Sample Processing & Repeat Testing Policy

SAMPLE PROCESSING AND REPEAT TESTING POLICY

Last updated: 13 July 2026

1. ABOUT THIS POLICY

This policy explains how we collect and process biological samples.

It also explains what happens when samples cannot be tested.

This policy applies to clinic collections and home collection kits.

It forms part of our Terms of Service.

In this policy, “we”, “us”, and “our” mean AIS Health Ltd.

AIS Health Check is a trading name of AIS Health Ltd.

Nothing within this policy affects your statutory consumer rights.

2. OUR TESTING SERVICES

Our services may include:

Supplying home collection kits.
Arranging clinic appointments.
Collecting biological samples.
Transporting samples to laboratories.
Laboratory analysis.
Reporting test results.
Providing medical interpretation.

Some services are provided through independent laboratories and clinics.

Couriers and postal providers may also handle submitted samples.

3. SAMPLE TYPES

Samples may include:

Blood.
Urine.
Saliva.
Stool.
Swabs.
Hair.
Nail clippings.
Other biological materials.

The required sample depends upon the purchased test.

You must provide the requested sample type.

Alternative sample types may produce different results.

4. CUSTOMER RESPONSIBILITIES

You must follow all provided collection instructions.

You must also follow packaging and return instructions.

You must provide accurate patient information.

Required information may include:

Full name.
Date of birth.
Sex or gender information.
Collection date.
Collection time.
Relevant medical information.
Current medicines.
Supplements.
Fasting status.

You must check all labels before returning samples.

Every sample must identify the correct tested person.

Samples must not be deliberately mislabelled or substituted.

You must use supplied containers where instructed.

Containers must be closed and sealed correctly.

Samples should be returned within the stated timeframe.

You must follow any storage or temperature requirements.

You should retain available postal or courier tracking information.

Incorrect collection may prevent successful laboratory analysis.

5. HOME COLLECTION KITS

Check your kit promptly after delivery.

Do not use damaged or expired collection materials.

Follow every instruction included with your kit.

Some tests require preparation before collection.

Preparation may include:

Fasting.
Avoiding certain foods.
Avoiding supplements.
Collecting at a specific time.
Avoiding exercise.
Delaying collection after medication.

These requirements vary between tests.

Check the product information and kit instructions carefully.

Do not guess where incorrect collection could affect results.

6. CLINIC COLLECTIONS

Clinic staff will follow their collection procedures.

You must bring required identification where requested.

You must disclose relevant collection difficulties.

These may include:

Fainting during blood collection.
Bleeding disorders.
Anticoagulant use.
Difficult venous access.
Allergies to dressings.
Previous collection complications.

Clinic staff may postpone unsafe collections.

Another appointment may be required.

Clinic staff cannot guarantee successful collection during every appointment.

7. SAMPLE SUITABILITY

Laboratories can only analyse suitable samples.

Suitability is assessed after laboratory receipt.

A sample may be unsuitable for several reasons.

These reasons may include:

Insufficient sample volume.
Incorrect sample type.
Incorrect collection technique.
Leakage.
Breakage.
Contamination.
Incorrect labelling.
Missing information.
Delayed transport.
Incorrect storage.
Excessive temperature exposure.
Haemolysis.
Clotting.
Sample degradation.
Laboratory quality-control concerns.
Unclear sample identity.

Tracking confirmation does not confirm laboratory suitability.

A visibly acceptable sample may still fail quality checks.

Some suitability problems only become apparent during analysis.

8. BLOOD SAMPLE ISSUES

Blood samples can become unsuitable for several reasons.

These may include:

Haemolysis.
Clotting.
Insufficient volume.
Incorrect collection tube.
Delayed processing.
Incorrect mixing.
Temperature exposure.
Transport damage.

Haemolysis may affect certain laboratory measurements.

Clotted samples may prevent some blood analyses.

Insufficient samples may not support every requested test.

The laboratory decides whether reliable analysis remains possible.

9. URINE, STOOL, SALIVA, AND SWAB ISSUES

These samples must meet specific collection requirements.

Possible problems include:

Insufficient quantity.
Contamination.
Incorrect collection timing.
Incorrect container use.
Leakage.
Delayed return.
Incorrect storage.
Collection from the wrong anatomical site.
Recent washing or antiseptic use.
Recent medicines affecting detection.

Laboratories may reject compromised samples.

Repeat collection may be needed.

10. POSTAL AND COURIER RETURNS

Samples may be returned using provided postal arrangements.

Some kits may require tracked courier services.

Use the return method included with your kit.

Do not use standard postage when prohibited.

You must package the sample according to instructions.

Incorrect packaging may cause leakage or rejection.

Post samples promptly after collection.

Avoid posting before known service disruptions where possible.

Avoid posting when samples may remain undelivered unnecessarily.

This may include weekends and bank holidays.

Follow test-specific instructions where these differ.

Postal tracking may sometimes be incomplete or delayed.

Please contact us when delivery appears unusually delayed.

11. LOST SAMPLES

A sample is not automatically lost because results are delayed.

The laboratory may need additional processing time.

We may contact the laboratory before confirming loss.

We may also contact the courier or postal provider.

Investigations may require tracking information.

We may request your collection and dispatch details.

Please provide requested information promptly.

Where a sample is confirmed lost, we will offer assistance.

The appropriate remedy depends upon the circumstances.

It may include:

A replacement kit.
Another clinic appointment.
Alternative collection arrangements.
A refund where repetition is inappropriate.

We will not charge for repetition caused by our failure.

12. DAMAGED OR LEAKING SAMPLES

Do not handle visibly leaking packages unnecessarily.

Follow any safety instructions provided.

We may request photographs of the packaging.

Photographs can support courier or laboratory investigations.

Do not return damaged materials without further instructions.

A replacement kit may be required.

The available remedy depends upon the damage’s likely cause.

13. DELAYED SAMPLES

Transport delays may affect sample stability.

Different sample types have different stability periods.

A delay does not always make a sample unsuitable.

The laboratory will determine whether testing remains reliable.

Repeat collection may be required after excessive delay.

We will consider who controlled the return arrangements.

We will also consider whether instructions were followed.

14. LABORATORY PROCESSING

Laboratories use quality procedures before releasing results.

These procedures may include:

Sample identification checks.
Instrument quality controls.
Repeat measurements.
Confirmation testing.
Manual review.
Clinical scientist review.
Referral to another laboratory.

These procedures may extend turnaround times.

Additional processing supports result accuracy and reliability.

A laboratory may decline to report unreliable results.

15. INCONCLUSIVE OR INDETERMINATE RESULTS

Some samples produce inconclusive results.

An inconclusive result does not necessarily indicate laboratory error.

Possible reasons include:

Results near detection limits.
Biological variation.
Interfering substances.
Low organism levels.
Contamination.
Insufficient sample material.
Conflicting test signals.
Technical quality concerns.

A repeat sample may resolve the uncertainty.

Another testing method may sometimes be recommended.

Repeat testing cannot guarantee a conclusive result.

16. REPEAT TESTING

Repeat testing may involve:

Reanalysing the original sample.
Testing another portion.
Collecting another sample.
Using another laboratory method.
Referring the sample elsewhere.
Booking another clinic appointment.

The most suitable option depends upon the test.

It also depends upon available sample material.

The laboratory may decide that recollection is necessary.

We will explain available next steps where possible.

17. REPLACEMENT HOME KITS

We may provide a replacement kit when appropriate.

A free replacement may be offered where:

The original kit arrived damaged.
Essential components were missing.
Our dispatch process failed.
The courier lost the returned sample.
The laboratory requires recollection.
The sample failed despite correct collection.

We may request reasonable evidence.

Examples include photographs or tracking information.

Replacement kits must be used within stated timescales.

Only necessary replacement components may be supplied.

18. REPEAT CLINIC APPOINTMENTS

Another clinic appointment may be offered where appropriate.

Availability depends upon participating locations.

The original location may not always remain available.

We may offer another reasonable location.

A new appointment time must be agreed.

Travel expenses are not normally reimbursed.

This does not affect rights where reimbursement is legally required.

19. WHEN ADDITIONAL CHARGES MAY APPLY

We will not charge for failures caused by us.

We may charge when repeat services become necessary through misuse.

This may include:

Deliberately submitting the wrong sample.
Ignoring clear collection instructions.
Returning an expired kit.
Using damaged materials despite warnings.
Providing incorrect identification details.
Failing to attend a rearranged appointment.
Requesting repetition without laboratory justification.

We will explain any charge before proceeding.

No additional service will begin without agreement.

Any charge must remain reasonable and proportionate.

20. WHEN A REFUND MAY APPLY

Repeat performance is usually considered first.

A refund or price reduction may apply where:

Repeat performance is impossible.
Repetition would cause unreasonable inconvenience.
Repetition cannot occur within a reasonable period.
The service cannot be completed.
Consumer law otherwise requires a remedy.

Refund amounts depend upon completed service elements.

Completed services may include kit supply or clinical collection.

However, lawful consumer remedies will always be respected.

Refunds will follow our Refund Policy.

21. RESULT TURNAROUND TIMES

All result turnaround times are estimates.

They are provided for guidance only.

They do not represent guaranteed deadlines.

Results may become available earlier or later.

Turnaround usually begins after laboratory receipt.

The sample must also be suitable for analysis.

Turnaround does not usually begin when:

You place the order.
We dispatch the kit.
You collect the sample.
You post the sample.
You attend the clinic.

Some estimates exclude weekends and bank holidays.

Laboratory closure days may also be excluded.

Check the relevant product page for specific details.

22. CAUSES OF RESULT DELAYS

Results may be delayed by:

Postal disruption.
Courier delays.
Laboratory workload.
Equipment failure.
Reagent shortages.
Quality-control procedures.
Repeat analysis.
Confirmation testing.
Specialist laboratory referral.
Missing patient information.
Sample identification queries.
Exceptional demand.
Circumstances beyond reasonable control.

We will investigate significant reported delays.

We cannot guarantee completion before personal deadlines.

23. TIME-SENSITIVE USES

Do not rely solely upon estimated turnaround times.

Allow sufficient time before any deadline.

Relevant deadlines may include:

Travel.
Visa applications.
Employment applications.
University applications.
Court proceedings.
Insurance applications.
Sporting events.
Planned procedures.
Occupational health requirements.
Regulatory submissions.

You remain responsible for checking each organisation’s requirements.

We do not guarantee third-party acceptance of any test.

Check required sample types and reporting formats before ordering.

24. MEDICAL URGENCY

Do not use routine testing for medical emergencies.

Do not delay urgent care while awaiting results.

Call 999 during life-threatening emergencies.

Contact NHS 111 for urgent advice where appropriate.

Contact your clinician when symptoms worsen.

Testing does not replace clinical examination where required.

25. COMMUNICATING WITH YOU

We may contact you about sample problems.

You must provide accurate contact details.

Check your email and spam folders regularly.

Respond promptly to requests for information.

Delayed responses may delay processing.

We may verify identity before discussing health information.

26. CONTACTING US ABOUT A SAMPLE

Your kit arrives damaged.
Important collection components are missing.
Instructions appear unclear.
A returned sample appears delayed.
Tracking shows an unexpected problem.
Results remain outstanding beyond the estimate.
The laboratory requests another sample.

Please provide:

Your full name.
Your order number.
The tested person’s name.
The collection date.
The dispatch date.
Available tracking information.
Relevant photographs.
A clear description of the problem.

Do not send sensitive health information unnecessarily.

We may request further details securely.

27. OUR RESPONSIBILITIES

We will provide services using reasonable care and skill.

We will investigate reported sample-processing problems reasonably.

We will explain available remedies where practicable.

We will not unfairly remove statutory consumer protections.

We will handle personal information under our Privacy Policy.

We will use appropriate providers for purchased services.

28. LIMITATION OF THIS POLICY

Biological samples carry unavoidable processing risks.

Successful analysis cannot be guaranteed for every sample.

We are not responsible for avoidable customer collection failures.

This applies where clear instructions were not followed.

We are not responsible for unforeseeable losses.

We are not responsible for business losses suffered by consumers.

We are not responsible for missed commitments based solely upon estimates.

However, this policy does not exclude legally protected liability.

It does not exclude liability for negligence causing personal injury.

It does not exclude liability for fraud.

It does not restrict statutory consumer rights.

29. COMPLAINTS

We aim to resolve complaints fairly.

Please contact:

Email: info@aishealthcheck.co.uk

Include your order number and requested outcome.

We may contact involved laboratories or clinics.

We will handle information under our Privacy Policy.

30. CHANGES TO THIS POLICY

We may update this policy periodically.

The latest version will appear on our website.

Changes will not unfairly alter completed contracts.

The purchase-date version normally applies to your order.

31. CONTACT INFORMATION

AIS Health Check
A trading name of AIS Health Ltd

4th Floor, Silverstream House
45 Fitzroy Street
Fitzrovia
London
W1T 6EB