Terms & Conditions

You must be aged 18 or over to place an order unless a service is expressly designed and lawfully offered for younger users through an authorised organisation or parent/guardian pathway.

We currently ship physical products and test kits to UK addresses only. If you are outside the UK, please contact us before purchasing any service that may require a physical product or sample return.

You are responsible for providing complete and accurate information, including your name, contact details, delivery details and any information needed for us to provide your service safely and correctly.

When you place an order, you will normally receive an email confirming that we have received it. A contract is formed when we accept the order and take payment, unless the relevant service states otherwise.

Prices are shown in pounds sterling and include VAT where applicable. Any additional delivery or service charges will be shown before payment.

We may refuse, pause or cancel an order where a product is unavailable, information is incomplete, payment cannot be authorised, a service is not clinically appropriate, or we reasonably believe that providing the service would be unsafe or unlawful. Where we cancel an order after payment and no service has been supplied, we will refund the amount paid.

Physical products include fertility test kits and other tangible items, for example TTC kits that include LH tests or other physical components.

We usually aim to dispatch physical orders within 2–3 working days of receiving your order. This is a target rather than a guaranteed delivery date. We will always send an email when your physical order has been dispatched.

Delivery times after dispatch depend on the carrier and destination. If there is a material delay or stock issue, we will contact you. Your statutory rights relating to delivery remain unaffected.

Please check your delivery address carefully. If you need to change it, contact us as soon as possible. Once an order has been dispatched, we may not be able to redirect it.

Digital products, online courses and digital member content are normally made available immediately or shortly after successful payment or account activation.

Where digital content is supplied immediately at your request, your statutory cancellation rights may be affected once access or supply has begun, as permitted by applicable consumer law. Any specific consent or acknowledgement required by law will be presented in the relevant purchase journey.

Digital content is licensed for your personal use unless we expressly agree otherwise. You must not copy, resell, redistribute, publish or commercially exploit ProFertility course or member content without permission.

If you change your mind about a physical product bought online, you may have a statutory right to cancel within 14 days of receiving it. You do not need to write to us by post. You can simply email hello@profertility.com and tell us that you wish to cancel.

If a test kit or physical product has already been dispatched, it must be returned to us unopened, unused and in a condition suitable for resale before a change-of-mind refund can be processed. Where sealed health, hygiene or sample-collection packaging has been opened, we may be unable to accept the return where the law allows us to refuse cancellation for that type of product.

Unless the item is faulty, incorrect or otherwise our responsibility, you may be responsible for the cost of returning it. We recommend using a tracked return method.

Once a sample has been collected, a kit has been used, laboratory processing has begun, or a personalised service has started, the amount refundable may be reduced or a change-of-mind refund may no longer be available, depending on the service and applicable law.

Your rights in relation to faulty, damaged, misdescribed or incorrectly supplied goods are separate and are not limited by this policy.

If your order arrives damaged, incomplete or incorrect, contact us promptly with your order details and, where helpful, photographs. We will investigate and provide the appropriate remedy, which may include replacement, redelivery or refund.

Do not use a test kit if packaging is damaged in a way that may compromise safe sample collection. Contact us first.

If you purchase an at-home blood test, you must follow the collection and return instructions supplied with the kit. Use only the equipment provided or expressly approved by us.

Where cycle timing matters, follow the timing guidance provided for your specific test. We generally recommend posting blood samples Monday to Thursday so they are not delayed over a weekend. If you have irregular or absent periods, or you are unsure about timing, contact us before collecting your sample.

Some medicines, hormonal treatments and supplements can affect results. Do not stop prescribed medication without advice from the clinician who prescribed it.

If a sample is insufficient, delayed, haemolysed or otherwise unsuitable for testing, repeat collection may be required. We will explain the available options.

Semen analysis requires careful sample collection and timing. You must follow the abstinence, collection, packaging and transport instructions supplied with your service.

If part of a sample is missed or spilled, particularly the first portion, tell us because this may affect interpretation.

Semen parameters vary naturally. A single semen analysis is not a simple pass/fail measure of fertility and may need to be repeated or considered alongside medical history, hormones, examination or specialist assessment.

Samples are processed by appropriately selected laboratory partners for the relevant service. Results are released securely through your ProFertility account or another secure method described in your service journey.

Turnaround times are estimates and begin when an acceptable sample is received by the relevant laboratory unless stated otherwise. Delays may occur because of sample quality, transport, laboratory workload, confirmatory testing or factors outside our reasonable control.

Laboratory reference ranges and fertility markers must be interpreted in context. Results do not guarantee fertility, infertility, pregnancy or treatment success.

Clinical consultations are provided by appropriately qualified professionals working within their scope of practice. Most ProFertility consultations are virtual unless an in-person assessment is required.

You are responsible for providing accurate and complete information and for telling the clinician about relevant diagnoses, medication, allergies, pregnancy status, symptoms and treatment.

Consultation cancellation or rescheduling rules shown at booking or in your confirmation email form part of your booking terms.

ProFertility is not an emergency service. If you believe you need urgent medical attention, use the appropriate NHS urgent or emergency service.

The ProFertility Plan is designed to identify potential fertility barriers, connect those barriers to appropriate investigations and clinical review, and, where suitable, build a structured protocol-led programme to address modifiable factors and support reproductive readiness.

The Plan can be used before trying to conceive, during preconception preparation, or alongside wider fertility care such as IVF, IUI, donor treatment, egg/sperm freezing or other fertility treatment where clinically appropriate.

A ProFertility Plan does not guarantee conception, implantation, pregnancy, live birth or treatment success. Recommendations depend on the information available and may change if new symptoms, results or diagnoses emerge.

HerStory, Frank, courses, Fertility Library content, tools, alerts and educational materials are intended to improve fertility knowledge and decision-making. Unless content is delivered as part of a specific clinical consultation, it is educational information and is not a diagnosis or a substitute for individual medical care.

Some content may be released on a schedule. Industry Watch or evidence alerts may summarise new guidance or research, but emerging evidence can change and should always be interpreted in context.

Fertility is complex and depends on many interacting biological and clinical factors. We do not guarantee that any test, consultation, programme, course or recommendation will result in conception, pregnancy, live birth, improved laboratory values or a particular treatment outcome.

Any interpretation, barrier information, educational content or suggested next steps should be considered alongside appropriate professional care where required.

All ProFertility branding, written content, course materials, frameworks, graphics, tools, protocols, website content and digital products are protected by intellectual-property rights. Purchasing or accessing a service does not transfer ownership of that intellectual property to you.

You may not scrape, reproduce, resell, republish, reverse engineer or commercially reuse ProFertility content or systems without written permission.

We process personal and health information in accordance with our Privacy & Data Security notice and applicable UK data-protection law. Health information receives additional protection because of its sensitivity.

Where third-party laboratories, clinicians, payment providers, technology providers or delivery partners are required to provide your service, information may be shared with them on an appropriate lawful basis and subject to relevant safeguards.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

Subject to those protections, we are not responsible for losses caused by inaccurate information supplied by you, failure to follow collection/return instructions, events outside our reasonable control, or use of educational information as a substitute for appropriate medical care.

If you have a problem with an order, service or clinical pathway, contact us first so that we can try to resolve it.

Email: hello@profertility.com
Telephone: 0800 009 6249
WhatsApp: +44 7767 869 306

For a cancellation request, an email is sufficient. Please include your name, order email and order number where available.

We may update these Terms when our services, law or regulatory requirements change. The version in force when you place an order will normally apply to that order unless a legal change requires otherwise.

These Terms are governed by the laws of England and Wales. If you live elsewhere in the UK, you retain any mandatory consumer protections that apply to you and may also have the right to bring proceedings in your local courts.