Policy

1. 1.1

   The information on this site is general information about health, testing and training. It is not medical advice, and it does not replace care from your own doctor or nurse practitioner.

2. 1.2

   Medical advice, a diagnosis or a prescription comes only from a licensed doctor, in a visit booked through Care.

3. 1.3

   Aiova is not an emergency service. If you think you are having a medical emergency, call 911 or go to the nearest emergency department. Do not wait for a message or a visit.

4. 1.4

   Talk to a clinician or a pharmacist before you start a supplement, especially if you are pregnant, breastfeeding, take medication or live with a health condition.

5. 1.5

   Everyone responds differently. We do not promise any result from a visit, a prescription or a supplement.

6. 1.6

   Nothing we say about research compounds describes an effect in people, and nothing on this site should be read that way. See Research use only.

1. 2.1

   Everything on our Research page, in vials and in pens, is sold for laboratory research only.

2. 2.2

   Not for human or veterinary use. These compounds are not a drug, a food, a natural health product, a supplement or a cosmetic. They are not sold to diagnose, treat, cure or prevent any disease.

3. 2.3

   We sell them only to verified researchers aged 19 or over. At checkout you confirm your institution and that the order is for research. We check before anything ships, and we may ask for more proof or cancel the order.

4. 2.4

   By ordering, you confirm that you are a qualified researcher, that you will handle, store and dispose of the compounds under your lab’s safety rules, and that you will not give or sell them to anyone for use in people or animals.

5. 2.5

   You are responsible for following every law that applies to buying, importing, holding and using these compounds where you work.

6. 2.6

   We do not give advice on dosing, or on using these compounds in people or animals, and we do not answer questions about it.

7. 2.7

   Each lot ships with its certificate of analysis: purity by HPLC and identity by mass spectrometry, tested by an independent lab in Canada. A certificate describes the lot as tested. It does not say that a compound is safe or fit for any use.

8. 2.8

   If we have reason to think an order is meant for use in people or animals, we cancel it.

1. 3.1

   Care starts with an online assessment of about 10 minutes. You then have a video visit with a physician licensed in your province. You see their name and licence number before the visit.

2. 3.2

   Care is available in British Columbia, Alberta and Ontario for now. You need to be in one of those provinces during your visit, and [minimum age for Care] or older.

3. 3.3

   You do not need a referral. Your doctor decides what care is right for you. A prescription is never guaranteed; if your doctor writes one, our licensed partner pharmacy fills it and ships it to you, or it goes to a pharmacy you choose.

4. 3.4

   Video care has limits. Your doctor may decide you need an in-person exam, and may refer you to your own doctor, a walk-in clinic or an emergency department.

5. 3.5

   Your first doctor visit costs $99. It includes the online assessment, the video visit, a prescription sent to our partner pharmacy if one is right for you, and messages with your care team for three months. The visit price includes every mandatory fee, before tax. Medication is billed by the pharmacy.

6. 3.6

   Provincial health plans and private insurance: [whether any part of the cost is covered].

7. 3.7

   Your doctor keeps a record of your care, as their regulatory college and the law require. How we protect it is set out under Privacy.

Orders

1. 4.1

   Prices are in [currency]. The visit price includes every mandatory fee, before tax. Medication is billed by the pharmacy. Taxes are added at checkout.

2. 4.2

   Payments are handled by [payment processor].

3. 4.3

   Performance and Longevity products (Performance From $39): [whether they renew as a subscription, and how and by when to cancel before the next charge].

4. 4.4

   We may refuse or cancel an order, for example when we cannot verify a research buyer or a price on the site is wrong. If we cancel, we refund what you paid.

Shipping

1. 4.5

   We ship to [where orders ship].

2. 4.6

   Supplements ship in [supplement shipping time, carrier and cost].

3. 4.7

   Research orders ship cold, in insulated packaging, in 2 to 3 days, once the buyer is verified. Store them at 2 to 8 °C as soon as they arrive.

4. 4.8

   Test kits ship in [kit shipping time and carrier], and your sample goes back to the lab by [how the sample is returned].

5. 4.9

   Shipping times are estimates from the day an order leaves us. Delivery depends on the carrier.

6. 4.10

   If an order arrives damaged or does not arrive, write to us within [number of days] days of the expected delivery date.

1. 5.1

   Supplements: [the return window for unopened supplements, whether opened ones can be returned, and who pays return shipping].

2. 5.2

   Research compounds: [whether a delivered research compound can be returned]. If a lot arrives damaged or warm, or does not match its certificate, write to us within [number of days] days with photos and the lot number, and we will replace it or refund it.

3. 5.3

   Care: [what is refunded once the visit is held, and once a prescription is filled].

4. 5.4

   To cancel or move a visit: [the notice needed, and any fee].

5. 5.5

   Refunds go back to the way you paid, within [number of days] days.

6. 5.6

   These rules do not take away any right you have under the consumer protection law of your province.

1. 6.1

   This site is run by AIOVA Health Inc. ("Aiova", "we"), [mailing address]. When you use the site or place an order, you agree to these terms.

2. 6.2

   You need to be [minimum age to order] or older to place an order, and 19 or older to buy research compounds.

3. 6.3

   Keep your login to yourself. You are responsible for what happens in your account, and you should tell us at once if you think someone else has used it.

4. 6.4

   We work to keep the site accurate and up to date, but it can contain mistakes and it changes. It is general information, not medical advice (see the Medical notice).

5. 6.5

   Prices and products can change at any time. The price that applies is the one shown when you place your order.

6. 6.6

   Do not use the site to break the law, to get into parts of it you are not allowed into, or to copy its content in bulk.

7. 6.7

   The text, pictures, name and logo on this site belong to Aiova or are used with permission. Do not reuse them without our written permission.

8. 6.8

   Links to other sites are there for convenience. We do not control those sites, and their own terms apply.

9. 6.9

   As far as the law allows, we are not liable for indirect or consequential loss from using the site. Nothing in these terms limits a liability the law does not let us limit, or your rights as a consumer.

10. 6.10

    These terms are governed by the laws of [governing province, British Columbia by default] and the federal laws of Canada that apply there.

11. 6.11

    We may change these terms. The date at the top of this page shows when they last changed, and an order follows the terms in place when it was placed.

What we collect

1. 7.1

   For your account and orders: your name, email, phone number, shipping and billing addresses, and what you order.

2. 7.2

   For Care: your assessment answers, your doctor’s notes, any prescription, and the province you are in. This is health information.

3. 7.3

   For research orders: your institution, your confirmation that the order is for research, and [what else is collected to verify a researcher].

4. 7.4

   When you write to us: your message and how to reach you.

5. 7.5

   When you visit the site: [the analytics provider, what it records, and whether the site sets any cookies]. Our host, [hosting provider], keeps standard server logs for security.

Why we use it

1. 7.6

   To run your account, take payment and deliver your orders.

2. 7.7

   To provide your care: only you and your care team use your health information.

3. 7.8

   To verify research buyers before anything ships.

4. 7.9

   To answer you, keep the site secure and meet our legal duties, such as tax and health records.

5. 7.10

   We send marketing email only if you ask for it, and every message has a link to unsubscribe.

6. 7.11

   We do not sell personal information, and we never use your health information for advertising.

Who sees it

1. 7.12

   Your health information is encrypted, stored in Canada, and seen only by you and your care team. Your care team includes the partner lab that tests your sample and the pharmacy you choose for a prescription.

2. 7.13

   We use service providers to run the site and our orders: [each service provider (hosting, payments, labs, video, email, analytics), what it handles, and the country where it stores data].

3. 7.14

   If a provider handles information outside Canada, that country’s laws apply to it while it is there, and its authorities may be able to access it.

4. 7.15

   We share personal information with no one else, unless the law requires it.

How long we keep it, and how we protect it

1. 7.16

   We keep information only as long as we need it for the reasons above, or as the law requires: [retention periods for accounts, orders, health records and research verification].

2. 7.17

   We protect it with encryption and by limiting access to the people who need it. No system is perfectly secure. If a breach creates a real risk of significant harm to you, we will tell you and the privacy commissioner, as the law requires.

Your choices

1. 7.18

   You can ask what information we hold about you, how we use it and who we have shared it with. You can ask us to correct it, and you can withdraw your consent. Write to [privacy email]. We will confirm who you are, and we answer within 30 days, at no cost.

2. 7.19

   Aiova is for adults. We do not knowingly collect personal information from children.

3. 7.20

   If you are not satisfied with our answer, you can complain to the Office of the Information and Privacy Commissioner for British Columbia (oipc.bc.ca) or the Office of the Privacy Commissioner of Canada (priv.gc.ca). For health information in Alberta or Ontario, you can also contact the Office of the Information and Privacy Commissioner of Alberta (oipc.ab.ca) or the Information and Privacy Commissioner of Ontario (ipc.on.ca).

4. 7.21

   When this policy changes, we change the date at the top of this page.

1. 8.1

   We are building this site to meet the Web Content Accessibility Guidelines (WCAG) 2.2 at level AA.

2. 8.2

   It was last checked [date and method of the last accessibility check].

3. 8.3

   Known limitations: [what that check found, or "none known"].

4. 8.4

   If your device is set to reduce motion, the site’s animation stays still.

5. 8.5

   If something on the site is hard to use, or you need the information in another format, write to [accessibility contact email]. We will reply within [reply time] and give you the information another way.