If you are having a medical emergency, call 911 or go to the nearest emergency room. If you are thinking about harming yourself, call or text 988. Oona and your physician do not handle emergencies.
1. Who we are
Oona is operated by Lumenos AI Inc., a Delaware corporation doing business as Oona, whose mailing address is 8 The Green, Ste B, Dover, DE 19901 (“Oona”, “we”, “us”). We run the website at withoona.com, the Clinical Skin Analysis, your account, the ordering and billing, and the shipping of your program.
Oona is not a medical practice and does not practice medicine. Medical care in your program is provided by an independent physician, [pending: the physician’s name], a [pending: license type] licensed in [pending: state], through [pending: the physician practice’s legal name] (the “Practice”). Your physician decides, alone, whether treatment is appropriate for you and what to prescribe. Oona does not direct or influence that decision.
Prescriptions are filled by a licensed U.S. pharmacy [pending: pharmacy name]. Your DNA sample is analyzed through Gencove, Inc. and its CLIA-certified, CAP-accredited U.S. laboratories [pending: the laboratory’s confirmation and exact name]. Your supplements are made by a supplement manufacturer [pending: manufacturer name]. Each is independent of Oona.
2. Agreeing to these Terms
You agree to these Terms when you tick the box at the quiz’s consent step, when you place an order, or when you use the website or your account. If you do not agree, do not use Oona.
These Terms include, by reference:
- the Privacy Policy;
- the Telehealth Consent;
- the Payment & Billing Consent, which sets out when you are charged and how your plan renews;
- the Refunds and Cancellation Policy;
- the Chat Terms, when you use our chat.
If these Terms and one of those documents disagree about billing, cancellation or privacy, that document governs.
3. Who can use Oona
- You must be 18 or older.
- You must be located in Florida when you take the Clinical Skin Analysis and when you receive care. Oona is available in Florida only. If you are elsewhere, you can leave an email address and we will tell you when Oona reaches your state.
- You must use Oona for yourself only. You may not take the Clinical Skin Analysis, order or receive medication for someone else.
- Everything you tell us must be true and complete, including your health history, medications and allergies, and you must tell your physician when anything changes.
Your physician may decline to treat you. If your physician does, nothing is charged (see the Refunds and Cancellation Policy).
4. What the program is
Oona offers one program, the Rx Skin Longevity Program: a DNA-informed plan for skin aging. It includes the Complete Skin Intelligence Test, an at-home DNA & Methylation Test; prescription medication, if your physician prescribes it; personalized supplements; and a plan that is tuned to your DNA. The medications in the program are a topical rapamycin cream, low-dose metformin (Metformin XR) and NAD+ injections, each only if prescribed. Your physician sets your starting doses from your intake and starts you right away. Your DNA results make your supplement formula and, at your physician’s discretion, can adjust your metformin schedule. You choose only the length of your plan: monthly, 3 months, 6 months or 12 months.
Compounded medications. If prescribed, your medications are compounded by a licensed U.S. pharmacy. Compounded medications are not FDA-approved and are not evaluated by the FDA for safety or efficacy. Your physician gives you a dosing schedule and instructions with your prescription. [pending: prescribing information in your account]
Supplements. The statements about Oona’s supplements have not been evaluated by the Food and Drug Administration. Oona’s supplements are not intended to diagnose, treat, cure or prevent any disease.
Results vary. Nobody can promise a result. Your skin may improve, stay the same or, in some cases, get worse.
5. Your Clinical Skin Analysis and report
Before you order, you answer questions and take a photo. From these we build your Clinical Skin Analysis report.
- Your Skin Age, your pace of skin aging and the scores in your report are estimates from photo analysis and your answers. They are not a medical diagnosis.
- The images in your report that show what is under the surface of your skin, and what your skin may look like in ten years, are illustrative renderings. They are generated by image software from your photo and from the analysis. They are not medical imaging and not a prediction.
- Projections are modeled from your Clinical Skin Analysis and assume you follow your plan; they are not guarantees, and individual results vary.
Your report helps you and your physician. It does not replace a physician’s judgment, and it does not replace your own doctor or dermatologist.
6. Your account
Your account opens from a link we email you. There is no password. Anyone with the link, or with access to your email, can open your account, so keep both safe and sign out on a shared device. Tell us at once at concierge@withoona.com if you think someone else has used your account.
In your account you can see your order and report, update your address and payment method, message the care team and, through them, reach your physician, change your privacy choices and cancel your plan.
7. Prices, payment and renewal
The plan prices, when each charge is made, how your plan renews and how you cancel are set out in the Payment & Billing Consent and the Refunds and Cancellation Policy. In short:
- Nothing is due at checkout. You are charged only after a licensed physician approves your request and your first order ships.
- After your plan’s term, it continues month to month at your plan’s monthly rate until you cancel. After your term, we never charge more than your plan’s monthly rate.
- You can cancel at any time in your account.
Reserved price. When the checkout shows a reserved price, it is held for the time shown on the page. If the time runs out before you submit, the standard price applies.
Payment processing. Payments are handled by Stripe, Inc. and, if you choose it, Klarna. Oona never sees your full card number. Klarna’s own terms apply to your Klarna account.
Errors. If a price is shown in error, we may cancel the order and tell you before anything is charged. If you were charged, we refund the difference or the whole charge, as you prefer.
Prices. Prices are in U.S. dollars and include shipping and handling.
8. Shipping
Your DNA kit and your medications ship after your physician’s approval, to the address in your account. The kit usually arrives in 3 to 5 business days after approval. Return your cheek swab in the prepaid mailer. Your supplements ship once your methylation results are in. Later shipments follow your plan.
We ship to Florida addresses only, by the commercial carriers our pharmacy, laboratory and supplement maker use. Delivery dates are estimates. Risk of loss passes to you on delivery to your address. If a shipment is refused or cannot be delivered, contact us before we can resend it.
9. Medication and the DNA & Methylation Test
- Medication is prescribed for you alone. Do not share, sell or give it to anyone.
- Follow your physician’s instructions. If you have a side effect or a reaction, stop and tell your physician through the chat in your account, or call 911 in an emergency.
- Your DNA sample is collected and analyzed only with your express consent, which you give when you activate your kit in your account, as the Telehealth Consent explains. The results of your DNA analysis are yours. They are confidential and are not disclosed without your express consent, except as the law requires.
- The DNA & Methylation Test is part of your program. It is not a medical diagnostic test and it is not a test for disease risk.
10. How we communicate with you
- Email. We email you about your report, your order, when your physician approves your request, your billing and your account. These are service emails and you receive them while you have an account. If you ticked the box for offers, we may also email you offers; each such email has an unsubscribe link.
- Texts and calls. If you give us your phone number at checkout, we may text or call you about your care and your account, and the pharmacy or carrier may do the same about your shipments. Message and data rates may apply. Reply STOP to any text to stop texts. If you also ticked the box for promotional texts and calls, you can withdraw that at any time by replying STOP or by emailing concierge@withoona.com. Promotional consent is not a condition of purchase.
- Chat. Our chat is for questions about Oona, your order and your plan. The Chat Terms apply.
- Your physician. Medical questions go to your physician through the chat in your account: the care team passes them on, and your physician answers there.
11. Privacy
How we collect, use, share and keep information about you is set out in the Privacy Policy. The Practice’s Notice of Privacy Practices describes how your physician handles your medical information. By using Oona you acknowledge both.
12. What you may not do
You may not:
- give false information, or use Oona on behalf of someone else;
- copy, scrape, reverse-engineer or interfere with the website, the Clinical Skin Analysis or the account;
- upload anything unlawful, or anything that infringes someone else’s rights;
- resell or redistribute anything you receive from Oona;
- use Oona in any way that breaks the law.
We may suspend or close an account that breaks these Terms.
13. Our content and your content
Oona’s name, logo, website, Clinical Skin Analysis, report design, text and images belong to Oona or its licensors. You may use them only to use Oona for yourself.
You keep ownership of the photos, answers and messages you give us. You give Oona and the Practice permission to use them to provide and improve the program, as described in the Privacy Policy. We may use feedback you give us without owing you anything for it.
14. Services we rely on
Oona uses other companies’ services. Their terms apply to you where you use them directly: Stripe and Klarna for payment, Apple Pay and Google Pay if you choose them, Perfect Corp.’s camera kit when you take your photo, and the image services that process your photo (OpenAI and Fal.ai). Each is named in the Privacy Policy. We are not responsible for a service that is not ours.
15. No warranty
Oona provides the website, the Clinical Skin Analysis, the report and the account as they are. We do not promise that they will be available at all times, free of errors or suited to a particular purpose, and we make no warranty, express or implied, beyond what the law requires of us. Nothing in these Terms limits the duty of care your physician owes you.
16. Limits on our liability
To the extent the law allows, Oona is not liable to you for indirect, incidental, special, consequential or punitive damages, or for lost profits, data or goodwill, arising from your use of Oona. Oona’s total liability to you for all claims arising from these Terms or from Oona is limited to the greater of the amounts you paid Oona in the twelve months before the claim and $100.
These limits do not apply to liability that the law does not allow us to limit, including liability for death or personal injury caused by negligence, for fraud or for willful misconduct, and they do not limit the Practice’s or your physician’s responsibility for the medical care you receive.
17. Your responsibility to us
If you break these Terms, break the law or give us false information, and a third party makes a claim against Oona because of it, you agree to cover Oona’s reasonable costs of that claim. This does not apply to anything caused by Oona’s own fault.
18. Disputes
Please read this section. It requires you and Oona to resolve disputes by individual arbitration, and it limits class actions. You can opt out within 30 days (18.5).
18.1 Talk to us first. Before starting arbitration or a lawsuit, the party with the claim sends the other a written notice: from you, an email to concierge@withoona.com with your name, your account email and what went wrong and what you want; from us, an email to your account email. We then have 60 days to resolve it together, which includes one personal conference by phone or video between you and someone from Oona (lawyers may attend). Neither of us may start arbitration or a lawsuit during those 60 days, and any limitation period is paused for them.
18.2 Arbitration. If we cannot resolve it, you and Oona agree that any dispute arising from these Terms or from Oona, including the existence, scope, validity and enforceability of this agreement to arbitrate, will be decided by binding individual arbitration before one arbitrator, not in court, administered by National Arbitration and Mediation (NAM) under its Comprehensive Dispute Resolution Rules and Procedures and, where they apply, its Mass Filing Supplemental Dispute Resolution Rules and Procedures, available at namadr.com. The Federal Arbitration Act governs this section. A claim under $10,000 is decided on the documents, unless the arbitrator decides a hearing is needed; otherwise the hearing is by video or in the Florida county where you live, as you choose. You pay no more than $225 in filing and arbitration fees; Oona pays the rest. The arbitrator’s decision is final and can be entered in any court.
18.3 Exceptions. Either of us may bring an individual claim in small-claims court in the county where you live instead. Either of us may ask a court to stop infringement of intellectual property. Nothing in this section stops you from complaining to a government agency, including the Florida Department of Health or the Florida Attorney General.
18.4 Individual claims only; batches. Claims must be brought individually. Neither of us may bring or join a class action, a class arbitration or a representative action, and the arbitrator may award relief only to the individual party. If 25 or more similar demands are filed against Oona within 90 days by the same or coordinated counsel, they are arbitrated in batches of up to 100, each batch before one arbitrator with one set of fees per side, and NAM’s mass-filing rules apply. If a court holds this batch rule unenforceable for a dispute, that dispute goes to court under 18.6.
18.5 Opting out. You can opt out of arbitration by emailing concierge@withoona.com within 30 days of first accepting these Terms, with your name, your account email and the words “I opt out of arbitration”. Opting out does not affect anything else in these Terms.
18.6 Governing law and courts. These Terms are governed by the laws of the State of Florida, without regard to its conflict-of-laws rules, and the arbitration agreement in 18.2 to 18.5 by the Federal Arbitration Act. Any claim that is not arbitrated, and any action to compel arbitration or enforce an award, is brought in the state or federal courts in Florida in the county where you live, and you and Oona accept their jurisdiction.
18.7 Severability and survival. If any part of this section other than the class-action waiver in 18.4 is found unenforceable, the rest stays in force. The class-action waiver and the agreement to arbitrate stand or fall together: if the waiver is found unenforceable for a claim, that claim is decided in court under 18.6, not in a class arbitration. This section survives the end of your account and of these Terms.
This section does not apply to a claim against the Practice or your physician about the medical care you received. Florida law decides where such a claim is brought.
19. Changes to these Terms
We may change these Terms. When we do, we post the new version with a new id and effective date, and we email you if the change affects your plan, your billing or your rights. A change to billing or cancellation terms applies to your plan only from your next renewal after the email, and never raises your plan’s rate (see the Payment & Billing Consent). The version you agreed to is recorded with your order.
20. Ending your account
You can stop using Oona at any time, and cancel your plan in your account. We may close your account if you break these Terms, if your physician ends your care or if we stop offering Oona in your state; if we do, we refund any payment for orders that have not shipped, and the Refunds and Cancellation Policy otherwise applies. Sections 9, 13, 15, 16, 17, 18 and 21 survive the end of your account.
21. General
These Terms, with the documents they include, are the whole agreement between you and Oona about Oona. If a part of them cannot be enforced, the rest still applies. We may transfer this agreement to a successor of our business; you may not transfer it. Our not enforcing a term is not a waiver of it. Notices to you go to your account email. Notices to us go to concierge@withoona.com or to our postal address above. Your clicks and ticks on Oona are your electronic signature.
Electronic delivery. You agree that we may give you these Terms, the documents they include, notices, receipts and other communications electronically, by email and in your account, and that they count as being in writing. You can ask for a paper copy at any time, free of charge, at concierge@withoona.com, and you can withdraw this consent the same way, which ends your use of Oona.
22. Contact
Lumenos AI Inc., doing business as Oona · 8 The Green, Ste B, Dover, DE 19901 · concierge@withoona.com