General Terms and Conditions
At Blue Horizon Medicals we strive to deliver a top class service 100% of the time. In order to facilitate this we work very hard, with you and your results our top priority. However, it is necessary to state our terms and conditions relating to the service that we provide to avoid any misunderstanding. Particular care should be taken to ensure that patrons are aware of the terms and conditions regarding turnaround times as well as postal service limitations.
Your legal rights: When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.
Our policy: In addition to your legal rights, we also allow you a 100% Money Back Guarantee once you have returned the unused kit to an address we provide and if you pay by card or request a refund within the first 60 days of your transaction through PayPal.
Refunds will be actioned within a 7 working days of your request and whilst we ourselves do not charge an administration fee if the refund that you have requested is processed after the 60 days stated above PayPal will take their own administration fee from our transaction.
100% Money Back Guarantee.
We pledge that you are entitled to a 100% money back guarantee if you change your mind about getting your laboratory tests at any point before sending your blood sample to the relevant Laboratory by the prepaid postal envelopes provided. Refunds will be paid within a week of your request to the card that you used for payment. We do not charge an administration fee for this service. Once you have sent your sample in you will no longer be entitled to a refund of charges unless your sample is lost or incorrectly processed, resulting in a erroneous or invalid result. In that event you will have a choice of either a refund of the tests involved, or a chance to attend again for another sample to be taken.
In the event of postal delay (a circumstance beyond our, or the receiving laboratory's, control), we cannot offer a refund in the event of any inaccurate test results being recorded (if the sample is received at the laboratory more than 24 hours after it has been taken, some of the levels may not be so reliably estimated). It is important therefore that you ensure the sample is taken just prior to posting to the laboratory, and ideally sent by last post to reduce the time the sample spends in transit. If it is a particularly important sample, we recommend sending the sample by next day delivery or courier service.
As the pathology service is itself provided by our partner Laboratories and not our office, we ask that you agree when you order a test not to hold us liable for any delays or other costs which are beyond our direct control. We don't like delays at all and always work our hardest to get you your results on time. Unfortunately we cannot refund time lost or wasted car journeys.
Turnaround Times (TATs)
The turnaround times are stated clearly for each test and are to be used as a guide only. The results are usually only released once all tests become available. The turnaround times, as a guide, refer to the number of working days (not weekends and bank holidays) that it takes between your blood being received by the processing Laboratory and the results being emailed to us. Please understand that as these turnaround times are a guide and results may well fall inside the times stated. However, sometimes results will take longer than the stated times due to circumstances beyond our control such as mechanical breakdown of equipment, human error or transportation issues affecting courier routes, as not all tests will be analysed directly by the Lab you are having your sample sent to. If your results are overdue we ask the laboratory managers to chase the results on your behalf. We understand that waiting for overdue results is frustrating, we will be frustrated too. If you have a deadline, don't leave testing until the last minute.
Once the results are ready from The Laboratory they will be securely emailed to us by encrypted email. If they fall within normal range they will be sent straight through to you by email, and if any are outside parameters one of our medical panel will provide comment free of charge, which could take up to another working day. You can opt out of our GP comments process if you wish to save time or if you already have a doctor or consultant appointment lined up to discuss them. Sometimes you may have to re-attend to have your sample retaken due to transport or storage problems with your initial sample. Laboratories may report different results in different ways, may provide different reference ranges. If the way that your results are reported is of prime importance to you then please call to check with us first - we can check and give you an answer.
Our Medical Comments.
Our panel of Doctors are all practicing GPs, and if your results are outside established parameters we provide a free of charge medical comment based upon your blood results alone. As we may be unable to make a full assessment on laboratory results alone you may be informed that a follow up consultation may be needed with your own GP. Additionally, where your results require specialist interpretation you will be informed of this. Both private and public Doctors are required by the General Medical Council to operate within the bounds of their knowledge for your safety.