Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy explains your rights when you purchase health testing services from Omniwo Ltd. We are committed to fair and transparent refund practices in compliance with UK consumer protection law.

It applies to all purchases made through omniwo.com, our dashboard (omniwo.web.app), and any in-app or third-party checkout links operated by Omniwo. It should be read alongside our Terms of Service and Privacy Policy.

2. Your statutory cancellation rights

2.1 14-day cooling-off period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days from the date you receive your test kit, without giving any reason.

How the 14-day period works:

• The cancellation period begins on the day after you receive your test kit
• If you ordered multiple kits in one order, the period begins on the day after you receive the last kit
• Weekends and bank holidays are included in the 14-day count

2.2 How to cancel

To exercise your right to cancel, you must inform us of your decision by a clear statement. You can do this by:

• Email: hello@omniwo.com (subject line: “Cancellation — Order #[your order number]”)
• Online: Through your Omniwo dashboard account settings
• Post: Omniwo Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

You may use the Model Cancellation Form at the end of this policy, but it is not obligatory.

2.3 Effect of cancellation within 14 days

If you cancel within the 14-day cooling-off period:

2.4 Exception — service commenced

Under Regulation 36(1) of the Consumer Contracts Regulations 2013, if you have:

• Collected your blood sample using the kit, or
• Posted your sample to the laboratory

…the service is deemed to have commenced with your explicit prior consent, and you lose your right to cancel. This is because:

1. The test kit is a hygiene-sealed product — once opened and used for sample collection, it cannot be resold or reused
2. Laboratory processing of your sample is a service performed to completion that cannot be reversed
3. You acknowledge this at the point of purchase (checkout consent)

3. Refund scenarios after the 14-day period

3.1 Service not delivered

If we fail to deliver your test kit within the estimated delivery timeframe (typically 2–5 working days), and you have not received it within 30 days of your order date:

• You may cancel and receive a full refund
• Contact us at hello@omniwo.com with your order number

3.2 Sample rejection by laboratory

If your blood sample is rejected by our laboratory partner (e.g., insufficient volume, haemolysed sample, clotted sample):

Important: Sample rejection is outside your control and does not count against you. We cover all costs associated with your first replacement kit.

3.3 Laboratory error or delayed results

If results are not delivered within the stated turnaround time (typically 2–5 working days from laboratory receipt) due to a laboratory error:

• We will investigate with our laboratory partner
• If results cannot be produced, you will receive a full refund
• If results are significantly delayed (more than 10 working days beyond the stated turnaround), you may request a partial refund (to be assessed on a case-by-case basis)

3.4 Technical issues

If you are unable to access your results through the Omniwo platform due to a persistent technical issue on our side:

• We will work to resolve the issue as quickly as possible
• If results cannot be delivered digitally, we will provide them via email (PDF format)
• If results are permanently inaccessible due to our error, you will receive a full refund

3.5 Incorrect test ordered

If you ordered the wrong test by mistake:

4. Returns process

4.1 How to return an unused kit

1. Contact us at hello@omniwo.com with your order number and reason for return
2. We will confirm your return and provide a return reference number
3. Package the kit securely in its original packaging (if possible)
4. Post the kit to: Omniwo Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
5. We recommend using a tracked delivery service — we cannot be responsible for items lost in transit

4.2 Return postage costs

• Faulty or incorrect items sent by us: We will cover return postage costs
• Change of mind (within 14-day period): You are responsible for return postage costs
• After 14-day period: Returns are at your discretion and cost

4.3 Condition of returned items

Returned kits must be:

• In their original, sealed packaging (cellophane/hygiene seal intact)
• Complete with all components
• Not tampered with, opened, or used in any way

If a kit is returned opened or with broken hygiene seals, we reserve the right to deduct a proportionate amount from the refund to reflect the diminished value.

5. Subscription & membership cancellation

5.1 Recurring subscriptions

If you have subscribed to a recurring testing plan (e.g., quarterly BioAge tracking):

• You may cancel your subscription at any time through your Omniwo dashboard or by emailing hello@omniwo.com
• Cancellation takes effect at the end of your current billing period
• You will retain access to all results and insights from tests already completed
• No refund is provided for the current billing period (unless the kit has not yet been dispatched — see Section 2)

5.2 Pre-paid plans

If you purchased a pre-paid multi-test plan:

6. Nurse visit appointments

When you book a nurse visit for venous blood draw, a qualified phlebotomist is allocated to your appointment and travels to your location with a venous blood collection kit. This incurs costs regardless of whether the sample is ultimately collected.

6.1 Cancellation and rescheduling

6.2 Why the fee is non-refundable for late cancellations

Our phlebotomy partner charges us the full visit fee (£63 + 20% VAT = £76) for any appointment cancelled with less than 2 days’ notice and for all no-shows (Did Not Attend). This is a direct cost that we cannot recover, and it is passed through to the customer.

6.3 What happens after a missed or late-cancelled appointment

Your test panel (the blood test itself) is not affected by a missed nurse visit. The panel remains active on your account. However:

• The venous collection kit is brought by the phlebotomist and is specific to the scheduled appointment. No replacement kit is sent automatically.
• To complete your blood draw via nurse visit, you will need to book and pay for a new nurse visit (£76).
• Alternatively, if your chosen panel supports finger-prick collection, you may contact us at support@omniwo.com to arrange a home capillary collection kit at no additional charge (included in your original panel order).

6.4 Cancellations by Omniwo or our phlebotomy partner

If a nurse visit is cancelled by us or by our phlebotomy partner (for example, due to phlebotomist unavailability, severe weather, or scheduling error), you will receive either:

• A rescheduled appointment at a time convenient to you, or
• A full refund of the nurse visit fee

In this scenario, no cost is borne by you.

7. How refunds are processed

7.1 Refund method

• Refunds will be made using the same payment method used for the original purchase
• Card refunds are processed via Stripe and typically appear within 5–10 working days
• The exact timing depends on your bank or card issuer

7.2 Refund timeline

7.3 Partial refunds

In some cases, we may offer a partial refund. This applies when:

• A kit has been opened but not used, and the resale value is diminished
• Only part of a bundled service has been delivered
• A discount code or promotional offer was applied to the original order

8. Age restriction

Omniwo services are available to individuals aged 16 and over only. If a blood sample is submitted on behalf of, or is determined to belong to, an individual under the age of 16:

• The sample will not be processed and no results will be provided
• No refund will be issued, as the submission of an underage sample constitutes a breach of our Terms of Service
• The associated order will be cancelled

It is the customer’s responsibility to ensure that only eligible individuals (aged 16+) use the service.

9. Promotional & discounted orders

• If your order was purchased with a discount code or promotional offer, the refund will be based on the amount actually paid, not the full retail price
• Gift card purchases: refunds will be credited back to the original gift card
• Free promotional items do not qualify for cash refunds

10. Complaints & escalation

If you are unhappy with our refund decision:

1. Step 1: Contact our customer support team at hello@omniwo.com explaining your concern
2. Step 2: If unresolved, request escalation to a senior team member
3. Step 3: If still unresolved, you may contact:
   • Citizens Advice — www.citizensadvice.org.uk
   • Trading Standards — via Citizens Advice consumer helpline
   • Alternative Dispute Resolution (ADR): See below

Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, we are required to inform you about ADR. While we are not currently a member of an ADR scheme, we are committed to resolving disputes fairly. We will always consider ADR as an option if informal resolution is unsuccessful. You may also use the European Commission’s Online Dispute Resolution platform at ec.europa.eu/odr.

11. Contact us

For all refund and cancellation requests:

• Email: hello@omniwo.com
• Subject line: Cancellation / Refund — Order #[your order number]
• Response time: Within 1 working day

Post:
Omniwo Ltd
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

Appendix: Model Cancellation Form

(Complete and return this form only if you wish to cancel your order)

To: Omniwo Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ / hello@omniwo.com

I hereby give notice that I cancel my contract for the supply of the following service/goods:

• Order number: _______________
• Order date: _______________
• Date received: _______________
• Product/service: _______________
• Customer name: _______________
• Customer address: _______________
• Date: _______________
• Signature (if sent by post): _______________