Version 1.0, 26 October 2026. Replaces version 0.6 of 13 February 2026.
These Terms and Conditions (the “Agreement”) are a legally binding contract between Emerald Labs Ltd and each person who purchases or uses a Membership. The Weight Management Programme is covered by separate Supplementary Terms, which apply together with this Agreement.
1. Definitions
Capitalised terms have the following meanings:
Add-On Marketplace: the catalogue of optional, separately priced items offered through the Platform, some supplied by Us (such as add-on biomarkers and additional GP Consultations) and some by Third-Party Providers (such as DEXA, CGM or MRI), as shown in each listing.
Biomarker List: the published list of biomarkers included in each type of Screening, at https://withemerald.com/biomarkers .
Cooling-Off Period: the 14 days starting on the day after the day We send Your confirmation email.
Employer Sponsor: a company that funds a Membership for an eligible employee under clause 21.
Follow-up Screening: a Screening of the smaller panel included in some Tiers after the main Screening.
Force Majeure Event: an event beyond Our reasonable control, including natural disaster, war, terrorism, riot, epidemic or pandemic, governmental action, or power or internet failure. Failure by a laboratory, clinic or courier engaged by Us is not a Force Majeure Event unless it is itself caused by one.
GP Companion: the asynchronous messaging service provided through the Platform for non-urgent health queries.
GP Consultation: a remote clinical assessment by video or telephone of up to 15 minutes with a GP.
Member, You, Your: the individual who purchases or is authorised to use a Membership.
Membership: the 12-month plan for the Services, in the Tier You select, as described on the Plans Page in force on Your Start Date or Renewal Date.
Membership Fee: the price for Your Tier shown on the Plans Page at checkout or, for a renewal, the Prevailing Fee.
Membership Year: the 12 months from Your Start Date and, if You renew, each further 12-month period.
Network Partner Site: a clinic, phlebotomy centre or mobile clinic engaged by Us to take samples and measurements.
Partner Pharmacy: a General Pharmaceutical Council registered pharmacy engaged by Us to dispense and deliver prescriptions or supplements ordered through the Platform.
Payment Method: the payment card or other payment instrument saved to Your account.
Plans Page: the published description of each Tier, its price, the Screenings, GP Consultations and other entitlements it includes, the Screening value and consultation value used in clause 9, the Add-On Marketplace prices, and the administration charge referred to in clause 9, on the Platform at withemerald.com. The Plans Page and the Biomarker List form part of this Agreement.
Platform: Our web and mobile application, including dashboards, software, content and related technology.
Prevailing Fee: the price for Your Tier on the Plans Page in force on Your Renewal Date, as stated in Your Renewal Notice or shown to You when You renew.
Renewal Date: the day after the last day of Your current Membership Year.
Renewal Notice: the notice described in clause 8.4.
Screening: an appointment at a Network Partner Site at which blood and urine samples, physical measurements and vital signs are taken for laboratory analysis and clinical review.
Services: the Screenings, results review, GP Companion, GP Consultations, digital dashboard, referral letters and other features described on the Plans Page for Your Tier.
Start Date: the date of Your confirmation email.
Third-Party Provider: a wearable manufacturer, app provider or Add-On Marketplace supplier whose products or services You choose to connect to or buy through the Platform. Laboratories, Network Partner Sites, couriers and Partner Pharmacies acting for Us are not Third-Party Providers.
Tier: a Membership plan named on the Plans Page.
We, Us, Our, Emerald: Emerald Labs Ltd.
2. Interpretation
2.1 Headings are for convenience only. The singular includes the plural. A reference to legislation includes any amendment or re-enactment.
2.2 If this Agreement conflicts with the Plans Page or the Biomarker List, this Agreement prevails. If it conflicts with the Weight Management Programme Supplementary Terms in relation to that programme, those Supplementary Terms prevail.
3. Who We are
3.1 Emerald Labs Ltd is a company registered in England and Wales, number 15776578, registered office 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. Email support@withemerald.com.
3.2 We are registered with the Care Quality Commission (provider ID 1-23470666662) for the regulated activities of treatment of disease, disorder or injury, and diagnostic and screening procedures. Registration is a legal requirement and is not an indication of quality.
3.3 Our clinicians are registered with the General Medical Council or another UK regulator. The Services include medical assessment, advice and, where clinically appropriate, private prescriptions and referrals. Automated features of the Platform, such as the Emerald Score, biological age and dashboard insights, are informational and are not a diagnosis. Only Our clinicians diagnose.
4. How the contract is formed
4.1 By selecting a Tier, entering Your payment details and confirming payment You offer to buy a Membership, confirm You are at least 18 and resident in the United Kingdom, and agree to this Agreement.
4.2 We accept Your offer when We send Your confirmation email. The Agreement starts on Your Start Date.
4.3 Starting straight away. At checkout You can ask Us to begin providing the Services during the Cooling-Off Period. If You do, You keep Your right to cancel under clause 9 until the Services have been fully performed, and You acknowledge that You will lose that right once they have been; if You cancel after using any of them You pay a proportionate amount for what You have used (clause 9.2). If You do not ask Us to start, You can still book, but We will not carry out a Screening or GP Consultation until the Cooling-Off Period has ended. We confirm Your choice in Your confirmation email.
4.4 Conditions of the Services. Screenings take place in person at a Network Partner Site, and You may need to show valid photo identification at Your appointment. Availability varies by location and is shown on the Platform before You buy.
4.5 The Plans Page and Biomarker List as published on Your Start Date apply to Your first Membership Year. On renewal, those published on Your Renewal Date apply to the new Membership Year, subject to clause 7.
5. The Platform
5.1 The Platform is provided with reasonable skill and care. We do not promise that it will be uninterrupted or error-free.
5.2 We may suspend or limit access for maintenance, security or a Force Majeure Event and will give notice of planned downtime where We can.
5.3 We do not promise any particular health outcome from using the Services.
5.4 Features described on the Platform as planned or coming soon, including integrations with named devices or apps, are not part of the Services until released. The Plans Page lists the integrations available at the time You buy.
5.5 The Emerald app requires iOS 16 or Android 11 or later. The web Platform works in current versions of major browsers. Wearable integrations depend on the device maker continuing to make its data available.
6. The Services
6.1 Your Tier. For each Membership Year We provide the Screenings, GP Consultations, GP Companion access and other entitlements listed for Your Tier on the Plans Page. Unused GP Consultations do not carry over to a later Membership Year.
6.2 The biomarker panel. Each Screening type analyses the biomarkers on the Biomarker List. A biomarker count used on the Platform or in marketing refers to the biomarkers listed there for that Screening type. Individual biomarkers may not appear in Your results where:
(a) they are sex-specific or otherwise clinically inappropriate for You, as explained on the Biomarker List;
(b) they are marked on the Biomarker List as subject to laboratory availability and the laboratory is unable to analyse them on that occasion, for example because of a reagent or supply shortage, which is outside Our control; or
(c) the sample taken was insufficient for them, or the laboratory did not process them.
In cases (a) and (b) the Membership Fee is not reduced on that account. In case (b) We will tell You which biomarkers were not analysed and may, at Our discretion, offer to analyse them from a repeat sample at no charge. In case (c) We will arrange a repeat sample for the affected biomarkers at no charge. A clinician checks Your results against the Biomarker List before they are released to You. Nothing in this clause limits Your rights under the Consumer Rights Act 2015.
6.3 Booking Screenings. You book Screenings through the Platform at a Network Partner Site of Your choice. You may reschedule or cancel an appointment free of charge up to 24 hours before it. If You do not attend and have not cancelled in time, You may rebook. Please follow the preparation instructions We send You, as some results depend on fasting or timing.
6.4 Failed or unusable samples. If the phlebotomist cannot obtain a sample, or the laboratory reports that a sample is unusable, We arrange a repeat Screening at no charge.
6.5 Results. Results are typically available on the Platform 3 to 5 working days after the laboratory receives Your sample. This is an estimate. If Your results will be later than 10 working days after Your Screening We will tell You why and when to expect them. All results are reviewed by one of Our clinicians before release.
6.6 Dashboard and connected data. The Platform shows Your results alongside data You upload or connect from wearables and other sources. Data from Third-Party Providers may be inaccurate or delayed and We are not responsible for it. The Emerald Score, biological age and similar features are informational.
6.7 GP Companion. Non-urgent messaging with Our clinical team. Response targets by Tier are on the Plans Page. GP Companion is not for emergencies: if You have urgent or concerning symptoms call 999 or contact NHS 111.
6.8 GP Consultations. Video or telephone consultations with a GP, up to the allowance for Your Tier on the Plans Page (or unlimited, subject to clause 11). Additional consultations may be bought from the Add-On Marketplace. Consultations are for matters arising from Your Screening results and preventive health; for unrelated or acute illness please see Your NHS GP.
6.9 Referrals. Where clinically indicated, Our clinicians may issue a private referral letter or a recommendation letter for Your NHS GP.
6.10 Prescriptions and supplements. You may buy private prescriptions or supplements through the Platform. We are the seller; a Partner Pharmacy dispenses and delivers. Prescriptions are issued only at the clinical discretion of a GP; paying for a Membership or consultation does not entitle You to a prescription. Prescription medicines are supplied under a prescription and are excluded from the 14-day cancellation right by regulation 27(2)(a) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, so once dispensed they cannot be returned for a refund. Supplements may be returned within 14 days of delivery unless their seal has been broken. None of this affects Your legal rights if goods are faulty, damaged when they arrive, or not what You ordered: tell Us and We will replace or refund them. Delivery is by the Partner Pharmacy or its courier; if an order does not arrive within 5 working days of dispatch, tell Us and We will re-send or refund it. The Weight Management Programme is governed by its own Supplementary Terms.
6.11 Add-On Marketplace. The Add-On Marketplace lists optional items You can buy alongside Your Membership. Each listing says who supplies it, and the total price including any items is shown to You before You pay.
(a) Items supplied by Us, including add-on biomarkers analysed from Your Screening sample and additional GP Consultations: these are part of the Services and clauses 6.2, 6.4 and 6.5 apply to them. Add-on biomarkers can be added when booking or up to 48 hours before Your appointment, apply to a single Screening and do not carry over. Where Our clinician considers an add-on biomarker clinically inappropriate for You, We will tell You before Your Screening and refund it.
(b) Items supplied by a Third-Party Provider, such as DEXA, CGM or MRI: these are supplied under that provider’s terms and prices, shown before You buy. We act as agent in arranging them; where the provider fails to perform We will help You obtain a remedy from them and refund any amount We collected for a service not provided.
7. Changes to the Services and the Plans Page
7.1 We will not materially reduce the Screenings, biomarker panel, GP Consultation allowance or other entitlements of Your Tier during a Membership Year You have paid for. We may add features or improve the Services at any time.
7.2 We may change the Plans Page and the Biomarker List for future purchases at any time, including Tier names, what each Tier includes and prices. For an existing Member a change takes effect from the next Renewal Date, and We will tell You about it at least 30 days before that date, in the Renewal Notice or separately. The price of an Add-On Marketplace item is the price shown when You buy it.
7.3 If We must change a Network Partner Site, sample collection method or the laboratory We use for clinical, safety, laboratory or regulatory reasons, We may do so during a Membership Year, provided the change does not materially reduce what You receive.
7.4 If a change under clause 7.3 does materially reduce what You receive, or if We withdraw Your Tier, We will tell You and You may cancel within 30 days of Our notice with a pro-rata refund for the remainder of the Membership Year.
8. Term, renewal and fees
8.1 Term. A Membership runs for 12 months from the Start Date.
8.2 Renewal. Before Your Membership Year ends We will invite You to renew. Unless You have switched on automatic renewal under clause 8.3, Your Membership ends on the last day of the Membership Year if You do not renew, and no payment is taken. You keep read-only access to Your results under clause 20.4.
8.3 Automatic renewal (optional). You may switch on automatic renewal in Your account settings. Before it takes effect We will show You, and ask You to confirm, the renewal price, the Renewal Date, that Your Membership will then renew every 12 months until You cancel, and how to cancel. Once confirmed, Your Membership renews on each Renewal Date for a further Membership Year at the Prevailing Fee unless You cancel before that date, and You authorise Us to store Your Payment Method with Our payment processor and to charge it the Prevailing Fee on each Renewal Date until You cancel. You may switch automatic renewal off at any time in Your account settings, which withdraws this authority.
8.4 Renewal Notice. If automatic renewal is on, We will email You at least 30 days before each Renewal Date stating the Renewal Date, the Prevailing Fee, the fee You paid for the current Membership Year, any increase, any change to the Plans Page that will apply, the last day on which You can cancel to stop the renewal, and how to cancel.
8.5 Fees. The Membership Fee for a new Membership is the price for Your Tier on the Plans Page at checkout, payable in advance. Prices include VAT where applicable. We issue a receipt for every payment. We may offer instalment plans; if You choose one, the total You will pay is shown at checkout and its schedule of payments forms part of this Agreement. If You cancel under clause 9.3, any refund is calculated on the amounts You have actually paid and remaining instalments are cancelled.
8.6 Renewal fee changes. The Prevailing Fee for a renewal may be higher than the fee You last paid. Where automatic renewal is on, an increase is limited to the percentage increase in the UK Consumer Prices Index over the preceding 12 months plus 3 percentage points, unless You expressly agree to more. You may cancel before the Renewal Date at no cost. No increase applies during a Membership Year You have already paid for.
8.7 Promotions. Discounts, introductory prices, referral rewards and other offers are subject to the terms shown when they are offered, including any end date and the standard price that applies afterwards. Unless stated otherwise they apply to one Membership Year only, cannot be exchanged for cash and cannot be combined.
8.8 Payment processing. Payments are processed by Stripe or another processor We engage. If You pay through a pay-later provider such as Klarna, Your arrangement with that provider is governed by its terms and any refund from Us is returned through the same provider. You can change Your Payment Method in Your account settings.
8.9 Failed renewal payments. If an automatic renewal payment fails We will tell You and try again. You have 14 days to update Your Payment Method; if payment is not received by then Your Membership ends at the end of the paid Membership Year and no debt arises.
9. Cancellation and refunds
9.1 Your right to cancel. You may cancel this Agreement for any reason within the Cooling-Off Period. To cancel, use the cancel option in Your account settings, email support@withemerald.com, send Us the form in the Schedule, or tell Us in any other clear statement. You do not have to use the form. We will confirm Your cancellation by email within one working day.
9.2 Refund on cancellation within the Cooling-Off Period. If You did not ask Us to start straight away, or You have not attended a Screening or had a GP Consultation, We refund everything You have paid. Otherwise We refund what You paid less a proportionate amount for the Services used, calculated as the Screening value and GP Consultation value for Your Tier stated on the Plans Page, multiplied by the number used, plus the price of any Add-On Marketplace item that has been supplied. Those values are set so that, together with the other entitlements of Your Tier, they do not exceed the Membership Fee, and they are shown to You at checkout.
9.3 Cancellation after the Cooling-Off Period. You may cancel at any time. You can choose either (a) to keep Your Membership, with all its benefits, until the end of the Membership Year You have paid for, with no refund; or (b) to end it now, in which case We refund the Screening value and GP Consultation value of any Screenings and GP Consultations You have not used, less the administration charge stated on the Plans Page, and Your Membership ends on the date We confirm Your cancellation.
9.4 Cancelling a renewal. If Your Membership has renewed automatically, You may cancel within 14 days after the Renewal Date for a refund of the renewal payment less a proportionate amount for any Service used in the new Membership Year, calculated under clause 9.2.
9.5 Refunds. Refunds are made to the original payment method without undue delay and in any event within 14 days of the day You tell Us You are cancelling. We do not charge for making a refund.
9.6 What cancelling does and does not do. Cancelling Your Membership does not cancel a booked Screening appointment (cancel that through Your booking confirmation or the Platform), and does not cancel the Weight Management Programme or any medication order (cancel those in the Programme section of the Platform under the Supplementary Terms). Cancelling any of those does not cancel Your Membership.
9.7 Items bought separately. An Add-On Marketplace item bought after Your Membership has started is a separate purchase with its own 14-day cancellation right from the day You buy it. If You ask Us to supply it within that period and We do, the right is lost once it has been supplied.
10. Acceptable use
10.1 You must not:
(a) break any law or regulation in using the Platform;
(b) upload or transmit malicious code or harmful data;
(c) try to gain unauthorised access to the Platform or another Member’s data;
(d) harass, threaten, defame or abuse anyone;
(e) scrape, copy, resell or commercially exploit any part of the Platform;
(f) infringe Our or anyone else’s intellectual property rights; or
(g) share or sell Your account credentials.
10.2 If You seriously or repeatedly break these rules We may suspend or end Your Membership under clause 20. If We end it, We refund the value of unused Screenings and GP Consultations less any loss We have reasonably suffered as a result of Your breach.
11. Fair use of unlimited GP Consultations
11.1 This clause applies to any Tier whose Plans Page entry describes GP Consultations as unlimited. Wherever We describe consultations as unlimited We will say that this clause applies.
11.2 Unlimited access is for Your own preventive health and medical needs. It does not cover use by anyone else, appointments with no clinical purpose, or commercial or administrative use.
11.3 If You book more than 4 GP Consultations in any 28-day period, or Our clinical director records that consultations are being booked without a clinical purpose, We will warn You first. If it continues, We may limit Your GP Consultations to 12 in the remainder of the Membership Year. We will not change Your Tier during a paid Membership Year.
12. Your obligations
12.1 Give accurate, complete and up-to-date personal and health information, and tell Us about changes that may affect Your care.
12.2 Follow the preparation instructions for Your Screening and attend appointments on time, with any identification required.
12.3 Keep Your login details secure and tell Us at once about any unauthorised access.
12.4 Make Your own decisions about Your health, with the information and advice We give You. The Services complement, and do not replace, Your NHS GP.
13. Data and privacy
13.1 We process personal data as described in Our Privacy Notice at https://withemerald.com/privacy-policy. The Privacy Notice explains Your rights and is not part of this contract.
13.2 We use appropriate technical and organisational security measures. This clause does not limit Our obligations under data protection law.
14. Our responsibility to You
14.1 If defective digital content We supply damages Your device or other digital content and We failed to use reasonable care and skill, We will repair the damage or compensate You.
14.2 Subject to clause 14.4, Our total liability under or in connection with this Agreement in any 12-month period, other than for breach of Your statutory rights under the Consumer Rights Act 2015, is limited to the total amount You have paid Us in that period for Memberships, Add-On Marketplace items, prescriptions and supplements.
14.3 We are not liable for losses that were not foreseeable when this Agreement was made, for loss of profit or business, for inaccuracies in data supplied by Third-Party Providers or by You, or for the consequences of decisions You take against Our clinical advice.
14.4 Nothing in this Agreement limits or excludes Our liability for death or personal injury caused by Our negligence, for fraud, for breach of Your statutory rights under the Consumer Rights Act 2015 (including Our duty to perform the Services with reasonable care and skill), or for anything else that cannot be limited or excluded by law.
14.5 Laboratories, Network Partner Sites, couriers and Partner Pharmacies perform parts of the Services on Our behalf. We remain responsible to You for the Services, and if any of them fails to perform We will put it right under clause 6. Wearables, apps and Add-On Marketplace items supplied by Third-Party Providers are provided under their own terms, and We are not responsible for them except as stated in clause 6.11.
15. Compensation to Us
If You break the law, misuse the Platform or upload content that infringes someone else’s rights, You will compensate Us for losses that are a direct and reasonably foreseeable result and that are not caused by Our own fault. Nothing in this clause makes You liable beyond what the law would require.
16. Force majeure
16.1 We are not in breach of this Agreement if We are delayed or prevented from performing by a Force Majeure Event. We will tell You and make reasonable efforts to resume.
16.2 If a Force Majeure Event prevents Us from providing the Services for more than 30 consecutive days, You may cancel with a pro-rata refund for the Services not provided.
17. Intellectual property and Your content
17.1 The Platform, its software, content, trade marks and algorithms belong to Us or Our licensors.
17.2 We grant You a personal, non-transferable licence to use the Platform for Your own non-commercial purposes while You are a Member.
17.3 You must not copy, adapt, reverse-engineer or attempt to derive the source code of the Platform.
17.4 Member Content means data, documents, images, laboratory reports and device feeds You upload to or connect with the Platform. You own Your Member Content.
17.5 You grant Us a licence to host, use, modify and analyse Your Member Content to provide the Services to You, to maintain and improve the Platform, and to produce anonymised statistics from which You cannot be identified, in each case as described in the Privacy Notice. We do not sell Member Content and do not disclose identifiable Member Content except as the Privacy Notice describes or with Your consent.
18. Third-party services and links
18.1 The Platform may connect to or link to Third-Party Providers. We make no promises about their availability, accuracy or safety, and Your use of them is subject to their own terms.
19. Mobile and data charges
Your mobile or internet provider’s normal charges apply when You use the Platform. They are not Our responsibility.
20. Suspension and termination
20.1 We may suspend or end Your Membership on written notice if You seriously or repeatedly break this Agreement, behave in a way that in Our reasonable opinion compromises safety or the lawful operation of the Platform, or, where automatic renewal is on, fail to pay within 14 days of a Renewal Date. Except where safety requires immediate action, We will give You a chance to put things right first.
20.2 If We end Your Membership for Your breach, We refund the value of unused Screenings and GP Consultations less any loss We have reasonably suffered as a result of Your breach.
20.3 If We end Your Membership for any other reason, We refund the unused part of the Membership Year pro-rata.
20.4 When Your Membership ends for any reason You keep read-only access to Your historic results for 12 months. Your clinical record is retained for the period stated in the Privacy Notice, which is separate from Platform access.
21. Employer-sponsored Memberships
21.1 Where an Employer Sponsor funds Your Membership, the Employer Sponsor is the payer but You remain the Member and the party to this Agreement.
21.2 Unless You expressly consent, We provide the Employer Sponsor only aggregated, anonymised utilisation data.
21.3 If employer funding ends, We will email You and give You at least 30 days to decide whether to continue. To continue You renew Yourself, or switch on automatic renewal under clause 8.3, at the Prevailing Fee from the next Renewal Date; no payment is taken from You without that step. If You do not continue, Your Membership ends at the end of the funded period.
22. Contact and complaints
22.1 For anything about Your Membership, the Services or this Agreement, email support@withemerald.com or write to Us at the address in clause 3.1. We aim to respond within 2 working days.
22.2 If You have a complaint, tell Us and We will investigate under Our complaints procedure and respond in writing. If You remain dissatisfied, We may agree to mediation before either party starts court proceedings; You are never required to use mediation. You may also contact the Care Quality Commission about a regulated activity.
22.3 For urgent medical concerns contact NHS 111, Your GP or emergency services.
23. Governing law
23.1 This Agreement is governed by the law of England and Wales. If You live in Scotland or Northern Ireland You also benefit from any mandatory consumer protection rules of the law there, and You may bring proceedings in the courts where You live. Nothing in this Agreement limits Your statutory rights.
23.2 No one other than You and Us may enforce this Agreement.
24. Accessibility
We aim to make the Platform accessible to everyone, in line with the Equality Act 2010 and WCAG 2.1 AA. If You have difficulty using the Platform, email support@withemerald.com and We will help.
25. Changes to this Agreement
25.1 We may change this Agreement only (a) to comply with a change in law, regulation or guidance from the CQC, GMC or another regulator; (b) to reflect a change in the Services made under clause 7; (c) to correct an error or improve clarity without reducing Your rights; or (d) for a security or safety reason. We will email You at least 30 days before a material change takes effect. If a change is to Your disadvantage You may cancel before it takes effect with a pro-rata refund of the unused part of Your Membership Year.
25.2 The Plans Page and the Biomarker List change under clause 7, not this clause.
26. General
26.1 If We do not enforce a right, We may still enforce it later.
26.2 If any provision is unenforceable, the rest remains in force.
26.3 This Agreement, the Plans Page, the Biomarker List, any referral or promotional terms shown when You accept an offer, and (for the Weight Management Programme) the Supplementary Terms, are the agreement between You and Us. This does not exclude anything We told You about the Services before You bought, which forms part of this Agreement under section 50 of the Consumer Rights Act 2015, and does not limit Your rights in respect of misrepresentation.