Terms of service

If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms & conditions of use which, together with our privacy and cookie policy and our terms & conditions of sale, govern Igennus Limited's relationship with you in relation to this website, whether you are a guest, a registered user, or just accessing or browsing the website. If you disagree with any part of these terms & conditions, please do not use our website.

The website is operated by Igennus Limited, a company registered in England and Wales under company number 04934116, whose registered office is at St John's Innovation Centre, Cambridge, CB4 0WS, United Kingdom. Its VAT registration number is 831548332. Igennus Limited trades as Igennus Healthcare Nutrition. In these terms, 'Igennus Healthcare Nutrition', 'Igennus', 'us' and 'we' refer to Igennus Limited, and 'you' refers to the user or viewer of our website.

WEBSITE USE

1. Igennus Healthcare Nutrition

The content of the pages of this website is copyright to Igennus Limited or our content and technology providers. All trademarks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.

You are welcome to view, print and download the contents of the website for personal use, but not for any commercial purposes or re-publication.

2. Contacting us

Our contact office address is: Igennus Limited, trading as Igennus Healthcare Nutrition, St John's Innovation Centre, Cowley Road, Cambridge, CB4 0WS.

You can also contact us by telephone on +44 (0)1223 421434, by email: helpdesk@igennus.com, or by using our live chat function on our website.

3. Changes to the website

We update the website regularly and you should note that we may change, withdraw or correct any website content or our services at any time. While we endeavor to keep the website up to date, please be aware that on very limited occasions, content may be out of date.

4. Website information

We have tried to ensure that all information on this website is accurate, using sources that we believe to be reliable. However, please be aware that the content of this website is not intended to amount to advice upon which you should rely on its own, and any reliance you place on such content is at your own risk. You should seek specialist advice before taking, or refraining from taking, any action based on the content available on or via the site.

5. Limit of liability

Neither we nor any third parties make any representation or give warranty or guarantee of any kind as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose.

You acknowledge that such information and materials may contain inaccuracies or errors and you are responsible for ensuring that any information or goods available on our website meet your specific requirements. We expressly exclude liability for any loss (direct, indirect or consequential) which may arise from reliance on information contained in this website or in respect of any such inaccuracy, error or omission, except in relation to death or personal injury caused by our negligence.

6. Information about you

We process information about you as described in our privacy and cookie policy. Where consent is required, we will ask for it separately. You warrant that all data provided by you is accurate.

7. Supplement guidance consultations

We offer free, 15-minute product and supplement guidance consultations for adults. These consultations provide general guidance about Igennus products and supplements and are not intended to diagnose or treat a medical condition or to provide advice on complex health concerns. Consultations are subject to our Terms for Supplement Guidance Consultations.

Please read the terms & conditions carefully before making any orders with us and contact us or a legal advisor if you have any questions. By placing an order with us, you confirm that you have read, understood and agree to the terms & conditions and that you agree to be bound by them. If you do not agree to be bound by all of the terms & conditions, please do not proceed and please do not place orders with us.

1. Description of products

The description and specification of products on this website is correct at the time of publishing and we reserve the right to make changes which do not materially affect the quality or performance of those products at any time. We may correct any error appearing on the website or withdraw any product from sale without incurring liability. Price and availability is also subject to change without notice.

2. Ordering products

You may order products from the website through the checkout procedure or by telephone, following the steps we provide. After you submit your order on the website we will send you an email acknowledging that we have received it and confirming the details of the order. Please note that this does not mean that we have accepted your order.

We will confirm acceptance of your order either over the phone at the time of your order or by email to the address you have given stating that the products have been dispatched. The sending of this e-mail (whether or not it is received) together with the terms & conditions forms the legally binding contract for the sale and purchase of the products.

3. The price and payment

The price payable will be the price quoted on this website at the time we accept your order. Product prices exclude applicable sales tax unless otherwise stated. Any sales tax due will be calculated based on the information provided at checkout, including the delivery address, and added to your order total before payment. In addition to the product price, you will have to pay our delivery charges as quoted on this website at the time we accept your order - unless your order qualifies for free delivery. The amount of these charges varies according to the method of delivery and the delivery address you specify in your order.

Payment may be made using any method displayed at checkout or, for telephone orders, an accepted payment card. Available payment methods may change from time to time. By providing payment details, you confirm that you are authorized to use the selected payment method. All payments are subject to authorization by the relevant payment provider or card issuer.

For telephone orders, payment card details are entered directly into our approved payment system. Please do not send payment card details by email, live chat or other messaging services.

Payments are processed by our payment providers in accordance with their own terms and privacy notices and applicable payment-security requirements. Our privacy and cookie policy explains how payment-related personal information is processed.

Refunds will generally be made by means of a credit to your original payment method.

Although every care is taken to ensure the quality of content on this site, occasional errors may occur and items may be priced incorrectly. If we discover an error in the price of the products, we will either contact you to ask if you wish to continue with your purchase at the correct price, or cancel the order and notify you at our discretion. We are under no obligation to supply goods at the incorrect price.

4. Delivery charges & information

Our current delivery options, charges, estimated delivery times, international delivery information and arrangements for lost, damaged or undeliverable parcels are set out in our Delivery & Returns Policy. The version made available to you when you place your order forms part of your contract with us. The delivery charge and estimated delivery period applicable to your order will also be shown at checkout.

We aim to deliver within the estimated period shown at checkout. Unless we agree otherwise with you, we will deliver the products without undue delay and no later than 30 days after the contract is made. If delivery is delayed, we will contact you where reasonably possible and your legal rights will continue to apply.

You are responsible for providing a complete and accurate delivery address. If you notice an error, please contact us at helpdesk@igennus.com as soon as possible. We will make reasonable efforts to amend the address before dispatch, but cannot guarantee a change after the order has been transferred to our fulfillment partner. We may charge reasonable additional delivery or return costs caused by an incorrect address, refusal or failure to collect, where permitted by law.

5. Returns & exchanges

The practical process for returning an item or reporting a lost, damaged, faulty or incorrectly supplied product is set out in our Return Policy. Please contact us promptly at helpdesk@igennus.com. Nothing in that policy or these terms limits your statutory rights in relation to goods that are faulty, not as described, damaged on delivery or incorrectly supplied.

Not satisfied with your order?

If one of our products wasn't suitable for you, we’d welcome the opportunity to discuss this with you. Please contact our team at customercare@igennus.com, and we’ll review your case individually to find the most suitable outcome.

6. Canceling orders

If you wish to cancel an order, please contact us as soon as possible and provide your order number. We will try to cancel the order before it is transferred to our fulfillment partner. Once an order has been transferred to our fulfillment partner, we cannot guarantee that it can be cancelled before shipment.

Under our voluntary cancellation and returns policy, you may also cancel an order by notifying us in writing within 14 calendar days after receiving the products. If an order is delivered in installments, the 14-day period begins when you receive the final installment. You do not need to provide a reason for the cancellation.

If the order has already been shipped or delivered, you must return the products within 14 calendar days after notifying us of the cancellation. Unless a product is damaged, defective, incorrectly supplied or not as described, it must be returned unused and unopened, in its original undamaged packaging, with any security seal or strip intact.

Unless the products are damaged, defective, incorrectly supplied or not as described, you are responsible for the cost of returning them. We will refund the purchase price of products returned in accordance with this policy. The treatment of original shipping charges, return instructions and refund processing times is explained in our Delivery & Return Policy, which forms part of these terms.

Products cannot be cancelled or returned under this voluntary policy once their containers, security seals or security strips have been opened, or once the products have been used. This does not affect any rights or remedies available to you under applicable law.

7. Promotions and special offers

Whilst we cannot guarantee the availability of promotions and special offers, we will endeavor to provide a range of discounts, discount codes, and offers to provide the highest quality supplements at the best possible value. Promotions and special offers will be identified on our website and may also be sent to you by email permissions if you have give the required marketing permissions. Each promotion or offer may be used only in accordance with its applicable terms. Prices and availability are subject to change without notice. Promotions and special offers, including reward points, cannot be exchanged for cash.

From time to time, we may offer a free gift with qualifying orders. Where the offer is displayed at checkout, an order with a qualifying merchandise subtotal of $100 or more may be eligible for the available gift. The qualifying subtotal is calculated after discounts and before taxes and shipping charges. Free gifts are subject to availability, are limited to one per qualifying order unless otherwise stated, have no cash value and may not be substituted or exchanged except where required by law. If products are returned and the retained order no longer meets the qualifying threshold, we may require the unused gift to be returned or, to the extent permitted by law, deduct its stated value from the refund.

8. Rewards Program

If you have a customer account with us, you will automatically become a member of our Rewards Program. You will earn 5 reward points for every full $1 spent on eligible purchases through our US website. Each point is worth $0.01 when redeemed, so 100 points provide $1 toward an eligible future purchase. This is equivalent to a reward value of 5% of eligible spend.

We may offer additional ways to earn points, such as submitting product reviews, referring friends or participating in promotional offers. The number of points available for these activities and any applicable conditions may vary.

In addition to the standard points earned on eligible purchases, you will receive 500 bonus points when your 4th recurring subscription order is successfully processed, 1,000 bonus points when your 11th recurring subscription order is successfully processed, and 2,000 bonus points when your 13th recurring subscription order is successfully processed. Creating a subscription does not itself count as a recurring subscription order for these bonuses.

Points will normally be added to your account automatically after an eligible transaction. To view your points balance, available rewards and current ways to earn points, log in to your account and select the “Rewards” area.

You can exchange points for discount coupons and apply them to eligible one-time purchases at checkout or to eligible active subscriptions through your subscription account. Reward coupons may be redeemed online only. Reward coupons may not be combined with other discounts, discount codes or promotions unless we expressly permit the combination.

You can exchange points for discount coupons and apply them to one-time purchases at checkout or to active subscriptions through your subscription account. More than one reward coupon may be applied to the same order. Reward coupons may be redeemed online only. Reward coupons may not be combined with other discounts, discount codes or promotions unless we expressly permit the combination.

The minimum redemption is 500 points, which provides a $5 discount coupon. One hundred points have a redemption value of $1. Available redemption options will be shown in your Rewards account.
If an order or item is refunded, any points awarded for the refunded purchase will be removed from your Rewards account after the refund is processed.

We may send you emails concerning points earned or redeemed and other important information about your Rewards account. These are account-related communications and are separate from marketing emails. Unsubscribing from marketing emails will not prevent you from earning points or receiving necessary Rewards account communications.

We may amend, suspend or withdraw the Rewards Program, including the ways in which points are earned or redeemed, by giving reasonable notice where a change materially affects points already earned. Any changes will not affect your statutory rights.

9. Subscribe & Save Program

By placing a Subscribe & Save order with Igennus Healthcare Nutrition, you accept the following terms and conditions.

9.1. Subscribe & Save customer account required

You must have a customer account, a valid email address and a valid payment method to participate in our Subscribe & Save Program.

9.2. Subscribe & Save order placement

Select “Subscribe & Save” on an eligible product page, then select the quantity and available delivery schedule that works for you. By placing a Subscribe & Save order, you authorize Igennus Healthcare Nutrition to place and ship recurring orders for your selected subscription items until you cancel or we terminate the subscription in accordance with these terms.

Eligible products purchased through Subscribe & Save receive a 15% discount from the applicable one-time purchase price. The discount is applied automatically to each eligible subscription order.

There is no minimum number of orders and no minimum subscription term. After placing your first order, you may manage future order dates or cancel through the subscription portal, subject to the change deadline in Section 9.8.

9.3. Subscribe & Save final order amount & shipping

The final total for each Subscribe & Save order may vary due to changes in product prices, the products or quantities included, shipping charges, taxes, and any valid discounts or rewards applied.

Your order total will include the current charge for the shipping method associated with your subscription. Unless you change it, the shipping method selected for your initial order will be used for subsequent orders. To update your subscription delivery address, log in to your account and access the subscription portal.

Subscribe & Save orders participate in the Rewards Program. Eligible subscription spend earns 5 points per full $1, and qualifying recurring subscription orders may earn the milestone bonuses described in Section 8.

9.4. Subscription payments

By placing a Subscribe & Save order, you authorize Igennus Healthcare Nutrition to charge your selected payment method for subsequent orders until you cancel the subscription. Unless you update your payment details, subsequent orders will be charged to the payment method used to establish the subscription. Payment will be taken when each subsequent order is placed and submitted for processing.

Available payment methods will be shown at checkout. Reward coupons may be applied to eligible subscriptions through your subscription account. Reward coupons may not be combined with other discounts, discount codes or promotions unless expressly permitted.

9.5.  Subscribe & Save failed transactions

If your selected payment method is declined for an initial or subsequent order, the order will not be processed or shipped. We will notify you of the failed payment and may retry the payment up to three times, once per day, before canceling the subscription. Once your payment information is corrected, an eligible pending order may be processed. To update your payment details, log in to your account and access the subscription portal.

9.6. Subscribe & Save order notifications

You will receive an order confirmation after each Subscribe & Save order is processed. We will send a reminder approximately three days before the next scheduled order. Changes to the next order must be made at least one day before its scheduled processing date.

9.7. Subscribe & Save back-ordered items

If a subscription product is unavailable, we will not charge you for an unprocessed order. We may retry the order when stock becomes available. Unless we tell you otherwise, an unavailable item will not change the schedule for later recurring orders.

9.8. Cancellation and changes

You may modify or cancel your Subscribe & Save subscription at any time without completing a minimum number of orders. To stop the next scheduled order, you must cancel or make changes through the subscription portal at least one day before its scheduled processing date. A cancellation or change submitted after that deadline may take effect from the following scheduled order.

Canceling a subscription item will stop future shipments of that item. If you later wish to rejoin the Subscribe & Save Program, you must create a new subscription. If you cancel a subscription and later subscribe again, the new subscription will be subject to the prices, discounts, product availability and terms in effect when it is created. Cancelling a subscription does not preserve any previous subscription price or benefit.

9.9. Acceptance of Subscribe & Save terms & conditions

By placing a Subscribe & Save order, you agree to be bound by these Subscribe & Save terms and conditions and our general Terms and Conditions of Sale. Please review the terms before ordering. If you do not agree to them, do not place a Subscribe & Save order.

10. Limit of liability

We cannot accept liability for deterioration of products or damage to products we have supplied that is caused by your failure to follow the advice given in the product instructions, including a lack of care in terms of the use and storage of the products. It is your responsibility to adequately store the products and ensure they continue to be safe to use. We shall not be liable for any indirect or consequential loss or damage that arises from a product fault not caused by us.

For business customers, we will under no circumstances be liable for loss of profit, sales or revenue, anticipated savings, business opportunity, goodwill or reputation, or for any business interruption or indirect or consequential loss or damage.

11. General

Please note that the terms & conditions, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England will have non-exclusive jurisdiction over any claim arising from or related to a visit to the website. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland and if you are a resident of Scotland, you may also bring proceedings in Scotland. For businesses, we also retain the right to bring proceedings against you for breach of the terms & conditions in your country of residence or any other relevant country.

By interacting with the Igennus AI Nutrition Advisor (the “AI Bot”), you agree to be bound by these terms & conditions. If you disagree, you must immediately cease using the AI Bot.

1. Purpose of the AI Bot 

The AI Bot is provided by Igennus to offer general information about our products, ingredients, nutrition, wellness topics, and related educational content. It is intended solely for informational and customer-service purposes.

The AI Bot is provided for general informational purposes only and is not a substitute for professional judgment, diagnosis, or treatment by a qualified healthcare professional.

2. The AI Bot is not a medical professional 

The AI Bot is artificial intelligence and is not a doctor, pharmacist, registered dietitian, or any other qualified healthcare professional. Nothing provided by the AI Bot constitutes medical advice, diagnosis, treatment, or a prescription.

Information from the AI Bot is general in nature and is not personalised to your individual health status, medical history, medications, or conditions.

Supplements can interact with medications, may be contraindicated in certain health conditions, and can have side effects. Always consult your physician or a qualified healthcare professional before starting, stopping, combining or changing any supplement, medication, or health practice, especially if you are pregnant, breastfeeding, have a medical condition, or are taking medication.

Emergencies: the AI Bot must not be used in medical emergencies or crisis situations. If you believe you may be experiencing a medical emergency, call the emergency services in your country or seek immediate medical attention.

Never delay seeking medical advice, disregard medical advice, or discontinue medical treatment because of something you have read in the AI Bot’s responses.

3. Eligibility & age restrictions 

The AI Bot is intended for use by individuals aged 18 and over. By using the AI Bot, you represent and warrant that you are at least 18 years old and have the legal capacity to agree to these terms. If you are under 18, you must not use the AI Bot.

4. Accuracy & potential for errors 

While we strive to provide accurate and up-to-date information, the AI chatbot may make mistakes or provide incomplete answers. Product details, prices, and availability may change without notice. Please refer to our official website or contact our team for confirmation.

Artificial intelligence systems can generate incorrect, incomplete, outdated, or misleading responses (“hallucinations”). Igennus does not guarantee the accuracy, completeness, reliability, or timeliness of any information provided by the AI Bot.

You rely on any information provided by the AI Bot entirely at your own risk.

The AI Bot and its content are provided on an “as is” and “as available” basis, without any warranties of any kind, whether express or implied.

5. Dietary supplement disclaimer (required by law) 

5.1. US customers 

The statements made by the AI Bot about dietary supplements have not been evaluated by the Food and Drug Administration. Our products and any information provided are not intended to diagnose, treat, cure, or prevent any disease.

5.2. UK & EU 

In the UK and EU, our products are regulated as food supplements, not medicines. They are not intended to replace a varied, balanced diet and healthy lifestyle, nor to substitute advice from a doctor or other qualified healthcare professional.

5.3. All countries 

The statements made by the AI Bot about dietary supplements have not been evaluated by a government body. Our products and any information provided are not intended to diagnose, treat, cure, or prevent any disease.

6. No guarantees of results 

Any statements about potential benefits, results, or outcomes are based on general scientific literature or customer testimonials and are not guarantees. Individual results vary widely and depend on numerous factors, including diet, exercise, genetics, and adherence.

7. User responsibilities

You agree to:

- use the AI Bot only for lawful purposes and in accordance with these terms

- not use the AI Bot to send or store any content that is unlawful, offensive, defamatory, harassing, hateful, discriminatory, or otherwise inappropriate

- not attempt to interfere with, damage, or disrupt the AI Bot or our systems (including by introducing viruses, malware, or harmful code)

- not attempt to reverse engineer, decompile, or otherwise extract source code or underlying models from the AI Bot

- not use automated tools (such as bots or scripts) to access the AI Bot in a way that imposes an unreasonable or disproportionate load on our systems

- not input personal health information (PHI) or sensitive medical data if you do not wish it to be processed

- not rely solely on the AI Bot for health-related decisions

- verify any important information with a qualified professional

8. Limit of liability 

Nothing in these terms excludes or limits any liability that cannot be excluded or limited under applicable law, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

To the maximum extent permitted by law:

- the AI Bot is provided on an “as is” and “as available” basis, and we make no warranties or representations, whether express or implied, regarding its availability, accuracy, completeness, or fitness for a particular purpose

Igennus, its owners, employees, and affiliates shall not be liable for any direct, indirect, incidental, special, consequential, or punitive damages or any loss of profit, revenue, data, or goodwill, arising out of or in connection with your use of, or inability to use, the AI Bot; and:

- your use of or reliance on the AI Bot

- any errors, inaccuracies, or omissions in the AI Bot’s responses

- any health decisions you make based on information from the AI Bot

You are responsible for any decisions or actions you take based on information obtained from the AI Bot, and you use the AI Bot at your own risk.

9. User content & licence 

“User content” means any text, questions, or other information you submit to the AI Bot. You remain the owner of your user content.

By submitting user content, you grant Igennus a worldwide, non-exclusive, royalty-free licence to use, reproduce, store, display, and create derivative works from your user content to:

- provide and operate the AI Bot

- maintain, secure, and improve our products and services

- develop new features, tools, and services

in each case, in accordance with our privacy policy.

You confirm that you have all necessary rights to submit the user content and to grant this licence, and that your user content does not infringe the rights of any third party or violate applicable law.

10. Indemnification 

You agree to indemnify, defend, and hold harmless Igennus and its officers, directors, and employees from any claims, losses, liabilities, damages, costs, or expenses (including reasonable legal fees) arising from your use of the AI Bot or your violation of these terms.

11. Data usage & privacy

We process personal information submitted to the AI Bot as described in our privacy and cookie policy. Conversations may be logged and analysed to operate, secure and improve the service. Our service providers may process this information on our behalf, including outside the UK or EEA using the safeguards described in that policy. Our AI provider does not use your conversations to train models outside the Igennus account. 

Do not share sensitive personal information, financial details, or full health records with the chatbot. For privacy and security, contact our support team directly for sensitive matters.

12. Intellectual property 

All content provided by the AI Bot, including text, images, suggestions, and formulations, remains the intellectual property of Igennus or its licensors. You may not reproduce, distribute, or create derivative works without prior written permission.

13. Service availability & termination of access

We aim to keep the AI Bot available, but we do not guarantee uninterrupted or error-free service. We may suspend, withdraw, or restrict the availability of all or any part of the AI Bot for business or operational reasons, including maintenance, security, or updates.

We reserve the right to suspend or terminate your access to the AI Bot at any time, without notice, for any reason (including abusive usage or violation of these terms).

14. Changes to these terms

We may update these terms at any time. Continued use of the AI Bot after changes constitutes acceptance of the new terms. The current version will always be posted on our website.

15. Governing law & jurisdiction

These terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales.

You and Igennus agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms.

Nothing in these terms affects your statutory rights as a consumer under applicable law.

16. Relationship to other terms & policies

These terms apply specifically to your use of the Igennus AI Nutrition Advisor and are subject to our general website terms & conditions and our privacy policy. If there is a conflict between these terms and our general website terms regarding the AI Bot, these terms will govern your use of the AI Bot only.

17. General

If any provision of these terms is held to be invalid or unenforceable, that provision will be enforced to the maximum extent permissible, and the remaining provisions will remain in full force and effect.

Our failure to enforce any right or provision of these terms will not be deemed a waiver of such right or provision.

These terms, together with our website terms & conditions and privacy policy, constitute the entire agreement between you and Igennus in relation to your use of the AI Bot.

18. Contact

For questions about these terms or the AI Bot, please contact us at: helpdesk@igennus.com or +44 (0) 1223 421434.

By continuing to use the AI Bot, you acknowledge that you have read, understood, and agree to these terms & conditions. If you disagree, you must immediately cease using the AI Bot.