TrueVitals Terms of Use

TrueVitals Group Ltd · Company number 16449605 · Last updated 20 September 2026

1. Introduction

These Terms of Use (the "Terms") govern your access to and use of the TrueVitals website, platform and services. TrueVitals is a UK health and wellness company providing personalised blood panel insights. By accessing or using our website or services (together, the "Service"), you confirm that you accept these Terms and agree to comply with them. If you do not agree, you must not use TrueVitals.

We may update these Terms from time to time. Changes will be posted here with an updated revision date. Your continued use of the Service after changes are posted constitutes acceptance of the revised Terms. If you do not agree with an amendment, you should stop using the Service.

Please also read our Privacy Policy, which explains how we collect, use and protect your personal data, and which is incorporated into these Terms by reference. Together these form a legally binding agreement between you ("User" or "you") and TrueVitals Group Ltd ("TrueVitals", "we", "us" or "our"). We recommend you save a copy for your records.

2. Definitions

3. Eligibility

The Service is intended only for users aged 18 or over. By using TrueVitals you represent that you are at least 18 years old. We do not knowingly collect personal information from anyone under 18, and individuals under 18 must not register an account or use the Service.

4. Description of Services

TrueVitals provides personalised health insights based on blood testing. We analyse biomarkers from your blood and urine samples, processed by accredited UK laboratories, and generate a personalised report to help you understand your results. TrueVitals is not a medical diagnostic service or a healthcare provider. We do not diagnose medical conditions and we do not provide treatment or prescriptions.

Information provided by TrueVitals is for informational and educational purposes only. Our reports are based on your biomarker data, the lifestyle information you provide, and general scientific knowledge. They are not intended to diagnose, treat, cure or prevent any disease or medical condition. Every report is reviewed by a medical professional before release, but this review does not constitute a clinical consultation or create a doctor-patient relationship.

Collection and turnaround

Blood collection is by professional venous draw. For Advanced and Ultimate Panels you may choose a clinic appointment or an at-home visit by a phlebotomist. Signature Panel appointments take place at Randox Health clinic locations only; at-home collection is not available for the Signature Panel.

Turnaround. Advanced and Ultimate Panel reports are delivered within 4 working days of your blood draw. Signature Panel reports are delivered within 12 working days of your appointment, reflecting the greater depth of laboratory analysis involved. These are the periods we work to. Where a laboratory delay occurs beyond our control we will keep you informed.

Appointments are confirmed separately from purchase. Purchasing a Panel does not book an appointment. Any clinic, dates or times you indicate during checkout are preferences only. For Advanced and Ultimate Panels, your order confirmation contains a telephone number for our booking team, and your appointment is confirmed when you call them. For the Signature Panel, Randox Health will email you a booking link after purchase and you book directly against their live availability. Please do not attend a clinic until your appointment is confirmed. Your entitlement to a Panel does not expire: you may book your appointment at any time after purchase.

Use of your health data

5. Medical Disclaimer

• Not a substitute for medical advice. Our reports do not constitute medical advice or a professional medical opinion, and must never be used as a substitute for advice, diagnosis or treatment from a qualified healthcare provider.
• No doctor-patient relationship. Using TrueVitals does not create a doctor-patient relationship. Our medical review confirms that a report is clinically sound before release; it is not a consultation about your individual care.
• Informational use at your own risk. You are responsible for how you interpret and act on the information provided. Never delay or disregard seeking medical advice because of something in your report. If any result is unclear or concerning, consult your GP.
• Consult your doctor before making changes. Speak to your GP or another qualified healthcare professional before making significant changes to your diet, exercise, medication or lifestyle based on our insights, particularly if you have an existing condition or take medication.
• Not for emergencies. Do not use TrueVitals in a medical emergency. If you experience severe symptoms, call 999 or seek immediate medical attention.
• Screening limitations. No blood panel, however comprehensive, detects every condition. A normal result does not exclude illness, and tumour markers in particular are not diagnostic in isolation and are not a substitute for national screening programmes. Continue to attend NHS screening invitations.
• Reference ranges. Where we discuss Ideal Ranges, these may be narrower than standard laboratory reference ranges. Ideal Ranges reflect views current in preventive and longevity medicine and are not clinical diagnostic thresholds.

In summary, TrueVitals complements your pursuit of health but cannot replace proper medical care. Always consult a doctor about medical concerns or before acting on health information.

6. User Obligations and Acceptable Use

• Provide accurate information. You agree to provide true, accurate and complete information, including on any health questionnaire and on sample labelling. Inaccurate information may produce unreliable insights, and we are not responsible for consequences arising from information you have given us incorrectly.
• Follow preparation instructions. Certain biomarkers require fasting or other preparation. Where we provide preparation instructions, failure to follow them may affect the accuracy of your results, and does not entitle you to a refund or free retest.
• Personal use only. The Service and its content are for your personal, non-commercial use. You may not resell or commercially exploit the Service, your report, or our content.
• Order for yourself. You may only order a Panel for yourself. You may purchase a Panel as a gift, but the person tested must create their own account, complete their own health questionnaire and consent to testing personally.
• Account responsibility. Keep your login credentials confidential. You are responsible for activity under your account. Notify us immediately of any suspected unauthorised use.
• Lawful use. Use the Service only for lawful purposes and in accordance with these Terms.
• No harmful interference. Do not introduce viruses or malicious code, attack our systems, or attempt unauthorised access.
• Respect intellectual property. Do not copy, reproduce, modify or distribute any part of the Service or its content without our written permission, except as permitted in Section 9.

Breach of these obligations may result in suspension or termination of your account and, where warranted, legal action.

7. Fees and Payments

TrueVitals sells individual blood test Panels as one-off purchases. There is no subscription, no membership and no recurring charge. You pay once for the Panel you choose, and nothing renews.

• Pricing. The price of each Panel is displayed on our website at the time of order. The amount shown at checkout is the total amount payable. No VAT is added at checkout.
• Collection fees. Advanced and Ultimate Panels are priced separately from blood collection. Clinic phlebotomy is charged at £19 and at-home phlebotomy at £39. The Signature Panel includes clinic phlebotomy in the Panel Price. The full total is shown before you complete your order.
• Payment. Payment is taken in full at the time of purchase through our payment processor, unless you select a deferred or instalment option. You confirm you are authorised to use the payment method provided and that your billing information is accurate.

Buy now, pay later and instalment options

We offer third-party payment options including Klarna, Clearpay and Payl8r. Where you select one of these:

• Your agreement for the credit or deferred payment is with that provider, not with TrueVitals. Their terms, eligibility criteria, affordability assessment and consequences of missed payments apply, and you should read them before proceeding.
• TrueVitals receives payment from the provider and your order proceeds normally. Your rights against us in respect of the Panel itself are unaffected by your arrangement with the provider.
• Missed or late payments to the provider may result in charges levied by them and may affect your credit file. TrueVitals does not levy any additional charge for using these options.
• If your application is declined, your order will not complete and you may pay by card instead.
• Where you are entitled to a refund from us, we will refund the provider, who will adjust or cancel your payment arrangement in accordance with their terms.

Health Plans

Where offered, a TrueVitals Health Plan spreads the cost of one or more Panels over a fixed number of instalments through our finance partner. Health Plans are fixed-term instalment arrangements, not subscriptions. They do not renew, they do not automatically continue, and no further payment is taken once the agreed instalments are complete.

• The number of Panels included, the instalment amount, the number of instalments and the period within which Panels must be redeemed are set out before you enter the plan.
• Panels not redeemed within the stated period are not refundable. We will remind you before the redemption period expires.
• Where a Health Plan is provided through a third-party finance partner, the credit agreement is with that provider and their terms apply.

• Failed payments. If a payment fails or is reversed after your order is placed, we may pause processing until it is resolved. Where a sample has already been collected and analysed, we reserve the right to recover the amount owed.
• Price changes. We may change our prices at any time. Changes apply only to orders placed after the change takes effect. The price you paid at checkout is the price of your order.

8. Cancellation, Refunds and Guarantees

Cancellation before an appointment is booked

Cancellation after an appointment is booked

Once an appointment has been booked, you may still cancel and receive a full refund at any time before the appointment takes place, by emailing support@truevitals.co.uk so that the appointment can be released. You may also reschedule free of charge as described below. If you do not attend a booked appointment without giving us notice, we may charge a missed appointment fee equal to the phlebotomy or clinic fee for that appointment, and will tell you before doing so.

Once your sample has been collected

Attending your appointment is a request that we begin performing the service. Once your sample has been collected and sent to the laboratory, the service has substantially begun and your right to cancel that order ends. The guarantees set out below continue to apply after that point.

Your statutory 14-day right to cancel

Separately from the rights above, as a consumer purchasing at a distance you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within 14 days without giving a reason. The period starts the day after your order is placed. Where you attend your appointment within that period you are asking us to begin the service during the cancellation window, and the right to cancel ends once your sample has been collected, as set out above. Nothing in these Terms reduces your statutory rights.

Health Plans

The cancellation rights above apply to single-Panel orders. Cancellation of a Health Plan is governed by the Health Plan terms in Section 7 and by your agreement with the finance provider.

No findings, no fee guarantee

Where a Panel page states that the no findings, no fee guarantee applies to that Panel, the following terms govern it:

• The guarantee. If your completed Report, as issued to you after medical review, flags no Biomarker outside its Ideal Range, and for the Signature Panel no physical measurement outside its Ideal Range, we will refund the Panel Price in full.
• What is refunded. The Panel Price only. Any clinic or at-home phlebotomy fee charged separately at checkout is not refunded, because that service has been performed. For the Signature Panel, where phlebotomy is included in the Panel Price, the full Panel Price is refunded.
• Assessment. The guarantee is assessed solely on the Report as issued. Biomarkers that could not be reported for laboratory reasons are excluded from the assessment. Where more than 5% of your Panel cannot be reported, the biomarker availability remedies below apply in place of this guarantee. Where a redraw is carried out under the sample failure provisions below, the guarantee is assessed on the redraw Report.
• Claiming. Email support@truevitals.co.uk within 30 days of the Report being issued. We will verify the Report and refund the Panel Price within 14 days of confirming the claim. You retain access to your Report and dashboard.
• Scope. The guarantee applies once per Panel purchased. It does not apply to any Panel whose page does not state that the guarantee is offered, or where results have been affected by a failure to follow preparation instructions.

Rescheduling and missed appointments

You may reschedule your appointment at any time before it takes place, at no charge, by contacting our booking team or, for the Signature Panel, through your Randox Health booking link. If you do not attend a booked appointment without notice, we may charge a missed appointment fee equal to the phlebotomy or clinic fee for that appointment, and will tell you before doing so. Your Panel remains yours and can be rebooked.

Biomarker availability

Blood testing is a laboratory process and, occasionally, an individual biomarker cannot be reported. The most common reasons are sample handling factors such as haemolysis, clotting, insufficient sample volume, or an analyser issue at the laboratory. This is a normal feature of blood testing across the industry and is not specific to TrueVitals.

• Where a small number of biomarkers cannot be reported, your report will state clearly which markers were unavailable. Because the substantial majority of your Panel has been delivered as ordered, no refund arises in these circumstances.
• Where more than 5% of the biomarkers in your Panel cannot be reported, you may choose either:
  • a proportionate partial refund, calculated as the proportion of unreported biomarkers against the total in your Panel, applied to the Panel Price; or
  • a free redraw at our cost, retesting the missing markers, including the phlebotomy fee for that appointment.
  Contact support@truevitals.co.uk within 30 days of receiving your report to tell us which you would prefer. We will confirm your choice before proceeding.
• Where a sample is lost, damaged in transit, or rejected in full by the laboratory, we will arrange a complete redraw at no cost to you, including phlebotomy. If you would prefer not to be redrawn, we will refund your order in full.
• Panel composition may change. The biomarkers included in our Panels depend on the tests our laboratory partners are able to offer at any given time. We may add, substitute or withdraw individual biomarkers, and will update our published Panel lists accordingly. The Panel you are entitled to receive is the Panel published at the time of your order.

Faulty or incorrect service

Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015, including the right to have services performed with reasonable care and skill within a reasonable time. If something has gone wrong with your order, contact us and we will put it right.

Our cancellation rights

If we are unable to fulfil your order, for example because no appointment can be arranged in your area or a Panel is withdrawn, we will tell you and refund you in full.

9. Intellectual Property Rights

TrueVitals owns all right, title and interest in the Service and its content, except for content you provide. The Service and its features, including text, graphics, images, data, software and design, are the proprietary property of TrueVitals or its licensors and are protected by copyright, trademark and other intellectual property laws. All trademarks and logos on the Service are the property of their respective owners.

Licence to use the Service

Subject to your compliance with these Terms, TrueVitals grants you a personal, non-exclusive, non-transferable, revocable and limited licence to access and use the Service and its content for your own personal, non-commercial use. This allows you to:

• view content on our website;
• download or print your own reports for your records or to share with your GP or other healthcare professionals;
• temporarily store copies incidental to personal viewing.

You may not otherwise copy, reproduce, distribute, publicly display, create derivative works from, republish or transmit any material from the Service without our prior written permission, and you must not remove any copyright or proprietary notices. If you breach this licence your right to use the Service ends immediately.

Your content and feedback

We do not claim ownership of data or content you provide, including your blood test results and personal information. You grant us a licence to use that data as necessary to provide the Service and as described in our Privacy Policy. Any feedback or suggestions you give us are provided voluntarily and we may use them to improve the Service.

10. Privacy and Data Protection

TrueVitals collects, uses, stores and processes personal data in accordance with the UK General Data Protection Regulation, the Data Protection Act 2018 and our Privacy Policy. Health data is special category data under Article 9 of the UK GDPR and we process it on the basis of your explicit consent.

Please read our Privacy Policy, which explains what we collect, why, how we use it and the choices available to you. By using the Service you acknowledge that you have read it.

• We never sell personal data. Information that identifies you is never sold, rented or traded. Anonymised research datasets, prepared to the standard described in Section 4, are not personal data and are treated separately.
• Confidentiality. We treat your results and health insights as confidential and apply appropriate technical and organisational security measures.
• Processors. We share data with parties who help deliver the Service, including accredited laboratories, phlebotomy providers, hosting providers and payment processors, under contracts requiring them to protect it and use it only for our purposes.
• Your rights. You have rights of access, rectification, erasure, restriction, objection and portability. Our Privacy Policy explains how to exercise them. You also have the right to complain to the Information Commissioner's Office.
• Retention. We retain health records for the period set out in our Privacy Policy, reflecting the clinical and regulatory expectations that apply to health testing records.

11. Disclaimers of Warranties

The Service is provided on an "as is" and "as available" basis. To the fullest extent permitted by law, TrueVitals disclaims all warranties, conditions and other terms, express or implied, in relation to the Service and its content, including implied warranties of satisfactory quality, fitness for a particular purpose and non-infringement.

Nothing in this section affects your statutory rights as a consumer, and where any exclusion is not permitted by law it does not apply to you.

12. Limitation of Liability

Please read this section carefully. Nothing in these Terms excludes or limits our liability where it would be unlawful to do so. In particular, we do not exclude or limit liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; breach of your statutory rights under the Consumer Rights Act 2015; or any other liability which cannot lawfully be excluded.

• Reliance without medical advice. Where our report recommends that you seek medical advice and you do not do so, we are not liable for consequences that would have been avoided had you obtained that advice.
• Indirect losses. We are not liable for indirect, incidental, special or consequential loss, including loss of opportunity, income, business, anticipated savings, data or goodwill. We provide the Service for personal use, and we have no liability for business losses.
• Foreseeability. We are responsible only for loss that is a reasonably foreseeable result of our breach or negligence, and not for loss attributable to your own acts or omissions, including failure to follow preparation instructions or medical advice.
• Third parties and events outside our control. We are not liable for loss caused by third-party services or events beyond our reasonable control, including laboratory error, courier failure, clinic closure or interruption to third-party infrastructure. Where a laboratory error affects your results we will arrange a redraw or refund as set out in Section 8.
• Liability cap. Except for liabilities we cannot limit by law, our maximum total liability to you for all claims arising out of or in connection with the Service or these Terms is limited to the greater of £100 or the total amount you have paid to us in the 12 months before the event giving rise to the claim.

This section does not affect your statutory rights. Services must be provided with reasonable care and skill, and we do not exclude liability for failing to do so where that liability cannot lawfully be excluded.

13. Termination

• Your right to end. You may stop using TrueVitals at any time. To delete your account, contact us or use your account settings. Because there is no subscription, closing your account does not require you to cancel any recurring payment.
• Our right to suspend or terminate. We may suspend or terminate your access immediately if you breach these Terms, if we suspect fraudulent, abusive or unlawful activity, or where required by law. In less urgent cases we will notify you and give you an opportunity to put things right.
• Effect of termination. On termination your right to access the Service ceases and we may disable your account, subject to our data retention obligations. If we terminate your account because you have breached these Terms, you are not entitled to a refund. If we terminate for our own convenience, or discontinue the Service, we will refund any order you have paid for but not received.
• Survival. Sections 2, 5, 9, 10, 11, 12, 14 and 15, and any other provision which by its nature should survive, remain in effect after termination.

14. Governing Law and Dispute Resolution

These Terms, and any dispute or claim arising out of or in connection with them, including non-contractual disputes, are governed by the laws of England and Wales. If you are a consumer resident in Scotland or Northern Ireland you retain the protection of the mandatory provisions of the law of your country of residence.

If you have a complaint, please contact us first at support@truevitals.co.uk. Most matters can be resolved directly and quickly. If we cannot resolve a dispute informally, the courts of England and Wales have non-exclusive jurisdiction, meaning that if you live elsewhere in the UK you may bring proceedings in your home courts instead.

If you are dissatisfied with how we have handled your personal data, you may complain to the Information Commissioner's Office at ico.org.uk.

15. Miscellaneous

Entire agreement. These Terms, together with our Privacy Policy and any documents referred to in them, constitute the entire agreement between you and TrueVitals in relation to the Service and supersede all prior understandings.

Severability. If any provision is found to be invalid or unenforceable, it will be severed or limited to the minimum extent necessary and the remaining provisions will continue in full force.

No waiver. A failure to enforce any right or provision is not a waiver of it. Any waiver must be given in writing by us to be effective.

Assignment. We may transfer our rights and obligations under these Terms to another organisation, for example on a merger or reorganisation, and will notify you if we do. Your rights are not affected. You may not transfer your rights or obligations without our written consent.

Notices. We may give notice through the Service, by email to the address on your account, or by post. Please keep your contact details up to date. Formal notices to us should be sent by email to support@truevitals.co.uk or in writing to TrueVitals Group Ltd, Ground Floor, Rear Barn, The Brookdale Centre, Knutsford, Cheshire, WA16 0SR.

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By using the TrueVitals Service you acknowledge that you have read, understood and agreed to these Terms of Use.