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Terms and Conditions v1.84.2

Our terms


1.1 What these terms cover. These are the terms and conditions on which we supply products to you. Our products include PCR and Antibody IgG tests, referred to as “testing kits” within these terms and conditions. The supply of testing kits includes arranging for laboratory analysis and providing you with the test results. Additional terms relating to our supply of testing kits and associated service can be found within clause 8 of these terms.

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 products 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.


2.1 Who we are. We are Blood and Medical Services Ltd, trading as VIVO Shop, a company registered in England and Wales with company number 11530768. Our registered address is at Hanover House, Hanover Street, Liverpool, Merseyside, England, L1 3DZ

2.2 How to contact us. You can contact us by telephoning our customer service team at 0207 1646 955 or by writing to us at pcr@vivoclinic.com or Hanover House, Hanover Street, Liverpool, Merseyside, England, L1 3DZ

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.


3.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

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 product. This might be because 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 price or description of the product, because of a change in regulations or because we are unable to meet a delivery deadline you have specified.2

3.3 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.

3.4 We only sell to the UK. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from or deliver to addresses outside the UK.

3.5 We only sell to over individuals over 18 years old. You may not order products from us if you are less than 18 years old.


4.1 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.

4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website


5.1 If you wish to make a change to the product 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, 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 10 – Your rights to end the contract).

5.2 By placing an order, you agree that it is your responsibility to purchase the right test to suit your needs and to ensure that you are suitable to undergo the test. If you are unsure which test you should select, you must speak to a qualified Medical Professional such as a doctor or your GP.


6.1 Changes to the products. We may change the product to reflect changes in relevant laws and regulatory requirements.


7.1 Validation of IgG antibody testing kits. The test is validated by the manufacturer when using its equipment and reagents for venous sampling. This is the blood that is drawn directly from the vein. Please be advised that capillary sampling, which is blood taken by means of finger-prick is not validated by Public Health England and by the manufacturer of the test. This is validated by internal studies from our government approved laboratory.3

7.2 By agreeing to these Terms and Conditions, you confirm that you are aware that the IgG Antibody Test is only validated by Public Health England for venous samples and not capillary samples. Our government approved laboratory has validated capillary samples for home sample collection kits. Venous sampling involves using a catheter to take a blood sample directly from the vein. The sample is most commonly taken from the inner crook of the elbow, between the upper and lower arm. Capillary sampling involves collecting a blood sample from a puncture, typically in the tip of the finger, on the heel or the earlobe. The blood will be collected from smaller blood vessels near the skin’s surface.

7.3 The IgG Antibody Home Sampling Kit and its components comply with CE markings.


8.1 Orders for testing kits. Orders placed for testing kits shall be processed:

8.1.1 within two working days of our acceptance of your order, subject to your order being placed before 12pm on a working day;

8.1.2 within two working days beginning the next working day following receipt of your order, where your order is placed after 12pm on a working day.

8.2 Tracking number for testing kits. Once your order for testing kits has been processed, you will receive a tracking number for your order. Your testing kit will be delivered within 48 hours of our communication of the tracking number.

8.3 When we will provide the products and delivery costs. Time for delivery of products (excluding testing kits) and cost of delivery of products will be as displayed to you on our website.

8.4 When you own goods. You own a product once we have received payment in full.

8.5 We are not responsible for delays outside our control. We are not responsible for any delay in the delivery of the product where such delay or non-delivery is attributable to Royal Mail or alternative carrier. If our supply of the products is delayed by an event outside our control of which we are aware 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 in accordance with these terms and receive a refund for any products you have paid for but not received.

8.6 We are not responsible for delays in results. We are not responsible for delays in the provision of results arising due to late posting of samples to the laboratory by you. If your sample is not received by the laboratory and you are able to provide us with proof of postage, we will send you a replacement testing kit free of charge.

8.7 Replacement of testing kits. If your testing kit is damaged on delivery, any components of the test are missing, or you require additional lancets or collection tubes, we will send you a replacement testing kit free of charge. If the pre-paid envelope is damaged or torn, we will send you a new one. Please do not send your sample in a damaged postage bag, as this poses a risk of contamination. Where the testing kit is damaged or lost by you, we will send you a replacement testing kit for which we will charge an additional charge of £35.


9.1 How and when to collect your sample. You should ensure that:

9.1.1 You follow the instructions for collecting a sample as provided with the testing kit. You will also be entitled to a free pre-test consultation to help you use the testing kit correctly;

9.1.2 you must collect your sample and send it to the laboratory within 7 days following receipt of your testing kit and ensure it is sent to the laboratory on the same day as the sample is collected. If you do not, we may be unable to process your sample. A delay of a day or more between sample collection and postage to the laboratory could affect the laboratory’s ability to conduct the test and may affect your results; and

9.1.3 once you have collected your sample, you should send this to the laboratory in the pre-paid postage envelope provided with the testing kit, via a priority post-box as Royal Mail staff wear the appropriate personal protective equipment when collecting post from a priority post-box. Should you return your sample by an alternative method and as a result we do not have the relevant tracking information, we accept no liability if the sample is lost in the post or it does not otherwise reach the laboratory. If the pre-paid postage envelope that you receive is damaged, you can request a new one in accordance with clause 8.7.

9.2 Where your sample will be processed. Laboratory results are provided by London Medical Laboratory. They are regulated by the Care Quality Commission under Certificate Number CRT1-4708702735.

9.3 How you will receive your results.

9.4 We anticipate that within two working days of receipt of your sample by the laboratory you will be sent an email with a link to your results. This timescale is an estimate only, the provision of results may be delayed due to the nature of the analysis required and the volume of samples submitted at the time your sample is received.

9.5 If the laboratory is unable to perform the test on your sample, for instance, if the blood has clotted or the quality of the sample has suffered in transit, we may send you a second testing kit. If the test cannot be performed because you have not followed the instructions properly, and you have not collected enough blood or DNA for the sample, you may have to pay a fee for us to send out a second testing kit.


9.6 Our contract with you for the provision of testing kits will terminate on provision of the results to you.


10.1 You can always end your contract with us. Your rights when you end the contract will depend on whether there is anything wrong with the product and when you decide to end the contract. Further detail is provided within the remainder of this clause and clause 11 as to your rights to end the contract.

10.2 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 below, the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:

10.2.1 we have told you about an error in the price of the product you have ordered and you do not wish to proceed;

10.2.2 there is a risk that supply of the products may be significantly delayed because of events outside our control; or

10.2.3 we have suspended supply of the products for technical reasons or notify you we are going to suspend them for technical reasons, in each case for a period of more than four weeks.

10.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products 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, are explained in more detail in these terms. This does not include medical products/services.

10.4 When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:

10.4.1 products, once these have been unsealed after you receive them;

10.4.2 testing kits, once your sample has been sent to the laboratory;

10.4.3 any products which become mixed inseparably with other items after their delivery; and

10.4.4 any products which, subsequent to the processing of your order, are subject to a change in regulations.

10.5 How long do I have to change my mind? You have 14 days after the day you receive the products unless your products are split into several deliveries over different days. In this case, you have until 14 days after the day you receive the last delivery to change your mind about the products.


11.1 Tell us you want to end the contract. To end the contract with us, please let us know in writing to pcr@vivoclinic.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.

11.2 Returning products 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 by tracked delivery. You must post them back to our head office. 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.

11.3 When we will pay the costs of return. We will pay the costs of return if the products are faulty or misdescribed or if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description or a substantial delay in delivery due to events outside our control. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

11.4 How we will refund you. We will refund you the price you paid for the products by the method you used for payment. However, we may make deductions from the price, as described below.

11.5 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) to reflect any reduction in the value of the goods resulting from your handling them in a way which would not be permitted in a shop, for example, where there is any damage to the products or where any components of the products are missing.

11.6 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:

11.6.1 Your refund will be made within 5 to 7 working days from the day on which we receive the product back from you.

11.6.2 In all other cases, your refund will be made within 5 to 7 working days of your telling us you have changed your mind.


We may end the contract if you break it. We may end the contract for a product at any time by writing to you 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. For example, where you have ordered a testing kit, we may end the contract if you do not return a sample for analysis to the laboratory within seven days following delivery of the testing kit.


13.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can write to us at pcr@vivoclinic.com

13.2 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must post them back to us by tracked delivery. We will pay the costs of postage. 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 product within 3-5 days 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.


14.1 Where to find the price for the product. The price of the product will be the price indicated on the order pages when you placed your order. Testing kits are medical products, and therefore exclude VAT. We take reasonable care that the price of the product advised to you is correct. However please see clause 14.2 for what happens if we discover an error in the price of the product you order.

14.2 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. 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 unmistakable 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.

14.3 When you must pay and how you must pay. Orders must be paid for using a credit or debit card. Bank transfers and cheques will not be accepted. You must pay for the products before your order can be processed.


15.1 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, 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.

15.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the products. We do not exclude or limit in any way our liability to you where 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 including the right to receive products which are: as described and match information we provided to you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care; and for defective products under the Consumer Protection Act 1987.

15.3 We do not warrant that the results that may be obtained from the use of the testing kit will be accurate or reliable. The use of the testing kit and your results are provided ‘as is’ and ‘as available’ for your use. You expressly agree that your use of, or inability to use, or incorrect use of, the testing kit is at your sole risk. We accept no liability for inconclusive or incorrect results.

15.4 We are not liable for any increase in the cost of products due to change in legislation or regulatory requirements. We shall not be responsible for any increase in the cost of a product resulting from changes to it required by law or regulation.

15.5 We are not liable for additional losses. Save for where it is unlawful to do so as set out under clause 15.2, we are not liable for any losses suffered by you as a result of using a product which is subsequently subject to regulatory change or where it is subsequently found to be inadequate or inaccurate as a result of research and development in sample collection and testing.

15.6 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products 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.


How we may use your personal information. We will only use your personal information as set out in our Privacy Policy. Where you have ordered a testing kit, we will require your explicit consent prior to processing your personal data.


17.1 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. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

17.2 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 9

decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

17.3 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. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

17.4 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.

17.5 Antibody tests are not PCR tests and do not check for current infections.

17.6 Antibody and PCR tests are medical products/services and cannot be transferred or refunded.

17.7 Please note, refunds for any PCR appointments are only given by the way of a credit towards another service or treatment. This credit can be used towards any medical service or treatment with Vivo Clinic and is valid up to two years from being issued.

17.8 If you cancel your appointment or your appointment can not go ahead due to changes in regulations, government policies, changes to airline policies or changes to your own travel plans or anything out of our control, a refund Will be issued by way of a credit voucher as our medical services are non-refundable.

17.9 If your flight is cancelled and or rescheduled we will happily rearrange your appointment as many times as required providing at least 24 hours notice is given to us in writing.

18.0 Please be advised that we cannot be held responsible for any financial losses that you may incur as a result of using any of our services including PCR Travel Testing, and we cannot be held responsible if we have not delivered your result within the given time frames even if there has been human error in obtaining that result. In these cases, our liability to you will be limited to the value of the contract/order which is the cost of the test you have purchased.

18.1 Occasionally a sample may need to be re-run if the original results were inconclusive. In these cases, there is no additional charge. Refunds cannot be given for tests that require re-running.

18.2 Vivo Clinic shop and Its associated companies and partners can not be held responsible for any financial losses that you may suffer as a result of using but not limited to its PCR testing services for travel purposes or other both in clinic and via post.

18.3 Liability by us is excluded in both contract and in Tort. If we are not able to deliver the service once a swab has been taken and are in breach of this contract, we will only be responsible for the value of the contract which is the price of the test. No financial compensation will be offered for any financial or other losses suffered by you.

18.4 Please be advised that ‘Blood and Medical Services Ltd’ T/A VIVO shop reserves the right to amend the cost of any of its products/services at any given time without notice. This is subject to the expense and availability of the raw ingredients used for testing along with cost and demand for the services which may result in a price increase or decrease depending on the above circumstances. VIVO shop will not refund any amount if a price change occurs after you have purchased a product/service as VIVO shop must pay its suppliers the relevant amount dependant on the above factors.

18.5 In the unlikely event of the Government placing restrictions on civil liberties and restricting your movement due to a shut down of the country or due to Covid-19 or any other reason, you will only be refunded only by means of a credit note that can be used for future services or treatments and or your appointment will be placed on hold.

18.6 By completing the purchase you give to our laboratory permission to perform the PCR test as requested and discharge said laboratory, Vivo Clinic, and its associated companies from any false positives or false negatives that may be identified as a result of PCR testing.

18.7 The result you receive is for my informational purposes only. What you choose to do with your results is your own responsibility. If you are obtaining a PCR test result for the purposes of travel you acknowledge and understand that it is your responsibility to give the laboratory sufficient time to process the sample and obtain a result.

18.8 You understand that the laboratory processes samples Monday to Saturday between 9am and 6pm. You understand that you must give at least 48 hours for your sample to be processed once the lab receives this. You understand that all samples taken will be processed on the next working day and you will receive your test result within 48 hours of the laboratory receiving the sample unless a priority service has been purchased.

18.9 You will not hold the laboratory, Vivo Clinic and its associated companies responsible if you miss your flight, or if you are unable to board your flight in the event that your PCR test timeframe has expired.

19.0 You confirm that you have checked what your airline regulations are in regard to testing before travel.


SCHEDULE 1 MODEL CANCELLATION FORM (Complete and return this form only if you wish to withdraw from the contract) To Vivo Shop I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the testing kit and results, Ordered on [*]/received on [*], Name of consumer(s), Address of consumer(s), Signature of consumer(s) (only if this form is notified on paper), Date [*] Delete as appropriate © Crown copyright 2013.


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