Our Terms & Conditions

Please note that to receive treatments/services from medplus or our 3rd party test provider, you must agree to all of these conditions. We request you not to proceed to receive our services if you don’t agree with our terms & conditions.


“We”, “us”, refers to the medplus & our 3rd Party partners (Test Providers).

“You”, “client”, “customer” refers to a customer of Medplus.


By becoming or being a customer at the Medplus, your agreement with these terms and conditions is implied. In addition to this you must comply with terms & condition of 3rd party test provider at their location. We work with 3rd party test provider and your booking are passed to our 3rd party test provider at their test centres.

Medplus will not be held responsible for any claim if any incident happened at 3rd party test provider location. All customer must take their individual claim with respective test provider at particular location. We are working with 3rd party test provider at their location. So terms and conditions may be updated at their discretion without prior notice. It is your responsibility to read and understand these terms and conditions, a written copy of which is available on request from 3rd party test provider.


You may book appointments with us in person, by telephone, online booking or by email. We don’t advise about test validity or destination country travel requirement. We will not be held responsible if booking don’t meet your requirement. Customer must check carefully their booking meeting their criteria. Please coordinate with your airline or destination country entry requirement or use this link for current update from UK Government ref to your travel guide.   https://www.gov.uk/foreign-travel-advice

Booking Charges will be higher if you book over the phone or visiting clinic in person. Our online booking charges are less and are exclusive to on-line booking customers.

1.1-Temporary booking:

We can confirm your booking only after payment received. If the payment not received same day then your booking will get cancelled automatically by midnight. Due to limited availability of appointment slots and we cannot hold your booking without payment.

1.2-Confirmed Booking:

We confirm the booking after payment received only. If you provide us with a mobile number, we may send you a SMS text message or WhatsApp to confirm the time and date of your booking.

We sometimes need to contact you to change the time and/or date of your booking. Whenever possible, we will give you as much notice as we can when doing this. In the instance of unforeseen staff illness or any other reasons, we may be forced to reschedule your appointment at short notice.

1.3- Arrival on Appointment Day:

We recommend that you arrive before your appointment time, allowing sufficient travel time during the traffic rush hours. If you arrive more than 15 minutes late for your appointment, we may reschedule your treatment for another time. You may be turned away or have to wait until the next available slot. If you miss your appointment then money will not be refunded.

1.4- Covid-19 Compliance Requirement:

Please note, upon arrival at the clinic, call our customer support that you have arrived and wait outside to get instruction prior to entry to the clinic. You will be provided instruction. We may ask you stay in your car. You must wear face mask, gloves & Sanitise your hand before entry to the clinic. We advise you not to bring along family member or friends or pets. Please bring photographic ID for verification as we cannot test you without verification of your ID.

1.5- Cancellation Policy:

All confirmed bookings are non-cancellable & non-refundable.

No refund will be made if any customer miss their appointment or late more than 15 minutes or any rules change by destination country requirement or UK government requirement.

We pay very high admin charges to manage continuity of our service, social media marketing & google advertisement fee to get bookings. In special circumstances, if our clinic is closed and we are not able to offer you alternate location. Our management can review every situation and can approve refund in special circumstances. Admin Fee £30 will apply per booking if any refund approved by management.  

Please send us your refund request & evidences for approval if you believe that you qualify for refund at this e-mail address: refund@medplusclinic.uk

Home Kits Orders: Home test Kit’s orders will not accepted for cancellation or for refund due to safety reasons. If you ordered home Test kits over the phone or online. Once booking code issued. No refund or return will be accepted.

1.6- Refund Policy:

All approved refund request will be processed within 3-4 working days and same day refund will not be possible. Money will refunded into same account of customer as we have received it from client.

1.7- Rescheduling:

No charges for change of date or reschedule. Rescheduled time within 15 days. One-time Reschedule is allowed free of charge. Furthermore £15 per reschedule will apply. All reschedule are permitted prior to 48hrs of actual appointment.

1.8- Customer Support:

We allow one phone call for 5 minutes consultation per booking to get Travel Test booking information. If any customer calls more than one time then each call will be charges for £1 per minute. This amount will be added in total Test Price. We attend phone calls only in office time from 9:00 AM – 5:30 PM Monday to Friday.

Our customer support is available on WhatsApp from 9:00 AM – 10:00 PM. No calls will be accepted after 5:30 PM.

Result Follow Up:

Please wait for results Certificate from Lab and will be sent by e-mail or WhatsApp. Please avoid calling us over the phone after the test done. We only provide WhatsApp customer support after test done. We don’t take calls from customers after test done. Our telephone service is only to take new bookings. We don’t call to Laboratory to follow up your results. We have zero tolerance policy. We will hold your test result if any customer use abusive language or bullying behaviour or been aggressive with our staff.

Our Corresponding with customers:

We make communication with all our customers by WhatsApp. If any customer need to make communication by e-mail then we accept limited communication by e-mail. Our WhatsApp numbers are active on same phone if any customer need to call our agent.

1.9- Typing Error or Misprint:

We do complete our paperwork and certificates with due diligence. If you find any error or misprint in our report or certificates, please inform us in writing within two hours of receiving the documents. Laboratory reports are done by third party and they need time reasonable time to correct in office hours only.

If any customer required correction in their certificate and its customer mistake not entering data correctly at the time of booking then £20 charges will apply per correction.

If data entered incorrectly by laboratory, customer must read certificate for correction within two hours. If notified by customer within two hours then no charges will apply otherwise £20 charges will apply.

1.10- Addition Charges for Weekend & Bank Holidays Service.:

We are trying our best to offer continuity of our services during weekend & bank holidays. Additional charges per booking will apply if you booked on weekend (Saturday or Sunday) or Holidays.


We may ask you for full payment, or a deposit in advance, in order to secure your booking. This payment is non-refundable.

In the majority of cases, payment is completed on the day of treatment. If you do not pay in full on the day of your treatment, we will not accept to proceed further treatment or test until full payment have been paid in full.

We accept payment by cash, or debit & credit cards. Receipts for debit & credit cards are provided by WhatsApp or email link (no printed receipt will be offered).

2.1-Payment by Bank Transfer:

We accept payment by bank transfer. Once you make bank transfer. Please use our booking code as Payment Ref when you transfer money.

2.2-Payment by Telephone:

We can accept payment over the telephone using a debit or credit card. To do this we need your full card details and the address where the card is registered. All security data will be handled in the strictest confidence and will not be retained in the clinic after payment is authorised. If required, we can send a clinic receipt by WhatsApp.

3 - Tax Invoices:

We don’t issue tax invoices for every transaction, we issue only payment receipt. If you required tax invoice then please make special request to support team and our accounts will send you in 3-4 working days. Our invoicing done on monthly basis.

4- Grantee / Liability / Compensation:

We do not offer any grantee or any compensation or replacement of test if results are being delayed by Laboratory & you miss your flight.

We will not be liable for any economic loss or for any other special, indirect or consequential loss or damage arising out of, or in connection with, its provision of any services or delay in test results to the customer.

5- Zero Tolerance Policy:

Our clinic takes it very seriously if a member of staff or one of the doctors or nursing team or any member of staff is treated in an abusive or violent way.

Our clinic supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and customers has to be in place. All our staff aim to be polite, helpful, and sensitive to all customers’ individual needs and circumstances.

However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Clinic list and, in extreme cases, the Police being contacted.

In order for the Clinic to maintain good relations with their customers the Clinic would like to ask all its customers to read and take note of the occasional types of behaviour that would be found unacceptable:

  • Using bad language or swearing at Clinic staff
  • Any physical violence towards any member of the Team or other customers, such as pushing or shoving
  • Verbal abuse towards the staff in any form including verbally insulting the staff
  • Racial abuse and sexual harassment will not be tolerated within this Clinic
  • Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
  • Causing damage/stealing from the Clinic’s premises, staff or customers
  • Obtaining drugs and/or medical services fraudulently
  • We ask you to treat your GPs and their staff courteously at all times.
  • Removal from the Clinic list

6- Comments, Concerns, Compliments and Complaints

People are mostly satisfied with the service they receive and are often reluctant to complain if something gives them cause for concern or dissatisfaction. However, we welcomes constructive criticism of its services, as the information received is invaluable to improve the quality of the services provided.

Who can complain?

Anyone can raise a concern or make a complaint. You can complain about the service or the treatment you have received from us or a complaint can be raised by another person acting on your behalf. If you are unable to complain yourself, then someone else can complain for you, but only with your agreement.

Raising Concerns or making a complaint?

Many concerns can be resolved by our duty staff at the clinic where you are receiving treatment. This is in everyone’s interest, including our staff to resolve concerns as quickly as possible.

You can email us at complaint@medplusclinic.uk

What happens when we receive your complaint?

In the first instance, your complaint will be reviewed by our Office Managers / Operational Managers and graded according to the complexity and severity of the issues raised. The complaint will then be reviewed by the complaints committee and the Complaints Manager will coordinate the investigation and make initial checks to see whether there are any confidentiality issues to consider and whether the complaint involves more than one organization. If it does, then we will seek your consent to pass your letter to other organizations involved in order to provide you with a complete response to the issues raised.

Details of your complaint will then be recorded on our Complaints database for future reference.

7- Third Party Test Provider Term & Conditions:

Medplus offer various tests using third party test provider at their locations throughout in United Kingdom. Your booking will be transferred to our 3rd party test provider. They will carry out test and will send your test result.

Our 3rd party Test provider terms & conditions will apply in addition to Medplus Terms & Conditions. You can request 3rd party test provider terms & conditions from them or read at their website.  

All customers must raise their complaint direct with our 3rd Party Test Provider at their location. 

Medplus will not be held responsible for any public liability or professional indemnity at 3rd party test provider location. All customer must take up their concerns with 3rd party test provider location manager.

8- Confidentiality

If you are making a complaint on behalf of someone else, we may write to you requesting the authorization of the person involved to disclose confidential information about them to you. If the patient is unable to provide such consent, because they have died, have a long-term illness or disability, then, if you are not registered as their next of kin, we will ask for appropriate authorization for you to act and receive information on the patient’s behalf; i.e. written consent from the Next of Kin, Executor of a will. This is because we are required to do so by law to protect patient confidentiality.

When will I receive a response to my complaint?

We will acknowledge your complaint by contacting you within 3 working days of the complaint being received.

We will endeavour to provide you with a full response, wherever possible, within 20 working days.

If at any stage during the investigation it is thought that it will take longer than 20 working days to resolve your complaint, we will provide you with a date by which we anticipate we will be able to respond and keep you informed of the progress at regular intervals.

9- Conduct:

We will refuse treatment to customers who behave in an ill-mannered, aggressive or hostile way towards any member of staff.

Customers who bring children with them are responsible for keeping the children quiet and under control during their visit and if any child causes disruption we may cancel your appointment and ask you to leave.

10- Data Handling / GDPR Compliance:

Any information you give us during your consultation or treatment is protected under the Data Protection Act. Your records may be kept on paper or electronically.

We may use your contact details to send you (via post or electronically) information about new treatments, newsletters or special offers unless you write to us to decline this service.

We complies with GDPR regulations. Data is electronically stored to allow any communication necessary for the performance of a contract between our company and the individual to provide testing services. Data is stored securely and not on removable drives. Data maybe held for a period of 7 years as part of our traceable quality system. This is in the event we may need to contact you regarding your result in the future. We minimises the number of staff with access to personal data. You agree that personal data could be shared with the following third parties as part of the COVID response or during the course of a laboratory inspection/investigation – Public Health England, National Health Service, The Department of Health and Social Care, United Kingdom Accreditation Service. If you have purchased a test through one of our clinical partners, you also agree that we can provide report your test result to them. Sample Specimens are discarded and incinerated after issuing of approved results.

You agree that personal data could be shared with third parties as part of the COVID response or during the course of a laboratory inspection/investigation – Public Health England, NHS and DHSC. We may use your detail to provide you result update & other product.  You agreed to proceed with test and with our business terms & condition.

11-The Law

The above terms and condition are subject to have jurisdiction in courts of the United Kingdom.

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