Terms of service

Terms and Conditions - Klario 

Last updated: 30 Jan 2026

These Terms and Conditions (“Terms”) govern your use of the Klario® website and the purchase of any Klario® products or subscriptions through it (together, the “Services”).

By accessing our website or purchasing Klario® products, you agree to be bound by these Terms. If you do not agree, you must not use our Services.

1. About Us

Klario® is operated by Flow Health Science Ltd

Email: support@myklario.com

In these terms:

‘we’, ‘us’ or ‘our’ means Flow Health Science Ltd; and

‘you’ or ‘your’ means the person using our site to buy products from us. You must be at least 18 years old to use this website and purchase Klario products.

2. Overview

Klario operates this store and website, including all related information, content, features, tools, products and services in order to provide you, the customer, with a curated shopping experience (the “Services”). Klario is powered by Shopify, which enables us to provide the Services to you. By using the Services, you acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and Klario, including any injury, damage, or loss resulting from purchased products and services.

The below terms and conditions, together with any policies referenced herein (these “Terms of Service” or “Terms”) describe your rights and responsibilities when you use the Services.

Please read these Terms of Service carefully, as they include important information about your legal rights and cover areas such as warranty disclaimers and limitations of liability.

By visiting, interacting with or using our Services, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree to these Terms of Service or Privacy Policy, you should not use or access our Services. 

3. Products & Health Disclaimer

Product description

Prices, descriptions or availability of Products are outlined in the respective sections of this Website and are subject to change without notice.

While Products on this Website are presented with the greatest accuracy technically possible, representation on this Website through any means (including, as the case may be, graphic material, images, colours, sounds) is for reference only and implies no warranty as to the characteristics of the purchased Product.

The characteristics of the chosen Product will be outlined during the purchasing process.

Product formats

 Klario® products are sold in the following standard formats:

  • Starter Pack – containing 3 bottles of Klario®
  • Essential Pack – containing 12 bottles of Klario® 

Product pack contents are fixed and cannot be customised. The number of bottles included in each pack will be clearly displayed on the product page and during checkout.

Health disclaimer

Klario is a functional food intended for the dietary management of hypoglycaemia and is designed for use by people living with diabetes.

Klario is not a medicine and is not intended to replace medical advice, diagnosis, or treatment.

You should always:

  • follow the guidance of your healthcare professional,
  • use Klario as part of your overall diabetes management plan,
  • and consult your healthcare provider if you have questions about how Klario fits into your individual needs

Individual responses to dietary products may vary. Klario does not guarantee specific outcomes, and results may differ depending on personal health circumstances.

Klario is intended to support the dietary management of hypoglycaemia but does not replace glucose monitoring, prescribed treatment, or clinical decision-making.

Users remain responsible for monitoring their blood glucose levels and managing their diabetes in accordance with medical advice. Klario should be used as part of an overall diabetes management plan.

4. Ordering & Contract Formation

When you place an order:

  • You are making an offer to purchase.
  • A legally binding contract is formed once we send you an order confirmation email.

We reserve the right to refuse or cancel any order, including in cases of pricing errors, suspected fraud, or supply issues.

Purchasing process

Any steps taken from choosing a Product to order submission form part of the purchasing process.

The purchasing process includes these steps:

Users must indicate the desired Product by selecting it, including, where possible, quantity and specific characteristics, to make it appear in the purchase selection.

Within the purchase selection, Users may review their purchase selection, modify, remove or add items and, where provided for, give specific instructions (for instance, “send it with a gift receipt”).

Users will use the checkout button to be redirected to the checkout view.

Within the checkout view, Users are required, through consecutive steps, to specify their contact details, billing and shipping address, and a shipping and payment method of their choice.

During the purchasing process, Users may, at any time, modify, correct or change the information provided, and add a gift card, referral code or discount code (Coupon) or altogether abort the purchasing process with no consequence.

After providing all the required information, Users must carefully review the order and, subsequently, confirm and submit it by using the relevant button or mechanism on this Website, hereby accepting these Terms and committing to pay the agreed-upon price.

5. Prices & Payment

  • All prices are shown in GBP (£) and include VAT where applicable.
  • Payment is taken at checkout using our accepted payment methods.
  • Subscription payments are taken automatically according to your chosen plan.

If a payment fails, we may suspend or cancel your order or subscription.

6. Subscriptions

Subscriptions allow Users to receive a Product continuously or regularly over time. Details regarding the type of subscription and termination are outlined below.

6.1 Starting a Subscription

Your first payment is taken immediately when you start a subscription. Paid subscriptions begin on the day the payment is received by the Owner.

6.2 Managing or Cancelling

You may amend, pause or cancel your subscription before your renewal date via your online account.

We will email you 5 days before renewal as a reminder.

6.3 Failed Payments

If a subscription payment fails, delivery may be paused until payment is successfully processed.

In order to maintain subscriptions, Users must pay the required recurring fee. Failure to do so may cause service interruptions.

7. Delivery

Deliveries are made to the address indicated by the User and in the manner specified in the order summary.

Upon delivery, Users should verify the content of the delivery and report anomalies without undue delay, using the contact details provided in this document or as described in the delivery note. Users may refuse to accept the parcel if visibly damaged.

Goods are delivered to the countries or territories specified in the relevant section of this Website.

Delivery times are specified on this Website or during the purchasing process.

Failed delivery

The Owner cannot be held responsible for delivery errors due to inaccuracies or incompleteness in the execution of the purchase order by the User, nor for any damages or delays after handover to any carrier arranged by the User and not offered or recommended by the Owner.

If the goods are not received or collected at the time or within the deadline specified, the goods will be returned to the Owner, who will contact the User to schedule a second delivery attempt or to agree on the future course of action.

Unless otherwise agreed, any delivery attempt starting from the second shall be at the User’s expense.

8. Returns & Refunds

8.1 Non-returnable products

Due to the nature of Klario products as food items, we do not accept returns or offer refunds for change of mind.

This does not affect your statutory rights.

8.2 Faulty, damaged or incorrect products

If your product is faulty, damaged, or incorrect, please contact us within 30 days of delivery.

Where required by law, we will offer a replacement or a refund.

8.3 How to report an issue

To report a faulty, damaged, or incorrect product, please contact us using the contact details provided in these Terms, quoting your order number and name.
 We will provide instructions on the next steps, including return arrangements where applicable.

Refunds will be issued once the issue has been verified and, where required, the goods have been returned.

9. Offers and discounts

The Owner may offer discounts or provide special offers for the purchase of Products. Any such offer or discount shall always be subject to the eligibility criteria and the terms and conditions set out in the corresponding section of this Website.

Offers and discounts are always granted at the Owner’s sole discretion.

Repeated or recurring offers or discounts create no claim/title or right that Users may enforce in the future.

Depending on the case, discounts or offers shall be valid for a limited time only or while stocks last. If an offer or discount is limited by time, the time indications refer to the time zone of the Owner, as indicated in the Owner’s location details in this document, unless otherwise specified.

10. Referral Programme

Our Refer-a-Friend programme is subject to the following:

Referrer Rewards 

  • A referrer will receive £10 off an Essential Pack for each friend who places their first qualifying Klario order.
  • Referral rewards may be redeemed on Essential Pack purchases, including subscription renewal payments for Essential Packs.
  • Referral rewards cannot be exchanged for cash and cannot be used on Starter Packs.
  • Only one referral reward may be applied per order or per subscription renewal.

Queued rewards

Where multiple referral rewards are earned, rewards will be queued and applied sequentially.
For example, if three friends place qualifying first orders, £10 will be applied to the next three consecutive Essential Pack purchases or subscription renewals, until all rewards have been redeemed.

  • Referral rewards are issued once the referred friend’s first order has been successfully completed and not cancelled or refunded.
  • The referrer will be notified by email when a referral reward has been earned.
  • Referral rewards are valid for 6 months from the date they are issued.
  • Referral rewards cannot be combined with other discount codes in a single order.

Eligibility and limits

  • Referrers must be 18 years or older.
    There is no requirement for the referrer to be an existing Klario customer.
  • Klario reserves the right to limit, withhold, or revoke rewards where referral activity appears excessive, abusive, or in breach of these terms.
  • Klario reserves the right to suspend, amend, or withdraw the referral programme at any time.

Referred Friend Rewards

  • A referred friend may be offered an introductory reward on their first Klario essential-pack order or subscription purchase, subject to the offer details shown at the time of referral.

The referred friend reward is valid for a limited period, as specified in the referral invitation, and must be redeemed before expiry.

To qualify, the referred friend must:

  • be a new Klario customer,
  • be 18 years or older, and
  • place a qualifying first order in the UK.
  • Referred friend rewards cannot be combined with other discount codes in a single order, or used on intro-pack offers. 
  • Referred friend rewards will be revoked if the qualifying order is cancelled or refunded.
  • A referrer may not refer themselves or claim a referred friend reward on their own purchase.

Referral Scheme – Medical Representations

Participants in the Klario refer-a-friend scheme must not make any medical, therapeutic, or clinical claims about Klario when referring friends.

Referrers must not suggest that Klario can replace medication, eliminate the need for glucose monitoring, or guarantee prevention of hypoglycaemic events. Any descriptions of Klario must be consistent with information provided on the Klario website.

Klario reserves the right to withhold or revoke referral rewards where referrals are generated using misleading, exaggerated, or non-compliant health claims.

11. Feedback

If you submit, upload, post, email, or otherwise transmit any ideas, suggestions, feedback, reviews, proposals, plans, or other content (collectively, “Feedback”), you grant us a perpetual, worldwide, sublicensable, royalty-free license to use, reproduce, modify, publish, distribute and display such Feedback in any medium for any purpose, including for commercial use. We may, for example, use our rights under this license to operate, provide, evaluate, enhance, improve and promote the Services and to perform our obligations and exercise our rights under the Terms of Service.

We may, but have no obligation to, monitor, edit or remove Feedback that we determine in our sole discretion to be unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

12. Intellectual Property

All content on this website, including text, images, branding, trademarks and product names, is owned by or licensed to Flow Health Science Ltd.

You may not copy, reproduce, distribute or exploit any content without our prior written consent.

13. Website Use

You agree not to:

  • misuse the website,
  • interfere with its security or functionality,
  • use it for unlawful or fraudulent purposes.

We may suspend or terminate access if these Terms are breached.

14. Limitation of Liability

Nothing in these Terms limits liability where it would be unlawful to do so.

To the maximum extent permitted by law:

  • We are not liable for indirect, incidental or consequential losses.
  • Our total liability is limited to the amount you paid for the product or subscription giving rise to the claim.

15. Indemnity

You agree to indemnify us against any claims or losses arising from your misuse of the website or breach of these Terms.

16. Privacy

Your personal data is handled in accordance with our Privacy Policy, which forms part of these Terms.

17. Changes to These Terms

We may update these Terms from time to time. Changes apply from the date they are posted on our website.

18. Governing Law & Jurisdiction

These Terms are governed by the laws of England and Wales.

UK consumers may bring claims in their local courts in accordance with consumer protection laws.

19. Contact Us

For questions about these Terms, please contact:
support@myklario.com

End of Terms and Conditions