TERMS OF SERVICE
About These Terms andConditions for The Supply of Services
Rio is the trading name of Neutrally Holdings Ltd. These Terms of Service are between you and Neutrally Holdings Ltd ('we', 'us' or 'our'). We are a company registered in England and Wales, number 13416338. We are not registered for VAT.
These terms of service (together with the documents, information and policies referred to in these terms of service) ('Terms of Service' or ‘Terms’) set out the legal terms that apply to your use of our Services. Our Services include the supply of our 'Neutrally' mobile software application and any updates or supplements to it ('App'), our 'Neutrally' websites, any products, devices or services connected with the App, our websites, laboratory testing services of samples (including blood, saliva, swab and other biological samples) and, where applicable, the taking of samples, whether operated by us or on our behalf ('Services').
By accessing any Service, you agree to be bound by these Terms of Service so please read them carefully.
These Terms along with our Privacy Policy apply to any order you make for our Services. If there is any conflict between these Terms and any terms or conditions found elsewhere on our website, or in any written or verbal communication between you and us, these Terms shall prevail.
You represent that you are at least 18 years old, reside in a location where our Services can be lawfully used, and, if you are accepting these Terms of Service on behalf of someone else, you represent that you have the authority to do so. If you download or stream the App onto any phone or other device, you will be responsible for complying with these Terms of Service, whether or not you own the phone or other device. Our liability is limited as set out in the ‘Limitation of liability’ section below.
If you have sent a blood, genetic, or biological sample on behalf of someone else, then you must have permission to agree to these Terms of Service on behalf of the other person. You guarantee that the sample provided belongs to that person and you have legal authority to act on that person’s behalf to request the services.
Disclaimer
The Services are designed tooptimise and improve lifestyle factors. We are not a healthcare provider, norshould our Services be considered medical advice.
You agree not to use any third-party equipment that is not supplied or recommended by us. The use of other devices many interfere with the App and the data generated.
Device data, whether glucose monitoring or other device data, and test results are for information purposes only. We provide your results, blood test reference ranges and genetic risk scores only and do not provide any comments or advice on how to interpret your blood or genetic results or any other device data displayed within the App, via email or generated elsewhere.
Blood test reference ranges are based on our understanding of what are considered normal ranges in the general population as at the time of giving the test results. These may not be relevant to you and may change from time to time. We shall not be responsible for notifying you of any changes.
Device data and test results do have limitations, and the result and/or associated report is provided in the context of the test ordered and the biomarker(s) analysed. Test results, device data, and/or genetic information alone are unlikely to be enough to understand your overall health or a specific condition you may be wondering about. They are not a clinical diagnosis and are never a substitute for seeing a doctor –particularly if you have any symptoms. They must never be relied on to provide a diagnosis or start treatment without the advice of a doctor or healthcare professional. If you have any concerns at all regarding any aspect of your health or your test results you should discuss them directly with your general practitioner (GP) or a doctor.
The results of genetic testing have limitations, and their interpretation is the subject of ongoing research. There are many subtleties to the interpretation of genetic information (or genetic data) and this test is not designed to diagnose, prevent or treat any illness or condition without considering the wider context of your clinical and medical history.
Based on the results of your test(s) we may advise that you purchase a follow-up test or that you see your GP or a doctor for further investigation or both, but we shall not be obliged to do so, and we shall bear no liability if we do not. If we do so, this shall be the extent of our further advice to you. We do not provide any clinical diagnostic advice. You agree that you are solely responsible for acting on such guidance and that we shall not be liable if you choose not to do so. Accordingly:
· we make no representations, warranties, or guarantees as to the diagnostic capabilities and/or efficacy of any Service;
· you should not use the Services if you have anunderlying medical condition without first seeking medical advice;
· the Service is not a medical device, nor constitutes medical treatment;
· we cannot guarantee and do not promise any specific results from using the Services; and
· any use of the Services is at your sole risk and discretion.
IF YOU BELIEVE THAT YOU MAY HAVE A MEDICAL EMERGENCY, CALL YOUR DOCTOR, 999 OR NHS 111 IMMEDIATELY. NO ACTION OR INACTION SHOULD BE TAKEN BASED SOLELY ON THE CONTENTS OF THE APP OR SERVICES, NOR SHOULD YOU EVER DELAY SEEKING MEDICAL ADVICE OR TREATMENT DUE TO THE INFORMATION CONTAINED ON THE APP OR PROVIDED THROUGH OUR SERVICES.
You understand and agree that the Services are provided 'as is'. Accordingly:
· whilst we try to make sure that Services are accurate, up-to-date and free from bugs or viruses, we cannot promise that they will be;
· we do not promise that the Services will be uninterrupted; and
· we, our affiliates and suppliers expressly disclaim all warranties of any kind, express or implied, unless otherwise specified.
How The Contract is Formed
Where you are ordering our Services, our website will guide you through the steps you need to take to place an order with us. As part of the order process, you will need to accept these Terms of Service. The order of our Services may include downloading the App.
Our order process allows you tocheck and amend any errors before submitting your order to us. Please take thetime to read and check your order at each stage of the order process. It isyour responsibility to ensure that all information you submit to us is completeand accurate, including your email address. No refunds will be given, and weshall not be liable, if we are unable to properly supply our Services to youbecause you have provided incomplete or incorrect information. Please see ‘Cancellations and Refunds of Orders’ section below.
Payment must be received in full prior to us processing your online order. Once payment is received, we will confirm our acceptance of your order to you by sending you a confirmation email. The contract (“Contract”) between us, including these Terms, will only be formed on the date we send you this acceptance confirmation. As we are a medical service provider, we are not VAT registered and therefore do not charge VAT on the tests you purchase from us.
We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order. If we are unable to accept your order, we will inform you of this and may not charge you for the Services.
Please refer to the ‘Your personal information and privacy’ section below and our Privacy Policy in connection with the information we request about you as part of the ordering process and how we use such information.
Please note that where couriers or postal services are utilised (either for sending a test kit to you or for returning a sample to us) we are entirely dependent on our postal services provider (Royal Mail) or courier service in meeting their stated delivery timeframes.
Our website sets out details of the laboratory tests that we perform and the Services that we provide, including any laboratory turnaround times. Turnaround times are an estimate of the time it will take for your sample, once received by our laboratory, to be tested and the test results made available to you. Please refer to the ‘Blood and Genetic Testing Services’ section below for further details.
Access to the Services
After you order on our website, we shall:
· provide you access to the App and onboarding Services;
· allow you to use the Services for your personal purposes only; and
· allow you to use any update of the App that we may provide.
As part of the ordering process, we may send you a test kit which may include one or more of the following components: physical glucose monitors, a blood test, a genetic test, a Rio Ring and other monitors or devices.
As the technology we use to provide the Services is still in a development phase, we will grant you access to the Services at the rates that will be notified to you from time to time and that will be applicable subject to your acceptance.
We are giving you personally the right to use the Services. You may not transfer the Services to someone else, whether for money, for anything else or for free. If you sell any device on which the App is installed, you must remove the App from it.
Information provided by you
You may be required to provide certain information (including age, gender, waist measurements, weight, height, allergy information, dietary requirements and any other health information you wish to share) to register for and/or use the Services. Such information shall be completed to the best of your knowledge and belief.
You may also be asked to choose a username and password. You are entirely responsible for maintaining the security of your username and password. You agree not to disclose your username and password to any third party.
The ways in which you can use the Services may also be controlled by the respective Apple App Store or Google Play Store rules and policies. The app stores' rules and policies will take precedence where there are differences between the two.
Blood and Genetic Testing Services
Any biological sample you send to our laboratory for analysis will be analysed only in relation to the test or tests that you have ordered.
You agree that you are entirely responsible for your selection of tests and that it is your decision as to whether the tests you purchase from us are suitable for you and whatever you may need them for. If in any doubt, please speak to a doctor or a qualified medical professional.
By purchasing a test and giving a sample you are providing us and our laboratory with your informed consent to perform the tests you have ordered.
Our website may also set out the various ways in which samples can be taken and sent to us, including self-test kits or on-site testing at a testing location. Where you have purchased anon-site test then our Services include the taking of the sample and the delivery of the sample to our laboratory.
As part of the ordering process, you may be asked to complete and date a laboratory test request form. Please take the time to read and check the information on this form is correct and ensure it is included with your sample. It is your responsibility to ensure that all information you provide is complete, legible and accurate and the form is included in the pre-paid return box or envelope. No refunds will be given, and we shall not be liable, if we are unable to properly supply our Services to you because you have not provided a form or provided incomplete, illegible or inaccurate information.
As set out above, you must send samples to the laboratory using the pre-paid envelope or box provided (or a quicker method) on the day the sample was taken. This is to ensure that it arrives at the laboratory as soon as possible. Samples should be posted in time for last collection and please be aware of postal delays due to weekends and bank holidays.
Failure to comply with the previous paragraph may lead to deterioration of your sample which could affect the accuracy of your test results. We do not accept responsibility for results that are compromised due to delays in returning samples nor do we accept responsibility if your sample does not get to our laboratory for any reason beyond our control, including the sample being delayed/lost by Royal Mail. If your sample has not been received by us, we will either (at our discretion)send you another test kit free of charge or issue you with a refund.
Test Results
Every test on our website has a corresponding turnaround time. Turnaround times are an estimate (stated inworking days) of the time it will take for your sample, once received by our laboratory, to be tested and the test results made available to you. Time shall not be of the essence in the provision of test results, and we do not guarantee that test results will be available within a published turnaround time.
In a small percentage of cases tests need to be re-run or re-analysed which is an unavoidable reality with such a precise and sensitive laboratory test. Please allow for the possibility that in such circumstances it will take a little longer to get your results to you.
Occasionally the laboratory is unable to test samples sent to them at all, or in some cases one or several biomarkers (i.e. analytes) may be unable to be tested. For example: this may be because the amount collected is insufficient for full analysis or the sample has deteriorated, clotted, haemolysed (where red blood cells damaged during the sample collection process leak their contents into the surrounding plasma) or the sample has leaked in transit. For genetic tests this may be due to DNA or RNA degradation or inhibitors being present in the sample resulting in an inconclusive result.
If the laboratory cannot analyse the requested test or blood profile in its entirety, we will either (at our discretion) send you another test kit free of charge, arrange an appointment for a repeat test, or issue you with a refund.
This shall be the extent of our liability to you if we are unable to perform a test you have ordered. You shall not be entitled to a retest or a refund if the reason we are unable to perform a test is due to your failure to comply with these Terms. Please see ‘Cancellations and Refunds of Orders’ section below.
Genetic testing
Any sample you send to our laboratory for genetic testing will be result in your genetic information (genetic data) being extracted and analysed and electronically transmitted. To access the genetic information, you may be required to use our or one of our partner’s websites. You will need to agree to any alternative or additional terms and policies that may apply.
There are many subtleties to the interpretation of genetic information. Genetic information is based on interpretation of scientific studies and ongoing research. It provides limited information related to your health and wellness and it cannot be conclusive. Some results may not be clinically significant. There are other factors beyond genetic markers, such as lifestyle and environmental choices or factors, which also affect wellness traits. Genetic technology is constantly evolving, and the Services and/or genetic information interpretation may change without any prior notice.
Genetic tests and the provision of genetic information may not be suitable for everyone. Genetic testing and its results may provide information or knowledge that may cause distress or might be not what you expected. Please take this into consideration before using the Services and/or Products.
Sharing your genetic information with family, friends and other companies should be approached with caution. Some healthcare providers may use it as part of your medical records which could lead to complications or insurance policy changes.
Your personal information and privacy
You must provide us with some personal information, including your first and surnames, address, gender assigned at birth, and date of birth for our laboratory to process your test. Name, date of birth, and gender assigned at birth are required by our laboratory for identification purposes.
While using the App, you may also be given the option to provide details of symptoms you may be suffering or other medical or lifestyle information you feel may be relevant. Please note that whether you provide this information or not does not change the fact that you are entirely responsible for consulting a health professional for assistance in the interpretation of your results and please remember that laboratory testing alone is never a substitute for seeing a qualified healthcare professional.
Except as set out below, any information that you give us will be used solely in relation to the Services you have purchased from us. By placing an order, you give us your consent to pass any and all relevant information about you on to our laboratories, partner clinics and companies, and/or to our employees and agents for the purposes of preparing your sample and analysing and interpreting the results. In some cases, we may use a laboratory or company outside the United Kingdom to process, analyse and/or interpret a sample.
We may use your information for our own business analysis, product development and (with relevant consent) marketing purposes and may pass limited information about you to third parties engaged by us under a duty of confidence to assist us in these tasks. We will not sell or pass on your personal information to third parties to enable them to contact you directly or market their products or services to you. Your information may also be used, on an anonymous basis, by us and third parties engaged by us for the purpose of scientific research or examining aggregate medical or clinical trial data.
None of your personal information will be passed on to your doctor or any other third party, other than for those reasons set out in these Terms.
We only use your personal information in accordance with our PrivacyNotice. Please take the time to read this carefully, as it includes important information about how we collect and use your data. By using our Services, you agree to the use of your data as described in our Privacy Notice and you warrant that all data provided by you is accurate and up-to-date.
We may collect and use technical information about the devices you use the App on and related software, hardware, and peripherals to improve our products and to provide any Service to you.
Operating system requirements
This App requires a mobile device with the following operating system: iOS 15 or newer.
Intellectual property rights
All intellectual property rights in any Services throughout the world belong to us (or our licensors) and the rights in the Services are licensed (and not assigned) to you on a non-exclusive, non-transferable, personal basis.
All intellectual property rights in information or material you provide to us shall remain owned by you or the relevant third-party owner. By agreeing to these Terms of Service, you grant us a royalty-free, irrevocable, perpetual, non-exclusive license to use, copy or otherwise utilise the information or material to the extent necessary or desirable to perform or provide the Services and to improve our products and services (including improving the Services, our operations and systems, and/or combining data with other data sets). By submitting any information or material to use, you represent and warrant that you have all rights, power and authority necessary to grant the rights to such information or material to us. Any intellectual property rights in data, analysis and improvements derived from our use of information you provide shall be owned by us.
You grant to us a royalty-free, irrevocable, perpetual and non-exclusive license to use, copy or otherwise utilise any feedback or content you send to us to the extent necessary to perform or provide the Services and to improve our products and services (including improving the Services, our operations and systems, and/or combining data with other data sets).
Nothing in these Terms of Service grants you any legal rights in the Services other than as necessary for you to access it, except as otherwise expressly stated in these Terms of Service.
Restrictions
You agree that you will:
· not rent, lease, sub-license, loan, provide, or otherwise make available, the Services in any form, in whole or in part to any person without prior written consent from us;
· not copy the Services, except as part of the normal use of the App or where it is necessary for the purpose of back-up or operational security;
· not translate, merge, adapt, vary, alter or modify, the whole or any part of the Services nor permit the Services or any part of them to be combined with, or become incorporated in, any other programs, except as necessary to use the Service on devices as permitted in these Terms of Service;
· comply with all applicable technology control or export laws and regulations that apply to the technology used or supported by any Service;
· not use the App or any Service in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these Terms of Service, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into the App, any Service or any operating system;
· not infringe our intellectual property rights orthose of any third party in relation to your use of any Service (to the extent that such use is not licensed by these Terms of Service);
· not transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of any Service;
· not use any Service in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users; and
· not collect or harvest any information or data from any Service or our systems or attempt to decipher any transmissions to or from the servers running any Service.
Cancellations and Refunds of Orders
To cancel your order, please follow the ‘Refund Order’ link included within your order confirmation or send us an email stating that you wish to cancel and the reason for the cancellation, together with your name, contact details, and order.
Please email your cancellation request to
Please note, we can only process refund requests submitted via email, not by phone, so please do not call us. Your reason for cancellation will not affect your right to cancel the order. Our team will then process your request for you upon receipt.
If you send us your cancellation request by email or via the refund link, then your cancellation is effective from midnight of the day that the request was sent.
Where you have ordered Services including the delivery of a test kit by post or by courier, you may cancel your order at any time before the test kit has been dispatched to you.
Once your test kit has been despatched (which forms part of our Services), you have up to 14 days to cancel the order.
You must return the test kit and its components, kits and/or devices if we have sent one to you to our address below at your cost:
Rio address
Provided that the test kit being returned is complete (including all components),unused, undamaged and includes your name, address and order number, then you will receive a full refund if you cancelled your order within 14 days of despatch.
If the returned kit is incomplete, used or damaged in any way, you may incur an additional cancellation charge to cover the cost of the kit and or kit components. This charge will be deducted from the total amount refunded to you. If you have ordered Services including the delivery of a test kit by courier, then once your test kit has been dispatched you shall not be entitled to a refund in respect of the cost of the courier.
This cancellation right does not apply if:
Your legal right to cancel an order starts from the date you receive the acceptance confirmation (the date on which we email you to confirm our acceptance of your order). Your 14-day deadline for cancelling the order in relation to any test kit that has been dispatched starts from when you receive the confirmation email that the test kit has been dispatched or from the day which you requested the dispatch.
If you cancel your order within the cancellation period and you are entitled to a refund, we will refund you the price you paid for the Services less any deductions referred to above:
If you have returned the test kit to us within the cancellation period because they are faulty or misdescribed, we will refund the price of the Services in full.
We can only refund you on the credit card or debit card used by you to pay.
Rejected, invalid, unclear or inconclusive test results
We cannot provide a refund or partial refund if your sample is rejected by the laboratory, or if any of your results are unclear, invalid, rejected or inconclusive. In these cases, we will provide a free of charge replacement test, at our discretion.
Please note that if you have requested a blood test and a small number of biomarkers are unable to be tested, we will try our best to arrange a repeat test for those particular invalid biomarkers. We are unable to provide a partial refund for invalid or rejected biomarker(s) unless the sample is rejected, and the profile cannot be tested in its entirety.
We cannot provide a refund if your sample is delayed or lost in the post, does not reach our laboratory or if you do not supply us with a correctly completed test request form and we are unable to process your sample. We cannot refund tests that have already been taken or processed.
Indemnity
You agree to indemnify, defend and hold us harmless, including our affiliates, officers, directors, employees, consultants, agents and suppliers from any and all third party claims, liability, damages and/or costs (including, but not limited to, attorneys' fees) arising from your violation of these Terms of Service, or the infringement or violation by you or any other user of your account of any right of any person or entity or applicable law in connection with the Services.
Limitation of liability
To the maximum extent permitted by applicable law and without prejudice to (i) any statutory rights set out in the Consumer Protection Act 1987, or (ii) remedies available to you for Services (including the supply of physical glucose monitors) that are of unsatisfactory quality, in no event shall our aggregate liability arising out of or related to these Terms of Service, whether arising out of or related to breach of contract, tort (including negligence) or otherwise, exceed £1,000.
The limitation of liability set forth above shall not apply to death or bodily injury resulting from our negligent acts or omissions, or any other liability that cannot be lawfully excluded or limited.
Third-party websites
The Services may contain links to websites which are not provided by us. Such websites are not under our control, and we are not responsible for and have not checked and approved their content or privacy policies (if any). You will need to make your own independent judgement about whether to use any such websites, including whether to buy any products or services offered by them.
Support and contact details
If you want to learn more about the App or the Services or if you have any problems using the Services, please take a look at our support resources within the Help section of the App. You may also contact us using the following email address: customersupport@rio.life
If we need to contact you, we will do so by email or using any other contact details you have provided to us.
Changes to these Terms of Service or to the Services
We may need to change these Terms of Service to reflect changes in law, best practice or to deal with additional features which we introduce. We will notify you of a change when you next start the App or use any Service.
If you do not accept the notified changes, you will not be permitted to continue to use the App and any Service.
We may, in our sole discretion, discontinue the App or any Service or modify the features of the App or Services from time to time without prior notice. Any new features that augment or enhance the current Services, including the release of new tools and resources, shall be subject to these Terms of Service; your continued use of the Services after any changes shall constitute your consent to such changes.
Force majeure
We shall not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations to you if such failure or delay is caused by an event outside of our control. An event outside of our control means any act or event beyond our reasonable control such as the actions of third-party suppliers, act(s) of God, wars, terrorist attacks, embargos, riots, strikes, lock-outs, trade disputes, fires, floods, earthquakes or other natural disasters, break-down, inclement weather, interruption of transport, pandemics, epidemics, Government action or failure of public or private telecommunications or transport networks. If such an event takes place and it affects the performance of our obligations to you:(i) we will contact you as soon as reasonably possible to notify you; and (ii)our obligations to you will be suspended for the duration of the event.
Termination of these Terms of Service by us
If you fail to comply with any provision of these Terms of Service, we may terminate (wholly or partially)these Terms of Service immediately by contacting you, and you must cease any further use of the Services. We reserve any right to refuse to provide the Services (wholly or partially) if we reasonably believe there is a threat to your health or risk of serious harm.
Any provision that expressly orby implication is intended to come into or continue in force on or after termination or expiry of these Terms of Service shall remain in full force and effect.
Assignment and other dealings
We may at any time transfer (byway of assignment or novation) these Terms of Service to any of our group companies upon written notification to you or general notice on our website(and you consent to any such transfer). We may also assign, transfer, mortgage, charge, subcontract, delegate, declare a trust over or deal in any other manner with any of our rights and obligations under these Terms of Service.
No rights for third parties
These Terms of Service do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999to enforce any provision of these Terms of Service.
Severability
Each of the sections and paragraphs of these Terms of Service operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining sections and paragraphs will remain in full force and effect.
Waiver
If you breach these Terms of Service and we take no action, or if we delay in taking action, that does not mean that we have waived our rights, and we shall be entitled to use our rights and remedies. If we do waive a breach by you, we will only do so in writing(signed by one of our directors), and that shall not mean that we will automatically waive any later breach by you.
Governing law and jurisdiction
Anything related to your use of the App, Services or these Terms of Service is governed by English law. To the fullest extent permitted by law, the courts of England shall have the exclusive jurisdiction over any dispute or claim relating to these Terms of Service.
Entire agreement
These Terms of Service constitutethe entire agreement between you and us and they supersede any and all earlieragreements between you and us.
Summary of TERMS OF SERVICE
About These Terms and Conditions for The Supply of Services
Rio is the trading name of Neutrally Holdings Ltd. These Terms of Service are between you and Neutrally Holdings Ltd ('we', 'us' or 'our'), a company registered in England and Wales(number 13416338). We are not VAT-registered.
These terms apply to your use of our Services, including the 'Neutrally' mobile app, associated websites, and any related products or services including biological testing services (blood, saliva, swabs, etc.). By using any Service, you agree to be bound by these Terms, so please read them carefully.
These Terms, along with our Privacy Policy, govern all orders and use of our Services. In case of conflict with other communications or policies, these Terms prevail.
You must be at least 18 years old, reside in a jurisdiction where our Services are lawful, and, if acting for another, have proper authority. If you use our Services on a device, you are responsible for compliance with these Terms, regardless of device ownership.
If submitting a sample on behalf of another person, you confirm you have legal authority to do so and that the sample is theirs.
Disclaimer
Our Services aim to support lifestyle improvement and are not intended as medical advice or diagnosis. We are not a healthcare provider. Results and device data (e.g., glucose monitoring) are informational only. You must consult a medical professional for interpretation or diagnosis.
Blood and genetic test reference ranges may not be personally relevant and may change over time. Results are not a substitute for clinical assessment and should not be used to guide treatment decisions without a doctor.
We may recommend further testing or a medical consultation based on your results, but are not obligated to do so and accept no liability if we don’t.
Use of our Services is entirely at your own risk and discretion. If you have a medical emergency, call a doctor, 999 or NHS 111.
The Services are provided 'as is'. We do not guarantee uninterrupted, error-free use or specific outcomes.
Ordering and Contract Formation
You must accept these Terms to order Services. Our site allows you to review and amend your order before submission. It is your responsibility to provide complete and accurate information.
We confirm acceptance of your order via email. A contract is formed upon this confirmation. Payment must be received in full before processing. As we are a medical service provider, we do not charge VAT.
You will receive an order number upon confirmation. This helps with any correspondence.
Service Access
Upon order, you will gain access to the App and our Services for personal use only. Any supplied test kits may include glucose monitors, blood/genetic tests, the Rio Ring, or other devices. You may not transfer your rights to others.
Your Information
You may be required to provide personal and health-related information. It is your responsibility to ensure its accuracy and to maintain the confidentiality of your account credentials.
Testing Services
By purchasing a test and submitting a sample, you consent to our processing and analysis. We do not advise on test selection; please consult a doctor if unsure. Instructions for sample collection and return must be followed precisely. Sample deterioration due to delay or improper return may impact test validity.
In cases where results are unavailable or invalid due to sample issues, we may offer a free retest or refund at our discretion.
Genetic Testing
Genetic results are based on current scientific interpretation and may evolve. Results may lack clinical significance or differ from expectations. Consider potential emotional impact before testing.
Sharing genetic data should be done cautiously. We are not responsible for third-party use, including insurers or medical records.
Privacy
We collect personal data to fulfill our services and may share it with labs or partners under strict confidentiality. Your data may be used anonymously for research or analysis. We do not sell your data. See our Privacy Policy for full details.
System Requirements
The App requires iOS 15 or newer.
Intellectual Property
All rights in our Services are owned or licensed by us. You retain rights in content you provide but grant us a license to use it to provide and improve Services.
Usage Restrictions
You agree not to:
Cancellations and Refunds
You may cancel before your test kit is dispatched or within 14 days after, if unused and returned complete. Email us to initiate cancellation. Refunds are processed to the original payment method.
No refunds are available if:
If your result is invalid orinconclusive, we may offer a free retest.
Indemnity
You agree to indemnify us from third-party claims arising from your breach of these Terms or misuse of Services.
Limitation of Liability
Our total liability is limited to £1,000, except in cases of death or injury due to negligence, or where exclusion is prohibited by law.
Third-Party Links
We are not responsible for external websites or content linked through our Services.
Support
For support, visit the Help section in the App or email customersupport@rio.life.
Changes
We may update these Terms or the Services without notice. Continued use constitutes acceptance.
Force Majeure
We are not liable for service delays due to events outside our control.
Termination
We may terminate your access for breach of Terms or risk to health. Relevant provisions remain in effect post-termination.
Assignment
We may assign or transfer these Terms to another entity upon notice.
Third Parties
No third party may enforce these Terms.
Severability
If any part of these Terms is found unenforceable, the rest remains effective.
Waiver
Failure to enforce any part of these Terms is not a waiver.
Governing Law
These Terms are governed by English law. Disputes fall under English courts' jurisdiction.
Entire Agreement
These Terms constitute the entireagreement between you and us.
