Delivery terms of service
LOUNA is a webshop for consumer customers maintained by SYNLAB Suomi Ltd (2674625-7) and a trademark owned by it. The user is requested to review these delivery terms carefully before placing an order. Placing an order means that you accept the order terms and conditions in force at the time and agree to comply with them. SYNLAB Suomi Ltd reserves the right to unilaterally amend these delivery terms without prior notice.
LOUNA webshop and online service
LOUNA sells products to consumer customers. The service is available in Finnish and English. The LOUNA site also includes the My LOUNA service requiring strong authentication for logging in. After placing an order, you can see your future and past appointments and results in My LOUNA.
We always process the information you submit to us with confidentiality. You can read more about the processing of customer and patient data and the cookies we use in the Privacy and cookies section.
Products and prices
LOUNA products are tests and test packages that measure blood levels and indicate your state of well-being. The price of our products is all-inclusive, meaning that there is no separate service fee.
We reserve the right to unilaterally amend prices without prior notice. Previously ordered products and services are delivered at the price in force at the time of order, with the exception of price adjustments and revisions caused by technical and human errors. The rate of value added tax on laboratory tests is 0%.
Customers can only buy tests for themselves. The customer adds the products (individual tests and/or packages) to the shopping cart, chooses the best-suited time at the location of their choice and pays the entire amount in connection with the purchase. After the purchase, the customer is sent an e-mail confirmation with the details of the appointment and payment. It is not necessary to bring the receipt to the appointment.
Payment and payment methods
The accepted payment methods in the webshop are
- Online payment: Nordea, OP, Danske Bank, Säästöpankki, Oma Säästöpankki, POP Pankki, Aktia, Handelsbanken, Ålandsbanken and S-Pankki)
- Payment card (Visa, Visa Electron, MasterCard, American Express and Eurocard)
The payment service provider in the LOUNA webshop is Netaxept (Nets Oy) and with regard to online banking payments Paytrail, part of Nets Oy. Paytrail is also shown as the payment recipient. In connection with the payment transaction, Paytrail collects the IP address, payment method and time of payment. Additional information about Paytrail’s privacy protection is available at https://www.paytrail.com/tietosuojaseloste-paytrailin-maksupalvelu.
Nets Oy (Business ID: 0107810-9) Teollisuuskatu 21 FI-00510 Helsinki, Finland tel. 09 69 641
Paytrail Oyj (Business ID: 2122839-7) Innova 2 FI-40100 Jyväskylä, Finland tel. 020718 1830
Rescheduling or cancelling an appointment and skipped appointments
You can postpone or cancel your appointment at the latest 24 hours before the appointment by calling LOUNA’s customer service at 020 734 1555. If you reschedule or cancel your appointment, please note that the order must be used within one year of the ordering date.
Results and follow-up measures
LOUNA’s test result report is available in the My LOUNA service requiring strong authentication for logging in. The result report includes descriptions of the tests, your own result, reference range and instructions for interpreting the result. If your results include levels outside the reference range, please contact your doctor. LOUNA can only provide general guidance, but does not offer doctor’s consultation or advice concerning follow-up measures regarding test results.
Cancelling the purchase
Your order has a cancellation right of 14 days from the order confirmation being sent, with the exception of situations in which the service or product has already been delivered or you have skipped a scheduled appointment. The cancellation must always be done in writing and it must be done at least 24 hours prior to the visit
The notice of cancellation shall be sent by e-mail to email@example.com. You can either send the order confirmation sent to you with a covering letter or write the corresponding information in the e-mail message: your personal details, order number, amount and purchase date. The cancellation concerns the entire order, so if you would like to keep some of the products you purchased, you should make a new order and appointment for the products you want.
We will refund your payment within 14 days of receiving your notice of cancellation. The amount will be refunded by the same payment method that was used for the purchase.
The amount paid for a skipped appointment will not be refunded.
Complaint or questions?
You can contact us by calling our customer service at 020 734 1555 or by e-mail to firstname.lastname@example.org- Complaints shall be submitted in writing within 14 days of the delivery of the service or product.
If a dispute between the parties concerning your order cannot be resolved through negotiations, consumers can have the matter resolved by the Consumer Disputes Board (www.kuluttajariita.fi).
Before submitting the case to review by the Consumer Disputes Board, the consumer shall contact the Consumer Advisory Services (www.kuluttajaneuvonta.fi).
Consumers can also take the dispute to the Helsinki District Court or the district court of their place of residence.