Terms & Conditions – Klaro Health by Klaro Ventures Philippines Inc.

Last updated: 12 July 2026

Welcome to Klaro Health, a digital service operated by Klaro Ventures Philippines Inc., 121- 3/F Corinthian Plaza, Paseo de Roxas, Legazpi Village, Makati City 1223 (the “Company,” “Klaro Health,” “we,” “us,” or “our”). By accessing or using the Klaro Health website or mobile application (the “Platform”), creating an account, booking a service, or paying any amount through the Platform, you acknowledge that you have read, understood, and agree to these Terms and Conditions (the “Terms”). 

Klaro Health is a coordination and technology platform: it does not operate a clinical laboratory, does not practice medicine, does not provide medical diagnosis or treatment, and does not offer emergency care. All laboratory testing is performed by duly licensed partner laboratories, which issue the official laboratory reports.

Any health-related insights or AI-assisted interpretations available on the Platform are provided for general information and wellness education only and are not a substitute for professional medical advice. If you do not agree to these Terms, please do not use the Platform.

1. Definitions

“Platform” means the Klaro Health website and mobile application through which services are booked and managed.

“Services” refer to at-home specimen collection and logistics arranged via Klaro Health, coordination with duly licensed laboratories for diagnostic testing, and delivery of laboratory results; they may include wellness education and AI-assisted interpretations for informational purposes only.

“Partner Laboratory” means any duly licensed clinical laboratory that performs the actual testing and issues the official report.

“Medical Technologist,” “RMT,” or “Collector” means a Registered Medical Technologist licensed in the Philippines engaged to perform specimen collection.

“User” means the person who creates a booking, pays for the Services, and accepts these Terms.

“Other Recipient” means any individual (for example a parent, spouse, child, or relative) for whom the User books or pays for a Service with their consent.

“Appointment Time” means the confirmed date and time stated in your booking confirmation (Philippine Standard Time).

2. Eligibility; Service Geography; Acting for Others

2.1 Age and capacity. You must be at least 18 years old or have a parent/guardian accept these Terms on your behalf. You represent that you have legal capacity to enter into this agreement.

2.2 Service geography. Bookings are available only within the Philippines in serviceable areas published or advised by Klaro Health. If you access or arrange Services from outside the Philippines, you are responsible for compliance with local laws.

2.3 Acting for Others. When booking for an Other Recipient, you confirm that you are authorized to share their information and to receive their results. Bookings for minors are accepted only if the patient is at least five (5) years old and the booking is placed by a parent or legal guardian (or a person with proper authority). We may request proof of identity and authority. Our medical staff will verify patient identity at the time of visit through a valid government-issued ID.

2.4 Health suitability. Services are intended for individuals without known conditions that make blood collection unsafe (e.g., bleeding disorders, severe anemia, fragile veins). If unsure, consult your doctor before booking. We may decline a collection if, in our reasonable assessment, conditions are unsuitable or unsafe.

3. Accounts; Electronic Communications

3.1 Account creation. You may place an order with or without creating an account; if you book without an account, one may be created for you to access records and results. Keep your credentials confidential; you are responsible for all activity under your account.

3.2 Communications. You consent to receive confirmations, updates, notices, and support messages through electronic and digital channels, including email, SMS, Viber, Messenger, in-app notifications, and (where available) website chat.

3.3 Electronic records and signatures. You agree that electronic records and acknowledgments associated with your bookings and consent are valid and enforceable to the fullest extent permitted by law.

4. Booking, Pricing, Payments, and Fees

4.1 Booking. A booking is confirmed upon successful payment or explicit confirmation stated on the Platform.

4.2 Pricing and taxes. Prices, fees (including any home-visit/logistics fees), and applicable taxes are disclosed at checkout. We may correct obvious errors or withdraw incorrectly priced offerings.

4.3 Payments. Payments are processed by secure third-party payment partners. By paying through the Platform, you authorize such partners to process your payment according to their terms.

5. Cancellations and Rescheduling

5.1 Appointment Time. “Appointment Time” means the confirmed date and time in your booking confirmation. All times are Philippine Standard Time.

5.2 Cancellations.

(a) 24 hours or more before the Appointment Time: refund less a 5% processing fee.

(b) Less than 24 hours before the Appointment Time: non-refundable.

5.3 Rescheduling.

(a) 24 hours or more before the Appointment Time: free.

(b) Less than 24 hours before the Appointment Time: ₱499 rescheduling fee, payable before the new slot is confirmed.

5.4 How to request. Submit cancellation or rescheduling requests by emailing help@klaro.ph or via chat on our website (where available), or through the Platform if that option is enabled. The applicable window (24 hours or more / less than 24 hours) is determined by the timestamp when Klaro Health receives your request.

5.5 Company-initiated changes. Klaro Health may reschedule when reasonably necessary (for example, service disruptions, staff unavailability, traffic, or adverse weather). You will be notified as early as practicable and offered the next available slot at no charge.

5.6 Force majeure. Events covered by Section 15 (Force Majeure) are handled case-by-case. Fees may be waived where appropriate.

5.7 Per appointment. These rules apply per appointment; any refunds, fees, or waivers apply only to the affected appointment.

6. Preparation; Specimen Collection; Safety

6.1 Preparation. You are responsible for following pre-collection instructions (e.g., fasting, hydration, medication guidance provided by your physician). Result variability may arise from preparation differences.

6.2 Collection standards. All collections are performed by licensed RMTs following standard safety and infection-control procedures. Our staff may verify identity and postpone or decline a visit if conditions are unsafe or unsuitable.

6.3 Chain of custody. Specimens are labeled, sealed, and transported to Partner Laboratories under standard chain-of-custody protocols.

6.4 Acknowledgment of risks. By booking, you acknowledge common risks of venipuncture and home service logistics, including minor pain, bruising, hematoma, swelling, tenderness, dizziness, fainting, rare infection or allergic reaction, difficult draws necessitating additional attempts or re-draws, postponements for safety, and transport delays due to traffic or weather that could require re-draw.

7. Laboratory Testing; Results; AI-Assisted Insights

7.1 Partner Laboratories. Partner Laboratories perform the actual testing and issue the official laboratory reports as the laboratory of record. Klaro Health coordinates orders and logistics but does not operate a clinical laboratory and does not alter official lab data.

7.2 Delivery of results. Results are delivered exactly as provided by the laboratory. They are currently sent by email and may later be accessible via the Platform. Partner Laboratories may also directly release results or retain copies as required by law.

7.3 Turnaround time. Turnaround times vary by test and lab workflow. While many results are available the same day or next business day, timelines are estimates and not guarantees.

7.4 AI-assisted interpretations. Klaro Health may provide AI-assisted interpretations or wellness insights based on laboratory data. These are informational and educational only and do not constitute medical advice, diagnosis, or treatment. Always consult a licensed medical professional for clinical decisions. Klaro Health’s use of AI is conducted responsibly and in accordance with our Privacy Policy, and we implement appropriate safeguards to protect your personal data while providing these features.

8. No Medical Advice; Emergencies

The Platform and any information shared through it—including AI-generated or staff-written content—are for general education and wellness guidance only. Klaro Health does not diagnose, treat, or prescribe. If you feel unwell or experience an emergency, seek immediate care from a licensed medical professional or hospital.

9. Privacy and Data Protection

9.1 Policy incorporation. Your use of the Services is subject to Klaro Health’s Privacy Policy, which forms an integral part of these Terms.

9.2 Use and sharing. Personal and health data are used to process bookings, coordinate with laboratories and medical technologists, handle payments, deliver results, support customers, improve service quality, and personalize your experience on the Platform. Your health data is shared only with authorized laboratories, medical technologists, and, where necessary, logistics, technology, and payment partners to fulfil your order or as required by law. Limited, non-health interaction and transaction data may also be shared with advertising and analytics partners for measurement, as described in our Privacy Policy.

9.3 De-identified data. Klaro Health may use or share de-identified data (with personal identifiers removed) for analytics, research, service improvement, or reporting. Klaro Health does not sell personal data.

10. Vouchers, Promotions, and Referral Programs

From time to time, Klaro Health may offer discount vouchers, account credits, or general price reductions. Their issuance, eligibility, caps, validity, application order, exclusions, and effects on cancellations/refunds are governed by Appendix A (Discounts, Vouchers, and Credits Terms), which forms an integral part of these Terms. Promotional discounts (including vouchers, credits, and general discounts) may not be combined with statutory Senior Citizen or PWD discounts; where a transaction qualifies for a statutory discount under applicable law, the statutory discount shall apply in lieu of any promotional discount. In the event of conflict, Appendix A controls.

11. Acceptable Use; Suspension or Termination

11.1 Acceptable use. Use the Platform only for lawful purposes and in good faith. Do not misrepresent your identity, harass or abuse personnel, interfere with systems, attempt to bypass security, or use the Services in a manner that risks safety or violates these Terms.

11.2 Suspension/termination. We may suspend or terminate access and/or cancel affected bookings (with refunds handled under these Terms) if we reasonably believe there is fraud, abuse, safety risk, unlawful use, or material breach. Provisions on intellectual property, privacy, refunds, limitation of liability, indemnification, dispute resolution, and severability survive suspension or termination.

12. Refunds and Service Issues

If a service issue occurs (e.g., failed collection or lab error), contact us within seven (7) days at help@klaro.ph or via website chat (where available). After review, we may offer a re-draw, service credit, or refund. Approved refunds will be processed through the original payment method within a reasonable time.

13. Intellectual Property; User Materials

13.1 Our IP. All content, design, software, and trademarks on the Platform are owned by Klaro Ventures Philippines Inc. or its licensors and are protected by applicable laws. You may use them only for personal, non-commercial purposes. Copying, reverse-engineering, or derivative use is prohibited.

13.2 Your materials. By uploading prescriptions or other materials, you represent that you have the right to provide them and grant Klaro Health a limited license to use them solely to deliver the Services and comply with law and our Privacy Policy.

14. Indemnification

You agree to indemnify and hold Klaro Ventures Philippines Inc., its directors, officers, employees, and partners free and harmless from any claims, damages, losses, or expenses (including reasonable attorney’s fees) arising out of (a) your use or misuse of the Platform or Services; (b) your breach of these Terms; (c) any inaccuracy in information you provide; or (d) any claim relating to a service booked for an Other Recipient, except to the extent caused by Klaro Health’s willful misconduct or gross negligence.

15. Force Majeure

Klaro Health shall not be liable for delay or failure to perform due to events beyond its reasonable control, including acts of God, natural disasters, pandemics, war, government actions, strikes, civil unrest, power or network outages, or system failures. During such events, Klaro Health may suspend or terminate affected Services without liability.

16. Limitation of Liability

To the fullest extent permitted by law, the Platform and Services are provided “as is.” Klaro Health’s total liability for any claim arising from a booking shall not exceed the total amount you paid for the affected booking (aggregate cap per affected booking), regardless of the number of issues or claims. Klaro Health is not liable for indirect, incidental, special, exemplary, or consequential damages. Nothing in these Terms excludes liability that cannot be excluded under applicable law.

17. Changes to These Terms

We may revise these Terms by posting an updated version on the Platform. Unless a different effective date is stated, changes take effect upon posting. Your continued use after posting constitutes acceptance of the updated Terms.

18. Governing Law; Venue; Amicable Settlement

These Terms are governed by Philippine law. Any dispute arising out of or relating to these Terms shall be submitted to the proper courts of Makati City, Metro Manila, to the exclusion of all other venues. Before filing suit, the parties shall first seek amicable settlement in good faith.

19. Miscellaneous

19.1 Severability. If any provision is held invalid or unenforceable, the remainder remains in full force.

19.2 No waiver. Failure to enforce any right is not a waiver of such right.

19.3 Entire agreement. These Terms, together with the Privacy Policy, constitute the entire agreement between you and Klaro Ventures Philippines Inc. concerning the subject matter and supersede prior communications.

19.4 Assignment. You may not assign rights or obligations without our prior written consent. We may assign to an affiliate or successor in interest.

19.5 No third-party rights. No third party has any enforceable rights under these Terms.

19.6 Headings. Headings are for convenience and do not affect interpretation.

20. Contact Us

Klaro Ventures Philippines Inc.

121 - 3/F Corinthian Plaza, Paseo de Roxas, Legazpi Village, Makati City 1223

Email: help@klaro.ph

Data Protection Officer: Daniel Vaverka, privacy@klaro.ph

Appendix A

Discounts, Vouchers, and Credits Terms

Last updated: 29 November 2025

A.1 Definitions. “Voucher” means a code-based or auto-applied discount made available by Klaro Health and redeemable against an eligible booking. “Credits” means non-cash, account-based value issued by Klaro Health (e.g., referral rewards or service credits) that may be applied to future eligible bookings. “General Discounts” means standing or promotional price reductions automatically applied at checkout when eligibility criteria are met (no code required).

A.2 Issuance and eligibility. Klaro Health may, from time to time, issue Vouchers or Credits, or make General Discounts available. Eligibility, minimum spends, applicable services, and other conditions are governed by this Appendix (unless separate program-specific terms are expressly published).

A.3 Order of application. Unless expressly stated otherwise, Credits apply first, followed by any Voucher, and then any General Discount. Any unpaid balance is settled via normal payment methods.

A.4 Non-transferability; no cash value. Vouchers and Credits are not legal tender, have no cash value, are non-transferable, and may not be sold, exchanged, or converted to cash.

A.5 Stacking and exclusions. Vouchers, Credits, and General Discounts generally cannot be combined with one another or with other promotional offers unless explicitly allowed at checkout. They do not apply to fees already paid, prior bookings, or transactions outside the Platform, and may be excluded from certain services or fees at Klaro Health’s discretion.

A.6 Statutory Senior Citizen/PWD discounts. Promotional discounts (Vouchers, Credits, General Discounts) may not be combined with Senior Citizen or PWD discounts. Where a transaction qualifies for a statutory discount under applicable law, the statutory discount shall apply in lieu of any promotional discount.

A.7 Caps and limits (inclusive of taxes). Unless expressly stated otherwise, any Voucher, Credit, or General Discount applied to a single booking is capped at ₱750 or twenty five percent (25%) of the booking price (inclusive of taxes), whichever is higher.

A.8 Validity and forfeiture.

(a) Vouchers expire three (3) months from issuance unless a different validity period is expressly stated at issuance. Unused/expired Vouchers are forfeited.

(b) Credits expire twelve (12) months from issuance unless a different validity period is expressly stated at issuance. Unused/expired Credits are forfeited.

(c) Expired, canceled, or fraudulently obtained Vouchers or Credits are void and will not be reissued.

A.9 Withdrawal or modification prior to checkout. Klaro Health may change, limit, or withdraw any Voucher, Credit, or General Discount at any time prior to checkout without prior notice. The discount shown at checkout (if any) is the one that will apply to that transaction.

A.10 Errors, misuse, and fraud. Klaro Health may decline, reverse, or adjust Vouchers or Credits in cases of suspected fraud, misuse, ineligibility, or obvious error, and may suspend or terminate accounts engaged in such activity.

A.11 Cancellations, rescheduling, and refunds.

(a) If a booking paid with a Voucher and/or Credits is canceled or refunded in accordance with the Terms, the cash portion (if any) is refunded to the original payment method. The Voucher is not refundable in cash and may be reinstated only if still within its validity when the refund is processed; Credits used for the booking may be returned to the account if still within their validity, at Klaro Health’s discretion.

(b) If a booking is rescheduled, previously applied Vouchers or Credits may be honored for the rescheduled booking only if still valid at the time of rescheduling and applicable to the new service/date; otherwise, the price at reschedule will apply without that discount.

A.12 Printed materials and static QRs. Any leaflet, poster, or static QR does not itself confer a discount. Discounts are applied only if shown at checkout in accordance with this Appendix.

A.13 Taxes and transparency. Prices and discount caps are computed inclusive of taxes. The final payable amount (after any Voucher, Credits, or General Discount) will be clearly displayed at checkout before you confirm payment.