Terms of service

KNOWYOU+ TERMS OF SERVICE

These Terms apply to the purchase and use of KnowYou+ at-home blood testing kits and associated laboratory testing services. By purchasing, registering or using a KnowYou+ test kit, you agree to these Terms.

1. About KnowYou+
KnowYou+ at-home blood testing kits are supplied by Know You Ltd. Samples returned for testing are analysed by a CQC-accredited laboratory partner using established laboratory testing methods.

2. At-home sample collection
Our kits are designed to allow you to collect a blood sample at home by following the instructions supplied with the kit. Finger-prick blood collection may not always be successful.

Blood collection can involve risks including discomfort, bruising, bleeding, infection or feeling faint. You should follow all instructions carefully and use the supplied cleansing and dressing materials as directed.

If you experience excessive bleeding, significant swelling, an allergic reaction or any other concerning medical symptoms, you should seek appropriate medical assistance.

3. Who should not use a self-collection kit
A self-collection kit may not be suitable for everyone. In particular, you should not use the kit without appropriate medical advice if you have a bleeding or clotting disorder, take anticoagulant medication, take immunosuppressive medication or are undergoing chemotherapy.

If you have had a mastectomy, follow the specific collection guidance supplied with your kit. If you have had a double mastectomy, you should obtain medical advice before collecting a sample.

You must be physically and mentally capable of following the sample-collection instructions correctly.

4. Your sample
You are responsible for following the collection, labelling, packaging and return instructions supplied with your kit.

Samples may not be processed where, for example:

• the sample is not labelled correctly;
• insufficient blood has been collected;
• the sample has leaked or been damaged;
• the sample has deteriorated or become haemolysed; or
• the laboratory determines that the sample is otherwise unsuitable for reliable analysis.

Where a sample cannot be processed, the options available to you will depend on the reason the sample was unsuccessful and our applicable replacement and refund policies.

5. Laboratory testing
Returned samples are analysed by our laboratory partner. Reasonable care and skill will be used in performing the laboratory analysis and reporting service.

Laboratory testing is subject to biological and technical limitations. No laboratory result should be interpreted as an absolute guarantee of the presence or absence of a medical condition.

6. Your information
To provide the testing service, you may be required to provide information including your name, date of birth, sex or gender where clinically relevant, email address, telephone number, address and other information necessary for laboratory processing.

It is your responsibility to provide accurate information, particularly your email address and identifying details used to match you with your sample.

Your personal and health information will be handled in accordance with our Privacy Policy and applicable data-protection law.

Where disclosure is required by law, information may be provided to relevant public-health or regulatory authorities. LHC's own terms expressly contemplate legally required reporting to bodies such as UKHSA.

7. Results
Results will normally be provided electronically once laboratory analysis has been completed.

KnowYou+ test results are intended to provide health information and should not replace medical advice, diagnosis or treatment. If your results concern you, or if you have symptoms that require medical attention, you should consult an appropriate healthcare professional.

8. Delays and unsuccessful testing
Turnaround times are estimates and may be affected by delivery times, sample quality, laboratory workload or the need for repeat testing.

Where testing cannot be completed, we will review the circumstances and advise you whether a replacement kit, recollection or other remedy is appropriate.

9. Returns, cancellations and refunds
Returns, cancellations, unsuccessful samples and refunds are governed by our separate Returns & Refunds Policy.

Your statutory consumer rights are not affected.

10. Acceptable behaviour
We expect customers and our staff, suppliers and laboratory partners to communicate respectfully. Abusive, threatening or harassing behaviour may result in communications or services being restricted where reasonably necessary.

11. Liability
Nothing in these Terms excludes or limits liability where doing so would be unlawful.

We are not responsible for consequences arising from inaccurate information supplied by the customer, failure to follow the instructions provided, or use of the service in a manner inconsistent with its intended purpose, except where responsibility cannot legally be excluded.

12. Changes to these Terms
We may update these Terms where necessary to reflect changes to our services, suppliers, legal requirements or business practices. The version published on our website at the relevant time will apply.

13. Contact

Know You Ltd
Hartsbourne House, Delta Gain
Watford, England, WD19 5EF
info@knowyouplus.co.uk