Domande

Ordering

General

Shipping

Billing

Order Management

Subscription/Account Information

General

Billing

Subscription/Account Management

Products

Bio-Well Device

Sputnik

Bio-Well Accessory Pack

Bio-Well Software

Miscellaneous

 

 

Ordering

General

Q: When will Bio-Well be available for purchase?
A: Bio-Well is available now. CLick here to purchase a device.

Q: How do I place an order?
A: Add the desired product(s) to your cart and proceed through the checkout process. Just remember that you will also need to download the software and purchase a subscription in order to begin performing scans.

Q: Is the information I give you secure?
A: Yes, our website is secure and encrypted.

Q: What is your privacy policy?
A: You can view our Privacy Policy here.

Shipping

Q: Has my order shipped?
A: You will receive an e-mail once your order has shipped. Domestic orders placed by 1pm EST will likely ship the next business day. International orders require additional processing.

Q: What shipping method is used?
A: Domestic U.S. orders will ship using FedEx Ground. Canadian orders will ship using Landmark. All other international orders will ship using FedEx International

Q: Do you ship internationally?
A: Yes. We ship internationally. The complete list of countries can be viewed within the Shipping Information section of the checkout process.

Q: Can I change my shipping address?
A: Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent for fulfillment and our system can no longer retrieve or change them.

Q: How much is shipping?
A: Shipping is free! We offer free shipping on all orders.

Billing

Q: What payment methods are accepted?
A: We accept Visa, MasterCard, American Express, and Discover.

Q: Do I have to pay sales tax?
A: Yes, we charge sales tax for orders shipping to Colorado, Ohio and New York. This will automatically be added to your order total and charged at checkout. This will be reflected on your order confirmation e-mail. You will not see sales tax reflected in your cart total.

Q: How much duty is charged on International Orders? How much tax will I be charged on international orders?
A: Duties and taxes are assessed by customs. We cannot tell you in advance what these fees might be nor do we assume any responsibility for these fees. You will be responsible for these fees and notified at the time of delivery the amount due.

Q: What address should I enter in the billing information screen?
A: Enter the billing address associated with the credit card used. Enter the information in the same format that your card issuing bank has on file.

Q: Why are you not accepting my credit card?
A: There are a number of reasons why the system may not be accepting your credit card. First please check that you're using a supported card (Visa, Mastercard, Discover, American Express). Next, make sure you are entering your credit card and billing address information exactly as it appears in your credit card account. Check to make sure that you've entered your CVV number correctly. You should also ensure that your card is not expired or reached its credit or daily limit. Finally, there's a chance that it could be a technical issue. If you still have questions, contact us and we'll try our best to get it sorted out.

Q: When will my credit card be charged?
A: For purchases of physical products, you won't be billed until your product is shipped. For subscription purchases, you will be charged immediately and billed monthly thereafter.

Q: How will the charge show up on my credit card?
A: Your charge will appear as GAI*GAIAM SCC.

Q: Do you offer payment plans?
A: No, we do not offer payment plans at this time.

Order Management

Q: What is your return/exchange policy?
A: We want you to be 100% happy with your purchase experience. We hope you love everything you receive from us, but if you're less than 100% satisfied, you may return or exchange any item within 30 days for any reason.

We want to make it right for you, as quickly and easily as possible. To make a return or exchange, e-mail info@bio-well.eu for more information.

Q: How do I cancel my order?
A: We make every attempt to process orders as quickly as possible. Therefore, once an order enters our system, it cannot be canceled or modified. However, if you'd like to cancel your order, e-mail us at info@bio-well.eu and we'll cancel your order if it has not already shipped. Bio-Well Returns & Exchanges policy applies to all orders.

Subscription/Account Information

General

Q: Why do I need a subscription? Doesn't the device work by itself?
A: The device allows you to capture electro-photonic images; but the images are meaningless until they're assessed and interpreted by our software system. The subscription allows access to the sophisticated system that makes your data meaningful.

Q: Why are there three subscription levels? What's the difference?
A: The Bio-Well software is an incredibly complex tool and offers varying levels of rich data. Some of this data is a bit more difficult to interpret and we realize that users will utilize the data differently. Additionally, purchasing the Sputnik opens up an additional scan type. Simply put: the subscription levels offer different mixes of scan types and result views. For more information on subscription types, click here.

Q: What information do I use to log in to the Bio-Well software?
A: You should use the e-mail address associated with your account (which must have a valid subscription) and the password that you set for your account. You should use the same information when logging into the software as you do for the website (so remember: if you change your password on the website, it's changed on the software!).

Billing

Q: When and how often will I be charged?
A: You will be charged for the full amount one time per month, based on the date that you purchased the subscription. The purchase date is reflected in the 'My Account' section of the website.

Q: Can I adjust my subscription billing date?
A: No, you may not. Once you subscribe to Bio-Well, the date of your first charge will be used as your monthly billing date.

Q: How do I update my payment method?
A: Whether you need to change credit cards, update an expired card or re-submit a declined payment, changing your payment information is simple.

Log in and select "My Account" at the top right side of any page. Click on the "Payment Methods" tab to edit the existing payment method or select "Add New Payment Method" to add a new card.

Please note: to validate the new information, you might see an authorization charge on your credit card account, but it's not an actual charge and no money will be extracted from your account unless a subscription fee is due.

If your original card has declined and you wish to have us reuse the information, please contact our customer support at info@bio-well.eu and we'll be glad to assist you.

Q: Why are there two charges on my credit card account?
A: If you purchased a Bio-Well device, Sputnik or Accessory Pack in addition to a subscription within the same transaction, you will see two transactions on your credit card account. One will be for the physical products. The other will be for the recurring subscription charge.

Subscription Management

Q: What if I want to cancel my subscription?
A: If you decide you'd like to cancel your subscription, simply e-mail us at info@bio-well.eu to request cancellation. Please include the e-mail address associated with the subscription you'd like to cancel within the body of the e-mail. Allow 1-2 business days for processing.

Q: What is your cancellation policy?
A: You are free to cancel your subscription at any time. If you decide to cancel, it's effective immediately. However, you will still be able to continue using the software to conduct and view scans for the remainder of your paid period. There will be no refunds for any unused portion of your membership.

Q: How can I reactivate my subscription?
A: If your account is on hold due to a payment processing error, please submit a new payment method in order to regain access to your account. Or, if you prefer, contact us at info@bio-well.eu in order to resubmit the existing pay method.

Q: How do I change my account's email address, username or password?
A: Select "My Account" at the top of any page on the site when you are logged in. In the "Preferences" tab, you can edit any of your personal information.

Q: I forgot my account password for the website. How do I retrieve it?
A: On the 'sign in' drop down menu, click on 'Forgot Password'. If you have further issues, please contact us for assistance at info@bio-well.eu.

Q: How do I log out of my account?
A: Select "Log Out" at the top of the website towards the right. If your computer is for personal use, it may not be necessary to log out of your account.

Products

Bio-Well Device

Q: I purchased the device. Now what?
A: Great! Now you just need to purchase a subscription and download the software. You should also take some time to review the quick start guide and user manual.

Q: Can I use the device by itself? Why do I need a subscription?
A: No. You need a subscription in order to perform a scan. The device allows you to capture electro-photonic images; but the images are meaningless until they're assessed and interpreted by our software system. The subscription allows access to the sophisticated system that makes your data meaningful.

Q: Is it harmful to me to perform a scan?
A: No. Scans are quick, easy, painless and non-invasive.

Q: How do I clean my device?
A: Clean the device screen with a gentle lens (optical) cleaner and a gentle cloth. Allow to fully air dry before storing.

Q: How should I store my device?
A: Store your device in a closed box to eliminate dust collecting on the screen. Avoid storing in sunlight.

Q: Is Bio-Well a diagnostic tool?
A: No. The Bio-Well system is intended to help you learn more about your energy state so that you can develop better habits to promote wellness. It should not to be used as a diagnostic tool. You should consult your doctor for any health-related questions.

Q: What is the warranty on Bio-Well products?
A: The products purchased on bio-well.eu are warranted to be free from defect in materials or workmanship for one year from the date of purchase. If goods we supply are found to be faulty within this timeframe, we will replace or repair those goods at our cost.

Sputnik

Q: Can I use Sputnik independently from the Bio-Well device?
A: No, you need a Bio-Well device with a valid subscription in order to use Sputnik. Additionally, you must have a Bio-Well Subscription Plus or Bio-Well Subscription Pro level subscription in order to have access to the appropriate scan types.

Q: What is included in a Sputnik?
A: The products and attachments needed to perform Environment and Object scans are included in the Accessory Pack:

  • Sputnik Sensor
  • Grounding Cable
  • Titanium Cylinder

For information on how to set up and use Sputnik, view the user guide in the Resources section of the site.

Q: How do I clean the items in Sputnik?
A: Clean the accessories with a gentle lens (optical) cleaner and a gentle cloth. Allow to fully air dry before storing. Be very careful when handling Sputnik, as the edges are very sharp.

Q: How should I store the items in Sputnik?
A: Store Sputnik in a box or the packaging to avoid dust collecting on the items.

Bio-Well Accessory Pack

Q: Can I use the Bio-Well Accessory Pack independently from the Bio-Well device?
A: No, you need a Bio-Well device with a valid subscription in order to use the Bio-Well Accessory Pack. Additionally, you must have a Bio-Well Subscription Plus or Bio-Well Subscription Pro level subscription in order to have access to the appropriate scan types.

Q: What is included in a Bio-Well Accessory Pack?
A: The products and attachments needed to perform Environment and Object scans are included in the Accessory Pack:

  • Grounding Cable
  • Titanium Cylinder

For information on how to set up and use the Bio-Well Accessory Pack, view the user guide in the Resources section of the site.

Q: How do I clean the items in the Accessory Pack?
A: Clean the accessories with a gentle lens (optical) cleaner and a gentle cloth. Allow to fully air dry before storing.

Q: How should I store the items in the Accessory Pack?
A: Store your Accessory Pack items with your Bio-Well device in a box to avoid dust collecting on the items.

Bio-Well Software

Q: Where do I download the Bio-Well Software?
A: You can download the software here.

Q: Nothing happens once I download the Bio-Well software. What do I do?
A: If your Firewall blocks the software installation, open the folder on your computer that you downloaded the software to and click on Bio-Well_install.exe.

Q: Can multiple people use Bio-Well?
A: Yes! Simply enter each person as a user in the 'People' section of the software. View the Bio-Well User Manual for more information.

Q: I'm having issues with the software. Who should I contact?
A: If you feel you're experiencing a technical issue, please contact us to report it at support@bio-well.eu.

Q: I don't understand how to use the software or the scan results information. What do I do?
A: First, you should review the Bio-Well User's Manual here. If you still have questions, feel free to reach out to us at info@bio-well.eu and we'll do our best to answer your questions as thoroughly and quickly as possible.

Q: What are the system requirements to perform scans?
A: An internet connection of 1.5mbps or higher is required to log in to the software to perform scans and view results.

In order for the Bio-Well software to function properly, we recommend you meet these supported system requirements:

  • Windows: Windows XP or higher
  • Mac: Apple Mac OS X 10.6 or higher 64-bit version

You are able to perform a scan offline, but will not be able to view your results until you log in and upload the scan files. For more information on conducting offline scans, view the Bio-Well user manual here.

If you need to determine your IP address for support needs, please follow this link.

Miscellaneous

Q: I would like to sell Bio-Well products. How do I start?
A: Please visit the Bio-Well Distributors page here and fill out the form if you are interested in applying for and becoming a Bio-Well distributor or reseller.

Q: Who can I talk to about media inquiries?
A: Please e-mail info@bio-well.eu for all media inquiries.

Q: I still have questions. How do I contact Customer Service?
A: The answers to a number of common questions can be found here in our FAQs. However, if you require additional assistance our representatives can be contacted via email at info@bio-well.eu. We will get in touch with you as soon as we can.

Please note: we authorize only the owner of the account to contact our Customer Service department. All questions should be relayed through the account owner, who then can contact us on their behalf.