GLOAIA Labs is a digital healthcare platform that connects patients with US-based functional and integrative medicine laboratories, and with licensed healthcare practitioners around the world.

We are not a clinical laboratory ourselves. The actual testing is performed by accredited US partner labs (all CLIA-certified and CAP-accredited). GLOAIA's role is to make these tests accessible globally — handling ordering, kit delivery, secure logistics, results aggregation, and practitioner consultations.

We work through direct partnerships and authorized distribution arrangements with all the laboratories listed on our platform. This allows us to provide transparent pricing and streamlined access without unnecessary intermediaries.

Think of us as a marketplace and care-coordination platform connecting you, the labs, and licensed practitioners.

Yes. All laboratories on the GLOAIA platform are:

• CLIA-certified (Clinical Laboratory Improvement Amendments — US federal certification)
• CAP-accredited (College of American Pathologists — the gold standard for clinical labs in the US)
• ISO 15189 compliant where applicable

Specific lab certifications are displayed on the test detail page of every product.

GLOAIA Labs operates on a hybrid access model designed for both individuals and healthcare practitioners.

You may choose to:

• Order tests directly through the platform, or
• Order through your doctor or a licensed practitioner from our network

For users who require physician-led protocols (especially in the United States), tests should be ordered through a registered healthcare practitioner. If your doctor is not yet on our platform, they can register with us and we'll provide complete onboarding and backend support at no cost.

For independent users, you can order tests, receive results, and optionally consult a practitioner from our network later.

• Tests are intended for adults aged 18 and over.
• For pediatric testing (under 18), a parent or legal guardian must place the order, and a pediatric or family-medicine practitioner should be involved.
• If you are pregnant, breastfeeding, on prescription medication, or being treated for a known medical condition, please consult your healthcare provider before ordering. Some tests may be contraindicated or require specific timing or preparation.
• GLOAIA's platform is not intended for emergency, urgent, or acute medical situations.

Each kit includes a step-by-step illustrated guide in English. Our support team is available to assist in multiple languages if needed (response within 24 hours).

It depends on the test:

• DUTCH (hormones): Dried urine on filter paper — typically 4 collections over a 24-hour period
• GI-MAP (gut microbiome): Single stool sample
• Heavy Metals — unprovoked: First-morning urine sample
• Heavy Metals — provoked: First-morning urine collected after a provocation agent (instructions included with kit)
• Hair Analysis: Small hair sample from the scalp
• OAT (Organic Acids): First-morning urine sample

Most collections take under 15 minutes once you've read the instructions. The kit will tell you about any preparation steps (such as fasting or avoiding specific foods or medications).

If your sample is insufficient, contaminated, or otherwise rejected by the lab, we will ship a replacement kit at no cost (one replacement per order). Reasons for rejection are communicated to you with specific re-collection instructions.

Each kit has a shelf-life printed on the packaging — typically 12 to 24 months from manufacture. Please use the kit within the validity period. If your kit has expired before use, contact us and we'll arrange a replacement.

From the day your sample arrives at the lab, reports typically take 7 to 14 business days, depending on the test panel.

End-to-end timeline (from order to report):

• Kit dispatch: 1–2 business days after order approval
• Outbound shipping: 4–6 business days
• Sample collection at home: when convenient for you
• Return shipping: 3–7 business days
• Lab processing: 7–14 business days
• Total realistic timeline: 3 to 4 weeks

You'll receive an email notification as soon as your report is uploaded to your dashboard.

Yes. We support global delivery with region-specific logistics:

• United States: Free shipping both ways (lab → home → lab), fully prepaid and managed
• Canada (select regions): Partial free shipping depending on the lab and province
• Other countries: Some labs offer one-way free shipping (USA → your country); return shipping (your country → USA lab) is typically paid by the customer at actual cost

We use FedEx and UPS for global delivery, including Tier 2 and Tier 3 cities.

Estimated outbound delivery: 4–6 business days after order approval. Total round-trip time including lab processing is 3 to 4 weeks (see Q9).

For shipments outside the United States, any customs duties, import taxes, or local handling charges are the responsibility of the recipient, in accordance with the customs rules of your country. We provide accurate shipment declarations in compliance with applicable regulations.

Duties, if applicable, are determined by your local customs authority. We'll do our best to provide accurate harmonised codes. In many cases, diagnostic sample collection kits attract little to no import duty. However, this may vary by country, and we recommend confirming with your local courier provider (FedEx/UPS).

Customs duties or import taxes for shipping your biological samples (urine, blood, stool) back from your country to USA labs are taken care of by the USA laboratories.

We support shipping to most countries worldwide. However, a few jurisdictions have biological-sample export restrictions that prevent kit sample return. Shipping availability is verified at checkout based on your address — if your country isn't supported, we will notify you via email once the US lab confirms whether shipping to and from your country is possible.

Documentation requirements vary depending on your country's export regulations for biological samples.

General guidance:

• All shipments must include a Return Invoice and a FedEx Air Waybill (AWB)
• Additional documents may be required depending on your country

Country-specific requirements:

United States & Canada

• Return Invoice only (typically included in your kit)

Singapore

• 3 copies of the Return Invoice (included in your kit)
• 3 copies of the FedEx Air Waybill (AWB)
  • You can generate the AWB online via the FedEx website and print it, or
  • Contact FedEx customer support to obtain a physical AWB

India

• 3 copies of the Return Invoice
• 3 copies of the FedEx Air Waybill (AWB)
• Non-infectious / non-hazardous declaration (provided by us)
• A valid photo ID (required for shipment processing)

If any required document is missing, contact our support team and we will provide the necessary documents and guidance.

If you are ordering from a country not specifically listed, we recommend confirming shipping requirements before placing your order.

• Please contact your local FedEx customer support to verify:
  • Whether biological sample shipments to the United States are permitted
  • What documentation is required for export
• Ensure you are able to:
  • Complete all required documentation
  • Arrange return shipping without restrictions

If your country does not support return shipping of biological samples, the shipment may be delayed, returned, or blocked by customs authorities.

The sooner your sample reaches the laboratory, the better for optimal test accuracy.

• Most laboratories accept samples within 3 to 7 days from the date of collection
• Delays beyond this window may affect sample stability depending on the test

To ensure timely delivery:

• Ship your sample as soon as possible after collection
• Use the recommended courier service (FedEx/UPS) provided with your kit

If you are unsure about timelines for your specific test, please contact our support team for guidance.

Functional medicine reports are designed to be reviewed with a healthcare practitioner. They contain detailed reference ranges and clinical commentary, but interpretation in the context of your full health picture should always involve a qualified provider.

Yes. You may:

• Book a consultation with a practitioner from GLOAIA's global network directly through your dashboard, or
• Download your report and share it with your existing doctor or practitioner

Consultation fees are set by each practitioner and depend on their specialty, location, and session length.

Exact fees are shown on each practitioner's profile before you book. All consultations are conducted via secure video call. Cancellation policies are set by each practitioner and shown at the time of booking.

No. GLOAIA Labs operates on a cash-pay model and is not contracted with any insurance company in any country.

This is the standard model for functional and integrative medicine testing globally — the same model used by Diagnostic Solutions Lab, Genova Diagnostics, Cyrex Labs, Precision Analytical, etc., and most US functional medicine laboratories. Our goal is to provide transparent, predictable, affordable pricing without the unpredictability of insurance approvals and claim denials.

What this means in practice:

• United States: Tests cannot be submitted retroactively to insurance for reimbursement. We do not issue superbills or insurance claim forms.
• India: International specialty tests are generally not covered by Indian health insurance. We provide an invoice for every order if you need it for personal records or employer reimbursement.
• Singapore, UAE, UK, Europe, and other countries: We can provide an itemised invoice and supporting documentation on request. Whether your insurer or employer health plan reimburses you is at their discretion — we cannot influence that decision.

If you need insurance-covered diagnostic testing, please consult your physician about standard testing through Quest Diagnostics, LabCorp, or your country's equivalent.

We accept:

• Cards: Visa, Mastercard, RuPay, American Express, Diners Club
• UPI & Wallets: Google Pay, PhonePe, BHIM, Apple Pay, and other supported wallets
• Net Banking: Retail and select corporate banking
• EMI: Available on eligible credit cards and partner banks
• Auto-debit: UPI Autopay, eNACH, Paper NACH
• International bank transfers: From 30+ countries (US, UK, Singapore, Europe)
• HSA / FSA cards (US patients only — subject to your provider's eligibility — see Q21)

Card and online payments are processed by Razorpay (PCI-DSS Level 1 certified) with 3D Secure authentication on every transaction. GLOAIA never sees or stores your full card number.

Yes. Most HSA and FSA cards are processed as standard debit or credit cards and can be used at checkout.

However:

• Eligibility depends on your plan provider
• Some tests may require a licensed practitioner's order
• Approval is determined by your HSA/FSA provider

We recommend checking with your provider for eligibility before placing your order.

Yes. Your health and identity data are protected by:

• Encryption in transit (TLS 1.2+) and at rest (AES-256)
• Access controls with role-based permissions and audit logging
• HIPAA-aligned controls for US patients, with Business Associate Agreements (BAAs) in place with our partner laboratories where required
• DPDP Act 2023 compliance for Indian patients
• GDPR-aligned controls for European patients

We do not sell or rent your information. We do not use your personal or health data for advertising, profiling, or marketing purposes. We share information only as necessary to deliver the service you've requested:

• With the partner laboratory that performs your test
• With the practitioner you choose to consult
• With shipping carriers (FedEx, UPS) for kit delivery
• With our payment processor (Razorpay)
• As required by applicable law (subpoena, court order, regulatory request)

You may request access to, correction of, or deletion of your personal data at any time by writing to privacy@gloaialabs.com.

• Before the kit ships: Full refund available on request. Contact support within 24 hours of placing the order.
• After the kit ships: Refunds are not available for shipped kits, in line with industry practice for biological sample kits (hygiene, regulatory, and biological-safety reasons).
• Defective or damaged kit on arrival: Free replacement on request — please notify us within 7 days of receiving the kit.
• Sample rejected by the lab: Free replacement kit (one per order — see Q7).
• Unused kit returned in original sealed packaging within 14 days of delivery (US only): 50% refund, minus return shipping cost.

For consultations, the practitioner's individual cancellation policy applies and is shown to you before you book.

• Orders can be cancelled at any time before the kit ships (typically within the first 24 hours after placement).
• Once the kit has been shipped, the order cannot be cancelled.
• You can change the shipping address before the kit ships by contacting support — we cannot reroute kits in transit.