Our Terms and Conditions sets out the various ways in which samples can be taken and sent to us, including self-testing kits, on-site testing at one of our testing locations or testing at your home or office by one of our trained staff members. Where you have purchased an on-site test or a test at your home or office by one of our members of staff then our Services include the taking of the sample and the delivery of the sample to our laboratory.
You are responsible for ensuring that all information provided to us is complete, accurate and legible.
If you have ordered a self-testing kit (“testing kit”) then, after your payment has been processed and you have received an acceptance confirmation, we will send you a testing kit by the method you have selected. Unless otherwise specifically agreed, we only send testing kits to addresses in the UK and references to shipping times below are to addresses in the UK. In these Terms, a “working day” is any day other than a Saturday, Sunday or public holiday in the UK.
If delivery of a testing kit cannot be completed upon our first attempt to deliver it to the address you have provided, then our delivery provider will issue you with the necessary redelivery or collection options available to you. Unless you are returning your sample using our courier or trained staff member, the testing kit and sample will be your responsibility from the time we deliver the testing kit to you (or you collect it) until it reaches our laboratory for analysis.
If your testing kit arrives damaged or incomplete, please notify us and we will send you a replacement kit at no charge as soon as reasonably practicable after you notify us. We may request you to send back the original damaged or incomplete kit.
The testing kit will contain all necessary items to enable you to take your sample, together with an instructions leaflet and a test request form. Please notify us if you do not receive your testing kit within 3 (three) working days following the order date or, if later, the requested despatch date. We will send you a replacement kit at no charge as soon as reasonably practicable after you notify us.
It is important that you read and follow the instructions in the instructions leaflet carefully and take care when taking any sample. We shall not be responsible for any injury caused by any failure by you to follow the instructions correctly nor for our inability to provide the Services due to any failure by you to follow the instructions or otherwise to comply with these Terms.
The test is valid for 3 (three) months from the date we post or courier the testing kit to you (“Validity Period”). If you do not send a sample to our laboratory within the Validity Period your test may expire and you will not be entitled to a refund.
Each sample must be posted or couriered back to our laboratory on the day it is taken otherwise the sample will likely degrade and not be able to be tested. If you have ordered a free Royal Mail delivery or one way courier delivery, there is a postage paid, self-addressed envelope in each box for this purpose. If you have ordered a same day return to lab courier service then, subject as follows, the courier will wait for you to do the test and return it to our laboratory on the same day.
If you have ordered a same day return to lab courier service, then you must be present at the agreed address at the time the courier delivers the testing kit; personally accept delivery from our courier; complete the test immediately upon delivery; and promptly return it to the courier. The courier will then return the sample to our laboratory on the same day. If you fail to meet these requirements, the courier will attempt to leave the testing kit at the address provided and it will be your responsibility to arrange for the return of your sample to the laboratory. No refund shall be given for the return courier service if the courier is unable to return the sample to our laboratory in such circumstances. The courier is not medically trained and will not be able to assist you with the taking of the sample, which shall be your own responsibility. If you would like assistance with the taking of the sample, please see the Home/Office visit section below.
We will use all reasonable endeavours to meet all appointment times, but time shall not be of the essence.
If you have ordered a home/office visit, our trained staff member will attend the address provided at the appointment time (subject to the below). You must be present at the agreed address at the appointment time and available to give the sample. Our trained staff member will then take the sample and arrange for it to be sent to our laboratory on your behalf. No refund shall be given for the home/office visit if you are unavailable to take the test at the appointment time, but our trained staff member will attempt to leave the testing kit to enable you to take the test yourself and it will be your responsibility to arrange for the return of your sample to the laboratory. No refund shall be given for the return courier service if the courier is unable to return the sample to our laboratory in such circumstances.
We will use all reasonable endeavours to meet all appointment times, but time shall not be of the essence.
If you have ordered an on-site test (whether online or on-site as a walk-in), then you should attend the relevant test location in good time prior to your booked appointment time. Our trained staff member will take the sample and arrange for it to be sent to our laboratory on your behalf. On-site tests will be sent to our laboratory on the same day. No refund shall be given if you fail to attend your appointment at your appointment time.
We will use all reasonable endeavours to meet all appointment times but time shall not be of the essence.