Terms of service

Last updated: 09 September 2026

1. OVERVIEW

This website and online store are operated by ARO Labs Ltd (“we”, “us”, “our”). NOQA is a product brand owned and operated by ARO Labs Ltd.

We provide access to our website, products, content, and related services (together, the “Services”) to you, the customer. Our store is hosted on Shopify, which enables us to sell our products online.

By accessing our website, placing an order, or otherwise using the Services, you agree to be bound by these Terms of Service (“Terms”) and our Privacy Policy. If you do not agree, you must not use the Services.

2. ELIGIBILITY AND USE OF THE SERVICES

You confirm that you are legally capable of entering into a binding contract under applicable law.

You agree to use the Services only for lawful purposes and in accordance with these Terms. You must not misuse the Services or use them in a way that could harm us, our customers, or our reputation.

3. OUR PRODUCTS

3.1 Product nature

NOQA products are general consumer products intended for personal use only.

Our products are not medical devices and are not intended to diagnose, treat, cure, or prevent any disease, addiction, or medical condition. Individual experiences may vary, and no outcomes are guaranteed.

3.2 Prohibited uses

You must not:

Use NOQA products with any substances, including liquids, oils, nicotine, drugs, or other materials not expressly intended for use with the product
Modify, tamper with, or disassemble any product
Use products for commercial, institutional, clinical, or resale purposes

We disclaim all responsibility for harm or loss arising from prohibited or unintended use.

3.3 Product information

We make reasonable efforts to display products accurately. However, colours, finishes, or appearance may vary depending on your device or settings. Product descriptions, pricing, and availability may change at any time without notice.

4. ORDERS AND ACCEPTANCE

Placing an order constitutes an offer to purchase. We reserve the right to accept or decline any order at our discretion.

An order is not accepted until payment has been successfully processed and we issue an order confirmation.

We reserve the right to:

Cancel orders due to pricing errors or inaccuracies
Limit quantities per customer or per order
Refuse service to customers who are abusive, fraudulent, or acting in bad faith

5. PRICING AND PAYMENT

All prices are displayed in GBP (£) and include VAT unless stated otherwise.

Prices, promotions, and availability may change without notice. The price charged will be the price shown at checkout.

You agree to provide valid, authorised payment details and to pay all applicable charges, including taxes and shipping where applicable.

6. GIFT CARDS

NOQA digital gift cards (“Gift Cards”) are issued by ARO Labs Ltd and are redeemable only at www.noqa.co.uk. Gift Cards are delivered electronically via email and are not available in physical form.
Gift Cards may be used towards the purchase of eligible products on www.noqa.co.uk, including Starter Kits and refills.
Gift Cards cannot be redeemed for cash, refunded, exchanged, or used to purchase additional gift cards.
Gift Cards do not expire. Any unused balance will remain available until fully redeemed.
Gift Cards may be redeemed in full or in part. If an order total exceeds the Gift Card balance, the remaining amount must be paid using an accepted payment method.
If a product purchased using a Gift Card is returned in accordance with our Return and Refund Policy, any refund will be issued back to the Gift Card balance.
Responsibility for providing the correct recipient email address rests with the purchaser. NOQA is not responsible for Gift Cards that are lost, deleted, misdirected, or used without authorisation.
Gift Cards cannot be used in conjunction with promotional codes or discounts unless explicitly stated otherwise.
NOQA reserves the right to cancel or suspend any Gift Card or related order where we reasonably suspect fraud, misuse, or a breach of these Terms.

7. SHIPPING AND DELIVERY

Delivery times are estimates only and are not guaranteed.

Title to the products passes to you upon dispatch.
Risk of loss passes to you upon confirmed delivery.

We are not responsible for delays or failures caused by carriers, customs processes, or events outside our reasonable control.

8. RETURNS AND REFUNDS

Returns and refunds are governed by our Refund Policy, which forms part of these Terms.

In summary:

Returns must be requested within 30 days of delivery
Items must be unused and in original packaging
Customers are responsible for return shipping costs
Refunds exclude original outbound shipping costs unless the item is faulty or incorrect

We reserve the right to refuse returns where:

Items show signs of use or damage
Returns are outside the permitted window
A customer demonstrates excessive or abusive return behaviour

9. USER CONTENT AND REVIEWS

Customers may submit reviews, feedback, images, or other content (“User Content”).

You retain ownership of your User Content. By submitting it, you grant us a non-exclusive, revocable licence to display it in connection with the Services.

We reserve the right, at our sole discretion, to:

Edit, moderate, or remove User Content
Decline to publish or continue displaying any content

To the extent permitted by law, you waive any moral rights you may have in User Content, including the right to object to editing or removal.

10. INTELLECTUAL PROPERTY

All content on the Services - including text, images, product designs, trademarks, logos, and software - is owned by or licensed to ARO Labs Ltd.

You may not copy, reproduce, distribute, modify, or exploit any part of the Services without our prior written consent.

11. THIRD-PARTY SERVICES AND LINKS

The Services may include links to third-party websites or tools. We are not responsible for their content, availability, or practices. Use of third-party services is at your own risk.

12. FRAUD, CHARGEBACKS, AND ABUSE

We reserve the right to investigate any suspected fraud, misuse, or abuse of our services.

Where a transaction is reasonably suspected to involve fraud or unauthorised activity, we may temporarily suspend or cancel the affected order while an investigation is conducted.

Refunds may be delayed during an active investigation, but this will not affect any statutory rights you may have under UK consumer law.

Initiating a chargeback without first contacting us may delay resolution of your claim, as we may require additional time to liaise with payment providers.

13. SERVICE AVAILABILITY

We do not guarantee that the Services will be uninterrupted, error-free, or continuously available. We may suspend or modify the Services at any time for maintenance, security, or operational reasons.

14. FORCE MAJEURE

We are not liable for failure or delay in performing our obligations where caused by events beyond our reasonable control, including but not limited to natural disasters, strikes, pandemics, carrier failures, or government action.

15. LIMITATION OF LIABILITY

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

To the fullest extent permitted by law, we are not liable for indirect, incidental, or consequential losses arising from your use of the Services or products.

16. STATUTORY RIGHTS

Nothing in these Terms affects your statutory rights under UK consumer law.

17. TERMINATION

We may suspend or terminate access to the Services if these Terms are breached. Provisions which by their nature should survive termination shall continue to apply.

18. CLAIMS LIMITATION

To the extent permitted by law, any claim arising from your use of the Services must be brought within 12 months of the event giving rise to the claim.

19. GOVERNING LAW AND DISPUTES

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

Disputes should first be attempted to be resolved amicably. Where appropriate, the parties may seek mediation. If unresolved, the courts of England and Wales shall have exclusive jurisdiction.

20. MOBILE APPLICATION (NOQA APP)

20.1 Scope

In addition to the website and online store, ARO Labs Ltd operates the NOQA mobile application (the "App"). The App is a behavioural tool that helps users address the habit of smoking or vaping.

When you use the App, these Terms apply alongside our Privacy Policy. Where any provision in this section conflicts with an earlier section, this section takes precedence in respect of App usage.

20.2 Nature of the App

The App is a behavioural and educational tool. It is not a medical device, treatment, or replacement therapy. It does not diagnose, treat, cure, or prevent nicotine addiction, withdrawal, or any other medical or psychological condition.

The App is intended to support, not replace, professional medical advice. If you are managing physical or psychological symptoms of nicotine cessation, you should consult your GP, NHS Smokefree, or a qualified healthcare provider.

Individual experiences vary. We make no guarantees about outcomes, including but not limited to abstinence, reduction in usage, or any specific behavioural change.

20.3 Eligibility

You must be at least 18 years old to use the App.

By creating an account or using the App, you confirm that you meet this age requirement. We may suspend or close accounts where we reasonably believe this requirement is not met.

21. ACCOUNTS

21.1 Account creation

Some App features require an account. You must provide accurate information when creating an account, including a valid email address.

You are responsible for keeping your account credentials secure and for all activity that occurs under your account. You must notify us promptly if you believe your account has been accessed without your authorisation.

21.2 Account termination

You may delete your account at any time using the in-app account deletion feature. On deletion, your personal data will be removed in accordance with our Privacy Policy.

We may suspend or close your account where you have breached these Terms, where required by law, or where we reasonably believe your account is being used in a way that harms us, other users, or third parties.

22. LICENCE AND ACCEPTABLE USE

22.1 Licence

We grant you a personal, non-exclusive, non-transferable, revocable licence to download and use the App for your own personal, non-commercial use, subject to these Terms.

We retain all rights, title, and interest in the App, including its software, design, and content.

22.2 Acceptable use

You must not:

Use the App for any unlawful purpose
Reverse engineer, decompile, or disassemble the App, except where this restriction is prohibited by applicable law
Attempt to access the App's source code, servers, or backend infrastructure without authorisation
Use automated systems (including bots or scrapers) to access or interact with the App
Attempt to bypass any security or access controls
Use the App to harass, abuse, or harm others
Resell, redistribute, or commercialise the App or its content
We may suspend or terminate access where you breach these provisions.

23. USER DATA AND CONTENT

23.1 Your data

You retain ownership of any personal data you enter into the App, including cravings logs, journal entries, pledges, and other information you create.

We store and process your data in accordance with our Privacy Policy. Our servers are located in the United Kingdom (London region).

23.2 Deletion

When you delete your account, your personal data is removed from our systems. We may retain certain information where required by law or for legitimate business purposes (e.g. fraud prevention, financial records) as described in our Privacy Policy.

23.3 Backups and continuity

We make reasonable efforts to maintain the App and your data, but we do not guarantee uninterrupted availability or that data will never be lost. You are responsible for any external backups you wish to maintain.

24. APP STORE TERMS

The App is made available through the Apple App Store. The following terms apply where you have downloaded the App from the App Store:

These Terms are between you and ARO Labs Ltd. Apple is not a party to these Terms and has no obligations in respect of the App.

Apple is not responsible for the App, its content, maintenance, support, or any claims relating to the App (including product liability claims, claims that the App fails to conform to any applicable legal or regulatory requirement, and claims arising under consumer protection or similar legislation).

In the event of any failure of the App to conform to any applicable warranty, you may notify Apple, and Apple will refund the purchase price (if any) of the App to you. To the maximum extent permitted by law, Apple will have no other warranty obligation in respect of the App.

Apple and its subsidiaries are third-party beneficiaries of these Terms and have the right (and will be deemed to have accepted the right) to enforce these Terms against you.

You confirm that you are not located in a country subject to a US Government embargo and that you are not listed on any US Government list of prohibited or restricted parties.

25. APP MODIFICATIONS AND AVAILABILITY

We may update, modify, or discontinue the App or any of its features at any time, with or without notice. We are not liable for any loss arising from changes to the App.

Some features may depend on third-party services (including Firebase, operated by Google). Disruption to those services may affect the App's availability.

26. CHANGES TO THESE TERMS

We may update these Terms from time to time. The latest version will always be available on our website. Continued use of the Services constitutes acceptance of any changes.