Terms of Service

Last updated: [24/02/2026]

 

1. Introduction

Welcome to Brooksby Medical. By using our services, you agree to comply with and be bound by the following Terms of Service. These terms apply to all users of our services, including blood testing, diagnostic services, and clinical consultations. Please read them carefully before placing an order.

“We”, “us” and “our” refer to Brooksby Medical Ltd, a company registered in England and Wales under company number 16238571, with our registered office at The Old Rectory, Hoby Road, Brooksby, Leicestershire, LE14 2LE.

“You” and “your” refer to the person who accesses our website (www.brooksbymedical.com), places an order for our Products, or creates an account to receive test results.

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These Terms, together with our Privacy Policy, apply throughout our website and during any communication between you and us. If there is any conflict between these Terms and anything found elsewhere on our website or in correspondence, these Terms shall prevail.

 

2. Eligibility

1. You must be at least 18 years old to purchase a Product, provide a sample for testing, or create an account with Brooksby Medical.

2. The person providing a sample for testing must be the account holder for that test. You may purchase a test as a gift for another person, but that person must create their own account and register the kit before providing a sample.

3. You may only use our Products within the United Kingdom. We will only send sample collection kits to UK addresses, and our partner laboratories will only process samples taken and posted within the UK.

4. When creating an account you must provide accurate personal information, including your full name, date of birth, address, and contact details. It is your responsibility to keep this information up to date.

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3. Our Service

3.1 What We Provide

Brooksby Medical offers private medical testing services to adult patients, including:

• Blood testing (via home finger-prick kits, clinic visits, or nurse home visits)

• Stool sample testing (e.g. qFIT bowel cancer screening)

• GP-written result reports with clear explanations and practical next steps

• Online GP consultations (subject to availability)

All services are delivered in accordance with applicable UK legislation and regulated by the Care Quality Commission (CQC).

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3.2 Medical Disclaimer

Important: Test results and the accompanying GP-written reports are provided for informational and screening purposes only. They are intended to help you understand your health but do not constitute a clinical diagnosis. Our service is not a substitute for proper medical investigation, ongoing clinical care, or advice from your usual GP or specialist.

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Our reports are based on the information available to us at the time, which may be insufficient to gain a complete understanding of your health or any condition you may have. If you have any concerns about your health or your test results, you should discuss them directly with your GP.

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3.3 Your Responsibility to Act on Results

Based on the results of your test and/or other information you have provided, we may recommend that you see your GP for further investigation, make lifestyle changes, or purchase a follow-up test. You agree that you are solely responsible for acting on such guidance. Brooksby Medical accepts no liability in the event that you choose not to follow recommendations made in your report.

Where your results fall outside the normal range, you agree to share these results with your GP or a qualified medical professional. Brooksby Medical shall not be liable for any consequences arising from your failure to do so.

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4. How the Contract Is Formed

1. Our website and ordering process will guide you through the steps needed to place an order. Please check your order carefully at each stage before submitting.

2. Full payment must be received before we process your order. Once payment is received, we will send you an order confirmation email (“Acceptance Confirmation”). The contract between us is formed on the date we send you the Acceptance Confirmation (the “Contract”).

3. If for any reason we are unable to fulfil your order, we will inform you by email or telephone and will refund you in full within 10 working days.

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5. Price and Payment

1. The price of Products is as quoted on our website at the time you submit your order. All prices include VAT at the applicable current UK rate.

2. If you choose to have your sample collected at a partner clinic or via a nurse home visit, an additional charge (clearly displayed at checkout) will be added to your order.

3. If you choose to return samples via a guaranteed next-day delivery service (where required for certain tests), this will be at your own cost.

4. Prices may change from time to time, but changes will not affect any order you have already placed.

5. You may pay using a debit or credit card, or any other payment method displayed at checkout.

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6. Sample Collection and Testing

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6.1 Kit Registration

When you receive your sample collection kit, you must register it via your online Brooksby Medical account before collecting your sample. Registration links your personal details to the kit so that the laboratory can correctly identify your sample. Failure to register your kit may prevent the laboratory from analysing your sample, and a replacement kit and laboratory administration charge may apply.

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6.2 Kit Validity

Your test kit is valid for 120 days from the date we process your order (the “Validity Period”). If you do not send a sample to the laboratory within this period, your test will expire and you will not be entitled to a refund.

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6.3 Finger-Prick (Home) Collection

If your test can be taken at home using a finger-prick kit, we will send you a sample collection kit containing everything you need, including step-by-step instructions. Please follow these instructions carefully and only use the equipment provided. We will not be liable for any injury suffered if you use equipment other than that provided by us.

You must post your sample on the same day it is collected, using the pre-paid return envelope provided. Failure to do so may lead to deterioration of your sample, which could affect the accuracy of your results. We do not accept responsibility for results compromised by delays in returning samples or samples lost in the post.

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6.4 Venous (Clinic or Nurse) Collection

Some tests require a venous blood sample taken by a qualified phlebotomist or nurse. When ordering these tests, you will be given the option to:

• Attend a partner clinic

• Book a nurse home visit

If attending a clinic, it is your responsibility to take your sample collection kit with you. Please do not open the kit or handle the contents — it is to be used only by a trained phlebotomist or nurse.

For nurse home visits, we will arrange an appointment and confirm details with you. The nurse or our booking team will contact you to schedule a convenient time. Please ensure you are at home at the agreed time.

After a venous sample is collected, it is your responsibility to ensure it is posted to the laboratory on the same day using the pre-paid return label, or the nurse/clinic will post it on your behalf where this service is provided.

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6.5 Stool Sample Collection

For stool-based tests (such as qFIT bowel cancer screening), we will send you a collection kit with full instructions. Follow the enclosed instructions carefully and return your sample promptly using the pre-paid return envelope.

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6.6 Preparation Requirements

Certain tests require you to fast, avoid alcohol, take your sample at a specific time of day, or prepare in other ways. We will provide clear instructions with your kit and in your order confirmation email. It is your responsibility to follow these instructions. Brooksby Medical will not be responsible for any impact to your results if preparation instructions are not followed.

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6.7 Failed or Insufficient Samples

Occasionally, laboratories are unable to test samples. This may be because the sample volume is insufficient, the sample has deteriorated or clotted, or because it has haemolysed (where red blood cells are damaged during collection). If this happens:

1. First failure: We will send you a replacement sample collection kit free of charge so you can repeat the test. If the original sample was collected at a clinic or by a nurse, you will need to arrange and pay for a new collection appointment.

2. Second failure: We will offer you the option of attending a clinic for professional collection (at an additional charge) or cancelling the order for a full refund to your original payment method.

We are not responsible for sample failures caused by incorrect collection technique, delayed posting, or failure to follow preparation instructions.

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7. Results and Reports

1. Your test results and accompanying GP-written report will be uploaded to your secure online Brooksby Medical account, typically within 2–3 working days of your sample reaching the laboratory.

2. Turnaround times stated on our website are estimates only, stated in working days (Monday to Friday, excluding UK public holidays). They are not guaranteed and we do not accept liability for delays.

3. Every report is written or reviewed by an experienced GP registered with the General Medical Council (GMC). Reports include clear explanations of your results and practical guidance on next steps.

4. We may contact you by telephone, email, or SMS regarding your sample or results if necessary. It is important that your contact details are correct and kept up to date.

5. We will not send test results by email unless you expressly ask us to do so.

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7.2 Urgent Results

In rare cases where your results indicate a potentially urgent health concern, we may attempt to contact you directly by telephone, email, or SMS without waiting for you to log in and view your report. You agree that, where we reasonably believe there is an urgent health concern:

1. We may make repeated attempts to contact you using the details you have provided.

2. We may, at our clinical discretion, share your test results, name, and contact information with a third-party healthcare professional (such as your GP or an emergency medical service) if we are unable to reach you, if required by law, or if in our reasonable clinical opinion it is necessary to protect your health or safety.

By using our service, you provide your informed consent for us to act in this way. This does not replace your own responsibility to review your results promptly and to seek medical advice where recommended in your report.

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8. Data Protection and Privacy

Brooksby Medical is committed to safeguarding your personal information and complies fully with the Data Protection Act 2018 and UK GDPR.

1. Storage: Your data is stored securely on our encrypted clinical system (Semble) and backed up on secure UK-based AWS cloud infrastructure.

2. Sharing: By placing an order, you consent to us sharing relevant information with our partner laboratories (Inuvi Laboratories via AWS), partner clinics, and nursing providers for the purpose of fulfilling your order. We may also share information with regulatory bodies (CQC, GMC), safeguarding teams, or Public Health authorities where required by law.

3. We do not sell your data or share it with third parties for marketing purposes.

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8.2 Anonymised Data

We may use anonymised, non-identifiable data derived from test results for internal quality improvement, service development, and anonymised statistical analysis. Anonymised data cannot be used to identify you as an individual. We will not sell anonymised data to third parties, but it may be used in aggregate form to support clinical research, improve our testing services, or contribute to public health understanding.

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8.3 Notifiable Diseases

Your data may be shared with the UK Health Security Agency (UKHSA), Public Health England (PHE), and/or your local health protection team in accordance with the Health Protection (Notification) Regulations 2010 if your test results detect a notifiable disease. These include, but are not limited to, acute infectious hepatitis and HIV. Where required by law, we will report results to the appropriate authorities regardless of your consent.

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8.4 Further Information

For full details on how we collect, use, store, and protect your personal data, please read our Privacy Policy at www.brooksbymedical.com/privacy.

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9. Cancellations and Refunds

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9.1 Your Right to Cancel

Your right to cancel a Contract starts from the date you place your order. You have up to 14 days from the date you receive the order confirmation to cancel, in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

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9.2 Cancellation Before Kit Dispatch

If you cancel before your testing kit has been dispatched, you are entitled to a full refund.

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9.3 Cancellation After Kit Dispatch

If you cancel after your kit has been dispatched but before you have used it, a charge of £11.00 will be deducted from your refund. This covers the cost of the kit, which cannot be reused for hygiene and safety reasons.

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9.4 When You Cannot Cancel

Your cancellation right does not apply if:

1. You have already had a sample taken at a clinic, laboratory, or at home as arranged by us.

2. You have already sent your sample to the laboratory for analysis.

3. You have failed to attend a confirmed phlebotomy or nurse appointment.

4. The 14-day cancellation period has expired.

5. The 120-day kit validity period has expired.

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9.5 Appointment Cancellations

Clinic appointments: May be cancelled or rescheduled with at least 24 hours’ notice at no cost. Late cancellations (less than 24 hours’ notice) or non-attendance may incur a fee of £50.

Nurse home visits: The following cancellation charges apply:

• More than 48 hours’ notice: no charge

• Less than 48 hours’ notice: £30 charge

• Same-day cancellation or non-attendance: £50 charge

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9.6 How to Cancel

To cancel an order, please email enquiries@brooksbymedical.com stating your wish to cancel, your order number, and the reason for cancellation. Alternatively, you may call us on 01664 434741. Your cancellation is effective from the date you send the email, provided it is sent before midnight on the last day of the cancellation period.

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9.7 Refund Processing

If you are entitled to a refund, we will process it within 7 working days to your original payment method. Any applicable charges will be deducted before the refund is issued.

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10. Limitation of Liability

1. The Products you purchase from us are for your private, personal use only. You agree not to use the Products for any commercial purpose.

2. Subject to clause 10.6 below, our total liability to you arising from any Contract is limited to the total price you paid for that Contract.

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In particular, we are not liable for any costs, loss, delay, inconvenience, or damage you suffer as a result of:

1. Your sample being lost, delayed, or damaged in transit to the laboratory.

2. The laboratory being unable to test your sample for any reason.

3. Any injury when using finger-prick lancets, unless the lancet is shown to be defective.

4. Any injury from opening or handling a sample collection kit that was intended for use by a trained phlebotomist or nurse only.

5. Test results not being available within the estimated turnaround time.

6. Your failure to follow instructions provided for sample collection, preparation, or posting.

7. Your failure to act upon our recommendation to seek medical advice or share results with your GP.

8. Your failure to send a sample within the 120-day Validity Period.

9. Your failure to attend a pre-booked appointment or to take your kit to an appointment.

10. Loss or damage that is not reasonably foreseeable

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11. Events Outside Our Control as described in Section 11.

1. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or was contemplated by both parties at the time the Contract was formed.

2. We are not liable to you for any loss of profit, loss of business or revenue, business interruption, or loss of business opportunity.

3. It is your responsibility to ensure your sample is collected and sent to the laboratory within the Validity Period.

4. Nothing in these Terms excludes or limits our liability for:

1. Death or personal injury caused by our negligence.

2. Fraud or fraudulent misrepresentation.

3. Any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (as amended by the Consumer Rights Act 2015).

4. Any breach of the terms implied by sections 9 to 11 of the Consumer Rights Act 2015 (description, satisfactory quality, fitness for purpose).

5. Defective products under the Consumer Protection Act 1987.

 

12. Events Outside Our Control

1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by any act or event beyond our reasonable control (an “Event Outside Our Control”). This includes, but is not limited to: strikes, postal delays, pandemic, natural disaster, failure of third-party systems, or disruption to laboratory services.

2. If an Event Outside Our Control occurs that affects our obligations under a Contract, we will contact you as soon as reasonably possible to notify you, and our obligations will be suspended for the duration of the event.

3. You may cancel a Contract affected by an Event Outside Our Control that has continued for more than 30 days by contacting us. If you cancel in these circumstances, we will refund you in full.

 

13. Complaints

We take all complaints seriously and aim to resolve them promptly and fairly.

1. If you wish to make a complaint about any aspect of our service, please contact us by email at enquiries@brooksbymedical.com or by telephone on 01664 434741.

2. We will acknowledge your complaint within 2 working days and aim to provide a full response within 10 working days.

3. If you are not satisfied with our response, you may escalate your complaint to the Care Quality Commission (CQC) at www.cqc.org.uk or the Parliamentary and Health Service Ombudsman.

 

14. Website Use and Intellectual Property

1. All content on www.brooksbymedical.com — including text, images, logos, and design — is the intellectual property of Brooksby Medical Ltd and may not be reproduced, distributed, or used without our prior written consent.

2. Misuse of the site, including impersonation or deliberate disruption, may result in access termination and possible legal action.

3. Our website may contain links to third-party websites. We are not responsible for the content, accuracy, or privacy practices of external sites.

 

15. Changes to These Terms

1. We may amend these Terms from time to time. The version in force at the time you place your order will apply to the Contract between us.

2. If we make changes that materially affect your rights, we will notify you by email or by prominently updating our website.

3. If you are not happy with any changes, you may cancel any unfulfilled order in accordance with Section 9.

 

16. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. If you are a resident of Northern Ireland, you may also bring proceedings in Northern Ireland. If you are a resident of Scotland, you may also bring proceedings in Scotland.

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17. Contact Information

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

Brooksby Medical Ltd

The Old Rectory, Hoby Road, Brooksby, Leicestershire, LE14 2LE

Email: enquiries@brooksbymedical.com

Phone: 01664 434741

Company number: 16238571

Brooksby Medical is not an emergency service or a replacement for your usual doctor. For urgent medical needs, call 999 or visit your nearest A&E.