FAQ’s

  • About Us & How It Works
    • DnaNudge
    • DNA Testing
    • Nutrition & Inactivity
  • Using Your DnaBand
    • Set Up
    • Scanning
    • Syncing
    • Activity Tracking
    • Troubleshooting
  • Using Your DnaNudge App
    • Set Up
    • Lifestyle Features
    • DNA Report – Nutrition
    • Scanning
    • Nutritional Information & Product Recommendations
    • Ingredients I Usually Avoid
    • NudgeMatch & NudgeShare
  • Buying Online
    • Online Orders
    • Your NudgeStore Account
    • Discount Codes
    • Shipping
    • Refunds & Returns
  • Security & Privacy
    • Security & Safety Information
    • Data Protection

About Us & How It Works

DnaNudge

Q. What is DnaNudge?
A. DnaNudge is a retail based, on-the-spot genetic testing service that provides product recommendations suited to your DNA to promote a healthy lifestyle.

Q. When was DnaNudge launched?
A. DnaNudge was launched commercially in November 2019 with the launch of our flagship store in London's Covent Garden. This was followed in December 2019 with pop-up counters in John Lewis and Waitrose and in June 2020 with the launch of our online NudgeStore.

Q. How does the DnaNudge service work?
A. You order online on our website or purchase in store. Do your cheek swab at home or in store, which we load into a DnaCartridge to extract your DNA. The cartridge is put into one of our Nudgeboxes where we run the DNA test. We send you your results via the DnaNudge app. You can then connect your DnaBand which allows you to shop with your DNA. You can scan the barcode of products with your DnaBand or the app to see whether it is recommended for you or not, nudging you towards the better products for you.

Q. How large is your food product database?
A. Our Nutrition database has over 500,000 products and is updated regularly so the number of products is growing all the time.

Q. Where can I use my DnaBand and DnaNudge App?
A. You can scan products in most major UK supermarkets including Waitrose, Marks and Spencers, Sainsburys, Tesco, Co-op, Morrisons and Asda. Our UK-based nutrition database currently contains over half a million products including a large number of international brands, however you will be unable to scan products local to other countries outside the UK. But we are working every day to expand the number of products available to scan in the UK and Worldwide.

DNA Testing

Q. What is DNA?
A. DNA (deoxyribonucleic acid) is a long, helix-shaped molecule that contains all genetic information required to create a living being. DNA is made from a chain of 'letters' or smaller molecules called nucleotides. There are four different types of nucleotides: adenine (A), thymine (T), cytosine (C), guanine (G). The specific combinations and arrangement of nucleotides in your DNA sequence is what makes you completely unique.

Q. What is the genome?
A. The genome is the complete set of genes and therefore the complete genetic 'information pack' that makes you who you are. There are 3 billion nucleotides in your genome, and we all differ by 0.1%. These differences are made up of SNPs.

Q. What is a SNP?
A. SNP (pronounced 'snip') stands for 'single nucleotide polymorphism'. A SNP is a single 'letter' (nucleotide) variation within the DNA code. Such a small change may not sound like much, but the DNA code is so precise that a little SNP can have big effects. SNPs occur normally within the DNA (there are approximately 10 million SNPs in the human genome) and are responsible for making us different from each other. Our test looks for SNPs that are strongly linked to certain chronic health conditions that can be prevented or delayed by lifestyle factors such as diet.

Q. How many SNPs does DnaNudge test for?
A. The number of SNPs we test for is proprietary information. However, we can assure you that we test specific SNPs which have been well researched. We do not review a large number of SNPs or undertake whole genome sequencing as testing a large number of SNPs does not necessarily mean this would provide beneficial information regarding your recommendations.

Q. How are genes related to health?
A. Genes help explain why certain conditions run in families. Genes affect our chances of developing several common health problems, such as heart disease, obesity, and type 2 diabetes, but genes alone do not cause these conditions. Many other factors, such as what we eat, how regularly we exercise, the environment we live in, how well we sleep, our level of stress and our age or gender also influence our chances of developing these conditions. You can inherit 'healthy' genes but develop poor health through an unhealthy lifestyle, or you can inherit susceptibility to a chronic condition but reduce your chances of developing it by leading a healthy lifestyle. By being more knowledgeable about your genes, you can make pro-active lifestyle changes in order to lead a healthier life.

Q. What genes do you analyse for the Nutrition test?
A. Our Nutrition DNA test panel identifies several SNPs within genes that are associated with the propensity to develop chronic diseases like type 2 diabetes, obesity, cholesterol and hypertension, and associated with caffeine metabolism. Some companies test for more than this, but we aim for quality not quantity. More does not mean better, we only include genes that have high quality evidence behind them.

Q. How is my DNA sample analysed?
A. The entire sample analysis takes place in the NudgeBox on the DnaCartridge. The DnaCartridge first extracts your DNA from your cheek swab, preparing it to be processed by a very small microchip with a tiny piece of silicon. This process detects the presence or absence of certain SNPs. When you insert a cheek swab into the DnaCartridge, DNA is isolated and purified from cells in your saliva. The DNA is duplicated into millions of copies, so that there is enough for the analysis to take place. The DnaCartridge contains tiny wells loaded with 'template' strands of DNA with a specific pattern. If your DNA matches the template strand, it will bind to it to make duplicates of that bit of your DNA. This causes a chemical reaction which is detected by the NudgeBox. If your DNA does not contain a specific variant that we look for, the reaction will not take place.

Q. What is the DnaCartridge?
A. The DnaCartridge is like having a lab on a microchip. We insert your cheek swab into the DnaCartridge, and we put the cartridge into our NudgeBox to run the DNA test.

Q. How do I do the cheek swab?
A. The instructions for doing your cheek swab can be seen on the packaging of the swab itself. When the swab is in your mouth ensure to rub the swab up and down on the inside of your cheek for 60 seconds. Rub both sides of the swab on your cheek and swap to the opposite side of your mouth after 30 seconds.

Nutrition & Inactivity

Q. Is DnaNudge a diet?
A. DnaNudge is not a diet. We won’t restrict your eating behaviours and you will still be able to eat the foods that you enjoy. We will nudge your food choices and shopping behaviours to healthier alternatives tailored to you based on your DNA.

Q. Does DnaNudge take into account my lifestyle?
A. We do consider your lifestyle. The DnaBand will measure your steps and sitting time and will take this into account when making product recommendations.

Q. What does the DnaNudge Nutrition Test cover?
A. Our Nutrition Test looks at your genetic predisposition for nutrition related health conditions and relates those predispositions back to different elements of the diet. Specifically, the test covers your predisposition for obesity, type 2 diabetes, high cholesterol and hypertension. For example, high salt intake is associated with hypertension and high cholesterol, and high sugar intake is associated with obesity and type 2 diabetes. On your DNA Report the colour of the tiles titled ‘Salt’ and ‘Sugar’ represent your risk of the respective conditions associated with those nutrients.

Q. Does the DnaNudge Nutrition Test analyse allergies or medical conditions?
A. Our DNA test is not a diagnostic test and cannot be used to diagnose medical conditions, or food allergies. All information provided through the service, including genetic test results and product recommendations, are meant for information purposes only. We also do not recommend that the 'Ingredients I Usually Avoid' feature be used by individuals with allergies as we cannot guarantee that the product information we receive from manufacturers and other third-party product datasets is accurate. We recommend that you always check the product label to ensure they are suitable for you. But if you do find any discrepancies, please let us know.

Q. Do you offer medical or dietetic advice?
A. No, we do not offer medical, dietetic or healthcare advice; our service is for information only and is not an alternative to medical advice. You should consult your GP or a health professional before making any changes to your diet. If you do have a medical condition, we recommend you do not use our app and seek advice from a healthcare professional.

Q. Will I lose weight using the app?
A. It depends. The DnaNudge App and DnaBand are not designed for weight loss and are not medical devices. Any healthy lifestyle changes you make as a result of using the DnaNudge service may lead to weight loss. However, this is not the main goal of DnaNudge as weight is not the sole health indicator or predictor.

Q. Do you recommend caffeine for women during pregnancy?
A. We do not recommend specific intakes of caffeine for pregnant women. If you are pregnant it is recommended that your caffeine intake follows that of the NHS guidelines of no more than 200mg caffeine per day.

Using Your DnaBand

Set Up

Q. What is the DnaBand?
A. The DnaBand is a wearable device that stores your digital DNA and helps you make healthier choices by personalising your shopping behaviours with your DNA, monitoring your lifestyle, and connecting and matching with friends.

Q. How do I choose the correct DnaBand size for me?
A. To choose the correct size of DnaBand use our simple size guide. Our Small size fits wrists approximately 130-160mm and our Large size fits wrists approximately 150-180mm. If you are between sizes choose a Small if you prefer a snug fit or Large if you prefer a looser fit.

Q. My wrist measurement is too large for a DnaBand can I still buy your product?
A. Unfortunately, our DnaBand only comes in Small or Large at the moment. We are looking to develop additional sizes in the near future.

Q. What is the DnaBand made from?
A. Our DnaBand is made of Thermoplastic Polyurethane (TPU). This is a strong, highly elastic, abrasion resistant material resistant to heat, oil and grease.

Q. Is it waterproof? Can I use it in the swimming pool?
A. The plastic capsule is not recommended to be immersed in water for more than 30 minutes and at more than a 1-meter depth. Also, we don’t recommend using your DnaBand in salty water or inside a steam room or sauna room. Unfortunately, swimming activity is not tracked for Green DNA Bar. After exposure to the water the DnaBand will need to be dried thoroughly.

Q. How do I set up my DnaBand?
A. Before you start the setup, ensure your phone’s Bluetooth is turned on and your DnaCapsule is on charge in the charging cradle. Go to the ‘Scan’ tab at the bottom of the DnaNudge App and select connect a DnaBand. Follow the on-screen instructions for setting up your DnaBand. To establish the best possible connection, remove your phone case and place the capsule either on top of the screen of your phone, or right next to the top left corner of the device. During the setup and the initial sync stay on the DnaNudge App and don’t allow your phone to go to sleep, to do this, simply tap the screen occasionally to keep the screen on, this will mean the data transfer is not interrupted. During the process the light on the DnaCapsule may change colours, this is completely normal, so you don't need to do anything if this happens.

Q. Do I need to pair my Android device to my DnaBand?
A. Pairing is not required to sync the DnaBand.

Q. How do I charge my DnaBand?
A. Plug the charger provided into a USB port. Remove the DnaCapsule from the DnaBand. Place the capsule into the charging cradle, ensuring that the metal pins at one end of the DnaCapsule match with those in the charging cradle. When the DnaCapsule is charging the light will pulse yellow and when charging is complete the light will pulse green. When putting your DnaCapsule back into the DnaBand ensure that the barcode scanner is lined up with the slot in the DnaBand.

Q. Why do I need to input my sleep time when setting up the Green DNA Bar?
A. By setting your sleep time, your DnaBand will be able to save battery and provide a more accurate measure of your sitting time during waking hours.

Q. I have competed the first sync and there are some items that I have not scanned that are showing in the App?
A. The DnaBand has 7 pre-set scans already built in, these being Coca-Cola and Volvic water. These are on everyone’s capsule and are done as part of the testing phase of manufacturing to ensure the barcode scanner is operating correctly. It also provides an initial example for users as to what a scan will look like on the app. These can be deleted by swiping left on the product and selecting ‘delete’ in the ‘My Scans’ tab.

Q. How long is the battery life of the DnaBand?
A. The battery life depends on how often you use your DnaBand for scanning barcodes. When the Green DNA Bar feature is turned on, a sleep time of 8 hours is set, and you scan an average of 50 products per day, the DnaBand should last for around 4 days after a full charge. Switch the DnaBand off when you are not shopping to save power.

Q. How long does it take to charge the DnaCapsule?
A. A full charge, from empty, should take around 88 minutes.

Scanning

Q. How do I turn my DnaBand on and off?
A. Press the button once to turn the DnaBand on. The LED will flash red, green, then blue. Press and hold the DnaBand button to turn the DnaBand off. The LED will flash red.

Q. How should I wear my DnaBand?
A. The barcode scanner in the DnaCapsule should be aligned with the slot in the DnaBand. The DnaBand is typically worn around the wrist with the barcode scanner facing out towards your hand. You can scan products with the DnaCapsule on the top or bottom of your wrist.

Q. How do I scan a product with my DnaBand?
A. Turn the DnaBand on. Then there are multiple options, find which one works best for you. Either press the button or rotate your wrist as shown in the video to enable the barcode scanner. Move the scanner over the barcode of the product until it is successfully scanned.

Q. How do I scan a product using a button press?
A. Hold the product to be scanned in one hand with the barcode vertical. Hold the DnaBand in the other hand with the scanning window vertical. Press the button with your thumb to activate the scanner beam - you may need to move your hand to align and focus the scanning beam and barcode.

Q. How do I scan with a gesture (above the wrist)?
A. Aim the scanner at the barcode and rotate your hand 90 degrees towards you as if looking at a watch - the barcode scanner will activate. You can also simply hold the product with the barcode horizontal in line with your DnaBand. If necessary, move your wrist or the product a little to focus the scanner beam.

Q. How do I scan with a gesture (below the wrist)?
A. As an alternative method, twist the band around so that the barcode scanner is face down under your wrist. If the DnaBand is worn on your right hand, hold the product in your left hand with the barcode vertical. Hold your right hand horizontal a few centimetres away from the barcode. Rotate your right hand through 90 degrees so that your palm faces towards you – the scanner beam located on the side of the DnaBand will project on to the barcode. You may need to move your hand to focus the scanner beam on the barcode.

Q. What happens when I scan a product with my DnaBand?
A. When a product has been scanned a coloured light will be displayed on the DnaBand. A green light indicates that a product is recommended for you based on your DNA. A red light indicates a product is not recommended for you based on your DNA. An amber light indicates a product is not currently recommended for you based on a lack of activity. A blue light indicates that a product is not currently in our database.

Q. When I scan a product and the light on the DnaBand flashes, what does it mean?
A. When the light on the DnaBand flashes green, red or amber, rather than being a steady light, this indicates that the product you scanned contains an ingredient you have ticked as one you would usually avoid in the DnaNudge App. The DnaBand will however still display the same DNA-based recommendation. However, when the app makes alternative product recommendations your selections in the ingredients you usually avoid section will be taken into account. If you want more detail as to which ingredients a product contains you can check the product in the app and a notification will appear at the bottom of the screen telling you which specific ingredient the product contains.

Q. How do I know if a product contains ingredients I would usually avoid?
A. When you scan a product using the DnaBand which contains an ingredient you have ticked in the DnaNudge App as one that you would usually avoid, instead of displaying a steady green, red or amber light, the light will flash. The DnaBand will however still display the same DNA-based recommendation, as the ingredients you usually avoid does not influence this recommendation. However, when the app makes alternative product recommendations your selections in the ingredients you usually avoid section will be taken into account. If you want more detail as to which ingredients a product contains you can check the product in the app and a notification will appear at the bottom of the screen telling you which ingredient the product contains.

Q. Why do I not see an 'ingredient I usually to avoid' notification when I scan some items?
A. If you are scanning a food or drink product, single ingredient food and drinks products are not required under EU law to include an ingredients list. Our algorithm scans the ingredients list to alert you when a product contains something you avoid. This means a notification may not appear when you scan one of these items and have selected a certain ingredient to avoid as the manufacturer has not provided this information. Your alternative recommendations may sometimes contain ingredients you avoid, too. As always, please read the packaging for the latest ingredients list.

Q. What if a product isn’t in our database?
A. While we do have over half a million products in our database we haven't got every brand or supermarket yet. When you use the DnaBand to scan a product that is not in our database, it will display a steady blue light. We are working every day to expand the number of products in our database.

Q. What if the barcode of a product I scanned wasn't recognised?
A. Sometimes it's worth scanning the barcode again. The App will sometimes recognise the product after another scan, but if this doesn't work, it means the product is not listed in our database. We apologise for this, our product database is growing day by day, so it's always worth trying again in the future to see if we have added the product.

Q. Can I use my DnaBand to scan products overseas?
A. Our nutrition database is currently UK-based, although it does contain a large number of international brands that can be found globally. We are constantly adding to our database and expanding our international capabilities to increase our global coverage.

Q. When an item scans as green, does it mean I can eat as much of it as I want?
A. Green recommendations do not mean 'eat as much as you want'. When you scan an item, DnaNudge assumes you're thinking about buying or eating the product and gives you a point-of-decision prompt as to whether the item is suited to your DNA or if there are better alternatives for you.

Q. Do I have to buy exclusively 'green' products?
A. DnaNudge is a personalised shopping guide. You are free to choose how you use the guide and free to choose what you buy when you are shopping. However, it will nudge you towards green products that are recommended based on your DNA.

Q. Why did a product scan as green when I scanned an unhealthy food item?
A. The goal of DnaNudge isn't to restrict certain foods from your diet, so you can use the DnaBand and DnaNudge App to scan all types of foods, including foods that you should only eat occasionally. There is a lot of evidence that shows small changes can add up to have a big impact on your health. The DnaNudge philosophy is based on the idea that we are free to choose what we eat, but we should have the option to be nudged towards an alternative that is healthier for us whenever possible.

Q. When I scan alcohol why does it always show as green?
A. By law, alcohol is not required to have nutritional information on its label. Over 90% of alcohol products do not have any nutritional information. Without this information we cannot make an accurate recommendation for these products. You should always follow the government guidelines for alcohol consumption. Please note, the DnaNudge App does not recommend alcohol to anyone under the age of 18.

Q. My DnaBand scanned coffee as green and yet my risk shows I have a slow metabolism for caffeine, why is it green not red?
A. We have looked at genes which have been shown to influence your metabolism of caffeine. You may be a fast or slow metaboliser, however, that does not mean you should avoid caffeine entirely. Our recommendations are based on macronutrients found on the nutrition table. The reason coffee is green is because the caffeine is not related to a product’s nutritional information. However, if you do wish to be alerted when a product contains caffeine, go to ‘Ingredients I usually avoid’ in the DnaNudge App and select ‘Caffeine’ as the ingredient you’d like to avoid. The app will then be able to offer you alternative decaffeinated products in it’s recommendations.

Q. How do I add a product to my ‘Items Bought’ list using the DnaBand?
A. Once the product has been successfully scanned and a light is displayed, press the button on the DnaBand once and the light will flash blue. This indicates that the product has been added to your ‘Items Bought’ list. To view the product in your Bought List in the DnaNudge App, you must first sync the DnaBand.

Syncing

Q. How often do I need to sync my DnaBand with my App?
A. As much as you like! Syncing your DnaBand will ensure you have the latest database and software updates, as well as all your recent product scans and your latest steps and sitting time data.

Q. How do I ensure that my DnaBand is always up-to-date?
A. To get the best from your DnaBand and DnaNudge App we recommend syncing twice a day. This ensures you'll always have the very latest database and software updates.

Q. How do I sync my DnaBand?
A. Make sure that your phone's Bluetooth is turned on. Press the button on your DnaBand once to turn it on. Head to the ‘Lifestyle’ tab on your DnaNudge App and press 'sync' whilst holding the phone and the DnaBand close together.

Activity Tracking

Q. How does the DnaBand measure sedentary behaviour?
A. Your DnaBand is fitted with an accelerometer which is designed to measure when you are not moving and when you are active. To get the most accurate and up to date information it is best to wear the DnaBand during the day and sync it to your DnaNudge App every time you want to see how long you have been sitting. Whilst the DnaBand is switched off, if you swiftly move your arm up and down, the light will display a steady green light you are meeting your steps per sitting time goal or a steady amber light if you have been sedentary for too long today and need to be more active to change it to green.

Q. Is the DnaBand only used for when I am out shopping?
A. The DnaBand isn’t just for shopping; your sitting time can also affect your recommendations. If the DnaBand detect that you have been sitting too long, some products will have an amber recommendation. To get these recommendations back to green, break up sitting time throughout the day with periods of physical activity.

Q. What counts as sitting time and what does not?
A. The DnaBand accumulates the time of sitting throughout the day. This includes very light activity such as typing on a computer. If you just sit for 5 minutes, this will not immediately be displayed in the sitting time count on the app but it will be tracked and display an updated sitting time when an additional half an hour of sitting time is accumulated. Like other wristbands, it uses wrist position and movement to estimate sitting. Any activity with your wrist in a horizontal position and resting will be counted as sitting. Some false positive activities may be counted as sitting for example standing but the hands are put on a desk. The band will not record sitting time if is charging; if it’s not being worn (i.e. placed on a table); or if it is worn the incorrect way (i.e. scanner towards your body and not your hand). Additionally, if you are sitting with your band on and are making strong arm movements this can be interpreted as steps which would affect your sitting time.

Q. I have been exercising today, why does my DnaBand and Green DNA Bar show amber not green?
A. If you sit for too long throughout the day your Green DNA Bar becomes amber, as do some of your products, warning you that they are not recommended for you anymore. The Green DNA Bar allows you to set goals to be less sedentary throughout your day. Breaking up sitting time plays a key role in your health, so don’t be surprised if some recommendations for treat products turn from green to amber even if you’ve been exercising enough to meet the physical activity guidelines. Our algorithm measures prolonged sitting which is its own independent factor for poor health. You can switch this function on or off in your DnaNudge App settings.

Q. Why does my step count vary from my Fitbit?
A. This is a common phenomenon when comparing activity trackers due to the different algorithms they use. Even two different Fitbit models will likely report different steps.

Troubleshooting

Q. When connecting my new DnaBand to the app it gets to 25% of the set up then stops, what should I do?
A. Check your phone’s memory/storage and if there is not a lot left clear some space and optimise your storage, then try and connect again. Please also make sure you have accepted permissions for our app to use your Location, Storage and Camera. If you need more help please send an email to customerservices@dnanudge.com so we can assist you further.

Q. My Android 10 device is having a connection issue, what should I do?
A. On mobile devices using Android 10 there is a known issue with the devices being able to connect to the DnaBand. This is caused by an issue within the Android system and is seen across other wearable devices. Fortunately, by following the below instructions, it is possible to resolve this issue and use the DnaNudge Service without hindrance.
1.If using the DnaNudge App for the first time please open the DnaNudge App, select the ‘Get Started’ option and complete the steps to register for the App and verify your email.
2.If you have already registered within for the DnaNudge App, then please uninstall and reinstall the DnaNudge App from the Play Store and sign into your account.
3.The DnaNudge App will request access to your device’s location, please deny permission for location.
4.Next the DnaNudge App will request that you grant it access to photos and media, please allow permission for this access.
5.Next navigate out of the DnaNudge App to the home screen of your device by pressing the bottom centre home button.
6.Navigate to your device’s ‘Settings', then 'Location', then 'App permission'
7.Scroll down to the apps that have been denied location permission, select DnaNudge and allow location access permission.
8.Return to the DnaNudge App.
9.Select ‘Connect a DnaBand’ and proceed to use enjoy the DnaNudge Service!

Q. Why isn't my DnaBand charging?
A. Please ensure that there is no dust or dirt in the places where the charger and the capsule connect. Make sure the DnaBand charger is properly connected to a USB port.

Q. How do I restart my DnaBand?
A. If you experience any of the following issues, restart your DnaBand:
- The light keeps flashing
- It won't sync
- It won't respond to button presses or taps
- It is charged but doesn't turn on
Press and hold the button on the DnaCapsule for 10 seconds and the light will change from flashing red to flashing red, green and blue.

Q. Why does my DnaBand quickly flash aqua blue when turned on just before it flashes Red-Green-Blue?
A. This is to alert you that your Green DNA Bar is not currently turned on and therefore will not track your steps, siting, or sleep time. To turn this on go to ‘More’ on the bottom right of the DnaNudge app, (your phone’s Bluetooth and DnaBand need to be turned on) then select ‘DnaBand’ followed by ‘Settings’, and ‘Green DNA Bar’. Ensure the toggle button is turned on and that you have set your sleep time and daily sitting time, then select ‘save’.

Q. My DnaBand keeps turning off while I am shopping, why is that?
A. The DnaBand has a sleep time built in, which, by default, is set to 2 minutes. To change this setting please go to ‘More’ in the bottom right of the DnaNudge App, select ‘DnaBand’ (with your phone’s Bluetooth and DnaBand turned on) then press settings, and select ‘Time to Band Sleep mode’. Adjust the time using the scroll wheel and save to sync this setting with the DnaBand.

Q. Why won't my DnaBand sync?
A. Make sure your DnaBand is charged and switched on, and your phone's Bluetooth is turned on.

Q. I have been syncing my DnaBand but it shows no activity/steps, why is this?
A. Check the settings of your DnaBand by selecting ‘More’ on the bottom right of the DnaNudge App, select ‘DnaBand’ (with your phone’s Bluetooth and DnaBand turned on) then press settings, and select ‘Green DNA Bar’ scroll down and adjust your sleep and wake times, as well as your daily sitting time as required, and save to sync this setting with the DnaBand. The DnaBand resets at midnight every day. If you sync after midnight and during sleep time, it will show steps and sitting to equal zero. During your sleep time, the DnaBand will not record any steps or sitting time. Ensure your DnaBand has sufficient charge and is worn throughout the day to gain the most benefit.

Q. Why is my band not lighting up to show the status of the Green DNA Bar when I move it up and down?
A. Your band will only light up to show the status of the Green DNA Bar if it is in sleep/off mode but not if you are in scan/on mode. To set your DnaBand to sleep/off mode, press and hold the button and the light will flash red to indicate it is now in sleep/off mode. Then attempt to see the status of your Green DNA Bar via the DnaBand again. If this did not work Check the settings of your DnaBand by selecting ‘More’ on the bottom right of the DnaNudge App, select ‘DnaBand’ (with your phone’s Bluetooth and DnaBand turned on) then press settings, and select ‘Green DNA Bar’. Ensure the toggle button under the heading ‘Green DNA Bar Settings’ is turned on and that you have set your sleep time and daily sitting time, then save. If you are within your sleeping time, the DnaBand will not light up as this is counted as non-use time.

Q. My DnaBand is always flashing amber, what does this mean and what should I do?
A. If your band is constantly flashing amber, this means your Green DNA Bar is completely amber, indicating you have spent too long sitting during the day and have reached your inactivity limit. To stop the flashing, simply hold down the button on the DnaBand for a few seconds. If this happens regularly you should consider adjusting your daily sitting time settings in the DnaNudge App.

Using Your DnaNudge App

Set Up

Q. How do I download the DnaNudge App using an iPhone?
A. To download our app, simply go the App Store and search for 'DnaNudge'. Once on the DnaNudge App page you can download the app for free.

Q. How do I download the DnaNudge App using an Android phone?
A. To download our app, simply go the Google Play Store and search for 'DnaNudge'. Once on the DnaNudge App page you can download the app for free.

Q. Why does the DnaNudge App ask for my location?
A. We request access to your location so we can develop our service, including showing you relevant product alternatives that are located near you and that are suited to you. Google changed its permission requirements beginning with Android OS 6.0. As a result, the locations permission is necessary to sync your DnaBand with your Android device.

Q. I’ve ordered online, what happens whilst I’m waiting for my registration code?
A. Once your test has been completed and your results are ready, we will send you a registration code via text message, you should receive this code within five days of sending your swab and forms back to us. Until you receive this code you will only be able to view the 'sign up screen' and will not be able to access any functions of the app or DnaBand.

Q. I’ve purchased in store, what happens whilst I’m waiting for my registration code?
A. Once your test has been completed and your results are ready, we will send you a registration code via text message, you should receive this code within ninety minutes of your test being started at the store. Until you receive this code you will only be able to view the 'sign up screen' and will not be able to access any functions of the app or DnaBand.

Q. I’ve received my registration code, what happens next?
A. When you receive your registration code for the DnaNudge App via text message, you can register for the app and create an account. You will also be sent an email confirmation code to enter, in order to complete the registration process. Both the registration code and email confirmation code are case sensitive and should contain no spaces before or after the code.

Q. My registration code is not working, what should I do?
A. Our registration codes are both case and number sensitive. If your registration code contains an ‘O’ this may be either a capital O or a 0 (Zero). If you see ‘I’ this could either be a lowercase L or a upper case i. We recommend you copy the code directly from the email and then paste this into the app making sure there are no extra spaces at the beginning or end when doing so.

Q. How do I view my test results?
A. Once you have registered, simply read through the on-screen instructions and information screens. Once completed, the DnaNudge App will take you straight to your DNA Report where you can see your results.

Lifestyle Features

Q. What is the Green DNA Bar?
A. The Green DNA Bar is found in the Lifestyle tab of the DnaNudge App. It is not the same as the DNA Bar on the DNA Report tab. The Green DNA Bar represents the green section of the DNA Bar and will dynamically change based on your level of inactivity. If you are meeting your daily steps per sitting time goal, which you entered during the DnaBand setup process, the bar will be completely green and all the products that are recommended for you based on your DNA Report with scan as green. When you are not meeting this goal, by being too sedentary, the bar will progressively change colour to become more amber. When you scan some products that are usually recommended for you based on your DNA Report, they will display an amber light indicating that the product is not currently recommended for you based on your level of inactivity. By being more active, you can change the colour back to green and those products will be recommended for you again. You can switch this function on or off in your App settings, under the Green DNA Bar.

Q. Where can I view a summary of my sitting time?
A. The Green DNA Bar summarises your sedentary level by showing how far away you are from your sitting time limits. You can find your steps and sitting time at the bottom right of the bar. If you sit for more than half an hour at any one time, this will start contributing to your recorded sitting time, and your Green DNA Bar will start to turn amber. Amber means that some of your green recommended products, will now be amber, indicating that they are no longer recommended due to your recent inactivity. You can check this quickly on your DnaBand. When the band is turned off, moving the band up and down will trigger it to show the current Green DNA Bar colour. If there is any amber in the Green DNA Bar, the light will show amber. When the whole Bar has become amber, the light will flash amber to notify you.

Q. Is the sitting time recorded by the Green DNA Bar cumulative throughout the day or tracked as separate sitting periods?
A. The numbers are accumulated throughout the day. The steps will not compensate the sitting time until it has reached the steps you have chosen to compensate for half an hour of sitting time.

Q. Can sitting for a prolonged time effect my personalised food recommendations?
A. If you are too sedentary during the day your Green DNA Bar will start to show as amber in colour. Products will then start to show as amber when scanned, indicating that they are not currently recommended for you due to a lack of activity. By being more active across the course of the rest of the day, your Green DNA Bar will start to turn green again and eventually products that were originally amber will start to scan as green again, meaning they are now suitable for you to consume.

DNA Report – Nutrition

Q. What exactly is the Nutrition DNA Report?
A. Each tile of the DNA Report shows a trait which is based on multiple genes associated with an increased risk of common health conditions such as obesity, type 2 diabetes, high cholesterol and hypertension. We link these genes to different nutrients in order to help offer you better dietary recommendations.

Q. What is the DNA Bar?
A. The DNA Bar is not the same as the Green DNA Bar. The DNA Bar is found at the top of the DNA Report tab on the DnaNudge app. This bar represents all the products we have in our database and whether they are recommended for you or not. The green section represents those products that are recommended for you based on your DNA and the red section of the bar represents those products which are not recommended. This is determined by your DNA Report and will not change, unless we add more products to our database.

Q. Can I change my DNA and therefore my DNA Report?
A. Your genetics and therefore your DNA Report are fixed, as your DNA is unique to you and does not change throughout your life. Your risk of the different nutrition related health conditions across your report will remain the same (i.e. if you have a high risk for the Sugar trait, this will remain the same). However, by making small changes to your food choices and product purchases, this can make a meaningful difference to your health and overall risk of the nutrition related health conditions over time.

Q. If I have red tiles does this mean I will develop a health condition like obesity?
A. Not at all. Our DNA test simply looks at SNPs that are more common amongst people who have certain conditions such as type 2 diabetes or obesity. Lifestyle factors such as what you eat, your sleep patterns and how you choose to exercise interact with other factors such as your age and your genes to influence your health. Simply put, your DNA is part of a whole collection of interacting factors that make you who you are and your risk of disease.

Q. Why is my Fat high but Saturated Fat low?
A. We have analysed SNPs that affect many metabolic diseases including cardiovascular conditions and obesity. We have linked the different nutrients to different conditions. For cardiovascular health, the type of fat is important, meaning that replacing saturated fat with other types of fat including poly- and mono-unsaturated fats is important. From this we have linked saturated fat to these conditions. Another condition we assess is obesity which is a complex condition and research has shown that calorie deficiency is important for maintaining a healthy weight. The most economical way to reduce calories if to reduce total fat as it is the most energy dense macronutrient (more than protein and carbohydrates combined). Therefore, we have linked fat intake to obesity. This means that your tiles for these nutrients can vary as they are linked differently to the health conditions we assess.

Q. My Salt is low so can I eat lots of salty foods?
A. No. If your salt is low it does not mean you can eat lots of salty food. The recommended intake for salt for adults in the UK is 6g per day. Currently, studies have shown that we eat far more than that. High intakes of salt have been linked to hypertension and other cardiovascular disease. A lot of the salt we eat is hidden in processed food. Even though you may have a low or very low salt tile, DnaNudge nudges you towards lower salt options.

Q. My Obesity risk is high, but I am skinny, is this correct?
A. DnaNudge is a not a diagnostic tool or medical device. We have assessed areas in your genes which research suggests may lead to obesity. There are a number of factors, including various lifestyle and dietary factors that are important for obesity. Eating healthy food and exercising regularly is the best way to maintain a healthy weight regardless of your genetic pre-disposition.

Q. My DNA Report is all green, so I don’t need to worry, is this true?
A. Green recommendations do not mean ‘you don’t need to worry’. Our algorithm will still nudge you to make better choices when you scan an item. Making such changes will still have a beneficial impact on your health and risk of developing the nutrition related health conditions we assess. The DnaNudge App assumes you're thinking about buying or eating the product and gives you a point-of-decision prompt as to whether the item is suited to your DNA or if there are better alternatives for you.

Q. Why does my App have a Nutritional Section instead of a DNA Report?
A. DnaNudge users between 11-15 years old receive an educational report around nutrition rather than a report that communicates health risk to different macronutrients. As a company we put the interests of our users first, therefore we are not sharing genetic risk information with younger users as it could potentially have unpredictable effects on their eating behaviours.

Q. What are the differences between an adult and child DNA Report?
A. DnaNudge users between 11 and 15 years old receive an educational nutritional report, as long as a parent or guardian has provided consent. We understand the importance of this developmental stage in an adolescent’s life so we do not share genetic trait risk information with anyone under the age of 16. Anyone under the age of 16 receives an adapted report. You have full access to all other service features including scanning and searching for products, NudgeMatch, and NudgeShare. The DnaNudge App and DnaBand will take into account your age so as you grow, the recommendations will adjust not only to your genetic risk, but also to the different developmental stages you go through until adulthood. Once you turn 16 years old your app will automatically display your personal DNA Report results. There will also be some age-related restrictions until you turn 18 years old, for example when you scan alcoholic beverages or stimulants like caffeine.

Q. In the DNA Report what does ‘How do I compare to others?’ mean?
A. By selecting any of the tiles on your DNA Report you can see a percentage value is displayed. This represents the percentage of other users who have taken the test that have a similar result to you for that specific genetic trait, allowing you to see how common your results are.

Scanning

Q. How do I scan a product with my DnaNudge App? What do the coloured thumbs up and down mean after scanning?
A. Select 'Scan' at the bottom of the DnaNudge App screen. Line the barcode scanner up so that the product barcode is in the centre of the screen, as if you were taking a picture of it and the app will automatically scan the barcode. Once the barcode has been successfully scanned it will give more details about the product and your DNA-based recommendation. If the product is recommended for you it will display a green thumbs up, if it is not currently recommended for you it will show a red thumbs down or an amber thumbs down. The red thumbs down indicates that this product is not recommended for you based on your DNA, whereas the amber thumbs down indicates that the product is not recommended for you based on your current level of inactivity, but can be suitable again if you are more active.

Q. What if a product isn’t in our database?
A. While we do have over half a million products in our database we haven't got every brand or supermarket yet. When you use DnaNudge App to scan a product that is not in our database, a notification will be displayed. We are working every day to expand the number of products in our database.

Q. My product's barcode wasn't recognised, what does this mean?
A. Sometimes it's worth scanning the barcode again. The App will sometimes recognise the product after another scan, but if this doesn't work, it means the product is not listed in our database. We apologise for this, our product database is growing day by day, so it's always worth trying again in the future to see if we have added the product.

Q. How do I scan a product with no barcode and how do I search for a product in my DnaNudge App?
A. If a product has no barcode, or you don't have the product to hand to scan the barcode you can search within the DnaNudge app for any product in our database. In the app simply go to the 'Scan' tab, and at the top of screen a search bar will appear. Type in the product or brand that you are looking for. If you are looking for a specific product, be as precise with your search terms as possible, try entering the brand and product name to get the most accurate results. Press 'Search' in the bottom right of the screen to display the results in full.

Q. How do I use DnaNudge to shop online?
A. If you are shopping online you can search within the DnaNudge app for any product in our database. In the app simply go to the 'Scan' tab, and at the top of screen a search bar will appear. Type in the product or brand that you are looking for. If you are looking for a specific product, be as precise with your search terms as possible, try entering the brand and product name to get the most accurate results. Press 'Search' in the bottom right of the screen to display the results in full.

Q. What happens if I scan products from a supermarket's in-store café?
A. To get a personalised recommendation for products sold at a supermarket's café simply search for the product via the search function in your DnaNudge App. Unfortunately, products in the café may not always have barcodes therefore you cannot scan these products with your App or DnaBand.

Q. What is ‘My Scans’ and how does it work?
A. The 'My Scans' section of the DnaNudge App shows all of your latest product barcode scans and displays whether those items are recommended for you or not. When you choose that you are buying a product using either the app or the DnaBand it will be added to your 'Items Bought' list. To see the most up to date list make sure to regularly sync your DnaBand.

Q. How do I add a product to My Scans history?
A. When you search for or scan a product, the DnaNudge App will ask you 'Are you buying this?'. Click 'yes' if you plan to buy the product, and it will be added to your My Scans history. Click 'no' if you don't want to buy it.

Q. How to I add a product to my Items Bought list using my DnaNudge App?
A. To add a product to your 'Items Bought' list using your DnaNudge App, go to the ‘Scan’ tab and scan a product. Once the product has been successfully scanned, at the bottom of the screen an option will appear to select whether you bought the item. Choose ‘Yes’ and the item will be added to your ‘Items Bought’ list. To view the product in your ‘Items Bought’ list go to the ‘My Scans’ tab and select the ‘Items Bought’ tab at the top of the screen.

Q. How do I remove a product from My Scans history?
A. Go to your ‘My Scans’ tab, where all the items you have scanned and bought are listed. Select a product, and swipe left on it, then select ‘remove’.

Nutritional Information & Product Recommendations

Q. Why have I been recommended a product that is higher in an ‘X’ Ingredient than another product which is not recommended for me?
A. You may find, for example, that you are not recommended a specific product due the sugar or salt content being too high, however a different product with a higher sugar or salt content may be recommended for you. This is because we categorise each of the products in our database by the type of food. For example, we have categories for cereals, nuts, chocolate, condiments, and olives, to name just a few of the hundreds of categories we have. We compare products and make recommendations within a single category. We are nudging you towards the healthier products for you within that specific category. This means we will still recommend you products such as chocolate or crisps, but with DnaNudge you can choose which is the best chocolate bar or packet of nuts for you.

Q. Why did I get a green thumbs up when I scanned an unhealthy food item?
A. The goal of the DnaNudge App isn't to restrict certain foods from your diet, so you can use the App to scan all types of foods, including foods that you should only eat occasionally. There is a lot of evidence that shows small changes can add up to have a big impact on your health. This is because nudge philosophy is based on the idea that we are free to choose what we eat, but we should have the option to be nudged towards an alternative that is healthier for us whenever possible.

Q. Why do I not see an 'Ingredient I usually Avoid' notification when I scan some items?
A. If you are scanning a food or drink product, single ingredient food and drinks products are not required under EU law to include an ingredients list. Our algorithm scans the ingredients list to alert you when a product contains something you avoid. This means a notification may not appear when you scan one of these items and have selected a certain ingredient to avoid as the manufacturer has not provided this information. Your alternative recommendations may sometimes contain ingredients you avoid, too. As always, ensure to read the packaging for the latest ingredients list.

Q. Do I have to exclusively buy products that scan as green?
A. The DnaNudge App is a personalised shopping guide. You are free to choose how you use the guide and free to choose what you buy when you are shopping. However, it will nudge you towards green products.

Q. When an item scans as green, does it mean I can eat as much of it as I want?
A. Green recommendations do not mean 'eat as much as you want'. When you scan an item, the DnaNudge App assumes you're thinking about buying or eating the product and gives you a point-of-decision prompt as to whether the item is recommended for you based on your DNA, or if there are better alternatives for you.

Q. What are the alternative product recommendations and nutritional information?
A. When you view a product in the DnaNudge App you can see more details about the nutritional information and alternative recommendations for that specific product. In the ‘Alternatives’ tab a list of alternative recommendations for similar products within the same food category will be displayed. In the 'Nutritional Information' tab you can see a breakdown of each component of a product that would typically be found on its nutritional label, including fat, sugar and salt. Next to each component will be a green thumbs up or a red thumbs down, indicating which of the components make the product recommended for you or not.

Q. What are the 'Find a match' products in the 'Alternatives' section?
A. When you scan or search for a product, the DnaNudge App produces a list of similar products from the same category that are recommended for you. The ‘Find a match’ heading indicates the category within which those products are located in our database.

Q. How are my product recommendations generated?
A. Our team of scientists, geneticists, dietitians and deep-learning software engineers created an algorithm that uses your DNA to create custom product recommendations. The algorithm takes into consideration your genes, the type of product you are scanning, and the nutritional content of food and drink products. Based on these factors the products are then either recommended for you or not, and alternative product recommendations are generated using our simple colour-based thumbs up, thumbs down system.

Q. My alternative product recommendations seem strange, why is that?
A. When you first start using your DnaNudge App to scan products, the list of alternative product recommendations may contain products that you haven't heard of before or wouldn't consider buying. Over time the App's algorithms will adjust to your preferences after a few shopping trips and will recommend matches that are closer to what you like.

Q. Why doesn't the DnaNudge App recommend me baby products?
A. Food and drink products that have been specifically designed for infants will not be recommended since infants have different nutritional needs to children and adults and therefore these products tend to be high in calories.

Q. Can the DnaNudge App tell me why products aren’t recommended for me?
A. When viewing a product go to the 'nutritional information' section. There will be one or more red thumbs down displayed next to the components of the product. The red thumbs down indicates that there is too much of those particular components within the product for it to be recommended for you based on your genetic report.

Q. How do I find out about the nutritional information of a product?
A. Scan or search for a product, or click on one from your My Scans history to open it. Click 'Nutritional Info' to see the nutritional value of the product.

Q. Where do you get your product ingredient and nutritional information from?
A. We obtain product ingredient and nutritional information directly from manufacturers, independent packaged food product databases, and our helpful users who take photos of the barcodes of new products and send them in to us. We cannot guarantee the information is 100% accurate so if you do spot something unusual please use 'Email support' to let us know. DnaNudge is not affiliated with any food manufacturing companies and your product recommendations are not influenced by any potential affiliations with supermarkets.

Q. Why do you display nutritional information per 100g?
A. The nutritional information is based upon 100g/100mL of a product to help our algorithms and you to compare products quickly and easily.

Ingredients I Usually Avoid

Q. What is the ‘Ingredients I usually avoid’ function?
A. You can select ingredients that you do not wish to consume, for example, artificial sweeteners or preservatives, gluten, or palm oil. When you scan a product with the DnaNudge App or DnaBand, you will be notified that the product contains one or many of the ingredients you would usually avoid. This list can be found as part of the initial DnaBand setup and can also be found in the ‘More’ tab within the app. When you add a new ingredient to this list you must sync your DnaBand to your DnaNudge app to load it with the most up to date information. We do not recommend that this feature be used by individuals with allergies as we cannot guarantee that the product information we receive from manufacturers and other third-party product datasets is accurate. We recommend that you always check the product label to ensure they are suitable for you. If you do find any discrepancies, please let us know via 'Email Support' within the 'More' section in your App. We recommend that you always check product labels and ingredients to ensure they are suitable for you.

Q. Why has alcohol been selected as an ingredient I want to avoid?
A. Alcohol has been selected as an ingredient I want to avoid because you are under 18 years old. Legally you are not allowed to buy alcohol. A young person's body cannot cope with alcohol the same way an adult's can. Excessive consumption of alcohol can lead to long term problems with brain function, memory, coordination and motor skills (ability to move) as well as several chronic diseases such as heart disease and cancer.

Q. Why has caffeine been selected as an Ingredient I want to avoid?
A. Caffeine has been selected as an ingredient to avoid because you are under 18 years old. Caffeine can affect mood, concentration, and also your development. Although you can still scan products containing caffeine to get a product recommendation that’s based on your genes, we also need to take into account how old you are.

NudgeMatch & NudgeShare

Q. What is NudgeMatch and how do I use it?
A. NudgeMatch allows you to connect to other DnaNudge Users and see how similar your genetics are. To use NudgeMatch, simply turn on your DnaBand and tap the capsule until the light goes purple, and other DnaNudge user you are going to match with should do the same. Bring the two DnaBands together and align the lights. When you match the light will change colour to one of four modes. A steady red light indicates a less than 30% DNA trait match, a steady amber light indicates 30-70% DNA trait match, a steady green light is a greater than 70% match, and a flashing green light is a perfect 100% DNA trait match. You can view your previous matches in the lifestyle feed on the DnaNudge app once you have synced the DnaBand. Once you have matched with another user, sync your DnaBand and your DnaNudge app and then go to the Lifestyle tab on the app to see the exact percentage match. To turn off, tap your DnaBand again until the purple light disappears.

Q. What is NudgeShare?
A. NudgeShare allows you to connect with your family and friends and shop for them using DnaNudge. It combines your DnaNudge shopping profile with another DnaNudge user to make group-based product recommendations. When you scan a product in NudgeShare mode it will scan for all users linked to your shopping profile and you can view which user specific products aren’t recommended for and why. When you share your shopping profile with another user your DNA information is not shared with them, it remains private and only visible to you.

Q. How can I set up NudgeShare on my DnaNudge App?
A. To add one of your friends or family to your NudgeShare, simply go to the ‘Lifestyle’ tab and in the top right select the add user image. To connect, one user must select 'Share Profile' which will display a QR code. The other user must select 'Add Profile' which will display a QR code scanner, use the scanner to scan their QR code. This will automatically share user shopping profiles. Follow the instructions on screen and once the sharing is complete, both users must sync their DnaBands with their own DnaNudge App. You can temporarily select and deselect users for shopping trips or individual products that you have scanned by tapping on their user profile icon. When they are deselected their profile will be greyed out. You can permanently remove a user by going to the ‘More’ tab and selecting NudgeShare, select the user you want to remove and then select 'remove friend'. When you make any changes to NudgeShare in your DnaNudge App, you must sync your DnaBand in order for the information to be transferred.

Q. How can I use NudgeShare on my DnaBand?
A. You can turn NudgeShare on and off in your DnaBand to find foods that are best for the users, or foods that are suited to you. To activate NudgeShare, turn the DnaBand on and tap your DnaBand until the light turns purple before you scan a product’s barcode. When you scan a product in this mode it will give a recommendation based on all the users in your NudgeShare group. Tap the DnaBand again to turn off the purple light when you have finished scanning to disable NudgeShare mode and return to individual-shopping mode. NudgeShare mode will also time out after about 2 minutes, and the purple light will automatically turn off.

Q. Are there any minimum age requirements for using NudgeShare?
A. DnaNudge's services, including the DNA test, App and DnaBand are for ages 11+.
All product recommendations are intended as a guide only. If you use NudgeShare whilst shopping for children, please keep in mind that it is your responsibility as a parent/guardian to decide what food and drinks to buy for them. Under certain conditions, you will see that some user's icons appear faded. This is because the DnaNudge App is using an 'age-rule' and has not included the user when making a decision about a product. For example, for users under the age of 18, alcohol, coffee, tea & protein supplements are not recommended and therefore their user profile will be greyed out when scanning in NudgeShare mode meaning they will be excluded from any group recommendations.

Buying Online

Online Orders

Q. Why is DnaNudge only available to UK customers online at the moment?
A. Our nutrition database of over 500,000 products in primarily UK-based at the moment, although it does contain a large number of international brands that can be found globally. We are constantly adding to our database and expanding our international capabilities to increase our global coverage. We will announce the addition of new countries to our service in the near future.

Q. When I order a Nutrition Pack online what will I receive in my postal package?
A. You will receive a box containing your colour and size choice of DnaBand (or DnaBands if you ordered more than one), your colour choice of DnaCapsule (or DnaCapsules if you ordered more than one), an easy-to-use cheek swab kit (and additional kits if you've ordered multiple tests), consent forms to be filled in and returned, and a pre-paid return envelope to send the swabs back to us for testing.

Q. How quickly will I get my results from the online service?
A. When you order online we'll send you our easy-to-use cheek swab kit - it takes just a minute to use - then simply return it to us using the pre-paid envelope in the kit. Once we have your returned swab it's processed in store and your results are uploaded to your DnaNudge App. This whole process, including postage, normally takes around 5 working days.

Your NudgeStore Account

Q. What is a NudgeStore account?
A. A NudgeStore account allows you to easily and quickly track new orders, view details of previous orders, find information on products and services, and download support documents or instructions for use.

Q. How does my DnaNudge App account differ from my NudgeStore account?
A. Your NudgeStore account, should you choose to set one up, is totally separate to and not connected with your DnaNudge App account. The NudgeStore account is purely to help you track new orders, view details of previous orders, find information on products and services, and download support documents or instructions for use.

Q. How can I see what I've ordered before?
A. You can find this information in the email we will send you confirming each order or by logging in to your NudgeStore account, should you have set one up.

Q. How do I change the email address on my NudgeStore account?
A. Simply log in to your NudgeStore account and choose 'edit personal details' to update your account information.

Q. How do I change the postal address on my NudgeStore account?
A. Simply log in to your NudgeStore account and choose 'edit personal details' to update your account information.

Discount Codes

Q. I have a discount code, how do I use it online?
A. The discount must be entered at checkout and, once verified, any discount or promotion applicable will be applied to your purchase. Please be careful when entering your code as they are case sensitive. Any code must be entered correctly and within the valid promotional period for the discount to be applied. If a code is no longer valid or is entered incorrectly no discount shall be applied.

Q. Do you offer a discount for NHS employees?
A. We are pleased to offer all NHS employees at 15% discount online and in our store(s).
Online – To qualify you must register using your official NHS email address and then enter the code NudgeNHS15 at checkout. Once we have verified your credentials the discount will be applied to your purchase (excluding postage and packing).
In store – To qualify you must show a valid official NHS security pass/badge to our in-store team. Once verified, the 15% discount will be applied to your purchase.

Q. Do you offer student discount?
A. We are unable to offer student discount online at the moment, but are pleased to offer a 10% discount to students in store, on production of a valid NUS card.

Shipping

Q. Who do DnaNudge use for shipping?
A. We use Royal Mail first class postal service for the dispatch of all UK online orders.

Q. How do I know that my order has been dispatched?
A. When we've packed and dispatched your order we'll send you an email with a tracking number for your parcel. If you ordered multiple tests or products we may send these in more than one parcel, in this case you will receive tracking numbers for each parcel dispatched.

Q. How long will my order take to arrive?
A. We aim to dispatch all orders as quickly as possible. Orders received before 1pm, on a normal working day, are normally dispatched the same day. Orders placed at a weekend or on a Bank Holiday are normally dispatched on the next working day. We will send you an email to let you know when your order has been dispatched. Please allow 2-4 working days after the receipt of this email for your order to arrive. In the unlikely event that you've not received your order within 7 working days, please contact our Customer Services team for assistance.

Q. Are there are delays to deliveries due to Covid-19?
A. Royal Mail are aiming to deliver as normal during these unprecedented times, but advise that delays may occur to some items due to staff shortages arising from the pandemic. Please allow some extra time for your delivery to arrive during these times. We thank you for your patience and understanding.

Q. Will I get a tracking number for my delivery?
A. Yes, we will provide you with a Royal Mail tracking number for each parcel that makes up your delivery. This information will be sent via email once your order has been dispatched.

Q. Do I have to pay postage to return the swab to you?
A. No, we include a prepaid envelope in your test kit for the return of your swab sample.

Refunds & Returns

Q. What is your refund policy for online orders?
A. You can request a refund up to 14 days after the date of purchase, providing that you haven't used and returned the swab for testing. If this has occurred your test has been processed and we cannot issue a refund. All unused items must be returned to us, in their original packaging, before a refund can be issued. The cost of return postage in this instance is your responsibility and we strongly advise requesting a proof of posting receipt. Our full Terms & Conditions can be found by clicking the link or by scrolling to the bottom of our web pages and clicking on ‘Terms & Conditions’.

Q. How do I request a refund for an online purchase?
A. To request a refund please fill in our refund request form - click the link here to find the form and start the refund process. Once we've received the completed form and checked its eligibility, you'll be issued with a refund number and will receive a refund request acknowledgement email. Please be aware that refunds cannot be given if you've used and returned a swab for testing, see our full Terms & Conditions.

Q. How long does a refund take to process?
A. Once we have received your returned items we aim to process your refund within 3-5 working days. The refund will be credited back to the original payment card/method.

Q. Can I request a refund once my swab sample has been tested and/or my results have been received?
A. No, unfortunately if you have used and returned a swab to us your test has been processed and we cannot issue a refund. Our full Terms & Conditions can be found by clicking the link or by scrolling to the bottom of our web pages and clicking on ‘Terms & Conditions’.

Q. Where do I return my items for a refund?
A. All items to be refunded should be returned, in their original packaging, to the following address:
Online Returns
DnaNudge
30 James Street
LONDON
WC2E 8PA

Security & Privacy

Security & Safety Information

Q. Where can I find details of your security and privacy policies?
A. Full details of our security and privacy policies can be found in our Terms & Conditions. Click the link for details or scroll to the bottom of our web pages and click on 'Terms & Conditions'.

Q. Where can I find details of your cookie policy?
A. Full details of our cookie policy can be found here.

Q. Where can I find safety information about your product?
A. Safety information can be found here or by scrolling to the bottom of our web pages and clicking on 'Safety Information'.

Data Protection

Q. How is my DNA data stored?
A. Upon completion of the DNA test, your results are encrypted and uploaded to a protected and secure cloud database and sent to your DnaCapsule which you synchronise to your phone. We do not and cannot store your saliva sample. Your sample DnaCartridge is for single use only and is safely disposed of once your test has been completed.

Q. How is my genetic privacy protected?
A. Our DNA testing technology analyses only specific parts of your DNA that have well defined roles in nutrition and metabolism. Since we only pinpoint certain locations within specific genes, your full genetic identity can never be revealed by our tests.

Q. How is my DNA Nudge App and personal data stored and protected?
A. All your personal data is held securely. We have put security measures in place to prevent your personal data from being accidentally lost, accessed or used in an unauthorised manner or disclosed.

Q. Can my DNA data be shared with other users through NudgeShare?
A. No. DNA test results cannot be transferred between users through the NudgeShare feature. NudgeShare only allows sharing of product recommendations, keeping your genetic results private and safe.

Q. Do I have the right to withdraw my DNA data?
A. Yes. If you wish to close your account and withdraw your DNA data, you can do so immediately by contacting us on customerservices@dnanudge.com.

Q. What happens to my data if I lose my DnaBand?Do not worry if you lose your DnaBand. Your data is encrypted in the DnaBand and can only be synced with your own DnaNudge App account. You can buy a new DnaBand and set it up through your App account.

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