T&C

Terms and Conditions 

Coleebri Health — Coleebri Limited 
Last updated: 3 June 2026 
Version: 1.0 

These Terms and Conditions govern the provision of phlebotomy and pathology-related services to individual consumer patients by Coleebri Health. Corporate and business clients are served under a separate Service Level Agreement (SLA). By booking an appointment or placing an order, you agree to be bound by these Terms and Conditions. 

  1. About Us

Coleebri Health is the trading name of Coleebri Limited, a company registered in England and Wales. Our registered address is available on request and on file with Companies House. 

Coleebri Health is registered with the Care Quality Commission (CQC) as a provider of regulated healthcare activities, including phlebotomy (venepuncture). Our CQC registration number is 1-24249388869. Our Registered Manager is Guillaume Gual. 

We are regulated by the CQC under the Health and Social Care Act 2008 and the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Our regulated activities include the collection of blood samples by trained healthcare practitioners. 

  1. Scope of Service

We provide the following services: 

  • Mobile phlebotomy — collection of venous blood samples at your home or an agreed location by a qualified healthcare practitioner 
  • Vital signs monitoring — measurement and recording of basic observations at your home or agreed location 
  • Self-collection kit facilitation — supply and dispatch coordination of UKCAIVD-marked, MHRA-registered home test kits for onward laboratory analysis 
  • Sample dispatch — point of collection labelling, appropriate packaging, and dispatch of samples to a nominated UKAS-accredited and/or CQC-registered partner laboratory 

We do not provide laboratory analysis, clinical diagnosis, medical advice, results interpretation, or treatment recommendations. Laboratory testing, reporting, and any interpretation of results remain the sole responsibility of the relevant laboratory and/or, where applicable, the clinician who requested the test. Where you have ordered a test directly without a referring clinician, we strongly recommend that you share your results with your GP or a qualified healthcare professional rather than interpreting them yourself, as this falls outside the scope of our service. 

  1. Patients Under 16

Our standard phlebotomy and vital signs services are available to individuals aged 16 years and over. We also provide phlebotomy services to young people aged 13–15 under a separate clinical protocol, in accordance with our Patient Journey Policy for Young People. 

For patients aged 13–15, the following additional conditions apply: 

  • A parent or legal guardian must be present at the appointment unless the young person has been assessed as Gillick competent — meaning they have been assessed as having sufficient maturity and understanding to consent to the procedure independently 
  • Where Gillick competence applies, our healthcare practitioner will assess and document this at the time of the appointment in accordance with established legal principles 
  • Where Gillick competence does not apply, written parental or guardian consent is required before the procedure can proceed 
  • Safeguarding considerations apply to all patients in this age group in accordance with our Safeguarding Policy 

We do not provide phlebotomy services to children under 13 years of age. 

  1. Ordering Tests and Booking Services

When placing an order or booking an appointment, you are responsible for ensuring that all information you provide is accurate and complete. This includes: 

  • The patient’s full name, date of birth, address, and contact number 
  • Any special instructions for the appointment or sample processing 
  • Details of any laboratory request forms, test kits, or consumables required 

If laboratory request forms, test kits, or other materials are required, these must be supplied in full and in advance of your appointment. We may not be able to complete a visit if required paperwork or materials are not available. 

You agree that you are solely responsible for selecting appropriate tests and ensuring they are suitable for their intended purpose. If in doubt, please consult your GP or a qualified medical professional before ordering. 

  1. Patient Consent and Suitability

5.1 Consent at Booking 

By confirming a booking for a patient, you confirm that the patient has been informed about the appointment and the nature of the service. Where you are booking on behalf of another person, you confirm that you have their agreement to share their personal and clinical details with us for the purposes of arranging their appointment. 

5.2 Clinical Consent at Appointment 

Valid clinical consent is obtained directly from the patient by our healthcare practitioner at the time of the appointment, in accordance with our Consent to Care and Treatment Policy and the Mental Capacity Act 2005. A patient may withdraw consent at any time before or during the procedure. 

Where a patient lacks capacity to consent, our healthcare practitioner will act in accordance with the Mental Capacity Act 2005 and will not proceed without appropriate authorisation. 

5.3 Pre-Appointment Information 

You must inform us in advance of any known factors that may affect sample collection, including: 

  • Difficult venepuncture or vein access 
  • History of fainting (vasovagal episodes) 
  • Mobility or accessibility requirements 
  • Relevant clinical conditions or medications 
  • Any safeguarding concerns relevant to the patient’s welfare 

Failure to disclose relevant information may affect our ability to deliver the service safely or at all. 

 

  1. Appointments and Access

Appointments are scheduled by agreement within an agreed time window. We may contact the patient in advance to confirm the booking and check availability. 

You must ensure that the patient is available and that safe, reasonable access to the collection address is possible at the agreed time. If the patient is unavailable, the address is inaccessible, or access cannot be achieved for reasons within your control, the appointment may be treated as a failed attendance and charged accordingly (see Section 7). 

Our healthcare practitioners carry out a dynamic risk assessment at the start of every home visit. If the environment is assessed as presenting an unacceptable risk to the safety of the healthcare practitioner or patient, the visit may be paused or discontinued. We will notify you as soon as possible in such circumstances. 

  1. Cancellations, Consumer Rights, and Failed Appointments

7.1 Your Statutory Right to Cancel 

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a booking or order within 14 days of confirmation without giving any reason and without penalty, provided the service has not yet been performed. 

If you have expressly requested that the service begin within the 14-day cancellation period, and the appointment has taken place, your right to a full refund will be reduced proportionally to reflect the service already delivered. 

7.2 Self-Collection Kits — Sealed Kit Exception 

For self-collection test kits, your 14-day cancellation right does not apply once the sealed kit has been opened, in accordance with Regulation 28(3)(d) of the Consumer Contracts Regulations 2013, which excludes the return of sealed goods that are not suitable for return after opening due to health protection or hygiene reasons. 

Where a kit has not been opened and you cancel within the 14-day statutory period, you are entitled to a refund. To initiate a return, please contact us at health@coleebri.com — the return address will be provided to you once the return process has commenced.  

The cost of returning the kit to us is your responsibility. We reserve the right to reduce your refund to reflect any diminishment in the value of the kit caused by unnecessary handling or damage to the packaging, in accordance withRegulation 34(9) of the Consumer Contracts Regulations 2013. Refunds will be processed within 10 working days of the returned kit being received by us in satisfactory condition. 

7.3 Appointment Cancellation — Beyond the 14-Day Window 

Outside the statutory cancellation period, the following applies: 

  • More than 24 hours’ notice: No cancellation charge 
  • Less than 24 hours’ notice: The full appointment charge may apply 
  • Failed attendance (patient not available): The full appointment charge may apply 

7.4 Failed Collections, Unable-to-Bleed Patients and Sample Rejection 

If a collection cannot be completed or a sample is rejected, the following applies depending on the cause: 

Unable to obtain a sample (no fault of either party): Where, in the sole and reasonable clinical judgement of our healthcare practitioner, the difficulty could not have been avoided by following pre-appointment instructions, we will offer a rebooked appointment at a reduced or waived attendance charge. The original appointment fee may be partially retained to reflect the healthcare practitioner’s time and travel. We will discuss the fairest resolution with you on a case-by-case basis. 

  • Appointment cannot safely proceed on arrival: Where a healthcare practitioner attends but the appointment cannot safely proceed for clinical or safety reasons, a partial charge to reflect the healthcare practitioner’s time and travel will apply in all cases. Where the relevant factors were known at the time of booking and not disclosed, the full appointment charge may apply. The decision to discontinue an appointment on clinical or safety grounds rests with the healthcare practitioner. 
  • Failed collection due to patient preparation: Where pre-appointment instructions were provided (such as fasting, hydration, or medication guidance) and were not followed, resulting in a failed or compromised collection, the standard appointment charge may apply. We will endeavour to advise on rescheduling. 
  • Our error: If a collection fails or a sample is rejected due to our labelling, packaging, or handling error, we will arrange a redraw at no additional charge. 
  • Laboratory rejection: If a collected sample is rejected by the laboratory due to factors outside our control (including haemolysis caused by patient factors, insufficient volume due to patient physiology, or sample deterioration during transit), the standard charge may still apply. We will notify you of the rejection and discuss options including a rebooked appointment. 

In all cases we will communicate with you promptly and work to reach a fair outcome. Nothing in this section limits your statutory rights under the Consumer Rights Act 2015.  

7.5 Refunds 

Refunds due under these Terms will be processed to your original payment method within 10 working days of the cancellation being confirmed. A working day is any day other than a Saturday, Sunday, or UK public holiday. 

  1. Sample Handling and Transport

Samples are labelled at point of collection immediately after collection and packaged using appropriate materials in accordance with UN3373 (Category B biological substance) transport regulations and our Sample Labelling and Transport Policy. 

Dispatch is carried out using Royal Mail Special Delivery, a tracked courier service, or another agreed method. Once samples have been handed to the postal or courier service, responsibility for transit rests with that carrier. We are not liable for loss, delay, or damage occurring after dispatch, except where the issue was directly caused by our labelling or packaging error. 

8.1 Force Majeure 

We will not be liable for any failure or delay in performing our obligations where that failure or delay results from any cause beyond our reasonable control, including (but not limited to) postal or courier disruption, extreme weather, public health emergencies, or actions of third parties. In such circumstances, we will notify you as soon as reasonably practicable and work to reschedule or resolve the matter. If a force majeure event continues for more than 30 days, you may cancel your booking and receive a full refund for services not yet delivered.

  1. Fees, Pricing, and Payment

All fees are stated inclusive of VAT at the applicable UK rate. Prices are as quoted at the time of booking. We reserve the right to amend our pricing, but changes will not affect any booking or order already confirmed. 

Our fees are based on the service requested and may include additional charges for: 

  • Travel outside a standard distance radius 
  • Urgent or out-of-hours bookings 
  • Multiple patients at the same address 
  • Additional sample types or specialist collection requirements 
  • Extended travel time to remote locations 

For individual consumer patients, full payment or a deposit may be required at the time of booking. Payment methods accepted are set out on our website or confirmed at the time of booking. 

Late payment of any agreed balance may attract interest at 8% above the Bank of England base rate per annum, calculated daily. 

Corporate and B2B clients: Organisations, employers, and corporate clients are not governed by these Terms and Conditions. A separate Service Level Agreement (SLA) is available and governs all B2B service arrangements, including invoicing terms, volume pricing, and agreed payment schedules. Please contact us to discuss a corporate arrangement. 

  1. Clinical Limitations

We do not provide treatment advice, clinical diagnosis, results interpretation, or medical consultation of any kind. Our service is limited to the physical collection of biological samples and, where applicable, the facilitation of kit dispatch. Tests may be ordered directly by patients online or through a referring clinician. In either case, we strongly recommend consulting your GP or a qualified healthcare professional to review your results — we are not able to interpret results on your behalf. We do not accept liability for any consequences arising from your decision not to seek professional advice following receipt of test results. 

  1. Complaints Procedure

We are committed to handling all complaints fairly, transparently, and in accordance with CQC Regulation 16 (Receiving and Acting on Complaints) and the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. 

11.1 How to Make a Complaint 

Any service user, their family member, or representative may submit a complaint verbally or in writing. Complaints can be directed to any member of staff or directly to our designated complaints officer: 

  • Name: Guillaume Gual, Registered Manager 

11.2 Our Response Timescales 

  • Acknowledgement: Within 3 working days of receipt 
  • Full written response: Within 30 working days of receipt, including findings, any action taken or proposed, and an apology where appropriate 

11.3 Escalation 

If you are not satisfied with our response, you have the right to escalate your complaint to: 

  • Alternative Dispute Resolution (ADR): We will provide details of an approved ADR scheme upon request if your complaint cannot be resolved directly 

Your right to escalate a complaint to the CQC or pursue alternative dispute resolution is not restricted by these Terms and Conditions. Any term that purported to restrict this right would be void.  

11.4 Kit Sales — Consumer Rights 

The remedies available to kit customers under the Consumer Rights Act 2015 — including replacement or refund for faulty or non-conforming goods — are not excluded or limited by these Terms. Repair is not offered as a remedy given the single-use nature of test kits. 

  1. Data Protection and Privacy

We process your personal data and, where applicable, special category health data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, and in keeping with the Caldicott Principles governing the use of patient information. 

12.1 Lawful Basis for Processing 

We process personal and clinical data on the following lawful bases: 

  • Article 6(1)(b) UK GDPR — processing necessary for the performance of a contract with you 
  • Article 6(1)(c) UK GDPR — processing necessary for compliance with a legal obligation 
  • Article 9(2)(h) UK GDPR — processing of special category health data for the purposes of the provision of health care and treatment 

12.2 What We Use Your Data For 

Patient data is used only for the following purposes: 

  • Arranging, confirming, and delivering your appointment or order 
  • Communicating with you about your booking or service 
  • Transmitting sample and patient identification data to our nominated partner laboratory 
  • Complying with our legal and regulatory obligations (including CQC, MHRA, and RIDDOR reporting requirements) 
  • Maintaining clinical records in accordance with applicable retention schedules 

12.3 Data Processors 

Your personal data may be shared with the following categories of processors and partners, each bound by appropriate Data Processing Agreements (DPAs): 

  • Our nominated UKAS-accredited and/or CQC-registered partner laboratories (for sample analysis) 
  • Our practice management system provider (for appointment and record management) 
  • Our secure communications provider (for encrypted document and results handling) 
  • Postal and courier services (limited to name and address data only) 
  • Regulatory authorities where required by law (e.g. CQC, HSE, MHRA, Public Health bodies) 

We do not sell your personal data. We do not share your data with third parties for marketing purposes. 

12.4 Retention 

Clinical and personal data is retained in accordance with our Records Management and Retention Policy and the Records Management Code of Practice for Health and Social Care 2023. Clinical records are generally retained for a minimum of 8 years from last contact for adult patients (or until the patient’s 25th birthday if they were a minor when treated, whichever is later). 

12.5 Your Rights 

You have the right to access, correct, restrict, or request erasure of your personal data, subject to applicable legal and regulatory retention requirements. To exercise your rights, please contact us using the details in Section 11.1 above. 

Our full Privacy Notice — which sets out all data processing activities, international transfer safeguards, and data subject rights in detail — is available and can be provided to you on request.  

  1. Equality and Reasonable Adjustments

Coleebri Health is committed to providing services in a way that is fair, inclusive, and free from unlawful discrimination. We comply with the Equality Act 2010 and respect the Human Rights Act 1998. 

We do not discriminate, directly or indirectly, against any person on the basis of any protected characteristic, including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. 

We will make reasonable adjustments to accommodate individual needs, including (but not limited to): 

  • Mobility or access requirements at the collection address 
  • Communication needs (ie language requirements) 
  • Neurodivergence or cognitive accessibility requirements 
  • Cultural, religious, or identity-based preferences in the delivery of care 

If you have any specific requirements, please inform us at the time of booking and we will do our best to accommodate them. 

  1. Safeguarding

Coleebri Health takes its safeguarding responsibilities seriously. We have a duty to protect the welfare of all patients, including vulnerable adults and young people, in accordance with the Care Act 2014, the Children Act 1989 and 2004, and Working Together to Safeguard Children 2023. 

Our named Safeguarding Lead is Guillaume Gual, Registered Manager. Any safeguarding concern identified during the course of our service will be reported to the appropriate statutory authority without delay. 

If you have a safeguarding concern about yourself or someone else, please contact us or call: 

  • Adult Social Care (local authority): Via your local council 
  • Children’s Social Care: Via your local authority 
  • Emergency services: 999 
  • NSPCC Helpline: 0808 800 5000 
  1. Duty of Candour

Coleebri Health operates in accordance with CQC Regulation 20 — Duty of Candour. If a notifiable safety incident occurs in connection with your care — meaning an incident that results in, or may result in, harm to a patient — we will: 

  • Notify you (or your representative) as soon as reasonably practicable 
  • Provide a truthful account of what is known at the time 
  • Offer an apology 
  • Document the notification and our response 

The Duty of Candour is a statutory obligation. Our ability to fulfil it cannot be restricted or waived by any agreement.  

  1. Refusal of Service and Termination

We may decline or discontinue a booking or service where: 

  • There are safety concerns for the patient or our staff 
  • Required information, paperwork, or materials have not been provided 
  • The booking cannot proceed safely or lawfully 
  • There has been a material breach of these Terms 
  • Access to the collection address is unsafe or cannot be achieved 

Any decision to refuse service is made on clinical, safety, or operational grounds only. We do not refuse service on the basis of any protected characteristic under the Equality Act 2010. A refusal of service is not a breach of our equality obligations where it is made on legitimate clinical or safety grounds consistent with our published Inclusion and Exclusion Criteria Policy. 

Where we decline or terminate a service, we will notify you as soon as reasonably possible. Any refund will be determined in accordance with the circumstances, including the reason for termination, any charges already incurred for attendance or partial service delivery, and your statutory rights as set out in these Terms. We do not guarantee a full refund in all circumstances where service is declined or terminated, particularly where the reason for termination arises from your actions or a breach of these Terms. 

  1. Corporate and B2B Clients

These Terms and Conditions apply to individual consumer patients only. If you are an organisation, employer, clinic, GP practice, or other business entity seeking to use our services on behalf of multiple patients or as part of a commercial arrangement, these Terms do not apply to your engagement with us. 

Corporate and B2B clients are served under a separate Service Level Agreement (SLA), which sets out bespoke terms including invoicing arrangements, volume pricing, quality metrics, data processing obligations, and complaint handling timelines. Please contact us to request an SLA or to discuss a corporate partnership. 

  1. Changes to These Terms

We may update these Terms and Conditions from time to time to reflect changes in the law, CQC requirements, or our services. The version in force at the time you place a booking or order is the version that applies to that booking or order. 

If we make a material change to these Terms that affects an existing booking, we will give you reasonable advance notice by email or in writing. If you are not satisfied with the change, you may cancel your booking and receive a full refund for services not yet delivered.

The current version of these Terms is always available on our website and can be provided to you on request.  

  1. Liability

19.1 Our Responsibility to You 

We are responsible for loss or damage you suffer that is a direct and foreseeable result of our breach of these Terms or our negligence. We are not responsible for any loss or damage that was not foreseeable at the time of booking. This does not affect your statutory rights. 

19.2 Limitations 

Subject to Section 19.3, we are not liable for: 

  • Loss, delay, or damage to samples occurring after they have been handed to a postal or courier service, except where caused by our own labelling or packaging error 
  • The laboratory’s failure or delay in processing, analysing, or reporting a sample 
  • Losses resulting from your failure to follow pre-appointment instructions (e.g. fasting requirements, hydration guidance) 
  • Losses resulting from inaccurate or incomplete information provided by you at the time of booking 
  • Indirect or consequential losses, including loss of earnings or business opportunity 

19.3 No Exclusion for Statutory Rights 

Nothing in these Terms limits or excludes our liability for: 

  • Death or personal injury caused by our negligence 
  • Fraud or fraudulent misrepresentation 
  • Any breach of the terms implied by the Consumer Rights Act 2015 (including satisfactory quality, fitness for purpose, and conformity with description) 
  • Any liability that cannot lawfully be excluded or restricted under applicable UK law, including the Consumer Protection Act 1987 

 

  1. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising out of or in connection with these Terms will be subject to the jurisdiction of the courts of England and Wales. 

If you are resident in Scotland, you may also bring proceedings in the Scottish courts. If you are resident in Northern Ireland, you may also bring proceedings in the courts of Northern Ireland. 

 

Short Checkout Confirmation 

Important — please read before confirming your booking: 

By confirming this booking, you acknowledge that: 

  • The patient is 13 years of age or older 
  • For patients aged 13–15: a parent or legal guardian will be present at the appointment, or the young person has been assessed or is expected to be assessed as Gillick competent; you understand that our healthcare practitioner will assess and document this at the time of the appointment 
  • The patient has been informed about the appointment and the nature of the service 
  • Coleebri Health provides sample collection only — we do not provide laboratory analysis, results interpretation, diagnosis, or medical advice 
  • Where you have ordered a test directly, you are recommended to consult your GP or a qualified healthcare professional to review your results 
  • You have read and agree to the full Terms and Conditions above 
  • Your statutory right to cancel within 14 days applies, subject to the conditions set out in Section 7 

 

Coleebri Health is the trading name of Coleebri Limited. Registered in England and Wales. CQC Registration No: 1-24249388869

Registered Manager: Guillaume Gual.