Help
Anything unclear? Write to us.
One address, one team. Whatever the problem — the app, your kit, an invoice or a question about your plan — send us an e-mail and a real person will read it and answer.
Answer time
contact@nostrabiome.comEvery message reaches the same team that runs Nostra, so you are not passed from one inbox to another. We reply within 48 hours of receiving your e-mail, including weekends.
Maximum 48 hours
Monday to Sunday, at the same pace. If your case is more complicated, we tell you in the first reply how long it will take.
Write to us when
Any of these sounds like you.
The app does not work as expected
You cannot sign in, a screen is stuck, a result is missing or something looks wrong.
Your kit or sample
Activation does not go through, the kit arrived damaged, or you do not know how to collect and return the sample.
Payments and subscription
A charge you do not recognise, a change of plan, a refund, or you want to stop or restart your subscription.
Your plan and your data
A recommendation is unclear, you want something explained again, or your results do not match what you see elsewhere.
Privacy and your data rights
You want to know what we store, correct something, export your data or delete your account.
Anything else
A doctor, a clinic, a partner or a journalist — if you are not sure who to ask, write to the same address.
Help us answer faster
Four lines are enough.
Write in English or Romanian — whichever is easier for you. Send the e-mail to the address above and you will get a confirmation that it arrived.
- 01Your name and the e-mail address linked to your account.
- 02The kit code or order number, if you have one.
- 03What happened, and when you first noticed it.
- 04A screenshot of the error or of the screen you are looking at.
This is not an emergency channel
E-mail is not monitored around the clock. If you have severe pain, trouble breathing, chest pressure, fainting, uncontrolled bleeding or any symptom you consider an emergency, call 112 or go to the nearest emergency room. For urgent medical advice, contact your doctor or your clinic first. Nostra supports your care between visits; it does not replace medical help.
For anything about personal data, consent or your rights under GDPR, write to our data protection officer at dpo@nostrabiome.com, or mark your e-mail with the word “GDPR” and we will pass it on.
While you wait