Terms and Conditions
"We" are Claret Diagnostics, trading from Unit 5 Minerva Business Centre, 58-60 Minerva Road, London, NW10 6HJ. We are operating as a branch of London Medical Laboratory, trading from Unit 1, 2 Pensbury Street, London SW8 4TJ.
"You" are the customer who has accessed our website, purchased a product online, or booked our services(s) by calling our telephone number or booked our service(s) online.
Test results are given by London Medical Laboratory and any comments given on the results are for information only. They are not a clinical diagnosis. Blood tests alone should never replace a proper medical investigation and/or a doctor’s advice. Any comments are based solely on the results in relation to what are considered normal ranges in the general population. This information is, most likely, not going to be enough to understand your overall health or address a concern over any specific health condition. If you do have any worry at all regarding any aspect of your health or your test results you should discuss them directly with your GP or a doctor.
Based on the results of your test(s), London Medical Laboratory may advise that you purchase a follow-up test or recommend that you see your GP for further investigation or both. You agree that you are solely responsible for acting on such guidance and that Claret Diagnostics, a branch of London Medical Laboratory accepts no liability if you choose not to do so.
If you want to contact us for any reason; further information, advice, to return a product, etc please email us at email@example.com or to ask for a refund or for complaints to firstname.lastname@example.org to get the most efficient response. All contact information can also be found in the Contact Us section of the website.
By providing us with your contact details you give us your consent to contact you about our services and products you have bought or enquired about. If we do need to contact you, we will e-mail or phone you using the contact details you provide to us when you order one of our products. For all test results we will email you , however, for blood samples test results are sent to your email via a secure portal which can be accessed with your date of birth via a link on an email which we will send to you.
It is your responsibility to ensure that your contact details are correct and kept up-to-date.
We are an online service where you can book a test to be taken at our clinic, or purchase a home-test which will be sent to you. We make our best effort to endeavour to send samples to our laboratory on the very same day that we have collected your sample where they aim to process and provide during the next working day i.e. your results will be available in 24 – 48 hours, which, very occasionally, is not possible due to unforeseen circumstances and the current unprecedented times).
Our home test kits come supplied with instructions to send your sample directly to our laboratory. To achieve a 24-48 hour process and provide your results window of time, we are entirely dependent on Royal Mail first class tracked post to get your sample to the laboratory overnight in order for you to get test results back next day and in these uncertain times this cannot be guaranteed. We cannot be held liable for any delays caused by the postal service. We recommend that you should choose a courier service or post a sample by recorded delivery. Alternatively, for a fee, you can arrange for a swab to be taken at our clinic, by one of our medical professionals at one of our locations or at your location.
If you purchase a home test kit, these are sent to you and customers must post it back to our laboratory, on the day it's taken, where it is processed. There is a postage paid, self-addressed envelope in each product for this purpose.
A link to an online portal containing your results will be emailed to the address you have supplied at the time of testing at the clinic or when you send your home sample. There will not be any results attached to the email itself. You will be able to return to the portal anytime by using the same link and entering your identifier. You may be contacted by telephone regarding your sample and test results. The Product will be deemed to be delivered once your test results have been made available to you by email. Please ensure that you check the junk or spam folder of your email as well as your inbox.
You may only book an appointment or purchase products from our website if you are at least 18 years old and are providing your own sample for testing. If you book the test for a person under 18 years of age, you are giving your consent for them to have the test and anybody below the age of 12 must be accompanied by adult at our premises whilst the test is being performed. You agree that you are entirely responsible for your selection of tests and that you agree that it is your decision as to whether the tests you do purchase from us are suitable for you and whatever you may need them for. If in any doubt please speak to a doctor or a qualified medical professional or alternatively we can recommend a qualified medical professional.
You must provide us with some personal information, including your first names and surname, address, email address, gender and date of birth in order for our partner laboratory to process your test. Name, date of birth and gender are required by our laboratory for identification purposes. We require the email address to send you your results. The accuracy of this information is extremely important for us to send you the test results.
You are also given the option to provide details of symptoms you may be suffering or other medical or lifestyle information you feel may be relevant to the test at the time you place an order. You provide this information on the test request form included in your product, or that you have filled out prior to your test or at the clinic. Please note that whether you provide this information or not, it does not change the fact that you are entirely responsible for consulting a health professional for assistance in the interpretation of your results and please remember that laboratory testing alone is never a substitute for seeing a qualified healthcare professional.
VISITING THE CLINIC
The safety of our staff and customers is our priority, and we have taken considerable steps to ensure our clinic is a safe and secure environment. The clinic is fully equipped with sanitizers, social distanced seating, reception screening and masks available for customers. Our trained staff wear PPE and surfaces, equipment and furniture are regularly cleaned with disinfectants. Although we take all the necessary actions to provide a safe facility, we cannot guarantee 0% spread of any virus during these unprecedented times and warn customers that they visiting the clinic at their own risk. We provide you with a mask when you attend.
HOW WE USE YOUR PERSONAL INFORMATION
Except as set out below, any information that you give us will be used solely in relation to the products you have purchased from us or the service you have carried out at our clinic. By placing an order you give us your consent to pass any and all relevant information about you on to our partner clinics and laboratories (which may be located in countries outside of the EU) and/or to our employees and agents for the purposes of preparing your sample and analysing and interpreting the results. We may use your information for our own business analysis, product development and marketing purposes and may pass information about you to third parties engaged by us under a duty of confidence to assist us in these tasks. We will not sell or pass on your personal information to third parties to enable them to contact you directly or market their products or services to you. Your information may also be used, on an anonymous basis, by us and third parties engaged by us for the purpose of scientific research or examining aggregate medical or clinical trial data.
None of your personal information will be passed on to your doctor or any other third party, other than for those reasons set out below.
HOW THE CONTRACT IS FORMED BETWEEN YOU AND US
Our website will guide you through the steps you need to take to in order to book an appointment or place an order with us. Our booking process as well as order process allows you to check, amend and go back on your order before submitting. Please take the time to read and check your order at each stage of the order process.
For bookings, we accept full payment online, where you will not be expected to pay anything at the clinic. We also have the option to pay at the clinic where you must pay the full amount at our clinic for which you will need to call us to book the appointment.
For home test kit orders, full payment must be received prior to us processing your order.
Once a booking with online payment, booking with pay at clinic, or order payment is received, we will confirm our acceptance to you by sending you a confirmation email. The contract between us will only be formed on the date we send you this acceptance confirmation.
The home test kit is valid for 6 (six) months from the date we post the testing kit to you. If you do not send a sample to the laboratory within the validity period your test will expire and you will not be entitled to a refund.
In the unlikely unanticipated event, for any reason, that we are unable to perform a test that you have booked to take place in clinic, or home-kit test you have ordered online, we will inform you by email or by phone and provide an alternative option or offer a refund if you have already paid. If you have already paid for the test we will refund you the full amount within 14 working days. A working day is any day other than a Saturday, Sunday or public holiday in the UK.
By taking a test at our clinic or purchasing a test online and sending a sample to our laboratory you are giving Claret Diagnostics, a branch of London Medical Laboratory your informed consent to perform the tests you have ordered.
HOW TO PAY
If you pay for your booking online or purchase a home-kit, you will have the option to pay using a debit or credit card only and this includes MasterCard, Visa, American Express, Visa Electron, Switch, Solo, Maestro.
PRICE OF PRODUCTS AND DELIVERY CHARGES
The price of the Products and Services will be as quoted on our website at the time you submit your order.
If you choose to return any samples to our laboratory via recorded or guaranteed next day delivery you will do so at your own cost.
Prices for our Products and Services may change from time to time, but changes will not affect any order you have already placed.
The price of a Product includes VAT at the applicable current rate chargeable in the UK for the time being.
DISPATCH AND DELIVERY
After your payment has been processed and you have received an acceptance confirmation we will send you a testing kit by first class post and you should receive it within 2 (two) working days, within the United Kingdom. We do not guarantee that the testing kit will arrive within 2 (two) working days as we are entirely dependent on our postal services provider (Royal Mail).
Delivery of a testing kit shall be considered to be completed upon our first attempt to deliver it to the address you have provided and the testing kit and sample will be your responsibility from that time until it reaches our laboratory for analysis.
If you lose or damage your testing kit, we will send you a replacement kit subject to payment by you of £5 to cover the cost of doing so.
If your testing kit arrives in the post damaged, we will send you a replacement kit at no charge as soon as you notify us.
SAMPLES AND TEST RESULTS
Any sample taken at our clinic, or sent by a customer to our laboratory for analysis will be analysed only in relation to the test or tests that you have purchased.
For Home-Test kits, you must send samples to the laboratory using the pre-paid envelope provided on the day the sample was taken to ensure that it arrives at the laboratory the following day. Failure to do so may lead to deterioration of your sample which could affect the accuracy of your test results. We do not accept responsibility for results that are compromised due to delays in returning samples or where samples are lost in the post. If you are concerned that your usual postal service will not result in next day delivery, we recommend that you return your sample using a guaranteed next-day service. This will be at your cost.
Occasionally the laboratories are unable to test samples sent to them. This may be because the amount collected is insufficient for full analysis, the sample has deteriorated or clotted or because it has haemolysed (where red blood cells damaged during sample collection leak their contents into the surrounding plasma). If the laboratory cannot test your sample, we will send a second home collection kit to you free-of-charge for you to repeat the process. If this second sample cannot be tested, we will give you the option to cancel the order and request a full refund. If a blood sample has been collected at our premises, we will book another appointment for you to have another sample taken free of charge. If the second sample cannot be tested, we will give you the option to cancel the order and request a full refund.
In some cases, samples may be stored by our laboratories for up to 4 weeks after the initial analysis has been carried out to give you the opportunity to order further tests or to repeat the analysis at an additional cost ("Storage Period"). Samples will be destroyed once the Storage Period has expired.
Every test on our website (taken in-clinic or home-kit) has a corresponding turnaround time which is an estimate of the time it will take for your sample, once received by the laboratory, to be tested and the test results made available to you. It is an estimate only and is stated in Working Days. It is not binding on us and we do not guarantee that test results will be available in the published Turnaround Time and therefore, we cannot be held liable for any impact to any activity you have planned that has been based on the receipt of your results or your travel arrangements.
We process all results in batches commencing the next morning after they arrive in our laboratory. This means your results will be back to you late in the evening of the day after your sample gets to our laboratory 95% of the time. For example, if you get your sample to us on Monday, you will receive your result by email sometime between 6pm and midnight on Tuesday. Please do not rely on the mail if timing is important to you as it is unreliable at present. Coming to SW15 to have your swab taken or using a reliable courier service is a better way to ensure you have the best chance of getting your result the evening of the day after your swab is taken. Also please be aware that in up to 5% of cases, tests need to be re-run which is in an unavoidable reality with such a precise and sensitive laboratory test. Please allow for the possibility that it will be a day longer to get your results to you.
CANCELLATIONS AND REFUNDS
1) For tests booked to be taken at Claret Diagnostics Clinic
If you have opted to pay at the clinic or paid online, and you wish to cancel the booking, we kindly request that you do this at least 24 hours in advance of your booking. We recommend that you cancel your booking, at no cost, by contacting us by phone (0333 5770938) or by email (email@example.com).
We will refund you the full amount within 14 working days.
2) For home-kit test orders
You may cancel your order at any time before a sample collection kit has been despatched to you and receive a full refund within 10 working days. Once your home-testing kit has been dispatched, you have up to 30 days to cancel the order.
If we have sent you a testing kit, you must return it at your own cost, including a note with your name, email address and order number to:
Unit 6 Minerva Business Centre,
58-60 Minerva Road,
If the testing kit you return is complete, unused, in its original packaging and undamaged, we will give you a full refund. If the returned kit is incomplete, used or damaged in any way, you may incur a cancellation charge of £5 to cover the cost of the kit. This charge will be deducted from the total amount refunded to you.
This cancellation right does not apply if:
You have already sent your sample to the laboratory for analysis;
or the 30-day cancellation period has expired.
For Home-Kit orders, your legal right to cancel a contract starts from the date you receive the acceptance confirmation (the date on which we e-mail you to confirm our acceptance of your order). Your 30-day deadline for cancelling the contract in relation to any testing kit that has been dispatched starts from when you receive the confirmation email that the testing kit has been dispatched.
To cancel an order, please send us an email stating that you wish to cancel and the reason for the cancellation. Please email your cancellation request to firstname.lastname@example.org. Alternatively, you may call us on 0333 5770938 to arrange the cancellation. Your reason for cancellation will not affect your right to cancel the order.
If you send us your cancellation request by e-mail, then your cancellation is effective from the date you send us the e-mail. For example, you will have given us notice in time as long as you send your email before midnight on the last day of the cancellation period. If you cancel your order within the cancellation period and you are entitled to a refund we will refund you the price you paid for the Product(s): within 14 working days of receiving a cancellation request if your request is received in relation to testing kits that have not yet been dispatched; and within 14 working days of receiving the returned testing kits that have already been dispatched.
If you have returned the testing kit to us within the cancellation period because they are faulty or mis-described, we will refund the price of the product(s) in full.
We will refund you using the same method that you have used to pay and only on the credit card or debit card used by you to pay.
Any product you purchase from us are for private use only and you agree not to use the products for any commercial purpose. We are not liable to you for any loss of profit, loss of business or revenue, business interruption or loss of business opportunity.
Our total liability to you resulting from a contract is limited to the total value of that contract - meaning the price you paid for the products and any additional services. In particular we are not liable for any costs, loss, delay, inconvenience or damage you suffer as a result of:
The sample you send being lost, delayed or damaged in transit or via post from you to us.
The laboratory being unable to test your sample for any reason.
Any injury you may suffer when using the products (e.g. finger-prick lancets) unless the product in this example is proven to be faulty.
Test results not being made available to you within the turnaround time stated for any product.
Your failure to follow instructions provided to you in relation to sample collection or pre-sample preparation requirements, such as fasting.
Your failure to act upon our advice if we recommend that you seek medical advice or attention having taken a test.
Your failure to show out-of-range test results to your GP or doctor if you opt to receive express results without them being reviewed by our medical staff.
Your failure to send a sample to the laboratory for testing within the Validity Period outlined above.
Your failure to attend a pre-booked phlebotomy appointment.
Loss or damage that is not foreseeable.
Events Outside Our Control as described below.
If we fail to comply with the Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Terms or our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract. It is your responsibility to ensure that the relevant sample has been collected and sent to our laboratory within the Validity Period. We do not in any way exclude or limit our liability for:
death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation;
any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession) as amended by the Consumer Rights Act 2015;
any breach of the terms implied by section 9 to 11 of the Consumer Rights Act 2015 (description, satisfactory quality, fitness for purpose and samples); and
defective products under the Consumer Protection Act 1987.
EVENTS OUTSIDE OUR CONTROL
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by any act or event beyond our reasonable control.
If an event outside our control takes place that affects the performance of our obligations under a Contract:
We will contact you as soon as reasonably possible to notify you.
Our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the event outside our control. Where the event outside our control affects our delivery of testing kits to you, we will arrange a new delivery date with you once the event outside our control is over.
You may cancel a Contract affected by an event outside our control which has continued for more than 30 days. To cancel, please contact us. If you opt to cancel, we will refund in full the total price you have paid for the Contract.
OUR RIGHT TO VARY THESE TERMS
We may amend the Terms from time to time.
Every time you book a service or order products from us, the Terms in force at the time of placing your order will apply to the Contract between you and us.
If we have to revise the Terms as they apply to your booking or order, we will contact you to give you reasonable advance notice of the changes and what bookings/orders will be affected. We will let you know how to cancel the Contract if you are not happy with the changes and you may cancel in respect of any testing kit received (so long as it has not been opened, used or damaged) or just the testing kit you are yet to receive, or both (if applicable) or an upcoming in-clinic booking.
If you opt to cancel the Contract, you must return any relevant testing kit you have already received (that has not been opened, used or damaged) and we will arrange a full refund of the price you have paid once we receive the returned testing kit.
OTHER IMPORTANT TERMS
We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under the Terms.
This Contract is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.
Each of the paragraphs of the Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
If we fail to insist that you perform any of your obligations under the Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
Please note that the Terms are governed by English law. This means a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England and Wales will have exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.