Cancellation and refund terms

Who you're buying from

Performance Health AI Ltd, trading as Performance Health, ICO registration ZB978346. Email lou@performancehealth.uk. The service is delivered by Lou Nicholettos, HCPC registered physiotherapist (PH80785), within her extended scope of practice. It is a wellness and performance analysis. It does not diagnose, treat, cure or prevent any disease, and it does not replace care from your GP.

What you're buying

The Performance Health Benchmark, £599, which includes: a blood draw at a partner phlebotomy clinic, laboratory analysis of the Benchmark panel at a UKAS accredited UK lab, the Performance Health Blueprint questionnaire, your Benchmark report, and a 15 minute results call. This is a commercial (non-NHS) blood test.

Your right to cancel

Because you order online, you have a legal right to cancel within 14 days of your order under the Consumer Contracts Regulations 2013. When you order you ask me to start straight away, including ordering your test, rather than waiting for those 14 days to pass. That's so your kit and booking aren't held up. Starting early doesn't remove your right to cancel, but it does mean that if you cancel after work has begun, you pay for the part already done, as set out below.

What you get back if you cancel

• Before your test is ordered with the lab: a full refund.
• After your test is ordered but before your blood draw: a refund of £599 less the lab and phlebotomy cost already committed on your behalf, which is £200.
• After your blood draw: the lab work and analysis are under way, so no refund is due. Your report and results call still go ahead.

Refunds go back to the card you paid with, within 14 days of your cancellation.

How to cancel

Email lou@performancehealth.uk with your name and the email address you ordered with. You can use the wording below if you'd like to, but you don't have to.

To Performance Health AI Ltd: I hereby give notice that I cancel my contract for the Performance Health Benchmark. Ordered on [date]. Name: [name]. Address: [address]. Email: [email]. Date: [date].

If something goes wrong

If your blood draw can't be completed, or the lab can't process your sample, I'll arrange a repeat draw at no cost to you. If you're unhappy with any part of the service, email me first and I'll do my best to put it right. If we can't resolve it between us, you can take a complaint to the HCPC about the professional element of the service, or to the Information Commissioner's Office about how your data is handled.

Your data

How your personal and health data is used, stored and shared is set out in the privacy notice. Your health data is processed only with your explicit consent, which you give on the consent form after ordering.

Law

These terms are governed by the law of England and Wales.