Terms and Conditions

1. Introduction

These Terms and Conditions apply when you book or use services provided by The Phlebotomist Ltd.

By making a booking, you agree to these Terms and Conditions.

Please read them before booking so you understand how our services work, including appointments, payments, cancellations, blood sample collection, results and complaints.

2. Service Description

The Phlebotomist Ltd provides professional blood testing and blood draw services for adults aged 18 and over. Appointments are available at our clinic and through our mobile phlebotomy service.

Our services include:

• Blood Draw Service: You provide your own test kit, GP or practitioner request form, and we collect the required blood samples.
• Blood Tests: You can purchase private blood tests directly through us. The price includes the test and professional blood draw. Some tests also include a doctor-reviewed report. Please check the individual test information before booking.

Some samples may also require preparation or processing, such as centrifugation, before they are sent for testing.

3. Who can use our services

Our services are available to adults aged 18 and over.

You must provide accurate information when booking, including your contact details and any information relevant to your appointment.

If you are booking our Blood Draw Service, you are responsible for providing the correct test kit, GP or practitioner request form, and any required paperwork.

We may be unable to carry out a blood draw if the required information, equipment or paperwork is missing, or if we believe it would not be safe or appropriate to proceed.

4. Booking and Payment

Appointments can be booked online, by phone or by email.

You will receive confirmation of your appointment by email or text message.

You are responsible for checking that your booking details are correct and for following any preparation instructions provided for your test.

Payment is required at the time of booking unless agreed otherwise.

For Blood Tests purchased through us, payment confirms both your appointment and your test order.

5. Cancellations, Rescheduling and Refunds

Please give at least 24 hours’ notice if you need to cancel or reschedule your appointment.

Appointments cancelled with less than 24 hours’ notice, or missed appointments, may be non-refundable because the appointment time has been reserved for you.

For Blood Tests purchased through us, some costs may already have been incurred once your test has been ordered, prepared or processed. Any refund will therefore depend on the stage your order has reached.

Where you book online, by phone or away from our premises, you may have additional cancellation rights under UK consumer law. Nothing in these Terms affects your statutory rights.

If you ask us to provide the service during any applicable 14-day cancellation period, you may be asked to confirm that you want the service to begin during that period. If you later cancel after the service has started, we may charge a reasonable amount for services already provided or costs already incurred.

6. Health, Safety & Client Responsibilities

We follow appropriate infection prevention, hygiene and safety procedures during all appointments.

Please tell us before your appointment if you are unwell, have symptoms of an infectious illness, or if there is any other information that may affect your appointment.

Please also tell us about any previous problems with blood collection, such as fainting, difficulty obtaining samples or reactions during a blood draw.

For mobile appointments, you must provide a safe and suitable space for the appointment. Pets should be kept away from the treatment area.

We may delay, stop or refuse an appointment if we believe it would be unsafe or inappropriate to continue.

7. Test Requirements and Suitability

Some blood tests have specific collection, timing, temperature or processing requirements.

We may not be able to collect every type of test. Where needed, we will check the test requirements before your appointment and confirm whether we can safely provide the service.

If a test cannot be collected or processed by us, we will let you know.

8. Biomarker Information

Biomarkers can change, and while every effort is made to ensure the accuracy of the biomarkers listed on this website, they are subject to change without notice.

The biomarkers displayed on our website may differ from those shown on our booking platform. The information displayed on our booking platform at the time of booking will apply to the test ordered.

9. Pricing Information

Every effort is made to ensure the accuracy of the pricing information listed on this website, but prices are subject to change without notice.

The prices displayed on our booking portal at the time of booking will apply to the test ordered.

10. Client Conduct

We expect all clients to treat our staff with respect.

Aggressive, abusive, threatening or discriminatory behaviour will not be accepted.

We may stop or refuse an appointment if a client’s behaviour makes it unsafe or inappropriate to continue. In these circumstances, a refund may not be provided where the appointment has already started or costs have already been incurred.

11. Complaints Process

We welcome feedback and take concerns and complaints seriously.

You can raise a complaint verbally or in writing, including by email, text or letter.

We will normally acknowledge a formal complaint within 3 working days and aim to provide a written response within 28 working days. If we need longer, we will explain why and give you an updated timescale.

If you are unhappy with the outcome, you can ask us to review the decision.

You can also provide feedback about our service directly to the Care Quality Commission (CQC). The CQC does not investigate individual complaints on your behalf, but information you provide may be used as part of its regulatory work.

Full details are available in our Complaints and Compliments Policy.

12. Privacy and Data Protection

We collect and use personal information, including health information, to provide and manage our services.

Your information will be handled in accordance with applicable UK data protection law, including the UK GDPR and Data Protection Act 2018.

We may share relevant information with laboratories, healthcare professionals or other service providers where this is necessary to provide the service you have requested or where we are legally required to do so.

More information about how we collect, use, store and protect your information, and your data protection rights, can be found in our Privacy Policy.

13. Liability & Responsibility

We will provide our services with reasonable care and skill.

Blood collection can sometimes cause temporary effects such as bruising, bleeding, discomfort, swelling, dizziness or fainting. These risks will be explained where appropriate and do not necessarily mean that the service has been provided incorrectly.

For our Blood Draw Service, you are responsible for providing the correct test kit, request form and any instructions supplied by your chosen test provider.

Where samples are sent to an external laboratory, courier or postal service, delays, loss, damage or testing issues may occur outside our direct control. We will take reasonable steps to support you if a problem arises.

Blood test results provide information about the markers measured. They are not a diagnosis and should not be treated as a substitute for medical assessment or advice.

Nothing in these Terms excludes or limits any liability that cannot legally be excluded or limited, or affects your statutory rights.

14. Intellectual Property

All content, branding and materials created by The Phlebotomist Ltd, including logos, written materials and website content, remain the property of the company unless stated otherwise.

They must not be copied, reproduced or used for commercial purposes without our written permission.

15. Changes to Terms

We may update these Terms and Conditions from time to time to reflect changes to our services, legal requirements or how we operate.

The latest version will be published on our website and will apply to future bookings from the date it is published.

The Terms and Conditions that apply to your booking will be those in force at the time your booking is made.

16. Contact Information

If you have any questions about these Terms and Conditions, please contact us:

17. Review and Updates to Terms & Conditions

These Terms and Conditions will be reviewed regularly and updated where required to reflect changes in legislation, guidance, services or organisational requirements.

Reviews and any changes made will be recorded within the document version history.