Terms of service
Consumer terms
Terms of Service
These terms govern your use of the Grace Belgravia website and your purchase and use of at home collection kits, laboratory testing services, reports and related health information.
Contents
- 1. About these terms
- 2. Definitions
- 3. Eligibility and territory
- 4. How the contract is formed
- 5. Our testing service
- 6. Medical limitations and emergencies
- 7. Choosing a suitable test
- 8. Accounts, activation and identity
- 9. Orders, prices and payment
- 10. Delivery of collection kits
- 11. Using and storing the kit
- 12. Collecting and returning a sample
- 13. Phlebotomy and appointments
- 14. Laboratories and service partners
- 15. Sample acceptance and rejected samples
- 16. Turnaround times
- 17. Results and urgent-result contact
- 18. Genetic, genomic and epigenetic tests
- 19. Sample retention and disposal
- 20. Personal data and health information
- 21. Cancellations, returns and refunds
- 22. Promotions, gift cards and discount codes
- 23. Website access and acceptable use
- 24. Intellectual property
- 25. Third-party websites and services
- 26. Changes, suspension and cancellation by us
- 27. Our responsibility and liability
- 28. Events outside reasonable control
- 29. Complaints and dispute resolution
- 30. Changes to these terms
- 31. General legal terms
- 32. Governing law and courts
- 33. Contact details
1. About these terms
Grace Belgravia is a trading name of LOXA HOLDINGS LTD, a company registered in England and Wales under company number 14167113. Our registered office is 71 to 75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom.
These Terms of Service, together with our Privacy Policy, Returns, Cancellations and Refunds Policy, Shipping Policy, individual product information and any test-specific instructions form the agreement between you and us.
Please read these terms before placing an order, activating a kit, providing a sample or using our website. By completing checkout, activating a kit or using the testing service, you agree to these terms.
These are consumer terms. Business, clinic, practitioner, research or wholesale purchases may be governed by separate written terms.
2. Definitions
3. Eligibility and territory
You must be at least 18 years old and legally capable of entering into a contract to purchase, activate or use a test, unless an individual product expressly states that it is suitable for a younger person and the required parent or guardian consent process is provided.
Our standard consumer service is intended for people located in the United Kingdom. Kits must be delivered, collected and returned from a location supported by the relevant product and laboratory pathway.
You may buy an eligible kit as a gift for another adult. The person providing the sample must activate or register the kit in their own identity, provide the required information and agree to the applicable terms, privacy information and testing acknowledgements. You must not provide another person's sample under your identity.
Tests are for personal use only and must not be resold, transferred after activation or used for employment, immigration, legal, insurance, paternity, forensic or evidential purposes unless the product expressly states otherwise.
4. How the contract is formed
Placing an order is an offer to buy the selected kit and service. An automated order acknowledgement confirms that we have received the order but does not necessarily mean that we have accepted it.
The contract is formed when we dispatch the kit, confirm that a digital or appointment service has been activated, or otherwise expressly accept the order.
We may decline or cancel an order before acceptance where a test is unavailable, a price or product description contains an obvious error, the delivery location is unsupported, legal or safety requirements cannot be met, or we reasonably suspect fraud, misuse or an unauthorised transaction.
If we cancel an order after payment but before supplying the affected goods or services, we will refund the relevant amount.
5. Our testing service
Grace Belgravia provides access to selected private health tests, sample collection kits, laboratory pathways, reports and evidence-based health information.
Depending on the product, the service may involve:
- home capillary blood, saliva or swab collection;
- venous sampling by a phlebotomist or clinic;
- kit registration or activation on a results platform;
- analysis by an appointed laboratory;
- electronic delivery of a report; and
- general explanatory information or clinician comments where expressly included.
The biomarkers, collection method, preparation requirements, suitability, expected turnaround and included services vary by product. The individual product page and instructions take priority for test-specific matters.
6. Medical limitations and emergencies
Call 999 or seek urgent NHS assessment for symptoms that may be serious or life threatening. Do not wait for a test kit, collection appointment or result.
Unless a product expressly includes a regulated clinical consultation, Grace Belgravia does not create a doctor-patient relationship merely by selling a kit or providing educational information.
Results are one source of information and are not a substitute for medical history, examination, blood pressure, imaging, repeat testing or professional clinical judgement. A normal result does not guarantee that you are healthy, and an abnormal result does not by itself identify the cause or establish a diagnosis.
Do not start, stop or change prescribed medicine, supplements, treatment, contraception, fertility treatment or hormone therapy solely because of a home test result. Discuss relevant results and symptoms with a GP or another suitably qualified clinician.
7. Choosing a suitable test
You are responsible for reading the product page and deciding whether the test appears suitable for your purpose. Contact us before ordering where the collection method, biomarkers, timing or limitations are unclear.
Some tests are unsuitable or require specialist interpretation during pregnancy, acute illness, childhood, after transfusion, in severe kidney or liver disease, with certain medicines, or where a medical emergency is possible.
A product recommendation, search result, quiz, article or customer-service response is general information unless it expressly forms part of a professional clinical consultation. We do not guarantee that a particular test will explain symptoms or avoid the need for further investigation.
8. Accounts, activation and identity
You must provide accurate, current and complete information when ordering, creating an account or activating a kit. This may include your legal name, date of birth, sex where clinically required, contact details and information needed for safe interpretation.
Correct identification is essential for linking a biological sample to the correct person. An unregistered, incorrectly registered or mismatched sample may be delayed or rejected.
You are responsible for keeping passwords, activation codes, order numbers and account access secure. Tell us promptly if you believe that an account or result has been accessed without permission.
We may ask you to verify identity before discussing an order, accessing a result, changing account details or responding to a data request.
9. Orders, prices and payment
The price payable is the price shown at checkout, including VAT where applicable. Delivery, phlebotomy, appointment or additional-service charges will be shown before payment where they apply.
Payment is due when the order is placed. We may use third-party payment providers and fraud-prevention services. We do not normally receive or store your full card details.
Prices, products and availability may change. Changes do not affect an order already accepted, except where we contact you to correct an obvious pricing error and you choose whether to proceed at the correct price.
You are responsible for ensuring that billing, delivery and contact details are correct.
10. Delivery of collection kits
Dispatch and delivery estimates are not guaranteed dates unless we expressly state otherwise. Delivery may be affected by weekends, public holidays, courier conditions, address errors and events outside reasonable control.
Risk in the physical kit passes to you when it is delivered to you or to a person or location identified by you. Ownership passes when we have received full payment and the kit has been delivered.
Check the parcel promptly. Tell us if the kit is missing, damaged, incomplete, expired or incorrect. Do not use a damaged or expired component.
Where tracking is provided, you should monitor it and contact us promptly about a delivery problem.
11. Using and storing the kit
Collection kits are single-use health products. Use only the components supplied for the stated purpose and only in accordance with the instructions.
You must:
- check the expiry date and packaging before use;
- store the kit under the stated conditions;
- follow preparation and collection instructions carefully;
- use the kit only for the registered sample provider;
- not substitute lancets, tubes, swabs, preservatives or packaging;
- not reuse, resell or tamper with the kit; and
- dispose of sharps and used components as instructed.
Failure to follow the instructions may affect safety, sample stability, analytical accuracy or the laboratory's ability to produce a result.
12. Collecting and returning a sample
Follow the test-specific instructions concerning fasting, time of day, medicine timing, exercise, alcohol, supplements, menstrual-cycle timing or other preparation.
Collect the required volume, label or register it correctly, package it using the supplied materials and return it within the stated timeframe. Biological samples must be transported only through the authorised return route and packaging.
Do not send a biological sample, used lancet, sharp or opened collection kit to Siddeley House.
You are responsible for the sample until it is received by the designated laboratory, except to the extent that loss or damage is caused by us, our authorised return service or another party for whom we are legally responsible.
A sample may deteriorate in transit even where instructions were followed. The remedy for a delayed, lost or unsuitable sample is governed by these terms and our Returns, Cancellations and Refunds Policy.
13. Phlebotomy and appointments
Some products require venous blood collection or offer an optional appointment. The booking page will identify whether the service is provided by Grace Belgravia or an independent clinic, nurse or phlebotomy provider.
Take any required kit, identification and paperwork to the appointment. Do not open a kit reserved for professional use unless instructed.
Appointment availability, cancellation terms, travel requirements and fees may be governed by additional booking conditions shown before confirmation.
Where you arrange your own phlebotomist, you are responsible for ensuring that the person is appropriately qualified, insured and able to follow the kit requirements.
14. Laboratories and service partners
We may use specialist fulfilment providers, couriers, software platforms, clinicians, phlebotomy services and independent laboratories to perform parts of the service.
The laboratory and accreditation route may vary by product. Any statement about UKAS accreditation, CQC registration, UKCA or CE marking applies only to the organisation, activity or equipment to which that statement relates.
We may replace a service partner where reasonably necessary, provided that the replacement does not materially reduce the contracted service or your legal rights.
You should contact Grace Belgravia first about an order, result-delivery issue, replacement, cancellation or refund. Our use of subcontractors does not remove responsibility that we owe you under applicable consumer law.
15. Sample acceptance and rejected samples
The laboratory will assess whether a sample is suitable. A sample may be rejected or only partly analysed because of:
- insufficient volume;
- clotting, haemolysis, contamination or leakage;
- incorrect tube, swab, label or registration;
- collection outside the stated conditions;
- expiry, delay or incorrect storage;
- an analytical or quality-control problem; or
- another reason that prevents a reliable result.
Where recollection is reasonably capable of resolving the problem, we may offer a replacement kit or repeat pathway. Whether a replacement, partial refund or full refund is appropriate depends on the cause, the work already completed and your statutory rights.
We cannot guarantee that every biomarker will produce a reportable result from every sample.
16. Turnaround times
Any turnaround time is an estimate, usually measured from the laboratory's receipt of an acceptable sample rather than from the order date or collection date.
Results may be delayed by transport, sample quality, repeat analysis, quality control, confirmatory testing, laboratory capacity, equipment issues, public holidays or the complexity of the test.
Contact us if the published estimate has passed. A delay does not automatically create a refund right, but we will provide an appropriate remedy where the service cannot be supplied within a reasonable time.
17. Results and urgent-result contact
Results are normally delivered electronically through the stated platform or method. You need internet and email access and must keep your contact details current.
Reference intervals vary by laboratory, method, age, sex, pregnancy status and clinical context. Results from different laboratories or collection methods may not be directly comparable.
Where the pathway includes a critical-result process, we or an authorised clinician may attempt to contact you or another appropriate healthcare professional. We may use the contact information supplied with the order and, where necessary for safety and lawful, share limited information as described in our Privacy Policy.
Automated systems, contact details and third-party availability can fail. You remain responsible for seeking urgent medical help based on symptoms and for reviewing results when they become available.
You are responsible for sharing clinically relevant results with your GP or another qualified professional and for following appropriate medical advice.
18. Genetic, genomic and epigenetic tests
Genetic and epigenetic testing can reveal sensitive and sometimes unexpected information. Results may have implications for biological relatives and may be uncertain, incomplete or reinterpreted as scientific knowledge develops.
Unless a product expressly states otherwise, these tests are informational and are not validated for diagnosis, prescribing, reproductive decision-making, insurance, legal identity, paternity, forensic use or ancestry certification.
An epigenetic or biological-age estimate is a model-derived result. It is not your chronological age, does not measure every aspect of ageing and cannot predict an individual lifespan or guarantee that an intervention has changed disease risk.
Before ordering, consider whether you are comfortable receiving potentially unexpected information. Seek genetic counselling or specialist advice where a result may affect significant medical or family decisions.
19. Sample retention and disposal
A laboratory may retain a sample or derivative for a limited period where necessary for analysis, quality control, repeat testing, legal obligations or complaint investigation. Retention periods vary by sample and laboratory.
Samples are normally consumed or disposed of through an appropriate clinical-waste process and are not returned to you.
A sample will not be used for unrelated research, product development or another secondary purpose unless there is an appropriate lawful basis and any consent required for that purpose has been obtained.
20. Personal data and health information
Testing involves personal data and may involve health, genetic, biometric, sex-life or other special-category information. We process this information in accordance with our Privacy Policy.
The Privacy Policy explains the organisations involved, purposes, lawful bases, special-category conditions, international transfers where applicable, retention, security and your data-protection rights.
Where explicit consent is required for a particular processing activity, it will be requested separately. Acceptance of these commercial terms is not used as a substitute for a legally required explicit consent.
We may share information with laboratories, fulfilment providers, clinicians, couriers, technology providers and regulators where necessary and lawful to provide the service, protect health, comply with law or handle a complaint.
21. Cancellations, returns and refunds
Your rights and the process for cancelling an order, returning a sealed kit, requesting a replacement or obtaining a refund are set out in our Returns, Cancellations and Refunds Policy.
In summary:
- an order may be cancelled before dispatch;
- consumer cancellation rights may apply to an unopened and unused kit;
- opened or used health-protection components cannot normally be returned for change-of-mind reasons;
- cancellation may be limited once service work or testing has started; and
- faulty goods and services that are not supplied with reasonable care and skill remain subject to statutory remedies.
22. Promotions, gift cards and discount codes
Promotions may have eligibility, product, minimum-spend, expiry, territory and single-use restrictions. Unless stated otherwise, only one discount code may be used per order.
A promotion may be withdrawn or corrected before an order is accepted. This does not affect an order already accepted at the promotional price.
Gift cards are subject to the conditions shown when purchased. They are not cash, cannot normally be exchanged for cash and may expire where the expiry was clearly disclosed and is lawful. Statutory refund rights are not removed.
23. Website access and acceptable use
We grant you a limited, personal, revocable, non-exclusive licence to access the website and your results for lawful personal use.
You must not:
- use the website fraudulently or unlawfully;
- attempt unauthorised access to an account, result, system or database;
- introduce malware, automated scraping or disruptive code;
- misrepresent another person's identity or health information;
- copy, resell or commercially exploit the service without permission;
- reverse engineer protected software except where law expressly permits; or
- use the service to harass, harm or discriminate against another person.
We may suspend access where reasonably necessary for security, maintenance, legal compliance, investigation of misuse or protection of users.
24. Intellectual property
The Grace Belgravia name, UK Registered Trade Mark No. UK00004016748, website design, written content, graphics, databases and other materials are owned by or licensed to us and are protected by intellectual-property law.
You may download or print a reasonable copy of your own results and policy documents for personal use. No other licence or transfer of ownership is granted.
Laboratory report formats, platform software and third-party materials may belong to their respective owners.
25. Third-party websites and services
The website may link to external resources, payment services, booking platforms or health information. We are not responsible for third-party content that is outside our control, although this does not remove responsibility for a subcontractor used to perform our contract with you.
Separate terms may apply when you independently purchase or use a third-party service that is not included in your Grace Belgravia order.
26. Changes, suspension and cancellation by us
We may update, replace or discontinue a product, biomarker panel, collection method, laboratory or website feature for safety, regulatory, scientific, commercial or operational reasons.
We will not materially reduce an accepted order without offering an appropriate alternative, price adjustment or cancellation remedy.
We may suspend or cancel a service where:
- the service is unavailable or unsafe;
- required information or consent is missing;
- the sample or order cannot lawfully be processed;
- you materially breach these terms;
- fraud, misuse or a security risk is reasonably suspected; or
- an event outside reasonable control prevents performance.
Where we cancel an unperformed service for reasons not caused by your breach, we will refund the affected amount.
27. Our responsibility and liability
Nothing in these terms excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.
We are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill. Loss or damage is foreseeable where it was obvious that it would happen or both parties knew it might happen when the contract was formed.
We are not responsible, to the extent permitted by law, for loss caused by:
- incorrect, incomplete or misleading information supplied by you;
- failure to follow preparation, collection, registration, packaging or medical-safety instructions;
- use of unauthorised equipment or a kit outside its intended purpose;
- your decision not to seek medical advice or act on urgent symptoms;
- a clinically reasonable limitation of the test or laboratory method;
- an unforeseeable third-party or transport event outside our reasonable control; or
- business loss arising from a product purchased for private consumer use.
We do not promise that the website will be continuously available or entirely error free, but we will use reasonable care in providing the contracted service.
Any limitation in these terms is subject to the Consumer Rights Act 2015 and the requirement that consumer terms be fair and transparent.
28. Events outside reasonable control
We are not responsible for delay or failure caused by an event we could not reasonably control, including severe weather, transport disruption, postal failure, epidemic, cyber incident, utility failure, industrial action, government action, laboratory closure or equipment failure.
We will take reasonable steps to reduce the effect, keep you informed where appropriate and resume performance. If a substantial delay means that the service cannot be supplied within a reasonable time, you may have a right to cancel the affected part and receive a refund.
29. Complaints and dispute resolution
Please contact us first so that we can investigate and try to resolve a complaint. Include your order number, the test name, the issue and the outcome you are seeking.
We may need to obtain information from the laboratory, fulfilment provider or courier. Health and identity information will be handled securely during the investigation.
If we cannot resolve a consumer complaint, we will provide any information about an applicable certified alternative-dispute-resolution body that we are legally required to provide and state whether we agree or are obliged to use that process.
This section does not prevent either party from using the courts.
30. Changes to these terms
We may update these terms to reflect changes in law, regulation, services, technology, partners or business operations.
The version applying to an order is normally the version in force when the order was accepted. A later change will not retrospectively remove a right or materially alter an accepted consumer contract unless required by law or agreed with you.
The current version and effective date will be published on the website.
31. General legal terms
Entire agreement. These terms and the documents incorporated by reference form the agreement concerning the consumer service. They do not exclude statements or rights that cannot lawfully be excluded.
Assignment. We may transfer our rights and obligations to another organisation where this does not reduce your rights. You may transfer your rights where the law permits or with our written agreement.
No waiver. A delay in enforcing a right does not waive that right.
Severability. If a provision is unlawful or unenforceable, it will be removed or limited to the minimum extent necessary and the remaining provisions will continue.
Third-party rights. A person who is not a party to the contract has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999, except where these terms expressly state otherwise.
32. Governing law and courts
These terms and consumer contracts are governed by the law of England and Wales, subject to any mandatory consumer protection that applies where you live.
If you live in England or Wales, the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may bring proceedings in the courts of the part of the United Kingdom where you live, and we may bring proceedings there where the law permits.
Contact Grace Belgravia
33. Contact details
Email: info@gracebelgravia.com
Customer correspondence address:
Siddeley House, Room 7, ground floor
50 Canbury Park Road
Kingston upon Thames
KT2 6LX
Legal entity: LOXA HOLDINGS LTD, company number 14167113.
Registered office: 71 to 75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom.
Do not send samples, sharps, used collection components or opened test kits to the correspondence or registered-office address.