This legal notice applies to the entire contents of this website under the domain name www.healthpluspharmacy.co.uk (the “Website”) and to any correspondence by email between you and us. Please read these terms carefully before using this website. Using this website indicates that you accept these terms regardless of whether or not you choose to register with us. If you do not accept these terms, do not use this website. This notice is issued by Seren Plus Limited (the“Company”). Health Plus Pharmacy is the trading name of Seren Plus Ltd.

1. INTRODUCTION

   1. This website provides an online service allowing registered users to place orders for repeat prescriptions for medications. You may select whether you wish to collect your medication from your local Health Plus Pharmacy or have the medication delivered to you.
   2. You may access majority of our website without registering your details with us. To book an appointment you will have to provide some personal details and to take benefit of our Repeat Prescription Service you will have to register and open an account.
   3. By accessing any part of this website, you shall be deemed to have accepted this legal notice in full. If you do not accept this legal notice in full, you must leave this website immediately.
   4. The Company may revise this legal notice at any time by updating this posting. You should check this website from time to time to review the current legal notice, because it is binding on you. Certain provisions of this legal notice may be superseded by expressly designated legal notices or terms located on particular pages at this website.

2. ORDERING YOUR REPEAT PRESCRIPTION

   1. Before you can request a repeat prescription through this website, you must be permanently registered with an NHS surgery.
   2. To request a repeat prescription you must first create an account by completing a Repeat Prescription Registration Form. Enter information about you, select your doctors surgery details, enter your medications exactly as they appear on your surgery re-ordering form, and select whether you wish to collect your medication from your local Health Plus Pharmacy or have the medication delivered to you.
   3. It is your responsibility to ensure that when requesting a repeat prescription through any correspondence with us, all information provided by you is accurate and true to the best of your knowledge and belief.
   4. Any information that you provide which is inaccurate (including but not limited to the spelling of the prescription medication requested) may result in the request being rejected.
   5. Once we have received your request, we will pass it to your nominated Health Plus Pharmacy. If the pharmacy verifies and approves the request, it will pass the request to your surgery for further verification and approval. Prescriptions are approved at the discretion of your surgery and the Company cannot guarantee that any prescription request made through this website will be accepted by your surgery.
   6. If your Repeat Prescription Registration is approved we will allocate you an Account ID upon the creation of your Repeat Prescription Account. This Account ID is unique just like you – so please include this in any correspondence you may send us.
   7. If your request is unable to be processed by the nominated Health Plus Pharmacy or the surgery, either the pharmacy or the surgery will endeavour to contact you by email or telephone within two working days.

3. COLLECTION OR DELIVERY OF YOUR MEDICATION

   1. If your request is approved by both the pharmacy and surgery, the surgery will endeavour to issue your repeat prescription in line with the NHS standard for GPs, that is, within two working days and the pharmacy will then endeavour to prepare your medication for collection at the pharmacy or, if you have selected the delivery option, we will deliver your medication to you within five working days of you submitting your request.
   2. If you have selected the delivery option, the nominated pharmacy will arrange to deliver your medication to your home address or to a delivery address that you specify within the delivery area specified on your Repeat Prescription Registration Form. You must ensure that you are present at the delivery address in order to sign for the prescription and provide valid photo identification to validate that you are the patient. If we (Health Plus Pharmacy) are unable to deliver your medication to you (for example, because you are not present at the delivery address), the medication will be returned to the pharmacy. Health Plus Pharmacy will endeavour to send you an email within 6 hours of failed delivery and will invite you to collect the medication from the pharmacy.
   3. Please note that as Health Plus Pharmacy is responsible for dispensing and delivering the medication, the Company is not responsible for a failure to make available for collection or to deliver medicines to the correct address or within a particular time frame.
   4. If you have any concerns in relation to your medication please contact the local Health Plus Pharmacy by telephone including in connection with:
      1. late or non delivery of medications;
      2. damaged medications or if the delivery appears to be incorrect;
      3. returns or cancellations of prescription products including those which you have decided you no longer wish to keep.

4. FREE SERVICE

   1. Our Health Plus Pharmacy Repeat Prescription Service is completely free. So no payment is required for the prescribed medicine on delivery or collection from the pharmacy.
   2. The delivery of your Repeat Prescription is free. Health Plus Pharmacy cover the cost of petrol and staff fees.

5. CHANGING DETAILS ON YOUR REPEAT PRESCRIPTION ACCOUNT

   1. If you need to update any details on your Health Plus Pharmacy Repeat Prescription Account, simply just contact your local Health Plus Pharmacy and notify us of your required changes and we will update your account.

6. CANCELLING YOUR REPEAT PRESCRIPTION ACCOUNT

   1. If you want to suspend your account, please email accounts and provide your account number, and state the reason for the suspension.

7. LICENCE

   1. You are permitted to print and download extracts from this website for your own use on the following basis:
      1. no documents or related graphics on this website are modified in any way;
      2. no graphics on this website are used separately from the corresponding text;  and
      3. the Company’s copyright and trade mark notices and this permission notice appear in all copies.
   2. Unless otherwise stated, the copyright and other intellectual property rights in all material on this website (including without limitation photographs and graphical images) are owned by the Company or its licensors. For the purposes of this legal notice, any use of extracts from this website other than in accordance with clause 7.1.1 for any purpose is prohibited. If you breach any of the terms in this legal notice, your permission to use this website automatically terminates and you must immediately destroy any downloaded or printed extracts from this website.
   3. Subject to clause 7.1.1, no part of this website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without the Company’s prior written permission.
   4. Any rights not expressly granted in these terms are reserved.

8. SERVICE ACCESS

   1. While the Company endeavours to ensure that this website is normally available 24 hours a day, the Company shall not be liable if for any reason this website is unavailable at any time or for any period.
   2. Access to this website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond the Company’s control.

9. VISITOR MATERIAL & CONDUCT

   1. You are prohibited from posting or transmitting to or from this website any material:
      1. that is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience; or
      2. for which you have not obtained all necessary licences and/or approvals; or
      3. which constitutes or encourages conduct that would be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law of or infringe the rights of any third party, in any country in the world; or
      4. which is technically harmful (including, without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data).
   2. You may not misuse this website (including, without limitation, by hacking).
   3. The Company shall fully co-operate with any law enforcement authorities or court order requesting or directing the Company to disclose the identity or locate anyone posting any material in breach of clause 9.1.1 or clause 9.2.

10. LINKS TO & FROM OTHER WEBSITES

    1. Links to third party websites on this website are provided solely for your convenience. If you use these links, you leave this website. The Company has not reviewed all of these third party websites and does not control and is not responsible for these websites or their content or availability. The Company therefore does not endorse or make any representations about them, or any material found there, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to this website, you do so entirely at your own risk.
    2. If you would like to link to this website, you may only do so on the basis that you link to, but do not replicate, the home page of this website, and subject to the following conditions:
       1. you do not remove, distort or otherwise alter the size or appearance of the Company logo;
       2. you do not create a frame or any other browser or border environment around this website;
       3. you do not in any way imply that the Company is endorsing any products or services other than its own;
       4. you do not misrepresent your relationship with the Company nor present any other false information about the Company;
       5. you do not otherwise use any Company trade marks displayed on this website without express written permission from the Company;
       6. you do not link from a website that is not owned by you; and
       7. your website does not contain content that is distasteful, offensive or controversial, infringes any intellectual property rights or other rights of any other person or otherwise does not comply with all applicable laws and regulations.
    3. The Company expressly reserves the right to revoke the right granted in clause 10.2 for breach of these terms and to take any action it deems appropriate.
    4. You shall fully indemnify the Company for any loss or damage suffered by the Company or any of its group companies for breach of clause 7.1.1 

11. DISCLAIMER

    1. Subject to clause 13, while the Company endeavours to ensure that the information on this website is correct, the Company does not warrant the accuracy and completeness of the material on this website. The Company may make changes to the material on this website, or, at any time without notice. The material on this website may be out of date, and the Company makes no commitment to update such material.
    2. Subject to clause 13, the material on this website is provided “as is”, without any conditions, warranties or other terms of any kind. Accordingly, to the maximum extent permitted by law, the Company provides you with this website on the basis that the Company excludes all representations, warranties, conditions and other terms (including, without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill) which, but for this legal notice, might have effect in relation to this website.

12. LIABILITY

    1. The Company is not liable for any failure by your surgery to prescribe or for the pharmacy to dispense the correct medicine as requested by you through this website. In such situations you must contact your surgery or the nominated pharmacy as appropriate.
    2. Subject to clause 13, the Company, any other party (whether or not involved in creating, producing, maintaining or delivering this website), and any of the Company’s group companies and the officers, directors, employees, shareholders or agents of any of them, exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party (including without limitation, any direct, indirect, punitive or consequential loss or damages, or any loss of income, profits, goodwill, data, contracts, use of money, or loss or damages arising from or connected in any way to business interruption, and whether in tort (including without limitation negligence), contract or otherwise) in connection with this website in any way or in connection with the use, inability to use or the results of use of this website, any websites linked to this website or the material on such websites, including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing this website or your downloading of any material from this website or any websites linked to this website.
    3. Nothing in this legal notice shall exclude or limit the Company’s liability for:
       1. death or personal injury caused by negligence fraud; or
       2. misrepresentation as to a fundamental matter; or
       3. any liability which cannot be excluded or limited under applicable law.
    4. If your use of material on this website results in the need for servicing, repair or correction of equipment, software or data, you assume all costs thereof.

13. YOUR RIGHTS AS A CONSUMER

    1. Nothing in this legal notice shall affect your statutory rights as a consumer.

14. DATA PROTECTION

    1. The Data Protection Act 1998 is designed to protect individuals about whom information is entered and stored on computer and other systems. Accordingly, it lays down strict standards of accuracy, relevance and care of such data including how it may be divulged. Any data about living individuals entered into this website directly or included in any message to the Company will be subject to the Data Protection Act 1998.
    2. Any information provided to the Company through this website will be held securely by the Company and will be disclosed only to pharmacy that you nominate and your surgery. All pharmacy staff including delivery staff are under a duty to keep any information provided by you via this website confidential.

15. NOTICES

    1. This Website is owned and operated by Health Plus Pharmacy.
       
       Health Plus Pharmacy is the trading name of Seren Plus Ltd.  Registered address Churchgate house, Church road, Cardiff, CF14 2DX.
       
       Company House: 07767695
       MHRA Site Number: 40635
       GPHC Registration: 1092601
       VAT: GB125263926
    2. All notices shall be delivered to the email address provided by you when registering with this website and any correspondence from you should be sent to:
       
       Health Plus Pharmacy,
       St Lukes Road, Pontnewynydd,
       Pontypool,
       Torfaen, NP4 6SU.

16. RIGHTS OF THIRD PARTIES

    1. The parties to these terms and conditions do not intend that any term of the contract will be enforceable by virtue of the Contracts Rights of Third Parties) Act 1999 by any person that is not a party to it.

17. SEVERANCE

    1. If any term or provision of these terms and conditions is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction such provision shall be severed and the remainder of the provisions hereof shall continue in full force and effect as if these terms and conditions had been agreed with the invalid, illegal or unenforceable provision eliminated.

18. CONFIDENTIALITY

    1. Any confidential information supplied by you is supplied in confidence and shall not be used by the Company for any purpose other than those permitted under these terms and conditions.
       
       For further information please read our Privacy Policy.

19. GOVERNING LAW AND JURISDICTION

    1. This legal notice shall be governed by and construed in accordance with English & Welsh law. Disputes arising in connection with this legal notice shall be subject to the exclusive jurisdiction of the English & Welsh courts.

1. THESE TERMS

   1. What these terms cover. These are the terms and conditions on which we supply products and/or services to you.
   2. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products and services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
   3. We ask that you read ALL the terms contained in this document, but your attention is drawn specifically to clause 2.5, which provides information about our third party partners who you may contract directly with; clause 5, which provides important information about Covid-19 test services, your responsibilities and the circumstances where we are not liable, and clause 12, which sets out the extent of our responsibility for loss or damage.
   4. We update these terms from time to time. Every time you want to place an order for our product or services or to use our website, please check these terms to ensure you understand the terms that apply at that time.
   5. There are other terms that may apply to you. There are other terms that may apply to you. Our Cancellation Policy sets out cancellation charges which may apply to you if you cancel your appointment with us. Our Privacy Policy explains how we may use your personal information. Our Cookie Policy sets out information about the cookies on our website. Please also ready these terms carefully so you understand them.

2. INFORMATION ABOUT US AND HOW TO CONTACT US

   1. Who we are. We are Health Plus Pharmacy a trading name of Seren Plus Ltd. MHRA site number 40635. GPHC registration 1092601. Registered address, Churchgate house, Church road, Cardiff, CF14 2DX. Registered in England & Wales. Company No. 07767695. VAT GB125263926.
   2. How to contact us. You can contact us by telephoning our Health Plus Pharmacy head office on 01495 762 291 or by emailing us at info@healthpluspharmacy.co.uk or send a letter to Health Plus Pharmacy, Customer Services, St Lukes Road, Pontnewynydd, Torfaen, Pontypool, NP4 6SU.
   3. How we may contact you. If we have to contact you we will do so by telephone, or by writing to you, at the email address or postal address you provided to us in your order.
   4. Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3. OUR CONTRACT WITH YOU

   1. How you can place your order. If you would like to order our products or services, you will need to complete the relevant order form on our website.
   2. How we will accept your order. Our acceptance of your order will take place when we email you to accept it. For example, where you have booked our in Clinic Covid-19 test services, we will email you the appointment confirmation. A contract will come into existence between you and us at this point, and not before.
   3. If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the relevant product or service. This might be because we are unable to provide you with Covid-19 test services at the location you have selected, the applicable law or regulation might have changed, the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the availability of our services, in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
   4. Acceptance of your order is conditional on you providing us with certain information about you, which may include your name, address, date of birth, contact details and your identification document number. Where we provide Covid-19 test services to you, we will ask you to confirm if you had any symptoms of Covid-19 in the preceding 14 days. If you do not provide us with the information we request during the order process, we may not be able to supply our products and/or services to you. For details of how we handle your personal data, please see clause 12 – how we may use your personal information.
   5. Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
   6. By placing your order, you declare and confirm (i) that you are 18 years of age or older; (ii) that you are purchasing our products or services in your own name, or, if you purchase on behalf of someone else, you have the required authority to do so and have provided us with information about the individual you are purchasing our products or services for; (iii) that you will not allow any other person to use the product and services under your name, nor will you, in using the product, services or our website, pretend you are someone else, or seek to disguise your identity; (iv) that you are only using the site, the product and the services for your own benefit and not for the purposes of providing services to others; and (v) all information that you provide is complete, accurate and not misleading in any way. We will not be responsible for supplying the products or services late or not supplying any part of them if this is caused by you not giving us the information we need.
   7. Our Clinics will be processing healthcare related data. By placing an order you consent to allow us and the Clinic to process your order. This means confidentially emailing your order confirmation, payment receipt, sending your results to you and contacting you by phone and email when necessary. For details of how we handle your personal data, please see clause 12 – how we may use your personal information.
   8. We only sell in certain territories. Our In-Clinic Covid-19 Testing Service and Covid-19 Home Testing Kits (for collection) are only available in our 3 branches (LLandaff, Grangetown & Pontypool).  Any online purchases of our Covid-19 Home Testing Kits taking advantage of our Free Delivery Service is only available for UK customers . Please also see clause 5.3 in relation to any travel requirements.
   9. No re-sale or distribution. The products sold on our website are not for re-sale or distribution. We reserve the right to cancel orders and/or suspend accounts where we believe products are being ordered in breach of this provision.

4. OUR PRODUCTS AND SERVICES

   1. Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
   2. Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

5. COVID TEST SERVICES

   1. If we provide Covid-19 test services to you. If we have accepted your order for an in-Clinic appointment, you will be able to attend our Clinic to receive our Covid-19 test services on the date you select during the order process on our website, unless you have made changes to your order under clause 7 or circumstance outside or our control arise (please see clause 6.3).
   2. Test Results & Certificates. We will use all reasonable efforts to provide the results for your Covid-19 tests to you within the timescales specified on our website for the relevant service. We are not responsible for any delay caused by circumstances outside our control (please see clause 6.3). We will use all reasonable efforts to ensure that the results of your Covid-19 test are correct, but you are responsible for checking that your test certificate contains correct information and details, such as the correct date of the test, that the certificate is issued for the correct type of test, all your personal details are correct and up to date and any other relevant details. If you discover that your certificate contains an error, please contact us immediately.

   3. Travel. If you intend to use the test results as a way of satisfying the requirement of any airline or any entry/exit requirements of a country for a negative Covid-19 test result prior to travelling, please ensure that you have checked the relevant airline’s or country’s requirements. Where possible, we will indicate on our website if our test services or results are not suitable in a particular territory, but due to the constantly changing rules and regulations, we do not accept liability for any loss or damage due to our test services or results not being suitable for your specific purpose. You are solely responsible for assessing suitability of the testing services and results of you Covid-19 travel test in satisfying any such requirements.

      • You are solely responsible for ensuring that you book a suitable time slot for your appointment to give you sufficient time to take the test and receive test results before your travel.
   4. Please note, that in providing you with Covid-19 test services, we do not provide any medical advice in relation to your test results. If you have any medical questions in relation to your test results, we recommend that you consult your doctor or another appropriate medical professional.
   5. We, our Clinics and other partners may be legally required to share certain information about you in relation to your test with Public Health England and other government organisations. Such information may include your test results and your personal data. For details of how we handle your personal data, please see clause 13 – how we may use your personal information.
   6. Where we provide you with Covid-19 test services, even though we strive to achieve the highest quality of test analysis and adhere to best industry standards and practices, due to the nature of the tests being performed we cannot guarantee the absolute accuracy of the test and there might be rare circumstances where the result might show a false positive or false negative. We do not accept any liability for any inaccuracies of the tests and their consequences, unless we are at fault (see clause 10.12). Accordingly, you acknowledge and agree that: (i) the Covid-19 tests provide only an indication of a positive or negative reaction; (ii) for the Covid-19 tests, as with all screening tests, in a certain number of cases there can be incidences of false-positive and false-negative results; (iii) that the Covid-19 test kit may not be effective for mutations of the virus.

6. PROVIDING THE PRODUCTS AND SERVICES

   1. Delivery costs for products. The costs of delivery will be as displayed to you on our website.
   2. When we will provide the products. During the order process we will let you know when we will provide the products to you. We use all reasonable efforts to dispatch your product in accordance with the estimated timeframe stated on our website and in our order acceptance email however delivery times may vary Delivery dates advised by us are approximate and we will not be liable for any loss or damage due to our failure to meet scheduled delivery dates or for failure to give notice of delay.
   3. We are not responsible for delays outside our control. If our supply of the products and/or services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

   4. Reasons we may suspend or end the supply of products or services to you.

      We may have to suspend the supply of a product or services:

      • To deal with technical problems or make minor technical changes;
      • If there are changes in relevant laws and regulatory requirements which affect our products or services;
      • To make changes to the product or services as requested by you or notified by us to you (see clauses 7 and 8);
      • If you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products or services;
      • In the circumstances outside of our control (see clause 6.3); or
      • Where we provide you with Covid-19 test services, if one of our Health Plus Pharmacy clinics you have booked your test, stops operating, or offering the particular type of test you have ordered.
   5. Your rights if we suspend or end the supply of products. Where possible, we will contact you in advance to tell you we will be suspending supply of the product or service, unless the problem is urgent or an emergency. If we have to suspend the provision of Covid-19 test services at a particular clinic, we will use reasonable efforts to reschedule your test or rebook it at an alternative clinic. You may contact us to end the contract for a product or service if we suspend or end its supply, or tell you we are going to suspend or end it, in each case for a period of more than 1 month and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

7. YOUR RIGHTS TO MAKE CHANGES

   1. You can make changes to the Covid-19 test services you have booked with us at any time prior to your appointment by contacting us. Subject to availability, changes you can make include your chosen Clinic, time and date of appointment. You can put your appointment “on hold”, which means that we will credit your account and allow you to rebook the appointment free of charge at a later date within a period of 12 months from your original appointment.
   2. If you wish to make any other changes, which are not set out in 5.1 above, to the product or services you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product or services, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 6.5 – Your rights if we suspend or end the supply of products).

8. OUR RIGHTS TO MAKE CHANGES

   1. Changes to the products and services. We may change the product or services:

      • to reflect changes in relevant laws and regulatory requirements; and
      • to implement minor technical adjustments and improvements. These changes will not affect your use of the product.

9. PRICE AND PAYMENT

   1. Where to find the price for the product and services. The price of the relevant product and services (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product and services advised to you is correct. We reserve the right, however, to change prices at any time without notice to you (save that any changes will not affect orders in respect of which we have sent you an order acceptance email).

   2. What happens if we got the price wrong. It is always possible that, despite our best efforts, the price shown on the checkout page is wrong. We will normally check prices before accepting your order so that, where the correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.

      • If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products or services provided to you.
      • If you think the price at checkout is wrong please contact us promptly to let us know.

   3. When you must pay and how you must pay. You can pay for our products and services online on our website. Emergency appointments can be paid for either online on our website or in Clinic.

      • We accept payment by any major credit or debit card. You must pay for the products before we dispatch them or before we start providing you with our services. Payment may be debited and cleared from your account before the dispatch of the products you ordered or before we start providing you the services.
      • You confirm that the credit, debit card that is being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us we will not be liable to you for any delay or non-delivery.
      • If your credit or debit card payment is not processed successfully for any reason, we reserve the right to reattempt to process payment within 48 hours. In the event that the payment is still unsuccessful, we will give you at least 48 hours’ notice in advance of any further reattempt to process payment by sending an email to the email address you have provided to us. If you do not want us to reattempt to process payment, you must cancel your order in advance.

10. CANCELLATIONS, RETURNS AND REFUNDS

    1. How to tell us about problems. If you have any questions or complaints about the product, please contact us.

    2. Your legal rights. We are under a legal duty to supply products and services that are in conformity with this contract. Nothing in these terms will affect your legal rights.

       • For more information about your other legal rights, please visit the UK Government’s website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
    3. Exercising your right to change your mind if you have booked Covid-19 test services. We understand that circumstances may change and you may wish to cancel your appointment for a test you have booked with us. If you have booked Covid-19 test services with us, you have a right to change your mind within 14 days of the date of our email accepting your order. However, if we have started to supply services to you, the amount of the refund you receive may be reduced by the value of services provided up until the time you tell us that you have changed your mind. Please note that cancellation charges set out in clause 10.4 (below) may apply.

    4. Cancellation charges if you have booked an appointment for Covid-19 test services. We have put in place a Cancellation Policy. Please read the Cancellation Policy carefully as it sets out cancellation charges which may apply to you if you cancel your appointment.

       We believe our cancellation policy is fair to compensate us for the losses we may suffer if you cancel your appointment late. This is because when you book your appointment with us, you are holding a space on our calendar that is no longer available to our other customers.

    5. If the product you have bought is faulty. If you believe that the product is faulty, please contact us as soon as possible after discovering the fault and we will advise what to do next.
    6. Your obligation to return rejected products. If you wish to exercise your legal rights to reject products, please contact us as soon as possible and we will advise what to do next.

    7. Exercising your right to change your mind if you purchased a product. Where you have purchased the product as a consumer (i.e. for private use as opposed to business use), please note that you are entitled to cancel any contract completed with us within 14 days from the day on which you acquire physical possession of the product.

       • All products must be returned unused and in the original packaging as they were in when received by you. Please ensure that when you receive a product that you take reasonable care of it when inspecting it, such as please ensure that any security seals or tags are still intact.
       • You do not have a right to change your mind once the product has been unsealed after you receive it.
       • This clause does not apply if you have booked Covid-19 test services (please see clauses 10.3 and 10.4).
    8. How we will refund you. We will refund you the price you paid for the product/service, by the method you used for payment. However, we may make deductions from the price, as described below.
    9. Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind, we may reduce your refund of the price (excluding delivery costs) if the product is damaged and we reasonably believe that the damage has been caused by you. If we refund you the price paid before we are able to inspect the goods and later discover a damage which has been caused by you, you must pay us an appropriate amount.
    10. Your right to end the contract if we are at fault. You have a right to end the contract with us and receive a refund because of something we have done wrong (where we do not perform the contract with reasonable care and skill or within the time period specified in our website, or, if no particular timescale is specified, within a reasonable time).
    11. When your refund will be made. Please contact us if you believe that you are entitled to a refund. If you are entitled to a refund for products or services you have purchased with us, we will make the refund within 5 – 10 working days.

11. USE OF WEBSITE

    1. We may make changes to our site. We may update and change our site from time to time to reflect changes to our products, our users’ needs and our business priorities.

    2. We may suspend or withdraw our site. Our site is made available free of charge. We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

       • You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

    3. How you may use material on our site.

       • We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
       • You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.
       • You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
       • Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged.
       • You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
       • If you print off, copy or download any part of our site in breach of these terms, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materialsyou have made.

    4. Do not rely on information on this site.

       • The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.
       • Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.

    5. We are not responsible for websites we link to.

       • Where our site contains links to other sites, services and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.
       • We have no control over the contents of those sites, services or resources.

    6. We are not responsible for viruses and you must not introduce them.

       • We do not guarantee that our site will be secure or free from bugs or viruses.
       • You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.
       • You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

    7. Rules about linking to our site.

       • You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
       • You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
       • You must not establish a link to our site in any website that is not owned by you.
       • Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.
       • We reserve the right to withdraw linking permission without notice.

12. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

    1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. It is important to point out that everybody’s personal circumstances are different. As a result, we cannot be expected to know what your specific circumstances are unless we are told in writing prior to the contract being formed.
    2. If you intend to use our Covid-19 test services to satisfy your travel requirements, we recommend that you have obtained suitable travel insurance for your trip.
    3. We are not responsible to you for any loss or damage caused by your act, omission or other failure to follow instructions or advice we have provided to you in relation to a Covid-19 test.
    4. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products.
    5. We are not liable for business losses. We only supply the products and services and provide our website for domestic and private use. If you use the products, services or website for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13. HOW WE MAY USE YOUR PERSONAL INFORMATION

    1. How we may use your personal information. We will only use your personal information as set out in our Privacy Policy.

14. OTHER IMPORTANT TERMS

    1. We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.
    2. You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
    3. Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
    4. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    5. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English & Welsh law and you can bring legal proceedings in respect of the products in the English & Welsh courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English & Welsh courts.