Frequently Asked Questions
General Information
Who is Nuacell?
Nuacell is a company specializing in health and wellness services, particularly focused on regenerative medicine, precision medicine, and a variety of aesthetic and health treatments. Their goal is to enhance well-being and overall health through innovative medical approaches and personalized treatments.
What is partners.nuacell.com?
Partners.nuacell.com is a dedicated portal for Nuacell’s business partners. It provides access to resources, tools, and support designed to help partners succeed in their collaboration with Nuacell.
Which locations in the UK do you service?
Currently we can only provide our Partner Program to partners in London and the Greater London Area.
Partner Program
What is the Nuacell Partner Program?
The NuaCell Partner Program allows clinics and medical institutions to offer specialised test kits that support wellness, diagnostics, and personalised patient care. Partners receive online training, resources, and support to integrate these tools into their services and enhance patient outcomes.
How can I become a Nuacell partner?
To become a partner, you have to register an account with us.
What are the benefits of joining the Nuacell Partner Program?
Partners receive access to providing Telomere and other advanced tests to their own client base. Partners also receive access to advanced resources, training programs, marketing and support to help grow their business and effectively utilise Nuacell’s offerings.
What are the requirements to join the Nuacell Partner Program?
To join the Nuacell Partner Program, you need to have a business aligned (medical practice, clinic, hospital etc) with our services and complete the registration form.
How do I access partner-exclusive resources?
Log in to your account and navigate around to find training materials, marketing tools, support documents, order details and more.
What are the terms and conditions of the partner program?
The terms and conditions of the Nuacell Partner Program include maintaining active engagement, complying with our brand guidelines, and adhering to the partnership agreements. Detailed terms can be found in the “Terms and Conditions” section on the partner portal.
What do I have to do as a Partner?
- Order Consignment Test kits
- Be responsible for recruiting patients and performing the phlebotomy service
- Prepare blood samples for the courier service (Order Collection)
- You will be notified about the patient test results
What is my operating geography? Do I have exclusivity?
No exlusivity is given to any partner. NuaCell does not place any restrictions on where your patients can come from.
How long does it take to sign up as a Partner?
Due to Brexit, it may take up to 2 months. We will take care of all the paperwork, customs authorisation, domestic and international logistics on your behalf. Once this is complete, we will notify you and you can start ordering.
Orders and Payments
How do I place an order?
To place an order, log in to your account, select the desired products from our catalog, and proceed to checkout following the on-screen instructions.
What payment methods are accepted?
We accept various payment methods including credit/debit cards, iDeal and are expanding the list.
How can I track my order?
After placing an order, you can track its status through the “Order History” section in your account dashboard.
Can I place bulk orders?
Yes, partners can place bulk orders. For bulk ordering, please contact us.
What should I do if I encounter an issue with my payment?
If you encounter any issues with your payment, contact our support team immediately. They will assist you in resolving the issue and ensuring your order is processed smoothly.
Are there any discounts available for partners?
Partners may be eligible for special discounts and promotional offers. Partners are given volume based discounts automatically.
My discount does not work / does not show
Eligible discounts do not always appear on the product page. However, when you go to your cart and or checkout, you will see any applicable discounts there.
Returns and Refunds
What is the return policy?
We do not offer returns as our products are medical items and consumables.
When will I receive my refund?
If a refund is necessary, it will be processed within 10-15 business days as indicated by our supplier.
Training and Resources
What training resources are available for partners?
We offer a variety of training resources including tutorials, videos, SOP’s, and detailed documentation to help partners maximize their potential with Nuacell’s services.
How can I access the training materials?
Training materials can be accessed through the partner portal once you are logged in.
What is the General Health History Form (GHHF) and can I modify it?
The General Health History Form is created to assist the health practitioner in performing their duties by capturing the patient’s medical history without having to spend the effort and time to manually capture it.
In special circumstances, if you have required questions they can be added to the GHHF, but unfortunately, we do not accommodate the removal of any questions at this time.
Privacy and Security
How does Nuacell protect my privacy?
We take your privacy seriously and adhere to strict data protection policies. For more details, please see our Privacy Policy on our website.
Is my data secure with Nuacell?
Yes, we implement robust security measures to protect your data, including encryption, secure servers and giving you the ability to add 2FA.
Account Management
How do I create an account?
To create an account, click on the “My Account > Register” button in the navigation bar and fill in the required details.
I forgot my password. How can I reset it?
Click on the “Forgot Password” link on the login page and follow the instructions to reset your password by providing your registered email address.
How do I update my account information?
Log in to your account, go to the “Profile” section, and update your information as needed. Ensure you save the changes before exiting.
Can I delete my account?
Yes, you can delete your account by contacting our support team. They will guide you through the process to ensure all your data is securely removed. Alternatively, you can delete your account in via your account settings online.
How do I change my email address?
To change your email address, log in to your account, go to the “Account Settings” section, and update your email address. Ensure you verify the new email address to complete the update.
Products and Services
What products and services does Nuacell offer?
NuaCell offers a diverse range of health services. However, partners.nuacell is solely focused on precision testing methods for the longevity of patients.
How can I get detailed information about a specific product or service?
Visit any product on our website and there will be detailed descriptions in the tabs below each of our offerings. Each service has a dedicated page with comprehensive details.
Are there any product demonstrations available?
No, we don’t offer product demonstrations. However, once you have signed up an account with us, you will have access to our educational material.
What is the consignment process for products?
NuaCell offers a consignment process where partners can stock products without upfront payment. The consigned products remain the property of Nuacell until used, at which point payment is due upon collection.
How do I arrange for product collection?
To arrange for product collection, click on “Order Blood Collection” in the navigation bar. Collections are geography sensitive so please ensure you do not use any VPN’s. During collection ordering, you are required to complete the necessary fields before adding the collection to the Cart. After all products are added, proceed to checkout and complete payment.
How long do I have to wait for patient results?
Typically it takes 3 weeks for the results to be ready. We will notify you as soon as we’ve received the results.
Shipping and Delivery
What are the shipping options available?
We offer shipping options based on the number of boxes. Specific details can be found during the checkout process. If any orders require express shipping or collection, additional fees may be charged.
How long does delivery take?
Delivery times vary based on the shipping method selected and your location. For Consignment Kits, receiving your products can take up to 2 business days.
Do you offer international shipping?
No, we currently only ship to our partner locations, in Ireland and the UK. You can see the available shipping options during the checkout process.
What should I do if my shipment is delayed?
If your shipment is delayed, check the tracking information provided. If the delay is significant, contact our support team for assistance. We will investigate the issue and provide you with an update.
Can I change the shipping address after placing an order?
Changing the shipping address after placing an order is possible if the order has not yet been dispatched. Contact our support team as soon as possible to request the change.
Do the Tests or Specimen samples require special packaging?
All instructions related to how the samples should be secured and processed for shipment are given in detail in the Standard Operating Procedures (SOP) document. This is located in your My Account, in training resources.
Technical Support
How can I contact Nuacell support?
You can contact us via the “Contact Us” page on our website.
What are the support hours?
Our support team is available Monday to Friday, from 09:00-13:00 and 14:00-17:00. Our team is not available on Public Holidays.
Where is Nuacell located?
Our main office is located in Malahide, Dublin, Ireland.
Contact Us
How can I get technical support?
For technical support, contact our support team.
What should I do if I encounter an issue with a product?
Refer to our online support and training material for guidance or contact our support team for further assistance.
Is there a user manual available for download?
Yes, in the online resources we provide our partners, there are SOP’s (Standard Operating Procedures) with detailed guidance on how to perform and use the tests and services offered.