01About us
BioHealthcare Hub UK is operated by [BioHealthcare Hub UK Ltd], a company registered in England and Wales (company number [company number]), whose registered office is at Broadgate Tower, 12th Floor, 20 Primrose Street, London EC2A 2EW ("we", "us", "our"). We are part of BioHealthcare Group. VAT number [VAT number].
These terms form a contract between you and us. They apply together with our Privacy Policy, Cookie Policy, UK GDPR Patient Privacy Notice, Genetic & Health Data Policy, Medical Disclaimer and Refund & Cancellation Policy.
Regulation. [CQC provider ID / registration statement]. Our partner laboratories are accredited by the United Kingdom Accreditation Service (UKAS) to ISO 15189. Test kits we supply are UKCA or CE marked where the UK Medical Devices Regulations 2002 require it.
02Who can use our services
- You must be 18 or older and order tests for yourself only. We don't currently offer testing for anyone under 18.
- Our services are available to people living in England, Scotland, Wales and Northern Ireland. Some collection methods are only available in certain areas; we'll show you any limits before you order.
- You must only provide your own sample. Analysing someone else's DNA without their consent is a criminal offence under the Human Tissue Act 2004.
- You agree to give us accurate information, including relevant health information we ask for to check a test is suitable, and to keep it up to date.
03What we provide
Depending on your order, your service may include an at-home collection kit; a blood draw by a phlebotomist at your home, workplace or a partner clinic; laboratory analysis by UKAS-accredited partner laboratories; a written report in your Hub; and access to our clinical support team.
We provide our services with reasonable care and skill, as required by the Consumer Rights Act 2015.
04Your health and our services
Our tests and reports give you information about your health to discuss with your GP or another qualified clinician. They are not a diagnosis or treatment plan, don't replace NHS care or NHS screening programmes, and should not be used to make decisions about prescribed medicines without speaking to your prescriber. Please read our Medical Disclaimer.
05Clinical review
Your order is reviewed by a UK-registered clinician to check the tests are suitable. Where we say so, a clinician also reviews your results. This review relates only to the tests you order and doesn't make that clinician your GP.
If a result needs prompt attention, our clinical team will try to contact you using the details in your account and may advise you to contact your GP, NHS 111 or emergency services. Please keep your contact details up to date. We'll only contact your GP with your consent, unless we believe there is a serious risk to your life or health and we cannot reach you.
06Our laboratory and collection partners
Laboratory analysis and some sample collections are carried out by independent partners ([UKAS-accredited ISO 15189 partner laboratory name(s)]). We remain responsible to you for arranging and supporting your service. Partner clinics may have their own site rules.
07Orders, prices and payment
- Prices are in pounds sterling and include VAT where VAT applies.
- Your contract starts when we email you to confirm your order.
- We accept the payment methods shown at checkout. Every order comes with an itemised receipt. If you plan to claim from a private medical insurer, health cash plan or employer scheme, it's your responsibility to check your cover first.
- If we discover an error in the price or description of a service you've ordered, we'll contact you and you can choose to continue at the correct price or cancel for a full refund.
08Price Match Promise
If you find the same test for less from another UK provider, we'll match the price on these conditions:
- Like-for-like test: the same biomarkers, analysed by a UKAS-accredited (or equivalent) UK laboratory.
- Like-for-like collection: the same collection method (for example, postal kit compared with postal kit, or home visit compared with home visit), available at your address.
- Public price: advertised by a UK provider, available to any customer at the time of your claim, and including all fees (clinical review, collection and postage).
- Exclusions: membership-only prices, discount codes, bundles, flash or clearance sales, prices paid by insurers or employers, and prices shown in error.
- How to claim: email us a link or proof of the other price within 14 days before or after your order. If eligible, we'll match it or refund the difference to your original payment method.
One claim per test per order. We may change or end the promise for future orders by updating these terms.
09Discounts and promotions
Promotions apply only on the conditions shown with them, can't be exchanged for cash and, unless stated, can't be combined with each other or with the Price Match Promise.
10Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have 14 days to cancel an online order without giving a reason. For kits, the 14 days start the day after you receive the kit. For services such as a blood draw, they start the day after we confirm your order.
If you ask us to provide a service (for example a home visit) within the 14 days, you'll be asked to confirm this. If you then cancel, we may deduct a proportionate amount for anything already done. Once a sample has been collected and sent to the laboratory, the service has started and you can no longer cancel it for a refund. Sealed health-protection kits that have been unsealed can't be returned for hygiene reasons.
Full details, including how to cancel, are in our Refund & Cancellation Policy. You can use the model cancellation form there, but you don't have to.
11Collecting and returning your sample
- Activate your kit in your Hub before you collect your sample, and follow the instructions closely.
- Use your kit before its expiry date.
- Post your sample on the day you collect it, Monday to Thursday, using the packaging and tracked label provided.
- If the laboratory can't process your sample, what happens next depends on the reason, as set out in our Refund & Cancellation Policy.
- Your sample is used only for the tests you ordered, and for anything else you separately agree to. See our Genetic & Health Data Policy for how long samples are kept.
12Home and workplace phlebotomy visits
- Arrival window: your phlebotomist will arrive within the window you choose. We'll tell you if they're running late.
- Being available: please be ready at the address you gave, with photo ID, having followed any fasting instructions. If you're not available within 15 minutes of arrival, the visit counts as missed.
- A safe place to work: we need safe access, a clean surface, good light and somewhere for you to sit. The phlebotomist can decline a draw if it's unsafe to proceed.
- Draw attempts: no more than two. If a sample can't be collected, we'll offer one further visit or a partner clinic appointment at no extra visit fee.
- Changes: you can reschedule or cancel free of charge up to 24 hours before your window starts.
13Partner clinic visits
- Take your booking confirmation and photo ID; the name must match your order.
- Follow the preparation instructions in your Hub.
- Your test is already paid for. Contact us straight away if a clinic asks you to pay anything further.
- Your booking is valid for the period shown in your Hub. Contact us before it expires and we'll try to extend it.
14Your results and reports
Your results appear in your Hub when ready. Turnaround times are estimates and can vary with laboratory workload and postal times. Your report is for your personal use; you're welcome to share it with your GP or anyone you choose.
15Health subscriptions
- Our monitoring programmes run for 3, 6 or 12 months, with tests at the intervals shown when you subscribe.
- Before you subscribe we'll clearly show the price, how often you'll pay, the term, and that it renews automatically.
- Subscriptions renew automatically at the end of each term unless you cancel. We'll send you a reminder before each renewal showing the renewal date, the price and how to cancel. If the price is going up, we'll tell you in advance and you can cancel before it applies.
- You can cancel at any time in your Hub in a few clicks, or by emailing us. Cancellation stops future renewals and kits. Tests already carried out aren't refunded; payments for future tests not yet dispatched are refunded.
- You have a 14-day cancellation period for a new subscription. We'll update these terms to reflect the subscription contract rules in the Digital Markets, Competition and Consumers Act 2024 when they come into force.
16Messages from us
We'll contact you about your orders, appointments, results and account. We only send marketing emails or texts where you've agreed or, for existing customers, about similar services where you haven't opted out, in line with the Privacy and Electronic Communications Regulations 2003. Every marketing message tells you how to unsubscribe, and you can reply STOP to texts.
17Your account
Keep your login details private and tell us straight away if you think someone else has used your account. Please turn on two-step verification where we offer it.
18Using our website fairly
Use our website and Hub only for lawful purposes. Don't try to access other people's data, interfere with security, or copy, resell or commercially exploit our content or reports without written permission.
19Our intellectual property
Content on our website, in your Hub and in our report designs belongs to us or our licensors. Your own results and personal information belong to you. All other trademarks belong to their owners.
20Our responsibility to you
If we fail to comply with these terms, we're responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for breaching your rights under the Consumer Rights Act 2015, including your right to have services performed with reasonable care and skill and as described. If a service isn't provided with reasonable care and skill, you can ask us to repeat it or, if that's not possible, get a price reduction or refund.
We are not liable for delays or failures caused by events outside our reasonable control, but we'll tell you and take steps to minimise the effect.
21Complaints
If you're unhappy, please contact us first. We'll acknowledge your complaint within 2 working days and aim to resolve it within 20 working days, keeping you updated if it takes longer.
If your complaint is about clinical care and we haven't resolved it, you may be able to contact the relevant regulator or an independent adjudication service [name your ISCAS membership or alternative]. Data protection complaints are covered in our Privacy Policy.
Email helpme@customercare.expert, call [UK phone number], or write to us at Broadgate Tower, 12th Floor, 20 Primrose Street, London EC2A 2EW.
22General
If a court finds part of these terms unenforceable, the rest stays in effect. If we delay enforcing a right, we can still enforce it later. We may transfer our rights to another organisation, and will tell you if this happens; your rights won't be reduced. You may transfer your rights only with our written agreement.
23Changes to these terms
We may update these terms. We'll post the new version here with a new date and email you about any change that significantly affects you. The terms in force when you place an order apply to that order.
24Governing law
These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you can also bring proceedings in Scotland; if you live in Northern Ireland, you can also bring proceedings in Northern Ireland.
25Contact us
Email helpme@customercare.expert, call [UK phone number], or write to us at Broadgate Tower, 12th Floor, 20 Primrose Street, London EC2A 2EW.