Terms of service - Health Screening

“We” MyMedic Healthcare, (registered in England and Wales, company number 15482336, registered office: Gresley House, Ten Pound Walk, Doncaster, DH4 5HX) is the provider of the health screening products described in clause 1.4 below.

"You", the customer, have initiated a booking for a health screening product. This booking may have been made through our website, by telephone, or through another approved method.

“Client”, The person receiving the test and results

These Terms, including our Privacy Policy, form the basis of our agreement. They govern the use of our website, phone communications, and any written exchanges between us. In the event of any inconsistencies between these Terms and other communications (written or verbal), these Terms will take precedence.

You may purchase products for yourself (and create a personal account “Account” at mymedic.healthcare) or you may purchase products for you and/or other people from various access points to our digital system. All products need to be linked to a client, who has an active account on the MyMedic Healthcare system – this provides the laboratory with the correct details of the person whose sample is being tested. In activating a test a user will be required to confirm their agreement with these Terms.

Account Requirements:

Account Holder: Only the account holder, or someone with an account created specifically for that test, may provide a sample. This ensures accurate sample tracking and result delivery.

Required Information: When creating an account, you will need to provide identifying details including your full name, address, gender at birth, and date of birth. Name and date of birth are essential for sample identification within our partner laboratories. A gender at birth is required to aid the clinician to interpret results.

Eligibility:

Age Requirement: You must be 18 years or older to purchase/activate a Product and provide a sample.
Location Restriction: Our Products are designed for use within the United Kingdom. Our partner laboratories will only process samples collected and mailed from within the UK.

Important Notice: Test Results are Informational

Purpose: Our test results and any accompanying comments are intended for informational purposes only. They can offer insights into your health, but they are not a replacement for a formal medical diagnosis.

Not a Diagnostic Service: We do not offer clinical diagnoses or formal medical advice based on these tests. Our comments reflect the information currently available, which may not fully capture your individual health situation or potential conditions.

Consult Your Doctor: If you have any concerns about your health or test results, please reach out to your GP or a qualified medical professional for direct guidance and evaluation.

Recommendations and Responsibility

Potential Recommendations: We may suggest follow-up tests or a visit to your GP based on your results or provided information. You are ultimately responsible for following through on these recommendations. MyMedic.healthcare is not liable if you choose not to do so.

Release of Liability: You understand that MyMedic Healthcare is not responsible for any consequences related to your decision not to share abnormal test results with a medical professional.

Contacting Us

If you need to contact us for any reason, including cancelling a Contract (as described in the relevant section below) or making a complaint, reach out to our customer care team:

Phone: 0330 043 2464
Email: hello@mymedic.healthcare

Email Communication: Please use the email address associated with your MyMedic Healthcare account and include your order number to expedite assistance.

Phone Communication: Have your order details ready. We'll verify your personal details to protect your data.

Contact from Us

We'll communicate with you via email, phone, or occasionally by letter using the contact details provided in your account. By submitting your contact information, you consent to receive communications about services and Products (as defined in the ‘our product’ section below) you've purchased or inquired about. We may leave voice messages if necessary.

In rare cases, urgent medical concerns indicated by your results may necessitate contact. Please ensure your contact details are accurate and up-to-date.

OUR PRODUCT

We offer various ordering methods for medical tests. Each test page on our website, and our booking process specifies the sample collection method and any other requirements:

Clinic Visit: You'll need to visit one of our clinics for a clinician to perform the test and / or collect your sample.
Home Visit: We may arrange for a clinician to visit your home for sample collection in certain circumstances

Important: If your test requires specific information forms or other tasks, please do so before the sample is collected. This information will be needed to process the sample at the lab and / or provide a clinical report from the test. Failure to do this may result in additional fees for a new sample and lab processing or an invalid test.

Results

Results and any accompanying doctor's interpretation will be forwarded to your agreed email address. We may contact you by phone, SMS, or email about your sample or results if needed so please ensure these are answered.

Product Definition

The "Product" refers to the complete service provided by MyMedic Healthcare. This includes:

Test Selection Guidance: Resources to help you choose the right tests.
Sample Collection process: Home kits, clinic visits, or home phlebotomist appointments, as applicable to the chosen test.
Laboratory Analysis: Processing of your sample by a partner laboratory.
Result Delivery: Secure delivery of results and accompanying doctor's interpretations to your MyMedic Healthcare account.

The Product is considered fully delivered when your test results are made available within your account, aligning with the process described above.

Responsibility for Test Selection

Informed Decision-Making: You are ultimately responsible for ensuring the tests you select are suitable for your individual needs and intended purposes. Our resources are designed to assist you, but cannot replace tailored medical advice.

Specialised Tests: Certain tests involve advanced pathology analyses. If you have any doubts about test suitability, please consult your doctor or a qualified healthcare professional before making a purchase.

Service Scope and Limitations

Comprehensive but Not Universal: We offer an extensive range of health tests designed to address a variety of needs. However, it's important to recognise that private blood testing services may have limitations in certain complex situations. The test panels are designed to inform you and your designated healthcare professional of important health markers in relation to concerns or screening wishes you have.

Prioritising Your Well-being: If we determine that your health needs or test requirements surpass the scope of our services, we will prioritise your safety and well-being. In such cases, we may decline further testing and recommend that you consult your regular healthcare provider. This ensures you receive the most appropriate and comprehensive care for your specific condition.

HEALTH QUESTIONNAIRE AND HOW WE USE YOUR PERSONAL INFORMATION

Your Input Matters

What it is: Completing the questionnaire offers a valuable way to provide us with your medical history, lifestyle details, family health information, and any relevant symptoms.

Why it's beneficial: While optional, this information significantly helps our clinicians provide the most accurate and helpful interpretation of your test results. The more context we have, the better we can tailor our insights to your individual health situation.

How Your Information Is Used

Essential for Product Delivery: Placing an order gives your consent for us to share necessary information with the following parties, all are involved in delivering your test results:

Partner Clinics: Depending on your chosen test, your information may be shared with clinics involved in sample collection and processing.
Laboratories: Our partner labs, potentially located outside the EU, need relevant data to process your sample accurately.
Employees and Agents: Our internal team and trusted partners handle your information to prepare samples, analyse results, and provide interpretations.

Our Internal Use: We may use your information in anonymised form for the following purposes:

Business Analysis: Understanding trends helps us improve our services.
Product Development: Your data assists in creating new tests or refining existing ones.
Marketing: We might analyse anonymised database samples to better target our health offerings (we won't include or share your details).

Protecting Your Privacy:

No Direct Marketing: Your personal information will NEVER be sold or shared for the purpose of third parties contacting you with unrelated products or services.
Research: We, or trusted third parties under strict confidentiality, may use anonymised data for scientific research or to better understand health trends.
Public Health Responsibility: If your test reveals a notifiable disease (e.g. COVID-19, tuberculosis), we are legally required to inform Public Health England (PHE) and/or your local health protection team.

Your Data, Your Rights

Doctor & Third-Party Sharing: We will NOT share your information with your doctor or other parties outside the specific reasons listed.
Our Privacy Policy: Please carefully read our Privacy Policy, as it outlines in detail how we manage your data and the rights you have.

HOW THE CONTRACT IS FORMED BETWEEN YOU AND US

Order Placement:

Guided Process: Our website offers a step-by-step system to place your order.
Review Carefully: You'll have opportunities to review your order and make changes before final submission. Please take the time to ensure everything is accurate.

Payment and Contract Formation:

Payment Precedes Processing: We'll start processing your order once full payment (in cleared funds) has been received.
Acceptance Confirmation: We'll send an email confirming your order acceptance. This email officially forms the contract between us.

Sample Submission: Important Details

Time Sensitivity: You may book the sample collection within a -day Validity Period. This period begins on the date your order is processed.
Submitting Your Sample: Submitting your sample to the laboratory is time sensitive and in some cases needs to be within a 24 h period. Specific requirements will be made clear to you and you may need to follow certain instructions in order to enable the sample to arrive at the lab in a suitable time frame.
Expiration Consequences: If you fail to book a clinic appointment within the Validity Period, your test will expire. In this case, you will not be eligible for a refund. We may be able to offer a replacement test, but this would likely incur an additional fee.
Why Time Limits Matter: Test kits often contain components with expiration dates. Additionally, biological samples can degrade over time. These factors make adherence to the Validity Period crucial for generating reliable results and efficient use of resources.

Rebooking Clinic Appointments: Your Responsibilities

Valuable Resources: When you book a clinic appointment, we reserve a time slot with a clinician for you. To ensure efficient use of their time, please consider the following.

Rebooking Window: If you need to change your appointment, you can rebook up to 48 hours in advance of your scheduled time. This must be done within the 90-day test validity period.
Importance of Timely Changes: Last-minute cancellations or rebooking requests within 48 hours disrupt clinic schedules and incur additional costs for MyMedic Healthcare. For this reason, we cannot offer rebooking or refunds in such cases.

Order Issues:

Communication: If we cannot fulfill your test order, we'll notify you by email or phone and will not send an Acceptance Confirmation.
Refund: If you've prepaid, a full refund will be issued within 10 Working Days (excluding weekends and UK public holidays).

Informed Consent

Sample Submission Implies Consent: By purchasing or activating a test, and submitting your sample to our partner laboratories, you provide informed consent for MyMedic Healthcare and its partners to conduct the specified tests.

HOW TO PAY

Accepted Methods: You can pay for Products using a debit or credit card. Please review our checkout page for the most up-to-date list of payment options.

PRICE OF PRODUCTS AND DELIVERY CHARGES

Pricing: The price of Products is clearly stated on our website at the time of your order.
Potential Additional Costs: Please note that any potential additional charges are clearly outlined before purchase:
- Phlebotomy sample collection (at-home)
- Any optional extra services you select
Price Changes: Our Product prices may fluctuate. However, any changes will not affect orders you've already placed.
VAT: Our advertised prices include VAT at the current UK rate.

SAMPLES AND TEST RESULTS

Sample Usage:

Any sample you provide (blood, etc.) will only be used for the specific tests you ordered.

Sample Requirements:

Important: Some tests require fasting, avoiding alcohol, or other specific preparation. We'll provide clear instructions where this is required – follow them strictly for accurate results. MyMedic Healthcare is not responsible for errors caused by not following instructions.

Sample Collection Types:

Clinic Collection: For most tests, a qualified phlebotomist will need to draw a venous blood sample. Our usual method is for you to book an appointment at one of our clinics. We'll provide a kit to the clinic and the cost is included in the price of your test.
Home Visit: We'll dispatch a phlebotomist to your home (fee applies).

Sample Return: It's your responsibility to return any self-collected samples using the provided envelope the SAME DAY.

Appointment Considerations:

Be On Time: Punctuality matters. Late arrivals, no-shows, or last-minute cancellations may incur fees.
Home Visit Changes: Changes to a confirmed home visit require at least 48 hours' notice to avoid charges. Be present for your appointment, or additional fees may apply.
Appointment Time Frames: Our online booking system allows you to find a convenient appointment, changes can be made up to 48 hours before the appointment

Lab Issues & Retests

Potential Problems: Occasionally, labs can't test a sample due to issues like insufficient volume, deterioration, late samples or other reasons. If you have followed all instructions provided as part of the booking process and the failure issue is not your fault, we will offer the options outlined below:

Second test: In most cases, we'll arrange a replacement test free of charge.
Refund Option: If the second sample also fails, you can opt for a full refund (gift card or original payment method). If some test markers succeed, you may receive a partial refund or gift card. Gift cards are valid for 12 months, usable for online purchases, and not exchangeable for cash.

Test Result Time Frames

Turnaround Time: Each test has an estimated time for results (in Working Days) once the lab receives your sample. This is an estimate, not a guarantee.
Multiple Test Orders: In some cases, we may only release results once ALL tests within an order are completed. The longest stated Turnaround Time would apply.
Guidance:Your test booking information will outline the estimated turnaround time for each test.

Comments: Certain tests may include pre-written doctor comments based on clear, medically approved guidelines.

CANCELLATIONS AND REFUNDS

Understanding Your Cancellation Rights

30-Day Cancellation Period: You generally have 30 days from the date you receive your order confirmation email to cancel your Contract. This gives you flexibility if you change your mind.
Refunds Before sample collection: If you cancel within the 30-day period and have not had a sample taken or are within 48 hours of the appointment.
Refunds After blood collection: If you cancel within the 30-day period, but your sample has already been taken, we are unable to issue a refund because the cost of the clinic, kit and lab processing are fixed and already in progress.

When Cancellation Rights May Not Apply

Please note, there are specific situations where the standard 30-day cancellation right doesn't apply:

Sample Collection: If a sample has been taken (at a clinic or at home arranged by us), the test has begun, and cancellation isn't possible.
Missed Appointments: If you miss a confirmed phlebotomy appointment arranged by us, you may forfeit your right to a refund.
Sample Sent to Lab: Once your sample is with the laboratory for testing, the process is underway, and cancellation isn't possible.
Expired Period: If the 30-day cancellation period has passed, your standard right to cancel expires.

How to Initiate a Cancellation

Email for Easy Tracking: Please email hello@mymedic.healthcare Include your order details and the reason for cancellation. This creates a written record.
Phone Option: Call our customer service team on 0330 043 2464 for immediate cancellation. Note: Your reason won't affect your cancellation right, but it helps us improve!

When Your Cancellation Takes Effect

Email: Your cancellation is effective from the date and time you send the email. So, emailing before midnight on the last day of the 30-day period is considered within the valid time frame.

Refund Details

Processing Time: If cancellation conditions are met, we aim to process refunds within 10 Working Days (excluding weekends, UK holidays). Applicable fees will be deducted.
Additional Postage: Costs for expedited sample shipping are non-refundable.
Refund Method: We'll generally use your original payment method. In some cases, we might offer a gift card as an alternative (gift card terms and conditions apply).

Home Visit Cancellation Fees

Advance Notice Matters: To avoid unnecessary costs for everyone involved, please follow these guidelines for cancelling or rescheduling home phlebotomy visits:

More than 48 hours' notice: No charge
Less than 48 hours' notice: £55 charge

OUR LIABILITY

Private Use Only: Our products are intended for personal use, not commercial purposes. We are not responsible for any business-related losses (lost profits, revenue, etc.) that might arise.
Limits of Liability: our maximum liability to you for any issue related to a Contract is the total price you paid for the Products and additional services. Specifically, we are not liable for:
- Sample issues during transit (lost, delayed, damaged).
- Lab's inability to test your sample.
- Injuries from finger-prick lancets, unless the device itself is faulty.
- Injuries from kits marked for phlebotomist-use only, if you open or use them yourself.
- Issues caused by using a non-approved phlebotomist or non-provided equipment.
- Delays in receiving test results.
- Your failure to follow instructions regarding sample collection or prep.
- Your failure to take medical advice if we recommend it.
- Your failure to show abnormal results to your doctor (if you opt for express, unreviewed results).
- Not sending your sample within the Validity Period.
- Missed phlebotomy appointments or forgetting your kit.
- Losses that were not reasonably foreseeable by both of us when you placed the order.
- Events Outside Our Control.

Important Exceptions

We do not exclude or limit our liability in the following cases:

Death or personal injury caused by our negligence.
Fraud or intentionally misleading you.
Issues related to our legal obligations regarding product descriptions, quality, and ownership (Consumer Rights Act 2015).
Defective products (Consumer Protection Act 1987).

EVENTS OUTSIDE OUR CONTROL

Unforeseen Circumstances: We cannot be held liable for delays or failures in fulfilling our contract obligations if caused by events beyond our reasonable control ("Events Outside Our Control").

What Happens If This Occurs:

Notification: We'll contact you promptly to explain the situation.
Temporary Suspension: Our obligations under the contract will be suspended while the Event Outside Our Control persists.
Delivery Updates: If the event affects the delivery of testing kits, we'll work with you to reschedule once things normalise.

Your Right to Cancel: If an Event Outside Our Control disrupts our services for more than 30 days, you have the right to cancel the Contract. Please contact us to initiate the cancellation process. In this case, we will provide a full refund for the affected Contract.

OUR RIGHT TO VARY THESE TERMS

Updates May Occur: We reserve the right to make changes to these Terms from time to time.

Version That Applies: The Terms in effect at the time you place your order will govern that specific Contract between us.

Changes Affecting Your Order: If we need to revise the Terms in a way that impacts your existing order, we will:

Contact you with reasonable advance notice, explaining the changes and which orders are affected.
Inform you of your right to cancel the Contract if you disagree with the changes. You can cancel for affected kits (unused, unopened), future kits within the order, or the entire order if desired.
Process a full refund once you notify us of your cancellation decision.

OTHER IMPORTANT TERMS

Transfer of Rights: We may transfer our rights and obligations under a Contract to a different organisation. This won't affect your rights or our obligations under the Terms.
This Contract is Between Us: The Contract is solely between you and MyMedic Healthcare. No other person has the right to enforce any of its terms, except in specific cases allowed by law.
Severability: If a court finds any part of these Terms unlawful or unenforceable, the remaining sections remain valid and in force.
Waivers and Enforcement: If we don't immediately insist on strict compliance with your obligations under the Terms, it doesn't mean we've waived our rights. We may still choose to enforce them later. Any waiver of our rights will only be valid if made in writing.
Governing Law: This Contract is governed by English law. Disputes arising from it will be handled by the courts of England and Wales, with exclusive jurisdiction. Residents of Northern Ireland may also bring proceedings there, and Scottish residents may do so in Scotland.