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Terms and Conditions

1   These terms

1.1   What these terms cover. These are the terms and conditions on which we supply products to you, whether these are goods or services.

1.2   Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2   Information about us and how to contact us

2.1   Who we are. We are The Travel Vaccine Room, a trading name of RJR Chem Ltd, a company registered in England and Wales. Our company registration number is 09419483.

2.2   How to contact us. You can contact us by using our interactive online help and contact centre at thetravelvaccineroom.co.uk/contact-us or by writing to us at [email protected]

2.3   How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4   “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3   Our contract with you

3.1   How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

3.2   If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

3.3   We only sell to the UK. Our website is solely for the promotion of our products in mainland England, Scotland and Wales. Unfortunately, we do not accept orders from of deliver to addresses outside mainland England, Scotland and Wales.

3.4  Our products are not for resale. Our products are not for resale or to be transferred for value to any person. In the event that you breach this clause, you will be responsible for and bear all costs and losses suffered or incurred by us as a result, including for the avoidance of doubt any claim be a third party arising out of or in connection with the products.

4   Our products

4.1   Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images..

4.2   Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

4.3   “Products” in these terms includes home testing kits and any testing services (at a testing centre, for example) we may offer from time to time.

5   Your rights to make changes

5.1   If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8 – Your rights to end the contract).

5.2   If you are attending one of our testing centres and are unable to make your appointment time, please notify us as soon as you can. You may cancel or amend your appointment time at any time up to 48 hours in advance of your booked appointment and, in the event of such cancellation, you will be entitled to a refund. Cancellation within 48 hours of your appointment time will not entitle you to a refund, unless you are exercising your legal right to change your mind in which case please see clause 8.3 to 8.5. If you contact us within 48 hours of your appointment, we may allow you to rearrange your appointment once to a future date and time but please note this rearranged appointment may not be rearranged again.

6   Our rights to make changes

6.1   Changes to the products. We may change the product:

6.1.1   to reflect changes in relevant laws and regulatory requirements; and

6.1.2   to implement technical adjustments and improvements, for example to address a security threat. These changes will not affect the purpose for which the product is supplied.

6.2   More significant changes to the products and these terms. In addition, we may make more significant changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.

7   Providing the products

7.1   Delivery costs. The costs of delivery will be as displayed to you on our website.

7.2.1   If the products are postal tests (for return via post, courier or dropbox locations). If your order is placed before 4pm on any day (including weekends but excluding public holidays), we will endeavour to ship the order on the same day via next day postal service or via courier service. Otherwise we will endeavour to ensure that your order will be shipped on the next day.

7.2.2   If you administered your test at one of our testing centres. We will begin the services on the date set out in the order provided that you attend the testing centre as required.

7.3   Timescales are estimates only. Whilst we will endeavour to dispatch testing kits and process returned specimens promptly, timescales provides are estimates only and no guarantee is given as to any timescale. As a result, our products cannot be relied upon where time is of the essence for the provision of the results.

7.4   Testing services. Our tests only cover the conditions and infections that they are specified to be for on our website. As with all tests, no test can be 100% accurate. Our tests may be subject to a window period for tests to be taken and for samples to be returned to us for testing. This window period for each test is made clear on test kits. Tests only provide results as at the date the sample was taken.

7.5   It is your responsibility to ensure that the instructions contained in the test kits are followed carefully. Failure to do so may result in an inaccurate test result or we may be unable to properly test the samples returned to us. We have no responsibility to you where you have failed to comply with the requirements of the testing kits. If you have any queries about the testing kits, please contact us via the details set out on our website.

7.6   Testing centres. Where attending our testing centres, you must arrive at the time and with all information and otherwise having completed all other requirements (including registration) notified to you as part of the order process. Failure to do so may result in us being unable to provide testing services to you and you will not be entitled to a refund.

7.7   Our testing centres operate in a COVID-19 secure manner. You will be required to wear a mask and comply with social distancing and other health and safety requirements. Failure to do so, or if we reasonably consider that your presence in our testing centre threatens the COVID-19 secure nature of the facilities or the health and well-being of any other person then you will be refused entry or required to leave the facility. In such circumstances you will not be entitled to a refund.

7.8   Postal tests. Our tests are not ‘instant’ test kits and you are therefore required to register the test kits in the manner required and return them to us for processing. In particular:

7.8.1

you must register your test kit at https://portal.salient.bio/register  in accordance with the instructions contained with the test kit and on our website. Failure to register will prevent test results from being issued to you;

7.8.3   we supply with our postal test kits a Royal Mail Tracked 24 mail bag for your convenience only. Please note that Royal Mail Tracked 24 is not a guaranteed next day delivery service and we accept no responsibility for the service provided by Royal Mail or, in particular, any delays in delivery. If you require a more urgent return then please make alternative arrangements with a courier that provides such service or return your specimen to us via one of our drop box locations (please see our website for further details).

7.9   Test results. We will endeavour to provide you with results of your tests:

7.9.1   in respect of postal tests within 24 hours of actual receipt at our laboratory of your postal test, provided that the relevant registration has been completed and the test has been taken and returned to us in the manner notified to you in the order process and in the test kit itself.

7.9.2   in respect of tests taken at a testing centre within the guide times of the product that you purchased.

7.10   Test results. We understand that most patients will require a Negative test result for work, travel and personal purposes. Therefore a test may return an undesired result outcome such as Positive, Inconclusive/Unclear, Fail or Void. In addition to genuine results, false results can occur from time to time (no test is 100% accurate). In either case, provided that such is not as a result of our negligence, we are not responsible to you for any loss you suffer in connection to it.

7.11Your testing results will be issued to the email address provided to us as part of the test kit registration process (see clause 7.8.1). Please therefore take care to ensure that the details provided to us are correct.

7.12   Where we agree to provide a travel certificate with the results of your test, such certificate is provided in our standard form. No guarantee is given that such is acceptable to any airline or other travel provider or government or regulatory authority. You should ensure that you check such requirements before you purchase our products and before you attempt to travel. It is your responsibility to ensure that our services are adequate for your requirements.

7.13   We are not responsible for delays outside our control.

7.13.1   An event outside our control means any act or event beyond our reasonable control, including (but not limited to)

7.13.1.1   acts of God, flood, drought, earthquake or other natural disaster, collapse of buildings, fire, explosion or accident;

7.13.1.2   epidemic or pandemic (including COVID-19 or variants thereof);

7.13.1.3   terrorist attack or threat of attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict;

7.13.1.4   imposition of sanctions, embargo or breaking off of diplomatic relations;

7.13.1.5   nuclear, chemical or biological contamination or sonic boom;

7.13.1.6   non-performance by suppliers or subcontractors;

7.13.1.7   delays in the return of any test specimens to us via Royal Mail or other third party;

7.13.1.8   delays in shipping of postal test kits once the relevant kit has been handed to, or otherwise as a result of the act or omission of, Royal Mail or another courier service;

7.13.1.9   any law or any action taken by a government or public authority, including without limitation imposing an export or import restriction, quota or prohibition; and

7.13.1.10   any labour or trade dispute, strikes, industrial action or lockouts.

7.13.2   If our supply of the products is delayed by an event outside our control (as set out above) then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

7.14   If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, our courier should notify you of how to rearrange delivery or collect the products from a local depot. Once the product has been dispatched, our courier may allow you to edit your delivery address (through their delivery management services such as their website or mobile app) to pick your order up from other locations.

7.15   If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.

7.16   When you become responsible for the goods. A test kit (and any other goods purchased) will be your responsibility from the time we deliver the product to the address you gave us. You own such goods once we have received payment in full.

7.17   Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:

7.17.1   deal with technical problems or make minor technical changes;

7.17.2   update the product to reflect changes in relevant laws and regulatory requirements; or

7.17.3   make changes to the product as notified by us to you (see clause 6).

7.18   Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 3 Business Days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

7.19   We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to (see clause 13.4), we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products.

8   Your rights to end the contract

8.1   You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing, and when you decide to end the contract:

8.1.1   If what you have bought is faulty or misdescribed you may have a legal right to end the contract(or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), seeclause 12;

8.1.2   If you want to end the contract because of something we have done or have told you we are going to do, seeclause 8.2;

8.1.3   If you have just changed your mind about the product, seeclause 8.3. You may be able to get a refund if you are within the cooling-off period, but this will be subject to deductions (including the actual cost of the test kit as they cannot be re-used) and you will have to pay the costs of return of any goods;

8.1.4   In all other cases (if we are not at fault and there is no right to change your mind), seeclause 8.6.

8.2   Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 8.2.1 to 8.2.5 below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

8.2.1   we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 7);

8.2.2   we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

8.2.3   there is a risk that supply of the products may be significantly delayed because of events outside our control;

8.2.4   we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 3 Business Days; or

8.2.5   you have a legal right to end the contract because of something we have done wrong.

8.3   Exercising your right to change your mind (Consumer Contracts Regulations 2013). As a consumer then for most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

8.4   When consumers do not have the right to change their mind. Your right as a consumer to change your mind does not apply in respect of:

8.4.1   services, once these have been completed, even if the cancellation period is still running;

8.4.2   products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;

8.4.3   any products that are liable to deteriorate or expire rapidly; and

8.4.4   any products which become mixed inseparably with other items after their delivery.

8.5   How long do consumers have to change their mind? As a consumer how long you have to change your mind depends on what you have ordered and how it is delivered.

8.5.1   Have you bought services (for example, booked an appointment for a test to be carried out at a testing centre)? If so, you have 7 days after the day we email you to confirm we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind. Please note therefore that, if you cancel your appointment within 48 hours of your appointment time, you will not receive a refund due to the costs incurred by us at this stage in anticipation of providing the test to you.

8.5.2   Have you bought goods (for example, a postal test to be returned via post, courier or dropbox locations)? If so you have 3 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 3 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

8.6   Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you are not using your consumer right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you are not exercising your right to change your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract.

9   How to end the contract with us (including if you are EXERCISING YOUR CONSUMER RIGHT TO CHANGE YOUR mind)

9.1   Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

9.1.1   Email. Email us at [email protected] Please provide your name, home address, and details of the order.

9.2   Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must post them back to us at The Travel Vaccine Room, 11 Coleshill Street, Fazeley, Tamworth, B78 3RB. Please call email us at [email protected] for a return label or to arrange collection. If you are exercising your consumer right to change your mind you must send off the goods within 3 days of telling us you wish to end the contract.

9.3   When we will pay the costs of return. In the event that:

9.3.1   the products are faulty or misdescribed; or

9.3.2   you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong

then we will bear the costs of return of the products provided that you return the products to us via the Royal Mail Tracked 24 bag provided with the postal kit. In all other circumstances (including where you are exercising your consumer right to change your mind) you must pay the costs of return.

9.4   How we will refund you. If you are entitled to a refund under these terms we will refund you the price you paid for the products (and an amount equal to the least expensive delivery method offered by us), by the method you used for payment. However, we may make deductions from the price, as described below.

9.5   When we may make deductions from refunds if you are exercising your consumer right to change your mind. If you are exercising your right to change your mind:

9.5.1   Where you have ordered a product, such as a postal test kit, we may reduce your refund of the price (and an amount equal to the least expensive delivery method offered by us) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. In particular, we will reduce a refund by (potentially amongst other things) the cost of any postal kit returned to us as such cannot be re-used (as the hygiene and integrity of the kit cannot be guaranteed for re-use). If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

9.5.2   Where you have ordered a service, such as a test at one of our test centres, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. Please note therefore that, if you cancel your appointment within 48 hours of your appointment time, you will not receive a refund due to the costs incurred by us at this stage in anticipation of providing the test to you.

9.6   When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your consumer right to change your mind then:

9.6.1   If the products are goods, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.

9.6.2   In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

10   Our rights to end the contract

10.1   We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

10.1.1   you do not make any payment to us when it is due and you still do not make payment within 5 days of us reminding you that payment is due;

10.1.2   you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or

10.1.3   you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.

10.2   You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

10.3   We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will endeavour to let you know at least 7 days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.

11   If there is a problem with the product

11.1   How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can write to us [email protected]   

12   your rights in respect of defective products

12.1

We are under a legal duty to you as a consumer to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the products. Nothing in these terms will affect your legal rights.

Summary of your key legal rights This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. If your product is goods, for example COVID-19 PCR test, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

  1. a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.
  2. b) Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
  3. c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

See also clause 8.3.

If your product is services, for example a COVID-19 PCR test administered in one of our testing centres (by our staff), the Consumer Rights Act 2015 says:

  1. a) You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
  2. b) If you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable.
  3. c) If you haven’t agreed a time beforehand, it must be carried out within a reasonable time.

See also clause 8.2.

12.2   Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please email us at [email protected] for a return label or to arrange collection.

13   Price and payment

13.1   Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 13.3 for what happens if we discover an error in the price of the product you order.

13.2   We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

13.3   What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

13.4   When you must pay and how you must pay. We accept payment with Visa, Mastercard, Maestro, American Express, Apple Pay or Google Pay. When you must pay depends on what product you are buying:

13.4.1   For goods, you must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.

13.4.2   For services, you must for the products before we start providing them.

13.5   We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 5% a year above the base rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

13.6   What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

14   Our responsibility for loss or damage suffered by you

14.1   We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

14.2   We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 12.1and for defective products under the Consumer Protection Act 1987.

14.3   We are not liable for business losses. We only supply the products to you for domestic and private use. If you use the products for any commercial, business or re-sale purpose our liability to you will be limited as set out in clause Error! Reference source not found..

15   How we may use your personal information

Please note that all positive COVID-19 results will be passed to Public Health England and such may be used in the NHS “track and trace” system.

16   Other important terms

16.1   We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

16.2   You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

16.3   Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

16.4   If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

16.5   Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

16.6   Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

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