GLOAIA Labs is a digital healthcare platform that connects patients with leading specialty laboratories in the United States and, over time, other approved international jurisdictions, and with licensed healthcare practitioners around the world.

We are not a clinical laboratory ourselves. The actual testing is performed by accredited partner laboratories operating under applicable regulatory certifications. 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 Laboratory Partners operate under applicable regulatory certifications and accreditations, including:

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

Not every Laboratory Partner carries identical accreditations — specific certifications are displayed on the relevant test detail page.

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.

Where practitioner authorization is required, patients may work with their own licensed healthcare practitioner (where permitted by the relevant Laboratory Partner), choose a practitioner from the GLOAIA Labs practitioner network, or contact us for assistance in identifying a suitable practitioner. Any applicable fees (if any) will be clearly communicated to you by email.

• 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).

Sample types depend on the test. Across our test catalogue, we collect: blood, urine, stool, saliva, dried saliva, and hair. Common examples:

• DUTCH (hormones): Dried urine on filter paper — typically 4 collections over a 24-hour period (DUTCH Plus adds dried saliva for cortisol awakening response)
• 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
• Cyrex Arrays, food sensitivity, autoimmune panels: Blood sample (venous or capillary, depending on the panel)

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).

Testing requirements vary by laboratory and test. Some tests may require temporary modifications to supplements, medications, or collection timing — for example, hormone tests may have specific cycle-day requirements, and certain panels may require pausing biotin or other supplements for a defined window before collection.

Always follow the specific instructions included with your kit and consult your healthcare provider before making any changes to prescribed treatment. If you are uncertain about a specific supplement or medication, contact our support team or the relevant Laboratory Partner before collecting your sample.

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 from laboratory: 1–2 business days after order approval
• Outbound shipping — USA domestic: 2–3 business days
• Outbound shipping — international destinations: 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) for most Laboratory Partners, fully prepaid and managed. USA domestic outbound: 2–3 business days.
• Canada: Shipping arrangements vary by Laboratory Partner and destination province.
• Other countries: Outbound shipping cost varies by Laboratory Partner. 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. International outbound: 4–6 business days.

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

Total round-trip time including lab processing is 3 to 4 weeks.

Yes. Tracking details are provided once shipments are dispatched. Depending on the laboratory and destination, tracking is available through FedEx, UPS, or other approved logistics providers.

You’ll receive tracking information by email when your kit ships from the laboratory, and again when the laboratory receives your returned sample. You can also view current shipment status in your GLOAIA dashboard.

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.

Customs processing times vary by country and shipment. If a shipment is delayed at customs, our support team will work with the courier (FedEx / UPS) and the Laboratory Partner to determine the appropriate next steps.

Additional documentation may occasionally be requested by customs authorities — if so, we will assist you in preparing the required documents. Most customs delays resolve within a few business days.

If a kit is held, returned, or blocked by customs authorities, we will notify you and discuss replacement or refund options on a case-by-case basis. See our Shipping Policy for the full framing.

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) — generate online via FedEx website and print, 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.

We strongly recommend confirming these requirements in advance to avoid delays or cancellations. Our support team is available to guide you if needed.

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.

If your report contains anything that suggests an immediate or urgent concern, please contact a healthcare provider promptly — do not wait for a scheduled consultation. GLOAIA’s platform is not designed for emergency or acute care.

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

Yes. You may continue working with your own licensed healthcare practitioner. Where practitioner authorization is required, patients may work with their own practitioner, choose one from the GLOAIA Labs practitioner network, or contact us for assistance.

Your practitioner does not need to be on the GLOAIA platform to interpret your report — reports can be downloaded as PDFs and shared with any qualified provider you choose.

Yes. Reports can be downloaded as PDFs and shared with your existing healthcare providers, specialists, or practitioners as needed. You retain control over how and with whom your report is shared.

If you also book a consultation through GLOAIA, you can grant your chosen network practitioner read access to the relevant report directly from your dashboard.

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.

This feature is currently being rolled out and will be available shortly.

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 Precision Analytical, Diagnostic Solutions Laboratory, Genova Diagnostics, Cyrex Laboratories, Doctor’s Data, Alletess Medical Laboratory, and most US specialty 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 next question)

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)

See our Privacy Policy for the complete framing.

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

Requests are handled in accordance with applicable privacy laws (DPDP Act 2023 + Rules 2025 for India, GDPR for Europe, applicable US state and federal privacy laws) and regulatory record-retention obligations. We will respond within the timelines required by your local law.

Some categories of records (such as financial transaction records or laboratory test records) may be retained for the minimum period required by law even after a deletion request. We will explain any such retention in our response.

Our refund framework uses a flexible model that depends on the stage your order has reached and the relevant Laboratory Partner’s policy:

• Before kit dispatch: Customers are encouraged to contact support within 24 hours; later requests may still be reviewed subject to the applicable refund stage and Laboratory Partner policy.
• After kit dispatch: Refunds are generally 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).
• Unused kit returned in original sealed packaging (US only, within 14 days of delivery): Refund amount depends on the Laboratory Partner’s individual return policy — less any non-refundable shipping charges, restocking fees (if applicable), payment-processing fees, and return-shipping costs.

For consultations, the practitioner’s individual cancellation policy applies and is shown to you before you book. See our Refund Policy for full details.

• Orders can be cancelled before the kit ships — customers are encouraged to contact support within 24 hours of order placement, though later requests may still be reviewed subject to refund stage.
• 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.