Terms and Conditions

Set Points Health – Customer Terms and Conditions

Last updated: 07/12/2025

 

1. About us

1.1. Set Points Health Ltd (“we”, “us”, “our”) is a company registered in England and Wales under company number 10534268. Our registered office and principal place of business is:
Set Points Health Ltd, Glasshouse, Alderley Park, SK10 4TG.

1.2. You can contact us by email at help@wetrackhealth.com.

1.3. These Terms and Conditions (“Terms”), together with our Privacy Policy, govern your use of our services and form the contract between you and us when you purchase services or products from Set Points Health.

1.4. By booking an appointment, purchasing a test, or using our services, you agree to be bound by these Terms. If you do not agree, you must not use our services.

 

2. Our services

2.1. We provide a range of health and wellness services, including but not limited to:

• Private GP consultations (in-person and remote)

• Preventative and longevity health assessments

• Blood tests and other laboratory diagnostics

• Bone density scanning, body composition analysis and VO₂max testing

• Minor surgical procedures within the scope of our clinic registration

• Weight-loss and metabolic services, including injectable treatments (such as GLP-1 medicines) where clinically appropriate

• Pharmacogenetic / pharmacogenomic testing

• Corporate health days, workplace screening and education

• Hotel and retreat-based health programmes and related services

2.2. We do not provide emergency medical services. In an emergency you must dial 999 or attend the nearest Accident & Emergency department.

2.3. Our services are intended to complement, not replace, NHS or other statutory healthcare. We recommend that you remain registered with an NHS GP.

2.4. Some services may be delivered directly by us; others may involve partner organisations, laboratories or clinicians. Where services are delivered through a corporate or hotel arrangement, additional contractual terms may apply.

 

3. Collecting personal information

3.1. To provide safe and effective care, we collect information about you such as your medical history, medications, family history, lifestyle and contact details.

3.2. You must ensure that all information you provide is accurate and complete. Failure to provide accurate information may affect the safety and usefulness of the service and may limit our ability to help you.

3.3. Further details about how we collect and use your information are set out in our Privacy Policy (which forms part of these Terms).

 

4. Products and services relating to testing

4.1. Many of our services include one or more diagnostic tests, such as:

• Blood tests and other laboratory analyses

• Pharmacogenetic / pharmacogenomic tests

• Imaging and measurements, including bone density, body composition and VO₂max testing

4.2. We may supply you with a test kit, or arrange for samples to be taken in-clinic or at a partner location.

4.3. Laboratory analysis is carried out by partner laboratories with appropriate accreditation (e.g. UKAS where applicable). We reserve the right to change our partner laboratories without notice.

4.4. By ordering a test and providing a sample, you give your informed consent for the sample to be analysed and for us to receive and store your results.

4.5. Certain tests, particularly pharmacogenetic tests, may involve laboratories or data processors outside the UK. We will ensure appropriate safeguards are in place.

 

5. Booking services and formation of contract

5.1. You may book services directly with us (e.g. via email, online forms or phone) or through partner organisations (such as corporate clients or hotels).

5.2. A contract between you and us is formed when we confirm your booking or order in writing (usually by email or message).

5.3. For test kits ordered remotely, the contract becomes effective when we accept your order and dispatch the kit.

5.4. We reserve the right to decline any booking or order at our discretion. If we cannot accept your order, any payment made will be refunded.

5.5. Services are available only to individuals aged 18 or over, or for children where a person with parental responsibility consents and where we agree to provide services for that child.

 

6. Prices, payment and validity

6.1. Prices for our services are provided at the time of booking, in written proposals or on our website. Prices may change, but changes will not affect bookings already confirmed.

6.2. Payment is usually due at the time of booking or as otherwise agreed (e.g. under a corporate contract). We accept major debit/credit cards and other payment methods as notified from time to time.

6.3. For test kits sent to you, the test is normally valid for 90 days from dispatch unless otherwise stated. If a sample is not returned within this period, the test may expire and no refund will be due.

6.4. Where payment is made via a corporate or hotel partner, your entitlement to services may be conditional on their agreement with us. Any additional services requested directly by you may be charged to you personally.

 

7. Appointment cancellations and refunds

This section covers consultations and clinical appointments, including private GP appointments, minor procedures, injectable treatments, scans and in-clinic blood tests.

7.1. If you wish to cancel or reschedule, you must contact us by email or phone.

7.2. Our standard cancellation policy for consultations and clinical appointments is:

• More than 48 hours before the appointment:

  • You may cancel or reschedule with no charge and are entitled to a full refund of any fees paid for that appointment.

• Between 24 and 48 hours before the appointment:

  • You may cancel, but we will retain 50% of the appointment fee and refund 50%.

• Less than 24 hours before the appointment or non-attendance (no-show):

  • No refund is payable and we may charge the full appointment fee.

7.3. These terms apply whether the appointment is in person or remote (phone/video). For corporate or hotel retreat bookings, separate cancellation terms may apply and will be set out in the relevant agreement or booking information.

7.4. If we need to cancel or reschedule an appointment (for example due to clinician illness or an event outside our control), we will offer an alternative appointment or a refund of any fees paid for that appointment. We are not liable for travel or other indirect costs.

 

8. Cancellations and refunds – test kits and laboratory services

8.1. You may cancel your order for a test kit:

• Before dispatch: full refund.

• After dispatch but within 30 days:

  • Test kits are generally non-returnable once dispatched, but if unused and returned in good condition, we may deduct a reasonable amount to cover the cost of the kit, postage and administration.

• After you have provided a sample or the 30-day period has expired:

  • No refund is normally available because laboratory processing will already have been initiated or completed.

8.2. If the kit is faulty or incomplete on arrival, we will send a replacement kit free of charge if you notify us within 14 days of receipt.

8.3. If the laboratory cannot process your sample due to collection issues (e.g. insufficient or clotted sample), we may at our discretion:

• send a replacement kit; or

• offer an in-clinic blood draw for an additional fee; or

• cancel and refund part of the service fee, taking into account costs already incurred.

8.4. Once test results have been released to you and any agreed report has been provided, no refund is available for that testing service, except where legally required or where we clearly fail to deliver the agreed service to a reasonable standard.

 

9. Reports, interpretation and limitations

9.1. Many of our services include a written report, commentary or discussion of your results.

9.2. The purpose of our reports and consultations is to help you understand your health and, where appropriate, to manage and treat medical conditions. However, results and reports:

• are based on the information and samples available at the time;

• may not identify all possible diseases or risks;

• can be affected by factors such as sample quality, timing, medications and underlying conditions.

9.3. Pharmacogenetic and longevity-related tests in particular have inherent scientific limitations. They provide information about risk and likely responses rather than definitive predictions or guarantees.

9.4. You are responsible for seeking further medical advice where recommended. We strongly advise you to discuss significant results with your NHS GP or relevant specialist.

 

10. Weight-loss injections and medicines

10.1. Weight-loss injections (e.g. GLP-1 medicines) and other prescription treatments are provided only:

• following appropriate assessment by a qualified prescriber; and

• if clinically suitable and not contraindicated.

10.2. No outcome can be guaranteed. Weight loss, metabolic improvement and other benefits depend on many factors including adherence, lifestyle changes and individual variability.

10.3. You must inform us immediately if you experience any side effects or if your circumstances change (e.g. pregnancy, new diagnosis, new medicines).

10.4. You must read and follow all written information provided with the medicine, including manufacturer’s patient information leaflets.

10.5. We may also offer intravenous (IV) infusions and intramuscular (IM) vitamin or mineral injections as part of certain health programmes, retreats or stand-alone services. These may include, for example, hydration, vitamin, mineral or amino acid formulations, where clinically appropriate.

10.6. All IV infusions and vitamin or mineral injections are provided only after an appropriate clinical assessment by a suitably qualified clinician. We may recommend or require blood tests or other investigations before treatment and may decline or postpone treatment if we consider it unsafe or inappropriate.

10.7. These treatments are not emergency care, are not a substitute for a balanced diet or prescribed medical treatment, and some may be used on an “off-label” basis in line with accepted professional practice. No specific results or benefits (such as increased energy, improved immunity or performance) can be guaranteed.

10.8. As with any procedure that involves a needle or cannula, there are potential risks and side effects, which may include (but are not limited to): bruising, bleeding, pain at the injection or cannula site, infection, thrombophlebitis, vein irritation, fluid overload, electrolyte disturbance, allergic reactions (including, rarely, anaphylaxis), dizziness, fainting or feeling unwell during or after treatment. Your clinician will discuss the material risks relevant to your individual circumstances and obtain your informed consent before proceeding.

10.9. You must inform us of all medications, supplements, allergies, medical conditions and pregnancy or breastfeeding status before receiving any IV infusion or injection. You must also follow any preparation and aftercare instructions given to you (for example hydration, activity restrictions and monitoring for delayed reactions).

10.10. We reserve the right to refuse or discontinue IV or injection treatment at any time if we believe it is clinically unsafe, if you withhold relevant information, or if you do not follow our instructions.

10.11. Where IV infusions or vitamin injections are provided as part of a corporate health day, hotel programme or retreat, these Terms (including our cancellation and liability provisions) apply in addition to any specific event or corporate agreement.

 

11. Pharmacogenetic / pharmacogenomic testing

11.1. Pharmacogenetic tests provide information about how your genes may affect your response to certain medicines.

11.2. These tests do not replace clinical judgement. Prescribing decisions will continue to be based on a full clinical assessment.

11.3. Results may require specialist interpretation and, in some cases, further testing.

11.4. Some pharmacogenetic laboratories may be located outside the UK. We will ensure appropriate data protection safeguards are in place (see Privacy Policy).

 

12. Corporate health days and retreats

12.1. For corporate health days, hotel programmes and retreats, the services provided will be as set out in the relevant proposal or booking confirmation (e.g. screenings, workshops, tests, consultations).

12.2. Unless explicitly agreed, these services are screening and wellness programmes, not statutory occupational health assessments, and do not replace employer responsibilities under health and safety or employment law.

12.3. Aggregated and anonymised data may be shared with the commissioning organisation for reporting and strategic purposes. Your individual medical details will not normally be shared with your employer or the hotel without your explicit consent, unless required by law.

12.4. Additional or follow-up consultations requested by you personally may be subject to separate charges and these Terms (including cancellation terms) will apply.

 

13. Our liability

13.1. Nothing in these Terms limits or excludes our liability for:

• death or personal injury caused by our negligence;

• fraud or fraudulent misrepresentation; or

• any other liability that cannot be limited or excluded under English law.

13.2. Subject to the above, our total liability to you in connection with any contract for services is limited to the amount you have paid to us for the relevant service.

13.3. We are not liable for:

• loss or damage arising from your failure to provide accurate or complete information;

• loss arising from not following our instructions or guidance (including preparation instructions for tests);

• indirect or consequential loss (such as loss of profit, loss of business or loss of opportunity);

• delays or failures caused by events outside our reasonable control, including postal delays or laboratory processing delays.

13.4. We are not responsible for any failure of postal or courier services leading to loss, delay or damage of samples, although we will use reasonable endeavours to assist you in resolving issues.

 

14. Events outside our control

14.1. We will not be liable for any failure to perform, or delay in performance of, any of our obligations caused by an event outside our reasonable control (for example, strikes, industrial action, extreme weather, power failures, IT outages, pandemics).

14.2. If such an event occurs, we will contact you as soon as reasonably practicable and take reasonable steps to minimise the impact.

14.3. If the event continues for more than 30 days and significantly affects the services you have purchased, either you or we may cancel the affected services and we will refund any fees paid for services not provided.

 

15. Changes to these Terms

15.1. We may update these Terms from time to time. The version in force at the time you make a booking or purchase a service will apply to that service.

15.2. We will make the current version of the Terms available on request and on our website where applicable.

 

16. Other important terms

16.1. We may transfer our rights and obligations under a contract to another organisation, provided this does not adversely affect your rights.

16.2. This contract is between you and us. No other person has any rights to enforce its terms.

16.3. Each paragraph of these Terms operates separately. If a court or relevant authority finds any part unlawful, the remaining parts will remain in full force.

16.4. If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you, that will not prevent us enforcing our rights later.

16.5. These Terms and any dispute arising out of them are governed by English law. The courts of England and Wales will have exclusive jurisdiction, except that residents of Scotland or Northern Ireland may bring proceedings in their local courts.

 

17. How to contact us

If you wish to contact us for any reason, including questions, cancellations, complaints or feedback, you can email us at:

help@wetrackhealth.com

Please include your full name and, where relevant, your booking or order details.