NOA TERMS AND CONDITIONS

1 Introduction

1.1 Welcome to Now Often Always ("NOA," "we," "us," or "our"). We provide personalised, science-backed wellness guidance for women, through our services, which include a detailed health questionnaire, phlebotomy appointment (at home or in a clinic), laboratory testing, consultations with NOA Nutritionists, and follow-up wellness and lifestyle recommendations (our “Services”).

1.2 By accessing our website, using our services, or purchasing our products, you agree to be bound by these Terms and Conditions ("Terms"). If you do not agree to these Terms, you must not use our Services.

1.3 These Terms should be read alongside our Privacy Policy and any additional terms provided when you access specific services.

2 Who We Are

2.1 Now Often Always Limited is a company registered in England and Wales (Company No. 15656006) with our registered office at First Floor, 28 Arcadia Avenue, London, England, N3 2FG.

2.2 For any questions about these Terms, you can contact us at info@nowoftenalways.com.

3 Eligibility and Scope

3.1 You must be at least 18 years old to use our services.

3.2 Our Services are available to customers resident in England, Scotland, and Wales (together, the “Territory”). We cannot accept Orders from customers who are resident outside the Territory.

3.3 By signing up for NOA’s Services, you confirm that all information you provide is true, accurate, complete and not misleading.

3.4 If you provide any information that is untrue, inaccurate, non-current, misleading or incomplete, or we have reasonable grounds to suspect that such information is untrue, inaccurate, non-current, misleading or incomplete, then we have the right to terminate or refuse any and all current or future access, sale, or use of the Services and/or Products (or any portion thereof), and you may be further liable for providing such information.

4 Our Services

4.1 We provide Services, which includes:

4.1.1 A comprehensive online health questionnaire;

4.1.2 Phlebotomy sample collection, provided by Inuvi (mobile phlebotomy) or our partner clinics (in-clinic appointments);

4.1.3 Laboratory testing (by our accredited partner clinics);

4.1.4 Virtual consultation with an in-house NOA Nutritionist;

4.1.5 Preparation of a personalised results report containing healthcare and lifestyle advice based on your blood test results and health questionnaire;

4.1.6 The ability to purchase additional blood tests and nutritionist consultations; and

4.1.7 Recommendations for supplements available via our authorised retail partners, which may include Face the Future Online Limited (“FTF”, at www.facethefuture.co.uk) and Healf.com (each an “Authorised Supplement Retailer”)

4.2 The insights and recommendations provided by NOA are for informational purposes only and are not a substitute for medical advice. If you have concerns about your health, you should consult a GP or healthcare professional.

4.3 NOA is not a regulated medical provider and does not diagnose, treat, or cure medical conditions.

4.4 We reserve the right to change the laboratory from time to time without notice.

5 Using the Service

5.1 By undergoing the blood test, you are formally providing your consent to undergo the related test. You agree that before proceeding with any test, you will read all relevant information provided in these Terms, the Privacy Policy on the Site, and in any packaging. If you are unsure or if you require any further information, you agree to contact us or a licensed healthcare professional for further information.

5.2 You acknowledge any test results do not constitute a definitive result. “Low”, “Normal”, “Within range”, or “High” readings do not constitute a definitive diagnosis and further testing may be required from your physician or other licensed healthcare professional. Further, if test results are normal, but symptoms remain we may recommend that you should be examined by a physician or other licensed healthcare professional.

5.3 The Services are limited to the Services as defined in Section 4 above. If you require medical advice or counselling in addition to the Services, you should seek the advice of one of your physician or other licensed healthcare professional.

5.4 Any failure to comply with your obligations as outlined in this section 5, particularly with regard to re-testing is entirely your responsibility.

5.5 You acknowledge and agree:

5.5.1 to comply fully with all instructions provided by NOA or our partners from time to time;

5.5.2 to provide us with such information or evidence of identity as we may be required to obtain from you by applicable law from time to time;

5.5.3 to disclose to us honestly and to the best of your knowledge any information that may affect or impact the test result;

5.5.4 to use the Site, and the Services only for lawful purposes and in accordance with these Terms and you further agree not to induce fear, harass or be abusive to any of our staff, or the staff of our partners; and

5.5.5 not to use the Services for resale or in any way that breaches any applicable national or international law or regulation.

6 Booking and Payment

6.1 You can purchase our Services directly via our website (www.nowoftenalways.com) (our “Site”) or via the Face the Future website at www.facethefuture.co.uk (the “FTF Website”). Where you purchase via the FTF Website, payment will be taken by Face the Future Online Limited and you will be redirected to NOA’s onboarding platform to complete your registration and access the Services. These Terms apply to your use of the Services regardless of which channel you use to purchase.

6.2 Payment is required in full at the time of booking. Accepted payment methods will be displayed at checkout.

6.3 If you require a phlebotomy appointment, additional charges may apply depending on whether the sample is collected at home or in a clinic.

6.4 NOA reserves the right to change prices at any time. However, any changes will not affect Services already purchased.

6.5 For products purchased through the Site, you agree to pay the price listed for the product, the VAT and any other applicable sales or use taxes (to the extent applicable), delivery charges, and any other charges in relation to a confirmed Order in advance by clicking on the payment button on the Site and following the required procedure.

6.6 By providing a credit card or other payment method accepted by us, you represent and warrant that you are authorised to use the designated payment method and that you authorise us (or our third-party payment processor) to charge your payment method for the total amount of your Order. If the payment method you provide cannot be verified, is invalid, or is otherwise not acceptable, your Order may be suspended or cancelled until you are able to resolve the payment issue.

7 Cancellations and Refunds

7.1 Your Right to Cancel: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your contract within 14 days without giving any reason (the “Cancellation Period”). The Cancellation Period begins on the date your Order is confirmed. To exercise this right, you must inform us clearly of your decision to cancel (for example, by email to info@nowoftenalways.com) before the Cancellation Period expires. However, please note that by requesting us to begin providing the Services during the Cancellation Period, you acknowledge that you may lose your right to cancel once the Services have been fully performed, or once the phlebotomy appointment has taken place or the blood sample has been submitted for analysis. If you wish to cancel your service, you may do so within 14 days of the date on which your contract with us is formed (the “Cancellation Period”) in accordance with your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, however, you shall only be entitled to a refund on cancellation provided that:

7.1.1 Your phlebotomy appointment has not yet been conducted; or

7.1.2 Your blood sample has not been sent for testing.

7.2 If you cancel after a phlebotomy appointment has been conducted, no refund will be issued.

7.3 If you fail to attend a scheduled phlebotomy appointment without giving at least 24 hours’ prior notice, or if you cancel within 24 hours of the appointment, you agree to pay the following charges, which represent a genuine pre-estimate of the losses we and our partners incur as a result of the missed appointment:

In-clinic appointments: Cancellations within 24 hours or no-shows will result in an additional charge of £37 payable by you.

At-home phlebotomy (Inuvi): Missed appointments will be subject to a £63 charge payable by you.

7.4 Refunds, where applicable, will be processed within 14 days of the date on which we receive notification of your cancellation, using the original payment method, in accordance with our obligations under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where you purchased via the FTF Website, we will coordinate the refund with Face the Future Online Limited.

7.5 NOA reserves the right to refuse refunds in cases of suspected misuse of the cancellation policy.

8 Sample Collection and Testing

8.1 NOA works with accredited partner laboratories to process blood samples.

8.2 If your blood sample cannot be analysed due to inadequate collection, clotting, or insufficient volume, we may offer you a further phlebotomy appointment at no additional charge.

8.3 If your replacement sample also cannot be analysed, you may be required to pay for an additional test.

8.4 Where you select an in-clinic phlebotomy appointment, you are responsible for ensuring that your sample is sent to the laboratory within the timeframes specified in the instructions provided. Delays may affect the validity of the sample.

8.5 NOA is not responsible for samples lost or delayed in transit.

8.6 Your results will be reviewed by our in-house NOA Nutritionist not a medical team. You agree that these results are for your own personal use and it is your responsibility to review any out-of-range results with your doctor or consultant.

9 Supplements and Authorised Supplement Retailers

9.1 As part of our personalised wellness guidance, NOA may recommend supplements that may be beneficial to your health. These recommendations are based on your test results, health questionnaire responses, and consultation with a NOA Nutritionist.

9.2 NOA is not responsible for the formulation, safety, efficacy, or suitability of any supplements recommended or purchased through any Authorised Supplement Retailer. You should consult a healthcare professional before taking any supplements.

9.3 If you choose to purchase supplements through an Authorised Supplement Retailer, your transaction will be governed by that retailer’s own terms and conditions. NOA is not responsible for the delivery, returns, refunds, or any other aspect of your purchase with an Authorised Supplement Retailer.

9.4 NOA may receive a referral fee or commission in connection with purchases made through an Authorised Supplement Retailer. This does not affect the recommendations provided to you, which are based solely on your health profile and clinical data.

10 Data Protection and Privacy

10.1 Your personal and health data will be processed in accordance with our Privacy Policy.

10.2 By using NOA’s services, you provide informed consent for NOA and its partner laboratories (Inuvi) and partner clinics to process your health data for testing and recommendations. Where you purchase via the FTF Website, Face the Future Online Limited will share your name, email address and transaction reference with NOA solely to enable us to onboard you and deliver the Services. FTF does not have access to your Health Data.

10.3 NOA does not sell or share your personal data with third parties for marketing purposes.

10.4 NOA may anonymise and aggregate data for research and service improvement purposes.

11 Limitation of Liability

11.1 Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited under applicable law, including your statutory rights under the Consumer Rights Act 2015. Subject to the foregoing, and to the extent permitted by law: NOA provides wellness guidance and does not replace medical advice. We do not accept liability for any decisions you make based on the information provided through our Services.

11.2 We will provide the Services with reasonable skill and care. We do not warrant that the Services will be uninterrupted or error-free. We do not make any representation or warranty that information provided through the Services is free from errors or omissions or that it is suitable for your individual circumstances. You are responsible for verifying information before relying on it and for seeking independent medical advice where appropriate. Nothing in this clause affects your statutory rights under the Consumer Rights Act 2015.

11.3 Subject to the statutory carve-outs at the start of this clause 11, our total aggregate liability to you arising out of or in connection with these Terms or the Services (whether in contract, tort, breach of statutory duty or otherwise) shall not exceed the total fees paid by you for the Services giving rise to the claim. Without limiting the foregoing, and to the extent permitted by law, we are not liable for any costs, loss, delay, inconvenience or damage you suffer as a result of:

11.3.1 the sample you send being lost, delayed or damaged in transit or via post from you to the laboratory;

11.3.2 the laboratory being unable to test your sample for any reason;

11.3.3 any injury, damage or loss you may suffer during the phlebotomy appointment;

11.3.4 any injury, damage or loss you may suffer as a result of your sample being collected by someone whom we have not referred you to (i.e. someone who is not a qualified phlebotomist working in a partner clinic or a nurse or phlebotomist working for our home phlebotomy provider) or as a result of using equipment or sample collection components that we have not sent to you;

11.3.5 test results not being made available to you within the turnaround time stated for any service;

11.3.6 your failure to follow instructions provided to you in relation to sample collection or pre-sample preparation requirements;

11.3.7 your failure to act upon our advice if we recommend that you seek medical advice or attention having taken a test;

11.3.8 your failure to show out-of-range test results to your GP or doctor;

11.3.9 your failure to send a sample to the laboratory for testing within the period outlined in our instructions to you;

11.3.10 your failure to attend a pre-booked phlebotomy appointment or home visit or your failure to take your sample collection kit with you to an appointment;

11.3.11 loss or damage that is not foreseeable;

11.3.12 events outside our control.

11.4 NOA does not accept liability for any indirect, incidental, or consequential losses arising from the use of its services.

12 Force Majeure

12.1 We are not responsible for delays or failures in service due to events beyond our control, including but not limited to strikes, acts of nature, pandemics, or supply chain disruptions.

12.2 If a Force Majeure event continues for more than 30 consecutive days, you may cancel your Order on written notice to us (by email to info@nowoftenalways.com) and we will refund any amounts paid for Services not yet delivered. We will not be liable to you for any losses resulting from the Force Majeure event itself.

13 Changes to These Terms

13.1 We may update these Terms from time to time to reflect changes in law, regulatory requirements, our Services or business practices. If we make any changes that are materially detrimental to your rights, we will give you at least 30 days’ prior written notice by email to the address you have provided. You may cancel your subscription without penalty within that notice period if you do not wish to accept the revised Terms. For non-material changes (such as corrections to typographical errors or clarifications that do not affect your rights), we will update the Terms on our website with the revised effective date. Your continued use of the Services after the effective date of any update constitutes your acceptance of the revised Terms.

14 Governing Law

14.1 These Terms are governed by the laws of England and Wales. If you are resident in Scotland, you may also bring proceedings in the Scottish courts. Nothing in this clause affects your rights as a consumer to bring proceedings in the courts of the country in which you are resident.

15 Complaints

15.1 If you have a complaint about the Services, please contact us in the first instance at info@nowoftenalways.com. We will acknowledge your complaint within 5 Business Days and aim to resolve it within 28 days. If we are unable to resolve your complaint to your satisfaction, you may refer your complaint to an alternative dispute resolution (ADR) body. We will provide details of applicable ADR schemes on request. Your statutory rights, including your right to bring court proceedings, are not affected by this complaints procedure.

16 Intellectual Property

16.1 All content on the NOA website, including text, graphics, logos, images, and software, is the property of Now Often Always Limited or its licensors and is protected by applicable intellectual property laws. You may not reproduce, distribute, or create derivative works from any content on our website without our prior written consent.

17 Third-Party Websites and Links

17.1 Our website and communications may contain links to third-party websites, including Authorised Supplement Retailers. These links are provided for your convenience only. We have no control over the content of those sites and accept no responsibility for them or for any loss or damage that may arise from your use of them. Your use of any third-party website is at your own risk and subject to the terms and conditions of that website.

18 Severability

18.1 If any provision of these Terms is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be severed from the remaining Terms, which shall continue in full force and effect.

19 Entire Agreement

19.1 These Terms, together with our Privacy Policy and any other documents referred to herein, constitute the entire agreement between you and NOA in relation to the Services and supersede all prior communications, representations and agreements, whether oral or written. You acknowledge that you have not entered into this agreement in reliance on any representation or warranty not expressly set out in these Terms.

20 Contact Us

20.1 For any questions regarding these Terms, please contact info@nowoftenalways.com.

21 Definitions

“Authorised Supplement Retailer” means a third-party supplement retailer authorised by NOA from time to time to sell supplements to NOA customers, as referred to in clause 4 and clause 9 of these Terms;

“Cancellation Period” has the meaning given in clause 7 of these Terms;

“FTF” or “FTF Website” means Face the Future Online Limited (Company No. 08939808) and its e-commerce website at www.facethefuture.co.uk (and any successor domain), as further described in clause 6 of these Terms;

“Order” means an offer by a user to purchase Services from us via the Site or the FTF Website;

“Privacy Policy” means our privacy policy referred to on the Site;

“Services” means those services set out in section 4 of these Terms;

“Site” has the meaning given to it in section 6 of the Terms;

“Terms” means these terms and conditions;

“You” or “your” means the user of the Site.