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Terms of service

 

1. Introduction

This Terms and Conditions Agreement (the “Agreement”) constitutes a legal contract between Medi Labs Ltd, a company incorporated and registered in the United Kingdom, having its principal place of business at Highland House, 165 The Broadway, Wimbledon, London SW19 1NE ("Medi Labs", "we", "our", "us") and the customer ("you", "your"), who engages with Medi Labs' services. By placing an order for any of our testing services, you confirm your acceptance of and agreement to be bound by these Terms and Conditions, which govern the provision of services. The purpose of this Agreement is to outline the rights and obligations of both parties, including the scope of services provided by Medi Labs, the customer’s responsibilities, and the terms under which these services are delivered. It is understood that Medi Labs offers non-emergency testing services focused on general wellbeing, health monitoring, and preventive care, and is not responsible for diagnosing or treating acute medical conditions or emergencies.


2. Service Contract

By purchasing services from Medi Labs, you enter into a binding contractual relationship with us. This contract governs the provision of testing services, including any related consultation or support, in exchange for the agreed-upon payment. The specific services to be provided are detailed in the service descriptions at the time of purchase, which form part of this Agreement. You, as the customer, agree to provide all required information, adhere to the instructions provided with any home testing kits, and cooperate fully with Medi Labs to ensure the successful delivery of services. In turn, Medi Labs agrees to perform the services with due care and in accordance with applicable industry standards, ensuring the accuracy and reliability of the testing procedures. This Agreement becomes effective upon your order confirmation and extends until the services are fully performed and all obligations have been met by both parties.


3. Scope of Service

Medi Labs offers a range of non-urgent testing services designed to support your overall health and wellbeing. These services are intended for monitoring, preventive health measures, and general health assessments. They do not extend to the diagnosis, treatment, or management of emergency medical conditions. If you are experiencing an urgent or acute medical issue, we strongly advise you to seek immediate medical attention through appropriate healthcare channels. Medi Labs expressly excludes any responsibility for emergencies or conditions requiring urgent physical examination or medical intervention. The services provided by Medi Labs are limited to those explicitly described at the time of purchase, and we will not be liable for services beyond the scope outlined in this Agreement. If additional services are required, they will be subject to a separate agreement.


4. Home Testing Kits

Medi Labs provides customers with home testing kits designed to facilitate testing in the comfort of your own home. These kits come with detailed, easy-to-follow instructions to ensure the proper collection and submission of samples. It is your responsibility to carefully read and follow all instructions provided with the testing kit, as failure to do so may result in inaccurate test results. Medi Labs takes all reasonable steps to ensure that testing procedures are carried out with care, skill, and professionalism. However, we cannot be held responsible for errors arising from the improper handling or use of the testing kits. Should you encounter any issues or require assistance during the testing process, you are encouraged to contact Medi Labs’ customer support team at Customerenquiries@medilabslondon.com. We are committed to providing guidance and support to ensure the best possible outcome from the testing service.


5. Required Customer Information

To facilitate the delivery of our services, Medi Labs requires certain personal information from you. The information we collect may include, but is not limited to, your full name, contact details (such as your phone number and email address), registration number (where applicable), delivery address, and any other relevant demographic or health-related details necessary to provide the testing service. You agree to provide accurate, complete, and up-to-date information when placing an order or using our services. It is your responsibility to promptly update Medi Labs with any changes to the provided information. If inaccurate or incomplete information is provided, Medi Labs reserves the right to suspend or delay the provision of services. Furthermore, you acknowledge that the provision of accurate information is essential for ensuring the correct performance of testing services and the delivery of results in a timely manner.


6. Results, Personal Data, and Health Authorities

Medi Labs is committed to protecting the privacy and confidentiality of your test results and personal data. However, there are circumstances where we may be legally required to disclose your information to relevant Health Authorities. These disclosures are made strictly in compliance with applicable laws, including public health reporting and legal or regulatory obligations.

  • Medi Labs may share test results and personal data with Health Authorities when legally required.

  • Such disclosures will only include information necessary to fulfill legal obligations.

  • Medi Labs will ensure that all disclosures are in full compliance with applicable data protection laws and regulations.

We will take all reasonable steps to safeguard your data during these disclosures, ensuring that only the necessary information is shared.


7. Data Privacy and Protection

Medi Labs is fully committed to safeguarding your personal data in accordance with data protection laws. The personal data we collect, store, and process is limited to what is necessary for providing our testing services, fulfilling our contractual obligations, and complying with legal or regulatory requirements.

  • Types of personal data collected: Includes your name, contact details, health information, and test results.

  • Data processing: Personal data is processed only for fulfilling the terms of the contract or complying with legal obligations.

  • Customer rights: You have the right to access, correct, or delete your personal data at any time.

  • Withdrawal of consent: You may withdraw consent for data processing at any time, subject to legal requirements.

Data is stored securely on controlled systems, and Medi Labs employs appropriate technical and organizational measures to protect it from unauthorized access.


8. Inconclusive Results and Retesting

In the rare event that your test result is inconclusive, Medi Labs will take reasonable steps to resolve the issue. If the inconclusive result is due to an error or oversight on our part, we will offer you a free replacement test at no additional cost. However, if the issue arises due to customer error (e.g., failure to follow instructions), you may be required to retake the test at your own expense.

  • If the fault is with Medi Labs, a free replacement test will be offered.

  • If the fault lies with the customer (e.g., incorrect use of the home testing kit), the customer may be required to purchase a new test.

Medi Labs is committed to providing accurate and reliable test results and will assist you in resolving any issues related to inconclusive results.


9. Refund Policy

You have the right to cancel your contract with Medi Labs within 14 days of placing your order, as long as no services have been fully provided. If services have been partially rendered, the refund will be reduced accordingly.

  • Cancellation within 14 days: Full refund, minus any services already provided.

  • Partial service provided: Refund will be reduced in proportion to the services rendered.

  • Refund request: To request a refund, you must submit a cancellation notice via email to Customerenquiries@medilabslondon.com, including your order number, full name, and contact information.

Refunds will also be granted if services were not performed with reasonable care or within the agreed timeframe. Under consumer law, you retain the right to seek damages if services were performed negligently or in breach of contract.


10. Consumer Rights

This Agreement does not affect your statutory rights as a consumer under applicable law. You retain the right to seek remedies for any breach of contract or negligence that may arise during the provision of services.

  • Statutory rights: This policy does not waive any rights granted to you by law, including the right to seek damages for negligence or breach of contract.

  • Additional remedies: You are entitled to seek other legal remedies available to you, including those related to service performance or negligence.

Medi Labs is committed to ensuring that your rights are protected and that you are treated fairly in accordance with consumer protection laws.


11. Data Use and Sharing

Medi Labs is committed to ensuring that your personal data is used exclusively for the purposes of performing the contract, fulfilling legitimate business interests, and complying with legal obligations, particularly in relation to health reporting. Your personal data may be shared with third parties such as Health Authorities when required by law, but only to the extent necessary for compliance with these legal obligations.

  • Health reporting: Personal data may be shared with relevant authorities when required for public health or legal purposes.

  • Use for service performance: Personal data is used solely for performing the services outlined in the contract or as required for Medi Labs' legitimate interests.

Medi Labs ensures that any data sharing complies with all applicable data protection regulations, ensuring your privacy and confidentiality.


12. Data Withdrawal and Consent

You have the right to withdraw your consent for the processing of personal data at any time. If you wish to withdraw consent, you may do so by submitting a request to Medi Labs via email at Customerenquiries@medilabslondon.com. Upon receipt of your withdrawal request, Medi Labs will cease processing your personal data unless legally required to continue processing under applicable laws.

Your withdrawal will not affect the legality of any data processing conducted prior to your request. However, withdrawal may affect our ability to provide certain services, as personal data is essential for performing testing services.


13. Health Data Processing

Medi Labs processes sensitive health data only under strict legal grounds, including explicit consent, public interest, medical diagnostic purposes, and when required by law. The processing of such data is done with the highest regard for privacy and compliance with relevant health regulations.

  • Explicit consent: Health data is processed based on your explicit consent for specific purposes such as medical diagnostics.

  • Legal compliance: Health data may also be processed to comply with regulatory requirements, including mandatory health reporting.

Medi Labs ensures that all health data is handled with care, and only the minimum necessary information is processed for the intended purposes.


14. Security of Personal Data

Medi Labs takes the security of your personal data very seriously. We employ a range of technical and organizational measures to protect your data from unauthorized access, loss, or damage. Personal data is securely stored and managed on controlled systems, such as Microsoft Azure, which provides high levels of data security.

  • Storage: Personal data is stored securely using industry-standard security systems.

  • Protection measures: Medi Labs employs encryption, secure access controls, and regular security audits to safeguard your data.

We continuously monitor and enhance our security practices to ensure the protection of your personal data.


15. Use of Aggregated Data

Medi Labs may use aggregated, anonymized data for research, development, and analytical purposes. This data is collected in a way that ensures no personally identifiable information is included, thereby protecting your privacy.

  • Anonymized data: The aggregated data does not contain any personally identifiable information.

  • Research and development: Medi Labs may use this data to improve services or for internal business analysis.

We will never use any personally identifiable data for these purposes without your explicit consent.


16. Marketing Communications

Medi Labs will not use your personal data for marketing purposes unless you have specifically opted in to receive such communications. You may choose to receive promotional materials, newsletters, or other marketing content by providing your consent.

  • Opt-in requirement: Personal data will only be used for marketing purposes with your explicit consent.

  • Withdrawal of consent: You may withdraw consent for marketing communications at any time by following the opt-out instructions provided in each communication.

Medi Labs ensures that you retain control over how your personal data is used for marketing purposes.


17. Governing Law and Jurisdiction

These terms and conditions are governed by the laws of the jurisdiction in which the services are provided. Any disputes arising out of or in connection with these terms will be resolved in the courts of the relevant jurisdiction. By agreeing to these terms, you consent to the jurisdiction of these courts.


18. Medical Opinions

Medi Labs provides testing services based on professional medical standards. However, differing clinical opinions regarding test results do not necessarily indicate a defect in the service, provided the opinions are reasonably held by qualified professionals.

  • Clinical opinions: Variations in medical opinions are common and do not necessarily indicate errors in service.

We ensure that our services are performed with the utmost care and professionalism, in line with medical guidelines.


19. Prohibited Behavior

Medi Labs reserves the right to refuse service to any customer engaging in inappropriate or offensive behavior. This includes, but is not limited to, verbal abuse, threats, or any form of harassment towards staff or other customers.

  • Offensive behavior: Any form of abuse or harassment will not be tolerated.

  • Consequences: Customers found engaging in such behavior may be subject to termination of services and potential legal action.

We strive to maintain a respectful and professional environment for both our staff and customers.

20. Limitation of Liability

Medi Labs’ liability is limited to the amount paid by the customer for the testing services provided. Medi Labs is not liable for indirect, consequential, or incidental damages, including those arising from third-party actions or customer misuse of services.

  • Exclusions: Medi Labs is not liable for damages caused by third-party actions or improper use of services.

  • Liability cap: The maximum liability is limited to the amount paid for the specific service provided.

Customers acknowledge and accept these limitations when using Medi Labs' services.


21. Changes to Terms

Medi Labs reserves the right to update or modify these terms and conditions at any time. Any changes will be communicated to customers via the contact details provided. Continued use of the services after such changes constitutes acceptance of the new terms.

  • Notification: Customers will be informed of any changes via email or other appropriate means.

  • Acceptance: By continuing to use our services, you accept the updated terms.

These updates will be effective from the date of notification.


22. Contact Information

For any questions, cancellation requests, or further information regarding these terms, you may contact Medi Labs through the following channels:

  • Email: customerenquiries@medilabslondon.com

Our customer support team is available to assist you with any inquiries related to our services or these terms.