Terms & conditions

Our terms

Overview

ProFertility allows customers to access secure laboratory testing and specialist consultations from the privacy of their own home. To avail of Services you must purchase a Product, either from the Site, App or from a retail location.

Where you purchase the Products and Services on the Site, or purchase Products from a retail location all sections of these Conditions apply in addition to any other terms and conditions provided to you or made accessible for you in connection with the applicable Product or Service. These Conditions also include and incorporate by reference our ProFertility Website Terms of Use.

YOUR PURCHASE OF A PRODUCT OR SERVICE CONSTITUTES YOUR AGREEMENT TO THESE CONDITIONS AND THESE CONDITIONS ARE A LEGAL AGREEMENT BETWEEN YOU AND US. BY PLACING AN ORDER FOR PRODUCTS AND/OR SERVICES, YOU ARE ACCEPTING AND AGREEING TO THESE CONDITIONS. YOU REPRESENT AND WARRANT THAT YOU HAVE THE RIGHT, AUTHORITY, AND CAPACITY TO ACCEPT AND AGREE TO THESE CONDITIONS.YOU REPRESENT AND WARRANT THAT ALL INFORMATION THAT YOU HAVE PROVIDED TO US IS ACCURATE AND COMPLETE AND IN NO WAY MISLEADING GIVEN THE CONTEXT. YOU ALSO REPRESENT AND WARRANT THAT YOU ARE OF SUFFICIENT LEGAL AGE IN YOUR JURISDICTION OF RESIDENCE TO PURCHASE AND USE THE PRODUCTS & SERVICES AND TO ENTER INTO THESE CONDITIONS. IF YOU DO NOT AGREE WITH ANY OF THESE CONDITIONS, DO NOT PURCHASE THE PRODUCTS OR SERVICES.

Who we are

The Products and Services are provided by PRoFertility Limited, a company registered in IUK, with registered number 13358331 and with a registered office at Worting House, Church Lane, Basingstoke, United Kingdom, RG23 8PY (the “Company” or “we” or “us”).

At-home tests

Overview

1. If you have opted to take a finger prick sample at home, we will send you a sample collection kit in the post. This kit contains all the items you will need including step-by-step instructions to take your sample. Please follow these instructions carefully and only use the equipment provided in the kit to take your sample. We will not be liable to you for any injury you may suffer if you use equipment other than that provided by us.
2. If you are going to attend one of our partner clinics to have a sample taken the sample collection kit will be sent to you in the post and it is your responsibility to take it with you to the clinic. Please do not open this kit and handle or remove the contents – it is to be used only by a trained phlebotomist.
3. If you choose to have a phlebotomist visit you at home to take your sample, we will send you a sample collection kit in the post. Please do not open this kit and handle or remove the contents – it is to be used only by a trained phlebotomist. Please hand it to the phlebotomist at the start of your appointment. Our phlebotomist home visit service will also use nurses and qualified phlebotomists.
4. The results of your test(s) and any accompanying insights and recommendations will be uploaded to your secure online account which you can access only via our App.  Please ensure to download our App to view your results.
5. To enable us to effectively provide the Product you are given the opportunity to complete a short medical questionnaire in your Account. The medical questionnaire asks for information about your medical history, lifestyle, family health history and gender-specific details.
6. It is not compulsory to provide this information but it may assist us to provide a more relevant interpretation of your test results.

We may contact you by telephone, SMS message or email regarding your sample and test results if necessary.

Fertility Score

The information provided through the Site, the Services, Test Information, and the Products are for general guidance only and are not a substitute for professional medical advice. Neither the Site nor our Services, Test Information, or Products constitute medical advice and you should always seek the advice of your physician or other registered healthcare professional with any questions you may have regarding any Test Information or status of your health.

Our fertility score is for informational purposes only and not medical advice. It does not guarantee specific fertility outcomes and should not be used as a substitute for professional medical advice. For personalised guidance based on your unique circumstances and medical history, please consult with our medical consultant or your own trusted healthcare provider.

Information about the Healthcare Practitioners

1. All Healthcare Practitioners who provide Healthcare Advice through our platform are registered with the General Medical Council, HCPC register or Nursing & Midwifery Council, hold a licence to practise and are required to operate within their area of expertise for your safety.
2. The Healthcare Practioners provide relevant information about their education, training, experience and specialisation to us. We disclaim (to the extent permitted by law) any and all liability for, including, without limitation, the accuracy or reliability of any information provided by the Healthcare Practitioners.  However, if it comes to our attention that any Healthcare Practioner’s information is inaccurate or unreliable, we will take appropriate steps to update their information or (where necessary) to disengage with that Healthcare Practitioner.

Online Order Procedure

• We will not accept Orders from users whose IP address is outside, or where the user is resident outside, the countries from where we will accept Samples. When you purchase the Products and Services and access the Site, you confirm (i) that you are 18 years of age or older; (ii) that you are resident in countries where we will send test kits and accept Samples and you are accessing the Site from an IP address in one of those countries; (iii) that you are using the Site in your own name and not on behalf of anyone else; (iv) that you will not allow any other person to use the Site, Products, and Services under your name, nor will you, in using the Products, Services or the Site, pretend you are someone else, or seek to disguise your identity; (v) that you are only using the Site, the Products and the Services for your own benefit and not for the purposes of providing Services to others; and (vi) all information that you provide is complete, accurate and not misleading in any way. If you provide any information that is untrue, inaccurate, non-current, misleading or incomplete, or we have reasonable grounds to suspect that such information is untrue, inaccurate, non-current, misleading or incomplete, then we have the right to terminate or refuse any and all current or future access, sale, or use of the Services and/or Products (or any portion thereof), and you may be further liable for providing such information.
• In order for us to process your Order, you must complete the Order submission process which requires you, among other things, to: (i) provide us with personal information including the delivery address for your Product, (ii) purchase a Product that permits use of the type of Sample you are willing to provide, and (iii) confirm that we may make the Test Information available to you through your online Account.

Orders and Availability

• When you place an Order for the Product and Services through our Site, you will receive an email acknowledging our receipt of your Order. Your Order will be confirmed, and a binding contract formed, once we collect the purchase price and applicable taxes, and shipping costs from your selected payment method accepted by us (“Order Confirmation”). You should review the invoice immediately upon receipt and notify us of any mistake; no refunds will be issued once your Order is processed other than in accordance with the Cancellation Right detailed below.
• All Orders are subject to review by a physician prior to acceptance by us, and we are under no obligation to accept an Order whether confirmed or not. In the event that a confirmed order is not accepted, a refund will be issued for any paid fees.
• All Products and Services on our Site are subject to availability. In the event that you place an Order for Products or Services which are unavailable for shipment within two weeks, a refund will be issued for any paid fees upon your submission of a cancelation notice.

Payment

• Unless otherwise noted, the prices listed for the Products reflect a single combined payment for the Products and Services. For Products ordered through the Site, the price includes standard delivery and return of the Product to the address provided by you and provision of the Services in accordance with these Conditions. For Products purchased in a retail location, the price paid to the retail location may include the price for the provision of the Services in accordance with these Conditions.
• For Products purchased through the Site, you agree to pay the price listed for the Product, the VAT and any other applicable sales or use taxes (to the extent applicable), delivery charges, and any other charges in relation to a Confirmed Order in advance by clicking on the payment button on the Site and following the required procedure.
• By providing a credit card or other payment method accepted by us, you represent and warrant that you are authorised to use the designated payment method and that you authorise us (or our third-party payment processor) to charge your payment method for the total amount of your Order. If the payment method you provide cannot be verified, is invalid, or is otherwise not acceptable, your Order may be suspended or cancelled until you are able to resolve the payment issue.

Delivery

Delivery

• The Product is normally dispatched within two business days of Order Confirmation to the delivery address you provide during the Order submission process, but delivery times may vary. We may be unable to change the delivery address after the Order Confirmation.
• Delivery dates advised by us in an Order Confirmation (consisting of a delivery date for the Product and a date for the provision of the Test Information) are approximate and we will not be liable for any loss or damage due to our failure to meet scheduled delivery dates or for failure to give notice of delay. Time for delivery shall not be of the essence. A Product may be shipped by us to the agreed delivery address in advance of any scheduled delivery date.
• Risk of loss in a Product passes to you upon delivery of the Product to the agreed delivery address.
• If you receive the wrong Products, damaged/faulty Products, or if certain items are absent from the Product, then please contact us within seven (7) days of receipt of the Product the following information: the Alpha code, Numerical code and Order ID (or description of the Product), and description of the missing or faulty item(s). Upon receipt of such notice we will arrange for a replacement Product to be sent to you as soon as possible.

Refunds & Cancellations ( tests kits)

Refunds & cancellations

• If you purchase a test via the Site, you have the right to cancel the contract for the purchase of the Product within fourteen (14) days of delivery of the test to you.
• To exercise the right to cancel, you must inform us of your decision to cancel in writing (e.g. a letter sent by contacting us). You must then promptly return the test kit unopened to us within fourteen (14) days from notifying us of your decision to cancel, at your own cost.
• If you exercise your cancellation right ( see first bullet point), we will reimburse to you all payments received from you for the Product (other than the differential increase in cost between the cost of standard delivery and an express delivery method selected by you if the Product was shipped), without undue delay and in any event, not later than fourteen (14) days from the date on which we receive the returned Product from you, or the date you provide us with evidence of having sent the Product back to us, whichever is earlier. We will reimburse you using the same means of payment as you used for the initial payment, unless you have expressly agreed otherwise. We will not charge you any fees in connection with the reimbursement.
• The right to cancel an Order does not apply to Products that have been opened and the seal on the kit broken, as these Products are not suitable for return for health protection reasons.
• To cancel your order, please contact the customer care team by email testkit@profertility.com

This cancellation right does not apply if:

1. 1. you have already had a sample taken at a clinic, laboratory or at home as arranged by us
   2. you have failed to attend a confirmed appointment for phlebotomy arranged in connection with your test;
   3. you have already sent your sample to the laboratory for analysis;
   4. or the 14-day cancellation period has expired.

• If you send us your cancellation request by e-mail, then your cancellation is effective from the date you send us the e-mail. For example, you will have given us notice in time as long as you send your email before midnight on the last day of the cancellation period.
• We will refund you to the payment method used by you to pay. We may offer you a gift card as an alternative.  Gift card terms and conditions apply.
• For our nurse home visits, the following cancellation charges apply:
  1. If you cancel or rearrange with more than 48 hours notice there is no charge.
  2. If you cancel or rearrange with less than 48 hours notice there will be a £30 charge.
  3. If you cancel or rearrange on the day of your appointment or do not attend your appointment there will be a £55 charge.

Online consultations

Information about the Healthcare Practitioners

1. All Doctors are registered with the General Medical Council in the UK, and their registration details and status can be found at www.gmc-org.uk. We do not guarantee the availability of any particular Doctor.
2. All our specialists who provide Healthcare Advice through our platform are either registered with the HCPC register ,  Nursing & Midwifery Council, or hold a licence to practise and are required to operate within their area of expertise for your safety.
3. The Healthcare Practioners provide relevant information about their education, training, experience and specialisation to us. We disclaim (to the extent permitted by law) any and all liability for, including, without limitation, the accuracy or reliability of any information provided by the Healthcare Practitioners.  However, if it comes to our attention that any Healthcare Practioner’s information is inaccurate or unreliable, we will take appropriate steps to update their information or (where necessary) to disengage with that Healthcare Practitioner.
4. The Services and any Advice are provided for non-urgent circumstances only. If you require emergency medical attention, any other treatment that is urgent, or if your situation is not suited to remote communication, we strongly advise that you contact your NHS General Practitioner (“GP”), or the emergency services. 

Referrals for additional services ( Consultations)

Our specialists have the capability to refer you to suitable local private diagnostic service providers for imaging tests (such as Ultrasound scans) or additional specialist tests. The decision to proceed with these tests will be based on medical appropriateness and agreed upon between you and the specialist. To facilitate this process, the specialist will provide you with a letter outlining the requested diagnostic tests and the medical reasons for the referral.

It is your responsibility to take this letter to your chosen local private provider and make the necessary arrangements for the investigation. Please be aware that any fees or costs associated with the tests will be your sole responsibility and will not be covered by the costs of the video consultation with ProFertility.

While ProFertility will make every reasonable effort to ensure that the request letter is acceptable to the diagnostic providers, we cannot guarantee that they will accept it. The acceptance of the request letter is ultimately at the discretion of the diagnostic provider.

The results of the investigations will typically be sent directly to both yourself and our consultants. This means that you may receive the results before our specialists have had an opportunity to review them.

Once we receive the test results, our specialists will promptly review them and provide comments in your Portal. You will receive an email notification when the comments are available for your review.

It is important to note that our specialists will rely entirely on the chosen diagnostic provider for the accuracy of the results and the experience of obtaining the investigations. ProFertility cannot accept any responsibility for the independent provider’s performance, nor can we guarantee the accuracy of the results.

Fees

The fee for an online Consultation will vary depending on the duration of the session spent with the Doctor and will be shown on the website /App and when booking. The initial fee that is charged for an online Consultation is usually 45  minute session. 

Refunds & Cancellations ( Online consultations)

Refunds & cancellations

1. If you fail to attend your appointment, then you will be charged a cancellation fee of the full cost of the consultation as displayed on the booking system for each Missed Appointment.
2. Please note that if you cancel your appointment 48 hours or more before its start time you benefit from FREE CANCELLATION and you will not be charged a cancellation fee. If you cancel within 48 hours you will be deemed to have missed your appointment and you will be liable to pay the cancellation fee.
3. You acknowledge that ProFertility is authorised under these Terms and Conditions to deduct such amounts from your debit/credit card used to confirm the appointment booking you made.
4. If a Missed Appointment occurs because a specialist did not attend your appointment, then we will offer you alternative appointment date/time or refund the charge made on your debit/credit card at the time of your booking should you wish.

If you are late for your appointment

We understand that unforeseen circumstances can sometimes cause delays. However, please be aware that our appointment slots are typically booked back-to-back, allowing for efficient scheduling and accommodating all our patients.

If you start your appointment late, please note the following:

1. Time Limit: Our standard appointment duration is 45 minutes. While we strive to provide comprehensive care within this timeframe, it may not be possible to exceed the allocated time due to subsequent appointments scheduled immediately after yours.

2. Termination or Additional Charges: We reserve the right, within reason, to conclude the video consultation when the 45 minutes have expired. Alternatively, if there is sufficient time available and no other patient waiting, we may offer the option to charge for an additional full 45-minute appointment.

3. Extension Possibility: In certain cases, our specialist may discuss the possibility of extending your appointment if you wish to do so. However, please understand that accommodating extensions is often challenging due to the scheduling constraints and commitments to other customers.