Booking Terms and Conditions

Introduction

  1. These terms and conditions (the terms) apply to all bookings for services made with Medwyn Occupational Health when using our website medwynoh.co.uk. Please carefully read the sections which apply to the services you are buying and or using.
  2. The website is operated by Medwyn Occupational Health which is incorporated in England. Our registered office is Medwyn Centre, Reigate Road, Dorking, Surrey RH4 1SD. We operate the website and provide occupational and travel clinic services including Covid-19 PCR, Antibody and Antigen testing.
  3. In these terms, ‘we’, ‘us’ and ‘our’ are Medwyn Occupational Health. ‘You’ and ‘your’ is any person who makes a booking with Medwyn Occupational Health using our website. The contract for the applicable services is made between you and us.
  4. These terms contain important information and set out the terms we do not accept responsibility for.
  5. If you need to contact us, please email us at enquiries@medwynoh.co.uk or phone us on +44 (0) 1306 873942.

Our responsibility to you

  1. We will act with every skill and care when providing services to you for the delivery of PCR test results.
  2. Make very effort to deliver a 24 hour turn around of results upon receipt at the laboratory.
  3. Where possible to ensure next day weekday test delivery. This excludes weekends, which is available at additional cost to the advertised price for normal free delivery with DPD courier.
  4. We do not accept any responsibility for any party directly or indirectly concerned with this booking for:
    • any indirect or consequential loss; or
    • any loss of profit, enjoyment, revenue, information, or earnings.
  5. We will only respond to any information provided at the time from any person responsible for the booking; and every effort will be made to respond within 3 hours during opening hours.
  6. Our normal opening hours are:
    • Monday to Friday 08:30 to 19:00
    • Saturday and Sunday 09:00 to 15:00
  7. During these hours we will provide e-mail, telephone and live chat for the person making the booking.
  8. Outside of these hours we provide a direct messaging service. We will respond to the email address provided within 3 working hours. 

Covid-19 Home Testing

Day 2 and Day 8 PCR home tests

  1. Covid tests are a mandatory condition set by the UK Government for arrivals into the UK: https://www.gov.uk/guidance/red-amber-and-green-list-rules-for-entering-england.
  2. Medwyn are not permitted to provide tests to arrivals from Red list countries.
  3. All prices are shown in pounds sterling (GBP) and include VAT where applicable.
  4. Please see our section regarding the amendment or cancellation of bookings.
    • We will provide you all the necessary tools and information to ensure a timely delivery of a Covid-19 PCR or Antigen Test. These will include:
    • The number of test kits as advertised, purchased and confirmed at the time of booking.
    • Written instructions on how to take the swab sample and register your test kit will be provided.
    • Package and pre-paid labels (Track 24) for the sample to be sent onward to the laboratory. It is your responsibility to keep the reference that allows you to track your delivery.
    • Results and Certificate.
    • Additional certification for destinations requiring specific documents for entry if advised in advance.
    • A booking reference will be provided to each adult for your Passenger Location Form which will need to be completed within 48 hours of arrival into the UK.
    • Children under 18 do not require their own Passenger Location Form reference.
    • Booking confirmation.
  5. If you do not receive an email confirmation within 10 minutes of booking, please check your spam or junk email before contacting the Medwyn Covid team on +44 (0) 1306 873942 or enquiries@medwynoh.co.uk.

Day 5 Test to Release PCR home tests

  1. The Day 5 test to release scheme affords you early exit from quarantine if both Day 2 and Day 5 tests are negative. It is still a requirement that a Day 8 test is taken to complete the UK Government quarantine testing programme.
  2. The Test to Release PCR swab will be sent to your quarantine address (as stated on your booking form) to normally arrive on Day 5 of your arrival in the UK.
  3. Written instructions on how to take the swab sample and register your test kit will be included.
  4. The Day 5 test will be delivered separately to your Day 2 and Day 8 PCR tests.

Rapid Antigen home tests

  1. An increasing number of countries accept Negative Rapid Antigen Tests for international travel. This is liable to change without warning. 
  2. Whilst we can provide guidance but it is your responsibility to ensure that the certificate we provide matches the requirements of your airline and destination.
  3. The tests provided by us comply with the required sensitivity and specificity outlined by the UK Government and the European Union.
  4. After purchasing the test kit you will be provided a link to book your video appointment.
  5. The video appointment is mandatory to ensure the correct procedure for diagnostic purposes and a trained technician will lead you through the process. For more details please see: https://medwynoh.co.uk/covid-antigen-travel-tests/
  6. A negative or positive test result should be available within 20 minutes and a certificate will be sent no later than two hours after the test result is known to the e-mail address provided at the time of booking a test.

Covid-19 Clinic Testing

Day 2 and Day 8 PCR clinic tests

  1. Once your payment has been accepted by Medwyn Occupational Health you will be provided with an online web link to book your Day 2 and Day 8 clinic test appointments at our clinic located at Medwyn Centre, Reigate Road, Dorking, Surrey, RH4 1SD.
  2. You must book an appointment prior to attending the clinic to ensure we are available to take your swab test.
  3. You are allowed to leave your quarantine address to attend the clinic for this purpose.
  4. If you opt to change one or more of your clinic tests for a home testing kit the cost for providing this service to you remains unchanged.

Day 5 Test to Release Clinic Test

  1. The Test to Release PCR swab appointment will be at our clinic located at Medwyn Centre, Reigate Road, Dorking, Surrey, RH4 1SD.
  2. Your PCR swab will be sent by courier to our lab on the day of your test for either same day or next day results.
  3. We will use our best efforts to ensure your COVID-19 test is delivered for testing and confirmation of result to your email address depending the services you have purchased.

Antigen Clinic Tests

  1. In clinic antigen test kits will be administered in a similar manner to our RT-PCR tests at our clinic located at Medwyn Centre, Reigate Road, Dorking, Surrey, RH4 1SD.
  2. A negative or positive test result should be available within 20 minutes and a certificate will be sent no later than two hours after the test result is known to the e-mail address provided at the time of booking a test.

Payments and refunds

Payments

  1. Payment for test kits and appointments and when required provision of a Passenger Locator Form number will be taken from the credit or debit card provided at the time of booking using payment processor Stripe.
  2. Please review the booking carefully and ensure all the details are correct. 
  3. Please carefully check the UK postal address details have been entered correctly as this is the address we will despatch test kits to if you have chosen the home test option.

Refunds

  1. If you decide to cancel your order for a home test, or any part of it more than 72 hours before the time we deliver your tests, you can do this by emailing enquiries@medwynoh.co.uk, live chat or by calling us on +44 (0) 1306 873942. Please ensure you retain a record of your cancellation including where applicable, the name of the person you spoke to about the cancellation.
  2. Cancellations with less than 72 hours from the date of delivery, or once the tests have been delivered are non-refundable. 
  3. Once booked, confirmed and the PLF number (Passenger Locator Form) is issued, all COVID-19 quarantine (Day 2 and Day 8) PCR home and clinic swab tests are non–refundable.
  4. Fit to Travel bookings (PCR and Antigen) for clinic tests may be cancelled with at least 48 hours notice.
  5. An administration fee of £20 will be levied on home and clinic tests to cover administrative, technology and payment processing costs.
  6. In the event of same day cancellation or no show, clinic appointments are non-refundable.

Where Booking Terms Need To Be Changed.

  1. If you need to amend your booking or any part of it, you can do this no later than 72 hours before we provide the booked services. You can do this by calling us on 01306 748 902, by e-mail enquiries@medwynoh.co.uk or through live chat on our website. Please ensure you retain a record of your amended details including where applicable, the name of the person you spoke to about the change.
  2. We will require 72 hours notice to change address for home tests to ensure postal delivery on or before Day 2 of your quarantine period (Your arrival in the UK date is classed as day zero).
  3.  If you amend your booking at any time, any price changes for additional services will be charged, but we will not make any additional charge for making the change. 
  4. Amendments will retain the existing Passenger Locator Form reference but we will provide an updated confirmation.

Events Beyond Our Control

We do not accept responsibility for any failure to meet the terms and conditions set out in this booking arising from any event or issue that is beyond our control or accountability.

Such events or issues may include the following but may also include additional events not listed.   

  1. Royal Mail delivery delays to the selected laboratory.
  2. DPD courier delay of your order to the delivery address.
  3. Delays as a result of samples sent by any means other than by Track 24 Priority post box under the terms of your responsibility to do so.
  4. Severe weather conditions that affect courier deliveries to either you, our customer, or to the laboratory.
  5. You providing us the incorrect personal details including e-mail, contact, address or misspelt names.
  6. Delays in the receipt of analysis results and certificates due to extremely high volumes.
  7. Airlines cancelling or changing schedules.
  8. Changes to airline boarding requirements. 

Unless set out in the terms and conditions of your booking, if you decided for any reason to cancel your booking, Medwyn Occupational Health is unable to refund any payment already made for booking a test under the terms and conditions as set out.

Unless we say so in these terms, if you want to amend or cancel your booking due to an event of the type listed, we do not have to refund any payment you have made to us, or make any other change

General

  1. These terms and conditions and any dispute arising out of or in relation to them (both contractual or non-contractual) shall be governed by the laws of England & Wales. 
  2. We reserve the right to change these terms at any time prior to a confirmed booking. Once you have made a booking, the terms which apply are those applicable on the website when you booked. 
  3. These Terms and Conditions form a contract between Medwyn Occupational Health and the person making a booking for the purpose of testing as set out.  A decision to proceed with a booking shall be accepted by the person making a booking as acceptance of these Terms and Conditions. 

Privacy

  1. Any data collected during the booking processes for Fit to Fly PCR and Antigen tests will be used purely for the purpose of fulfilling the order.
  2. The data collected for quarantine tests Day 2, Day 5 and Day 8 PCRs is collected and processed for and behalf of the UK Government’s Department of Health and Social Care (DHSC) and will only be used for the specific purposes required of travel test providers.
  3. For further information visit: https://www.gov.uk/government/organisations/department-of-health-and-social-care

Feedback

General

  1. From time to time we may ask you for your views on our services.
  2. We will use this feedback, and the personal information that you provide, in line with these terms and conditions and the terms of our privacy statement.
  3. Feedback will be used as an input into the continuous improvement of our end-to-end services.
  4. If you are under the age of 16 you must have permission from a parent or guardian to provide feedback.
  5. By contributing your views, you will be giving us permission to put them on the website and to adapt, modify or include them elsewhere (for example, when training our staff or monitoring performance). You agree that we do not need to acknowledge you as the author but, by contributing, you give us permission to do so.
  6. Your feedback must not contain anything that is unlawful, offensive, abusive, threatening, defamatory, obscene or discriminatory, or negatively affect anyone’s rights.

Complaints

Should you want to make a formal complaint about any part of the testing process for which Medwyn Occupational Health is directly responsible, please do so by contacting our management team.  You may do so by telephone, e-mail or letter and marking your complaint confidential addressed to COVID Manager, Medwyn Occupational Health, Medwyn Centre, Reigate Road, Dorking, RH4 1SD, or email enquiries@medwynoh.co.uk, or telephone +44 (0) 1306 873942. We undertake to normally acknowledge your complaint within two working days.  However, should your complaint require more detailed investigation we will advise you to that effect.  Please note it may not be possible to investigate all aspects of your complaint more than 21 days after the incident to which you refer because some of the relevant information may no longer be available.  

03/09/2021