Home » Terms of service

Terms of service

TERMS OF SERVICE

OVERVIEW

This website is operated by AIS Health Ltd.

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

Throughout these Terms, “we”, “us” and “our” mean AIS Health Ltd.

Our website provides access to medical testing products and related services.

These may include:

  • Home sample collection kits.

  • Clinic-based sample collection.

  • Laboratory testing.

  • Medical interpretation of results.

  • Appointment booking.

  • Related healthcare services.

By using our website, you agree to these Terms of Service.

These Terms also apply when you purchase any product or service.

Other policies may form part of your agreement with us.

These include our:

  • Privacy Policy.

  • Refund Policy.

  • Sample Processing and Repeat Testing Policy.

  • Delivery Policy.

  • Cancellation Policy.

Please read these Terms before placing an order.

You should not order unless you accept these Terms.

Important terms appear on relevant product and checkout pages.

Our online store is hosted by Shopify.

Shopify provides the ecommerce platform used for our online services.

SECTION 1 – ABOUT US

AIS Health Check is operated by:

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

Company number: 09835294

Email: info@aishealthcheck.co.uk

Telephone: 0207 871 3015

SECTION 2 – ELIGIBILITY AND ONLINE STORE USE

You must provide accurate information when ordering.

You must also have authority to place the order.

Some tests have minimum age requirements.

These requirements will appear within the relevant product information.

Where permitted, a parent or guardian may order for a child.

Additional consent requirements may apply to children and vulnerable adults.

You must not use our website for unlawful purposes.

You must not interfere with our website’s security or operation.

You must not transmit viruses, malware, or destructive computer code.

We may suspend access following serious misuse of our website.

SECTION 3 – MEDICAL SERVICE LIMITATIONS

Our testing services do not replace urgent medical assessment.

You must not use them during a medical emergency.

Call 999 when someone has a life-threatening emergency.

Contact NHS 111 for urgent medical advice when appropriate.

Testing may support healthcare decisions.

However, no test can detect every possible medical condition.

Results must be considered alongside symptoms and clinical information.

A normal result does not always exclude illness.

An abnormal result does not always confirm a diagnosis.

You should seek medical advice when symptoms continue or worsen.

You must provide accurate medical and personal information.

Incomplete information may affect interpretation or service delivery.

SECTION 4 – PRODUCT AND SERVICE INFORMATION

We take reasonable steps to describe our services accurately.

Product descriptions explain each test’s general purpose.

They may also describe:

  • Included biomarkers.

  • Collection methods.

  • Eligibility requirements.

  • Expected turnaround times.

  • Location availability.

  • Preparation requirements.

  • Important limitations.

Website information is provided for general guidance.

It does not constitute personalised medical advice.

Product availability may change without notice.

We may correct genuine pricing or description errors.

We will contact you when an error affects your order.

You may cancel for a full refund in those circumstances.

This applies unless the service has already been completed.

SECTION 5 – ORDERS AND ACCEPTANCE

Submitting an order does not automatically create a contract.

Your order represents an offer to purchase our service.

We may decline an order for legitimate reasons.

These may include:

  • Product unavailability.

  • Incorrect pricing.

  • Eligibility concerns.

  • Suspected fraud.

  • Regulatory restrictions.

  • Clinical unsuitability.

  • Service-location limitations.

The contract begins when we confirm order acceptance.

Automated payment confirmation may not constitute final acceptance.

We may request further information before providing the service.

You must provide accurate contact and patient details.

We may delay processing while required information remains unavailable.

SECTION 6 – PRICES AND PAYMENT

Prices appear in pounds sterling unless stated otherwise.

Applicable taxes are included where legally required.

Prices may change before an order is accepted.

Confirmed orders will not normally receive later price increases.

Payment must be authorised by the cardholder.

We may cancel payments that appear fraudulent or unauthorised.

SECTION 7 – RESULT TURNAROUND TIMES

All stated result turnaround times are estimates.

They are provided for guidance only.

They do not represent guaranteed reporting deadlines.

Results may become available earlier or later than estimated.

Unless stated otherwise, turnaround begins after laboratory receipt.

The laboratory must also accept the sample as suitable.

Turnaround does not begin when:

  • The order is placed.

  • A kit is dispatched.

  • The sample is collected.

  • The sample is posted.

  • A clinic appointment is booked.

Estimated turnaround times may exclude weekends.

They may also exclude bank holidays and laboratory closure dates.

Some tests require longer confirmation or quality checks.

Delays may arise because of:

  • Laboratory workload.

  • Equipment failure.

  • Reagent shortages.

  • Quality-control procedures.

  • Further testing requirements.

  • Referral to another laboratory.

  • Courier or postal disruption.

  • Incomplete patient information.

  • Sample identification concerns.

  • Circumstances beyond reasonable control.

We will take reasonable steps to investigate significant delays.

We cannot guarantee results before any personal deadline.

You should not rely upon estimates for:

  • Travel arrangements.

  • Visa applications.

  • Employment deadlines.

  • Court proceedings.

  • Sporting events.

  • Medical procedures.

  • Insurance applications.

  • University applications.

  • Other time-sensitive commitments.

You remain responsible for allowing sufficient time.

Nothing within this section removes your statutory rights.

SECTION 8 – SAMPLE COLLECTION REQUIREMENTS

Testing requires a suitable and correctly identified sample.

You must follow all supplied collection instructions.

You must also follow packaging and return instructions.

Home-kit customers must provide samples within stated limits.

Samples should be returned promptly after collection.

You must use the supplied containers where instructed.

You must seal containers and packaging correctly.

You must provide all required identification information.

You must not submit another person’s sample deceptively.

The laboratory may reject samples that are unsuitable.

Reasons may include:

  • Insufficient sample volume.

  • Incorrect collection.

  • Leakage or breakage.

  • Contamination.

  • Incorrect labelling.

  • Missing information.

  • Delayed return.

  • Incorrect storage.

  • Temperature exposure.

  • Clotting.

  • Haemolysis.

  • Sample degradation.

  • Laboratory quality-control failure.

  • Unclear sample identity.

Suitability can only be confirmed after laboratory assessment.

Dispatch tracking does not confirm sample suitability.

SECTION 9 – LOST, DAMAGED OR DELAYED SAMPLES

Biological samples may occasionally be delayed, lost, or damaged.

This may occur during collection, transport, or processing.

We do not guarantee successful analysis of every submitted sample.

However, we will use reasonable care when providing our service.

Please contact us when tracking shows an unusual delay.

You should also contact us when packaging arrives damaged.

We may investigate with the courier or laboratory.

The appropriate remedy depends upon the circumstances.

Where reasonable, we may provide:

  • A replacement collection kit.

  • Another clinic collection.

  • Repeat laboratory processing.

  • An alternative collection method.

  • A refund or price reduction.

Any repeat test remains subject to clinical suitability.

Availability may also depend upon the testing provider.

We may require reasonable evidence before replacing a kit.

This may include photographs of damaged packaging.

We will not charge for repetition caused by our failure.

We may charge reasonable costs when customer actions caused failure.

Examples include deliberate misuse or ignored instructions.

We will explain any proposed charge before proceeding.

Nothing within this section affects statutory consumer remedies.

SECTION 10 – REPEAT COLLECTION AND REPEAT TESTING

A repeat sample may sometimes be clinically necessary.

It may also be required for laboratory quality assurance.

Repeat testing does not necessarily indicate an incorrect service.

Biological variation can affect repeat test results.

Some results require confirmation using another method.

We will explain known repeat requirements where reasonably possible.

A repeat test may involve:

  • Another home collection.

  • Another clinic appointment.

  • Additional laboratory analysis.

  • Referral to a specialist laboratory.

  • Collection of a different sample type.

We will offer an appropriate remedy when repetition becomes necessary.

The remedy will consider:

  • The reason for repetition.

  • The test purchased.

  • Laboratory requirements.

  • Customer cooperation.

  • Clinical appropriateness.

  • Available collection locations.

  • Reasonable completion times.

Where repeat performance remains impossible, other remedies may apply.

These may include a suitable price reduction or refund.

SECTION 11 – HOME COLLECTION KITS

Home kits are supplied for personal sample collection.

You must check kit contents promptly after delivery.

Contact us when essential components are missing.

Do not use expired or visibly damaged collection materials.

Home kits must be stored according to instructions.

You remain responsible for following collection instructions.

We are not responsible for avoidable collection errors.

This applies where clear instructions were not followed.

However, this does not remove liability for our own failures.

Some kits cannot be returned after opening.

This may result from health protection and hygiene requirements.

Your statutory cancellation rights remain unaffected where applicable.

SECTION 12 – CLINIC APPOINTMENTS

Clinic availability may vary by location.

Appointment times may occasionally require changes.

We will provide reasonable notice where practicable.

Clinics may refuse collection for safety reasons.

They may also refuse collection without required identification.

Late attendance may require another appointment.

Missed appointment terms appear within our Cancellation Policy.

Clinic staff may decide that collection is unsafe.

We may offer another appointment or suitable alternative.

The available remedy depends upon the circumstances.

SECTION 13 – THIRD-PARTY PROVIDERS

We use external providers to deliver some services.

These may include:

  • Laboratories.

  • Clinics.

  • Healthcare professionals.

  • Couriers.

  • Postal providers.

  • Payment providers.

  • Technology suppliers.

We remain responsible for obligations imposed upon us by law.

Third-party delays may sometimes affect service delivery.

We will take reasonable steps to resolve reported problems.

External websites have their own terms and privacy policies.

We are not responsible for unrelated external website content.

SECTION 14 – RESULTS AND INTERPRETATION

Results are based upon the sample received.

They also depend upon laboratory methods and reference ranges.

Reference ranges may vary between laboratories.

A result outside range is not always clinically significant.

A result within range does not always exclude disease.

Medical interpretation uses available information.

Interpretation may be limited by missing clinical information.

You should disclose relevant medicines and medical conditions.

You should also disclose supplements where requested.

Results may need discussion with your usual clinician.

We may recommend further assessment or repeat testing.

You remain responsible for seeking appropriate medical care.

SECTION 15 – COMMUNICATION OF RESULTS

Results are normally delivered electronically.

You must provide a correct and accessible email address.

You should check spam and junk email folders.

We may use secure systems for sensitive information.

You are responsible for protecting your account credentials.

Please contact us if results appear overdue.

We may verify your identity before releasing information.

We will not knowingly release results to unauthorised persons.

SECTION 16 – CANCELLATION AND REFUNDS

Cancellation rights depend upon the purchased service.

They may also depend upon service progress.

Full details appear within our Refund Policy.

Different rules may apply after:

  • A home kit has been dispatched.

  • Sealed medical products have been opened.

  • An appointment has occurred.

  • Sample collection has started.

  • Laboratory processing has started.

  • Results have been issued.

Nothing within our policies removes statutory cancellation rights.

Where legally required, we will provide applicable refunds.

Refunds are usually returned through the original payment method.

Processing times may depend upon your payment provider.

SECTION 17 – CUSTOMER RESPONSIBILITIES

You agree to provide complete and accurate information.

This includes the tested person’s:

  • Full name.

  • Date of birth.

  • Sex or gender information where required.

  • Contact information.

  • Relevant medical information.

  • Sample collection details.

You must check order information before submission.

You must tell us promptly about errors.

We are not responsible for delays caused by inaccurate details.

This applies where we used reasonable care.

You must follow all safety and preparation instructions.

You must seek medical help when clinically appropriate.

SECTION 18 – WEBSITE ACCOUNTS AND SECURITY

You are responsible for maintaining account security.

You must not share passwords with unauthorised persons.

Tell us promptly about suspected account misuse.

We may suspend accounts to protect personal information.

Website access may occasionally become unavailable.

We will take reasonable steps to restore disrupted services.

SECTION 19 – INTELLECTUAL PROPERTY

Website content belongs to us or our licensors.

This includes text, branding, graphics, and software.

You may use website content for personal purposes.

You must not reproduce it commercially without permission.

You must not scrape or systematically extract website content.

SECTION 20 – PROHIBITED USES

You must not use our website unlawfully.

You must not:

  • Submit false or misleading information.

  • Impersonate another person.

  • Infringe intellectual property rights.

  • Attempt unauthorised system access.

  • Upload malicious code.

  • Harvest personal information.

  • Interfere with website security.

  • Use automated scraping without permission.

  • Harass staff or other users.

  • Use our services fraudulently.

We may restrict access following prohibited activity.

SECTION 21 – PRIVACY AND PERSONAL INFORMATION

Our Privacy Policy governs personal information processing.

Health information receives additional protection under data law.

We only process information for legitimate purposes.

Please read our Privacy Policy before ordering.

SECTION 22 – DISCLAIMER AND LIMITATION OF LIABILITY

We do not exclude responsibilities that cannot legally be excluded.

We provide services using reasonable care and skill.

Nothing within these Terms excludes liability for:

  • Death caused by our negligence.

  • Personal injury caused by our negligence.

  • Fraud or fraudulent misrepresentation.

  • Breaches which cannot legally be excluded.

  • Statutory consumer rights.

Result turnaround estimates are not guaranteed deadlines.

We are not automatically liable for every external delay.

However, we remain responsible where the law requires.

We are not responsible for losses that were unforeseeable.

A loss is foreseeable when both parties could reasonably anticipate it.

We are not responsible for business losses suffered by consumers.

Our services are primarily provided for personal use.

We are not responsible for losses caused by inaccurate customer information.

We are not responsible for avoidable collection failures.

This applies where clear instructions were not followed.

We are not responsible for time-sensitive commitments based solely upon estimates.

Examples include missed travel or application deadlines.

This does not apply where liability cannot legally be limited.

Where legally permitted, liability may be limited appropriately.

Any limitation will reflect the circumstances and applicable law.

Nothing within these Terms removes your legal remedies.

SECTION 23 – EVENTS BEYOND REASONABLE CONTROL

Events beyond reasonable control may delay services.

These may include:

  • Severe weather.

  • Postal disruption.

  • Courier disruption.

  • Transport disruption.

  • Industrial action.

  • Power failure.

  • Cyber incidents.

  • Public health emergencies.

  • Natural disasters.

  • Government restrictions.

  • Laboratory supply shortages.

  • Unexpected equipment failure.

We will take reasonable steps to reduce disruption.

We will resume affected services when reasonably possible.

We will tell you about significant known disruption.

Your statutory rights remain unaffected.

SECTION 24 – COMPLAINTS

Please contact us when you are dissatisfied.

Email complaints to:

info@aishealthcheck.co.uk

Please include:

  • Your name.

  • Your order number.

  • The tested person’s name.

  • A clear problem description.

  • Your preferred resolution.

We may request identity verification.

We will investigate complaints fairly and promptly.

We may contact laboratories or clinics during investigation.

This may require sharing relevant order information.

Information will be handled under our Privacy Policy.

SECTION 25 – CHANGES TO THESE TERMS

We may update these Terms occasionally.

The current version will appear on our website.

Changes will not unfairly alter completed contracts.

The applicable version is normally the purchase-date version.

We recommend saving a copy when ordering.

SECTION 26 – SEVERABILITY

A court may find part of these Terms unenforceable.

That part will be removed only where necessary.

The remaining provisions will continue to apply.

SECTION 27 – WAIVER

Delayed enforcement does not waive our legal rights.

A waiver must be clearly communicated.

One waiver does not create an ongoing waiver.

SECTION 28 – TRANSFER OF RIGHTS

We may transfer our rights and obligations lawfully.

Any transfer must not reduce your consumer protections.

You may transfer rights where the law permits.

Contact us before transferring an order to another person.

Some tests cannot be transferred after registration.

SECTION 29 – THIRD-PARTY RIGHTS

These Terms are between you and AIS Health Ltd.

Other persons cannot enforce them unless legally entitled.

SECTION 30 – GOVERNING LAW AND JURISDICTION

These Terms are governed by English law.

Consumers retain mandatory protections within their home jurisdiction.

Courts with lawful jurisdiction may hear disputes.

Nothing prevents consumers using legally available local courts.

SECTION 31 – ENTIRE AGREEMENT

These Terms include policies expressly referenced within them.

They form the agreement concerning your purchase.

Nothing excludes information made binding by consumer law.

Nothing excludes liability for fraudulent statements.

SECTION 32 – CONTACT INFORMATION

Questions about these Terms should be sent to:

AIS Health Check
AIS Health Ltd

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

Email: info@aishealthcheck.co.uk

Telephone: 0207 871 3015

Company number: 09835294

Last updated: 13 July 2026