Terms & Conditions

Last updated: 07/01/2022

Please read these terms and conditions carefully before using Our Service.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of these Terms and Conditions:

Country refers to: UK (United Kingdom)

Service refers to the Website.

Third-party Social Media Service means any services or content (including data, information, products or services) provided by a third-party that may be displayed, included or made available by the Service.

Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Traveltestlondon ltd company.

Affiliate means an entity that controls, is controlled by or is under common control with a party, where “control” means ownership of 50% or more of the shares, equity interest or other securities entitled to vote for election of directors or other managing authority.

You mean the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Terms and Conditions (also referred as “Terms”) mean these Terms and Conditions that form the entire agreement between You and the Company regarding the use of the Service.

Device means any device that can access the Service such as a computer, a cell phone or a digital tablet.

Website refers to Traveltestlondon company, accessible from (www.traveltestlondon.com)

Links to Other Websites

Our Service may contain links to third-party web sites or services that are not owned or controlled by the Company.

The Company has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third party web sites or services. You further acknowledge and agree that the Company shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with the use of or reliance on any such content, goods or services available on or through any such web sites or services.

We strongly advise You to read the terms and conditions and privacy policies of any third-party web sites or services that You visit.

Acknowledgment

These are the Terms and Conditions governing the use of this Service and the agreement that operates between You and the Company. These Terms and Conditions set out the rights and obligations of all users regarding the use of the Service.

Your access to and use of the Service is conditioned on Your acceptance of and compliance with these Terms and Conditions. These Terms and Conditions apply to all visitors, users and others who access or use the Service.

By accessing or using the Service You agree to be bound by these Terms and Conditions. If You disagree with any part of these Terms and Conditions, then You may not access the Service.

You represent that you are over the age of 18. The Company does not permit those under 18 to use the Service.

Your access to and use of the Service is also conditioned on Your acceptance of and compliance with the Privacy Policy of the Company. Our Privacy Policy describes Our policies and procedures on the collection, use and disclosure of Your personal information when You use the Application or the Website and tells You about Your privacy rights and how the law protects You. Please read Our Privacy Policy carefully before using Our Service.

Termination

We may terminate or suspend Your access immediately, without prior notice or liability, for any reason whatsoever, including without limitation if You breach these Terms and Conditions.

Upon termination, Your right to use the Service will cease immediately.

Limitation of Liability

Notwithstanding any damages that You might incur, the entire liability of the Company and any of its suppliers under any provision of this Terms and Your exclusive remedy for all the foregoing shall be limited to the amount actually paid by You through the Service only.

To the maximum extent permitted by applicable law, in no event shall the Company or its suppliers be liable for any special, incidental, indirect, or consequential damages whatsoever (including, but not limited to, damages for loss of profits, loss of data or other information, for business interruption, for personal injury, loss of privacy arising out of or in any way related to the use of or inability to use the Service, third-party software and/or third-party hardware used with the Service, or otherwise in connection with any provision of this Terms), even if the Company or any supplier has been advised of the possibility of such damages and even if the remedy fails of its essential purpose.

Some states do not allow the exclusion of implied warranties or limitation of liability for incidental or consequential damages, which means that some of the above limitations may not apply. In these states, each party’s liability will be limited to the greatest extent permitted by law.

“AS IS” and “AS AVAILABLE” Disclaimer

The Service is provided to You “AS IS” and “AS AVAILABLE” and with all faults and defects without warranty of any kind. To the maximum extent permitted under applicable law, the Company, on its own behalf and on behalf of its Affiliates and its and their respective licensors and service providers, expressly disclaims all warranties, whether express, implied, statutory or otherwise, with respect to the Service, including all implied warranties of merchantability, fitness for a particular purpose, title and non-infringement, and warranties that may arise out of course of dealing, course of performance, usage or trade practice. Without limitation to the foregoing, the Company provides no warranty or undertaking, and makes no representation of any kind that the Service will meet Your requirements, achieve any intended results, be compatible or work with any other software, applications, systems or services, operate without interruption, meet any performance or reliability standards or be error free or that any errors or defects can or will be corrected.

Without limiting the foregoing, neither the Company nor any of the company’s provider makes any representation or warranty of any kind, express or implied: (i) as to the operation or availability of the Service, or the information, content, and materials or products included thereon; (ii) that the Service will be uninterrupted or error-free; (iii) as to the accuracy, reliability, or currency of any information or content provided through the Service; or (iv) that the Service, its servers, the content, or e-mails sent from or on behalf of the Company are free of viruses, scripts, trojan horses, worms, malware, timebombs or other harmful components.

Some jurisdictions do not allow the exclusion of certain types of warranties or limitations on applicable statutory rights of a consumer, so some or all of the above exclusions and limitations may not apply to You. But in such a case the exclusions and limitations set forth in this section shall be applied to the greatest extent enforceable under applicable law.

Governing Law

The laws of the Country, excluding its conflicts of law rules, shall govern this Terms and Your use of the Service. Your use of the Application may also be subject to other local, state, national, or international laws.

Disputes Resolution

If You have any concern or dispute about the Service, You agree to first try to resolve the dispute informally by contacting the Company.

For European Union (EU) Users

If You are a European Union consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident in.

United States Legal Compliance

You represent and warrant that (i) You are not located in a country that is subject to the United States government embargo, or that has been designated by the United States government as a “terrorist supporting” country, and (ii) You are not listed on any United States government list of prohibited or restricted parties.

Severability and Waiver

Severability

If any provision of these Terms is held to be unenforceable or invalid, such provision will be changed and interpreted to accomplish the objectives of such provision to the greatest extent possible under applicable law and the remaining provisions will continue in full force and effect.

Waiver

Except as provided herein, the failure to exercise a right or to require performance of an obligation under this Terms shall not effect a party’s ability to exercise such right or require such performance at any time thereafter nor shall be the waiver of a breach constitute a waiver of any subsequent breach.

Translation Interpretation

These Terms and Conditions may have been translated if We have made them available to You on our Service. You agree that the original English text shall prevail in the case of a dispute.

Changes to These Terms and Conditions

We reserve the right, at Our sole discretion, to modify or replace these Terms at any time. If a revision is material, we will make reasonable efforts to provide at least 30 days’ notice prior to any new terms taking effect. What constitutes a material change will be determined at Our sole discretion.

By continuing to access or use Our Service after those revisions become effective, you agree to be bound by the revised terms. If You do not agree to the new terms, in whole or in part, please stop using the website and the Service.

Contact Us If you have any questions about these Terms and Conditions.

Use policy

Please read this acceptable use policy (“policy”, “AUP”) carefully before using www.traveltestlondon.com website (“website”, “service”) operated by PCR TRAVEL LONDON LTD (“us”, ‘we”, “our”).

Services provided by us may only be used for lawful purposes. You agree to comply with all applicable laws, rules, and regulations in connection with your use of the services. Any material or conduct that in our judgment violates this policy in any manner may result in suspension or termination of the services or removal of user’s account with or without notice.

Prohibited use

You may not use the services to publish content or engage in activity that is illegal under applicable law, that is harmful to others, or that would subject us to liability, including, without limitation, in connection with any of the following, each of which is prohibited under this AUP:

Phishing or engaging in identity theft
Distributing computer viruses, worms, Trojan horses, or other malicious code
Distributing pornography or adult related content or offering any escort services
Promoting or facilitating violence or terrorist activities
Infringing the intellectual property or other proprietary rights of others

Enforcement

Your services may be suspended or terminated with or without notice upon any violation of this policy. Any violations may result in the immediate suspension or termination of your account.

Reporting violations

To report a violation of this policy, please contact us.

We reserve the right to change this policy at any given time, of which you will be promptly updated. If you want to make sure that you are up to date with the latest changes, we advise you to frequently visit this page.

Refund policy

If you would like to cancel or fail to attend your booked appointment and admin fee will be charged. The fees are outlined below.

Cancelling within 2 hours of making your booking – no fee.
Cancelling more than 2 hours from your booking – £20
Cancelling less than 24 hours of your appointment – £75
Not attending appointment or no notice given – no refunds.
No refunds if test has already been carried out or if you attend your appointment.

Refunds and cancellation request should be submitted via email on info@traveltestlondon.com , this may take up to 14 days to process.

Please read below:

If you send us your cancellation request by e-mail, then your cancellation is effective from the date you send us the e-mail. For example, you will have given us notice in time as long as you send your email before your appointment timing.
The customer agrees and accepts that for any Day 2, and 8 or day 2 only bookings made, are non-refundable and that the service is deemed to have been provided by The PCR TRAVEL LONDON LTD by providing the customer with their Booking Reference Number / Passenger Locator ID.

Before seeking a refund for a purchase, please read the following Refunds & Cancellations Policy to clarify whether you are entitled to one. We must contact PCR TRAVEL LONDON LTD to begin the refunds process and must seek approval of this (and must send back any received test kits) to the specified mailing returns address.

Please read the rules specific to each product and service offered by PCR TRAVEL LONDON LTD:

The general policy for all services offered by PCR TRAVEL LONDON LTD

All test kits within that order must be returned for a refund to be approved. If only a partial number of kits is received back, then the refund amount will be according to the number of kits received back by the Company.
As this is a highly sensitive medical product, we cannot accept any kits that have been tampered with. All test kits must be received back by the Company intact, with the box’s security seal undamaged. If the security seal is broken or the box is returned damaged, then a refund may be denied.
We will not issue refunds where PCR TRAVEL LONDON LTD was not at fault for the loss of service. In cases such as:
Mail delay.
The customer fails to register the barcode assigned to them on the attached instruction with PCR test registration portal or does not assign their test’s swab date and time on PCR test registration portal.

If any of the above apply, the Company reserves the right to deny a refund request. We will endeavor to do our best to investigate all refund claims. We will not refund for any test kits where the barcode has already been allocated to a customer and/or has already been sent for testing. We will not refund for any test kits not sent to the correct returns mailing address and are not directly received by the Company.

Product-specific Refund Policy – please find the policy per the relevant product offering:

The general policy for Day 2 and Day 8 Kits:

The sale of this product is highly regulated by the UK government. It is based on Government legislation and, as an official provider of this product, we have to abide by very strict rules about how it is provided to customers, how we monitor its use, when it is used, and its daily reporting to the government. Anyone who purchased a Day 2 and Day 8 Home Quarantine kit must perform both tests – Day 2 and Day 8. The only circumstance in which a traveller can leave home quarantine early is if they take a Test To Release on or after Day 5 and the test result is negative. The traveller is still required to perform the Day 8 test unless they leave the country after Day 5 but before Day 8. The customer must not perform the Day 8 test before their actual Day 8. Date of arrival into the UK is Day 0.

Refunding both kits:

If a customer is travelling from a country that has moved from the green or amber list onto the red list and the customer must hotel quarantine, then we will refund the amount assuming no kits have been dispatched. If any dispatch has occurred, test kits must be returned to PCR TRAVEL LONDON LTD before a refund can be processed. The customer must provide evidence of hotel quarantine.
If the customer is denied entry to the UK we will refund the order in full assuming the test kit has not yet been despatched. If any dispatch has occurred, test kits must be returned to PCR TRAVEL LONDON LTD before a refund can be processed. The customer must provide proof of being denied entry.
Once the customer has received the Passenger Locator Number, they are legally allowed to enter the country if they satisfy all other entry conditions. In order to avoid the possibility that someone enters the country and subsequently cancels their testing kits, there will be no refunds issued on these tests and cancellation requests will not be accepted after the Passenger Locator Number has been issued. If the kit is yet to be dispatched, we will amend the dispatch to suit the customers rearranged travel plans. If the kit has already been dispatched, the kit will be available at the delivery address to use by the buyer when needed.

Single test kits cannot be refunded, if bought together with a Day 8 test. The tests are sold as a bundle for arrivals from Non RED list countries to unvaccinated travellers. Unvaccinated arrivals from Non-red list countries are subject to the full 11 day isolation period (10 days, with day of arrival as Day 0).

Day 2 tests are required to go through genomic sequencing if positive, which is a costly process. As such, the costs of these tests are higher than others.

Refunding Day 8 kits:

If a customer has not received a result by the end of Day 12, where the delay was not caused by the customer taking the test late or a delay in the mail, we will refund £50 of the cost of the test.

Replacing kits:

If a customer has received a rejected or inconclusive result, we will not be held responsible to provide another test. The customer may be asked to pay for the cost of a replacement kit.
If there are issues with delivery and the customer does not receive their kit before day 4, we will dispatch a replacement kit if this is not a fault of the customer. In any case where it is a fault of the customer, there may be a charge for a replacement kit.

NON- Refund:

This product is sold as a single package consisting of both tests. The products are not currently sold separately. This may change in the near future. As such, we cannot refund for a single Day 2 or a single Day 8 test within an order. Please note that while the products are not sold separately, they are dispatched separately so the customer will receive a single Day 2 test kit first followed by Day 8 a few days later. (Soon the Government will allow testing providers to dispatch both kits at the same time. As soon as this is possible, PCR TRAVEL LONDON LTD will start dispatching both kits at the same time with the responsibility falling to the customer to perform their tests on the right dates. For now, they are dispatched separately unless otherwise specified.)
Day 8 tests may not be exchanged for a Fit To Fly or Test to Release. This is a complex product driven by government legislation and we are required to register every single booking with the Department of Health and Social Care. If the customer chooses to leave the country after Day 2 (and a Test to Release), we are unable to refund for the unused Day 8. This may change should we introduce a separate Day 2 and Day 8 offering.
The customer must make every effort to read the instructions fully and to make the Company aware of any issues prior to sending back any test kits. The Company may deny a refund if the customer failed to perform the test on the correct day or posted the test on the incorrect date.
Tests cannot be interchanged, swapped, or given to someone else – they are sold to an individual at the time of booking and a specific test vial allocated according to strict government regulations. Results are submitted to the Government on a daily basis and we must submit results for each customer if they had used the booking confirmation reference number on the Passenger Locator Form when entering the UK.
Refunds will be denied to any customer that has already used the Booking Reference Number supplied at the point of purchase on their Passenger Locator Form (PLF). If the customer has already landed in the UK they must use the test kits already dispatched to them, or supply reasonable evidence to support the refund request. In the case a refund request is granted at the discretion of the Company, all test kits already dispatched to the customer must be returned before the refund can be processed.
If a customer is exempt from buying the test but has been forced to buy a test before travelling or on arrival to the UK, they should seek reimbursement from their employer or the party that is requesting their travel under that exemption. The full list of exempt jobs is here. As we must report all purchases made against the booking reference numbers, we supply to the Government, we cannot refund in this case.

The general policy for Day 2 (Green list countries):

Replacing kits:

If a customer has received a rejected or inconclusive result, we will resend a replacement kit. Should multiple kits be rejected, the customer may be asked to pay for the cost of a replacement kit following 2 rejected results.
If there are issues with delivery and you do not receive your kit before day 4, depending on the reason, we will get a replacement kit to you if this is not a fault of the customer. In any case where it is a fault of the customer you may be charged for a replacement kit.

Refund Applies:

If the customer is denied entry to the UK we will refund the order in full assuming the test kit has not yet been despatched. If any dispatch has occurred, test kits must be returned to PCR TRAVEL LONDON LTD before a refund can be processed. The customer must provide proof of being denied entry.
If a customer is travelling from a country that has moved from the green or amber list onto the red list and the customer must hotel quarantine, then we will refund the amount assuming no kits have been dispatched. If any dispatch has occurred, test kits must be returned to PCR TRAVEL LONDON LTD before a refund can be processed. The customer must provide evidence of hotel quarantine.
Once the customer has received the Passenger Locator Number, they are legally allowed to enter the country if they satisfy all other entry conditions. In order to avoid the possibility that someone enters the country and subsequently cancels their testing kits, there will be no refunds issued on these tests and cancellation requests will not be accepted after the Passenger Locator Number has been issued. If the kit is yet to be dispatched, we will amend the dispatch to suit the customers’ rearranged travel plans. If the kit has already been dispatched, the kit will be available at the delivery address to use by the buyer when needed.

Non- Refund:

This product is not exchangeable for other products. This is a complex product driven by government legislation and we are required to register every single booking with the Department of Health and Social Care.
Results are submitted to the Government on a daily basis and we must submit results for each customer if they had used the booking confirmation reference number on the Passenger Locator Form when entering the UK. Any barcode registered to the order will bear the details of the person for whom they have been purchased. Day 2 tests cannot be interchanged, swapped, or given to someone else – they are sold to an individual at the time of booking and a specific test vial allocated according to strict government regulations. The customer must make every effort to read the instructions fully and to make the Company aware of any issues prior to sending back any test kits. The Company may deny a refund if the customer failed to perform the test on the correct day or posted the test on the incorrect date.
If a customer is exempt from buying the test but has been forced to buy a test before travelling or on arrival to the UK, they should seek reimbursement from their employer or the party that is requesting their travel under that exemption. As we must report all purchases made against the booking reference numbers, we supply to the Government, we cannot refund in this case. Refunds will be denied to any customer that has already used the Booking Reference Number supplied at the point of purchase on their Passenger Locator Form (PLF). If the customer has already landed in the UK they must use the test kit already dispatched to them, or supply reasonable evidence to support the refund request. In the case a refund request is granted at the discretion of the Company, any and all test kits already dispatched to the customer must be returned before the refund can be processed.

The general policy for Test to Release – Day 5

Sales of Test to Release are final. No refunds will be offered, with the following exceptions:

When a customer has booked from a destination that was not on the Red List at the time of booking but has since been moved onto the Red List, they will no longer be eligible for Test to Release. A refund will be granted if the proper evidence is presented. This will not affect customers that have already landed before the country had been moved to a Red List.
When a customer has tested positive on Day 2 and are therefore ineligible for Test to Release, we may grant a refund upon return of any dispatched by mail kits. For clinic appointments, cancellation must be requested as soon as the customer has received their positive test results and preferably within 24 hours of their appointment.

In-Clinic Appointments General Policy:

Appointments must be rescheduled or cancelled no less than 48 hours before the scheduled time. We are unable to offer full refunds where the customer has not given notice or given notice less than 48 hours before their appointment. PCR TRAVEL LONDON LTD has the right to charge a rescheduling fee of up to 25 GBP.

If the customer arrives more than 10 minutes late, we will attempt to fit them in on the same day, but if this is not possible, we will reschedule the appointment for another day.

This privacy policy covers (PCR TRAVEL LONDON LTD) collection, use, and disclosure of information practices while on our website (HTTPS//:TRAVELTESTLONDON.COM). This privacy policy together with our terms and conditions and other agreements with you forms the basis on which we will collect and process your data. In this policy (PCR TRAVEL LONDON LTD) is referred to as, we, us, our. The policy describes how we collect, store, and process your data on this website.

The collection and use of information by us

What information we may collect from you (the user) when you use our website or services?

Contact details such as name, email address, mailing address, phone number.
Your preferences information such as product wish lists, order history, marketing preferences, reviews.
Information that you provide by filling in the forms on this website.
Information you provide when you report a problem or query.
Payment details

We try to reduce the holding and use of sensitive information.

How we may use your data?

To provide you with our services
Respond to requests.
Process your payments for such products and services
Create and maintain your account
Send you a newsletter if you have consented
Respond to your questions and concerns
Review and enhance the quality of our services and products
Assist in the detection of fraud.
To process your booking

Why do we collect, process, and store your data?

We need to collect, process, and store your data to enable efficient and legally compliant delivery of services and products to you (all users).

Legal bases for processing data

We rely on the following legal bases to process your information in line with legal requirements.

Consent: When you register on our website, you agree and give us consent to process your data for the delivery of products and services to you by us.
Legitimate interests: To enable us to conduct our necessary business but not when our interests are overridden by your interests or rights.
Allowing us to fulfil a contract: We are required to process your personal information in order to provide you with one of our products or services.
Vital interests: When processing your personal data is vital to protect you or someone else’s life.
Legal obligation: When we are required by law to process your personal information. We will always try to contact you unless we are restricted by law.

How long do we hold your data?

We may hold your data for as long as it’s legally required and to enable us to maintain your account. User can request to delete their personal data from our system, please refer to the “User access and choices section” of the policy for details.

Data Security

We take the security of user data very seriously and take appropriate steps to keep it secure. At no point, we will sell your personal data to another company.

Where is the user data stored and who has access?

The user data is saved on secured dedicated servers in the United Kingdom. With industry level security and firewalls to stop any external threats from accessing information. The information is accessed by us and our IT services providers in European Economic Area (EEA) and outside of EEA, to ensure that the website runs smoothly and to carry out administrative tasks. By using this website and our services, you agree to the collection, storing and processing of your personal data by us.

How do we protect your data?

We take the security of your personal information seriously. When you enter sensitive information, we encrypt the transmission of that using secure socket layer technology (SSL). We do not store any credit or debit card information. Payments are processed via a third-party payment provider that is fully compliant with Level 1 Payment Card Industry (PCI) data security standards. Any payment transactions are encrypted using SSL technology. We follow generally accepted standards to protect your personal information submitted to us. We take at least a monthly backup of the data stored on our system and is store in UK based dedicated servers.

Commercial sale of your data?

Under no circumstances will we make your personal data available to a third party company for sale. Your data is used to provide products and services to you.

Limitations of internet-based systems

We follow generally accepted standards to protect your personal information submitted to us. Due to the nature of digital information transmission, no method of transmission over the Internet, or method of electronic storage, is 100% secure. Therefore, we cannot guarantee its absolute security.

User Access and Choice

As a user, under the GDPR rules, you have the following rights over your data that we store and hold.

Right to be informed: we will explain to you in our privacy policy how we use your personal data.
Right to correction and completion: you have the right to ask us to correct any of your data that might be inaccurate and complete any data that is incomplete.
Right to restrict: In some cases, you may request to restrict the processing of your personal data. We reserve the right to store enough data to respect your data restriction request in the future.
Right to data portability: You have the right to request your data to be provided to you for your own use. This request applies to when processing is based on consent or performance of the contract and where when processing is done through an automated system.
Right to object: you may object to the processing of your personal data.
Right to erasure: You may request to have your personal data erased where it is not stopping us from complying with legal requirements.

Right to withdraw consent: you have the right to withdraw your consent at any point by contacting us through the details below. In some circumstances, this might not be always possible, or you might have to wait for a period of time for this to take place. Contact us if you would like to discuss this in detail.

Opt-out Preferences

If you wish to subscribe to our newsletter(s), you can do at the time of registration. We will use your contact details to send the newsletter and other relevant materials that we believe are of benefit to you. You may choose to stop receiving our newsletter by sending us an email request.

Additional Information

Links to Third Party Sites

Our website may contain links to other 3rd party websites. The privacy policies of these third-party websites will differ from that of ours. It’s your responsibility to read the privacy policy and rules for any 3rd party websites that are linked to us. Your information is governed by their privacy policy. We recommend that you read the privacy policy of any 3rd party website before submitting any personal information.

Testimonials

We ask our customers to provide us with feedback in the form of a rating and a comment about their experience. This information will be displayed on our website, with the customer’s first name, in the form of a testimonial. If you wish to update or delete your testimonial, you can request this by emailing us.

Social media widgets

This website includes social media widgets and buttons which are linked to our accounts on the respective social media platforms. These platforms are governed by their own set of privacy policies and terms of use, please check before using any of these platforms.

General Privacy Information

Tracking Technologies / Cookies

A cookie is a small text file that is stored on your computer when you open our website. The information we collect through the cookies is used to find out about your preferences and making your browsing experience more personalized. Please refer to our Cookie Policy for details.

Changes to this Policy

We reserve the right to make changes to this privacy policy at any time to reflect the way we handle data at our organization.

Contact Us

We welcome any questions, comments, and requests about this privacy policy, and you can reach us on our contact details below.

Email: info@traveltestlondon.com