Terms of Service

Who we are

Our services are owned and operated by BIOCLIN Ltd (“BIOCLIN”, “we”, “us” or “our”), a company incorporated in England and Wales under company number 17320419. Our registered office and clinic is at 59 Greenford Avenue, Hanwell, London W7 1LL. Contact info@bioclin.co.uk or 020 8036 1082. When we say “writing” in these terms, that includes email and other electronic messages.

Please keep your name, email, mobile number and billing details up to date. We will contact you using the details on your account.

Our services

BIOCLIN provides preventative health assessments (Health MOTs), related testing, clinical measurements and GP-reviewed reporting as described at the time of booking. Services are provided at our London clinic and through your BIOCLIN account.

We are not an emergency service and we do not replace your NHS GP. Results and reports support information and prevention planning. They are not a diagnosis unless a clinician clearly says so, and they do not create an ongoing GP relationship with BIOCLIN.

If you believe you or someone you are with is in an urgent or life-threatening situation, call 999 or use alternative emergency medical services immediately. That includes difficulty breathing, severe bleeding that cannot be stopped, severe chest pain, loss of consciousness, a fit that is not stopping, or a suspected heart attack or stroke. For urgent but non-emergency concerns, contact NHS 111 or your GP. Do not delay seeking care because you are waiting for BIOCLIN results.

Eligibility

You must be 18 or over to create an account and book online. You confirm that you have the legal capacity to agree to these terms on your own behalf.

You are responsible for providing accurate information in your account, questionnaire and at your appointment. Incomplete or incorrect information can affect whether a test can go ahead and how results are interpreted.

Your account

Keep your login details confidential. You are responsible for activity on your account. Tell us promptly if you think someone else has used it.

Account benefits and reports are personal to you. They may not be transferred, assigned, sold or shared.

We may suspend or close access if we reasonably believe the account is being misused, is fraudulent, or presents a clinical or security risk. We will contact you about that where it is practical to do so.

Bookings and payment

Prices are shown in pounds sterling and include VAT where applicable. The price payable is the price shown at checkout. Payment is taken through Stripe before we confirm your order. We accept major credit and debit cards.

Checkout will show the assessment or add-on you are buying. A booking is confirmed when you receive confirmation and, where required, an appointment time. Your contract for that purchase begins when we confirm it.

If we cannot accept an order — for example because a product is unavailable, we cannot meet an appointment time, or there is a pricing error — we will tell you and refund any amount already taken to the same payment method. Refunds can take several working days to appear.

Services are provided in the United Kingdom at our clinic. These consumer terms apply to individuals booking for themselves. Corporate or employer programmes are agreed separately.

Appointments

Please arrive on time and follow any pre-appointment instructions, such as fasting. Most visits last about 45–60 minutes, depending on the assessment.

You can rebook an appointment from your dashboard. You must give at least 24 hours’ notice. If you give less notice, we may not be able to rebook the appointment.

We may need to reschedule if you are late, a clinician is unavailable, a sample cannot safely be taken, or a test cannot go ahead. We will contact you if that happens and will rebook or refund as appropriate.

Blood samples are analysed by accredited third-party laboratories. A sample may occasionally be insufficient, haemolysed or otherwise unsuitable. If we need to collect another sample we will arrange that with you. We do not guarantee that every marker will return a result on the first draw.

Results and clinical review

Most results are available within 3–5 working days after your appointment, once laboratory analysis and GP review are complete. You will be notified when they are ready in your account.

Every Health MOT includes a GP Clinical Summary reviewed by a UK-registered GP. Reports, Health Score™, Health Age™ and prevention plans are based on the information and samples available at the time. They are not a substitute for NHS care, specialist referral or treatment of an existing condition.

You remain responsible for sharing results with your own GP where appropriate and for following up any recommended next steps. Do not ignore professional medical advice because of something in a BIOCLIN report.

Cancellation and refunds

To rebook an appointment, use your dashboard and give at least 24 hours’ notice. If you give less notice, the appointment may not be rebooked. Late arrival or non-attendance may mean we retain the fee where laboratory or clinician time has already been committed. To cancel rather than rebook, contact us using the details above.

If you buy online, you usually have 14 days from the confirmation date to cancel for any reason before an in-clinic assessment has been carried out. Cooling-off does not usually apply once an in-clinic assessment has been carried out. If you ask us to start the service during that period, any refund may be reduced to reflect what you have already used.

We may cancel a booking where we cannot provide the service, where information you gave us is misleading, or where we reasonably believe there is a clinical, safety or fraud risk. If we cancel for a reason that is not your breach, we will refund amounts paid for services not provided.

Promo codes

Promo codes are one-time discounts applied at checkout when we make them available. They apply only to the product total shown at checkout. Codes have no cash value, are not transferable, and cannot be applied after an order is placed unless we agree otherwise.

Intellectual property

Website content, BIOCLIN branding, reports and trademarks — including Health Score™, Health Age™, BIOCLIN Insight Report™ and Personal Prevention Plan™ — remain our property or that of our licensors. You may use your own reports for personal healthcare. You may not copy, scrape or commercially reuse the site or our materials without permission.

Liability

We provide services with reasonable care and skill. We are not liable for delay or failure caused by events outside our reasonable control, including laboratory disruption.

We supply services for domestic and private use. We are not liable for business losses such as lost profit or interruption, except under a separate corporate agreement. We are not responsible for loss that was not reasonably foreseeable when you booked.

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be limited under English law — including your right to receive services provided with reasonable care and skill, and products that are as described, of satisfactory quality and fit for purpose.

Privacy

How we use personal and health information, including sharing with laboratories, clinicians and Stripe, is set out in our Privacy Policy. By using our services you confirm that information you give us is accurate to the best of your knowledge.

Complaints

If something is wrong, contact info@bioclin.co.uk or 020 8036 1082 and we will look into it. If you are unhappy with how we have handled a complaint, you may also contact an alternative dispute resolution provider or, where relevant, the Care Quality Commission.

Other important terms

We may transfer our rights and obligations under these terms to another organisation. We will tell you if that happens and it will not affect your statutory rights. You may not transfer your rights without our consent.

These terms are between you and BIOCLIN Ltd. No other person has the right to enforce them. If a court finds part of these terms unlawful, the rest remain in force. If we delay in enforcing a right, we can still enforce it later.

Changes and governing law

We may update these terms from time to time. The date above will change when we do. If a change is material, we will take reasonable steps to tell you, for example by email or a notice in your account. If you do not agree to the updated terms, you should stop using the services.

These terms are governed by the laws of England and Wales. You may bring legal proceedings in the courts of England and Wales.