Terms & Conditions

1.      Who we are

1.1. For all United Kingdon customers “We” are Randox Health London Ltd, a company registered in England under company number 9102173 with registered office at Randox Health 143-149 Great Portland Street, London. W1W 6QN. For Republic of Ireland customers ‘We’ are Randox Health Limited under company number 814129 with registered office Randox Health Unit D&E Time Place, 21 Corrig Road, Sandyford, Dublin, Dublin 18, Ireland, D18 R89T.

1.2. "You" are the customer and have either accessed our website, entered one of our clinics or called our telephone number and have placed, or intend to place, an order for our Product(s) and Services (“Service").

1.3. Our clinical services are registered with and regulated by the Care Quality Commission and Healthcare Improvement Scotland. Our registration details can be found on the below links.

https://www.cqc.org.uk/provider/1-2087566821

2.      Terms and Definitions

3.      Our Engagement

3.1. You must be at least 18 years old to purchase or utilise, a Randox Health product or service.

3.2. Information on our website (and in our reports) is for general information and does not replace advice from your GP or other qualified healthcare professional. Your use of any information or materials on our website or in our reports is entirely at your own risk, for which Randox Health shall not be liable. If you have symptoms or concerns, you should seek medical advice.

3.3. Randox Health specialises in preventative healthcare screening. Our Services are not an emergency service and are not a substitute for your GP, NHS 111, or A&E. If you have urgent symptoms or think you may be seriously unwell, seek urgent medical help immediately. Our services should also not be used if you have a condition that you know will require a physical examination.

3.4. It is the responsibility of you, the customer, to ensure that any products or services selected meet your specific requirements prior to purchasing.

3.5. Your contract with us is formed when we accept your Order (for example, by sending an order confirmation, taking payment, or providing the appointment/kit). These Terms apply to every Order.

3.6. Unless we agree otherwise, payment is due when you place your Order. Prices are as shown at the time you submit your Order. If we discover an obvious pricing or description error, we may contact you to correct it or cancel the Order and refund you.

3.7. We may refuse or cancel an Order where we reasonably suspect fraud, misuse, or unlawful activity.

3.8. We may use Partner Laboratories/Providers to deliver parts of the Services (for example, laboratory testing or specialist review). We remain responsible for coordinating the Services we sell to you and for our own acts and omissions.

3.9. Test results and any comments provided by us in relation to those results are for the purposes of information only. These comments are based on the information available to us at the time of testing, which may not give a complete picture of any underlying factors or conditions you may have. These reports are intended to provide a guide to help you understand your health but do not, and are not intended to, constitute a clinical diagnosis.

3.10. Based on the results of your test(s), we may recommend that you pursue follow-up testing or see your GP for further investigation or both. You are responsible for acting on such guidance and Randox Health accepts no liability in the event you do not do so.

3.11. All tests on our website have a corresponding turnaround time (TAT) 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. Unless we state otherwise, the TAT starts when your sample is received and accepted by the laboratory and ends when your results are made available to you. These times are an estimate only, it is not binding on us, and we do not guarantee that test results will be available in the published TAT. While we always strive to meet these TATs, they can be affected by factors outside our reasonable control (including sample quality, courier delays, high demand, equipment downtime, and the need for repeat or confirmatory testing).

3.12. We may ask for proof of identity at appointments and/or before releasing certain results, to protect patient safety and confidentiality.

3.13. We may refuse or postpone the Services If we reasonably believe you cannot understand the information needed to consent to the Services.

3.14. We may refuse, postpone, or modify the Services where it is clinically appropriate or necessary for patient safety (for example, where a sample cannot be taken safely, where medication/health information suggests the Service is unsuitable, or where we cannot verify identity for certain results).

3.15. It is your responsibility to provide accurate and up to date contact information to allow us to fulfil the requested Services. Randox will not be liable where you have failed to provide this.

3.16. We may ask questions relating to your medical history or medications either within the pre-appointment questionnaire or consultation, it is your responsibility to ensure that any information provided is accurate and complete. Randox will not be liable for any advice or guidance that has been provided based on incorrect or omitted information given on your part.

3.17. If you need to contact us about an Order (including cancellations, refunds, or complaints), please use our “Contact Us” form. We will acknowledge complaints promptly and all complaints will be handled in accordance with our Complaint Policy.

https://randoxhealth.com/privacy-policy

3.18. If we are unable to resolve your complaint to your satisfaction through our internal complaints process, you may be able to refer your complaint to an alternative dispute resolution scheme. We will provide you with information about any applicable scheme at the conclusion of our internal complaints process.

https://randoxhealth.com/privacy-policy

4.      Our Products/Services

4.1. Randox Health In-Clinic Services - General

4.1.1. Our in-clinic appointments may include administration of a health and lifestyle questionnaire, recording of anthropometric measurements (e.g. height, weight etc), and collection of the necessary biological specimen(s) (blood, urine, swab etc).

4.1.2. Appointments that require venepuncture (the collection of blood from a vein) will be conducted by a qualified phlebotomist at one of our clinic locations. Venepuncture is a routine, generally safe procedure; however, as with any invasive medical procedure, complications or side effects such as bruising or localised pain can occur. You must seek medical attention if pain or other side effects persists several days after blood collection.

4.1.3. There may be situations where we are unable to successfully collect blood (for example, because of difficult venous access). If this happens, you may need to return for a repeat blood collection. We will not charge you for the additional visit. However, we are not responsible for any other costs you may incur in connection with your return visit, such as travel expenses.

4.1.4. You will be asked to provide consent for the purchased services when you attend your appointment.

4.1.5. When you have two or more Randox Health assessments or tests, at our discretion we may provide trending of your results within the Randox Health Portal. Trending is available for select tests/packages and is not intended to be a substitute for professional medical advice (for diagnosis or monitoring of clinical illness) and is intended for informational purposes only. Test results are provided with an applicable reference range that is correct at the time of reporting. Reference ranges may vary based on the instrument used for analysis and interpretation should be made against the reference range supplied for each result. This should be taken into consideration when reviewing trends and comparison over time should be made based on classification of the results alone, not by numerical value.

4.1.6. Certain tests/test packages may have specific instructions (for example fasting, recommended cessation of medications/supplementation, urinary retention etc) that must be followed prior to appointments to ensure the accuracy and validity of test results. These will be advised to you in your pre-appointment information email based on what is applicable to the Service(s) purchased. It is your responsibility to ensure that you follow these instructions, and you bear responsibility for the results of failure to do so.

4.1.7. Your results will be made available through the Randox Health Portal following completion of testing. We will retain your results on the portal as described in our data retention policy. We recommend that you download and save your results for your own records. We are not responsible for any loss of access caused by account inactivity, account deactivation, or circumstances outside our reasonable control.

https://randoxhealth.com/privacy-policy

4.2. STI Screening Appointments

4.2.1. The sexual health services available at Randox Health are designed to be a screening service. Confirmatory testing is recommended for any reactive results.

4.2.2. You may be asked to answer a questionnaire relating to your sexual history to ensure we are able to best meet your testing needs. Following review of these questions, it may be suggested that additional sample types be ordered and tested based on the responses you provided.

4.2.3. Where indicated, you may be signposted on to other genitourinary medical (GUM) services for follow up or additional investigation. It is your responsibility to act on this advice if provided.

4.2.4. In the event of a reactive HIV blood test, you will first receive a phone call from one of our consultants prior to the results report being uploaded to your secure Randox Health Portal Account.

4.2.5. Please be aware that if STI testing detects the presence of a notifiable organism such as Hepatitis C or Syphilis there is a statutory requirement for the testing laboratory to notify the relevant national and/or local public Health Authority. In this instance, personal information that you have given in your responses to the questionnaire will be provided to the relevant Health Authority in accordance with the Health Protection (Notification) Regulations 2010.

4.3. Vaccination Appointments

4.3.1. Vaccination appointments can be conducted at select Randox Health Clinic locations for a limited number of vaccinations.

4.3.2. Vaccinations are prescribed following an assessment by a registered healthcare professional. There may be situations where we are unable to provide a vaccine and therefore, you may be required to seek alternative treatment from your local pharmacy and/or GP services.

4.3.3. We may decline to vaccinate or may postpone vaccination where there are indications that it would be clinically inappropriate to proceed with vaccination (for example due to presence of fever or potential contraindications) or where supply constraints arise. If we are unable to administer the vaccination, we will provide a refund for the service.

4.3.4. You must ensure that you have carefully read and understood any literature provided to you during your appointment and that all information you provide to the healthcare professional is accurate.

4.3.5. Vaccines are administered by a trained professional by subcutaneous injection (the route depends on the vaccine). There is a possibility that you may experience side-effects following the administration of the vaccine. Side-effects are listed in the patient information leaflet, provided to you at your appointment.

4.3.6. In the event of a serious adverse vaccine reaction, we are also required by duty of care to notify the MHRA via the Yellow card system with the detail of the incident, including patient information and relevant health data.

4.4. Genetics Testing Services

4.4.1. Randox Health offers a range of different genetic testing, these are classified into two tiers based on the overall complexity and significance of the results.

-          Tier 1: These tests are specific standalone tests that identify genes associated with predisposition or increased risk of particular health conditions or provide information relating to genetic traits that have limited clinical significance. These are analysed by Next Generation Sequencing (NGS) followed by comprehensive bioinformatics or real-time Polymerase Chain Reaction (PCR) – for example genetic coeliac risk or Nutrition and Lifestyle DNA Test.

-          Tier 2: These are the genetic tests that are designed to identify hereditary gene variants which could contribute to the risk of cancer or other conditions. These are analysed using NGS testing, comprehensive bioinformatics analysis which includes variant analysis, and clinical interpretation of the results – for example genetic cancer risk or genetic bowel risk.

4.4.2. Our genetic testing is not exhaustive and therefore cannot detect all genetic risks. Genetic test results represent one aspect of a risk factor and the absence of them does not exclude the possibility of a condition or cancer developing. Similarly, the presence of a genetic risk marker does not indicate the present of the disease state or cancer.

4.4.3. To streamline and maximise the utility of the test, sequenced data is generated on many genes, however analysis and interpretation will only be carried out on the specifically requested genes as indicated by the testing panel selected. Sequencing data from genes not included within the requested panel will not be interpreted, analysed or reported (applicable to non-PCR tests only).

4.4.4. Genetic testing is a relatively new and rapidly expanding field. All analysis and interpretation is carried out based on consideration of current scientific understanding as applied at the time of testing, this may be subject to change based on further research in the field. We are not obliged to reanalyse historic genetic data or to contact you in the future if scientific understanding changes.

4.4.5. The results of a genetic test may have implications both for the person being tested and for other members of that person’s family and the User agrees that they may be requested to provide consent for their test results to be used to inform testing of other family members at a future date if applicable.

4.4.6. Customers using Tier 2 genetic services will not receive results relating to genetic risk testing unless the required pre-test counselling/consent steps, as explained at the point of purchase, and the post-test consultation with the Genetic Counsellor have been completed. Once the results have been discussed with the Genetic Counsellor, they will be published and made available via the Randox Health portal.

4.4.7. Where samples have been analysed by NGS testing, anonymised sequencing data will be stored within a secure, remote server to allow for further interpretation of the data if required. Where any storage or processing takes place outside the UK, we will ensure appropriate safeguards are in place as described in our Privacy Policy.

https://randoxhealth.com/privacy-policy

4.5. Randox Health Phlebotomy Services

4.5.1. Randox Health offers phlebotomy services to complete venepuncture on behalf of other health and well-being professionals and/or service providers.

4.5.2. Where you purchase phlebotomy-only services, our responsibility is limited to carrying out sample collection with reasonable care and skill. We are not responsible for the selection of tests, interpretation of results, or clinical decisions made by third parties who are not providing services on our behalf. Additionally, we are not responsible for any guidance relating to pre-collection requirements for services that are not being provided by Randox Health.

4.5.3. Venepuncture is a routine, generally safe procedure; however, as with any invasive medical procedure, complications or side effects, such as bruising or localised pain can occur. You must seek medical attention if pain or other side effects persists several days after blood collection.

4.5.4. There may be situations where we are unable to successfully collect blood (for example due to difficult venous access) and therefore, you may be required to return for a repeat blood collection. No additional fee will be applied for this collection; however, we do not accept liability for any supplementary costs associated with this such as transport fees etc.

4.6. Mole scan

4.6.1. Randox Health offers a mole scanning service, provided in partnership with Deep X Health, at select clinics.

4.6.2. This service is not intended for any moles/pigmented lesions that are considered a significant cause for concern. In the case that severe illness is suspected, we recommend you consult your GP or primary care provider.

4.6.3. No form of screening or testing can give a medical diagnosis with 100% certainty and that moles/lesions may change over a period of time.

4.6.4. This service involves images of moles being taken using a specialised imaging device (maximum 3 scans/appointment) which are securely sent to a dermatology specialist to be analysed for signs of malignancy or risk factors.

4.6.5. Information provided during the initial consultation (including relevant images) will be shared with and used by our Partner Provider for the purpose of delivering the service and generation of the analyses report.

4.6.6. Please be advised that there are cases where it may not be possible to complete a scan any moles or pigmented lesions which include:
- located in an intimate area of the body. (e.g. genitals, areas of the breasts covered by a bra)
- on the eyelid or the tip of an ear
- covered by an excessive amount of hair
- in an area that is open or bleeding
- that is on a tattoo

4.6.7. Results from the analysis will be provided to you, where the analysis has identified the mole or lesion to be “abnormal” in nature, you will be contacted by Randox Health to discuss the outcome of the report and any further recommendations.

4.6.8. It is your responsibility to act on any advice provided. This service is a screening/triage tool and does not provide a diagnosis. Any “abnormal” result should be followed up with a GP/dermatologist.

4.6.9. Our bodies are constantly changing, results provided are reflective of the status of the mole or lesion at the time of scanning. It is recommended and encouraged that ongoing monitoring of moles and lesions is practised to allow early identification of any changes. We are not responsible for independent clinical decisions made by third-party clinicians who are not acting on our behalf.

4.7. Health and Wellbeing/GP Consultations

4.7.1. Consultations with either our Health and Wellbeing Advisors or a GP may be included as part of some of the larger Health Packages or may be booked following receipt of your report to help you better understand your results and any next steps.

4.7.2. During these consultations we may ask further questions regarding your medical history of lifestyle to help inform the interpretation of your results. All information you provide must be accurate and correct.

4.7.3. Opinions offered during these consultations are based on individual’s knowledge of and current scientific understanding within the field and review of the information supplied by yourself. Please note that Medical Practitioners may hold different clinical opinions on the same medical condition or symptoms and provided these opinions are reasonably held, the fact that two or more Practitioners give different opinions in the course of service provision does not necessarily indicate that our services are defective. Randox is not liable for information provided by Medical Practitioners. Consultations do not provide emergency care. If urgent symptoms arise, you should seek urgent medical help.

4.8. Home Sample Collection Kits – General

4.8.1. All Home Sampling Collection Kits are available for purchase through our website (or through third party vendors). These kits are designed to offer people the opportunity to review, monitor or track certain biomarkers from samples taken in the comfort of their own homes, without the need to schedule appointments for venous blood draws.

4.8.2. The aim of such kits is to allow people the opportunity to get insights into their health and wellbeing in a convenient manner and this increased awareness in turn allows for earlier detection of emerging issues, allowing for faster intervention such as dietary or lifestyle changes to improve modifiable risk factors for certain conditions such as heart disease or type II diabetes.

4.8.3. The purchase of a Home Sample Collection Kit can be considered as both a Product and a Service purchase. The Home Sample Collection kit itself is the Product, and the subsequent testing is the Service.

4.8.4. The Intended Use of the Sample Collection Kits is for the collection and transport of specimens only, specimens include but are not limited to capillary blood, urine, or swabs for which they are CE/UKCA-marked. (‘Intended Use’).

4.9. Home Test Kits – Terms of Sale

4.9.1. Randox will endeavour to process and fulfil orders as quickly as possible, and dispatch orders within no more than 5 working days. Randox does not process or dispatch orders on weekends or on any official Bank Holidays in the United Kingdom (including both England & Wales and Northern Ireland) and the Republic of Ireland. Orders placed during these periods will be processed the next available Working Day.

4.9.2. Home Test Kits shall only be shipped to addresses within the United Kingdom. Randox cannot dispatch kits to the Isle of Man or Jersey, or any location outside the UK/ROI serviceable area. Orders placed to unsupported addresses will not be dispatched and no charge will be levied.

4.9.3. (Home Test Kits shall only be shipped to addresses within Island of Ireland. There may be some geographical restrictions for shipment locations outside the IOI serviceable area. Orders placed to unsupported addresses will not be dispatched and no charge will be levied.)

4.9.4. If stock is unavailable to fulfil an order, Randox will hold the order until stock becomes available or until cancelled by the customer, in which case no fees will be charged. If you place a replacement order but fails to cancel the original order, Randox shall have no obligation to credit or refund the original order once dispatched, and all associated fees will remain payable.

4.9.5. Randox endeavours to fulfil all manners in a timely manner, however delivery dates are approximate and may be subject to change. Randox may not be held liable for delays as a result of adverse weather or other events outside their control.

4.9.6. Where a kit is received and proves to be faulty, or does not contain the required components, we will supply a replacement kit provided the following conditions are met:
- claims regarding faulty kits are submitted within 3 months from the date of purchase
- claims are submitted with appropriate supporting evidence including photographic evidence of the alleged fault, including the packaging and clear image of the product label
- there is no evidence that the fault has arisen as a result of tampering, improper use, or carelessness

4.9.7. Home Test Kits purchased through a third-party vendor will be subject to the vendor’s Terms of Sale and Delivery.

4.10. Home Test Kits – Service Delivery

4.10.1. The Customer is responsible for ensuring the kit is stored under appropriate conditions as indicated on the packaging prior to use. Failure to do so may impact the results provided.

4.10.2. Home Test Kits are provided with an expiry date. These must not be used outside this stated expiry.

4.10.3. The Home Kits must not be used for any other purpose than their Intended Use and used strictly in accordance with the Instruction for Use (IFU) supplied with the kit. Failure to comply with this will nullify the contract made at point of sale.

4.10.4. Randox shall not be liable for any injury, reaction, infection, or damage arising from failure to follow the instructions provided, or the use of supplementary or alternative consumables, components, or equipment not supplied by Randox. Randox will only be held liable where such injury or damage is caused by Randox’s negligence in manufacture of the Sample Collection Kit.

4.10.5. Home Test Kits must be registered online as described in the IFU. This captures information required to allow the laboratory to process and analyse the samples provided. The customer is responsible for ensuring this is carried out correctly and promptly following sample collection and accepts that failure to do so will result in their sample being rejected by the lab with no compensation.

4.10.6. All returns must be made using the packaging supplied by Randox with the Home Test Kits, which is designed to ensure compliance with UN3373 requirements for the transport of biological substances.

4.10.7. When samples are received by the lab they will be assessed to ensure they are suitable for testing. Samples must meet set acceptance criteria in order to be considered suitable for analysis. Samples may be rejected for the following reasons:
(a) You have not correctly registered the sample online

(b) Your sample has not been received by the laboratory within the required timeframe

(c) The Home Test Kit has been used outside of its stated expiry

(d) Your sample has been identified by the lab as being unsuitable for analysis due to insufficient volume or poor sample quality such as the presence of clots or haemolysis which may interfere with testing.

4.10.8. In the event that your sample has been rejected you will be contacted and advised of the reason and next steps.

5.      Gift Cards, Promotional Offers and Discount Codes

5.1. Gift Cards cannot be redeemed for cash, returned for a refund, have their balances consolidated to a new Gift Card and are not legal tender, account cards, credit or debit cards or securities. We do not give change or refunds on gift cards or e-gift cards.

5.2. We reserve the right, at our complete discretion to refuse to sell Gift Cards to any person at any time for any reason.

5.3. Gift cards expire 12 months after the date of purchase. Nothing in this section affects your statutory rights.

5.4. Promotional offers and discount codes may be restricted to use by certain customers and/or on specific services and we reserve the right to cancel, modify or restrict these offers at any time for any reason and without notice to you.

5.5. Promotional offers and discount codes may have a limited expiry and must be used within this expiry period.

5.6. Only one promotional or discount code can be used against an order. This must be applied at the point of purchase.

5.7. Offers can be withdrawn at any time. Randox Health reserve the right to edit, add, remove and exclude certain products from promotion at any time.

6.      Cancellations and Refunds

6.1. If you are a consumer, you have the right to cancel this contract, and receive a refund, within 14 days of the order being placed, subject to clauses 6.2–6.5.

6.2. If you opt to book an Appointment or ask us to start providing the Services within 14 days of placing your Order, you are requesting that we begin the Services during the cancellation period. If you have opted to avail of services within the cancellation period and you then wish to cancel your Order, you must pay for the Services provided up to the time of cancellation (a proportionate amount), and we will refund any remaining balance.

6.3. The right to cancel may not apply (or may be limited) where:
(a) the Services have been fully performed;
(b) Testing has started (as defined); and/or
(c) you have opened a sealed health protection/hygiene Product (such as a home test kit) after delivery, where it is not suitable for return for health protection or hygiene reasons.

6.4. If you do not attend an Appointment, or you cancel/reschedule with less than 24 hours’ notice, we may charge an administration fee of £15 (or retain that amount from any refund). This does not apply where we are at fault or where we cancel/reschedule the Appointment.

6.5. To cancel an Order or request a refund, contact our Customer Support team via our “Contact Us” form. Please include your Order details and the reason for cancellation (to help us process your request).

https://randoxhealth.com/privacy-policy

6.6. If you are entitled to a refund, we will process it within 14 Working Days of confirming your entitlement. Refunds shall be made using the original payment method unless we agree otherwise.

6.7. We may cancel or reschedule an Appointment if:
(a) we have insufficient stock or capacity to deliver the Services you ordered;
(b) an event outside our reasonable control occurs; or
(c) it is clinically appropriate for patient safety.

6.8. Where we cancel, we will contact you to rearrange or provide a refund for the cancelled element of the Services, as appropriate. Beyond a refund for the cancelled element of the Service, we are not able to offer additional compensation.

6.9. Occasionally, the laboratory may be unable to test the samples sent to them for analysis. This may be due to insufficient volume being available to complete all required testing, poor sample quality, such as the presence of clots or haemolysis which may interfere with testing, or due to unforeseen issues which prevent the lab from completing testing. In the event that it is not possible to complete any testing, we will contact you to arrange a redraw. In some cases, a further fee may apply if the issue was caused by your failure to follow instructions.

6.10. Randox Health will endeavour to fulfil the testing of all biomarkers included in our packages, however, this remains subject to availability. For larger packages, price will not be reviewed if up to 96% of the package is successfully tested. If more than 4% of the biomarkers cannot be fulfilled, this will be reviewed upon request by the customer.

7.      Liability

7.1. We will provide the Services with reasonable care and skill. However, screening and laboratory testing has limitations and does not guarantee the detection of every condition. We do not provide emergency care, and we do not provide diagnoses unless we clearly say otherwise.

7.2. As a consumer, you have certain legal rights. These are also known as your “Statutory Rights” as they are derived from laws such as the Consumer Rights Act 2015. Nothing in these Terms and Conditions in any way affects your Statutory Rights. In particular, we do not exclude our liability for death or personal injury caused by our negligence, or for fraud, or for any other matter for which it would be illegal for us to limit or exclude our liability.

7.3. Subject to your Statutory Rights and the exclusions and limitations set out in this section, we are not liable for any costs, loss, delay, inconvenience, or damage that is not caused by us, or that was not reasonably foreseeable.

7.4. We are not responsible for losses that were not a foreseeable result of our breach of these Terms. This includes, for example, loss of income, loss of business opportunity, or other indirect or consequential losses.

7.5. Where your results are reviewed or interpreted by a third-party clinician or provider, we are responsible for our own Services (including sample collection where we performed it), but we are not responsible for independent clinical decisions made by third parties based on your results.

7.6. Subject to your Statutory Rights and the exclusions above, our total liability for any single Order is limited to the amount you paid for that Order or service.

7.7. We reserve the right to verify any claims made, including to assess whether that damage was caused by us, and you must provide such cooperation as we may require to enable us to do so.

7.8. When you are receiving the service via a third-party provider, we can be held liable when at fault for the sample collection and/or the services provided by Randox Health. However, we will not be held liable for any activity or interpretation of the test results by a third-party provider.

7.9. We aim to keep the Portal available, but it may occasionally be unavailable due to maintenance or technical issues. We are not responsible for outages outside our reasonable control.

7.10. You are responsible for maintaining the security of your Randox Health portal account. Please notify us promptly if you believe your account has been compromised.

8.      Modification of Services, Products and Prices

8.1. We reserve the right at any time to modify or discontinue any of our products and/or services without notice.

8.2. For packages that include multiple rounds of testing, the test panel may be subject to minor changes between visits. The test panel provided during subsequent appointments under one order/service will reflect the Service offering at the time your appointment reminder is issued.

8.3. The price of the Products and/or Service is as quoted on our website at the time of order submission. Prices may be subject to change, without notice, but changes will not affect any order that has already been placed.

8.4. We are not liable to you or any third party for any modification, price change, suspension, or discontinuation of our products and/or services.

9.      Zero-Tolerance Policy

9.1. We are committed to protecting the safety and wellbeing of customers and staff, offering our services in a professional environment. We therefore operate a zero-tolerance policy towards violent, threatening, abusive, inappropriate, or unreasonable behaviour.

9.2. Customers whose actions are deemed inappropriate or unreasonable may have their service terminated.

9.3. We reserve the right to prohibit future access to services to individuals who have breached this zero-tolerance policy and, where necessary, may take legal action pursuant to this behaviour.

10.Personal Data Protection

10.1. We collect, process and store personal data as described in our Privacy Policy, this includes information relating to the use of your data, data sharing agreements and data retention policies.

https://randoxhealth.com/privacy-policy

10.2. Where we rely on your consent (for example, certain marketing preferences), you can withdraw that consent at any time by contacting us. This will not affect processing already carried out.

10.3. Where you withdraw consent or exercise a right to erasure or restriction, we may still retain and process personal data where necessary to:
(a) perform our contract with you and provide the Services;
(b) protect patient safety and ensure clinical quality;
(c) comply with applicable legal and regulatory obligations; and/or
(d) establish, exercise or defend potential legal claims, including by retaining records for limitation periods and complaint-handling, regulatory investigations, and dispute resolution.

10.4. We will retain only what is necessary for these purposes and for as long as required under our retention policies and applicable law.

10.5. You can object to marketing at any time using the unsubscribe link or by contacting us.

10.6. It may be necessary for us to share some of this information with third parties, such as consultants or testing laboratories for the purposes of fulfilling the requested services. Any third parties we engage for this purpose will be required to handle your information in accordance with applicable data protection law.

10.7. We may use your information for our own business analysis, product development and marketing purposes.

10.8. We may use anonymised and aggregated data for service improvement, analytics, scientific research or examining aggregate medical or clinical trial data. Anonymised data is processed so it cannot reasonably identify you.

10.9. Where the law requires, laboratories and clinicians may report certain infections/organisms to the relevant public health authorities in accordance with the Health Protection (Notification) Regulations 2010.

https://randoxhealth.com/privacy-policy

11.General Terms

11.1. We may update these Terms from time to time (for example, to reflect changes in law, clinical guidance, our Services, or how we operate). Any updated Terms will be published on our website and will apply to new Orders placed after the date they are published (or otherwise notified to you). If we make changes that materially affect an Order you have already placed, where the change is not required by law or patient safety, you may cancel the affected Order and receive a refund for any Services not yet provided.

11.2. If any part of these Terms is found by a court or other authority to be unlawful, invalid, or unenforceable, that part will be treated as removed from these Terms. The removal of that part will not affect the validity or enforceability of the remaining Terms, which will continue in full force and effect. Where possible, if a part of these Terms is removed or found to be unenforceable, we will both try to agree a replacement provision that, to the greatest extent possible, achieves the same outcome that the original wording was intended to achieve. If we cannot agree a replacement, the Terms will continue without that provision.

11.3. All content on our website, portal, and in our reports (including text, images, data, branding, and test panel information) belongs to us or our licensors. You may use this content for your own personal, non-commercial purposes only. You must not copy, share, publish, or use it commercially without our prior written agreement.

11.4. These Terms, together with any Order confirmation and any documents referred to in them, set out the entire agreement between you and us in relation to your Order. They replace any previous discussions, representations, or agreements between us relating to the same subject matter. Nothing said by any member of our staff before you place an Order will form part of these Terms unless it is confirmed in writing.

11.5. Force Majeure: We are not responsible for any delay or failure to perform our obligations under these Terms where that delay or failure is caused by events outside our reasonable control. This may include (by way of example) extreme weather, fire, flood, pandemic or public health emergency, strikes or industrial action, supply chain disruption, failure of utilities or telecommunications, cyber incidents not caused by our breach, or changes required by law or regulators. If an event outside our reasonable control affects our performance, we will take reasonable steps to minimise the impact and will resume performance as soon as reasonably possible. If the disruption continues for more than 30 days, you may cancel the affected Order and receive a refund for any Services you have purchased but which have not yet been provided.

11.6. We may transfer our rights and responsibilities under these Terms to another organisation, for example if we restructure or transfer part of our business. We will tell you in writing if this happens. You may not transfer your rights or responsibilities under these Terms to anyone else without our prior written agreement.

11.7. If we do not immediately insist that you do something you are required to do under these Terms, or if we delay in taking steps against you in respect of a breach, that does not mean you do not have to do it or that we have given up our right to take action. Any waiver must be confirmed by us in writing.

11.8. Our website may contain links to third-party websites. These are provided for your convenience only. We do not control those websites and are not responsible for their content. The inclusion of a link does not imply any endorsement by us.

12.Governing Law and Jurisdiction

12.1. These Terms are governed by the laws of England and Wales.

12.2. If you are a consumer, you may also bring a claim in the courts of the part of the UK where you live (and we may bring a claim against you in those courts).