1. These terms
1.1. What these terms cover. These are the terms and conditions on which we supply testing kits and clinical testing services to you.
1.2. 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 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.
2. Information about us and how to contact us
2.1. Who we are. We are Better 2 Know Limited a company registered in England and Wales. Our company registration number is 07509860 and our registered office is at 1 Kirkby Lonsdale Business Park, Kendal Road, Kirkby Lonsdale, Carnforth, England, LA6 2GT. Our registered VAT number is 343 4682 94.
2.2. How to contact us. You can contact us by telephoning our customer service team on 020 7099 0955 or by writing to us at info@better2know.com and 1 Kirkby Lonsdale Business Park, Kendal Road, Kirkby Lonsdale, Carnforth, England, LA6 2GT.
2.3. 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.
2.4. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
3. Our contract with you
3.1. How we will accept your order
3.1.1. Orders for testing kits placed online or by telephone. Our acceptance of your order will take place when we email you or send you a text message to accept it, at which point a contract will come into existence between you and us.
3.1.2. Orders for clinic appointments or the everywhere service placed online or by telephone. Once an appointment has been made for you at a time, date and location that you have indicated is convenient for you, we will send you an email or text message to confirm. Our acceptance of your order will take place when we send you this confirmation, at which point a contract will come into existence between you and us.
Please note that if you have placed orders for more than one service, they will each be confirmed by separate email or text message and so any confirmation that you receive will only relate to the services specifically referred to in that message.
3.2. 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 services. This might be because testing kits are out of stock, because of limits in the capacity of the laboratories that carry out analysis, or because we have identified an error in the price or description of the product.
3.3. Geographical restrictions. Our website is intended solely for the promotion of our products in the UK. We do not have to accept orders for addresses outside the UK.
4. Your rights to make changes
If you wish to make a change to the 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 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 9 - Your rights to end the contract). Our policy on changes to appointments is set out in clause 6.
5. Sending testing kits to you and return of samples
5.1. Delivery costs. The cost of delivering testing kits to you will be included in the price displayed on our website or quoted to you on the telephone. We will use Royal Mail standard first class service, unless during the order process you opt to use Royal Mail Special Delivery (or equivalent), for which the additional charges described in the order process will apply. Please note that this option is not available for all of testing services that we offer.
5.2. Costs of returning samples. The price displayed on our website or quoted to you on the telephone will also include the provision of a pre-paid Royal Mail "Tracked 24 hours" service envelope (or equivalent).
5.3. Return of samples. When returning samples to us using Royal Mail "Tracked 24 hours" service (or other tracked or priority services) you must follow the instructions issued by Royal Mail (or other relevant carrier) for using such a service. This may include using the appropriate labelling or packaging, and/or placing the packing in a specified type of postbox. If you do not follow such instructions, the return of your sample to the testing laboratory maybe delayed.
5.4. When we will send you the testing kits. We will deliver testing kits to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.
5.5. Time of delivery of testing kits and return of samples:
5.5.1. The time taken for:
5.5.1.1. the delivery to you of home testing kits; and
5.5.1.2. the return of samples to the testing laboratory (whether you used a home testing kit, or had a test at a clinic or through the everywhere service),
may be affected by factors beyond our control. We are not responsible for any delay in transportation of your home testing kit or sample, which includes but is not limited any delay whilst the testing kit or samples are being transported by Royal Mail or other carrier (even if a tracked or other guaranteed delivery service has been used). You must allow extra time for deliveries to and from the Scottish Highlands and Islands. See also clause 8.2.
5.5.2. You must return samples to us within 6 months of the date on which you purchase the testing kit.
5.6. Changes to carrier. We reserve the right to change the carrier and type of service used in relation to both despatch of testing kits and return of samples to a broadly equivalent alternative if we think that such a change can be made without adversely affecting the services that we provide.
5.7. If you are not at home when testing kits are delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, you will need to rearrange delivery or collect the products from a local depot. If you do not take delivery of the testing kit within a reasonable period of the first attempt to deliver it to you, it may be returned to us and you will be responsible for re-arranging delivery of the testing kit at your sole expense.
6. Re-arranging an appointment for a test at a clinic or as part of the everywhere service.
6.1. If we need to change an appointment time. We will use our reasonable endeavours to collect samples from you at the time, date and location arranged. In the unlikely event that we need to re-arrange the appointment with you, we will give you as much notice as we are reasonably able in the circumstances. You will be offered alternative times and/or locations for the collection of samples, but if a mutually convenient appointment cannot be made, you may end the contract between us, and we will refund the amount that you have paid for the services in question.
6.2. If you want to change an appointment time. If you want to change the time, date or place of an appointment, please try to give us as much advance notice as you can in the circumstances. If you give us more than 48 hours' notice before the time agreed for your test, then we will re-arrange your appointment without charge. If you give us 48 hours' notice or less before the time agreed for your test (or fail to attend an appointment without giving notice at all), then we may charge you an administration fee of £50. If you want to rearrange your appointment after your appointment time has passed, we are not obligated to do so unless you pay the full fee again. If you rearrange an appointment, and then you want to cancel or you do not attend, then we may deduct the full fee in respect of costs incurred in arranging and re-arranging the appointment.
7. Provision of testing services
7.1. Provision of information. When you place your order, we may ask you for information relevant to the incubation period of the conditions for which you want to be tested. It is your responsibility to ensure that you provide the correct information. If you do not provide the correct information, this could mean that the result of the test is not accurate. If you do not provide us with the correct information, then:
7.1.1. if you subsequently change your mind about having the test, please see clauses 9.3 to 9.6 about your right to do so;
7.1.2. if you attend a clinic appointment, but the clinic refuses to perform the test because of your failure to provide accurate information, you will be charged £125.00 and we will not have any further obligation to provide you with a repeat test or appointment.
7.2. Consent to testing. If you book an appointment for a test at a clinic or through the everywhere service, you are consenting to the sample collection procedure associated with that test and the performance of the associated clinical analysis in any laboratory that we chose. All of our laboratories are UKAS accredited. The accreditation is available on request. If an event occurs which might put anyone handling your sample at risk (for example, a needle stick injury) you also consent to us testing your sample for HIV and other pathogens. You further consent that the results of any such additional tests undertaken may be shared so as to ensure anyone affected can receive appropriate advice and treatment.
7.3. Medical emergency. If you book an appointment for a test at a clinic or through the everywhere service, and you suffer a medical emergency such as fainting, then we could call the emergency services and, if we do so, we would need to disclose to them such details as they request about the circumstances. By booking the test you consent to such disclosure.
7.4. Withdrawing consent. If you want to withdraw any of the consents set out in clauses 7.1 or 7.3, please see clauses 9.3 to 9.6 which set out your right to change your mind about the services, or clause 9.7 which would apply if you wanted to end the contract between us but do not have that right.
7.5. Right to refuse to process. We reserve the right to refuse to process a testing kit returned to us for processing if it is received by our laboratory more than 6 months after the date of dispatch.
8. Provision of test results
8.1. We are not responsible for delays outside our control. If the provision of test results is delayed by an event outside our control then we will take reasonable steps to minimise the effect of the delay. Provided we do this we will not be liable for any cost, expense or other loss or damage that you might suffer as a result of any delay 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 services you have paid for but not received.
8.2. Dates given are estimates only. Subject to clause 8.3, any dates given on our website, over the telephone, or in the order confirmation, are only an estimate of when your testing kit will arrive or when your test results could be received. Provided that we comply with our obligations under clause 8.1, we will not be liable for any cost, expense or other loss or damage that you might suffer as a result of delay.
8.3. Covid 19 Priority Service. Where you have paid for the Covid 19 Priority Service, if you do not receive your results within 24 hours of your sample having arrived at our laboratory, then we will refund you the price that you have paid for that service. Where you do not receive your results within that 24 hour timescale due to reasons outside of our control, and we comply with our obligations under clause 8.1, we will not be liable for any cost, expense or other loss or damage that you might suffer as a result of delay.
8.4. Accuracy of test results depends on proper use of testing kits. You accept that it is your responsibility to comply with all instructions included within a testing kit. If you fail to follow the instructions as to how to use the kit, the test result might not be accurate. You must also provide a sufficient sample for testing in line with the instructions provided. If you fail to provide a sufficient sample, we are not obliged to provide a replacement kit to you, and if you wanted to repeat the test you would have to purchase a new kit.
8.5. We may suspend supply if you do not pay. If you do not pay us for the services when you are supposed to (see clause 12.4) we may suspend supply of the services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the services.
9. Your rights to end the contract
9.1. You can end your contract with us. Your rights when you end the contract will depend on matters such as what you have bought, whether there is anything wrong with what we supply to you, and when you decide to end the contract:
9.1.1. If we want to change an appointment and it is not possible to arrange a mutually convenient time. See clause 6.1.
9.1.2. If we supply something that is faulty, or something has been misdescribed you may have a legal right to end the contract. See clause 11.2;
9.1.3. If you want to end the contract because of something we have done or have told you we are going to do, see clause 9.2;
9.1.4. If you have just changed your mind about the product, see clause 9.3 to 9.6. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions;
9.1.5. In all other cases (if we are not at fault and there is no right to change your mind), see clause 9.7.
9.2. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 9.2.1 to 9.2.4 below, the contract will end immediately and we will refund you in full for any services which have not been provided. In some circumstances you may also be entitled to compensation. The reasons are:
9.2.1. we have told you about an error in the price or description of the services you have ordered and you do not wish to proceed;
9.2.2. there is a risk that supply of the services may be significantly delayed because of events outside our control;
9.2.3. we have suspended supply of the services for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than one month; or
9.2.4. you have a legal right to end the contract because of something we have done wrong.
9.3. Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most goods and services bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, and how to exercise them, are explained in more detail below.
9.4. Your right to change your mind: testing kits. Where you order a testing kit from us we will not refund the following if you change your mind, if we have already prepared or dispatched the kit:
9.4.1. Sexual health testing kits, the sum of £15.00;
9.4.2. Covid-19 PCR testing kits, the sum of £50. This is because parts of the testing kits are personalised to you.
9.4.3 Covid Lateral Flow testing kits, the sum of £10, except if the kit was sold as "non-refundable" in which case no refund is due.
9.5. Your right to change your mind: testing services. You do not have the right to change your mind and receive a refund in respect of services that have been completed, even if the cancellation period is still running.
9.6. How long do I have to change my mind? How long you have depends on what you have ordered.
9.6.1. If you have ordered testing services but not a testing kit (for example, you have booked a test in a clinic, or using our everywhere service), you have 14 days after the day we email you to confirm we accept your order.
9.6.2. If you have ordered a testing kit, you have a period of 14 days starting the day after you (or someone you nominate) receives the testing kit to change your mind, unless what you have ordered is split into several deliveries over different days, in which case the 14 day period starts the day after you (or someone you nominate) receives the last delivery. You are responsible for the cost of returning the goods.
In either case, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind – see clause 10.5.2 for further information about cancelled appointments.
9.7. Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind, you can still end the contract before it is completed, but you may have to pay us compensation. A contract for testing services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault, contact us to let us know. The contract will end immediately and we will refund any sums paid by you for services (and, if applicable, testing kits) not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract. This could include the cost of any testing kit supplied, the cost of any appointment that you may have made or attended at a clinic or as part of a everywhere service, and/or the cost of analysis of your samples.
10. How to end the contract with us (including if you have changed your mind)
10.1. Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
10.1.1. Phone or email. Call customer services on 020 7099 0955 or email us at info@better2know.com Please provide your name, PIN number, home address, details of the order and, where available, your phone number and email address.
10.1.2. Online. Complete this form and email it to us.
10.1.3. By post. Print off this form and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
10.2. Returning testing kits after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must post them back to us at 1 Kirkby Lonsdale Business Park, Kendal Road, Kirkby Lonsdale, Carnforth, England, LA6 2GT. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
10.3. When we will pay the costs of return. We will pay the costs of return:
10.3.1. if the testing kits are faulty or misdescribed;
10.3.2. if you are ending the contract because we have told you of an upcoming change to the services or these terms, an error in pricing or description, a delay due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
10.4. How we will refund you. Where we pay a refund, we will do so by the method you used for payment. However, we may make deductions from the price, as described below.
10.5. Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
10.5.1. We may make a deduction in respect of testing kits as set out in clause 9.4.
10.5.2. We may deduct from any refund an amount for the supply of services up to the time when you told us you had changed your mind. The deduction will reflect the proportion of the services that we had performed. Where you had made an appointment for a test at a clinic or through the everywhere service, if you tell us that you have changed your mind more than 48 hours' before the time agreed for your test, then we may deduct £50 for the services that we have provided in arranging the appointment. If you give us 48 hours' notice or less before the time agreed for your test, then we may deduct the full fee in respect of costs incurred in arranging the appointment. If you book your appointment fewer than 48 hours in advance, then we may deduct the full fee in respect of costs incurred in arranging the appointment.
10.5.3. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a testing kit via standard royal mail first class at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
10.6. When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
10.6.1. Where we have sent you a testing kit and you change your mind before using it, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 10.1.
10.6.2. In all other cases, your refund will be made by us within 14 days of your telling us you have changed your mind
11. If there is a problem
11.1. How to tell us about problems. If you have any questions or complaints about a testing kit or the services we provide, please contact us. You can telephone our patient service team at 020 7099 0955 or write to us at info@better2know.com 1 Kirkby Lonsdale Business Park, Kendal Road, Kirkby Lonsdale, Carnforth, England, LA6 2GT
11.2. Your legal rights. We are under a legal duty to supply products that are in conformity with this contract. If you wish to exercise your legal rights to reject products because we have breached our legal obligations, you must post them back to us. We will pay the costs of postage.
12. Price and payment
12.1. Where to find the price for the product:
12.1.1. Orders placed online. The price of the product (which includes any applicable VAT) will be the price indicated on the order pages when you place your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 11.2 for what happens if we discover an error in the price of the product you order;
12.1.2. Orders placed by telephone. We will tell you the price during the telephone call.
12.2. What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced on our website. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's 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 goods provided to you.
12.3. VAT. VAT is not charged on supply of testing kits and testing services but may be charged on other goods and services that we provide.
12.4. When you must pay and how you must pay. All services must be paid for by debit or credit card. We accept payment with Visa, Maestro, Mastercard, Visa Electron, AMEX, and Delta. We may take payment at any time after sending you the email to confirm your order has been accepted.
13. Our responsibility for loss or damage suffered by you
13.1. 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 or our failing to use reasonable care and skill. 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.
13.2. 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; and for defective products under the Consumer Protection Act 1987
13.3. We are not liable for business losses. Services are provided to you in your personal capacity and not in connection with business or commercial purposes. If you use the services in relation to any business or commercial purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
13.4. Testing accuracy. We cannot guarantee that test results will be 100% accurate. They can return a "false negative" result (ie they incorrectly indicate that you do not have a condition) or a "false positive" result (ie they incorrectly indicate that you do have a condition). You therefore rely on the test results at your own risk. So long as we use reasonable skill and care in providing the services, we cannot be responsible for any loss, damage, cost or harm that you or anyone else may suffer as a result of an inaccurate test result.
13.5. Important information. You confirm that you have read the information provided on our website, and if making a booking by telephone, that you have discussed with the booking advisor all details relevant to the choice of tests you are requesting, and accurately provided all information that they asked for. You also acknowledge that sexually transmitted diseases and/or infections may remain undetectable for several months, and it is recommended that if you have any concerns with the results of the tests that you receive, that you should consult with your own medical practitioner, or contact a member of our team who will be able to arrange a further appointment for you (at additional cost).
14. How we may use your personal information
How we may use your personal information. We will only use your personal information as set out in our privacy policy.
All test data including, but not limited to age, gender, location, tests and the results of the test remains our property.
15. Other important terms
15.1. We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
15.2. Subcontractors. We may subcontract to a third party performance of all or any part of the services that we have agreed to provide to you. This might include, but is not limited to, the clinics at which you arrange an appointment to have a test, and the laboratories that carry out analysis of the samples that you provide. You agree to us subcontracting the provision of all or part of the services in this way.
15.3. Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms, except as explained in clause 15.2 in respect of our guarantee. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
15.4. 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.
15.5. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
15.6. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English 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 courts.