Terms and Conditions - Get A Drip

Terms & Conditions

Coronavirus Update

Updated 18 June 2020: Our stores are both open for appointment-only bookings. Click here to book your appointment. If you arrive without an appointment then we cannot guarantee to see you straight away – you will be given an appointment on arrival. If you have booked an appointment then please arrive on time! If you arrive more than ten minutes late then we reserve the right to give your appointment to someone else.8

Coronavirus Tests

  • How we will contact you 

If we need to contact you we will do so by e-mail or by phone using the contact details you provide to us.

By giving us your contact details you also give us your consent to contact you about the service we provide and any product you have bought or enquired about. If necessary, we may leave you a message.

If you are buying multiple tests on behalf of family members, you need to ensure that you have their consent to receive test results on their behalf, or they can set up their own account online or request that we send test results to a different email address as nominated by them.

If you are a company or organisation buying multiple tests for your employees or staff members, each individual will be required to set up their own account online or register their personal details online and nominate an email address for us to send their test results to. They may also consent for us to share certain details with you.

It is the customer’s responsibility to ensure that its contact details are kept up to date, and the test takers responsibility to ensure that any contact details they provide are accurate.

Our products

Our products include kits to facilitate the collection of human biofluids (e.g. blood, urine, faeces, mucus and saliva) and analysis either in a laboratory or by a point-of-care assay. A kit could be designed to conduct a panel of investigations or for one particular marker, depending on the product purchased. Kits may be for either self-collection or require sample collection by a healthcare professional. 

When you purchase a testing kit we will post it to you with instructions of how to collect your samples. For laboratory tests, we will provide a prepaid envelope in which to send your samples to our partner laboratory, where the analysis is carried out. Details of the exact tests performed are set out on our website and will depend on what you have requested. You will be provided your results by email.

We may contact you directly regarding your samples and test results, if necessary.

A testing kit, laboratory analysis or point-of-care assay and the results make up the product that we are providing to you (“Product”). 

If you are an individual, you may only purchase Products from us if you are at least 18 years old. You must also provide us with certain personal information, including your name and address in order to purchase a test.

You may also purchase multiple test kits in one order for the purpose of providing test to other individuals, such as friends, family or staff. However, test kits must not be resold.

Prior to returning samples to our laboratory all users are required to provide us with their name, date of birth and email address for receiving results using a secure form on our website. They must also legibly enter their details on the laboratory request form and sample labels provided in the test kit. This allows us to identify samples in the laboratory and communicate results to individuals in a secure manner. If you are providing this information on someone else’s behalf, such as a family member, you MUST ensure that the individual providing the test sample has consented to their results being sent to the email address provided. If you fail to provide the required information, we may not be able to identify your sample and you may not receive your results. We will only provide results to users who have registered their details with us. 

Test results are for the purposes of information only. They may provide a guide to help you understand your health but do not constitute a clinical diagnosis. Although we only work with accredited laboratories, no laboratory test is perfect and we are not responsible for any errors or inaccuracies in test results generated by our partner laboratory. There can be instances where tests are negative despite the presence of conditions which are later found to be the cause of symptoms. Similarly, there can be instances where tests are positive but subsequent investigation fails to detect any underlying condition. Our service is not a substitute for in-person medical investigation and advice. If you have any concerns regarding your health or your test results, or of the health and results of individuals in your household or employees and third parties you decide to test (only applicable using the point-of-care assay), you should discuss them directly with a healthcare professional. We cannot take responsibility for any actions or inactions made by individuals, business or other parties in light of the test results we provide.

How a contract is formed between you and us

Our website will guide you through the steps you need to take to place an order with us. Alternatively, tests can be purchased in one of our clinics.

Payment must be received in full in cleared funds before we process your order. Once we receive payment, we will confirm our acceptance to you by sending you a confirmation email (“Order Confirmation”). The contract between us will only be formed on the date we send you the Order Confirmation (the “Contract”).

Test kits remain valid for use up to the “use-by” date specified on the kit components – the Validity Period.

If, for any reason, we are unable to perform the tests, we will inform you by email or by phone. If you have already paid for the tests we will refund you the full amount within 5 working days. A working day is any day other than a Saturday, Sunday or public holiday in the UK.

By purchasing a Product and sending samples to our laboratory you are giving us and our partner laboratories your informed consent to perform the tests you have ordered.

How to pay

You may pay for Products using a debit or credit card.

Price of products and delivery charges

The price of the Products will be as quoted on our website at the time you submit your order. 

If you choose to return any samples to our laboratory via a courier or recorded or guaranteed next day postal delivery you will do so at your own cost.

Prices for our Products may change from time to time, but changes will not affect any order you have already placed.

Dispatch and delivery

After your payment has been processed and you have received either an Order Confirmation or a paid invoice we will send you a testing kit by tracked mail and you should receive it within 2 (two) working days, within the United Kingdom. However, we cannot guarantee that the testing kit will arrive within two (two) working days as this depends on third party delivery services (such as Royal Mail) over which we do not have direct control.

Delivery of a testing kit shall be completed upon our first attempt to deliver it to the address you have provided and the testing kit and samples will be your responsibility from that time until it reaches our laboratory for analysis.

If you lose or damage your home collection testing kit, we will send you a replacement kit but this will be at your own cost.

If your testing kit arrives in the post damaged, we will send you a replacement kit as soon as you notify us and you will need to provide photographic evidence.

Sample return and test results

For laboratory tests, you must return samples to our partner laboratory within the time frames set out in the instructions. We will provide pre-paid tracked return envelopes for this purpose. When returning PCR swab tests by post, you must use a Royal Mail priority postbox (see our FAQ for more details of locations) or an equivalent service as instructed by us at the time of testing. Not doing so may lead to deterioration of your sample which could affect the accuracy of your test results. We do not accept responsibility for results that are compromised due to delays in returning samples or where samples are lost in the post. Samples may also be returned to the laboratory in person or via courier or expeditated postal service. This will be at your own cost.

Occasionally, laboratories are unable to test samples sent to them. This may be because the amount collected is insufficient for full analysis, or in the case of blood samples the sample has deteriorated or clotted or because it has haemolysed (where red blood cells damaged during sample collection leak their contents into the surrounding plasma). If the laboratory cannot test your sample, we will send a second collection kit to you at your own cost.

A COVID-19 positive test result has to be shared with public health bodies like PHE (Public Health England) and NHS or as defined from time to time and the customer provides their explicit consent to do that.

Cancellations and refunds

You may cancel your order at any time before a testing kit has been dispatched to you and receive a full refund.

Once your testing kit has been dispatched it can not be cancelled or refunded due to contamination risk.

We may make changes to these terms

We amend these Terms and Conditions from time to time and you should check them from time to time so you can be happy with any changes that are relevant to you.

We may make changes to our website

We may update and change our website from time to time to reflect changes to our service and our users’ needs.

We may suspend or withdraw our website

Our website is made available free of charge.

We do not guarantee that our website, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our website for business and operational reasons.

We will try to give you reasonable notice of any suspension or withdrawal.

You are also responsible for ensuring that all persons who access our website through your internet connection are aware of these Terms and Conditions and other applicable terms, and that they comply with them.

How you may use material on our website

We are the owner or the licensee of all intellectual property rights in our website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off one copy, and may download extracts, of any page(s) from our website for your personal use and you may draw the attention of others within your organisation to content posted on our website.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of content on our website must always be acknowledged.

You must not use any part of the content on our website for commercial purposes without obtaining a licence to do so from us or our licensors.

If you print off, copy or download any part of our website in breach of these Terms and Conditions, your right to use our website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

Do not rely on information on this website

The content on our website is provided for general information only, as a first port of call to find healthcare information. It is not intended to amount to medical advice on which you should rely.

Although we make reasonable efforts to update the information on our website, we make no representations, warranties or guarantees, whether express or implied, that the content on our website is accurate, complete or up to date.

We are not responsible for websites we link to

Where our website contains links to other websites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.

We have no control over the contents of those websites or resources.

Our responsibility for loss or damage suffered by you

The Products you purchase from us are for private use only and you agree not to use the Products for any commercial purpose. We are not liable to you for any loss of profit, loss of business or revenue, business interruption or loss of business opportunity.

Our total liability to you resulting from a Contract is limited to the total value of that Contract – meaning the price you paid for the Products and any additional services. In particular we are not liable for any costs, loss, delay, inconvenience or damage you suffer as a result of:

  • decisions you make based on the result of the laboratory analysis and/or point-of-care tests that affect your health and/or that of others;
  • the samples you send being lost, delayed or damaged in transit or via post from you to us;
  • the laboratory being unable to test your samples for any reason;
  • any injury you may suffer when undergoing sample collection by a third party (e.g. swab or venepuncture) or when using kits for self-collection unless the collection kit is shown to be defective;
  • test results not being made available to you within the turnaround time stated for any Product;
  • your failure to follow instructions provided to you in relation to sample collection or pre-sample preparation requirements;
  • actions or inactions made by third parties in light of your voluntary disclosure of test results;
  • your failure to act upon our advice if we recommend that you seek medical advice or attention having taken a test;
  • your failure to show test results to your GP or doctor;
  • your failure to send a sample to the laboratory for testing within the Validity Period;
  • loss or damage that is not foreseeable;

If we fail to comply with the Terms and Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Terms and Conditions or our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this Contract.

It is your responsibility to ensure that the relevant sample has been collected and sent to our laboratory within the Validity Period.

We do not in any way exclude or limit our liability for:

  • death or personal injury caused by our negligence;
  • fraud or fraudulent misrepresentation;
  • any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession) as amended by the Consumer Rights Act 2015;
  • any breach of the terms implied by section 9 to 11 of the Consumer Rights Act 2015 (description, satisfactory quality, fitness for purpose and samples); and
  • defective products under the Consumer Protection Act 1987.

Events outside 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 any act or event beyond our reasonable control (an “Event Outside Our Control”).

If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:

  • we will contact you as soon as reasonably possible to notify you; and
  • our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of testing kits to you, we will arrange a new delivery date with you once the Event Outside Our Control is over

Booking Deposit

When booking your appointment online, you will be asked to pay a £10 holding deposit. This amount will be deducted from your final bill at your appointment. If you do not turn up for your appointment you will lose the £10 deposit. If you cancel your appointment at any time then the deposit will not be returned. You can reschedule your appointment up to 48 hours before your appointment without losing your deposit. 

Appointment Cancellation

Please note Get A Drip operates on a 48 hour cancellation policy. If you wish to cancel or rearrange appointments, we kindly ask you to give us 48 hours’ notice. If you arrive after 10 minutes after your appointment time we will consider this a cancellation. We reserve the right to charge the cost of the appointment if there is a no show or adequate notice is not given. Credit card details will be taken to confirm the bookings from new clients. For complimentary consultations, a £20 no show fee is chargeable if adequate notice is not given.

Home Call Outs

Minimum spend £125 plus call-out fee. If cancellation is made less than 24 hours before call out, 50% of the total payment will be charged to your card. Call outs need to be paid 24 hours in advance or, if the booking is made less than 24 hours before the appointment, at the time of booking. We will invoice the full amount in advance and will ask for a matching ID when invoicing – this is a requirement from our payment provider Square. We do not offer refunds on call outs as Drips are pre-mixed in our clinics. Call out times may vary up to 2 hours due to external circumstances. We may try to contact you before, during or after the scheduled call out time to provide updates. We ask that you please keep your phone nearby to answer. The person having the drip must be present and ready for their appointment at the time of the appointment. If the customer is not ready at the appointed time then we will consider this as a cancellation (see above cancellation policy) and we reserve the right to invoice the full amount and not offer a refund. We have lots of home call-out customers and delays have a knock on effect to our other customers. Every person having an appointment must have their own email address. We will email a medical questionnaire in advance of the appointment and it must be completed at least 12 hours before the appointment. If the medical questionnaire has not been completed in advance of the appointment then we reserve the right to cancel the appointment. We do not offer promotional discounts on home call outs. We do not accept payment for call-outs with gift vouchers. Gift vouchers are only to be used instore. Click here for call-out fees and to request a call-out. 

To Change Or Cancel Your Appointment

Please log into your account here where you can rearrange or cancel your appointment. Alternatively please phone your dedicated Get A Drip clinic and speak to a member of our team if you wish to change or cancel your appointment. We strive to ensure that we are always available to you and are open 7 days a week.

NADH

Due to the nature of NADH, this service must be pre-paid. Once an appointment has been booked, it cannot be refunded if the appointment is cancelled within 24 hours.

The product has to be stored at a very specific temperature in our medical freezers, and is removed from the freezer 24 hours before the appointment. If an appointment is cancelled within 24 hours of the appointment time, the product will be wasted and cannot be re-frozen. 

If you need to cancel or rearrange your appointment, this must be done over 24 hours from the appointment time, otherwise the full price will still be charged.

Courses

Courses are non- refundable, however balances for outstanding treatments can be transferred to alternative IV treatments. Please speak to your Treatment Coordinator for details. Please also note we may recommend a change in your treatment programme during your course of treatments to meet your individual needs

Policy On Children

We regret that we are unable to allow children to remain unaccompanied in the reception area. Our Front of House staff are neither trained nor insured to look after children, and we respectfully ask our clients to refrain from asking our receptionist to watch their children during treatments. For safety reasons, children are not allowed in the treatment rooms at any time.

Policy On Pets

We regret that we are unable to allow pets in the clinic for hygiene reasons

Promotional Offers

All offers are limited to one offer per person and cannot be used in conjunction with any other offer or product purchases.

Various discounts are available via the Magic Stamp Loyalty App. The Magic Stamp App must be downloaded, and search for ‘Get A Drip’ to get started. Not to be used in conjunction with any other offer. Stamps cannot be transferred. One stamp per visit and per day. 

Minimum spend of £100 on Vitamin Drips and/or Booster Shots only in order to qualify for a stamp.

After 3 stamps, the customer receives a voucher for 25% off their next service. After 6 stamps, the customer receives a voucher for 50% off their next service.

Once all 6 stamps have been used, the card will refresh. On the second card, you will be entitled to 25% off on the third stamp and 50% off on the sixth stamp again and so on.

Promotional discounts including the Magic Stamp loyalty app discounts are only for use in the clinics and are not available on home call outs. 

Promotional discounts are not available on packages, DNA tests, Blood tests or Impli implants. 

Gift Vouchers

Gift vouchers are non-refundable, cannot be exchanged for cash and will state how long they are valid for. Limited to one voucher per person. Gift vouchers cannot be used for product purchases or in conjunction with any other offers. Gift vouchers can only be redeemed instore and cannot be used to pay for a call-out. Please bring your gift voucher with you to your appointment.

Complaints Policy

Complaints should be made by e-mail to the manager of your Get A Drip clinic. We aim to acknowledge complaints within 5 working days.

Right to Refuse

We reserve the right to refuse to serve anyone who is rude or aggressive to our members of staff.

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