These Terms of Service ("Terms") govern your access to and use of the Masdiag website (masdiag.com), the Masdiag Client Portal, and the diagnostic testing services provided by Masdiag ("we", "us", or "our"). By accessing our website, creating a portal account, or using our services, you agree to be bound by these Terms. If you do not agree, please do not use our services.
These Terms apply to all users, including individual patients and consumers ("Individual Users"), healthcare professionals ("Healthcare Providers"), and business partners such as laboratories, wellness brands, distributors, and research institutions ("Business Partners"). Collectively referred to as "you" or "User".
You must be at least 18 years of age to create an account or use our services. By registering, you represent that the information you provide is accurate, complete, and current, and you agree to update it as necessary.
Individual users may create a personal account to access test results, view order history, and manage their profile. Individual testing may be ordered through an authorised healthcare professional or via our partner platforms.
Healthcare providers may register for a professional account to order tests on behalf of their patients, access patient results, and manage clinical workflows. You represent that you hold the appropriate professional qualifications and registrations required in your jurisdiction to order and interpret diagnostic tests.
Business partners access the Portal under a commercial agreement with Masdiag. Additional terms may apply as set out in your partnership, distribution, or service agreement. In the event of a conflict between these Terms and a signed commercial agreement, the commercial agreement shall prevail.
You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You agree to notify us immediately at support@masdiag.com if you suspect any unauthorised access to your account.
Masdiag provides laboratory analytical services. Our results report quantitative and qualitative measurements of analytes in biological samples using validated analytical methods. Results are intended to support clinical decision-making by qualified healthcare professionals and should not be used as the sole basis for diagnosis or treatment.
Masdiag does not provide medical advice, diagnosis, or treatment recommendations. Test results should be interpreted by a qualified healthcare professional in the context of the patient's clinical history, symptoms, and other diagnostic information. Individual users should consult their healthcare provider regarding the significance of their results and any actions to take.
Accurate results depend on proper sample collection, handling, and transport. Users must follow the sample collection instructions provided with each test kit or as specified by Masdiag. We reserve the right to reject samples that do not meet our quality criteria, are improperly labelled, arrive damaged, or are received outside acceptable stability windows. Where a sample is rejected, we will notify the submitting party and may request a replacement sample.
We aim to deliver results within 3–5 working days from the time a valid sample is received at our laboratory. Turnaround times are estimates and may vary due to sample quality, testing complexity, reanalysis requirements, or circumstances beyond our control. Turnaround times do not include postal transit time.
Results are delivered electronically through the Portal, or by other secure means as agreed with the submitting party. For Individual Users, results may be released directly to the user or to their nominated healthcare provider, depending on the test type and applicable regulations. For Business Partners and Healthcare Providers, results are delivered in accordance with the terms of the applicable service agreement.
Access to the Portal is provided on an "as is" and "as available" basis. We use commercially reasonable efforts to ensure the Portal is available and functioning, but we do not guarantee uninterrupted or error-free access. We may perform scheduled maintenance, updates, or modifications to the Portal, and will endeavour to provide advance notice where practicable.
You agree to use the Portal only for its intended purpose and in accordance with these Terms and all applicable laws. You shall not:
We reserve the right to suspend or terminate your Portal access at any time if we reasonably believe you have violated these Terms, engaged in fraudulent activity, or if required by law. We will provide notice of suspension or termination where reasonably practicable, unless immediate action is required to protect the security of our systems or other users.
All content on the Masdiag website and Portal — including text, graphics, logos, images, software, analytical methods, report formats, and data visualisations — is the property of Masdiag or its licensors and is protected by applicable intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from any of our content without prior written consent.
You retain ownership of any data, information, or samples you submit to us. By submitting samples and data, you grant Masdiag a non-exclusive, worldwide licence to process, analyse, and store your data for the purpose of providing our Services, fulfilling our contractual obligations, and complying with legal and regulatory requirements.
We may use anonymised and aggregated data derived from analytical results for research, method development, quality assurance, and statistical purposes. Anonymised data cannot be linked back to any individual and is not considered personal data under applicable data protection laws.
Fees for our Services are as quoted in your service agreement, on our partner platforms, or as otherwise communicated in writing. All prices are exclusive of applicable taxes unless stated otherwise.
Business Partners and Healthcare Providers are invoiced in accordance with their service agreement, typically on 14-day or 30-day payment terms. Individual Users pay at the time of ordering through the applicable partner platform or payment method. Overdue invoices may incur late payment interest at the rate of 1.5% per month or the maximum rate permitted by law, whichever is lower.
Due to the nature of diagnostic testing, refunds are generally not available once a sample has been received and processed. If a sample is rejected prior to analysis, we will work with you to arrange a replacement sample or, where appropriate, issue a credit or refund. Refund requests should be directed to support@masdiag.com.
Each party agrees to keep confidential all non-public information received from the other party in connection with these Services, including business information, analytical methods, pricing, patient data, and technical specifications. This obligation does not apply to information that is publicly available, independently developed, or required to be disclosed by law.
To the maximum extent permitted by law, Masdiag's total liability arising from or relating to these Terms or our Services shall not exceed the fees paid by you to Masdiag in the twelve (12) months preceding the event giving rise to the claim.
To the maximum extent permitted by law, Masdiag shall not be liable for any indirect, incidental, consequential, special, or punitive damages, including loss of profits, revenue, data, or business opportunities, regardless of the cause of action or theory of liability, even if advised of the possibility of such damages.
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by applicable law.
Masdiag shall not be liable for any failure or delay in performing our obligations where such failure or delay arises from circumstances beyond our reasonable control, including natural disasters, pandemics, government actions, postal or courier disruptions, utility failures, cyberattacks, or supplier failures.
Masdiag warrants that our diagnostic services will be performed with reasonable care and skill using validated analytical methods and appropriately maintained equipment. We stand behind the accuracy of our results within the validated performance characteristics of each method.
While we apply rigorous quality standards, biological testing is inherently subject to biological variability, pre-analytical factors (such as sample collection, storage, and transport), and analytical uncertainty. We do not guarantee that results will be free from error in all circumstances. Where we identify a potential error, we will reanalyse the sample where possible and notify the affected party.
Our website and Portal are provided "as is" and "as available". We make no representations or warranties regarding the availability, reliability, or accuracy of the website or Portal beyond what is stated in these Terms.
We process personal data in accordance with our Privacy Policy, which forms part of these Terms. By using our Services, you acknowledge that you have read and understood our Privacy Policy. For Business Partners and Healthcare Providers who submit patient data, a Data Processing Agreement (DPA) may apply in accordance with GDPR and other applicable data protection legislation.
Masdiag operates in compliance with applicable laboratory and diagnostic regulations in the jurisdictions we serve. Our analytical methods are validated according to recognised standards. Users are responsible for ensuring that their use of our Services complies with the laws and regulations of their own jurisdiction, including professional licensing, patient consent, and health data handling requirements.
Our website may contain links to third-party websites or services. We are not responsible for the content, accuracy, privacy practices, or availability of third-party sites. Use of third-party services is at your own risk and subject to their respective terms.
You agree to indemnify and hold harmless Masdiag, its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or relating to your breach of these Terms, your misuse of our Services, or your violation of any applicable law or regulation.
We may update these Terms from time to time to reflect changes in our services, legal requirements, or operational practices. Material changes will be communicated through our website or Portal. Your continued use of our Services after such changes constitutes acceptance of the updated Terms. We encourage you to review these Terms periodically.
These Terms shall be governed by and construed in accordance with the laws of Poland, without regard to its conflict of law provisions. For Business Partners, any disputes shall be resolved in accordance with the dispute resolution provisions of the applicable commercial agreement. For all other users, the courts of Poland shall have non-exclusive jurisdiction.
If any provision of these Terms is held to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.
These Terms, together with our Privacy Policy and any applicable service agreement, constitute the entire agreement between you and Masdiag with respect to the subject matter hereof. For Business Partners, separate commercial agreements may supplement or modify these Terms as expressly stated therein.
If you have questions about these Terms, please contact us:
Masdiag Diagnostic Laboratory
Email: support@masdiag.com
Website: masdiag.com
For data protection enquiries, please contact privacy@masdiag.com. See our Privacy Policy for full details.