Terms of sale

1. Who we are

We are Phenome Longevity Ltd, a company registered in England and Wales under company number 13926236. Our registered office is The Shard, 32 London Bridge Street, London SE1 9SG, United Kingdom. Our VAT number is GB486980525. In these terms, "we", "us" and "our" mean Phenome Longevity Ltd, and "you" means the person buying from us.

You can contact us:

• by email at hello@phenomelongevity.com (our team answers within one working day);
• by phone on +44 7387 407700 [confirm phone number]; or
• by post at our registered office address above.

Our group companies, Phenome Longevity AB (Stockholm, Sweden), Phenome Omics Biyoteknoloji A.Ş. (Istanbul, Türkiye) and Silk Longevity (Sejong-si, South Korea), are separate businesses. If you place an order with Phenome Omics, that order is covered by its own terms, not these.

2. These terms

These terms apply when you buy products or services as a consumer from phenomelongevity.com or through the Phenome Longevity app. Please read them before you order. By placing an order, you agree to them.

These terms work together with our Shipping and Delivery Policy; Returns, Cancellations and Refunds Policy; Test Kit and Sample Policy; Device Warranty; Website and App Terms of Use; and Complaints Policy. Our Privacy Policy and Cookie Policy explain how we use your personal data.

These terms do not cover our clinic programmes (such as Phenome Scan and Core) or services at our physical clinic, which have their own terms. They also do not cover business, partner or affiliate arrangements, including Phenome for Business, which has its own agreement.

3. Who can buy from us

You must be aged 18 or over to buy from us and to use our test kits, devices and supplements.

The only exception is the Newborn Screening Test. This test can only be bought and activated by the baby's parent or legal guardian, who provides the baby's sample, holds the account and receives the results.

You can buy a test kit for another adult. Each person must register their own kit under their own account, using their own email address.

We sell mainly to customers in the United Kingdom. We also ship to the countries available at checkout. If you order from outside the UK, please check our Shipping and Delivery Policy, including the information on import duties and local rules. Some countries restrict devices with lithium batteries, supplements or the return of biological samples, and it is your responsibility to check the rules where you live.

4. Our products

We sell:

• Test kits: at-home, self-collected kits, namely the Comprehensive Genomic Test, Carrier Screening Test, Newborn Screening Test, Sports Performance Test, Gut Microbiome Test and Oral Microbiome Test. The price includes laboratory analysis, your report in the app and prepaid return packaging.
• Devices: the PhenomeTech Ring and the PhenomeTech Band, which are wearable wellness devices.
• Supplements: our Phenome+ range of food supplements.
• Consultations and genetic counselling: optional sessions, which may be paid, booked online.

Wellness and information only. Our tests, reports, devices and app insights are for wellness and general information. They are not diagnostic. They do not diagnose, treat, cure or prevent any disease, and they are not a substitute for advice from a doctor or other qualified healthcare professional. Please talk to your doctor about any health concern, and before making any significant change to your medication, diet or exercise based on your results.

Accuracy. Our tests are analysed by accredited laboratories (ISO 15189) and reports are reviewed by clinicians. However, no laboratory test is 100% accurate, and results can be affected by how and when a sample is collected. Device readings are estimates.

5. How the contract is formed

When you place an order, you are making an offer to buy. Our acceptance happens when we email you an order confirmation. The contract between you and us is formed at that point.

If we cannot accept your order, for example because a product is out of stock, we cannot deliver to your address, or there is an obvious error in the price or description, we will tell you and will not take payment. If payment has already been taken, we will refund it in full.

6. Prices, VAT and payment

Prices are in pounds sterling and include VAT. Delivery charges, if any, are shown separately at checkout before you pay. [Confirm delivery charges for test kits and supplements, and any free delivery threshold.]

We may change our prices from time to time, but changes will not affect orders we have already confirmed.

You can pay by debit or credit card (Visa, Mastercard, American Express), PayPal, Apple Pay or any other method shown at checkout. Payments are processed securely by Stripe. We do not store your full card details. Payment is taken in full at checkout.

[Any paid membership or subscription: confirm terms.] You do not need a subscription to see the results of a test you have bought.

7. Delivery

We usually process and dispatch orders within 1 working day of payment (excluding weekends and UK public holidays). We use tracked delivery with Royal Mail and DHL and email you a tracking number.

The goods are our responsibility until they are delivered to you or to someone you nominate. If an order is lost in transit, we will send a replacement or give you a refund.

Please give us a correct delivery address; if a parcel comes back because the address was wrong or it was not collected, we may charge for re-delivery. For full details, including international orders, see our Shipping and Delivery Policy.

8. Your right to cancel and returns

This is a summary. Full details are in our Returns, Cancellations and Refunds Policy.

• Before dispatch: you can cancel any order before it is dispatched for a full refund.
• Your legal right to cancel: under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have 14 days from delivery to cancel an online purchase of goods without giving a reason.
• Our 30-day rule: we go further. Anything unused and unopened can be returned within 30 days of delivery for a full refund.
• Devices: you can return a device within 30 days of delivery for any reason, in its original condition and packaging, using our free prepaid label. Ring size exchanges are free within 30 days, subject to stock.
• Supplements: unopened supplements with seals intact can be returned within 30 days of delivery. You pay return postage for a change-of-mind return. Opened supplements cannot be returned unless they are faulty or not as described.
• Consultations and genetic counselling: see section 13.

Exceptions for test kits. Test kits are sealed health and hygiene products, and they become personalised to you once activated. For that reason, a test kit that has been opened or activated cannot be returned for a change-of-mind refund. Once your sample reaches the laboratory, the analysis cannot be cancelled. Unopened, unactivated kits returned within 30 days of delivery are refunded in full, including standard delivery.

Refunds are made to your original payment method, with no fee. We aim to refund within 5 to 10 business days of receiving the goods back (and at the latest within 14 days of receiving them or proof of postage). These rules do not affect your rights if goods are faulty (see section 15).

9. Test kits

This is a summary. Full details are in our Test Kit and Sample Policy, which you should read before collecting your sample.

• Activate first: you must activate your kit in the Phenome Longevity app or at phenomeportal.org/activate before you collect your sample. Samples from kits that have not been activated cannot be matched to a person and may not be processed.
• Follow the instructions: please follow the instructions in the kit carefully. Post your sample as soon as possible after collection (for microbiome tests, within 12 hours), ideally on a Monday or Tuesday, using the prepaid return packaging.
• Expiry date: each kit can be used until the expiry date printed on its packaging (typically two years from purchase). Please do not use a kit after that date.
• Results: results are typically ready 2 to 4 weeks after the laboratory receives your sample. This is an estimate, not a guarantee. Results are available only in the Phenome Longevity app or your secure online account. We email you when they are ready, but we never send results by email.
• If a sample cannot be processed: if the laboratory cannot process your sample (for example because it is insufficient or contaminated, or for a technical reason), we send you one replacement kit free of charge. If the problem was caused by a fault in the kit, by courier loss or by us, we always send a new kit free of charge. If a second sample also cannot be processed, we will contact you to agree next steps, which may include a further kit or a refund.
• If a kit or sample is lost: if your kit is lost on the way to you, or your sample is lost on the way to the laboratory, and tracking confirms this, we send you a free replacement kit.
• Samples: samples are securely destroyed after analysis unless you have given separate consent for further testing or research.

10. Devices

The PhenomeTech Ring and PhenomeTech Band estimate heart rate, heart rate variability, blood oxygen (SpO2), blood pressure, sleep stages and movement. They are wellness devices, not medical devices. They must not be used to diagnose or manage any medical condition. For example, they are not blood pressure monitors for people with high blood pressure. All readings are estimates.

Ring sizing. When you order a Ring, you pay at checkout. We first send you a free sizing kit. Once you confirm your size, we send your Ring.

Warranty. Our devices come with a 2-year warranty from delivery against defects in materials and workmanship. This is in addition to your legal rights. See our Device Warranty for what is covered and how to claim.

11. Supplements

Our Phenome+ supplements are food supplements made in GMP facilities to UK and EU food supplement rules. They are not intended to diagnose, treat, cure or prevent any disease, and they are not a substitute for a varied, balanced diet and a healthy lifestyle.

• Use them only as directed and do not exceed the recommended amount.
• They are for adults only unless the label says otherwise. Check the label for allergens.
• Speak to your doctor or pharmacist before use if you are pregnant or breastfeeding, take any medication, have a medical condition or are due to have surgery.

12. Your responsibilities

Please give accurate information when you activate a kit or complete a questionnaire, follow all product instructions, and only send your own sample (or, for the Newborn Screening Test, your baby's sample). Seek medical help for any health concern. In an emergency, call 999.

13. Consultations and genetic counselling

You can book optional consultations and genetic counselling sessions online. Sessions usually last 30 minutes and may be paid. Genetic counselling helps you understand and interpret your results; it is education and interpretation, not medical treatment.

You can cancel or reschedule a session with at least 48 hours' notice for a full refund. Sessions cancelled with less than 48 hours' notice, or missed, are not refunded. If we cannot provide a session as booked, we will offer you a new time or a full refund.

14. Your account and the app

To activate test kits, see your results, use your devices and book sessions, you need an account in the Phenome Longevity app (available on iOS and Android). Your use of our website, the app and phenomeportal.org is governed by our Website and App Terms of Use. Please keep your login details safe and tell us at once if you think someone else has accessed your account.

15. Faulty goods and your legal rights

We are under a legal duty to supply products that are of satisfactory quality, fit for purpose and as described. Under the Consumer Rights Act 2015, in summary:

• Goods: if your goods are faulty, you can reject them for a full refund within 30 days of delivery. After that, you can ask us to repair or replace them. If that is not possible or does not work, you may be entitled to a price reduction or a refund. If a fault appears within 6 months of delivery, it is presumed to have been there at delivery unless we prove otherwise. You can bring a claim up to 6 years after delivery (5 years in Scotland).
• Digital content (such as your report and app features): if it is faulty, you are entitled to a repair or replacement, or in some cases a price reduction.
• Services (such as laboratory analysis and consultations): we must use reasonable care and skill. If we do not, you can ask us to put it right or, if that is not possible, you may be entitled to a price reduction.

If an item arrives damaged, is missing or is incorrect, please tell us as soon as possible at hello@phenomelongevity.com. Photos help. We will send replacement parts or a new item at no cost, and return postage for faulty, damaged or incorrect items is always free.

Nothing in these terms affects your legal rights. Citizens Advice can give you more information.

16. Our responsibility to you

Loss we are responsible for. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. Loss is foreseeable if it is obvious that it will happen, or if both of us knew it might happen when the contract was made.

What we do not limit. We do not exclude or limit our liability for:

• death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;
• fraud or fraudulent misrepresentation;
• breach of your legal rights in relation to the products and services, including the rights summarised in section 15; or
• defective products under the Consumer Protection Act 1987.

Lost kits and samples that cannot be processed. If a kit or sample is lost in transit, or a sample cannot be processed, we will put things right as set out in section 9 and our Test Kit and Sample Policy, by sending a replacement kit or, where appropriate, giving you a refund.

Results. Because no test is 100% accurate and our results are for wellness and information only, please do not rely on them alone for medical decisions; talk to your doctor. If you think there is a problem with your result, contact us and we will look into it.

Private use only. We supply our products and services for domestic and private use only. If you use them for any commercial or business purpose, we are not responsible to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

17. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, natural disasters, strikes, failures of public networks, laboratory closures, or cyber attacks. If such an event affects your order, we will tell you as soon as possible and take steps to reduce the delay. If there is a risk of a substantial delay, you can contact us to cancel and we will refund you for any products or services you have paid for but not received.

18. Your personal data

We handle your personal data, including sensitive health, genetic, microbiome and wearable data, in line with our Privacy Policy. We never sell your data, and we never share it with employers or insurers. We only use your data or samples for research if you give separate consent.

19. Complaints

If you are unhappy with anything, please contact us at hello@phenomelongevity.com. We acknowledge complaints within 1 working day and aim to resolve them within 14 days. Our Complaints Policy explains the process, including how to complain about how we use your personal data and what you can do if you are still not satisfied.

20. Changes to these terms

We may update these terms from time to time, for example to reflect changes in the law or in our products. The version that applies to your order is the one on our website when you placed it. If we need to make a more significant change to something you have already ordered, we will tell you and you may cancel for a refund.

21. Other important terms

• Transfer: we may transfer our rights and obligations under these terms to another organisation. We will tell you if this happens and make sure the transfer does not reduce your rights. You may only transfer your rights to someone else with our written agreement.
• Third parties: this contract is between you and us. No other person has any rights to enforce it.
• Separate terms: if a court decides that any part of these terms is unlawful, the rest stays in force.

22. Governing law and courts

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you can bring proceedings in either the Scottish or the English courts. If you live in Northern Ireland, you can bring proceedings in either the Northern Irish or the English courts.