Complaints Policy

How the Contract is Formed Between You and Us

After placing an order for an Appointment at our facility, you will receive an Order Confirmation. Your order constitutes an offer by you to purchase our Services, and that you consent to those services. Once an appointment has been made for you at the time and date that order will be accepted by us and you will be subject to our normal cancellation policy. 

All orders are subject to acceptance by us, and we will confirm such acceptance to you by email to confirm the details of your appointment, including the location of the facility at which the Services are to be provided; (together the "Order Confirmation”).  The contract between us (the “Contract”) will only be formed when we send you confirmation. The Contract will relate only to those Services we have confirmed in the Order Confirmation.  

Cancellations and Returns

You may rearrange a Contract relating to an Appointment on giving not less than 24 hours notice in writing to us. On receipt of such notice we shall be entitled to charge an administration fee of £50 for rearranging.

If you have a temperature above 37.8°C or display symptoms of COVID-19 we'll ask you to come back another day for your test once your symptoms have passed. A £50 rescheduling fee may apply.

If you wish to cancel an Appointment we are under no obligation to refund any payment to you if you cancel within 24 hours of your Appointment with us.

Your Obligations

When booking an Appointment you accept that it is your responsibility to attend the Appointment at the time and on the date specified in the Order Confirmation and to comply with any instructions provided to you at that time.

When you Book an Appointment, you accept that you have requested a method of communication for results, if this method fails, or is not available, or in the opinion of Corona Test Centre an alternative method of communication is in the best interests of you and public health, an alternative method of communication with you may be used.

If you book any appointment with Corona Test Centre you are consenting to the sample collection procedure associated with that test or tests and the performance of those tests in any laboratory.  

If there is an emergency during phlebotomy such as (but not limited to) you feeling unwell or fainting, then we would call an emergency service and would need to disclose to them such details as they request about the circumstances.

Price and Payment

The price of the Services will be as quoted on our sites from time to time, except in cases of obvious error.

VAT is not payable in respect of the Services but may be charged for any other service offered by us.

Service prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an Order Confirmation.

Our site contains a range of Services and it's always possible that, despite our best efforts, some of the Services listed on our sites may be incorrectly priced.  We will normally verify prices as part of our Order procedure so that, where the correct price of a Service is less than our stated price, we will charge the lower amount to you.  If the correct price of a Service is higher than the price stated on our sites, we will normally, at our discretion, either contact you for instructions before providing the Order Confirmation, or reject your order and notify you of such rejection.

We are under no obligation to supply the Services to you at the incorrect (lower) price, even after we have sent you an Order Confirmation, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as an error.

Unless expressly agreed otherwise by the parties, payment for all Services must be by credit or debit card.  We accept payment with Visa, Maestro, Mastercard, Visa Electron, AMEX, and Delta.  We will not charge your credit or debit card until after we have issued the Order Confirmation.

We may in our sole discretion offer you a discount from time to time on the price of our Services.  

Our Refunds Policy

We do not offer refunds on Appointments that are cancelled within 24 hours of your Appointment time. For Appointments that are cancelled 24 hours or later, we will issue a full refund.

For extenuating circumstances please contact us on

Zero Tolerance Policy

Corona Test Centre takes it very seriously if a member of staff or one of the doctors or nursing team is treated in an abusive or violent manner.  

Our staff should be able to come to work without fear of violence, abuse or harassment from patients or their relatives. To successfully provide our services a mutual respect between all staff and patients has to be in place. All of our staff aim to be polite, helpful and attentive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often they are confronted with a multitude of varying and sometimes complex tasks and situations, all at the same time. The staff understand that given the circumstances caused by COVID-19, patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

However, aggressive behaviour whether violent or abusive will not be tolerated and may result in you being removed from the clinic list and the Police being contacted.

In order to maintain good relations between patients and the clinics staff we ask all patients to read and take note of the types of behaviour that would be found unacceptable:

  • Using bad language and/or swearing at clinic staff.
  • Any physical violence towards any member of staff or other patients, including and not limited to pushing and shoving.
  • Verbal abuse towards the staff in any form.
  • Racial abuse and sexual harassment will not be tolerated.
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met where possible and explanations given when they cannot.
  • Taking photos or videos when in and around the clinic.
  • Causing damage and/or stealing from the clinic’s premises, staff or patients.
  • Attending the clinic under the influence of drugs and/or alcohol will not be tolerated and will result in immediate refusal of entry.
  • Resisting the test sample being taken accurately and in line with our procedures.  

We ask that you treat all staff members courteously at all times.

Removal from Clinic list

Removal from our clinic list and exemption from booking future appointments at one of our clinics is an exceptional and rare event. It is the last resort in an impaired patient-clinic relationship, where trust has irretrievably broken down and it is in the patient interest as well as the clinic that they find a new COVID-19 testing centre.

Our Liability

If we fail to comply with these terms and conditions, we shall only be liable to you for the purchase price of the Services and any losses that you suffer as a result of our failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.

  • Nothing in this agreement excludes or limits our liability for:
  • death or personal injury caused by our negligence;
  • fraud or fraudulent misrepresentation;
  • any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
  • defective Services under the Consumer Protection Act 1987; or
  • any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.

By proceeding with any test you are formally providing your informed consent to undergo a COVID-19 Antibody Blood Test.

You agree that your use of the Services is at your sole risk. We cannot and do not warrant that the tests performed as part of the Services will be 100% accurate due to the nature of the tests being performed. You further confirm that you have read the information provided on our website. You also acknowledge that infections may remain undetectable for several months, and it's recommended that if you have any concerns with the results you should consult with your own medical practitioner.

All data on an anonymous basis including, but not limited to: age, gender, location, tests and the results of the test remains the property of Corona Test Centre.

Written Communications

Applicable laws require that some of the information or communications we send to you should be in writing.  When using our site, you accept that communication with us will be mainly electronic.  We will contact you by e-mail or provide you with information by posting notices on our website.  For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing.  This condition does not affect your statutory rights.

Transfer of Rights and Obligations

The contract between you and us is binding on you and us and on our respective successors and assignees.

You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent. 

We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.

Events Outside of Our Control

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 events outside our reasonable control (Force Majeure Event). 

A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

  • strikes, lock-outs or other industrial action;
  • civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
  • fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
  • impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
  • impossibility of the use of public or private telecommunications networks; and
  • the acts, decrees, legislation, regulations or restrictions of any government.

Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period.  We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.


If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this will not constitute a waiver of such rights or remedies and will not relieve you from compliance with such obligations.

A waiver by us of any default will not constitute a waiver of any subsequent default.

No waiver by us of any of these terms and conditions will be effective unless it is expressly stated to be a waiver and is communicated to you in writing.


If any of these terms and Conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

Entire Agreement

These terms and conditions and any document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the subject matter of any Contract.

We each acknowledge that, in entering into a Contract, neither of us relies on, or will have any remedies in respect of, any representation or warranty (whether made innocently or negligently) that is not set out in these terms and conditions or the documents referred to in them.

Each of us agrees that our only liability in respect of those representations and warranties that are set out in this agreement (whether made innocently or negligently) will be for breach of contract.

Nothing in this clause limits or excludes any liability for fraud.

Our Rights to Vary These Terms and Conditions

We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our systems' capabilities.

You will be subject to the policies and terms and conditions in force at the time that you order Services from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the Order Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the Services).

Law and Jurisdiction

Contracts for the purchase of Services through our sites and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) will be governed by English law.  Any dispute or claim arising out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) will be subject to the non-exclusive jurisdiction of the courts of England and Wales. Accepting these terms and conditions means you have accepted them in the English Language.