"We" are COVID TEST LONDON. We are operating from 5 Bear St, London WC2H 7AR (Next to Leicester Square Underground)
Our Registered office located at PCR Test Ltd, 237 Finchley Road, London, United Kingdom, NW3 6LS.
“You” are the customer who has accessed our website and purchased a service online or walked into any of clinics and purchased a service. If you are a walk -in customer, a printout of these terms and conditions are available to read on our premises.
A ’Sample’ is any material we take from the relevant part of your body which is required to provide the results for the test that you have purchased.
These terms and conditions along with our Privacy Policy and Cancellations and Refunds Policy (together, the “Terms”) apply throughout our website and during any telephone call or written correspondence between you and us. 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.
Test sample results are issued by PHE/CQC approved UKAS accredited, ISO 15189 2012 laboratory (ies). All results are certified by a qualified medical/clinical professional.
We do not provide any clinical diagnosis. The results of any diagnostics test are simply a tool to assist with 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. If you are concerned with any aspect of your health or your test results please consult directly with your GP or a doctor.
Based on the results of your covid test(s), our Laboratory may advise that you follow and adhere to any government advise. For other diagnostics tests, the laboratory may recommend 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 neither PCR Test or the laboratory accepts no liability if you choose not to do so.
CONTACTING US
If you want to contact us for any reason, further information, advice, to return a product or request a refund for viable reasons, etc please email us at info@covidtestlondon.co.uk to get the most efficient response.
All contact information can be found on the home screen of our website, namely phone number 0203 092 6383 , this not manned 24×7, and email info@covidtestlondon.co.uk. We endeavour to reply within 48 hours although this is not guaranteed as it depends on how busy we are and sometimes it can take longer.
By providing us with your contact details you give us your consent to contact you about our services and products you have enquired about or purchased from us. 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. We will only contact you by phone if you supply a UK mobile or landline number.
It is your responsibility and it is very important to ensure that your contact details are correct and up-to-date, that is, your phone number and your email.
To emphasize it is extremely important that you provide a correct and working email as this is where test results are communicated back to you and a Uk phone number in case we need to contact you regarding your test.
OUR PRODUCT
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 also provide a walk in service where you can walk in to any of our clinic locations and purchase the relevant test.
Your sample is sent to our laboratory on the very same day that we have collected your sample or in the case of a home test, the very same day that we receive your swab back to clinic. Please see Dispatch and Delivery for more details of the home kit delivery service.
The laboratory aims to process and provide the results based on turnaround frequency that you select during the purchase of that test. For home kit purchases, this is always ‘Nextday’. Turnaround frequency is clarified in the ‘Information’ link located at the bottom of each box of tests.
Note for home kits , it is important you understand that Royal Mail is involved with delivering your test to you and getting it back to our clinic. Royal Mail is an external service and we cannot guarantee this service. If you purchase a home test kit, these are posted to you and customers must post it back to our clinic, on the day it’s taken. Our home test kits are supplied with instructions, pre-paid postage and special return bags to enable you to send your sample back free of charge by priority mail directly to our clinic. Please see ‘Dispatch and Delivery’ https://www.covidtestlondon.co.uk/delivery-refund/ for more details of the home kit delivery service.
We cannot process your sample until it is received back to the clinic. Turnaround times quoted anywhere for home test kits start from when we receive the sample back to our clinic.
There is a Royal Mail tracking reference on each return bag which you should record and retain so you can track when your sample has arrived back at our clinic.
There are a number of factors that will impact when we receive your sample back, some of these are priority mailbox collection times, Royal Mail delivery days and times etc
We are entirely dependent on Royal Mail first class tracked post to get your sample to the clinic overnight in order for you to get test results back with the turnaround frequency that you have requested.
We cannot be held liable for any delays caused by the postal service, however we can suggest alternatives such as sending your sample back using a courier service or post a sample by recorded delivery or drop the sample back at our clinic location. However, we reiterate that, we cannot process your sample until it is received back to the clinic and that Turnaround times quoted anywhere for home test kits start from when we receive the sample back to our clinic.
Please see Dispatch and Deliver https://www.covidtestlondon.co.uk/delivery-refund/.
For in clinic appointments we will only refund if results are unreasonably delayed and this includes taking into consideration where there is an inconclusive result as this test will need be repeated by the laboratory and no refund is applicable on timeline in this instance. Please see https://www.covidtestlondon.co.uk/cancellation-refund-policy/ for more details of cancellations and refunds. We will however do our utmost to get the result to you as soon after as is possible.
Alternatively, you can purchase a test where the sample is collected at the clinic by one of our Healthcare staff at one of our locations.
The process of producing the results from the sample can be tracked by clicking on a link on our website homepage. You are required to login using your unique code and email address (that you used to purchase the test) or passport number and surname to find the unique code that was used to process the test(s) for you.
You may download a PDF test result using the above process and/or results are sent by the laboratory to the email that you have provided. The test results are sent as a PDF attachment. You may also use ‘Track Your Result’ on our website to see the progress of your sample processing. You will require your unique id and /or passport number to access the system.
The test purchase 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. If your inbox ix full or there is an issue with it and we are unable to send , there is no refund applicable. Please see https://www.covidtestlondon.co.uk/cancellation-refund-policy/ for more details of cancellations and refunds.
You may only book an appointment or purchase products from our website if you are at least 18 years old. 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 check the government website and/or please speak to a doctor or a qualified medical professional for any issues of a healthcare nature.
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 laboratory to process your test. Name, date of birth and gender are required by our laboratory for identification purposes. Passport numbers are required if you wish to have them on your certificate and to find your unique code for tracking your result. 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.
Applicable to only pathology tests that are not covid related – 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 can provide a mask but a mask must be worn for your appointment or any visit to our clinics.
HOW WE USE YOUR PERSONAL INFORMATION
Please also refer to our privacy policy https://www.covidtestlondon.co.uk/privacy-policy/ for more 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 or making a test purchase in clinic, 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 above or if you expressly wish for a third party to have access to that information as part of the process of receiving your test result.
We only use your personal information in accordance with our Privacy Policy https://www.covidtestlondon.co.uk/privacy-policy/ . Please take the time to read our Privacy Policy as it includes important terms which apply to you.
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. You may also contact us by email on info@covidtestlondon.co.uk if you wish for any details to be amended although this can only be done in exceptional circumstances.
We cannot be held liable If there is any impact to any activity you have planned that has been based on the receipt of your results or your travel arrangements.
HOW THE CONTRACT IS FORMED BETWEEN YOU AND US
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. This process takes a lot longer, as for most tests there are several details we need to capture. Our recommendation is that you prebook on our website or expect to be delayed if you attend without booking.
For home test kit orders, full payment must be received prior to us processing your order. There should be sufficient time for us to dispatch the home kit to you , preferably at least 48 hours. Please consider which day and what time you are placing your order and anu bank holidays
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.
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.mIf 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.
Please refer to our Cancellation and Refund policy by clicking on the link below https://www.covidtestlondon.co.uk/cancellation-refund-policy/
By taking a test at our clinic or purchasing a test online and sending a sample to our laboratory you are giving PCR Test Ltd, your informed consent to perform the tests you have ordered.
Our contract is limited to the service we provide only. We cannot be held responsible /liable for any impact to any activity you have planned that has been based on the receipt of your results or your travel arrangements.
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 or cash. We do not accept foreign currency only GBP.
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 or any self chosen method you will do so at your own cost.
Prices for our Products and Services will change from time to time, but changes will not affect any order you have already placed.
DISPATCH AND DELIVERY
Please refer to our Dispatch and Delivery section
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.
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 defined in the ‘information’ link within each box of tests.
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.
CANCELLATIONS AND REFUNDS
Please refer to our Cancellation and Refund policy link.
OUR LIABILITY
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.
Any injury you suffer as a result of a lateral flow or rapid antigen test conducted by yourself or by one of our healthcare staff
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 . See descriptions of tests for recommendations on actions you should not take prior to the test.
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 using the channels explained in Please efer to our Cancellation and Refund policy
If you opt to cancel, under the above circumstances we will refund in full the total price you have paid for the Contract.
Each refund case will be considered on merit.
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 an appropriate refund of the price you have paid..
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, Scotland and Wales will have exclusive jurisdiction.
1) For tests booked to be taken at Covid Test London Clinic locations
We will not process a refund for any arrival test where the Passenger Locator Number for that test has been issued. Please be aware that this process occurs automatically after you complete checkout, a confirmation email with your details and unique test codes, per test purchased, are sent to your billing email.
If you have already paid online, your booking can be cancelled by contacting us on this email info@covidtestlondon.co.uk. Please provide the following information and we will refund if it is due to fault in our service:-
Reason for Refund
Receipt number
Booking website URL
Order number
Date and Time of Appointment (not applicable to home kits)
Date of booking
Time of booking
Test type
Number of tests booked
Last four digits of card number that was used to book
Name on card
We may ask you for more information.
Whether your refund is after deducting our £25 refund admin fee per person is dependent on the conditions above. However, not all situations can be covered and each will be considered on merit. In general, we will only refund in full if there is a fault in our service. If a refund is applicable, we levy a £25 refund admin charge per person unless we have failed to deliver. For all other situations, this charge will be levied. Once PLF Number has been issued there will be no refunds.
The test result 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. If your inbox is full or there is an issue with it and we are unable to send, there is no refund applicable.
2) For Home-Kit Test Orders
Once a home test kit has been purchased, as we have issued
For day2 lateral flow homekits, there is no refund applicable unless we have failed to deliver the kit.
For all other homekits order, we levy a £25 refund admin fee per person to cancel any order where :-
You decide to cancel
A kit has been delivered for your test
If you cannot provide your return mail royal mail tracking number to show your return sample has gone missing
your sample has not already gone to the laboratory for processing.
If you wish to cancel your order, please write to email info@covidtestlondon.co.uk. Please provide the following information, if a refund is appropriate:-
Reason for Refund
Receipt number
Booking website URL
Order number
Date and Time of Appointment (not applicable to home kits)
Date of booking
Time of booking
Test type
Number of tests booked
Last four digits of card number that was used to book
Name on card
If you send us your cancellation request by e-mail, we will endeavour to process your cancellation appropriately as soon as possible after receiving your email and providing no further information is required from you.
Whether your refund is after deducting our £25 refund admin fee is dependent on the conditions above. However, not all situations can be covered and each will be considered on merit. In general, we will only refund in full if there is a fault in our service. Once PLF Number has been issued there will be no refunds.
If your kit is lost prior to delivery to you or lost on the way back(which you must evidence by providing the royal mail tracking reference number on your return ) we will refund. However, we will track your parcel from when we posted it and if it has been delivered, there is no refund applicable. If the sample does not arrive back at our clinic and you track your parcel on the royal mail tracking system which shows it is lost then we will refund. If you cannot prove that your sample was lost in the post on return or you have not retained your tracking number we will not refund.
We will only refund you on the credit card or debit card used by you to pay for the test(s)
