Medlab Customer Terms and Conditions

Please read these terms and conditions (Terms and Conditions) carefully before ordering a Test Kit from this Website. Please do not order any Test Kits from this Website if you do not agree with these Terms and Conditions.

PLEASE CHECK THAT A TEST KIT IS SUITABLE FOR YOU BEFORE ORDERING FROM US. IF YOU ARE TAKING PRESCRIBED MEDICATION FOR A MEDICAL CONDITION THEN A TEST KIT MAY NOT BE SUITABLE AS THIS MAY AFFECT THE TEST RESULT. IF IN DOUBT OR IF YOU ARE CONCERNED THAT YOU HAVE A MEDICAL CONDITION, WE ADVISE YOU TO SEEK ADVICE FROM A MEDICAL PROFESSIONAL BEFORE YOU ORDER A TEST KIT.

WE ARE SORRY BUT WE ONLY SUPPLY TEST KITS TO CUSTOMERS LOCATED IN THE UNITED KINGDOM.

  1. Meaning of terms that we use

    GP means a general practitioner who is registered with the General Medical Council in the United Kingdom;
    Privacy Policy means the policy displayed on our Website which details how we collect, process and store your personal data;
    Test Kit means the blood testing kits which are supplied by us;
    you, your and yours are references to you the person accessing this Website and ordering a Test Kit from us;
    we, us and our are references to MedLab and Website is a reference to www.medlab.com.

  2. How to order a Test Kit

    1. If you would like to place an order with us you may do so either via the Website by clicking the “Purchase” or “Subscribe” buttons for the relevant item or by contacting us directly to discuss your requirements.

    2. Any contract for the supply of Test Kits from this Website is between you and us.

    3. You agree to take particular care when providing us with your details and warrant that these details are accurate and complete at the time of ordering. You also warrant that the credit or debit card details that you provide is your own credit or debit card.

    4. You must be over 18 years of age to order a Test Kit from us or have your parent or guardian order on your behalf.

    5. When ordering from this Website you will be required to open an account and provide a username and password. You must ensure that you keep these details secure and do not provide this information to a third party.

    6. We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website.

    7. Any order that you place with us is subject to product availability and acceptance by us. When you place your order online we will send you an email to confirm that we have received it and to advise whether the product is available. If the Test Kit you ordered is not available we will also let you know by email. The contract for the sale of a Test Kit will be entered into at the time we notify you that your order has been accepted.

    8. We reserve the right to alter the Test Kits available for sale on the Website and to discontinue any product line or service.

    9. You will be notified by email once the Test Kit you ordered has been despatched.

  3. Our Test Kits – What you can expect

    1. We offer a range of different Test Kits on our Website. We recommend that you spend some time considering the type of Test Kit you require before you place your order.

    2. Our Test Kits may not be suitable for you if you are taking medication or if you suspect that you have a serious medical condition. In these cases we advise that you consult with a medical professional before using a Test Kit.

    3. Each Test Kit comes with the following:
      • MedLab Test Kit instructions
      • Collection tube x1 or x2 depending on test type purchased
      • Tube labels
      • Lancet x3
      • Sterile wipe
      • Plaster x1 or x2 depending on test type purchased
      • Pre-paid return postage bag
      • Return form
      • Pen
      • Tissue
      • Protective tube travel case
    4. Due to the sensitivity of blood testing, each kit has a Use By date. The Test Kit must be used before the Use By date has expired to ensure a more reliable test result.

    5. All Test Kits come with easy to follow instructions. Please ensure that you follow these to ensure that an accurate test result can be achieved. You must ensure that your correct details are included on each test you return to us.

    6. The completed blood sample must be sent to our chosen laboratory using the envelope supplied within 12 hours of the sample being taken.

  4. Test Results

    1. Once we receive your blood sample this will be tested by our chosen laboratory for the indicators that you have selected when you placed your order. The results of the tests will be reviewed by a GP who will produce a written report.

    2. The results of the test plus the report will be made available for you to view in your online account usually within 48 hours of receipt of the blood sample. This is an indicative time and does not mean that the service is provided on a “time is of the essence” basis.

    3. In some cases, such as where the sample provided is subject to clotting, we may, at our discretion, send you another Test Kit to re-do the test. This is usually where the original sample provided by you has clotted or results in a partial result.

    4. We reserve the right to contact you by email or telephone using the contact details provided where, in the GP’s opinion, the result of the blood test indicates that emergency treatment may be required.

    5. Both the GP and the laboratory undertaking the tests are independent to us and as such we cannot make any assurances that the same GP or laboratory will undertake any subsequent tests that you may order.

    6. The test results and the report do not constitute medical advice. If you are concerned that you may have a medical condition then you should consult a medical professional as soon as possible. Undergoing a blood test is not a substitute for seeking medical advice from a medical professional.

  5. Prices and Payment

    1. All prices listed on the Website are correct at the time of publication however we reserve the right to alter these in the future. Prices are inclusive of value added tax and delivery to mainland United Kingdom.

    2. The total price for Test Kits ordered, including delivery charges, will be displayed on the Website when you place your order. Full payment must be made at the time of placing your order.

    3. You may order one Test Kit or sign up to a subscription service to receive Test Kits at regular intervals. When you order a subscription, the debit or credit card which you provided to us when you first placed an order will be charged by us before your Test Kit is despatched. We will take payment for the Test Kit on the day you have specified each month for the number of months you have requested when you first set up your account.

    4. You may cancel or change a subscription service at anytime by logging into your account and selecting the relevant options which are made available to you. Please refer to section 8 below for more information on cancellation rights.

  6. Delivery of your Test Kit

    1. Delivery periods quoted at the time of ordering are approximate only and may vary. Test Kits will be delivered to the address specified by you at the time of ordering. You may change the address for delivery by logging in to your online account and changing the details.

    2. All orders are delivered by a reputable courier. We will make every effort to deliver within the time stated however we will not be liable for any loss caused to you by late delivery. If we are unable to meet the agreed delivery date we will notify you of an alternative date as soon as possible.

    3. No refunds of the delivery charge are made for late deliveries.

    4. Incomplete orders must be notified to us as soon as possible following delivery and within [3] days of delivery. We will either arrange for the missing items to be delivered to you at no extra cost or refund you the original cost of the missing items.

    5. All risk in the Test Kit shall pass to you upon delivery.

  7. Your Information

    1. Where we have requested information from you to provide Test Kits you agree to provide us with accurate and complete information. Your information is collected, processed and stored by us in accordance with our Privacy Policy.

  8. Cancellation and Returns

    1. Right to Cancel:

      • Once a Test Kit is sent to you it cannot be re-used by anyone else and you cannot return it to us. You may cancel a subscription that you have with us at any time by following the instructions in your online account.

      • You have the right to cancel the contract for the test results within 14 days of the date that you placed your order for the Test Kit and the test results. You do not need to provide a reason to cancel however once you have returned the blood sample to the laboratory for testing it will not be possible to cancel the contract for this service.

      • To exercise your right to cancel you must notify us immediately preferably by email on support@medlab.com or by calling us on 0800 002 9800. You must provide us with a clear statement of your decision to cancel this contract. You can also electronically cancel a subscription within the ‘My Subscriptions’ section within your account. If you use this option, we will communicate to you an acknowledgement of receipt of such cancellation by email without delay.

      • To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before you submit a blood sample for testing.

      • If you have cancelled the contract and still receive a Test Kit then this will need to be disposed of safely by you.

    2. Effects of Cancellation:

      • If you cancel this contract before you have returned your blood sample, we will reimburse to you all payments received from you.

      • We may make a deduction of £5 from the reimbursement for the cost of the Test Kit where one has been sent to you.

      • We will make the reimbursement without delay and not later than 14 days after the day on which we are informed about your decision to cancel this contract.

      • We will make this reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event you will not incur any fees as a result of the reimbursement.

      • Unfortunately, If you cancel the contract after you have sent a blood sample to our laboratory we are unable to offer a refund.

    3. Returns for faulty or damaged Test Kits:

      • In the unlikely event that a Test Kit arrives with you in a damaged condition or it has been tampered then please email us at support@medlab.com quoting your order number. If you notify us of the fault as soon as possible following delivery of the Test Kit to you then we will offer you the option of a full refund, repair or replacement.

  9. Linked Sites

    There may be a number of links on our Website to third party websites which we believe may be of interest to you. We do not represent the quality of the goods or services provided by such third parties nor do we have any control over the content or availability of such sites. We cannot accept any responsibility for the content of third party websites or the services or goods that they may provide to you.

  10. Complaints

    We take complaints very seriously and aim to respond to your complaints within 5 business days. Please contact us at support@medlab.com should you have any complaints.

  11. Our Website

    1. The information, content and material available on the Website may vary from time to time without notice to you. This is in order to ensure that the Website is as up to date as possible.

    2. We aim to have the site available at all times, however, you will appreciate that we cannot guarantee this or that it will be error free and we cannot accept liability for any issues that this may cause except where this has been caused by our negligence. We aim to keep the Website as up to date as possible; all product descriptions displayed on the Website are correct at the time the information is entered however the information appearing at the time may not always reflect the position exactly at the time you place your order.

    3. You must not interfere with the working of our Website nor must you circumvent security on the site, tamper with, or hack into, or otherwise attempt to disrupt our computer system, server, website, router or any other internet connected device or service.

  12. Intellectual Property Rights

    Ownership in, and all rights created in relation to the contents of this Website, the Test Kits, the results and the reports provided vest in us absolutely unless otherwise indicated. You must not modify, copy, reproduce, upload, post, transmit or distribute by any means or in any manner whatsoever, any material or information or download from our Website except where expressly invited to do so or indicated on our Website. You are given an unconditional royalty free licence to reuse the report for your own personal requirements. You are not permitted to use the report for commercial purposes or to re-publish it.

  13. LIMITATION OF LIABILITY – please read

    1. GREAT CARE HAS BEEN TAKEN TO ENSURE THAT THE INFORMATION AVAILABLE ON THIS WEBSITE IS CORRECT AND ERROR FREE. WE APOLOGISE FOR ANY ERRORS OR OMISSIONS THAT MAY HAVE OCCURRED. WE CANNOT WARRANT THAT USE OF THE WEBSITE WILL BE ERROR FREE OR FIT FOR PURPOSE, TIMELY, THAT DEFECTS WILL BE CORRECTED, OR THAT THE SITE OR THE SERVER THAT MAKES IT AVAILABLE ARE FREE OF VIRUSES OR BUGS OR REPRESENTS THE FULL FUNCTIONALITY, ACCURACY, RELIABILITY OF THE WEBSITE AND WE DO NOT MAKE ANY WARRANTY WHATSOEVER, WHETHER EXPRESS OR IMPLIED, RELATING TO FITNESS FOR PURPOSE, OR ACCURACY.

    2. IF WE ARE FOUND LIABLE FOR ANY LOSS OR DAMAGE TO YOU SUCH LIABILITY IS LIMITED TO THE AMOUNT YOU HAVE PAID FOR THE RELEVANT TEST KIT AND SERVICE. WE EXCLUDE LIABILITY FOR LOSSES THAT WERE NOT FORESEEABLE TO BOTH PARTIES WHEN THE CONTRACT WAS FORMED AND LOSSES THAT WERE NOT CAUSED BY ANY BREACH ON OUR PART. THIS LIMITATION OF LIABILITY DOES NOT APPLY TO PERSONAL INJURY OR DEATH ARISING AS A DIRECT RESULT OF OUR NEGLIGENCE.

    3. WE DO NOT ACCEPT ANY LIABILITY FOR ANY DELAYS, FAILURES, ERRORS OR OMISSIONS OR LOSS OF TRANSMITTED INFORMATION, VIRUSES OR OTHER CONTAMINATION OR DESTRUCTIVE PROPERTIES TRANSMITTED TO YOU OR YOUR COMPUTER SYSTEM VIA OUR WEBSITE EXCEPT WHERE THIS HAS BEEN CAUSED BY OUR NEGLIGENCE.

    4. WE SHALL NOT BE HELD LIABLE FOR ANY FAILURE OR DELAY IN DELIVERING THE TEST KITS OR OUR SERVICES WHERE SUCH FAILURE ARISES AS A RESULT OF ANY ACT OR OMISSION WHICH IS OUTSIDE OUR REASONABLE CONTROL SUCH AS AN ACT OF GOD OR THOSE OF THIRD PARTIES.

    5. THE PRODUCTS AND SERVICES PROVIDED BY US ARE PROVIDED FOR PRIVATE DOMESTIC AND CONSUMER USE ONLY. ACCORDINGLY, WE DO NOT ACCEPT LIABILITY FOR ANY LOSS OF DATA, LOSS OF INCOME OR PROFIT, LOSS OF DAMAGE TO PROPERTY AND/OR LOSS FROM CLAIMS OF THIRD PARTIES ARISING OUT OF THE USE OF THE WEBSITE OR FOR ANY PRODUCTS OR SERVICES PURCHASED FROM US.

    6. WE HAVE TAKEN ALL REASONABLE STEPS TO PREVENT INTERNET FRAUD AND ENSURE ANY DATA COLLECTED FROM YOU IS STORED AS SECURELY AND SAFELY AS POSSIBLE. HOWEVER, WE CANNOT BE HELD LIABLE IN THE EXTREMELY UNLIKELY EVENT OF A BREACH IN OUR SECURE COMPUTER SERVERS OR THOSE OF THIRD PARTIES EXCEPT WHERE THIS HAS BEEN CAUSED BY OUR NEGLIGENCE.

    7. WE TAKE EVERY CARE TO SELECT APPROPRIATELY QUALIFIED GENERAL PRACTITIONERS TO REPORT ON YOUR TEST RESULTS AND WE ALSO USE REPUTABLE LABORATORIES TO UNDERTAKE THE TESTING OF YOUR BLOOD SAMPLES. THESE PEOPLE OR ENTITIES ARE NOT UNDER OUR DIRECT CONTROL AND WE DO NOT SUPERVISE THEIR WORK. AS A RESULT WE EXCLUDE LIABILITY TO YOU FOR THE CONTENTS OF ANY MEDICAL REPORT OR TEST RESULTS PROVIDED TO YOU.

  14. General

    1. We may subcontract any part or parts of the services that we provide to you from time to time and we may assign or novate any part or parts of our rights under these Terms and Conditions by giving you written notice.

    2. We may alter or vary the Terms and Conditions at any time. Any variation will not affect existing orders placed with us. Variations or updates to our Terms and Conditions will be published on our Website. Any error or omission in any information, or document issued by us shall be subject to correction provided that the correction does not materially affect the contract.

    3. The Terms and Conditions together with the Privacy Policy, any order form and payment instructions form the basis of our contract. In the event of any conflict between these Terms and Conditions and any other term or provision on the Website, these Terms and Conditions shall prevail.

    4. If any term or condition of our agreement shall be deemed invalid, illegal or unenforceable, the parties hereby agree that such term or condition shall be deemed to be deleted and the remainder of the agreement shall continue in force without such term or condition.

    5. These Terms and Conditions shall be governed by relevant United Kingdom law and the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to these Terms and Conditions.

    6. No delay or failure on our part to enforce our rights or remedies under these Terms and Conditions shall constitute a waiver on our part of such rights or remedies unless such waiver is confirmed in writing.

    7. It is not intended that the undertakings and obligations of the parties set out in this contract shall be for the benefit of and capable of being enforced by any other person by virtue of the Contracts (Rights of Third Parties) Act 1999.

Last updated October 2018.