Terms & Conditions
“We” are Health First Surrey
“You” are the customer who has accessed our website and intends to place or has placed an order for our Product(s).
These terms and conditions along with our Privacy 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 results and any comments given by us on the results are for information only. They are not a clinical diagnosis. Blood tests alone should never replace a proper medical investigation and/or a doctor’s advice. Our comments are based solely on the results in relation to what are considered normal ranges. This information is very likely not going to be enough to understand your overall health or a specific condition you may be wondering about. 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 for further investigation or both. You agree that you are solely responsible for acting on such guidance and that Health First Surrey accepts no liability if you choose not to do so.
CONTACTING US
If you want to contact us for any reason, further information, advice, complain or to ask for a refund please email us at office@healthfirstsurrey.co.uk
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 e-mail or phone you using the contact details you provide to us when you book an appointment. We may leave you a message if necessary. We send you test results via a secure portal which can be accessed with your date of birth via a link on an email which we will send to you. It is your responsibility to ensure that your contact details are correct and kept up-to-date.
OUR PRODUCT
When booking appointment for in-person sample at our clinic it is processed in house by a medical professional and sent to our partner UKAS laboratory .
Your results will be emailed to you on the email address you provide us. You can share your results with anyone you choose. The Product will be deemed to be delivered to you once your test results have been made available. You agree that you are entirely responsible for your selection of tests and that you agree that it is your decision.
Although the results of our tests are over 95% accurate, please be aware that we cannot be held responsible for any false readings.
If in any doubt please speak to a doctor or a qualified medical professional. You must provide us with some personal information, including your first and surnames, address, gender and date of birth in order to process your test.
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 box. 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.
HOW WE USE YOUR PERSONAL INFORMATION
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.
None of your personal information will be passed on to your doctor or any other third party.
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.
HOW THE CONTRACT IS FORMED BETWEEN YOU AND US
Our website will guide you through the steps you need to take to book an appointment with us Payment must be received in full prior to confirming your appointment. Once 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.
If, for any reason, we are unable to perform a test you have ordered, we will inform you by email or by phone and will not send an acceptance confirmation.
HOW TO PAY
You may pay for Products using a debit or credit card and this includes MasterCard, Visa, American Express, Visa Electron, Switch, Solo, Maestro or JCB on our secure payment portal hosted by Stripe.
CANCELLATIONS AND REFUNDS
In the case of clinic appointments, you may cancel your order not less than three working days (our working days are Monday to Saturday) before your scheduled appointment. In the event of a cancellation prior to three working days, £50 will be deducted as admin charges from your order value for each test slot reserved and the rest will be refunded to your original payment method. Cancellations later than this can not be refunded. By booking and paying for your slot we reserve that slot and cannot resell and are charged fees by third parties for the slots being reserved and paid for. Do ensure you book your appointment at a time that is convenient and suitable for you/your family.
To cancel an appointment, please send us an email stating that you wish to cancel and the reason for the cancellation. Please email your cancellation request to office@healthfirstsurrey.co.uk Your reason for cancellation will not affect your right to cancel the order. If you send us your cancellation request by e-mail, then your cancellation is effective from the date you send us the e-mail. For example, you will have given us notice in time as long as you send your email before the four working days cancellation period.
We will refund you on the credit card or debit card used by you to pay.
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; and
- 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.
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 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.