Terms & Conditions
Last Update: 25 Mar. 2025
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 85 Great Portland Street, London, W1W 7LT. We operate as a subsidiary of Longevity Lab, Inc., a company registered in Delaware, United States.
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.
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.
Section 6 - Personal Information
Any personal information you provide through the store is subject to our Privacy Policy.
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.
-
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.
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.co.
-
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’ll 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.
Section 16 - Accuracy and Appointment Preparation
Placing Orders on Behalf of Others
-
If ordering for someone else, it’s 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.
Appointment Preparation and Compliance
-
Attend appointments on time; clinics operate Monday–Friday during business hours as rescheduling may incur fees (Applies to clinic appointments only)
-
Arrange professional phlebotomy. (Applies to Self-Arrange/Arrange Your Own Phlebotomy)
-
Follow all appointment instructions, including hydration, maintaining body warmth, avoiding alcohol, and fasting (if required).
-
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 DOB (minor corrections allowed).
-
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 immediately if a kit has not been received a day before your booked appointment or blood draw.
-
Ensure sufficient samples are collected.
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 (which can make veins harder to access), cold temperature (causing veins to constrict), low blood pressure or poor circulation (slowing blood flow), or fainting and anxiety (which may trigger vasovagal reactions), 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 client wishes to retest.
-
A replacement kit can be provided, but a fee of £40–£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.
Drop-off Guidelines (Applies to Clinic and Self-arrange/Arrange Your Own Phlebotomist)
-
Before 9 AM: Use a postbox/post office with the latest collection time at 9 AM.
-
After 9 AM: Use a postbox/post office with 4 PM, 5 PM, or 7 PM same day collection.
-
Late samples: If missing 4 PM collection, use a 7 PM postbox or a 7 AM/9 AM postbox the next morning.
-
Always verify same-day collection date and times.
Results & Processing
-
Same-day postage; results typically available within 2–4 working days from the time the lab receives the samples.
- Each test includes a doctor’s review based on your results, and any notes you provide about your medical history or concerns will be taken into account. However, please note this review offers a general overview of your health and is not a substitute for medical advice. Lola does not provide follow-up consultations, issue medication, or respond to follow-up questions or concerns about your results.
Section 17 - Memberships and Subscriptions
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 and obtain confirmation that the subscription has been successfully canceled.
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.
Section 18 - 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 19 - CONTACT INFORMATION
If you have any questions about these Terms of Service, please contact us at support@lolahealth.co
Terms & Conditions
Last Update: 25 Mar. 2025
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 85 Great Portland Street, London, W1W 7LT. We operate as a subsidiary of Longevity Lab, Inc., a company registered in Delaware, United States.
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.
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.
Section 6 - Personal Information
Any personal information you provide through the store is subject to our Privacy Policy.
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.
-
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.
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.co.
-
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’ll 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.
Section 16 - Accuracy and Appointment Preparation
Placing Orders on Behalf of Others
-
If ordering for someone else, it’s 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.
Appointment Preparation and Compliance
-
Attend appointments on time; clinics operate Monday–Friday during business hours as rescheduling may incur fees (Applies to clinic appointments only)
-
Arrange professional phlebotomy. (Applies to Self-Arrange/Arrange Your Own Phlebotomy)
-
Follow all appointment instructions, including hydration, maintaining body warmth, avoiding alcohol, and fasting (if required).
-
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 DOB (minor corrections allowed).
-
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 immediately if a kit has not been received a day before your booked appointment or blood draw.
-
Ensure sufficient samples are collected.
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 (which can make veins harder to access), cold temperature (causing veins to constrict), low blood pressure or poor circulation (slowing blood flow), or fainting and anxiety (which may trigger vasovagal reactions), 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 client wishes to retest.
-
A replacement kit can be provided, but a fee of £40–£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.
Drop-off Guidelines (Applies to Clinic and Self-arrange/Arrange Your Own Phlebotomist)
-
Before 9 AM: Use a postbox/post office with the latest collection time at 9 AM.
-
After 9 AM: Use a postbox/post office with 4 PM, 5 PM, or 7 PM same day collection.
-
Late samples: If missing 4 PM collection, use a 7 PM postbox or a 7 AM/9 AM postbox the next morning.
-
Always verify same-day collection date and times.
Results & Processing
-
Same-day postage; results typically available within 2–4 working days from the time the lab receives the samples.
- Each test includes a doctor’s review based on your results, and any notes you provide about your medical history or concerns will be taken into account. However, please note this review offers a general overview of your health and is not a substitute for medical advice. Lola does not provide follow-up consultations, issue medication, or respond to follow-up questions or concerns about your results.
Section 17 - Memberships and Subscriptions
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 and obtain confirmation that the subscription has been successfully canceled.
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.
Section 18 - 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 19 - CONTACT INFORMATION
If you have any questions about these Terms of Service, please contact us at support@lolahealth.co