The following general terms and conditions apply to all orders placed by the customer (hereinafter referred to as "you") and the use of medical services (consultation, diagnosis, and treatment) provided by licensed physicians ("doctors") at Supernormal (org.559270-6336), hereinafter referred to as "Supernormal," "us," or "we," on the Supernormal website.
Supernormal offers products, tests, and services such as healthcare consultations and personal advice to individuals in Sweden. To place orders for products and tests with us, you must be at least 18 years old. To handle referrals and present test results, an account with us is required.
In order to receive adequate care and advice, you agree that you must truthfully answer questions about your health, illnesses, current symptoms, and medicines via forms, similar to a regular doctor's visit. For us to carry out certain treatments, you also agree that you must take a blood sample via our sampling units.
Supernormal does not sell any prescription pharmaceuticals but only provides the platform that enables these services. All sales of prescription medications are conducted by licensed pharmacies.
Supernormal collaborates with several subcontractors for sampling and biomedical analysis for the tests we offer. It is not possible to accurately determine health status solely based on blood tests and health markers. Furthermore, there is always a risk that results may be misleading for various reasons or that the samples taken do not provide a fair or complete picture of the situation. If you believe you may require medical care or need to see a doctor, you should seek healthcare in the same way as if you had not received any information through tests conducted with Supernormal. Supernormal is a registered care provider with IVO, the Swedish Health and Care Inspectorate.
All orders are placed through our website, supernormal.health. Once your order is complete, you will receive an order confirmation to the email address provided in your order. It is only when you have received an order confirmation that we have confirmed your order and entered into a purchase agreement. We reserve the right to adjust your order if, for any reason, we are unable to ship your order.
If you have placed multiple separate orders, we also have the right to combine them and deliver them in a single package. If your order contains incorrect personal information or if you, as a customer, have payment defaults, we reserve the right to cancel the order.
In connection with the ordering of a healthcare consultation with a doctor or a prescription request, you accept Supernormal's terms of use by logging in with BankID. This means that you submit a healthcare request to a healthcare provider affiliated with the platform. By submitting your healthcare request, you consent to the transfer of personal data, medical history, and proposed treatment plans between Supernormal and the healthcare provider, as well as the necessary data transfer for this purpose. This is a prerequisite for transferring your healthcare request to the healthcare provider. If you do not agree to this, it is not possible to enter into an agreement with us and forward your request to the healthcare provider. The transfer of personal data is further described in our privacy policy.
Supernormal facilitates services from healthcare providers offering medical treatments provided by licensed physicians in Sweden. The qualifications of the doctors mediated through Supernormal's platform are verified through the healthcare provider's internal quality and competence processes, such as checks against the Swedish Health and Social Care Inspectorate (IVO) and the Health and Social Care Professionals (HOSP) registers. Doctors whose services are mediated through Supernormal's platform hold the necessary patient and liability insurance through their healthcare provider.
We offer home-based semen analysis through a partner. This test needs to be ordered by the same person who will perform the test since we link your personal identification number and email to your test. The test results are presented once you log in with BankID.
When placing an order and/or registering with Supernormal, you will be asked to provide certain personal data that will be stored in our customer registry. The customer registry contains personal data such as name, personal identification number, postal address, telephone number, email, delivery and payment information, as well as information based on your use of digital services.
Your personal data is stored in our customer registry and is used to fulfill purchases on the Supernormal website, conduct various marketing activities such as sending information about Supernormal's products and services via mail, email, SMS, and other digital channels. This may include more personalized marketing based on your previous purchases or use of Supernormal's digital channels. It also serves as a basis for market and customer analysis, business monitoring, and business and method development.
We comply with data protection regulations and process personal data only if we can base the processing on a legal basis or for the purpose of fulfilling an order. By submitting your healthcare request, you consent to the necessary information exchange between collaboration partners for the purpose of transferring medical history and treatment plans. You consent to the data processing required for this. As a healthcare provider, we are the data controller for the processing of personal data we carry out. We are obliged to keep patient records for each patient. Therefore, the processing of personal data can be carried out even if you, as a patient, object to it. However, as a patient, you have the right to access information in the patient record.
You understand and accept that a team of professional healthcare providers, including doctors, psychologists, dieticians and personal trainers, may collaborate using forms to provide comprehensive care for your health and well-being. As a customer, you are aware that each member of the healthcare team will handle your personal information with complete confidentiality and in accordance with applicable privacy and data protection laws.
We guarantee that your information will not be sold to or shared with third parties unless strictly necessary to carry out our services. In such circumstances, such as with laboratories and IT service providers, they should be regarded as data processors and committed to their own efforts as required by laws and regulations. As such, our data processors will process your personal data to fulfill the service. All our data processors have committed to treating your personal data confidentially. You can learn more about how we process your personal data in our privacy policy.
The prices on Supernormal.health are stated in the currency chosen by the customer. In Sweden, customers always transact in Swedish Krona (SEK) including VAT. A shipping fee may apply, depending on the chosen shipping method. The final price will be confirmed by Supernormal when the final confirmation is sent to you. In the event of changes in tax or VAT conditions or other circumstances beyond Supernormal's control, Supernormal has the right to adjust the price up until the day before delivery.
Prices and fees for video or chat consultations with healthcare providers via Supernormal, as well as any other applicable prices, are indicated on the current price list. The price list is provided before booking a consultation with a healthcare provider. Payment for video or chat consultations is made in advance before the consultation begins. Account holders cannot initiate a video consultation with the healthcare provider until payment has been made.
Supernormal cannot guarantee that the product images accurately reflect the physical appearance and characteristics of the goods. Errors in prices and product descriptions may occur due to changes in taxes or fees, as well as printing and typing errors. Therefore, we reserve the right to correct such errors afterward. Products at Supernormal that require instructions or manuals are always provided in Swedish in physical or digital form.
The shelf life of ordered items may vary. The general rule is that ordered products are shipped from Supernormal with a minimum of 3 months of shelf life from the delivery date.
Supernormal offers the option to subscribe to products monthly. You will receive the product immediately and then repeatedly every month until you choose to cancel the subscription. You can cancel, change the delivery date, or modify the subscription by logging in to your account.
On your account, you can see when your next delivery will be sent and can also change the delivery day or if you wish to cancel your subscription. If you wish to cancel your subscription, you need to notify Supernormal by 12:00 (12 pm) on the business day before scheduled delivery. If you notify Supernormal too late but still wish to cancel the delivery, you have the right to exercise a 14-day right of withdrawal, as stated in the cancellation section of the terms of purchase.
Payment for your supscription is made by any method you choose when starting the subscription. The payment solutions offered are Klarna invoice, card payment or other payment methods suggested by Klarna. The amount will be invoiced or debited from your registered payment card at the time of each delivery of your subscription. You consent to us charging payments for automated subscription orders without further authorization until you terminate your subscription agreement.
The prices and discounts for these orders will correspond to the prices stated on the website at the time you entered into the agreement. Since price adjustments are only made annually, this means in practice that price increases may affect existing subscribers after they have been implemented for non-subscribers. Furthermore, it also means that promotions are not always applicable to subscribers. All deliveries within subscriptions are free of charge. If a card payment is initially selected but cannot be made at the next delivery, you will be notified.
Regarding agreements for Sn™ Weight Loss, payment is made monthly until you choose to end the treatment. To terminate your agreement, you must notify Supernormal. The termination will take effect the following month.
Payment and fees
Payment for the items is made using the payment service Klarna Checkout provided by Klarna. Klarna Checkout displays the payment options based on your profile and may be influenced if your shopping cart contains a subscription. By completing a purchase, you also accept Klarna's terms in addition to our terms and conditions. You can find Klarna's complete terms on their website here.
Depending on the payment provider used for your transaction, the terms of the selected third-party provider applies. You may be required to verify your identity, and a credit check may be requested by the third-party provider. We do not have access to payment information, nor do we store such information when a third-party provider is used for payment. For card payments, 3D Secure is used to ensure secure transactions. Credit checks performed by Klarna do not affect your creditworthiness and cannot be seen by other entities requesting credit checks, such as banks.
Supernormal reserves the right not to offer all payment methods and to change the payment method if the chosen option is unavailable at the time of purchase or if you are not approved for the selected payment method. You agree to make payment within the specified time for the chosen payment method. We have the right to close your account and/or suspend the delivery of products until you have paid all fees you have incurred. Late payment may result in late fees and interest according to the payment provider's terms.
Delivery
The delivery times apply based on the chosen shipping method during the final stage of your order process. Some options may incur a shipping fee, which will be clearly stated during the order placement. For more information on the different shipping companies, please refer to the shipping page on our website.
Depending on the chosen delivery option, it may take 1-3 business days for delivery. If a product is out of stock, the delivery time will be adjusted accordingly. If Supernormal is unable to provide the product, a similar product will be offered as a replacement. If you choose not to accept the offer, you will receive a refund.
Please note that products shipped by post may be sensitive to certain conditions, such as temperature. Therefore, it is important to empty your mailbox daily when expecting a delivery from Supernormal. We reserve the right to change the delivery method if a product is deemed unsuitable for the chosen delivery method. If you reside in an apartment with a letterbox, please be aware that dietary supplements should be stored out of reach of children and pets.
If you have chosen delivery to your letterbox, and it turns out that the volume or characteristics of the order do not allow for such delivery, Supernormal reserves the right to deliver your order to the nearest postal service point. In some cases, this determination may also be made by the shipping company. If you have requested your order to be left outside your door or in your letterbox, you are responsible for the package once the courier has delivered it. It is the consumer's responsibility to provide accurate information when placing an order.
If you fail to collect your package, and the package remains at the postal service point for 7 days before being returned to us, we reserve the right to charge you a fee of 39 SEK to cover our shipping and administration costs for the packages that were returned due to non-collection within the specified timeframe. Please remember that if you want to exercise your right of withdrawal, you must collect your package and then return it following our instructions.
Products
We offer a 14-day cancellation right in accordance with the Distance and Doorstep Sales Act (Lagen om distansavtal och avtal utanför affärslokaler), which applies from the day the package is delivered to the recipient's address. To qualify for a return, the packaging must not be opened. If we receive a returned item that is deemed damaged or diminished in value, we have the right to deduct an amount of up to 100% of the item's price from your refund.
This also applies to uncollected and undelivered packages that are returned to us, packages that are returned due to incomplete customer address, or packages that are correctly delivered to an incorrectly specified address. As a customer, you are responsible for the return shipping costs. You also bear the responsibility for the return package until it is received by Supernormal. You can find more information on how to initiate a return in our provided instructions. If the return is approved, we will refund the full amount including shipping, taxes and fees, minus the return cost (39 SEK) and any price reduction. We aim to refund you as soon as possible, but no later than 14 days.
Health test
When purchasing a test, you have the right to withdraw from the agreement without stating any reasons within 14 days. The withdrawal period expires 14 days after the date of the order. If you have partially used the service but not in its entirety, a proportionate amount will be refunded upon withdrawal of the service, provided that it was initiated within the withdrawal period. Your referral is valid for 3 months from the day of the order. If you have not visited the sample unit within this time, the purchase will expire, and the referral will no longer be valid.
Video call & consultation with a doctor
If you have booked a video call or consultation with a doctor, you have the right to cancel if there are less than 24 hours left until the appointment. Cancel via your account on the website. In case of non-attendance or cancellations made less than 24 hours, the full price will be charged.
You have the right to make a complaint regarding a product purchased from us. This may include receiving a damaged or incorrectly dispatched product or experiencing a failure or defect in a test. If you are dissatisfied with the service, we kindly ask you to contact our customer service.
It is important that you report the issue to us as soon as possible after receiving the package. To have your complaint approved, you must contact us before returning the item. Supernormal has the right to reject your complaint if the cause is deemed incorrect. We always adhere to the recommendations of the Consumer Complaints Board. If a dispute were to arise, we refer you to contact arn.se or submit your complaint to the EU's common platform for dispute resolution at http://ec.europa.eu/consumers/odr. Supernormal complies with the regulations of the Consumer Sales Act (1990:932) and other laws governing consumer purchases.
If you're unsatisfied with your product upon trial, our 'customer satisfaction guarantee' applies. You can return the product to us within 30 days of the delivery date for a full refund.
Supernormal's liability for indirect and direct damages, delivery delays, and other defects is regulated in accordance with the Consumer Sales Act (1990:932).
Supernormal reserves the right to make changes to the terms and conditions, which will not apply to already concluded purchase agreements. By continuing to use the Supernormal website, products, and services, you acknowledge and accept any changes made to the terms and conditions. It is your responsibility to review the terms and conditions periodically to stay informed about any updates.