At Biojourney Health, our commitment is to provide a consistent and excellent service, ensuring satisfaction at all times. To achieve this, we dedicate significant efforts to enhance your pathology testing experience from beginning to end. Our Terms and Conditions have been crafted to be equitable, and we outline them below. We recommend reviewing these Terms and Conditions before completing your purchase.
Laboratory Accreditation
We assure you that the results we furnish originate from an accredited Laboratory.
Please note that a certain degree of inaccuracy is inherent in all biological testing procedures - perfection is not achievable in any test. Nonetheless, all tests conducted by Biojourney Health boast a high level of reliability, sensitivity, and specificity. Our testing procedures are continuously monitored at partner laboratories in accordance with guidelines. While occasional errors may occur due to sampling challenges, transportation delays, or test interference, we strive to identify the probable cause of any failure to produce a valid test result in these rare instances. It's important to understand that no two laboratories produce identical test results or reference ranges, even when analysing a split sample sent to different laboratories on the same day. Each laboratory's result and range are unique to that specific facility. While some substances in tested samples exhibit minor concentration fluctuations from day to day, the presence of disease can lead to rapid changes in these levels. Conversely, certain substances (depending on the substance being tested) may exhibit significant variability on a daily basis.
One-Year Utilization
You have the flexibility of up to one year from the date of purchase to return the kit to the Laboratory using the provided envelope, provided that the kit has not exceeded its expiry date. If a year has elapsed and you still wish to proceed with your test, please reach out to us, and we will explore available options. It's important to note that additional charges may be incurred if a replacement kit is required.
Refund Assurance
To request a refund, please reach out to us using the contact details provided on our contact page within the specified timeframes, accompanied by the reason for your request. Unused kits should be returned to Biojourney Health. Kindly refrain from using the provided envelope within the kit, as it is designated for direct delivery to the Laboratory and may result in additional charges.
What We Cannot Assure
There are certain factors beyond our control that we cannot guarantee:
Outbound Postage - We cannot ensure precise delivery dates for your kit. Postage options are detailed during checkout, as each test combination may utilize different postage methods.
Return Sample - Your sample/s should be dispatched on the same day it is collected. We provide a self-addressed, pre-paid return envelope within your kit for this purpose. We recommend posting your sample between Monday and Wednesday. If the test/profile needs to reach the Laboratory the next working day, you are responsible for arranging this with your local Post Office when sending it back. We advise posting your sample between Monday and Thursday. Failure to utilize a guaranteed next day service back to the Laboratory (posting Monday - Thursday, with the sample arriving at the laboratory Tuesday - Friday) may result in the blood clotting, rendering it untestable. In such cases, if a guaranteed next day service is used within the suggested Monday - Thursday timeframe and the sample has clotted to an extent that some Laboratory values cannot be measured, we will provide a full refund if no parameters are returned. For profiles, a partial refund will be issued corresponding to the proportion of tests within that profile that have haemolysed. For example, if a Female Hormone profile, which includes 4 tests, is ordered and one of those tests cannot be reported, a refund of 25% of the total price of that profile will be issued. If the profile is required in its entirety and a partial refund does not address your clinical needs, a postal test kit may not be suitable for you as an individual. You may wish to explore other Biojourney Health Services that involve appointments at private clinics, where your blood is not reliant on the postal service.
Turnaround Times for Results
The estimated turnaround times are clearly indicated for each test and should be considered as a GUIDELINE only. These times represent the number of working days (excluding weekends or Bank Holidays) from sample receipt at the Laboratory to being emailed to us. Please note that results may occasionally be delivered earlier than the guided turnaround time, while they may also be delayed due to circumstances beyond our control, such as equipment malfunction, human error, or transportation issues affecting courier routes, as not all tests will be directly analyzed by the Laboratory to which you are sending your sample. Results are typically released by the Laboratory once all results are available.
Medical Interpretation
If you have opted not to receive comments from our doctors regarding your results, we will promptly email the results to you. However, if you have chosen to include comments from our GP, please allow 2 to 3 working days for our doctor to review your results and provide feedback. It's important to note that a comprehensive assessment may not always be possible based solely on laboratory results. In such cases, you may be advised to schedule a follow-up consultation with your own GP. Additionally, if your results necessitate specialist interpretation, you will be duly informed. Both private and public Doctors are mandated by the General Medical Council to operate within the scope of their knowledge to ensure your safety.
Presentation of Laboratory Results
Laboratories may present results in formats that differ from what you're accustomed to or may offer different reference ranges. Unfortunately, we have no control over this variability. If your results require a specific presentation format, we recommend consulting with us before placing your order to ensure compatibility.
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