These terms may have changed since you last reviewed them

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Where to find information about us and our services

You can find everything you need to know about us, Orra Health Limited t/a The Health Lab (We), and our services on our website before you order. We also confirm the key information to you in writing after you order, either by email or on paper.

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You understand and accept the important information we have provided to you about our service

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Our Services

We offer a wide range of biological sample testing services. You can view the full list of tests and packages offered on our booking page https://www.thehealthlab.ie/book-online.

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No referral from your GP is required.

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We can provide advice or recommendations about what type of test or package is suitable for you. To contact us, please go to our contact page.

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You should not use our services if you have symptoms of illness. If after making a booking, or on the day of your test, you have symptoms of illness, please advise us immediately so that we can cancel or reschedule your appointment.

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If you are pregnant, please advise us as this may affect your results.

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Our services are not intended to be a substitute for professional medical advice, diagnosis, or treatment. If you have concerns about your health, you should consult your doctor or other professional healthcare provider. Information contained within your results report does not constitute medical advice.

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Laboratories

Laboratory testing of the samples collected by us is performed solely by independent laboratories who are ISO-certified and UKAS-accredited. We do not control, perform, or guarantee the laboratory's testing analysis, or reporting. Due to limitations in reagent availability, laboratories may not be able to test all biomarkers included in a requested test or package. We do not accept liability for any biomarkers that are not tested as a result of such limitations. In the event that specific biomarkers are omitted from testing, any resulting concerns or issues may be eligible for a refund of up to 10% of the total value of the test or package purchased. You acknowledge that all laboratory testing is conducted by an independent company with whom we are not in partnership, joint venture or agency.

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Informed Consent

You consent to the collection of biological samples, including but not limited to blood, saliva or urine. You understand that sample collection procedures may involve minimal risks such as discomfort, bruising, or infection. You understand and accept that data derived from this sample collection is considered preliminary only and does not constitute any kind of diagnosis. It is your responsibility to obtain professional advice to assist with interpreting the results and, if required, medical treatment.

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By accessing this website and undertaking a booking confirms your understanding, agreement to and acceptance, of the terms and conditions contained herein.

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Age appropriate

Our tests and packages are suitable for adults over the age of 18. We are not able to offer our services to individuals under the age of 18. By placing an order though our site, or over the telephone, you confirm that you are over 18 years of age.

 

Results Reports

Your results will be sent to you by email to the email address you provided on booking. Processing times vary by test, with some results accessible in as little as one working day.

 

We only accept orders when we've checked them

We contact you to confirm we've received your order and we accept it when we process your order.

 

Sometimes we reject orders

Sometimes we reject orders, for example, because you have requested a test that we do not provide or the booking is made for someone under 18 years of age (as mentioned by you in the comments section of the order.. When this happens, we let you know as soon as possible and refund any sums you have paid save in the case where a test is purchased for someone under 18 years of age in which case no refund will be given.

 

When we charge you for your order

To confirm your order, a deposit is required at the time of placing your order. This deposit secures your appointment and will be deducted from the total cost of your chosen service on the date of your appointment. Deposit amounts may vary depending upon the test or package selected.

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Full payment must be made on the date of your appointment following us collecting the sample.

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Payments can be made securely online by bank transfer or by using credit or debit card. We do accept cash payments.

 

We're not responsible for delays outside our control

If our supply of your service is delayed by an event outside our control, such as delays caused by courier companies, or sample processing, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay.

 

You have a legal right to change your mind

For most of our services bought online or over the telephone, you have 14 days to change your mind after the date we confirm your order, but:

• you lose the right to cancel any service, when it has been completed.

• You must pay for any services provided up to the time you cancel. This means the amount of any refunds due to you may be reduced to account for our costs.

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How to let us know. To let us know you want to change your mind, contact mark@thehealthlab.ie.

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When and how we refund you. We refund you as soon as possible and within 5 business days of you telling us you've changed your mind. We refund you by the method you used for payment. We don't charge a fee for the refund.

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If you can no longer attend your appointment, you must let us know.

Contact mark@thehealthlab.ie in advance to reschedule your appointment. Appointments may only be rescheduled with a minimum of 48 hours' notice. Requests made within 48 hours of the scheduled time will not be accommodated, and you will be required to rebook via the online booking system.

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If you do not attend your appointment, you will not be eligible for a refund of any deposit paid.

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You can cancel your appointment and receive a full refund up to 48 hours before your appointment date.

If you are late for your appointment, you are not entitled to a refund but will be entitled to a rescheduled appointment at a later date. Late appointments will be accommodated at the discretion of our team.

 

You have rights if there is something wrong with your service

If you think there is something wrong with your service, please contact mark@thehealthlab.ie.

 

We can change services and these terms

Changes we can always make. We can always change a service:

• to reflect changes in relevant laws and regulatory requirements;

• to reflect changes in best practice and clinical guidance; and

• to make minor technical adjustments and improvements, for example to address a security threat. These are changes that do not affect the delivery of the service.

 

We can suspend supply (and you have rights if we do)

We can suspend the supply of a service. We do this to:

• deal with technical problems or make minor technical changes;

• update the service to reflect changes in relevant laws and regulatory requirements; or

• make changes to the services (see We can change services and these terms).

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We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency.

 

We don't compensate you for all losses caused by us or our services

Our liability. We're not responsible for losses you suffer caused by us breaking this contract if the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).

• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.

• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

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We are not responsible for any delays, errors, omissions or inaccuracies in laboratory results.

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Our liability for any loss you suffer, except in respect of the losses described in Losses we never limit or exclude are as follows:

• we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and

• our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total amount paid by you for our services.

 

Losses we never limit or exclude

Nothing in these terms shall limit or exclude our liability for:

• death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);

• fraud or fraudulent misrepresentation;

• any rights which the customer may have under the Sale of Goods and Supply of Services Act 1090 or the Consumer Rights Act 2022 (as amended); or

• any matter in respect of which it would be unlawful for us to exclude or restrict liability.

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We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Policy.

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You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team at mark@healthlab.ie will do their best to resolve any problems you have with us as per our Complaints Procedure.

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You can go to court. These terms are governed by Irish law. If you are a consumer then, you can bring claims against us in the Irish courts. Nothing in these terms affect your statutory rights as a consumer under Irish or EU law. If you are a business you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the Irish courts.

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Other important terms apply to our contract

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Force Majeure applies to this contract. Neither party shall be liable to the other for any failure to perform any obligation under this contract which is due to an event beyond the control of such party.

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Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

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If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

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Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.