Terms and Conditions

Last updated 27 August 2026

These are the terms on which Sarlo sells blood test kits and provides testosterone testing and treatment. Please read them before you order — by placing an order or creating an account you agree to them.

They are written to be readable. Where a section really matters — eligibility, safety, and what happens when you cancel — we have said so plainly rather than burying it.

Who we are

Sarlois a UK men's health clinic. We sell blood test kits, and we provide testosterone replacement therapy where a clinician decides it is appropriate for you. You can contact us at support@sarlo.co.uk.

What these terms cover

These terms cover two different things, and which parts apply depends on what you buy:

A blood test kit — a one-off purchase. You do not need an account and there is no subscription.
A treatment plan — an ongoing subscription covering clinical care, monitoring and, where appropriate, prescribed medication.

Two other documents sit alongside these terms. Our Privacy Policy explains what we do with your information. And before you start treatment you will sign a consent form covering that specific medication.

Where a consent form you have signed says something different from these terms about your clinical care, the consent form wins. It was written for your treatment specifically, discussed with a clinician, and signed by you.

Who can use our services

You must be 18 or over.
You must be in the United Kingdom. We only ship kits and medication to UK addresses, and our clinicians are registered to practise here.
You must be able to give us accurate information about your health, and be willing to attend the blood tests and reviews your treatment requires.

We may decline or end a service if these stop being true, if we believe treatment is not clinically appropriate or safe for you, or if you have given us information we know to be false.

Important medical notice

We are not an emergency service and we cannot respond to urgent problems.

If you are seriously unwell, call 999. For urgent advice that is not an emergency, call NHS 111. Do not wait for a reply from us.

Get medical help immediately if you develop chest pain, breathlessness, or pain, swelling or redness in a leg. These can be signs of a blood clot, which is a recognised risk of testosterone treatment.

Our online assessment is a screening questionnaire, not a diagnosis. A result suggesting you may have low testosterone means it is worth testing — nothing more. Equally, a result that does not flag anything does not rule out a problem. Only a blood test, interpreted by a clinician alongside your symptoms and history, can tell you where you stand.

Nothing on our website, in our app, or in our marketing is medical advice about you specifically. Please do not stop or change any medication another doctor has prescribed on the strength of anything you read here.

Blood test kits

What you are buying

Kit	Price	How the sample is taken
At Home	£59	A finger-prick sample you take yourself
Enhanced	£129	A venous draw from your arm, which must be taken by a trained professional

The price includes free tracked UK delivery and prepaid return postage. We ship to the United Kingdom only. Your contract with us is formed when we email to confirm your order, not when you place it — if we cannot fulfil it, we will tell you and refund you in full.

The Enhanced kit needs a blood sample drawn from a vein, and we do not provide the person who takes it. You will need to arrange a phlebotomist yourself — a clinic, a visiting nurse, or someone qualified you already have access to. Please make sure you can do this before you order, because once the seal is broken the kit cannot be returned.

Your results

Samples are analysed by an accredited UK laboratory. Turnaround is usually a few days from your sample reaching them, but we cannot guarantee a date — it depends on the post and on laboratory capacity.

A result is a measurement, not a diagnosis, and buying a kit does not entitle you to treatment. Results depend heavily on how and when the sample was taken; testosterone in particular varies through the day, which is why we ask you to sample in the morning. If a result is unexpected, the right response is usually to repeat the test.

We cannot analyse a sample that is insufficient, spoiled or damaged in the post. If that happens through no fault of yours, we will send a replacement kit at no charge.

Treatment plans

A treatment plan is a subscription covering your clinical care: reviewing your results, prescribing where appropriate, the blood tests your plan includes, and ongoing monitoring and support. Plan prices and what each includes are confirmed to you before you pay.

How you get onto a plan

You complete an assessment and our health questionnaires.
You take a blood test and we receive your results.
A clinician reviews them and you have a consultation.
We ask your permission to tell your GP. You can say no, and we will record that.
If treatment is appropriate, we offer you a plan. Your plan starts when your first payment goes through.

Being offered a plan is a clinical decision, not a purchase you can make. Our clinicians may decide that testosterone treatment is not appropriate or not safe for you — and if so, we will not treat you. We will explain why. This is the case however much you have already spent on testing.

The price of your plan is fixed when it starts. If we later change our published prices, yours does not change until you switch plan or restart after cancelling. We may change what a plan includes, or stop offering it to new patients, but we will tell you before anything changes for you.

Prescriptions and medication

Prescribing is at the clinician's professional discretion. They decide what to prescribe, at what dose, and when to change or stop it — and they can decline to prescribe at any point if they judge it unsafe.

Some of the treatments we prescribe are used outside the terms of their UK licence — testosterone cypionate is one. This is lawful and common in specialist practice, but it is something you need to understand and agree to. Your clinician will explain what it means before you sign your consent form, and the consent form says so explicitly.

Medication is dispensed and delivered by a UK-registered pharmacy. It is prescribed for you personally: do not share it, sell it or pass it on. Store it as instructed, check the expiry date, and return anything unused to a pharmacy for disposal rather than putting it in the bin.

Medication cannot be returned for a refund once it has been dispatched to you, for the obvious safety reason that we cannot verify how it has been stored. This does not affect your rights if it arrives damaged or is not what was prescribed — tell us and we will put it right.

What we need from you

Treatment only works safely if you hold up your end. By starting treatment with us you agree to:

Give us complete and accurate information about your health, medications and history — including anything you would rather not mention. Our clinicians can only work with what you tell them.
Tell us if anything changes: a new diagnosis, a new medication, a pregnancy you are trying for, or a side effect.
Take the blood tests and attend the reviews your treatment requires. Monitoring is not optional — it is how we catch problems early. We may pause or stop your treatment if you do not.
Take your medication as prescribed, and not more.
Report side effects to us promptly. You can also report them directly to the MHRA through the Yellow Card scheme.

Do not stop testosterone treatment abruptly on your own. Your body stops producing its own testosterone while you are treated, and stopping suddenly can leave you feeling considerably worse than when you started. If you want to stop — for any reason, including cost — message us and a clinician will help you do it properly.

Payments and renewals

Payments are taken by Stripe. Your card details go directly to them and we never see or store your card number.
Kits are a single payment. Plans are a recurring subscription that renews automatically on the period you chose — monthly, six-monthly or annual — until you cancel it.
Any add-ons are billed on the same period as your plan, so everything renews on one date.
If a payment fails, your card provider and Stripe will retry it. We will let you know. If it keeps failing, your plan will lapse and your treatment will stop — so please keep your card details current.

Pausing, cancelling and refunds

You can pause or cancel your plan yourself at any time, from the billing page in your account. There is no notice period and no exit fee. But please read how the timing works, because it is the part people most often get wrong.

The period you have already paid for always runs its course.

Cancelling stops the next payment — it does not refund the current one. If you are on annual billing and cancel in month two, your plan stays active for the remaining ten months and you are not refunded for them. Please bear that in mind when choosing a billing period: the longer periods are cheaper per month, but you commit the money up front.

Cancelling

Your plan stays active until the end of the period you have paid for, then ends. No further payments are taken. We will ask why you are leaving — it helps us improve, and it tells a clinician whether you need support to stop safely. You can reverse it at any time before the end date by choosing “Keep my subscription”.

Pausing

You can pause for one, two or three months. The pause begins at the end of your current paid period, no payments are taken while you are paused, and your plan resumes automatically afterwards. You can cancel the pause before it starts.

Refunds

Plans: we do not refund part-used periods and we do not pro-rate. Removing an add-on mid-period gives no partial credit — it runs to the end of the paid period.
Kits: refundable while unopened and unused. Once the seal is broken, or your sample has been analysed, it is not.
Medication: not refundable once dispatched.

Your legal cancellation rights

Because you buy online, the Consumer Contracts Regulations 2013 normally give you 14 days to change your mind. Two exceptions in those regulations apply to what we sell, and you should know about them before you order:

Sealed goods that are not suitable for return for health protection or hygiene reasons lose the right to cancel once unsealed. That covers an opened test kit and dispensed medication.
Where you ask us to begin a service within the 14 days and it is fully performed, the right to cancel ends. That covers a sample we have already analysed and a consultation you have already had.

Outside those exceptions, your 14-day right applies in full and nothing in these terms removes it. To use it, email support@sarlo.co.uk.

If we end things

We may end your plan if treatment becomes clinically inappropriate, if you will not engage with the monitoring your safety depends on, if payment fails repeatedly, or if you behave abusively towards our staff. Except in the last case, we will give you notice and help you stop treatment safely or transfer your care.

If something goes wrong

Tell us. Message us through your account or email support@sarlo.co.uk. We will acknowledge your complaint within three working days and aim to respond fully within 20 working days. If we need longer, we will tell you why and when to expect an answer.

If you are not satisfied with our response, you can raise a clinical concern with the Care Quality Commission or the relevant professional regulator — the General Medical Council for doctors, the General Pharmaceutical Council for pharmacies. Complaining to us first does not affect your right to do so, or your legal rights.

Our responsibility to you

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not permit us to limit. Your rights under the Consumer Rights Act 2015 — that services are performed with reasonable care and skill and goods are as described and fit for purpose — apply in full.

Subject to that, we are not responsible for losses we could not reasonably have foreseen, for business losses, or for delays caused by things genuinely outside our control such as postal disruption or laboratory outages.

We are also not responsible for the consequences of information you give us that turns out to be incomplete or wrong, or for what happens if you do not take medication as prescribed or do not attend the monitoring your treatment requires.

Using our site and app

We try to keep our website and app available, but we cannot promise they will never be down, and we may change or withdraw features. They are provided for your own personal use.

Please do not misuse them: no attempting to access another patient's records, no scraping, no introducing malicious code, and no using someone else's account or letting anyone use yours. Keep your password to yourself and tell us straight away if you think someone else has it.

The content of our site and app — text, images, branding and design — belongs to us or our licensors. Your own medical records are of course yours: you can ask for a copy at any time, as described in our Privacy Policy.

Changes to these terms

We may update these terms. The version on this page is the one that applies, and the date at the top tells you when it last changed. If a change materially affects you — price, what your plan includes, your cancellation rights — we will tell you directly before it takes effect, and you can cancel if you do not accept it.

Governing law

These terms are governed by the law of England and Wales, and disputes will be dealt with by its courts. If you live in Scotland or Northern Ireland, you can also bring proceedings in your own courts.