Customer Services can be Contacted on  0151 805 0386  from 8am-8pm 7 days a week

Terms & Conditions

These terms & conditions relate to products and services made available on (the “website”) and application (the”app”) operated by Excalibur Healthcare Services Limited (“EHS, we/us/our”) or bought through one of our partners. EHS assumes no responsibility for the use of services outside the terms of this agreement.

Our products and services are available for purchase for residents within mainland United Kingdom, excluding Northern Ireland, the Channel Islands, Isle of Man, Isle of Wight, Isles of Scilly, the Scottish Isles.

1 Acceptance of Terms & Conditions and Our Services

1.1 Please read these Terms & Conditions carefully. By purchasing or by placing an order through the website and/or registering your kit you agree to use our services in accordance with these Terms & Conditions. These Terms & Conditions govern the supply of our tests, the processing of your samples and return of your results, including but not limited to providing a sample collection device or swab, sample processing, data analysis, interpretation of results, reporting of results to government or other bodies, and uploading of your results onto the website and app.

1.2 Please note: By using this service, you agree to and understand these Terms. You may not use our services if you do not accept these Terms & Conditions you will be asked to agree to these Terms & Conditions again at the point of purchase and/or test registration.

1.3 To utilise the service associated with the products offered by EHS you must obtain internet access and pay any associated fees. You acknowledge and agree that while EHS may not currently have set a fixed limit on the number of transmissions you may send or receive through the service, or on the amount of storage space used for the provision of any service associated with EHS products, it may do so in the future.

1.4 EHS is an innovator in diagnostic testing and as a result, you acknowledge and agree that the services which EHS provides may change from time to time without prior notice to you. You acknowledge and agree that EHS may pause or cease provision of some services without prior notice to you.

2 Privacy Policy

2.1 It’s important that you read and understand our Privacy Notice which details how we collect and use customer information. You must agree to the terms of our Privacy Notice to use our services. By registering your details you agree to the terms stated in our Privacy Policy. Our Privacy Policy can be viewed at  

3 Product Fee & Payment

3.1 The unit price of any product or service available for purchase will be quoted on our website (and if applicable, on our partners’ websites or in the applicable store). These prices may vary due to availability of promotional offers, vouchers/coupons or periodic sales. We reserve the right to withdraw or terminate any promotion or offer at any time or where fraud is suspected. All product fees are inclusive of Value Added Tax (VAT). Delivery charges will be quoted if applicable.

3.2 We accept all payment types offered at our online checkout. By placing an order you confirm that all payment and personal details provided by you are accurate and valid.

4 Shipping & Delivery

Be advised that delivery times may vary if orders are placed prior to weekends or bank holidays. You acknowledge to us that it is your responsibility to check that the delivery times are suitable and aligned with your prior arrangements, thus ensuring any purchased tests arrive with enough time to be returned for results to also arrive when required.  EHS’s liability will not exceed the cost charged to you for the test service, excluding packaging and post, subject to the preservation of your statutory consumer rights at all time.

4.1 All orders are shipped from our laboratory as soon as possible, typically within less than 48 hours of receipt of your order. We operate between 7am and 7pm including most weekends.

4.2 We aim to return the results of your test by posting your result on the website accessible via your personal link, within 24 hours of us receiving your test at our laboratory, providing that it is suitable for testing. We will promptly notify you if your test is unable to be analysed for any reason.

4.3 You acknowledge that due to the risk of postal delays we cannot guarantee that your results will be returned to you within 36 hours of you posting your samples to us.

4.4 If a Royal Mail prepaid label is enclosed as part of your order, you may use this to return your sample to us. This service is provided by Royal Mail, and as such we are not responsible for any transit delays as these would be outside of our control. You acknowledge to us, that should you choose to make alternative arrangements to return your sample to the laboratory for processing, under these circumstances your samples are sent entirely at your own risk. You are advised to keep a record of your Tracking Number for all return shipments sent to us by Royal Mail, so that you can track your shipment.

4.5 We also offer a courier delivery and collection service via DPD. If you select to use this service you will be asked to provide a collection place and date/time for your samples to be collected in good time for their return to our laboratory. If you fail to provide your samples at the booked time you will be liable for the costs and missed collection. You can re-schedule collection at your own cost with DPD using their online booking tool or via our customer service department. You acknowledge to us, that should you choose to make alternative arrangements to return your sample to the laboratory for processing, under these circumstances your samples are sent entirely at your own risk.

4.6 If you are travelling, you understand and agree that it is your responsibility to ensure that you have calculated the time frames necessary so that you receive your results in good time before you travel or following your return. This is not our responsibility and we are not liable for any loss or damage because of such delay, as set out in further detail in paragraph 12.

5 Cancellation & Returns

5.1 Orders may be cancelled only if you notify EHS and receive confirmation prior to dispatch. Due to the medical nature of our products, once dispatched we are unable to accept returns by law. All cancellation requests must be submitted using the contact form on the website.

5.2 For cancellation requests state ‘Cancellation Request Order – – – -’ in the subject line of your email to us. Please provide the order number (Order- – – – ) provided with your original order. Once your request has been submitted EHS will contact you by email with instructions on how to process your request.

6 Termination

6.1 If you wish to terminate your legal agreement with EHS you may do so by submitting your request to EHS. We will send an email to the email address linked to your user account asking you to verify your request. Upon confirmation we will process your request to delete your data, and you will no longer be able to use your account. See EHS’s Privacy Policy for further details (

7 Changes to Terms & Conditions

7.1 You acknowledge and agree that we may revise and update our Terms & Conditions from time to time and that you are not permitted to make any changes to our Terms & Conditions. Any changes to our Terms & Conditions will be posted on our website. By purchasing our services, you agree to any changes to our Terms & Conditions without notice.

8. Disclaimers

8.1 You acknowledge and agree that EHS and its licensees own all legal right, title, and interest in and to the Services, including any intellectual property rights which subsist in the Services. You also acknowledge that the Services may contain information which is designated confidential by EHS and that you shall not disclose such information without prior written consent from EHS.

8.2 You further acknowledge and agree that the Services and any necessary software used in connection with the Services contain proprietary and confidential information that is protected by applicable intellectual property and other laws. You also acknowledge and agree that information presented to you through the Services or Partners is protected by copyrights, trademarks, patents or any other proprietary rights and laws.

8.3 Our products and services are not intended to diagnose, treat, cure or prevent any diseases or disorders and are not a substitute for medical advice. Nor is the information supplied via our services or on our website or App or other material, intended to replace the individual advice available from your own doctor. You should always seek the advice of your doctor with any questions you may have regarding test or health information. If you have a recurring or a medically diagnosed health condition that concerns you, you agree to seek medical advice from your GP (General Practitioner) before making changes to your lifestyle.

9 Waivers

9.1 The EHS laboratory may not be able to process your sample if it does not contain sufficient material to assess or the results from processing are not deemed to be statistically reliable. The EHS laboratory process may itself result in errors. If the initial processing of your sample fails, EHS will reprocess the same sample at no additional charge to the customer. If the second attempt to process the same sample also fails, EHS, may at their sole discretion, offer to send another test o the user for a second collection. If the user’s second sample is again unsuccessful in processing, then EHS may, at its sole discretion, send an additional sample collection device to the user.

9.2 If the customer breaches this Agreement and resubmits another sample through a future purchase of the Service and processing is not successful, EHS will not undertake to reprocess the sample or provide the user with a refund.

9.3 Although extremely rare a small, unknown fraction of the data generated during the laboratory process may be un-interpretable or erroneous. Customers are not entitled to refunds where these exceptional errors occur.

9.4 The failure of EHS to exercise or enforce any right or provision of the Terms & Conditions shall not constitute a waiver of such right or provision. If any provision of the Terms & Conditions is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavour to give effect to the parties’ intentions as reflected in the provision, and the other provisions of the Terms & Conditions remain in full force and effect.

9.5 These Terms & Conditions constitute the entire agreement between you and EHS and govern your use of the Services, superseding any prior agreements between you and EHS on this subject. You also may be subject to additional terms and conditions when you use affiliate services, third-party content or software.

9.6 You may not assign or delegate any rights or obligations under this Agreement. Any attempted assignment or delegation shall be ineffective. We may freely assign or delegate all rights and obligations under this Agreement, fully or partially without notice to you. We may also substitute, by way of unilateral novation, effective upon notice to you, any third party that assumes our rights and obligations under this Agreement.

9.7 If you violate the Terms & Conditions in this Agreement or EHS has reasonable grounds to suspect that you have violated these Terms & Conditions EHS has the right to suspend or terminate your account and refuse any current or future use our Services.

10 Proprietary Rights

10.1 You agree that you shall not remove, obscure, or alter any proprietary rights, notices including copyright and trademarks that may be associated with or contained within the Service and any other brand features of EHS.

11 Notices

11.1 Notices from EHS will be made by either email to the email address provided upon kit registration, by post to the address provided when upon placing an order on the website or posted on our website. Notices to EHS must be provided by using the contact form on the contact us page.

12 Our Liability

12.1 We do not exclude or limit our liability to you where it would be unlawful to do so.

12.2 If we fail to comply with these Terms & Conditions, we are only responsible for refunding you the cost of the test excluding postage and delivery costs.

12.3 We are not liable or responsible for, but not limited to,

a) wasted expenditure;

b) any costs or fees related to cancelled, delayed, missed or rescheduled flights;

c) costs incurred for non-EHS tests, additional or otherwise

d) hotel, food and drink costs and charges;

e) car parking costs;

f) delays in travel and associated costs;

g) inconvenience or wasted time;

h) loss or earnings;

i) any business losses;

j) unforeseen additional expenditure; or

k) any indirect or consequential losses.

Your test is in safe hands