01About us
BioHealthcare Hub is operated by BioHealthcare Group Inc, a corporation incorporated in the State of Florida, USA, and part of BioHealthcare Group ("we", "us" or "our"). In these terms, "you" means the person using our website, Hub or services.
These terms apply alongside our Privacy Policy, Cookie Policy, HIPAA Notice of Privacy Practices, Medical Disclaimer and Refund & Returns Policy, which form part of your agreement with us.
02Who can use our services
- You must be 18 or older to create an account or order a test for yourself.
- A parent or legal guardian may order a test for a child where we offer one, and is responsible for that child's account.
- Our testing services are available in the United States. State laws differ, so some tests, collection methods or prices are available in only some states, and we will show you any limits before you order. Our consumer-ordered laboratory tests are not currently available to residents of New York, New Jersey or Rhode Island, or for collection in those states.
- You agree to give us information that is accurate, complete and kept up to date.
03What we provide
We offer blood, gut and DNA testing, health subscriptions and a secure online Hub where your results and reports are kept together. Depending on your order, your service may include:
- an at-home sample collection kit;
- a blood draw at a partner patient service center or a visit from a mobile phlebotomist;
- laboratory analysis by CAP-accredited partner laboratories;
- a written report explaining your results in plain English; and
- access to our clinical support team to talk through your next steps.
04Your health and our services
Our tests and reports give you useful information about your health to discuss with your own doctor. They work alongside your regular medical care and are not a diagnosis or a treatment plan. Please read our Medical Disclaimer for full details.
If you have a medical emergency, call 911 or go to your nearest emergency room straight away.
05Physician review
Where state law requires it, an independent licensed physician reviews your order and authorizes your tests. This physician may also review your results. Ordering a test through us does not create a doctor and patient relationship with that physician beyond this review, unless they tell you otherwise in writing.
If a result needs prompt attention, a member of our clinical team or the reviewing physician will try to contact you using the details on your account, so please keep them current.
06Our laboratory and collection partners
Laboratory analysis and blood draws are carried out by independent partners, including Quest Diagnostics and other CAP-accredited laboratories. They are responsible for their own testing and collection services, and we are responsible for arranging your service and supporting you throughout. Their own terms may also apply when you visit a patient service center.
07Orders, prices and payment
- Prices are shown in US dollars at checkout and include any taxes we are required to charge.
- We confirm your order by email. A contract is formed when we send that confirmation.
- We accept the payment methods shown at checkout, including many HSA and FSA cards. We provide an itemized receipt for every order. Eligibility for HSA or FSA payment depends on your plan and IRS guidelines, and it is your responsibility to check this with your plan administrator.
- If an error in a price or description comes to light, we will contact you before your order is processed and you may cancel for a full refund.
- Prices may vary by location, collection method and the biomarkers included. Our price guarantee is explained in the next section.
08Price guarantee
We aim to offer you the best value on every test. If you find the same test for less elsewhere, we will match the price, subject to the conditions below.
- Like-for-like testing: the other test must include the same biomarkers, analysed by an accredited US laboratory to an equivalent standard. Panels with different, fewer or additional biomarkers are not comparable.
- Like-for-like blood draw: the collection method must be the same, for example an at-home kit compared with an at-home kit, a patient service center visit compared with a patient service center visit, or a mobile phlebotomy visit compared with a mobile phlebotomy visit.
- Same location: prices may vary from location to location. The comparison must be for a service available at the same location, or in the same state, as your order.
- Publicly available price: the price must be advertised by a US provider, open to any customer and available to buy at the time of your claim. It must include all fees, such as physician, collection and shipping fees.
- Exclusions: the guarantee does not apply to membership or subscription-only prices, discount codes, coupons, bundles, flash or clearance sales, prices billed to insurance, employer or group rates, or prices shown in error.
- How to claim: email us with a link or proof of the other price within 14 days before or after your order. If your claim is eligible, we will match the price or refund the difference to your original payment method.
We review each claim fairly and confirm the outcome in writing. The guarantee applies to one claim per test per order, and we may update or end it for future orders by changing these terms.
09Discounts and promotions
Discount codes and promotions apply only under the conditions shown with them, cannot be exchanged for cash and, unless stated otherwise, cannot be combined with each other or with the price guarantee.
10Collecting and returning your sample
- Activate your kit in your Hub before you collect your sample, and follow the instructions in your kit closely.
- Use your kit before the expiry date printed on it. Expired kits may not give a valid result.
- Send your sample back on the day you collect it, using the packaging and label provided.
- If the laboratory is unable to process your sample, what happens next depends on the reason, as set out in our Refund & Returns Policy. Samples that cannot be processed because of how they were collected, for example a hemolyzed or insufficient sample, are not refunded as standard.
- Your sample is used only for the tests you ordered, and for any other purpose you separately agree to.
11Mobile phlebotomy services
Where available, you can book a trained phlebotomist to collect your blood sample at your home or office. When you book, you agree to the following:
- Arrival window: your phlebotomist will arrive within the time window you choose. Traffic and earlier appointments can occasionally cause delays, and we will let you know if your phlebotomist is running late.
- Being available: please be ready at the address you gave for the whole window, with your photo ID, and follow any fasting or preparation instructions. If you do not answer, or are not ready, within 15 minutes of your phlebotomist arriving, the visit counts as a missed appointment.
- A safe place to work: we need safe access, a clean surface, good light and a place for you to sit. Your phlebotomist may decline to carry out a draw if it is unsafe or unsuitable to proceed, and this also counts as a missed appointment.
- Children and adults who need support: a parent, legal guardian or authorized representative must be present for the whole visit.
- Draw attempts: your phlebotomist will make no more than two attempts. If a sample cannot be collected, we will offer you one further visit or a patient service center appointment at no extra visit fee.
- Changes and cancellations: you can reschedule or cancel free of charge up to 24 hours before your window starts. Later changes and missed appointments are covered in our Refund & Returns Policy, and may not be refunded if we are unable to rearrange your visit.
12Test location services
You can also give your sample at one of our partner patient service centers. These locations are run by our independent laboratory partners, who set their own opening hours and site rules.
- Your lab order: after you buy, your lab order appears in your Hub. Please take it with you, printed or on your phone, together with a valid government photo ID. The name on your ID must match your order.
- Appointments: booking an appointment is strongly recommended. Appointments take priority, and walk-ins are seen as soon as possible, so waiting times vary.
- Preparation: follow the fasting and preparation instructions for your test, as shown in your Hub. If you have not prepared as asked, the center may ask you to come back another day.
- Payment: your test is already paid for through us. Please do not give insurance details at the center for a test bought from us, and contact us straight away if the center asks you to pay anything further.
- Order validity: your lab order is valid for the period shown in your Hub. Please visit before it expires. Orders that are not used before they expire may not be refunded, but contact us before the expiry date and we will try to extend it.
- Center decisions: staff at the center may decline to collect a sample if your order or ID does not match, or if it is unsafe to proceed. If this happens, contact us and we will help you resolve it.
13Your results and reports
Your results appear in your Hub as soon as they are ready. Turnaround times shown on our website are estimates and may vary with laboratory workload and shipping.
Your report is for your personal use. You are welcome to download it and share it with your doctor or anyone else you choose.
14Health subscriptions
- Our health monitoring programs run for 3, 6 or 12 months, with retesting at the intervals described when you subscribe.
- Subscriptions renew automatically at the end of each term at the price then shown, unless you cancel. We will email you a reminder with the renewal date and price before any renewal.
- You can cancel at any time in your Hub or by emailing us. Cancellation stops future renewals and shipments; tests already dispatched or processed are not refunded.
15Messages from us
We will email you about your orders, appointments, results and account. If you give us your mobile number and agree, we may also send you text messages about these. Message and data rates may apply, and you can reply STOP at any time to stop text messages. We send marketing messages only where you have agreed, and every marketing message tells you how to opt out.
16Your account
Keep your login details private and let us know straight away if you think someone else has used your account. You are responsible for activity on your account that you have authorized.
17Using our website and Hub fairly
Please use our website and Hub only for lawful purposes. You agree not to misuse them, attempt to access other people's data, interfere with their security or copy, resell or commercially exploit our content or reports without our written permission.
18Our intellectual property
All content on our website, in your Hub and in our report designs, including text, graphics, logos and software, belongs to us or our licensors. Your own results and personal information belong to you.
Quest, Quest Diagnostics and associated marks are trademarks of Quest Diagnostics Incorporated and are used with permission. All other trademarks belong to their respective owners.
19Our responsibility to you
We provide our services with reasonable care and skill. Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud.
To the extent the law allows, we are not liable for losses that were not foreseeable, for decisions you make without consulting a medical professional, or for delays caused by events beyond our reasonable control. Where we are liable, our total liability to you is limited to the amount you paid for the service concerned. Nothing in these terms affects your legal rights as a consumer.
20General
If any part of these terms is found to be unenforceable, the rest remains in full effect. If we do not enforce a right straight away, we can still enforce it later. You may not transfer your rights under these terms to anyone else; we may transfer ours to another company in BioHealthcare Group, and your rights will not be reduced.
21Changes to these terms
We may update these terms from time to time. We will post the new version on this page with a new date, and tell you by email about any change that significantly affects you. The terms in force when you place an order apply to that order.
22Governing law
These terms are governed by the laws of the State of Florida, USA. Any dispute will be handled by the courts of Florida, unless the law of the state where you live gives you the right to bring a claim locally.
23Contact us
If you have any questions about these terms, email us at kv@biohealthcare.group. We are happy to help.