Terms of Service

Last updated: 23 October 2026

1. About SymptomX

These Terms of Service apply to purchases made through the SymptomX website at https://www.symptomx.health.

SymptomX is operated by Ben Mountifield, a registered nutritional therapist and sole trader.

Business contact details

In these terms, “we”, “us” and “our” refer to the SymptomX business operated by the person identified above. “You” and “your” refer to the customer purchasing our services.

Please read these terms before placing an order. They explain the service we provide, how orders are handled and the rights and responsibilities that apply to your purchase.

2. Our service

SymptomX offers practitioner-supported gut health testing packages. Our initial package combines the GutMapDx GI Axis Advanced Complete Gut Microbial Test with personal interpretation of the results by SymptomX.

The package is intended to help customers understand their test findings and consider appropriate next steps.

The package includes:

  • One GutMapDx GI Axis Advanced test kit.

  • Delivery of the kit to the delivery address supplied at checkout.

  • Access to the relevant laboratory testing service through GutMapDx.

  • Personal interpretation of the resulting report by SymptomX, in accordance with the service description displayed on the product page at the time of purchase.

Any additional consultations, repeat tests, follow-up appointments or other services are excluded unless expressly stated on the product page or agreed separately in writing.

The precise scope and format of the interpretation service will be described on the relevant product page. We will not knowingly substitute a materially different service without your agreement.

3. Ordering and contract formation

You may place an order through the SymptomX website by following the checkout process.

Before submitting your order, please check that your contact details, delivery address and order information are correct.

Your order constitutes an offer to purchase the package. An automated acknowledgement of your order does not necessarily mean that the order has been accepted.

The contract between you and SymptomX is formed when we confirm acceptance of your order by email, or otherwise expressly confirm acceptance.

We reserve the right to decline an order where we have a legitimate reason, such as an inability to fulfil the service or a material error in the listing. If payment has already been taken and we cannot fulfil an accepted order, we will arrange an appropriate refund.

We will provide confirmation of your purchase and the relevant contractual information by email.

4. Price and payment

The advertised price of the GI Axis Advanced testing package is £450, unless a different price is clearly displayed and agreed at checkout.

The price includes the kit and the personal interpretation service described on the product page. Delivery is included where stated on the product page.

The total amount payable will be displayed before you complete your order. Any applicable taxes and additional charges will be presented in accordance with applicable law.

Payment is processed using the payment options made available at checkout. We do not intend to collect or store your full payment card details directly.

Your order will be processed once payment has been successfully authorised and accepted.

5. Suitability for testing

Testing is not necessarily appropriate for everyone or for every set of symptoms.

We may ask you to complete a suitability assessment or provide relevant information before proceeding with testing or interpretation. Where the assessment indicates that testing may not be appropriate, or that medical assessment should take priority, we may pause the process and discuss appropriate next steps with you.

If we cannot reasonably proceed with the purchased service, we will explain the position and discuss the available options, including any refund that may be due under applicable law.

A gut microbiome test is not a substitute for medical assessment where this is indicated. If you have concerning, severe or persistent symptoms, you should seek appropriate medical advice.

6. Kit delivery and fulfilment

The test kit is supplied through GutMapDx and may be dispatched directly to you.

You are responsible for providing an accurate and complete delivery address and for following the instructions supplied with the kit.

Delivery estimates, where provided, are estimates rather than guarantees unless expressly stated otherwise. If there is a significant delay, a delivery problem or an issue with the kit, please contact SymptomX so that we can investigate with the relevant supplier.

If your kit arrives damaged, incomplete or apparently defective, please contact us promptly and provide details of the problem. We will work with the supplier to resolve the issue in accordance with your statutory rights.

You should not use a kit that appears damaged or compromised or that is no longer suitable for use.

7. Sample collection and laboratory processing

You must follow the kit instructions concerning sample collection, packaging, storage and return.

The laboratory may be unable to process a sample if it is collected incorrectly, arrives in an unsuitable condition or does not meet the laboratory's requirements.

If a sample cannot be processed, we will explain the available options where that information is provided to us. Replacement kits, repeat testing and additional charges will be considered according to the circumstances, the applicable supplier arrangements and your statutory rights.

We cannot guarantee that every submitted sample will produce a complete or interpretable result.

Any laboratory-specific requirements or limitations supplied with the kit also apply to the laboratory testing process.

8. Results and personal interpretation

Once the laboratory results are available to us, we will review them and provide the personal interpretation included in your package.

The expected format, scope and any indicative timescale for interpretation will be stated on the product page or confirmed to you separately.

Interpretation is based on the results available, the information you provide and the scope of the service purchased. If important information is missing, we may need to ask questions or explain the limitations of our interpretation.

The service does not include unlimited consultations, ongoing monitoring, repeat testing, medical investigations or continuing support unless expressly included in the package or separately agreed.

If results are delayed or the interpretation cannot be completed within the stated or reasonably expected timeframe, we will keep you informed and discuss an appropriate resolution.

9. Nature and limitations of the service

Gut microbiome testing provides information about the sample analysed. Findings should be interpreted in context and may not, by themselves, establish the cause of symptoms or demonstrate that a particular intervention will be effective.

The interpretation service is intended to support understanding of the results and consideration of appropriate next steps. It is not a substitute for diagnosis, treatment or medical care provided by an appropriately qualified healthcare professional.

We do not guarantee that testing will identify the cause of your symptoms, lead to a particular diagnosis, improve your health or produce a specific outcome.

You should not delay seeking medical advice, discontinue prescribed medication or make significant treatment decisions solely on the basis of a test report or its interpretation.

Where your symptoms or findings warrant medical assessment, you should consult an appropriate healthcare professional. If you believe you may be experiencing a medical emergency, seek emergency assistance.

Nothing in these terms excludes any professional obligations or legal responsibilities that apply to the services we provide.

10. Cancellation, returns and refunds

Your statutory rights are not affected by these terms.

For online purchases, you may have a legal right to cancel within a specified period. The applicable cancellation period and requirements can differ between the physical kit and the interpretation service forming part of the package.

For a standard distance sale of goods, the cancellation period generally runs for 14 days from the day you receive the goods. For a service contract, it generally runs for 14 days from the day the contract is entered into, subject to applicable statutory provisions and exceptions.

If you wish to cancel, contact us using the details in section 1. We will explain the applicable process and provide return instructions where necessary.

If you ask us to begin the interpretation service during an applicable cancellation period, we will obtain any consent or acknowledgement required by law before starting. Where a service is cancelled after you have expressly requested early performance, an amount may be payable for the part of the service properly performed, where the law permits this.

Whether a kit can be returned, and the consequences of opening or using it, will depend on the circumstances and applicable law. We will assess each case individually. We will not apply a blanket exclusion of statutory cancellation or refund rights.

If the kit is faulty, damaged, not as described, or the service is not provided as required by law, you may have additional rights to a replacement, repeat performance, price reduction or refund, depending on the circumstances.

Any refund due will be processed using the appropriate payment method and within the applicable legal timeframe.

11. Customer responsibilities

You agree to:

  • Provide accurate contact and delivery information.

  • Follow the kit's instructions and relevant laboratory requirements.

  • Provide information reasonably needed for the service, where requested.

  • Contact us promptly if there is a problem with your order or kit.

  • Use the service responsibly and not rely on it as a replacement for necessary medical care.

You are responsible for making your own decisions about seeking medical advice and for sharing relevant information with your healthcare professional where appropriate.

12. Personal information and confidentiality

We process personal information to manage orders, arrange fulfilment, provide interpretation and respond to enquiries.

Where necessary to provide the service, relevant information may be shared with GutMapDx, the laboratory, delivery providers, payment processors or other service providers involved in fulfilling your purchase.

Health information is handled separately from routine payment and order information using appropriate safeguards. We will process personal data in accordance with applicable data protection law and the SymptomX Privacy Notice.

Please read our Privacy Notice for information about the personal data we collect, the purposes and legal bases for processing, data sharing, retention and your rights.

13. Complaints and customer support

If you have a question or complaint about your order, delivery, test kit or interpretation service, please contact us using the details in section 1.

Please include your order number and a description of the issue, but do not send sensitive health information through an ordinary email unless we have provided an appropriate secure method.

We will review your concern and aim to respond within a reasonable time. Where the issue relates to the laboratory or kit supplier, we may need to contact them to investigate.

Nothing in this section limits your legal rights or any right to pursue an available complaint or dispute-resolution process.

14. Our legal responsibilities

We will provide our services with reasonable care and skill as required by applicable law.

Nothing in these terms excludes or limits liability where such exclusion or limitation would be unlawful, including liability for fraud, fraudulent misrepresentation or any other liability that cannot legally be excluded.

Subject to those protections, we are not responsible for losses that could not reasonably have been anticipated when the contract was made or for matters outside our reasonable control, to the extent permitted by law.

These terms do not remove or reduce any rights you have under applicable consumer protection legislation.

15. Events outside our control

If circumstances outside our reasonable control prevent or delay fulfilment, including significant supplier or laboratory disruption, delivery network disruption or other exceptional events, we will inform you where reasonably practicable and take reasonable steps to minimise the impact.

If the disruption means that we cannot provide the service, we will discuss the available options with you and provide any refund or other remedy required by law.

This section does not remove your statutory rights.

16. Changes to these terms

We may update these terms from time to time to reflect changes in our business, services or legal obligations.

The version applicable to your purchase will normally be the version in force when we accept your order, unless a change is required by law or you agree to a variation.

We will make the current version available on our website and display the date on which it was last updated.

17. Governing law

These terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to you.

If you are a consumer, you may have the right to bring proceedings in the courts of the part of the United Kingdom in which you live. Nothing in these terms removes any applicable legal rights concerning jurisdiction.

18. Contact us

For questions about these terms, your order, cancellation or the service, contact:

SymptomX

Email: hello@symptomx.health

Website: https://www.symptomx.health