Cancellations & Refunds

Your legal right to cancel a Contract starts from the date you place your order and receive an online acceptance of the order. You have up to 30 days from the date you receive the confirmation email to cancel your Contract concerning any testing kit that has been despatched.

You have up to 30 days to cancel your order from the date of order. If you cancel your order within the cancellation period before your testing kit has been dispatched, you are entitled to a full refund. However, if you cancel your order within the cancellation period after your testing kit has been dispatched, you will incur a charge of £6 including VAT. This charge covers the cost of the kit, which we are unable to re-use, and will be deducted from your refund.

This cancellation right does not apply if:

• You have already had a sample taken at a clinic, laboratory, or at home, as arranged by us.

• You have failed to attend a confirmed appointment for phlebotomy arranged in connection with your test.

• You have already sent your sample to the laboratory for analysis.

• The 30-day cancellation period has expired.

To cancel a Contract, please send us an email stating that you wish to cancel and the reason for the cancellation. Please email your cancellation request to ben@diagnosify.co.uk to arrange the cancellation. Your reason for cancellation will not affect your right to cancel the order.

If you send us your cancellation request by email, then your cancellation is effective from the date you send us the email. For example, you will have given us notice in time as long as you send your email before midnight on the last day of the cancellation period.

If you cancel your Contract within the cancellation period and you are entitled to a refund, we will refund you the price you paid for the Product(s), less any applicable charges, within 10 Working Days. Additional postage purchased is non-refundable.

We will refund you to the payment method used by you to pay. We may offer you a gift card as an alternative. Gift card terms and conditions apply.

For our nurse home visits, the following cancellation charges apply:

If you cancel or rearrange with more than 48 hours notice, there is no charge.

If you cancel or rearrange with less than 48 hours notice, there will be a £30 charge.

If you cancel or rearrange on the day of your appointment or do not attend your appointment, there will be a £55 charge.

Our Liability

The Products 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.

Subject to clause 10.5, 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 the laboratory;

the laboratory being unable to test your sample for any reason;

any injury, damage or loss you may suffer when using finger-prick lancets unless the lancet is shown to be defective;

any injury, damage or loss you may suffer when opening (or handling or using the components contained in) a sample collection kit which you have been informed is to be used only by a qualified phlebotomist;

any injury, damage or loss you may suffer as a result of your sample being collected by someone whom we have not referred you to (i.e. someone who is not a qualified phlebotomist working in a partner clinic or a nurse or phlebotomist working for our home phlebotomy provider) or as a result of using equipment or sample collection components that we have not sent to you;

test results not being made available to you within the turnaround time stated for any Product;

your failure to follow instructions provided to you about sample collection or pre-sample preparation requirements, such as fasting;

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 in clause 4.3;

your failure to attend a pre-booked phlebotomy appointment or home visit or your failure to take your sample collection kit with you to an appointment;

loss or damage that is not foreseeable;

Events Outside Our Control as described in clause 11.

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 sections 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.