Terms and Conditions of Supply

These terms may have changed since you last reviewed them

Where to find information about us and our services

You can find everything you need to know about us, Bluecrest Health Screening Ltd, and our services on our website, or from our sales team, before you order. We also confirm the key information to you in writing after you order, either by email, in your online account, or on paper.

When you buy from us you are agreeing that:

You understand and accept the important information we have provided to you about our service.

• Additional information about the nature and purpose of our services is available on our website here.

We only accept orders when we've checked them

We contact you to confirm we've received your order, and we accept it when we process your order.

Sometimes we reject orders

Sometimes we reject orders, for example, because you are under 18, because you are located outside the UK or Republic of Ireland, or because the service is not considered clinically appropriate. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when you order

However, for some services we may not need to take any payment (such as where the service is being supplied as part of a contract with an employer who is paying for the services), and for other services (such as subscriptions) we take payment at regular intervals, as explained to you during the order process.

We're not responsible for delays outside our control

If our supply of your service is delayed by an event outside our control, such as delays caused by postal services, or sample processing, we let you know, or update your order status, as soon as reasonably possible. As we do what we can to reduce the delay, we won't compensate you.

You have a legal right to change your mind

Your legal right to change your mind. For most of our services bought online, face to face, or over the telephone, you have 14 days after the date we confirm your order to change your mind about a purchase, but:

• You lose the right to cancel any service, when it's been completed.
• You must pay for any services provided up to the time you cancel. This means the amount of any refunds due to you may be reduced to account for our costs.

How to let us know and what happens next:

If you change your mind contact our Customer Service Team: https://www.bluecrestwellness.com/contact. We refund you as soon as possible and within 14 days of you telling us you've changed your mind. When possible, we refund you by the method you used for payment. We don't charge a fee for the refund.

You can end an on-going contract (find out how)

We tell you when and how you can end an on-going contract with us (for example, for subscriptions) during the order process and we confirm this information to you in writing when you order. If you have any questions, please contact our Customer Service Team: https://www.bluecrestwellness.com/contact

Cancellation fees may apply

Cancellation fees may apply if you cancel an order once we have started providing the service, or in the first three months of an on-going service. The cancellation fee will be calculated by comparing the value of the services already supplied to the total amount paid.

If you can no longer attend your appointment, you must let us know.

Contact our Customer Services Team in advance to reschedule your appointment.

If you do not attend your appointment, it will not be refunded.

You can cancel your appointment and receive a full refund up to 24 hours before your appointment date.

If you are late for your appointment, you will need to reschedule.

If you are late you are not entitled to a refund but will be entitled to a rescheduled appointment at a later date. Late appointments will be accommodated at the discretion of our team operating the clinic.

You have rights if there is something wrong with your service

If you think there is something wrong with your service, please contact our Customer Service Team.

We can change services and these terms

Changes we can always make. We can always change a service:

• to reflect changes in relevant laws and regulatory requirements;
• to reflect changes in best practice and clinical guidance; and
• to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don't affect the delivery of the service.

We can suspend supply (and you have rights if we do)

We can suspend the supply of a service. We do this to:

• deal with technical problems or make minor technical changes;
• update the service to reflect changes in relevant laws and regulatory requirements; or
• make changes to the service (see We can change services and these terms).

We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency.

We can withdraw on-going services

We can stop providing an on-going service. We let you know at least 30 days in advance, and we refund any sums you've paid in advance for services which won't be provided.

We can end our contract with you

We can end our contract with you for a service and claim any compensation due to us if:

• you don't make any payment to us when it's due and you still don't make payment within 7 days of our reminding you that payment is due;

We don't provide compensation to you for losses caused by us or our services

We're not responsible for losses you suffer caused by us breaking this contract if the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in law, the loss was unforeseeable).

• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section ‘We're not responsible for delays outside our control.’

• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

We operate a Zero-Tolerance Policy.

Bluecrest are committed to providing a professional and friendly service to customers and team members. As part of our commitment to providing such a service, Bluecrest operates a zero-tolerance policy to protect the safety and wellbeing of customers and team members. Our team members have the right to complete health assessments, answer queries (whether this is in person or on the phone), and support customers without fear of unreasonable behaviour. Customers whose actions are deemed as unreasonable will have their service terminated, and in severe cases, Bluecrest reserves the right to prohibit future access to the service as well as taking legal action where necessary.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: https://www.bluecrestwellness.com/privacy-policy

You have several options for resolving disputes with us

Our complaints policy: Our Customer Service Team will do their best to resolve any problems you have with us or our services as per our Complaints policy.

Other important terms apply to our contract

• If you have booked with via one of our partners, the terms provided at point of booking apply in addition to these terms.

• We are not affiliated with any health plan providers, and it is your responsibility to ensure your provider will cover any costs incurred prior to booking with us.

• We collect feedback about services for the purpose of market research and improvement. We use third-party platforms to send these surveys and collect feedback information.

• By placing an order though our site, or over the telephone, you warrant that you are over 18 years of age.

• Home sample kits are valid for 3 months after delivery. Any kits received after this date will not be processed.

• These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

• Force Majeure applies to this contract. Neither party shall be liable to the other for any failure to perform any obligation under any Agreement which is due to an event beyond the control of such party.

• Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

• If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

• Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately contact you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

Subscribe & Save Plans

Subscribe and Save customers pay monthly for their next appointment and receive a discount for booking in advance.

Customers on Subscribe and Save plans receive a booking discount on their next health assessment and a discount on a future health assessment (when booked 12+ months in advance). Assessments must be booked for the plan holder only.

Customers with an active Subscribe and Save plan also receive a discount on any additional tests. This discount is not transferable and cannot be used in conjunction with any other offer.

Subscribe and Save customers agree and commit to:

a) paying for their first assessment upfront (at the discounted rate); and

b) 12 monthly payments* towards their next assessment.

*The 12 monthly payments include a non-refundable deposit (paid monthly over the first three months).

You have the right to cancel your plan at any time. Cancellation of the plan will automatically cancel your future appointment. If you have not completed all three of your initial deposit payments, the deposit balance is payable immediately on cancellation. Payments made in excess of the deposit will be refunded.

Monthly payments are facilitated through direct debit and subject to the provider's terms of service. Our standard appointment terms apply to Subscribe & Save appointments. This plan is only available in the UK (excludes Republic of Ireland).

These terms and conditions form part of the Agreement between the customer and Bluecrest. Your accessing of this website and/or undertaking of a booking or Agreement indicates your understanding, agreement to and acceptance, of the Disclaimer Notice and the full Terms and Conditions contained herein. Your statutory Consumer Rights are unaffected.