Terms and Conditions

About MSI Clinics

1.1 These terms apply to the COVID-19 testing services ordered and booked via our website. When you place an order on our website you will be asked to agree to these terms in their entirety. Please read the terms carefully before you place an order or book an appointment.

1.2 Please read our terms in conjunction with our privacy policy.

1.3 MSI Clinics Limited (“MSI Clinics”) is a company registered in England and Wales. Our company number is 13227990 and our registered office is 3rd Floor East, Cottons Centre, Hays Lane, London, SE1 2QE. MSI Clinics specialise in carrying out COVID-19 tests at various locations across the UK and our partner laboratories process your tests.

1.4 Our terms explain who we are and how we provide our services to you. If you have any queries about these terms, our services, a booking or order you have made please contact us at info@msiclinics.com.

2. Placing an order and booking an appointment on our website

2.1 You are required to provide some personal information to enable you to book and appointment or place an order.

2.2 The booking pages on our website guide you through the steps you need to take to place an order or to book your COVID-19 test.

  • Your test may be booked at any of our locations.
  • You may book multiple appointments and multiple tests if required.
  • Before you are required to pay you will have the opportunity to review your booking and make any amendments.
  • Once you have booked your appointment and paid you will receive an email confirming your booking and advising you of the next steps.
  • The contract between you and MSI Clinics is only formed once we have received payment and confirmed this to you by email.
  • You may only book an appointment for a child where you are the parent or guardian of the child. You will be required to provide consent for the child’s specimen (blood or throat/nasal swab) to be taken and tested.
  • You will be required to complete a pre-appointment consultation on the COVID Testing Service eTool which is owned and operated by our partner eScripts Marketing Limited (company number 06925143). When registering you will be required to agree to their terms and conditions.

3. Price and payment

3.1 All prices are shown on our website and include VAT.

3.2 Payments for walk in bookings will be taken at the testing centre and must be made by credit or debit card, cash will not be accepted.

3.3 All payments must be made by credit or debit card. A third-party service is used to process your payment securely. No payment information is collected by MSI Clinics as you are redirected to a third party’s payment gateway and then redirected back to our website.

4. Your responsibilities

4.1 You should only provide information to us where you are entitled to do so. Where you provide information to us for the purpose of our provision of the Services to you (or a child for whom you are a parent or guardian), you confirm that you are entitled to provide us with that information for that purpose. If you provide us with information against the law (such as data protection law, confidentiality obligations or intellectual property law), and a third party brings a legal claim against us as a result of your unlawful actions, you will be fully responsible for the costs and losses that we incur.

4.2 Make sure your information is correct. We will use the information you provide to us to supply the service to you. We will not be responsible for supplying the service late, not supplying any part of it, inaccuracy, or inconclusiveness in results of the service if this is caused by you not giving us the information we need. You confirm that all information and details provided by you to us on our website and to our partners are true, accurate and up to date. You can update or correct your details at any time by sending an email to info@msiclinics.com.

4.3 You should follow our instructions when receiving our service. You should follow any instructions that you are given by our health professionals.

4.4 The service we provide only includes COVID-19 testing and, in the case of a positive test result, you are advised to follow government guidelines. If you require any healthcare treatment, you should visit your GP or seek urgent medical attention, by either dialling 111 or 999.

4.5 You may order and book our services for yourself and a child that you a parent or guardian for. If you book our services for anyone over the age of 18 it will be their responsibility to register and complete their pre-appointment consultation described in 2.2.

5. Delivery of the services

5.1 Whilst we will aim to deliver the results of your test in the timescale agreed when purchasing the service, this cannot be guaranteed should there be an interruption in transferring your specimens to our laboratory. You will be notified by email and text when you results are available. You will be required to obtain your results from your account.

5.2 We may have to suspend the supply of services to you to deal with technical problems or make minor technical changes or updates to the service to reflect any statutory or regulatory changes. We will inform you in advance when we will be suspending the service unless the issue is an emergency or urgent. If this affects you, we will review the price or issue a refund, so you do not pay for the service if it is suspended. You may be able to rearrange the service or end the contract.

6. Provision of services

6.1 Our testing services are provided by qualified, registered health professionals. If you have any doubts regarding our services, please contact us as soon as possible by emailing info@msiclinics.com.

6.2 Our COVID-19 test has been awarded the CE mark and therefore comply with EU safety legislation.

6.3 Abuse or offensive behaviour will not be tolerated towards any member of the MSI Clinics team.

7. Cancellation

7.1 We may issue a refund if:

  • Your flight was cancelled by your airline, you will be required to show proof of this to be considered for a refund.
  • You are unable to attend your appointment due to medical reasons, we will require a certified letter from your GP confirming this to be considered for a refund.

7.2 If you cancel for any other reason within 48 hours of your appointment the services are non-refundable.

7.3 You may cancel your appointment up to 48 hours before your appointment and not incur a cancellation fee.

7.4 If we are unable to provide the service, you have booked and paid for, or fulfil your order, for any reason, we will arrange a refund as soon as possible.

7.5 We may end our contract with you at any time where you:

  • Have not provided all or accurate information which is required to perform the service.
  • Do not provide or withdraw your consent.
  • Have not paid for the services in accordance with these terms.

8. Duration of this contract

8.1 Where the contract is not terminated (under clause 7 or for any other reason in accordance with the law), it will expire once we have provided the Services to you.

9. Your legal rights

9.1 Where we do not carry out the Services with reasonable care or skill, you can ask us to repeat the service.

9.2 For detailed information regarding your legal rights, visit the Citizens Advice website (www.adviceguide.org.uk) or call 03454 04 05 06. Nothing in these terms will affect these legal rights.

10. How we use your personal information

10.1 Our Privacy Notice sets out how we will use your personal information.

10.2 Please read our partner privacy notices, available on their websites, to understand how they will use your personal information.

11. How to make a complaint

11.1 If you wish to make a complaint about an order or anything else, you can contact us at info@msiclinics.com.

11.2 We will handle your complaint in an appropriate way and as required by the professional rules that apply to our Services.

11.3 We will discuss your complaint with you and let you know the outcome of our investigation. Where there is a disagreement between you and us about these terms, or you raise a complaint about our Services, we will attempt to resolve this by discussing it with you. We will tell you the outcome of our investigation into your complaint and give you the chance to discuss it with us. If we have done something wrong, we will apologise to you.

11.4 If the complaint has not been resolved either of us can refer the dispute for mediation to: https://www.cedr.com/consumer-disputes/healthcare/mediation/introduction. You may also submit a disagreement with us for online resolution to the European Online Dispute Resolution platform at https://webgate.ec.europa.eu/odr.

12. Our responsibility for loss or damage suffered by you

12.1 Whilst the testing that we undertake is highly accurate, and we take the utmost care in providing our services, as with any testing, there is an unavoidable possibility of error and percentage of uncertainty in the provision of test results. Tests may sometimes provide inconclusive results for a variety of reasons, including the nature of the statistical analysis on which they are based. If you obtain a re-test from us or any third party, you may obtain a different result. This does not by itself indicate any test undertaken was faulty or inaccurate.

12.2 You are responsible for what you do. It is your decision on how to act based on our results of services. If you have any doubts or queries regarding the implications, accuracy or reliability of our test results, you should obtain advice from a suitably qualified professional and consider obtaining further tests to confirm. We will not be responsible for any loss or damage that you or any other person suffers as a result of anything you or any third party does, no matter how foreseeable or even if you have told us during the ordering or booking process.

12.3 Subject to clause 12.4, if we fail to comply with these terms or to use reasonable skill and care, we will be liable to you only up to the value of the price you have paid us for our services. We shall not be liable to you for any direct loss or damage you may suffer over and above such amount, including any losses related to any business of yours such as lost data, ticket and travel-related costs, lost profits, lost revenues or business interruption (in each case whether directly or indirectly arising); and we hereby exclude any and all product liability (if applicable) as well as liability for any indirect or consequential losses of any kind.

12.4 There are certain liabilities which cannot be excluded by law and nothing in these terms limits our liability where it is unlawful to do so. This includes liability for death or personal injury caused by our negligence, our fraud, or for breach of your statutory rights.

12.5 Our Services should not be used in an emergency. In the case of an emergency, you should contact the emergency services and/or your GP in the usual way.

13. Other important terms

13.1 Our partner laboratories assist us by carrying out the PCR amplification laboratory work needed to provide you with a test result. All our partner laboratories are UKAS accredited and have received government approval to provide fit to travel and test to release laboratory services.

13.2 This contract is between you and us. No other person shall have any rights to enforce any of its terms. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

13.3 If a court finds part of these terms illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

13.4 Even if we delay enforcing these terms, they can still be enforced later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking the contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you later.

13.5 These terms are governed by English law and you can bring legal proceedings in respect of the Services in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the Services in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the Services in either the Northern Irish or the English courts.