Terms & Conditions

1. About These Terms and Conditions for The Supply of Services

"We" are London Medical Laboratory Limited a company registered in England and Wales with company number 10463817 and its registered office situated at 2 Pensbury Street, London, SW8 4TJ. We are not registered for VAT.

"You" are the customer who has accessed our website or attended one of our stores and intends to place or has placed an order for our Services (as defined below).

Our services comprise laboratory testing services (including blood, swab and other biological samples) and, where applicable, the taking of samples and as otherwise set out in the “Our Services” section below (“Services”). Our Services may include the provision of self-testing kits and/or other products (“Products”).

These terms and conditions along with our Privacy Policy (together, the "Terms") apply to any order you make for our Services. If there is any conflict between these Terms and any terms or conditions found elsewhere on our website, or in any written or verbal communication between you and us, these Terms shall prevail.

Please read these Terms carefully before you submit your order to us. These Terms tell you who we are, how we provide our Services (including Products) to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think there is a mistake in these terms, please contact us to discuss. Our contact details are at the end of these Terms.

These Terms cover the purchase of our Services by an individual consumer. You may only purchase Services, including Products, from us if you are at least 18 years old. If you are acquiring our services as a business our ‘Terms & Condition for the Supply of Services – Business’ apply (please ask for a copy). Our liability is limited as set out in the “Our Liability” section below.

Test results are for information purposes only. We provide your results and reference ranges only and do not provide any comments on how to interpret your blood results or any other diagnostic advice.  Reference ranges are based on our understanding of what are considered normal ranges in the general population as at the time of giving the test results. These may not be relevant to you and may change from time to time. We shall not be responsible for notifying you of any changes. 

Test results alone are unlikely to be enough to understand your overall health or a specific condition you may be wondering about. They are not a clinical diagnosis and are never a substitute for seeing a doctor – particularly if you have any symptoms. They must never be relied on to provide a diagnosis or start treatment without the advice of a doctor. If you have any concerns 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) we may advise that you purchase a follow-up test or that you see your GP or a doctor for further investigation or both, but we shall not be obliged to do so and we shall bear no liability if we do not. If we do so, this shall be the extent of our further advice to you. We do not provide any clinical diagnostic advice. You agree that you are solely responsible for acting on such guidance and that we shall not be liable if you choose not to do so.

 

2. How The Contract is Formed Between You and Us

Online

Where you are ordering our Services online, including where you book online for an on-site appointment, our website will guide you through the steps you need to take to place an order with us. As part of the order process, you will need to accept these Terms.

Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each stage of the order process. It is your responsibility to ensure that all information you submit to us is complete and accurate. No refunds will be given, and we shall not be liable, if we are unable to properly supply our Services to you because you have provided incomplete or inaccurate information.

Payment must be received in full prior to us processing your online order, including where you book online for an on-site appointment. Once payment is received, we will confirm our acceptance of your order to you by sending you a confirmation email. The contract (“Contract”) between us, including these Terms, will only be formed on the date we send you this acceptance confirmation.

On-site or in-store tests

Where you are ordering our Services in one of our stores or any of our test locations, as opposed to online, our staff will guide you through the steps you need to take to place an order with us. By ordering on-site you are making an offer to purchase our Services in accordance with these Terms.

As part of the order process, you will be asked to complete, sign and submit a test request form. Please take the time to read and check the information you provide in this form. It is your responsibility to ensure that all information you provide is complete, legible and accurate. No refunds will be given, and we shall not be liable, if we are unable to properly supply our Services to you because you have provided incomplete, illegible or inaccurate information.  

The test request form must be completed and given to us and payment must be received in full prior to us processing your on-site order. The contract (“Contract”) between us, including these Terms, will only be formed once these steps have been undertaken.

General services for all tests

If we are unable to accept your order, we will inform you of this and will not charge you for the Services.

For online orders we will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

By purchasing a test and giving a sample you are providing us and our laboratory with your informed consent to perform the tests you have ordered.

Please refer to the “Your Personal Information” section below and our Privacy Policy in connection with the information we request about you as part of the ordering process and how we use such information. 

 

3. Our Services

As part of our Services, we provide a number of different ways in which you can purchase a laboratory test. 

Our website and in-store materials set out details of the tests that we perform and the Services that we provide in connection with each such test, including any turnaround times. Turnaround times are an estimate of the time it will take for your sample, once received by our laboratory, to be tested and the test results made available to you. Please refer to the “Samples and Test Results” section below for further details.

Please note that where postal services are utilised (either for sending a testing kit to you or for returning a sample to us) we are entirely dependent on our postal services provider (Royal Mail) or courier service in meeting their stated delivery timeframes.

In a small percentage of cases tests need to be re-run or re-analysed which is an unavoidable reality with such a precise and sensitive laboratory test. Please allow for the possibility that in such circumstances it will take a little longer to get your results to you.

You agree that you are entirely responsible for your selection of tests and that it is your decision as to whether the tests you 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.

Where relevant, you agree that it is your responsibility to check the requirements of your airline, transport provider or country of destination. Requirements regularly change and we recommend you read the latest UK government travel advice and check with your airline, transport provider or border officials before booking. We cannot be held responsible if the documentation we provide does not meet travel or border entry requirements.

Our website also 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.

The description of the Services on our website forms part of our contract with you, but if the description of the Services on our website and these Terms are inconsistent (including as regard any turnaround times), then these Terms shall prevail.

You are responsible for ensuring that all information provided to us is complete, accurate and legible.

Self-testing kits

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.

• Free shipping
  • We will send you your testing kit by Royal Mail Tracked 24
  • If we receive your order prior to 12pm we will despatch your testing kit on the same working day (or the next working day if ordered on a weekend or public holiday)
  • If we receive your order after 12pm we will still endeavour to despatch your testing kit on the same working day, but if unable to we will despatch your testing kit on the next working day
• Courier
  • If you are located within London’s M25 and select our courier option, we will courier the testing kit to you. If you order before 1pm, we will courier the testing kit to you on the same day. If you order after 1pm, we will courier the testing kit to you on the following day. 

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.

Same day return to lab courier service

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.

Home or office visit

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.

On-site or in-store test

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.

General services for all tests

Your results will be sent to the email address provided by you as soon as they are available.

As set out above, any delay in our laboratory receiving your sample will result in a delay in test results being available. If you need your test results within a certain timeframe we recommend selecting one of our services that guarantees the delivery of your sample as quickly as possible within the timeframe required.

The Services will be deemed to have been provided once your test results have been made available. We may contact you by telephone or email regarding your sample and test results.

 

4. Samples and Test Results

Any sample you send to our laboratory for analysis will be analysed only in relation to the test or tests that you have ordered.

As set out above, you must send samples to the laboratory using the pre-paid envelope provided (or a quicker method) on the day the sample was taken. This is to ensure that it arrives at the laboratory as soon as possible. Samples should be posted in time for last collection and please be aware of postal delays due to weekends and bank holidays. 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.

Failure to comply with the previous paragraph 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 nor do we accept responsibility if your sample does not get to our laboratory for any reason beyond our control, including the sample being delayed/lost by Royal Mail. If you do not receive your results within 4 (four) working days of sending your sample to us then please let us know. If your sample has not been received by us we will either (at our discretion) send you another testing kit free of charge or issue you with a refund.

In a small percentage of cases tests need to be re-run or re-analysed which is an unavoidable reality with such a precise and sensitive laboratory test. Please allow for the possibility that in such circumstances it will take a little longer to get your results to you.

Occasionally the laboratory is unable to test samples sent to them at all. For example: this may be because the amount collected is insufficient for full analysis or the sample has deteriorated, clotted, haemolysed (where red blood cells damaged during the sample collection process leak their contents into the surrounding plasma) or the sample has leaked in transit.  For RNA or DNA swab tests this may be due to genetic degradation or inhibitors being present in the sample resulting in an inconclusive result.

If the laboratory cannot test your sample, we will either (at our discretion) send you another testing kit free of charge or issue you with a refund. 

This shall be the extent of our liability to you if we are unable to perform a test you have ordered. Refunds will be processed within 10 (ten) working days. You shall not be entitled to a retest or a refund if the reason we are unable to perform a test is due to your failure to comply with these Terms.

Subject to the below, in some cases samples may be stored by our laboratory for up to 4 (four) 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. We may also be requested by regulatory authorities (such as Public Health England) to store samples for longer or even send samples to referral laboratories for additional analysis, for example for the sequencing of Covid-19 genomes. In which case we will follow all legal and regulatory requirements.

Every test on our website has a corresponding turnaround time. Turnaround times are an estimate (stated in working days) of the time it will take for your sample, once received by our laboratory, to be tested and the test results made available to you. Time shall not be of the essence in the provision of test results, and we do not guarantee that test results will be available within a published turnaround time.

 

5. How To Pay

You may pay for our Services using a debit or credit card and this includes all major credit cards such as MasterCard, Visa and American Express.

6. Price of Products and Delivery Charges

The price of the 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 Services may change from time to time, but changes will not affect any order you have already placed.

It is always possible that, despite our best efforts, some of the Services we sell may be incorrectly priced. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the Contract, refund you any sums you have paid and require the return of any Products provided to you.

As we are a medical service provider, we are not VAT registered and therefore do not charge VAT on the tests you purchase from us.

 

7. Cancellations and Refunds

To cancel your order, please follow the “Refund Order” link included within your order confirmation or send us an email stating that you wish to cancel and the reason for the cancellation, together with your name, contact details, order number and amount to be refunded. You may also use the model cancellation form in Schedule 1 to these Terms (see point 14 below). Please email your cancellation request to [email protected]. Please note, we can only process refund requests submitted via email, not by phone, so please do not call us. Your reason for cancellation will not affect your right to cancel the order. Our team will then process your request for you upon receipt.

If you send us your cancellation request by email or via the refund link, then your cancellation is effective from midnight of the day that the request was sent.

Self-testing kits

Where you have ordered Services including the delivery of a testing kit by post or by courier, you may cancel your order at any time before the testing kit has been dispatched to you.

Once your testing kit has been despatched (which forms part of our Services), you have up to 14 days to cancel the order. 

You must return the testing kit if we have sent one to you to the address below at your cost:

London Medical Laboratory
2 Pensbury Street
London
SW8 4TJ

Provided that the testing kit being returned is complete (including return postage envelope), unused, undamaged and includes your name, address and order number, then you will receive:

• a full refund if you cancelled your order prior to the testing kit being despatched; or
• a full refund less a £10 administration fee if you cancelled your order within 14 days of despatch.

If the returned kit is incomplete, used or damaged in any way, you may incur an additional cancellation charge to cover the cost of the kit. This charge will be deducted from the total amount refunded to you. If you have ordered Services including the delivery of a testing kit by courier, then once your testing kit has been dispatched you shall not be entitled to a refund in respect of the cost of the courier.

This cancellation right does not apply if:

• you have already sent your sample to the laboratory for analysis; or
• the 14-day cancellation period has expired.

Your legal right to cancel an order starts from the date you receive the acceptance confirmation (the date on which we email you to confirm our acceptance of your order). Your 14-day deadline for cancelling the order 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 or from the day which you requested the dispatch.

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 Services less any deductions referred to above:

• within 10 working days of receiving a cancellation request if your request is received in relation to testing kits that have not yet been dispatched to you; or
• within 10 working days of receiving the returned testing kit(s)[ that have already been dispatched to you.

If you have returned the testing kit to us within the cancellation period because they are faulty or misdescribed, we will refund the price of the Services in full.

We can only refund you on the credit card or debit card used by you to pay.

Appointment bookings

For all appointment bookings, including on-site appointments and home/office visits, you can cancel for free up to 48 hours before your appointment time. If you cancel within 48 hours of the appointment time, then 50% of the appointment fee will be refunded and if you cancel less than 24 hours before the appointment time then the appointment fee cannot be refunded. The deduction shall reflect our administrative costs of providing the Services ahead of the appointment. This includes appointments where the appointment fee is already included. You will receive a full refund for the cost of the test, less any deductions, on the credit card or debit card used by you to pay.

Rejected, unclear or inconclusive results

We cannot provide a refund if your sample is rejected by the laboratory, or if your result is unclear or inconclusive. In these cases we will provide a free of charge replacement test. We cannot provide a refund if your sample is delayed or lost in the post, does not reach our laboratory or if you do not supply us with a correctly completed test request form and we are unable to process your sample. We cannot refund tests that have already been taken or processed.

 

8. Our Liability

The Services, including any Products, you purchase from us are for private use only and you agree not to use the Services, including any 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.

Subject as follows, our total liability to you in contract, tort, misrepresentation or otherwise resulting from an order for Services is limited to the total value of the Services - meaning the price you paid for the Services, including any Products.

We shall not be in breach of these Terms and are not liable for any costs (including travel), 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;
• samples having to be re-run or re-analysed;
• any injury you may suffer when using finger-prick lancets unless the lancet is shown to be defective;
• test results not being made available to you within the turnaround time stated for any Services;
• 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;
• your failure to send a sample to the laboratory for testing within the Validity Period outlined above;
• your failure to attend a pre-booked appointment or home or office visit;
• Events Outside Our Control as described below.

This is a non-exhaustive list, and you should carefully read these Terms in their entirety for full details of our obligations.

If we fail to comply with the Terms then, subject to our cap on liability and other limitations below, we are only 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 the Contract. We are not responsible for any loss or damage that is not foreseeable. 

We do not in any way exclude or limit our liability to you where it would be unlawful to do so. This includes 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.

 

9. Events Outside Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our Services, or other contractual obligations, 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 contractual obligations:

• we will contact you as soon as reasonably possible to notify you; and
• our contractual obligations 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 an order affected by an event outside our control which has continued for more than 14 days. To cancel, please contact us. If you opt to cancel, we will refund in full the total price you have paid for the Services.

 

10. Your Personal Information

You must provide us with some personal information, including your first and surnames, address, gender and date of birth in order for our laboratory to process your test. Name, date of birth and gender are required by our laboratory for identification purposes.

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 complete the Test Request Form. Please note that whether you provide this information or not 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.

Except as set out below, any information that you give us will be used solely in relation to the Services you have purchased from us. By placing an order you give us your consent to pass any and all relevant information about you on to our partner clinics and referral laboratories 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 (with relevant consent) marketing purposes and may pass limited 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 in these Terms.

We only use your personal information in accordance with our Privacy Policy. Please take the time to read our Privacy Policy as it includes important terms which apply to you.

 

11. Our Right to Vary These Terms

We may amend these Terms from time to time.

Every time you order Services 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 order, we will contact you to give you reasonable advance notice of the changes and what orders will be affected. We will let you know how to cancel the order 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).

 

12. Other Important Terms

The 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 Services through our website or otherwise and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree 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.

 

13. Contacting Us

If you want to contact us for any reason; or for further information, advice, to return a testing kit, complain or to ask for a refund please either telephone us on 020 71833718, or email us at [email protected] or use the online form on the “Contact” page on our website: https://www.londonmedicallaboratory.com/contact/ 

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 email or phone you using the contact details you provide to us when you order our Services. We may leave you a message if necessary. We send you test results via email, so it is your responsibility to ensure that your contact details are correct and kept up to date.

 

14. Schedule 1: Model Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract)

To London Medical Laboratory Limited

I hereby give notice that I cancel my contract for the supply of the following service [*], ordered on [*], with order number [*].

Name of consumer(s):

Address of consumer(s):

Reason for cancellation:

 

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Insert details as appropriate