Terms and Conditions
“We” are Claret Diagnostics Ltd. Our Head Office premises are at Unit 6, Minerva Business Centre, 58-60 Minerva Road, London NW10 6HJ.
“You” are the customer who has accessed our website and purchased a service online or walked into any of our 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.
Test sample results are issued by PHE approved UKAS accredited, ISO 15189 2012/Care Quality Commission (CQC) registered laboratories. 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 Claret Diagnostics or the 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 or request a refund for a viable reason etc, please email us at [email protected] to get the most efficient response. All contact information can be found on the home screen of our website, namely phone number 0333 577 0939, this is not manned 24/7. We endeavour to reply within 48 hours although this is not guaranteed as during busy period this 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.
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 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.claretdiagnostics.com/faq/ 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.
Laboratory testing is a very complex and sensitive process. Whilst inconclusive results are rare, they can and do happen. There are many causes that can result in an inconclusive result including environmental, temperature control, contamination of food or drink consumed (normally within 30 minutes of test), or very early infection stages. In the event of an inconclusive test, our laboratories will re-run the test cycle of your sample. There is no guarantee that the re-cycle of your test will provide a conclusive result and in some cases you may be required to provide a new sample. We always recommend that you book your test as early as possible, but within your destination country’s stipulated accepted ‘test result to destination arrival’ timeframe (often 72 hours), to allow for these exceptions. We are not responsible for any direct, indirect, or consequential loss incurred as a result of an inconclusive test result.
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 is full or there is an issue with it and we are unable to send you the result, there is no refund applicable.
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
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.
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 [email protected] 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 much 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.
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, 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.
Please refer to our Cancellation and Refund policy by clicking on the link below https://www.claretdiagnostics.com/faq/
By taking a test at our clinic or purchasing a test online and sending a sample to our laboratory you are giving Claret Diagnostics 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.
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 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 https://www.claretdiagnostics.com/faq/
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.
- 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.