• The patient acknowledges and accepts the possibility of delivery delays when returning their sample. These delays may occur due to factors beyond FxMed’s control, such as extreme weather events and other unforeseen circumstances. FxMed will always strive to be transparent about any such delays that may affect sample viability. In certain cases, a sample recollection may be required at no additional cost.

• FxMed cannot provide answers regarding patient’s healthcare or why certain functional pathology tests may have been recommended. FxMed is unable to provide pathology test results directly to patients. Results can only be obtained through the patient’s healthcare practitioner.

• It is the patient’s responsibility to follow the instructions provided inside the test kit accurately. For further assistance, patients should contact their healthcare practitioner for clarification.

• Requests for a refund on an unsubmitted test must be made no more than 14 days after the test kit order. TruAge, SIBO and FAST test kits must be returned, in the original condition for any refund on the test.

• Samples must be submitted within 6 months of test kit order.

• FxMed is not liable for any outcome as a result of inaccurate information on the requisition form and will not be filling in missing information from either the requisition form or sample vials.

  Requisition forms are found inside each test kit and must be completed in full including the Practitioner’s name or clinic name. If the requisition also contains a QR code for information to be uploaded, this must also be completed prior to sending the sample. It is the responsibility of BOTH the patient and practitioner to ensure all details are clearly printed and match the information written on the collection sample. Missing information on either the requisition form and/or the sample will result in cancellation of the sample and a resubmit will be required at additional cost.

  Please ensure the original requisition forms are sent back with the samples. We cannot accept photocopied requisition forms.

At FxMed, we are committed to enhancing the accuracy and efficiency of our services by leveraging the power of Artificial Intelligence (AI) tools. AI may be used to assist in the interpretation of functional test results, helping us make more informed recommendations. 

We recognise the utmost importance of maintaining the confidentiality of both your personal and patient data. Any data that is processed by AI systems (including offshore third-party processing partners) is done in strict accordance with our privacy policy. We ensure that no personally identifiable information (PII) is included in the data used for AI analysis. To maintain anonymity and protect your privacy, all personal information is removed or anonymised prior to being processed by AI models.  

Our AI tools are utilised solely for the purpose of enhancing service delivery, improving the quality of care, and supporting the decision-making process. We continuously monitor and assess the data handling practices of AI systems to ensure they align with best practices in data protection.

Your Rights and Choices

We value transparency in our use of AI and encourage you to reach out with any questions or concerns you may have regarding how your data is being used. If you would like more information about how we use AI or if you have concerns regarding the privacy of your data, please do not hesitate to contact us directly at trustcentre@fxmed.co.nz

Our Commitment

At FxMed, we deeply value the trust you place in us. Our use of AI is designed to support our healthcare professionals, ensuring that we provide the best possible outcomes for practitioners and patients. 

By using our services, you acknowledge and agree to the terms outlined in this privacy statement and consent to the use of AI in accordance with the guidelines stated here. We remain dedicated to maintaining a safe, secure, and transparent environment for all individuals engaging with FxMed.

FxMed respects your right to privacy and is committed to safeguarding the privacy of our customers and website visitors. We adhere to the New Zealand Privacy Act 2020 when dealing with personal information. This policy sets out how we will collect, use, disclose and protect your personal information.

We collect personal information about you from:

• You, when you provide that personal information to us, including via the website and any related service, through registering for an account or event, through any contact with us (e.g. telephone call or email), or when you buy or use our services and products
• Third parties where you have authorised this or the information is publicly available.

We may use your personal information: 

• To provide services and products to you
• To market our services and products to you, including contacting you electronically (e.g. by text or email for this purpose)
• To improve the services and products that we provide to you
• To respond to communications from you, including a complaint
• For any other purpose authorised by you or the Act.

Internet use

While we take reasonable steps to maintain secure internet connections, if you provide us with personal information over the internet, the provision of that information is at your own risk. 

Cookies

We use cookies (an alphanumeric identifier that we transfer to your computer’s hard drive so that we can recognise your browser) to monitor use of the website. You may disable cookies by changing the settings on your browser, although this may mean that you cannot use all of the features of the website.

Protecting your personal information

We will take reasonable steps to keep your personal information safe from loss, unauthorised activity, or other misuse.

If you have any questions about this privacy policy, our privacy practices, or if you would like to request access to, or correction of, your personal information, you can contact us at trustcentre@fxmed.co.nz

It remains the Practitioner’s duty of care to oversee and advise their clients on how to conduct (and interpret) their functional tests. Patients who contact FxMed with technical (non-admin) questions will be referred back to their Practitioner.

Practitioners must ensure that the patient is well-informed on which tests to mark on the requisition form. FxMed are not liable for any additional tests/incorrect tests that the patient marks on the requisition form.

By proceeding with self-test orders, you hereby confirm, understand and agree to the following:

• The test ordered is for you as the practitioner, or an immediate family member that lives in the same household.
• The test kit can only be delivered to your clinic address for self-test orders
• Test results will be uploaded in the same Test Result Portal as patient results (as per your customer code)
• FxMed may limit your account as a result of providing fraudulent or misleading information.
  
  
  

You can pay for self-tests with your credit card or can Charge to Account if you are a pay after dispatch customer. 

By placing a product order, you agree to the following terms and conditions.

Refunds/Returns for Faulty Products

Refunds are only available for faulty products, or if supplied in error or damaged in transit.  If you receive a faulty item, please notify us within 7 days of receiving your order. The faulty product must be returned to us within 14 days of receipt. Products arriving at FxMed which are damaged due to improper packing will not be credited. 

No Refunds for Change of Mind or Over-Ordered Quantities
We do not offer refunds or returns for change of mind, or if products were over-ordered due to future changes your practitioner may make to your treatment plan/authorisation.

Product Expiry Dates
Product expiry dates are clearly visible on the ordering form. Please carefully check these dates when placing your order online. We are unable to offer exchanges or returns based on product expiry dates.

No Redistribution of Products
Products purchased by patients from authorisations are based for personal use only or as directed by practitioner. They may not be redistributed, resold, or supplied to third parties.

Practitioner-Directed
Please follow dosage instructions provided or take as directed by your practitioner. FxMed is unable to provide health or product advice, please contact your practitioner directly for any concerns or questions. FxMed does not accept liability for any loss, damage or consequence as a result of any health or product related information provided or as a result of supplements consumed.