Terms, Notices & Policies

1. About BioHealthcare Hub™

1.1 Company Identity

BioHealthcare Hub™ ("we", "us", "our", "the Company") is a consumer healthcare testing company offering blood testing, gut microbiome testing, DNA/genetic analysis, and cancer biomarker screening services to individuals across the United Kingdom, the United States of America, the European Union, the United Arab Emirates, and Italy. Our registered offices are set out in our Contact & Offices document.

1.2 Acceptance of Terms

By placing an order, registering an account, activating a sample kit, submitting a biological sample, or accessing our Hub portal, you confirm that:

• You are aged 18 years or over, or have obtained valid parental or guardian consent where required by applicable law;
• You have the legal capacity to enter into a binding contract in your jurisdiction;
• You have read, understood, and agree to these Terms in their entirety;
• Where purchasing on behalf of a third party, you are fully and duly authorised to do so.

2. Services Provided

2.1 Test Categories

BioHealthcare Hub™ provides the following consumer health testing services:

2.2 Service Availability

Not all services are available in all jurisdictions. We reserve the right to restrict, modify, or withdraw any service in any region at any time. Where a service is unavailable in your location, you will be notified prior to or at the point of order.

3. Orders & Contracts

3.1 Contract Formation

Your order constitutes an offer to purchase our services. A legally binding contract is formed only upon our written acceptance of your order, delivered by email confirmation to your registered email address. We reserve the right to decline any order at our sole discretion without liability.

3.2 Order Accuracy

You are responsible for ensuring all details submitted at the time of ordering are accurate, including your name, date of birth, contact details, and delivery address. BioHealthcare Hub™ cannot be held responsible for delays, errors, or failed results arising from inaccurate order information.

4. Pricing & Payment

• All prices are displayed inclusive of applicable VAT or sales tax where required by local law.
• Prices are quoted in the currency applicable to your region: GBP (UK), USD (USA), EUR (EU/Ireland/Italy), or AED (UAE).
• Payment is due in full at the point of order, unless a formally approved payment plan has been arranged in writing.
• We accept major debit and credit cards and approved digital payment methods.
• Currency conversion fees, where applicable, are the sole responsibility of the customer.
• BioHealthcare Hub™ reserves the right to amend prices at any time without prior notice, except where orders have already been confirmed in writing.

5. Sample Collection & Handling

• Customers are responsible for following all sample collection instructions provided within the kit and accompanying digital guidance.
• Incorrectly collected, contaminated, or insufficient samples may require recollection; an additional handling or kit charge may apply.
• Samples must be returned to our laboratory within the timeframe clearly specified on the kit packaging and instructions.
• BioHealthcare Hub™ accepts no liability for delays, losses, or damage caused by third-party postal or courier services.
• Biological samples are processed in strict accordance with applicable laboratory accreditation standards and our Privacy Policy.

5B. Sample Activation & Tracking Requirement

5B.1 Activation & Notification Obligation

In order to ensure proper tracking, chain-of-custody management, and laboratory processing of biological samples, all customers are required to:

• Activate their test kit via the BioHealthcare Hub™ online portal prior to collecting their sample; and
• Confirm submission by notifying BioHealthcare Hub™ that:
  • the sample is ready for courier collection; or
  • the sample has been dispatched via post.

This process enables accurate sample identification, chain-of-custody tracking, and correct matching of your biological sample to your account and laboratory order. Kit activation must be completed before sample collection begins.

5B.2 Consequences of Failure to Activate or Notify

If you fail to activate your test kit and/or notify BioHealthcare Hub™ of sample dispatch or readiness for collection:

• Your sample may not be processed by the laboratory;
• We may be unable to match the sample to your account or order;
• The test will be deemed null and void; and
• You may be required to purchase a replacement kit and repeat the collection process at your own cost.

5B.3 No Liability for Untracked or Unactivated Samples

Where a biological sample is submitted without prior kit activation or without notification of dispatch, BioHealthcare Hub™ accepts no responsibility or liability for:

• Lost, delayed, misdirected, or unidentifiable samples;
• Failure to process the sample due to absence of a matched activated kit;
• Any resulting loss, inconvenience, delay to results, or additional cost incurred by the customer.

No refund or reprocessing obligation shall apply in such circumstances, except at BioHealthcare Hub™'s sole and absolute discretion.

6. Results & Delivery

• Results are delivered electronically to your secure BioHealthcare Hub™ portal account via registered email notification.
• Turnaround times provided are estimates only and may vary due to laboratory capacity, quality control requirements, or factors outside our control.
• Results are retained in your Hub portal in accordance with our Privacy Policy and applicable data retention obligations.
• Our services are not a substitute for clinical diagnosis, medical advice, or treatment. We strongly recommend consulting a qualified, registered healthcare professional regarding your results.

7. Limitation of Liability

7.1 Liability Cap

To the fullest extent permitted by applicable law, BioHealthcare Hub's total aggregate liability in connection with any service shall not exceed the total amount paid by you for that specific service.

7.2 Excluded Losses

We exclude all liability for indirect, consequential, incidental, or special losses, including but not limited to: loss of profit, loss of data, loss of opportunity, loss of goodwill, or any loss arising from reliance on test results without appropriate professional medical consultation.

7.3 Non-Excludable Liability

Nothing in these Terms limits or excludes liability for: death or personal injury caused by our proven negligence; fraud or fraudulent misrepresentation; any liability that cannot be excluded by law in the applicable jurisdiction.

7A. Test Results — Nature, Interpretation & Reliance

7A.1 Nature of All Test Results

All test results provided by BioHealthcare Hub™ — including (without limitation) blood biomarker profiles, gut microbiome analyses, DNA and genetic reports, and multi-cancer early detection results — are produced for personal wellness, health awareness, and informational purposes only. Results are not medical diagnoses, not clinical opinions, and not treatment recommendations. Results must always be interpreted by a qualified, registered healthcare professional in the context of your medical history, symptoms, other investigations, and clinical examination.

7A.2 Inherent Limitations of All Tests

You acknowledge and accept that no laboratory test is 100% accurate in all circumstances and that every test we offer is subject to the possibility of both false positive and false negative results. False positive results (the test indicates a finding where none is clinically present) and false negative results (the test fails to identify a finding that is clinically present) can and do occur for reasons including, without limitation: biological variability; sample quality, handling, or transit conditions; the intrinsic sensitivity and specificity of the underlying assay; interference from medication, supplements, recent illness, infection, or inflammation; hormonal changes; diet and hydration status; timing of sample collection; and limits of current scientific knowledge. A normal, negative, or "no signal detected" result does not rule out disease. An abnormal, positive, or "signal detected" result does not confirm disease. Clinical confirmation by appropriate diagnostic procedures is always required.

7A.3 Results Are a Snapshot in Time

All test results reflect a single point-in-time measurement of the biological sample provided on the date of collection. They do not predict future health outcomes, do not monitor disease progression, and may not reflect your current state at the time you read them. Biological markers, microbiome composition, and DNA expression can change. Testing history should not be treated as an ongoing health record.

7A.4 User Responsibility for Acting on Results

You are solely responsible for any decisions, actions, or inactions taken on the basis of, or in reaction to, your test results. In particular, you acknowledge and agree that:

• You will not delay seeking medical attention, investigation, or treatment for any sign, symptom, or concern on the basis that your BioHealthcare Hub™ result was normal, negative, or indicated "no signal detected";
• You will not alter, discontinue, or begin any medication, supplement, treatment, or lifestyle intervention on the basis of a result without first consulting a licensed healthcare professional;
• You will continue to participate in all routine screening programmes (including NHS or equivalent national cancer, cardiovascular, and other health screening) as recommended by your GP or specialist, regardless of what any BioHealthcare Hub™ test indicates;
• You will seek prompt professional clinical evaluation if a result indicates a finding requiring follow-up, or if you experience any symptoms of concern irrespective of your result;
• You will not rely on a BioHealthcare Hub™ result as evidence that you do, or do not, have any particular condition, for any medical, insurance, employment, legal, or other purpose.

7A.5 No Liability for Reliance on Results

To the fullest extent permitted by applicable law, and without limiting the general liability provisions in Section 7, BioHealthcare Hub™ shall not be liable for any loss, damage, injury, delayed diagnosis, missed diagnosis, misdiagnosis, psychological distress, financial loss, or any other adverse outcome of any kind, whether direct or indirect, arising from:

• Any action you take, or fail to take, in reliance on a test result;
• Any interpretation or misinterpretation of a result by you, a family member, or any third party who is not a licensed healthcare professional formally engaged to review your result;
• Any false positive, false negative, inconclusive, uninterpretable, or equivocal result, whether arising from the inherent limits of the assay or from sample- or transit-related factors;
• Any decision not to follow up on an abnormal result with appropriate clinical investigation;
• Any decision to discontinue, delay, or decline routine national screening programmes, periodic medical check-ups, or recommended investigations on the basis of a BioHealthcare Hub™ result;
• Any delay in receiving a result, including delays caused by laboratory capacity, sample rejection, re-draw requirements, carrier or courier delay, or events outside our reasonable control.

7A.6 Third-Party Laboratories & Technologies

Certain tests, including our Cancer BioCare™ multi-cancer early detection service, are delivered using technologies, assays, and laboratory services supplied, developed, operated, or licensed by independent third parties (including, for Cancer BioCare™, GRAIL, Inc. and its affiliates, the developer of the Galleri® test). Where a third-party technology or laboratory is used:

• The performance characteristics, limitations, and regulatory status of the underlying test are determined by the third party, not by BioHealthcare Hub™;
• We make no independent warranty as to the accuracy, sensitivity, specificity, positive or negative predictive value, or clinical utility of the underlying third-party test beyond that which the third party itself publishes;
• Changes made by the third party to the underlying test (including changes to methodology, reporting format, reference ranges, or regulatory classification) may affect results and reports delivered through our services, without liability to BioHealthcare Hub™;
• Our liability in respect of such tests is limited as set out in Section 7 and in the relevant service-specific disclaimer.

7A.7 Your Express Acknowledgment

By ordering, activating, or using any BioHealthcare Hub™ test, and in particular the Cancer BioCare™ service, you expressly acknowledge that you have read, understood, and accepted the limitations set out in this Section 7A, in the Medical Disclaimer (Doc 12), and where relevant in the Cancer Screening Disclaimer (Doc 14). You confirm that you are ordering the test for personal wellness insight and early awareness, and not as a substitute for medical care, regulated diagnostic testing, or national screening.

8. Intellectual Property

8.1 Ownership

All content on our website, Hub portal, reports, and associated materials — including text, graphics, logos, software, algorithms, report formats, and all brand names including BioHealthcare Hub™, KnowMyGut™, Cancer BioCare™, and MyDNA™ — is the exclusive intellectual property of BioHealthcare Hub™ or its duly licensed third-party partners.

You may not reproduce, distribute, sublicense, or commercially exploit any such content without our prior explicit written consent. Unauthorised use constitutes an infringement of our intellectual property rights and may result in legal action.

8.2 Reports — Design, Layout & Format

BioHealthcare Hub™ reserves the absolute and ongoing right, at our sole discretion and without prior notice to you or any other party, to revise, redesign, restructure, rebrand, or otherwise alter the look, feel, layout, visual design, formatting, typography, colour scheme, presentation, structure, section ordering, wording, graphics, charts, data visualisations, explanatory content, and overall appearance of our test reports. This applies to all report formats, including (without limitation) PDF reports, Hub portal result views, printed materials, and any accompanying summary, interpretation, or educational content.

Such changes may be made for any reason we consider appropriate, including but not limited to design improvements, scientific or clinical updates, regulatory compliance, operational efficiency, commercial or branding decisions, accessibility enhancements, and internal testing, experimentation, or optimisation (including A/B testing and iterative design trials). We are under no obligation to: (a) maintain any particular version, format, or appearance of a report; (b) provide advance warning of changes; (c) notify you once a change has been made; or (d) retain or provide access to prior versions.

All intellectual property rights in every version, iteration, design, and layout of our reports — whether historical, current, or future, and whether produced during testing or released generally — remain the exclusive property of BioHealthcare Hub™ and its licensors. No change to report appearance, format, or content grants you any right, licence, or interest in the modified material, nor diminishes or limits our rights in any prior version. Reports already issued to you remain valid results of the testing performed, notwithstanding any subsequent changes to report design, layout, or presentation.

9. Governing Law & Jurisdiction

These Terms are governed by the laws of the applicable jurisdiction as follows:

10. Subcontractor Services Disclaimer

10.1 Use of Independent Healthcare Practitioners

BioHealthcare Hub™ may, from time to time, engage independent third-party healthcare practitioners, nurses, phlebotomists, and service providers ("Subcontractors") to deliver certain elements of its services, including but not limited to:

• Blood sample collection (phlebotomy services);
• Biological sample collection, including gut microbiome and DNA collection kits;
• General wellbeing or bio-based guidance and client-facing support.

10.2 Independent Contractor Status

All Subcontractors engaged by BioHealthcare Hub™:

• Operate as independent practitioners in their own right;
• Are not employees, agents, partners, or representatives of BioHealthcare Hub™ or BioHealthcare Group in any capacity;
• Act under their own professional responsibility, licensing, indemnity insurance, and clinical judgment where applicable.

BioHealthcare Hub™ acts solely as a platform and facilitator connecting users with testing services and related support. Nothing in the relationship between BioHealthcare Hub™ and any Subcontractor creates an employment, agency, or partnership relationship.

10.3 No Clinical Responsibility or Liability

To the fullest extent permitted by applicable law in each jurisdiction in which we operate, BioHealthcare Hub™ does not accept responsibility or liability for:

• Any act, omission, error, or conduct of any Subcontractor;
• Any advice, guidance, communication, or recommendation provided by a Subcontractor;
• Any injury, harm, adverse event, or loss arising during or after sample collection carried out by a Subcontractor;
• Any interpretation, explanation, or discussion of test results provided by a Subcontractor.

10.4 No Medical Advice from Subcontractors

Any information, guidance, or communication provided by Subcontractors in connection with BioHealthcare Hub™ services:

• Does not constitute medical advice;
• Does not constitute a clinical diagnosis or treatment recommendation;
• Must not be relied upon as a substitute for consultation with a qualified, registered medical doctor or specialist.

Users are strongly advised to consult their own physician, GP, or healthcare provider before making any health-related decision based on information received from a Subcontractor.

10.5 Professional Standards & Vetting

BioHealthcare Hub™ takes reasonable steps to engage appropriately qualified and experienced Subcontractors. However:

• The Company does not guarantee the performance, accuracy, conduct, or continued accreditation of any Subcontractor;
• Each Subcontractor remains solely and exclusively responsible for maintaining their own appropriate professional licensing, indemnity insurance, and regulatory compliance;
• BioHealthcare Hub™ does not audit, supervise, or direct the clinical judgment or professional decisions of any Subcontractor.

10.6 User Acknowledgement

By using BioHealthcare Hub™ services, you expressly acknowledge and agree that:

• Certain services may be delivered by independent third-party practitioners who are not employed by BioHealthcare Hub™;
• BioHealthcare Hub™ is not the provider of clinical services and does not hold itself out as a clinical service provider;
• Any interaction with a Subcontractor occurs directly between you and that independent provider;
• BioHealthcare Hub™ shall have no liability for any claim, loss, or damage arising from any interaction with, or service delivered by, a Subcontractor;
• You have read and understood this disclaimer in full prior to using our services.

10.7 Regulatory Positioning

Depending on your location, Subcontractors may operate under applicable professional and data protection regulations, including but not limited to:

Users are responsible for satisfying themselves that any Subcontractor holds the appropriate qualifications and regulatory standing for the services being delivered in their local jurisdiction.

11. Modifications to These Terms

We reserve the right to update, amend, or replace these Terms at any time. Where changes are material, we will provide notice by email to your registered address and by prominent display on our website. Your continued use of our services following notification of changes constitutes your acceptance of the revised Terms. If you do not accept the revised Terms, you must discontinue use of our services.

This Acceptable Use Policy ("AUP") governs how you may access and use BioHealthcare Hub™'s platform, services, Hub portal, and results infrastructure. By using our services, you agree to comply with this AUP in full. Violation may result in immediate suspension of your account and/or legal action.

1. Permitted Use

BioHealthcare Hub™'s platform, services, and Hub portal are provided for your personal, non-commercial wellness and health management use only. You agree to use our services solely for lawful purposes and in full accordance with these Terms and all applicable laws in your jurisdiction.

Permitted uses include: ordering personal health tests, viewing and downloading your own results, managing your profile and preferences, and sharing your results with a healthcare professional of your choosing.

2. Prohibited Activities

Sample & Identity Misuse

• Submitting biological samples belonging to another person without their explicit, documented, informed consent;
• Creating multiple accounts, misrepresenting your identity, or providing false personal information at any stage;
• Impersonating any person, healthcare professional, or entity;
• Ordering tests on behalf of minors without valid parental or guardian consent and disclosure.

Platform & Technical Misuse

• Attempting to circumvent, reverse-engineer, decompile, or tamper with our platform, API, or laboratory systems;
• Introducing malicious code, viruses, trojans, or any other harmful software into our systems;
• Using automated tools (bots, scrapers, crawlers, scripts) to access our platform without prior written authorisation;
• Attempting to access, probe, or test the security of our systems without authorisation;
• Attempting to access another customer's account, data, results, or personal information.

Commercial & Regulatory Misuse

• Using our services for any clinical, diagnostic, insurance underwriting, or regulatory purpose without our express written authorisation;
• Using results for employment screening, background checks, or any discriminatory purpose;
• Reproducing, sublicensing, or commercially exploiting any BioHealthcare Hub™ content, reports, algorithms, or branded materials;
• Reselling, redistributing, or repackaging our test kits or services without authorisation.

Content & Data Misuse

• Sharing, selling, or publishing test results in a manner that identifies or could reasonably identify another individual without their consent;
• Transmitting harmful, offensive, defamatory, fraudulent, or unlawful content via our platform or communications;
• Using our platform to facilitate or enable any unlawful activity under applicable law.

3. Enforcement & Consequences

Any actual or suspected breach of this Acceptable Use Policy may result in:

• Immediate suspension or permanent termination of your account without notice;
• Cancellation of all pending orders, without refund where the breach has caused loss to the Company;
• Referral to relevant law enforcement or regulatory authorities;
• Legal proceedings to recover damages or seek injunctive relief.

BioHealthcare Hub™ reserves all legal rights and remedies in connection with any breach of this AUP. We may cooperate with law enforcement authorities where required by applicable law.

1. Accuracy of Information

Whilst BioHealthcare Hub™ endeavours to ensure that information on this website is current, accurate, and complete, we make no warranty or representation to that effect. Information may be changed or updated without notice. We recommend that you independently verify any information before acting upon it.

BioHealthcare Hub™ shall not be liable for any loss or damage arising from your reliance on information contained on this website, including but not limited to: errors or omissions in the content; interruptions, delays, or failures in transmission; or viruses or other malicious code.

2. No Professional Advice

Nothing on this website constitutes, or is intended to constitute:

• Medical advice — including advice on diagnosis, treatment, medication, or clinical management of any health condition;
• Legal advice — including advice on your specific legal rights or obligations;
• Financial advice — including advice on investment, insurance, or financial planning;
• Nutritional or dietary advice specific to your individual health situation.

Always seek the advice of a qualified professional for any matter where specialist expertise is required.

3. Third-Party Links & Content

Our website may contain links to third-party websites, resources, or services operated by parties other than BioHealthcare Hub™. These links are provided for your convenience only. We have no control over the content, privacy practices, or policies of any linked third-party sites and do not endorse or accept responsibility for them.

We recommend that you review the privacy policy and terms of any third-party site you visit through links on our website. BioHealthcare Hub™ is not responsible for any content, products, services, or information provided by third-party sites.

4. Website Availability

BioHealthcare Hub™ does not guarantee that this website or our Hub portal will be available at all times, or that access will be uninterrupted or error-free. We reserve the right to suspend, restrict, or terminate access to all or part of the website at any time without notice for operational, technical, or security reasons.

We accept no liability for any loss or inconvenience caused by unavailability of the website or Hub portal, howsoever arising.

5. Intellectual Property

All content on this website — including text, images, logos, trade marks, brand names (BioHealthcare Hub™, KnowMyGut™, Cancer BioCare™, MyDNA™, Eat IQ™), graphics, design, and software — is the property of BioHealthcare Hub™ or its licensors and is protected by applicable intellectual property laws worldwide.

You may view and print content from this website for your own personal, non-commercial use only. Any other reproduction, distribution, modification, or commercial exploitation requires prior written consent from BioHealthcare Hub™.

BioHealthcare Hub™ operates across six jurisdictions globally. This notice sets out the governing law, key regulatory frameworks, and dispute resolution mechanisms applicable to customers in each region.

1. Jurisdiction Summary

2. United Kingdom Regulatory Detail

UK customers are served by our London headquarters at Broadgate Tower, 12th Floor, 20 Primrose Street, London EC2A 2EW. Our services are subject to MHRA guidance on consumer health testing. We are registered with the ICO as a Data Controller.

The Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 apply to all UK customer contracts. Any UK customer dispute not resolved through our complaints process may be referred to an approved Alternative Dispute Resolution (ADR) provider.

3. United States Regulatory Detail

New York

Our New York office at Rockefeller Center, 45 Rockefeller Plaza, New York, NY 10111 serves US customers. NY customers are protected by the NY SHIELD Act, the NY Civil Rights Law (genetic privacy), and applicable FTC consumer protection rules.

Florida

Our Florida office at 6735 Conroy Road, Suite 231, Orlando, FL 32835 serves Florida-based and South-Eastern US customers. Florida's Genetic Privacy Act (§ 760.40) provides additional protections for genetic data.

Additional State Rights

Residents of California (CCPA/CPRA), Virginia (VCDPA), Colorado (CPA), Connecticut (CTDPA), and other states with comprehensive privacy laws have additional statutory rights. Contact our privacy team for state-specific details.

4. European Union & Ireland

Our EU Headquarters at 70 Northumberland Road, Ballsbridge, Dublin, D04 VH66, Ireland serves all EU-based customers. EU customers benefit from full EU GDPR protections, the EU Consumer Rights Directive, and the Irish Consumer Rights Act 2022.

Our lead supervisory authority is the Data Protection Commission (DPC) of Ireland. EU customers may file complaints with any EU member state's data protection authority.

5. Italy Regulatory Detail

Italian customers are served by our office at Via Principe Tommaso 2/f, 10125, Torino, Italy. Processing complies with the EU GDPR, Italian Legislative Decree 196/2003 (as amended), and the Italian Consumer Code (D. Lgs. 206/2005). The competent supervisory authority is the Garante per la Protezione dei Dati Personali.

6. Dubai & UAE Regulatory Detail

UAE customers are served by our Dubai office at The Meydan Hotel, Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, UAE. Our services comply with UAE Federal Decree-Law No. 45 of 2021 on Personal Data Protection and Dubai Health Authority (DHA) regulations governing health data and consumer testing services.

1. Use of Independent Healthcare Practitioners

Who May Deliver Services

BioHealthcare Hub™ ("the Company", "BioHealthHub™") may, from time to time, engage independent third-party healthcare practitioners, nurses, phlebotomists, and service providers ("Subcontractors") to deliver certain elements of its services, including but not limited to:

• Blood sample collection (phlebotomy services);
• Biological sample collection, including gut microbiome and DNA collection kits;
• General wellbeing or bio-based guidance and client-facing support.

The engagement of Subcontractors is at BioHealthcare Hub™'s sole discretion and may vary by location, service type, and availability. Where a service is delivered by a Subcontractor, we will endeavour to make this clear at the point of booking or service delivery where practicable.

2. Independent Contractor Status

Not Employees or Agents

All Subcontractors engaged in connection with BioHealthcare Hub™ services:

• Operate as independent practitioners in their own right and on their own account;
• Are not employees, agents, partners, directors, or representatives of BioHealthcare Hub™ or BioHealthcare Group in any capacity whatsoever;
• Act entirely under their own professional responsibility, licensing, indemnity insurance, and clinical judgment where applicable;
• Are not subject to the direction, supervision, or control of BioHealthcare Hub™ in respect of how they deliver their professional services.

BioHealthcare Hub™ acts solely as a platform and facilitator connecting users with testing services and related support. Nothing in the relationship between BioHealthcare Hub™ and any Subcontractor creates or implies an employment, agency, franchise, joint venture, or partnership relationship.

3. No Clinical Responsibility or Liability

Scope of Exclusion

To the fullest extent permitted by applicable law in each jurisdiction in which BioHealthcare Hub™ operates, the Company does not accept responsibility or liability for:

• Any act, omission, error, negligence, or misconduct of any Subcontractor;
• Any advice, guidance, communication, or recommendation provided by a Subcontractor in the course of, or following, service delivery;
• Any injury, harm, adverse event, complication, or loss arising during or after sample collection or any other service carried out by a Subcontractor;
• Any interpretation, explanation, summary, or discussion of test results provided by a Subcontractor;
• Any failure by a Subcontractor to maintain appropriate qualifications, registrations, or insurance.

Non-Excludable Liability

Nothing in this disclaimer excludes or limits liability for death or personal injury caused by the Company’s own proven negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded in the applicable jurisdiction.

4. No Medical Advice from Subcontractors

Nature of Subcontractor Communications

Any information, guidance, or communication provided by Subcontractors in connection with BioHealthcare Hub™ services:

• Is not medical advice, and must not be treated as such;
• Does not constitute a clinical diagnosis, prognosis, or treatment recommendation;
• Does not constitute the practice of medicine, nursing, or any regulated healthcare profession on behalf of BioHealthcare Hub™;
• Must not be relied upon as a substitute for consultation with a qualified, registered, and insured medical doctor or specialist.

5. Professional Standards & Vetting

Our Reasonable Steps

BioHealthcare Hub™ takes reasonable steps to engage appropriately qualified, experienced, and vetted Subcontractors. Our vetting process may include verification of professional registration, qualifications, and relevant experience. However:

• The Company does not guarantee the ongoing performance, accuracy, conduct, competence, or regulatory standing of any Subcontractor;
• Each Subcontractor remains solely and exclusively responsible for maintaining their own:

• Appropriate professional licensing and registration with the relevant regulatory body;
• Adequate professional indemnity and public liability insurance;
• Compliance with all applicable regulatory, professional, and legal requirements in their jurisdiction;
• Continued competence and professional development.

• BioHealthcare Hub™ does not audit, supervise, or direct the clinical judgment or professional decisions of any Subcontractor at the time of service delivery.

6. User Acknowledgement

By Using Our Services You Confirm

By using BioHealthcare Hub™ services — including any service delivered in whole or in part by a Subcontractor — you expressly acknowledge and agree that:

• Certain services may be delivered by independent third-party practitioners who are not employed by, or agents of, BioHealthcare Hub™;
• BioHealthcare Hub™ is not the provider of clinical services and does not hold itself out as a clinical service provider;
• Any interaction with a Subcontractor takes place directly between you and that independent provider;
• BioHealthcare Hub™ shall have no liability for any claim, loss, damage, or harm arising from any interaction with, or service delivered by, a Subcontractor;
• You are responsible for raising any concerns about a Subcontractor’s conduct directly with the relevant professional regulatory body;
• You have read and understood this disclaimer in full prior to using our services.

7. Regulatory Positioning

Applicable Regulations by Jurisdiction

Depending on your location, Subcontractors may operate under applicable professional and data protection regulations. Users are responsible for ensuring they understand the relevant local healthcare frameworks. Applicable regulations may include:

Users are responsible for satisfying themselves that any Subcontractor holds the appropriate qualifications, regulatory standing, and insurance for the services being delivered in their local jurisdiction. If you have any doubt about a Subcontractor’s credentials, please contact us before proceeding.

8. Reporting Concerns

How to Report a Subcontractor Issue

If you have any concern about the conduct, competence, or behaviour of a Subcontractor engaged in connection with BioHealthcare Hub™ services, please:

• Contact our Customer Services team immediately at [email protected];
• Contact our Complaints team for formal escalation at [email protected];
• Report serious professional conduct concerns directly to the relevant regulatory body in your jurisdiction (see Section 7 above);
• In the event of any injury or medical emergency, contact your local emergency services immediately.

1. Data Controller

Who Controls Your Data

BioHealthcare Hub™ is the Data Controller for personal data collected from customers in the United Kingdom and the European Union. Our EU Representative is based at our Dublin, Ireland office. For US customers, BioHealthcare Hub™ operates as a Business under applicable state and federal privacy laws.

Our Data Protection Officer (DPO) can be contacted at: [email protected]

2. Data We Collect

Categories of Personal Data

3. Legal Basis for Processing

• Contract Performance: Processing necessary to fulfil your test order and deliver results through the Hub.
• Explicit Consent: Required for all genetic data, health data, and any optional research participation.
• Legal Obligation: Compliance with applicable regulatory, tax, and reporting requirements in each jurisdiction.
• Legitimate Interests: Fraud prevention, platform security, and service quality improvement — balanced against your rights.

4. Data Retention

5. Data Sharing

Who We Share Data With

We share your personal data only with:

• UKAS / CAP-accredited laboratories for sample analysis, under strict Data Processing Agreements;
• Payment processors (PCI-DSS compliant) for transaction handling;
• Cloud infrastructure providers for secure data hosting (ISO 27001 / SOC 2 certified);
• Regulatory and supervisory bodies where disclosure is required by applicable law;
• Healthcare professionals only where you have explicitly requested a referral or consultation.

6. International Transfers

Where personal data is transferred outside the UK or EEA, we ensure appropriate safeguards are in place, including:

• UK International Data Transfer Agreements (IDTAs) for transfers from the UK;
• EU Standard Contractual Clauses (SCCs) for transfers from the EEA;
• Applicable adequacy decisions where recognised by the relevant authority;
• Binding Corporate Rules (BCRs) where applicable to group transfers.

All UAE and US transfers are governed by appropriate, jurisdiction-specific transfer mechanisms.

7. Your Rights

Data Subject Rights

Subject to applicable law in your jurisdiction, you have the right to:

• Access — request a copy of all personal data we hold about you (Subject Access Request);
• Rectification — correct any inaccurate or incomplete personal data;
• Erasure — request deletion of your data ("right to be forgotten"), subject to legal retention obligations;
• Restriction — request that we temporarily stop processing your data in certain circumstances;
• Portability — receive your data in a structured, commonly used, machine-readable format;
• Objection — object to processing based on legitimate interests or for direct marketing;
• Withdraw Consent — at any time, without affecting the lawfulness of prior processing;
• Supervisory Authority Complaint — lodge a complaint with your applicable data protection authority (see GDPR Notice).

To exercise any right, contact: [email protected]
We will respond within 30 days of receiving a valid request.

1. UK GDPR Compliance

Regulatory Framework

For customers in the United Kingdom, BioHealthcare Hub™ complies with the UK General Data Protection Regulation (UK GDPR) as retained in UK law by the European Union (Withdrawal) Act 2018, and the Data Protection Act 2018 (DPA 2018).

Our UK establishment is registered with the Information Commissioner's Office (ICO) and is headquartered at Broadgate Tower, 12th Floor, 20 Primrose Street, London EC2A 2EW.

ICO Registration

UK customers have the right to raise a complaint with the ICO at any time. The ICO can be contacted at ico.org.uk or by telephone on 0303 123 1113.

2. EU GDPR Compliance

Regulatory Framework

For customers across the European Union — including Ireland and Italy — BioHealthcare Hub™ complies with Regulation (EU) 2016/679 (the General Data Protection Regulation). Our EU Representative and EU Headquarters is located at 70 Northumberland Road, Ballsbridge, Dublin, D04 VH66, Ireland.

Lead Supervisory Authority

Our lead supervisory authority for EU GDPR purposes is the Data Protection Commission (DPC) of Ireland. EU customers may contact the DPC at dataprotection.ie.

3. Supervisory Authorities

4. Special Category Data — Enhanced Safeguards

Security Measures

• All biological samples and genetic data are processed exclusively in ISO 15189 and UKAS/CAP-accredited laboratories;
• Data is encrypted at rest using AES-256 and in transit using TLS 1.3+ at all times;
• Access is restricted to authorised laboratory and clinical staff only, all bound by strict confidentiality obligations;
• A Data Protection Officer (DPO) has been appointed: [email protected]
• Data Protection Impact Assessments (DPIAs) are conducted before all new processing activities involving health or genetic data;
• Annual third-party security audits are performed against ISO 27001 standards.

5. Italian Law Compliance

For customers in Italy, data processing additionally complies with Italian Legislative Decree No. 196/2003 (Personal Data Protection Code) as amended by Legislative Decree No. 101/2018, implementing the EU GDPR into Italian national law.

Our Italian office at Via Principe Tommaso 2/f, 10125, Torino, Italy serves customers in Italy under both EU GDPR and Italian national data protection law.

Our website and Hub portal use cookies and similar tracking technologies to ensure core functionality, personalise your experience, and — where you have consented — to measure performance and deliver relevant content. This policy explains every cookie we set, why we set it, and how you can control it.

1. What Are Cookies?

Cookies are small text files placed on your device by websites you visit. They enable websites to function correctly, remember your preferences between sessions, and provide analytical data to site operators. Similar technologies include web beacons, pixel tags, and local storage objects — all of which are covered by this policy.

2. Cookies We Use

3. Cookie Categories

Essential Cookies

These are strictly necessary for the website and Hub portal to function. They cannot be disabled. They do not collect any personal information that could be used for marketing purposes.

Functional Cookies

These allow us to remember your choices and provide enhanced, personalised features such as language preferences and region settings. They may be set by us or third-party providers whose services we have integrated.

Analytics Cookies

These help us understand how visitors interact with our website — which pages are visited most, where users come from, and how they navigate. All data is aggregated and anonymised. These cookies require your consent.

Marketing Cookies

These track your activity across websites and are used to deliver targeted advertisements relevant to your interests. They require your explicit consent and can be withdrawn at any time.

4. Managing Your Preferences

You may manage cookie preferences at any time via our Cookie Preference Centre, accessible from the link in our website footer. Essential cookies cannot be disabled. You may also:

• Configure your browser to refuse all or certain cookies;
• Delete cookies already stored on your device via your browser settings;
• Opt out of Google Analytics via the Google Analytics Opt-out Browser Add-on;
• Opt out of Facebook Pixel tracking via your Facebook ad settings.

Please be aware that disabling non-essential cookies may affect the functionality and personalisation of certain features within our website and Hub portal.

5. Legal Basis & Compliance

Essential cookies are placed on the basis of legitimate interests — they are necessary for the site to function as requested by you. All non-essential cookies (functional, analytics, and marketing) are placed only upon your explicit, informed consent, in full compliance with:

• UK Privacy and Electronic Communications Regulations (PECR);
• EU ePrivacy Directive (2002/58/EC) and proposed ePrivacy Regulation;
• EU GDPR and UK GDPR consent requirements;
• Applicable local digital privacy laws in each jurisdiction we operate.

1. Age Requirements

2. Ordering on Behalf of a Minor

Where a parent or legal guardian wishes to order a BioHealthcare Hub™ test for a minor under 18, the following requirements apply:

• The order must be placed by the parent or legal guardian using their own account and personal details;
• The parent or guardian must provide explicit written consent for the minor's participation at the time of order;
• Results will be delivered to the parent or guardian's account only;
• DNA testing for minors requires additional documented consent and is subject to enhanced review by our clinical team;
• BioHealthcare Hub™ reserves the right to decline orders for minors where appropriate consent documentation cannot be verified.

3. COPPA Compliance (USA)

In compliance with the Children's Online Privacy Protection Act (COPPA), BioHealthcare Hub™ does not knowingly collect, use, or disclose personal information from children under 13 in the United States without verifiable parental consent. Where we discover that personal data has been collected from a child under 13 without consent, we will delete such data promptly.

US parents may contact us at [email protected] to: review data collected about their child; request deletion of their child's data; or revoke any previously given consent.

4. UK Age-Appropriate Design Code (AADC)

BioHealthcare Hub™ adheres to the ICO's Age-Appropriate Design Code (Children's Code) for our UK digital services. This means we apply privacy-by-default settings for under-18 users, do not use techniques designed to encourage unnecessary data sharing, and do not profile children for commercial purposes.

1. Types of Communications We Send

2. How We Obtain Consent

Marketing consent is obtained only through clear, affirmative action — such as ticking an unchecked opt-in box. We do not:

• Use pre-ticked consent boxes;
• Bundle marketing consent with service terms acceptance;
• Infer consent from inactivity or account registration alone;
• Purchase, rent, or otherwise acquire third-party marketing lists.

All consent records are time-stamped and stored securely. You may request a copy of your consent record at any time.

3. Managing Your Preferences

How to Unsubscribe or Update Preferences

• Email: Click the "Unsubscribe" or "Manage Preferences" link in any marketing email — takes effect within 10 business days (legally within 10 days under CAN-SPAM; immediately under PECR);
• Hub portal: Visit Settings → Communication Preferences to manage all channels;
• Email us: [email protected] with subject: Unsubscribe;
• SMS: Reply STOP to any marketing text message.

Soft Opt-In (UK / EU)

Where permitted under UK PECR and EU ePrivacy rules, we may contact existing customers about similar products and services by email, using the "soft opt-in" exemption. You may opt out of this at any time using any of the methods above.

4. Regulatory Compliance

• UK PECR — Privacy and Electronic Communications Regulations 2003 (as amended)
• EU ePrivacy Directive — Directive 2002/58/EC
• US CAN-SPAM Act — 15 U.S.C. §7701 (commercial email)
• CASL — Canada's Anti-Spam Legislation (for Canadian recipients)
• GDPR / UK GDPR — consent standards for all direct marketing

1. What Is a Personal Data Breach?

A personal data breach is a security incident that leads to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, personal data transmitted, stored, or otherwise processed by BioHealthcare Hub™. This includes breaches affecting health data, genetic data, contact information, financial data, and account credentials.

2. Our Detection & Containment Process

3. Mandatory Regulatory Notifications

4. Notifying Affected Individuals

Where a breach is likely to result in a high risk to the rights and freedoms of individuals — particularly where health data, genetic data, or financial data is involved — we will notify affected individuals without undue delay. Our notification will include:

• A plain-English description of the nature of the breach;
• The categories and approximate number of individuals and records affected;
• The likely consequences of the breach;
• The measures we have taken or propose to take to address the breach;
• The name and contact details of our Data Protection Officer (DPO);
• Advice on steps you can take to protect yourself (e.g. changing passwords, monitoring accounts).

5. Reporting a Security Concern

If you suspect a security vulnerability, unauthorised access, or data breach affecting your BioHealthcare Hub™ account or our systems, please contact us immediately:

• Email: [email protected]
• DPO: [email protected]

We operate a responsible disclosure programme and will respond to all security reports within 24 hours.

1. Nature of Our Service

What We Are

BioHealthcare Hub™ is a consumer wellness and health-insights platform. Our tests are designed to provide individuals with meaningful information about their health markers, gut microbiome, and genetic makeup for personal wellness management and proactive health awareness.

What We Are Not

Our tests are not designed for — and must not be used for:

• Diagnosing any medical condition, disease, disorder, or illness;
• Monitoring, managing, or controlling any existing medical condition;
• Making clinical decisions regarding medication, surgery, or any other medical treatment;
• Replacing routine clinical laboratory tests ordered by a licensed physician or clinician;
• Assessing or screening for acute or emergency medical situations.

2. Accuracy & Limitations

Test Accuracy

While all laboratory analyses are conducted to the highest scientific standards in accredited facilities, no test is 100% accurate in all circumstances. Results may be influenced by factors outside our control including:

• Sample degradation during transit or incorrect storage prior to return;
• Interactions with current medications or supplements;
• Recent illness, infection, or acute stress at the time of sample collection;
• Hydration status, recent diet, or fasting state at the time of collection;
• Pre-existing medical conditions that may alter biomarker ranges.

Genetic Test Limitations

DNA and genetic results represent probabilistic assessments derived from population-level studies. A genetic predisposition identified in your results does not guarantee that you will develop any associated condition, nor does the absence of a predisposition indicator guarantee protection.

Gut Microbiome Limitations

Gut microbiome data represents a snapshot of your microbial profile at the specific moment of sample collection. The gut microbiome changes continuously in response to diet, environment, illness, medication, and lifestyle. Results should be interpreted in this temporal context.

3. Emergency Situations

Do not use BioHealthcare Hub™ test results as a basis for emergency health decisions. If any result causes you serious concern, contact your GP, physician, or a registered healthcare professional immediately.

4. Psychological Impact of Genetic Results

Some genetic results — including identified predispositions to certain heritable or chronic conditions — may carry significant psychological or emotional implications. We strongly recommend seeking qualified genetic counselling before or after receiving DNA results if you have any concerns about what your results may reveal.

BioHealthcare Hub™ can facilitate referrals to registered genetic counsellors upon request. Please contact our clinical support team at [email protected].

4.5 Consultations (Complimentary & Paid) Disclaimer

4.5.1 Nature of Consultations

BioHealthcare Hub™ may offer access to consultations with qualified healthcare professionals, practitioners, or advisors (each a "Consultation"), which may be provided:

• On a complimentary basis as a value-added service; or
• As a paid service, where explicitly stated at the time of booking.

All Consultations — whether complimentary or paid — are provided:

• As an informational and value-added service only;
• To assist with general understanding of your test results and health markers;
• For educational, wellness, and informational purposes only.

4.5.2 No Doctor–Patient Relationship

Whether complimentary or paid, participation in a Consultation does not establish a doctor–patient or clinician–patient relationship between you and:

• BioHealthcare Hub™;
• BioHealthcare Group; or
• Any practitioner engaged through or introduced by the platform.

A Consultation does not constitute ongoing medical care, clinical supervision, or medical treatment of any kind.

4.5.3 Independent Practitioners

Consultations may be delivered by independent third-party practitioners or qualified professionals operating under their own regulatory frameworks. All such practitioners:

• Are not employees or agents of BioHealthcare Hub™ or BioHealthcare Group;
• Act under their own professional responsibility, licensing, indemnity insurance, and regulatory obligations;
• Exercise their own independent professional and clinical judgment.

4.5.4 Scope of Consultation — Strict Limitation

All Consultations are strictly limited to:

• Explanation of test results, biomarkers, and health parameters;
• General health, lifestyle, and wellness discussion;
• Non-clinical, informational guidance.

Consultations expressly do not include:

• Medical diagnosis of any condition, disease, or disorder;
• Prescription or recommendation of medication or controlled substances;
• Clinical treatment plans, care pathways, or disease management;
• Management, monitoring, or oversight of any existing medical condition.

4.5.5 No Medical Advice

All information provided during a Consultation:

• Is general and informational in nature;
• Does not constitute medical advice, clinical diagnosis, or treatment;
• Must not be relied upon as a substitute for consultation with your own licensed physician, GP, or specialist.

4.5.6 Payment Does Not Alter Nature of Service

Where a Consultation is provided as a paid service:

• Payment relates solely to access, time, and professional input;
• Payment does not alter or elevate the nature of the Consultation into a regulated medical or clinical service;
• Payment does not create any duty of care, ongoing clinical relationship, or medical obligation beyond that expressly stated in these Terms;
• The same informational and non-clinical limitations apply equally to paid and complimentary Consultations.

4.5.7 User Responsibility

By participating in any Consultation, you acknowledge and agree that:

• You remain solely responsible for any decisions or actions taken based on or following a Consultation;
• You will seek independent medical advice from a qualified, licensed healthcare provider before making any medical decision, changing any medication, or taking any treatment-related action;
• BioHealthcare Hub™ bears no responsibility for any outcome, consequence, or loss arising from your participation in or reliance upon a Consultation.

4.5.8 No Liability

To the fullest extent permitted by applicable law in each jurisdiction, BioHealthcare Hub™ shall not be liable for:

• Any advice, opinions, statements, or recommendations made during a Consultation;
• Any misunderstanding, misinterpretation, or misapplication of information provided during a Consultation;
• Any direct, indirect, incidental, consequential, or special loss, injury, harm, or damage of any kind arising from reliance on a Consultation.

4.5.9 No Guarantee of Outcomes

BioHealthcare Hub™ makes no representations or warranties, express or implied, that:

• Any Consultation will lead to a specific health outcome or improvement;
• Any information provided will be complete, accurate, current, or applicable to your individual health circumstances;
• Any practitioner will reach any particular conclusion or recommendation.

1. Nature of Genetic Data

What Genetic Data Reveals

Genetic data derived from your BioHealthcare Hub™ DNA test may reveal information relating to your health predispositions, ancestry composition, pharmacogenomic responses, and biological relatives. By proceeding with a DNA test, you acknowledge and accept that:

• Results may reveal unexpected information about your biological heritage, ethnic background, or family relationships;
• Results may reveal biological relationships — including paternity, parentage, or previously unknown relatives — that may be emotionally significant;
• Genetic predispositions identified represent statistical risk levels; they are not guarantees of developing any condition;
• Your results may have implications for biological relatives who have not themselves been tested;
• You should consider seeking qualified genetic counselling before or after receiving results if you have any concerns.

2. Storage & Security of DNA Data

How We Protect Your Data

• Raw genetic data files are stored in encrypted, access-controlled, and independently audited secure environments (AES-256 at rest; TLS 1.3+ in transit);
• Access is restricted to a minimal number of authorised laboratory scientists and clinical staff, all operating under strict contractual confidentiality obligations;
• Physical biological samples (saliva) are permanently destroyed within 90 days of completed analysis, unless you have explicitly opted in to extended biobank storage;
• All third-party laboratory partners operate under Data Processing Agreements with explicit restrictions on secondary use of genetic data.

Who We Never Share Genetic Data With

Your genetic data will never be shared with:

• Insurance companies, brokers, or underwriters;
• Employers, recruitment agencies, or background-screening services;
• Law enforcement or government agencies, except where strictly required by applicable law and legally compelled;
• Pharmaceutical companies, biotech firms, or academic institutions without your specific separate consent.

3. Optional Research Participation

We may invite you to participate in anonymised, population-level genetic research programmes aimed at advancing public health knowledge. This is entirely voluntary and requires a separate, specific, explicit consent distinct from your test consent. You may withdraw from research participation at any time without any consequence to your account, services, or results. We will never share your identified genetic data for research purposes without your specific, recorded consent.

4. Requesting Genetic Data Deletion

Your Right to Erasure

You may request permanent deletion of your raw genetic data and processed genetic results at any time by contacting our dedicated genetics team at [email protected].

Upon receiving a valid deletion request:

• Raw genetic data files will be permanently and irreversibly deleted within 30 days;
• You will receive a written confirmation of deletion upon completion;
• Deletion is subject to any applicable legal, regulatory, or scientific retention obligations that may prevent immediate deletion;
• Deletion of genetic data does not affect your account, order history, or other non-genetic test results stored in your Hub.

5. US Genetic Privacy Compliance

For customers in the United States, BioHealthcare Hub™ complies with:

• GINA — the Genetic Information Nondiscrimination Act (Federal);
• New York Civil Rights Law §§ 48 and 79-l (genetic testing confidentiality);
• Florida Genetic Privacy Act (Florida Statutes § 760.40);
• FTC Guidelines for consumer genetic testing companies;
• All applicable state-level genetic privacy statutes in the jurisdictions we serve.

1. The Galleri® Test — What Cancer BioCare™ Uses

Cancer BioCare™ is delivered using the Galleri® multi-cancer early detection (MCED) test, developed and provided by GRAIL, Inc. and its affiliates ("GRAIL"). Galleri® is a laboratory-developed test that analyses cell-free DNA methylation patterns in a blood sample and uses a machine-learning classifier to indicate whether a cancer signal is present and, if so, to predict the most likely tissue or organ of origin.

BioHealthcare Hub™ provides the ordering, sample-collection, clinical-oversight, and result-delivery services around the Galleri® test. The underlying assay, its reagents, its analytical methodology, its performance characteristics, and its reporting standards are designed, validated, operated, and controlled by GRAIL. The limitations, caveats, and accuracy data set out in this Doc 14 are drawn from GRAIL’s publicly available clinical and product documentation, and may be updated by GRAIL from time to time.

2. What Cancer BioCare™ Is — and Is Not

2.1 What It Is

• A screening blood test designed to detect a DNA signal shared by more than 50 types of cancer;
• Intended for adults at elevated risk of cancer, typically those aged 50 and over;
• Designed to be taken annually and in addition to routine single-cancer screening recommended by a healthcare professional (including mammography, cervical screening, bowel screening, and lung CT where eligible);
• A point-in-time measurement reflecting the sample provided on the date of collection.

2.2 What It Is Not

• It is not a cancer diagnosis, a confirmation of cancer, or a confirmation of the absence of cancer;
• It is not a replacement for NHS or equivalent national cancer-screening programmes, nor for clinical diagnostics such as biopsy, imaging, endoscopy, or colonoscopy;
• It has not been cleared or approved by the US Food and Drug Administration (FDA), the UK Medicines and Healthcare products Regulatory Agency (MHRA) as a medical device for diagnostic use, or any equivalent regulatory authority. It is offered as a laboratory-developed test (LDT) under GRAIL’s accreditation with the Clinical Laboratory Improvement Amendments (CLIA) and the College of American Pathologists (CAP);
• It is not a hereditary or genetic risk assessment and does not predict your future risk of developing cancer. It does not test for inherited cancer-predisposition genes such as BRCA1, BRCA2, Lynch syndrome variants, or similar;
• It is not intended to monitor treatment response, detect cancer recurrence, or replace follow-up care for individuals already diagnosed with cancer;
• It is not suitable for people who are pregnant, under 22 years old, or currently undergoing active cancer treatment.

3. Performance, Accuracy & Inherent Limitations

You acknowledge and accept the following published performance characteristics and limitations of the Galleri® test:

3.1 Published Performance Data

Based on GRAIL’s published clinical studies (including the PATHFINDER and CCGA programmes), the Galleri® test’s performance characteristics include, approximately:

• Around 99% of tested individuals in the intended-use population receive a "No Cancer Signal Detected" result;
• Around 1% receive a "Cancer Signal Detected" result;
• Of those with a Cancer Signal Detected result, approximately 62% are subsequently confirmed to have cancer on diagnostic follow-up (positive predictive value, or PPV);
• Approximately 0.4% false positive rate in individuals without cancer;
• Approximately 93% accuracy in predicting the tissue or organ of origin of a detected cancer signal.

These figures are population-level estimates derived from clinical studies. Your individual result carries its own uncertainty and cannot be treated as a guarantee of the underlying clinical truth. Published performance data may be superseded by updated GRAIL studies and should be treated as indicative rather than contractually warranted.

3.2 False Positives

A "Cancer Signal Detected" result does not confirm cancer. Around 38% of people receiving a Cancer Signal Detected result will ultimately be found not to have cancer on diagnostic follow-up. Follow-up investigations may include imaging, additional blood tests, biopsy, or specialist consultation, some of which carry their own risks, costs, inconvenience, and psychological burden. You acknowledge and accept these downstream consequences as an inherent feature of screening.

3.3 False Negatives & Undetectable Cancers

A "No Cancer Signal Detected" result does not rule out cancer. The Galleri® test does not detect all cancers, and not all cancers can be detected in the blood. In particular, and without limitation:

• Certain cancers shed very little cell-free DNA into the bloodstream and are therefore difficult or impossible to detect via this test, including — but not limited to — many brain cancers, most skin cancers, and early-stage breast and prostate cancers;
• Small or early-stage tumours of many other cancer types may also fall below the detection threshold;
• A test conducted on any given day may not detect a cancer that subsequently becomes detectable.

You must continue with every routine cancer-screening programme recommended by your healthcare provider, regardless of your Cancer BioCare™ result.

3.4 Inconclusive or Equivocal Results

In a minority of cases, a sample may return an inconclusive, uninterpretable, or equivocal result, or may fail laboratory quality control and require a re-draw. Where this occurs, BioHealthcare Hub™ will arrange one repeat collection at no additional laboratory charge. We accept no liability for inconvenience or delay arising from re-draw requirements.

3.5 Regulatory Status

As noted in Section 2.2, the Galleri® test has not been cleared or approved by the FDA, the MHRA, the European Medicines Agency (EMA), or any equivalent authority as a diagnostic medical device. It is offered as a laboratory-developed test. You acknowledge that you are purchasing the service on a private, informed-consent basis, and that no regulatory approval should be implied from the fact that the service is commercially available in your jurisdiction.

4. Understanding Your Result

4.1 "No Cancer Signal Detected"

This result means that the Galleri® test did not identify DNA methylation patterns in your sample that are characteristic of cancer. It is the expected result for approximately 99% of tested individuals. It does not mean you do not have cancer, and it does not mean you will not develop cancer in the future. You must continue with all clinician-recommended screening and seek medical attention for any symptoms of concern.

4.2 "Cancer Signal Detected"

This result means that the test identified DNA methylation patterns characteristic of cancer in your sample and has predicted the most likely tissue or organ of origin. It is not a diagnosis. Diagnostic follow-up by a qualified clinician is required and will typically involve imaging, further blood work, specialist referral, and potentially biopsy. Approximately 62% of people receiving this result will be confirmed to have cancer following diagnostic work-up. Our clinical team will contact you directly and will coordinate onward investigation.

4.3 Clinical Interpretation Only

Your report must be interpreted by a qualified, registered healthcare professional in the context of your full medical history, examination, and other investigations. You must not attempt to self-interpret your result, nor rely on interpretation by anyone other than a registered clinician.

5. Psychological & Emotional Considerations

Cancer-related results — particularly a Cancer Signal Detected result — can cause significant emotional distress, anxiety, and disruption, irrespective of whether cancer is ultimately confirmed. Even a No Cancer Signal Detected result can create false reassurance or, conversely, residual worry. Before taking the test, you should consider:

• Whether you are prepared, emotionally and practically, for the possibility of a Cancer Signal Detected result;
• Whether you have access to social, family, or professional support to help you process your result;
• The potential for invasive follow-up investigations (including biopsy) that may ultimately show no cancer is present.

BioHealthcare Hub™ offers clinical support to assist with interpretation and onward referral, and can facilitate access to registered counsellors or psychologists where appropriate.

6. Who Should Not Use This Service

Cancer BioCare™ is not suitable, and GRAIL does not recommend the Galleri® test, for individuals who:

• Are pregnant;
• Are under 22 years of age;
• Are currently undergoing active cancer treatment;
• Are looking for surveillance, monitoring, or recurrence testing following a prior cancer diagnosis (the test is not validated for that purpose);
• Are experiencing active symptoms of possible cancer — these individuals should consult their GP or a specialist immediately rather than relying on a screening test;
• Are seeking a hereditary/genetic cancer-risk assessment (see instead our DNA & Genetic Data Notice in Doc 13).

7. Express Acknowledgments & Limitation of Liability

By ordering, activating, or receiving a result from Cancer BioCare™, you expressly acknowledge and agree that:

• You have read, understood, and accepted this entire Cancer Screening Disclaimer and the related Medical Disclaimer (Doc 12), General Results clauses (Section 7A of Doc 01), and Subcontractor Services Disclaimer (Doc 05);
• You understand the test is a screening tool, not a diagnostic instrument, and you accept the inherent possibility of false positive and false negative results;
• You accept that a "No Cancer Signal Detected" result does not rule out cancer and that you will continue all recommended national screening and clinical follow-up;
• You accept that a "Cancer Signal Detected" result does not constitute a diagnosis and requires further clinical investigation, the nature, cost, and consequences of which are your responsibility (subject to any clinical support expressly included in your package);
• You will not delay seeking medical attention for any symptom or concern on the basis of any result from this test;
• You accept that the Galleri® test has not been cleared or approved by the FDA, MHRA, or any equivalent authority and is offered as a laboratory-developed test;
• You accept that the performance, methodology, and reporting of the Galleri® test are controlled by GRAIL and may change from time to time without liability to BioHealthcare Hub™;
• You release and hold BioHealthcare Hub™ harmless, to the fullest extent permitted by law, from any loss, damage, injury, delayed or missed diagnosis, misdiagnosis, psychological distress, or other adverse outcome arising from your reliance on — or failure to act on — any Cancer BioCare™ result, save for liability that cannot lawfully be excluded (including liability for death or personal injury caused by our proven negligence, or for fraud).

1. About Our Research Programme

BioHealthcare Hub™ conducts population-level, anonymised health research aimed at advancing scientific understanding of the relationship between blood biomarkers, gut microbiome composition, genetic variation, and human health outcomes. This research is conducted in collaboration with accredited academic and clinical research institutions.

All research is conducted in accordance with applicable ethical frameworks, including UK Health Research Authority (HRA) guidelines, the Declaration of Helsinki, EU GDPR Article 9 research provisions, and applicable US federal research regulations.

2. What Participation Involves

3. How Your Data Is Anonymised

Before any data is included in research datasets, it undergoes a strict anonymisation process that:

• Removes all direct identifiers (name, date of birth, contact details, address);
• Replaces your unique identifier with a randomly generated research code;
• Aggregates data at population level so that individual-level results cannot be re-identified;
• Is subject to independent review to confirm the robustness of anonymisation before use.

Re-identification of anonymised research data is strictly prohibited by contract for all research partners.

4. Your Right to Withdraw

You may withdraw from the research programme at any time, without giving any reason and without any consequence to your account, test services, or results. To withdraw:

• Email: [email protected] with subject line: Research Withdrawal
• Or update your research preferences in your Hub portal settings.

Following withdrawal, your data will be removed from future research datasets within 30 days. Data already incorporated into published or finalised anonymised research cannot be withdrawn, as it is no longer identifiable to you.

1. UK & EU Statutory Cancellation Rights

14-Day Cooling-Off Period

Under the UK Consumer Contracts Regulations 2013 and EU Consumer Rights Directive 2011/83/EU, you have the right to cancel your order within 14 calendar days of the date of purchase, without giving any reason, provided you have not activated your sample kit or submitted a biological sample to our laboratory.

When Cancellation Rights Are Extinguished

By activating your kit and submitting a biological sample to our laboratory, you explicitly acknowledge and consent to the service commencing before the end of the 14-day cancellation period. Once a sample is received and logged by our laboratory, your statutory cancellation right is extinguished under applicable law.

2. Refund Eligibility

3. How to Request a Refund or Cancellation

Contact Our Team

To cancel an order or request a refund, please contact our Customer Services team via one of the following methods:

• Email: [email protected] (include your order number and registered email)
• In writing: To your nearest regional office (see Contact & Offices document)

We aim to acknowledge all refund and cancellation requests within 2 business days. Approved refunds are processed to the original payment method within 14 days of written confirmation. We do not issue refunds to alternative payment methods or third-party accounts.

4. US Customer Rights

US customers — in both New York and Florida — have refund and cancellation rights consistent with applicable state consumer protection legislation, including the FTC's Mail, Internet, or Telephone Order Merchandise Rule.

Where a laboratory error results in a failed or inconclusive test for any US customer, BioHealthcare Hub™ will provide either a full retest at no additional cost or a complete refund of the test purchase price, at the customer's sole election.

5. Complaints Procedure

If you are not satisfied with the outcome of a refund or cancellation request, you may escalate your complaint formally:

• Email: [email protected]
• We will acknowledge formal complaints within 5 business days and aim to resolve them within 28 days.
• UK customers may refer unresolved disputes to an approved ADR provider or Trading Standards.
• EU customers may use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr

Definitions & Key Terms

The following definitions apply throughout this Shipping & Delivery Policy. Consistent use of these terms protects both parties and ensures clarity in all delivery-related matters.

Quick Reference Summary

The most important timings and requirements at a glance. Full details are provided in the numbered sections below.

1. Kit Dispatch & Delivery

Dispatch Timelines

Upon receipt of your confirmed order, your test kit will be prepared and dispatched within 2 business days, subject to stock availability. Orders placed after 13:00 (1pm) local time, or on non-business days (weekends and public holidays), will be processed on the following business day. You will receive an email confirmation with a tracking reference number once your kit has been dispatched.

If you do not receive a dispatch confirmation email within 3 business days of ordering, please contact our delivery team before assuming non-receipt.

Estimated Delivery Times

The following are estimates only and may be affected by public holidays, peak periods, customs processing for international orders, or other factors outside our control.

2. Test Result Turnaround Times

The following turnaround times apply from the point your biological sample is received and accepted at our accredited laboratory. These are estimates only and may vary due to laboratory capacity, quality control requirements, or factors outside our control. Result turnaround is entirely separate from, and additional to, kit delivery and sample transit time.

3. Shipping Costs

The following charges apply to kit delivery. Sample return postage is always free and a prepaid return label is included in every kit. All express charges are billed in the currency of the relevant region. Shipping costs shown are exclusive of any applicable local taxes or import duties, which remain the customer's responsibility.

4. Sample Return Instructions

Kit Activation — Do This First

Before collecting and posting your sample, you must activate your kit in your BioHealthcare Hub™ portal account. Log in at biohealthcarehub.com, go to My Kits, and enter your kit barcode. Samples received by the laboratory without a matching activated kit account cannot be processed and a retest will be required.

Returning Your Sample

Every BioHealthcare Hub™ kit includes a pre-paid, pre-addressed return envelope or box. Follow these steps precisely:

1. Activate your kit in the Hub portal before collecting your sample;
2. Read all collection instructions enclosed in the kit fully before beginning;
3. Collect your sample strictly following the enclosed instructions;
4. Seal your sample securely in the biohazard bag provided — ensure it is fully sealed;
5. Place the sealed biohazard bag inside the return packaging and seal securely;
6. Affix the pre-paid return label to the outer packaging, covering any previous labels;
7. Post the package immediately — the same day as collection — via the specified carrier;
8. Retain your proof of postage receipt until your results have been delivered.

Sample Storage & Temperature Guidance

Biological samples are highly sensitive. The following storage requirements apply between collection and posting:

• Blood samples — do not refrigerate. Keep at room temperature (15–25°C). Avoid direct sunlight and heat sources. Post immediately;
• Gut / stool samples — keep at room temperature. Do not freeze. Post immediately;
• DNA / saliva samples — keep at room temperature away from heat and direct light. Post immediately;
• Do not leave any sample in a vehicle, on a windowsill, or in any environment that may exceed 25°C;
• Do not freeze any sample unless explicitly instructed to do so in your kit insert.

If Your Prepaid Return Label Is Missing or Damaged

If the prepaid return label is absent from your kit or is damaged and cannot be used, do not post the sample. Contact our support team immediately so we can arrange a replacement label to be emailed to you. Do not use a personal postage label, as this may result in the sample being sent to an incorrect address.

Biohazard Packaging & Disposal

All unused collection materials, biohazard bags, and packaging should be disposed of in accordance with your local household waste guidelines. Do not place used biohazard bags in general household waste — seal them securely before disposal. Lancets and any sharp collection devices must be disposed of in an approved sharps container or returned to a local pharmacy for safe disposal.

5. Lost, Damaged, or Delayed Kits

Claim Notification Periods

To protect both parties, claims must be notified to us within the following timeframes. Claims raised outside these windows may not be accepted.

If Your Kit Does Not Arrive

If your kit has not arrived within 7 business days of the estimated delivery date, contact us with your order number. We will open a carrier investigation within 5 business days. If the kit is confirmed lost, we will dispatch a replacement at no additional cost. Do not attempt to replicate your order until confirmation of loss is received from us.

If Your Kit Arrives Damaged

Photograph the damage clearly before opening the package. Do not attempt to use the kit. Contact us within 48 hours of receipt with your photos and order number. A replacement will be dispatched within 2 business days of your confirmed report.

If Your Return Sample Is Lost in Transit

Where your return sample is confirmed lost by the carrier and you have retained your proof of postage, BioHealthcare Hub™ will dispatch a replacement kit at no charge so you may recollect. Proof of postage is essential — claims without it cannot be accepted. This is why Step 8 of the return instructions requires you to retain your receipt.

6. General Delivery Terms & Conditions

Title & Risk Transfer

Title and risk in the test kit passes to you upon dispatch from our fulfilment centre. From that point, BioHealthcare Hub™'s liability is limited to the price of the kit and the cost of delivery, except where a carrier loss or damage claim is upheld under Section 5.

Delivery Restrictions

BioHealthcare Hub™ reserves the right to restrict deliveries in certain areas or remove certain areas from our delivery schedule altogether. In the event of non-delivery due to area restrictions, our liability is limited to the price of goods not delivered and the cost of delivery.

Access & Availability for Delivery

You must notify us of any additional access requirements for delivery, such as building entry codes or other access information. It is your responsibility to ensure an appropriate person is available at the delivery address during the agreed delivery window. We may require a signature on delivery.

If no one is available when delivery is attempted, the goods will be retained by the courier. The courier will leave a notification card and contact you to rearrange redelivery or advise depot collection. All costs arising from failed delivery attempts and subsequent redelivery or collection are payable by the purchaser.

Refused Delivery

If you actively refuse to accept a delivery at the door, this will be treated as a failed delivery. You remain liable for all associated redelivery, storage, and return costs. Refused deliveries do not automatically entitle you to a refund — see our Refund & Cancellation Policy (Doc 09) for applicable terms.

Unattended Deliveries

If you instruct us or the courier to leave a delivery unattended at your address, BioHealthcare Hub™ expressly disclaims all liability arising from the delivery being left unattended, including but not limited to theft, tampering, temperature excursion, and biological contamination of kit materials.

Delivery with a Neighbour

Third-party couriers may occasionally leave a delivery with a neighbour. BioHealthcare Hub™ will not be liable for any loss of product or damage where a delivery has been left with a neighbour. If you are unable to retrieve your parcel from a neighbour within 24 hours, contact our support team.

Re-export & Onward Shipping Prohibition

Test kits and biological samples are subject to transport regulations including IATA Dangerous Goods Regulations for Category B biological substances (UN3373). You must not re-export, forward, or onward-ship any kit or biological sample to a third country or address other than the designated laboratory return address without our prior written consent. BioHealthcare Hub™ disclaims all liability — including for regulatory non-compliance — where a customer deviates from the prescribed return instructions or ships a sample via an unauthorised route.

Kit Validity & Expiry

All test kits carry an expiry date printed on the packaging. Kits must be used and samples collected before this expiry date. BioHealthcare Hub™ accepts no liability for invalid, unprocessable, or inaccurate results arising from the use of an expired kit or a kit stored in conditions outside those recommended in this policy or the kit insert. Expired kits are not eligible for retest at no cost.

7. Delivery Timing & Scheduling

Standard UK Delivery Window

Kits are usually delivered within 2 business days of dispatch, between 8am and 9pm. Standard delivery is free on all orders over £200 (or equivalent in the applicable local currency); a flat delivery charge of £4.99 applies to orders below this threshold. Some postcodes may have extended delivery times — contact our support team before ordering to confirm availability for your postcode.

Delivery Limits

Deliveries are limited to one delivery per day per household.

Christmas & New Year Period

The Christmas and New Year delivery period runs from 1 December to 14 January inclusive. During this period, a maximum of 2 kit deliveries may be booked per customer account. BioHealthcare Hub™ will not be liable for delays caused by third-party couriers during this period, which is classified as a peak operational period.

Other Peak Periods

Delivery estimates during other peak periods — including Black Friday, Easter, and regional public holiday periods — may be extended. We will publish notice of affected periods on our website where reasonably practicable. BioHealthcare Hub™ is not liable for delays caused by courier capacity during peak periods.

8. Order & Test at a BioHealthcare Hub Location

Clinic Availability

In-person ordering and testing at a BioHealthcare Hub™ clinic is available from selected locations only. To access this service, select the clinic option at checkout. We will provide full details of your nearest available location by email or telephone before confirming your appointment.

Tests Available at Clinic Locations

At present, blood testing services only are available at clinic locations. Gut microbiome (KnowMyGut™) and DNA testing (MyDNA™) kits can be collected from some clinic locations for home collection, but sample collection for these tests is performed by the customer. Cancer BioCare™ clinic availability varies by location — confirm at the time of booking.

What to Bring

• Your booking confirmation email or reference number;
• Valid photo identification (passport, driving licence, or national ID card);
• Your BioHealthcare Hub™ portal login details if applicable.

Appointment Cancellation & Rescheduling

Clinic appointments may be cancelled or rescheduled up to 24 hours before the appointment time without charge. Cancellations within 24 hours of the appointment, or no-shows, may incur a cancellation fee. Contact our clinic booking team at [email protected] to cancel or reschedule.

Accessibility

BioHealthcare Hub™ is committed to making clinic services accessible to all. If you have accessibility requirements, please advise us at the time of booking so we can ensure the selected clinic location can accommodate your needs. If a suitable accessible location is not available in your area, a full refund will apply.

Refunds for Unsatisfactory Locations

Should the available clinic location not be satisfactory for your needs, a full refund will be issued within 10 business days of your written request. Refunds are processed to the original payment method. See our Refund & Cancellation Policy (Doc 09) for full terms.

9. Failed Delivery, Address Changes & Availability

Failed Delivery Collection

The purchaser is liable for all additional costs arising from a failed delivery attempt, including redelivery fees or depot collection charges imposed by the courier. BioHealthcare Hub™ is not responsible for costs incurred because a customer was not present at the agreed delivery address.

Change of Delivery Address

You may change your delivery address during the payment process on our website. Changes cannot be accepted once a kit has been dispatched — if you need to redirect a dispatched kit, contact the carrier directly using the tracking reference provided. BioHealthcare Hub™ is not liable for delivery failures arising from an incorrect address submitted at the time of order.

Test Kit & Service Availability

All test kits and services are subject to availability and prevailing operational conditions. BioHealthcare Hub™ may limit kit quantities supplied to any one customer where, in our reasonable opinion, the quantity ordered jeopardises availability for other customers — particularly in relation to kits on promotional offer. In the event of non-availability of any test kit you have ordered, we will provide a full refund within 14 days.

Discontinued Tests or Unavailable Panels

If a specific test or panel is discontinued or becomes unavailable after your order is placed, we will contact you promptly. You will be offered either an equivalent substitute or a full refund. BioHealthcare Hub™ will not dispatch an alternative kit without your explicit agreement.

Incomplete or Incorrect Kits Received

We will always endeavour to supply complete and correct kits. If your kit is incomplete or contains incorrect materials, notify us within 5 business days of receipt. You will not be charged for missing or incorrect items. Our liability is limited to the price of the items not received or incorrectly delivered, plus the cost of delivery. See also Refund & Cancellation Policy (Doc 09).

1. How to Make a Complaint

Step 1 — Contact Customer Services

In the first instance, please contact our Customer Services team, who can resolve the majority of issues directly:

• Email: [email protected] (include your order number and a description of your concern)
• In writing: To your nearest regional office (see Contact & Offices)

We will acknowledge your contact within 2 business days and aim to provide a full response within 10 business days.

Step 2 — Formal Complaint

If you are not satisfied with the Customer Services response, you may escalate to a formal complaint:

• Email: [email protected]
• Please mark your email: FORMAL COMPLAINT
• Include: your full name, order number, the nature of your complaint, and what resolution you are seeking.

We will acknowledge formal complaints within 5 business days and aim to issue a final written response within 28 calendar days.

2. Complaints Timelines

3. External Escalation Routes

United Kingdom

• Alternative Dispute Resolution (ADR): If unresolved after our final response, UK customers may refer to an approved ADR scheme or the Retail ADR service.
• Trading Standards: Via Citizens Advice consumer helpline (0808 223 1133).
• Data complaints: Information Commissioner's Office (ICO) — ico.org.uk

European Union

• EU Online Dispute Resolution: ec.europa.eu/consumers/odr — for all EU customers.
• Data complaints (Ireland): Data Protection Commission — dataprotection.ie
• Data complaints (Italy): Garante per la Protezione dei Dati Personali — garanteprivacy.it

United States

• Federal Trade Commission (FTC): reportfraud.ftc.gov
• New York State Consumer Protection: ag.ny.gov/consumer-frauds
• Florida DBPR: myfloridalicense.com

UAE

• Dubai Consumer Protection: Dubai Economy & Tourism Department of Consumer Protection

BioHealthcare Hub™ operates globally from six registered offices. Please direct your enquiry to the most relevant regional office, or use one of our central contact email addresses below. All offices are open Monday to Friday during local business hours.

Global Office Locations

Key Contact Emails

Response Times

1. Our Organisation

BioHealthcare Hub™ is a consumer health testing company operating across the United Kingdom, USA, Ireland, Italy, and UAE, employing staff and engaging contractors across clinical, technical, logistics, and customer services functions. Our supply chain includes laboratory services, kit manufacturing, reagent suppliers, couriers, and technology providers.

2. Policies in Relation to Slavery

We maintain the following internal policies directly relevant to combating modern slavery and unethical labour practices:

• Supplier Code of Conduct — all suppliers must sign and adhere to our Supplier Code of Conduct, which prohibits forced labour, child labour, excessive working hours, and inadequate wages;
• Whistleblowing Policy — staff, suppliers, and contractors may report concerns confidentially without fear of retaliation;
• Recruitment Policy — we use only reputable recruitment agencies and conduct right-to-work checks for all employees and contractors in every jurisdiction;
• Anti-Bribery & Corruption Policy — we maintain strict controls against facilitation of any unethical practice.

3. Due Diligence & Supply Chain

Supplier Risk Assessment

We conduct risk assessments of our supply chain on an annual basis, with enhanced due diligence applied to suppliers operating in higher-risk geographies or sectors. Risk assessment criteria include:

• Geographic risk (country-specific modern slavery prevalence indices);
• Industry sector risk (manufacturing, logistics, laboratory reagent supply);
• Supplier size and transparency of labour practices;
• Sub-contracting arrangements and visibility of second-tier suppliers.

Contractual Requirements

All supplier contracts include specific clauses requiring compliance with applicable modern slavery, forced labour, and human rights legislation. Non-compliance is grounds for immediate contract termination.

4. Training & Awareness

All BioHealthcare Hub™ employees receive mandatory training on modern slavery awareness as part of their induction programme and annually thereafter. Procurement, HR, and operations staff receive enhanced training specific to their risk exposure.

5. Key Performance Indicators

We measure the effectiveness of our actions through:

• 100% of direct suppliers signed to our Supplier Code of Conduct;
• Annual modern slavery risk assessment completion rate for all tier-1 suppliers;
• Employee training completion rates (target: 100% annually);
• Number and resolution of whistleblowing reports related to labour practices.

1. Conformance Status

WCAG 2.1 Standard

Our website and Hub portal aim to conform to the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA. These guidelines explain how to make web content more accessible to people with disabilities. Conformance with these guidelines helps make the web more user-friendly for all people.

Current Status

We are partially conformant with WCAG 2.1 Level AA. Partial conformance means that some parts of the content do not fully conform to the accessibility standard. We are actively working to address all known issues as a matter of priority.

2. Legal Requirements

3. Known Limitations

Despite our best efforts, some content on our site may not yet fully meet WCAG 2.1 AA. Known limitations include:

• PDF reports: Some historical test result PDFs may not be fully navigable by screen reader. We are working to remediate all PDFs or provide accessible HTML alternatives by Q3 2025.
• Third-party embedded content: Some content embedded from third-party laboratory partners may not be fully accessible. We are engaging with these partners to improve standards.
• Interactive charts: Some data visualisations in the Hub portal may not be fully keyboard-navigable. Text-based data alternatives are available on request.
• Video content: Older video content may lack captions or audio descriptions. New video content is captioned as standard from January 2025.

4. Assistive Technology Compatibility

Our website and Hub portal are designed to be compatible with the following assistive technologies:

• Screen readers: NVDA, JAWS, VoiceOver (macOS/iOS), TalkBack (Android)
• Browser zoom up to 200% without loss of content or functionality
• Keyboard-only navigation throughout all core user journeys
• High contrast mode and operating system colour adjustments
• Voice control software: Dragon NaturallySpeaking, Voice Control (macOS/iOS)

5. Requesting Accessible Formats

If you need information on our website or Hub portal in a different format — such as accessible PDF, large print, easy read, audio recording, or braille — please contact us:

• Email: [email protected]
• Subject line: Accessibility Format Request

We will acknowledge your request within 2 business days and aim to provide the requested format within 10 business days.

Reporting Accessibility Problems

We welcome feedback about the accessibility of our website. If you experience any barrier not listed above, please contact us at [email protected]. We take all reports seriously and will investigate and address issues promptly.

Escalation

If you are not satisfied with our response, UK customers may contact the Equality Advisory and Support Service (EASS). EU/Irish customers may contact their national enforcement body. US customers may file a complaint with the US Department of Justice Civil Rights Division.