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, Service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys' fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.
Section 11 - SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.
Section 12 - TERMINATION
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).
Section 13 - ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us and governs your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.
Section 14 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of United Kingdom.
Section 15 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
Section 16 - GIFT CARD TERMS AND CONDITIONS
- Lola Health gift cards are redeemable exclusively on lolahealth.co.
- Gift cards expire 12 months from the date of purchase.
- The purchase amount is deducted from the gift card balance, and any remaining value stays available for future use. If a purchase exceeds the gift card balance, the remaining amount can be paid with another payment method, including additional gift cards—there’s no limit to the number of gift cards that can be used per order.
- Upon purchase, you’ll receive an email with a gift card code that can be used until the balance is fully spent.
- Gift cards are transferable, meaning it can be shared via email with another recipient. No account is necessary to redeem a gift card on lolahealth.co—only the code is required.
- For purchases made with a gift card, refunds will be processed back to the original gift card, with any remaining balance refunded to the original payment method.
- Gift cards cannot be exchanged for cash, and no change or refunds are provided for unused gift card balances.
Section 17 - ACCURACY AND APPOINTMENT PREPARATION
1. Placing Orders on Behalf of Others
If you are placing an order on behalf of someone else, it is recommended that you purchase a gift card for the intended recipient. This allows the individual to create their profile, which is essential for accurate submission of information to the laboratory. Each account and profile must be tied to a unique email address. Orders placed on behalf of another person must use an email address not linked to an existing account unless it belongs to the individual for whom the order is being placed. No single email address may be associated with multiple profiles.
Failure to comply with these requirements may result in mismatched or incomplete information being sent to the laboratory. In such cases, the laboratory will not reprocess the samples, and Lola Health cannot be held responsible for retests or refunds. If an order is placed incorrectly or does not adhere to these terms, the client will need to place a new order and complete the process with accurate information at their own expense. By placing an order on behalf of someone else, you agree to these terms and accept responsibility for ensuring all information provided is accurate and complete.
2. Appointment Preparation and Compliance
To ensure a successful appointment and a seamless process, we provide detailed reminders outlining what to do and what to avoid both before and after your appointment. It is vital to follow these instructions closely, as they are designed to help ensure the blood sample can be successfully collected without complications.
If the instructions are not followed—such as staying hydrated, maintaining body warmth, avoiding alcohol intake, or adhering to fasting requirements (if applicable)—and the phlebotomist is unable to collect the sample, Lola Health cannot be held responsible for the unsuccessful blood draw.
We are happy to provide a replacement kit if the initial supplies were used.
However, please note that an additional fee of £40–£170 will apply. This fee covers the shipping of the replacement kit, the cost of processing a new blood sample (if the lab has already processed the previous sample), and any additional charges related to the location or travel required for the next phlebotomist appointment.
3. Unsuccessful Appointments
Lola Health cannot be held responsible for unsuccessful appointments resulting from incorrect address details provided, the client not being home or unavailable at the scheduled date and time, or circumstances such as phobias or fainting that prevent the phlebotomist from successfully collecting the sample.
While we are happy to rebook the appointment, as the phlebotomist has already made an effort to attend the scheduled visit, a revisit fee of up to £80 will apply. This fee varies based on the phlebotomist’s location and travel requirements.
Section 18 - CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at support@lolahealth.co