Read this first. Our services are preventive, not diagnostic. Nothing here or in your dashboard is a diagnosis, and none of it replaces a consultation with a doctor who knows your history.
If you have an urgent medical problem, call 995 or go to your nearest A&E. Do not wait for a result or a reply from us.
01Who we are
These Terms and Conditions govern your use of PROTOCOL, a service of Protocol Health Pte Ltd, a company incorporated in Singapore (UEN 202349035M), operating a medical clinic licensed by the Ministry of Health under the Healthcare Services Act 2020, licence number R/24M1418/MDS/001/242, at 71 Robinson Road #01-02, Singapore 068895 ("PROTOCOL", "we", "us", "our").
They apply to our website, our member dashboard, our clinic, and every test, consultation, programme and product you buy from us. By buying from us, attending an appointment, or creating an account, you agree to these terms.
If you do not agree with them, please do not use the services.
02Definitions
03Medical disclaimer and emergencies
Our services are preventive, not diagnostic. A biomarker result describes one measurement at one moment. It is not a diagnosis, and it cannot rule a condition in or out on its own.
Information provided through the website, the dashboard, our content and our protocols is general in nature. It is not a substitute for a consultation with a doctor who knows your full history. A doctor and patient relationship arises only when you consult one of our clinicians directly.
Our services are not for emergencies. If you are experiencing chest pain, difficulty breathing, severe bleeding, sudden weakness or numbness, thoughts of harming yourself, or any other urgent symptom, call 995 or go to your nearest Accident and Emergency department immediately. Do not wait for a result, a message reply or an appointment.
Our clinic is not staffed around the clock and we do not monitor messages continuously.
04Eligibility
You must be at least 18 years old to buy or use our services. We do not knowingly provide services to anyone under 18.
Some tests and programmes carry further clinical eligibility criteria. Meeting the age requirement does not mean every service is appropriate for you. Our clinicians make that assessment.
You are responsible for the accuracy of the information you give us, including your medical history, medications, allergies and lifestyle. Our clinical advice depends on it.
05What we offer
PROTOCOL is built in three parts. Test, Care, Track.
| Service | What it covers |
|---|---|
| Core Health Test | Annual membership. 100+ biomarkers, body composition, a doctor consultation to review every result, health coaching, a retest at six months, and ongoing access to your dashboard. |
| Add ons | Optional tests bought separately: advanced biomarker panels, gut health, cancer screening, imaging, and genetic testing. |
| Weight management | A doctor led programme. Consultation, clinical assessment, coaching and, where clinically appropriate, prescribed medication. |
| Hormone optimisation | Assessment and management of hormone health, including testosterone, under the care of our clinicians. |
| Sexual health | Confidential testing and, where indicated, treatment. |
Availability, inclusions and pricing may change. The version shown at the time you buy is the version that applies to your purchase.
We describe medication by its drug class, never by brand name, in line with Singapore advertising rules for health products and services.
06Membership, billing and renewal
Price and term
The Core Health Test is sold as an annual membership at S$649 per year, inclusive of GST where applicable. The membership runs for twelve months from the date of purchase.
Automatic renewal
Your membership renews automatically at the end of each twelve month term, charged to the payment method on file, unless you cancel before the renewal date. We will email you a reminder before we charge you.
Cancelling
You may cancel at any time by emailing hello@protocolhealth.sg or by messaging us on WhatsApp. Cancellation takes effect at the end of your current term. You keep access to everything already paid for until that date. We do not pro rate a partial year.
Price changes
We may change the membership price. If we do, we will give you at least 30 days notice before the change applies to your renewal, so you can decide whether to continue.
Payment
Payments are processed by our payment providers. We do not store your full card details. If a payment fails we will attempt to contact you and may suspend access until it is resolved.
07Appointments, blood draws and no shows
Appointments are booked through our booking system or with our care team.
Some tests require fasting or other preparation. We will tell you what is needed before your visit. If you attend without completing the required preparation, the sample may be unusable and we may need to rebook you.
Please give us at least 24 hours notice if you need to cancel or reschedule. Repeated missed appointments without notice may result in a fee or in us declining to rebook.
A blood draw carries small, well recognised risks including bruising, discomfort and, rarely, fainting. Tell our phlebotomist if you have a history of fainting, a bleeding disorder, or are taking blood thinning medication.
08Results, review and your dashboard
Turnaround times are estimates, not guarantees. They depend on the laboratory, the panel ordered and sample quality. Some specialised tests take longer.
Results are reviewed by a licensed doctor before they are released to you. Where a result needs urgent attention, we will contact you directly rather than waiting for your scheduled consultation.
Occasionally a sample cannot be processed because of quality, volume or handling issues. Where that happens we will arrange a retest at no cost to you.
Your results, trends and protocols are shown in your dashboard. Interpretation, reference ranges and status classifications may be refined over time as clinical evidence develops. A change in how a result is displayed does not mean the underlying measurement changed.
Access to your dashboard continues while your membership is active. We retain your medical records for the periods required by Singapore law regardless of membership status. See the Privacy Policy.
09Laboratories and partners
We work with accredited third party laboratories and clinical partners to run certain tests, including our primary diagnostic laboratory, our genetic testing partners and our imaging providers.
Where a test is performed by a partner, that partner processes your sample and produces the analytical result. We remain your point of contact and your doctor remains responsible for reviewing and explaining the result with you.
Genetic testing carries specific conditions. Some genetic tests require pre test and post test counselling as a condition of the test being offered at all. Where counselling is mandatory, it is not optional and any associated fee is set out at the point of purchase. Genetic results can carry implications for your blood relatives, and once known cannot be unknown. Please consider this before ordering.
10Consultations, prescriptions and medication
Buying a consultation or a programme does not guarantee that you will be prescribed medication. Whether any medication is clinically appropriate for you is a decision made solely by our doctor, based on your assessment, your history and current clinical guidelines.
If our doctor determines that treatment is not suitable for you, no prescription will be issued. The consultation fee covers the clinical assessment and remains payable.
Medication is dispensed in accordance with Singapore law. We do not supply medication without a valid consultation, we do not backdate or repeat prescriptions without review, and we do not supply medication to anyone other than the patient assessed.
You agree to take any prescribed medication only as directed, to tell us about all other medications and supplements you take, and to report side effects promptly. Never share prescribed medication with another person.
Ongoing prescriptions are contingent on you attending review appointments and any monitoring tests your doctor requires.
11Refunds and cancellations
Tests are non refundable once your sample has been collected and sent to the laboratory, because the cost is incurred at that point.
Where a test cannot be processed due to sample quality, we will arrange a retest at no charge.
Unused test kits and unfulfilled add ons may be refunded if you contact us within 7 days of purchase and before fulfilment has begun.
Consultation fees are payable for consultations that took place, including where the clinical outcome was that treatment is not suitable for you.
Nothing here limits your rights under the Consumer Protection (Fair Trading) Act or other applicable Singapore law.
To request a refund, email hello@protocolhealth.sg.
12Your account and acceptable use
You are responsible for keeping your account credentials secure and for all activity under your account. Tell us immediately if you suspect unauthorised access.
Your dashboard is for your personal use. Do not share your login. If you want someone else to see your results, download and share them yourself.
You agree not to:
- Use the services for anyone other than yourself, or give us false information
- Attempt to access another person's records or any part of our systems you are not authorised to access
- Copy, scrape, resell or redistribute our content, tools or results for commercial purposes
- Interfere with the operation or security of the website or dashboard
- Use our content to provide medical advice to others
13Intellectual property
The website, the dashboard, our report formats, our biomarker classification framework, our protocol library, our scoring methodology, our branding and all associated content are owned by Protocol Health Pte Ltd or licensed to us.
Your personal results and your medical record belong to you. You may download, keep and share them freely. The framework used to present and interpret them does not transfer with them.
You may not reproduce, adapt or commercially exploit our materials without our written permission.
14Liability
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded. Our clinicians remain fully accountable for the clinical care they provide.
Subject to that, and to the extent permitted by law, we are not liable for indirect or consequential loss, loss of profit or loss of opportunity, and our total liability arising out of the services is limited to the amount you paid us in the twelve months before the claim.
We are not liable for decisions you take based on information from our website, our content or your dashboard without consulting a clinician, or for outcomes arising from inaccurate or incomplete information you gave us.
You agree to indemnify us against claims arising from your breach of these terms or your misuse of the services.
15Third party links and services
Our website and dashboard may link to or integrate with third party services. We do not control those services and are not responsible for their content, availability or practices. Their own terms and privacy policies apply.
16Changes to these terms
We may update these terms from time to time. The current version is always published here with its effective date.
Where a change materially affects your rights, we will give you reasonable notice by email. Continuing to use the services after a change takes effect means you accept the updated terms. Your existing membership term is governed by the terms in force when you bought or last renewed it.
17Governing law and disputes
These terms are governed by the laws of Singapore, and the courts of Singapore have exclusive jurisdiction.
If something goes wrong, tell us first. Most issues are resolved quickly by talking to us. Email hello@protocolhealth.sg and we will respond and try to resolve the matter with you before either side takes any further step.
18Contact
Protocol Health Pte Ltd (UEN 202349035M)
MOH licence no. R/24M1418/MDS/001/242
71 Robinson Road #01-02, Singapore 068895
hello@protocolhealth.sg
These terms sit alongside our Privacy Policy, which explains how we handle your personal and health data.
Last updated 28 July 2026. Protocol Health Pte Ltd, 71 Robinson Road #01-02, Singapore 068895.
Back to top ↑