Last updated: 24 September 2026
1. Who we are
1.1 These terms govern your purchase of laboratory testing services from N1 Health Group Ltd (“N1 Health”, “we”, “us”, “our”), a company registered in England and Wales, company number 17398954, registered office 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.
1.2 You can contact us at contact@n1health.co.uk. We aim to reply within 2 working days.
1.3 “You” means the person purchasing, who must also be the person the sample is taken from.
2. What we do — and what we do not do
Please read this section carefully. It defines the limits of our service.
2.1 We arrange laboratory testing. We take your order, arrange for a sample collection kit to be sent to you, submit your sample to an accredited laboratory, and send you the laboratory’s report.
2.2 We do not provide medical care. Specifically, and without limitation, we do not:
- interpret, review, comment on, or explain your results;
- provide any diagnosis, medical advice, treatment recommendation, or prescription;
- assess whether a test is clinically appropriate for you;
- provide a doctor’s report or clinical summary of any kind;
- monitor, follow up, or take responsibility for any clinical action arising from your results.
2.3 You receive the laboratory’s report exactly as issued, together with the laboratory’s own reference ranges. Nothing is added, removed, highlighted, or annotated by us.
2.4 We are not a substitute for your GP or any other healthcare professional. You remain responsible for your own healthcare decisions and for seeking appropriate medical advice. If you have symptoms, a health concern, or a question about what your results mean, you must speak to a suitably qualified healthcare professional.
2.5 You are choosing to test yourself. By ordering, you confirm that you have decided which tests you want, that this is your own decision, and that you are not relying on us to advise you on that choice.
2.6 Laboratory reference ranges are population ranges. They describe what is typical in a general population and do not tell you whether a result is normal, healthy, or concerning for you. Only a healthcare professional who knows your history can do that.
2.7 We are not registered with the Care Quality Commission, because we do not carry on any regulated activity. Taking a sample, and examining a sample, are both regulated activities under the Health and Social Care Act 2008, and we do neither. The Care Quality Commission's own guidance on the scope of registration states that the regulated activity does not include sending samples of body fluids to a laboratory to be analysed where a provider does not take the samples. That is the position we are in. Sample collection and laboratory analysis are carried out by third parties who hold their own registrations and accreditations.
3. Eligibility
3.1 You must be 18 or over. We do not knowingly provide services to anyone under 18. We may ask you to confirm your date of birth and may cancel and refund any order where we believe this condition is not met.
3.2 You must be resident in the United Kingdom and have a UK delivery address.
3.3 You must be ordering for yourself. We do not accept orders placed on behalf of another person.
3.4 You must have the capacity to understand these terms and to consent to testing.
3.5 If you are pregnant, breastfeeding, or receiving treatment for a serious medical condition, we recommend you speak to your own clinician before ordering.
4. Your order
4.1 Placing an order is an offer to buy. Our acceptance — and the point a contract is formed — is when we send you an order confirmation email.
4.2 We may decline any order. If we do, we will refund you in full and tell you why where we are able to. Section 15 sets out the circumstances in which we may decline to continue serving you.
4.3 Add-on tests may only be purchased alongside a profile or a panel, and always run on a venous sample. They cannot be bought on their own, because the fixed costs of kit and laboratory processing are already built into those prices, and they cannot be added to a finger-prick order because a capillary sample will not support them.
4.4 Once your order is confirmed and your kit has been dispatched, the tests on your order cannot be changed. Additional tests require a new order and a new sample.
5. Price and payment
5.1 Prices are shown on the website in pounds sterling and include all taxes where applicable.
5.2 Payment is taken in full at the time of order via our payment provider. We do not store your card details.
5.3 Prices exclude the cost of having your blood drawn. A finger-prick order has no blood draw cost. For a venous order you must choose one of four collection options in your basket before checkout, three of which carry a fee. See section 7.
5.4 If we discover a pricing error before dispatch, we will contact you and give you the option to proceed at the correct price or cancel for a full refund.
6. Your kit, and how long your order stays open
6.1 Where a kit is posted to you, we aim to have it dispatched within 2 working days of order confirmation. Delivery is by Royal Mail Tracked 48 and is typically 2–3 working days from dispatch. No kit is posted to you if you chose the laboratory’s London walk-in centre or a nurse home visit.
6.2 Delivery timescales are estimates, not guarantees.
6.3 On arrival, check your kit immediately for damage, missing components, and tube expiry dates. Tell us within 7 days if anything is wrong and we will replace it free of charge.
6.4 Your order stays open for 120 days from the date you place it. Within that period you need to have used your kit, attended the London walk-in centre, or had your nurse home visit, whichever applies to the route you chose. The same period applies to every route so that there is a single date to remember.
6.5 After 120 days the order closes. We can reopen it for a £20 reactivation fee, and where a kit is involved we will send you a fresh one. Where a kit has been posted to you, note also that blood collection tubes carry expiry dates: a sample taken into an expired tube may be rejected by the laboratory, and we cannot refund tests in that situation.
6.6 The kit and its contents remain suitable only for the tests on your order.
7. Having your blood taken
7.1 Most of our tests require a venous blood sample taken by a trained professional, some can also be collected by finger prick at home, and one is sold by finger prick only. Where a finger-prick option is available it is shown on the product page and you choose it before adding the product to your basket. Finger-prick samples fail more often than venous ones, and on one profile the finger-prick route reports one fewer marker than the venous route. We publish the detail, including failure rates and which tests are available which way, on our Capillary Testing page, and you should read it before you buy.
7.2 Arranging your blood draw is your responsibility, unless you have purchased a collection option from us. For a venous order the options are a clinic appointment, the laboratory’s London walk-in centre, a nurse home visit, or a draw you arrange yourself at no cost through us. You choose one in your basket before checkout. A finger-prick order needs no appointment at all.
7.3 We may suggest phlebotomy providers as a convenience. Where you use a provider you have arranged yourself, your contract for that service is with them, not with us, and we are not responsible for their acts, omissions, availability, pricing, or the quality of the sample they take.
7.4 Where you purchase a collection option through us, we arrange it on your behalf with a third-party provider. That provider is responsible for the clinical act of taking your sample.
7.5 Sample collection involves the ordinary risks of venepuncture, including bruising, discomfort, bleeding and, rarely, fainting or infection. These are matters for the person taking your sample.
7.6 Follow the preparation instructions on the product page and in your kit. These may include fasting and the timing of collection. Results affected by inadequate preparation are not our responsibility and are not refundable.
7.7 Cancelling, changing or missing a blood draw appointment. Where you have purchased a collection option from us, cancellation, rescheduling and non-attendance are governed by our Refunds & Cancellations Policy. In summary: a clinic appointment can be changed or cancelled free of charge with at least 24 hours’ written notice, and a nurse home visit needs at least 72 hours’. The London walk-in centre and a draw you arrange yourself have no appointment to cancel. Inside those windows, or where you do not attend, the appointment fee is not refundable and a further appointment must be purchased. Your test, your kit and your laboratory analysis are unaffected.
8. Returning your sample
8.1 Post your sample the same day it is taken, using the return packaging provided, and ideally early enough for that day’s final collection. Blood degrades in transit. Samples that arrive too late, too warm, or too old may be rejected or produce unreliable results.
8.2 Collect your sample on a Monday, Tuesday, Wednesday or Thursday and post it the same day. This applies to every order, finger-prick orders included. Do not post samples on a Friday, Saturday, Sunday, or the day before a bank holiday.
8.3 You are responsible for correctly completing all paperwork and for correctly labelling your sample. The laboratory will reject unlabelled or mislabelled samples.
8.4 We are not responsible for samples lost, delayed, or damaged in the postal system.
9. Failed samples, and failed markers
9.1 A sample may fail for reasons including insufficient volume, clotting, haemolysis, incorrect tube, expired tube, postal delay, or mislabelling.
9.2 Where a sample fails through laboratory error, or through an error of ours, we will arrange a replacement kit and retest at no cost to you, without limit, and where you had purchased a blood draw appointment we will cover a further appointment as well.
9.3 Where a sample fails for any other reason, we will send you, once per order, one replacement kit free of charge so you can repeat the draw. Any further replacement on the same order is chargeable at £20. The original test fee is not refundable, because the laboratory and fulfilment costs have already been incurred. A free replacement kit does not include a free blood draw appointment: if you had purchased one, you will need to purchase another, unless the failure was attributable to the person who took your sample, in which case section 7 applies.
9.4 Individual markers occasionally fail, and that is not a failed test. Postal testing and laboratory analysis mean that one or two markers on a test can sometimes not be reported even where the sample itself is sound and everything else has run perfectly. Haemolysis in transit is the most common cause. The failure of one or more individual markers within a panel does not make your order a failed test. It does not entitle you to the free replacement kit under paragraph 9.3, and it is not refundable.
9.5 Where a marker cannot be reported, we will tell you plainly when we send your results rather than leaving you to notice the gap. Where a marker has failed, we may at our discretion arrange a retest of that marker at no cost to you. That is a goodwill measure and does not create an entitlement.
9.6 Where a whole test could not be run — an entire profile, an entire component of a panel, or an add-on marker you bought as a separate product — we will report what was tested and refund the proportion that was not. This is different from paragraph 9.4, which deals with individual markers inside a panel that has otherwise reported.
9.7 Nothing in paragraphs 9.1 to 9.6 affects your statutory rights, including your rights under the Consumer Rights Act 2015.
10. Your results
10.1 We send your results to the email address on your order, and we aim to do that within 1 working day of the laboratory reporting them to us. Every test we sell carries the same laboratory turnaround, set out on our Turnaround Times page.
10.2 Results are sent as a password-protected PDF. The covering email explains how to open it. Password protection means that a report which is misdirected, forwarded in error, or sitting in a compromised mailbox cannot simply be opened by whoever has it.
10.3 Turnaround times are targets rather than guarantees. Nothing on our current menu is referred to a third laboratory: every profile, panel and add-on marker we sell is run in-house and reported within 24 hours of your sample reaching the laboratory, counted in working days. Several tests were deliberately left off our menu because they would have to be referred out. If that ever changes for a particular test, it will be stated on that product’s page before you buy.
10.4 We keep a copy of your results. See our Privacy Policy for how long and why.
10.5 We do not provide a repeat interpretation, second opinion, or explanation service. If you email us asking what a result means, we will politely decline and suggest you speak to a healthcare professional. This is not unhelpfulness — it is the boundary that keeps this service lawful and safe.
11. Results that need urgent attention
11.1 Occasionally a laboratory identifies a result that may require prompt medical attention and notifies us.
11.2 If that happens, we will make reasonable efforts to contact you promptly using the contact details on your order, and will tell you to seek medical advice — from NHS 111, your GP, or A&E as appropriate.
11.3 We will not tell you what the result means or what is wrong. We will tell you to seek medical help, and how urgently.
11.4 This is not a monitoring service. We do not review your results and we do not guarantee that any particular result will be flagged to us or to you. You must not rely on the absence of contact from us as an indication that your results are normal.
11.5 Provide contact details you actually monitor, including a mobile number. We cannot reach you otherwise.
11.6 If you feel unwell at any time, do not wait for results. Contact NHS 111, or call 999 in an emergency.
12. Your right to cancel
12.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days from receiving your kit to cancel and receive a refund.
12.2 You lose that right in either of these situations:
- (a) your kit, or any sealed component inside it, has been unsealed. Blood collection components are sealed for health protection and hygiene reasons and cannot be returned once opened (regulation 28(3)(b)); or
- (b) you have asked us to begin the service within the cancellation period and the service has been fully performed — that is, your sample has been tested and your results issued (regulation 36).
12.3 By placing your order you expressly request that we begin the service immediately and you acknowledge that you will lose your right to cancel once your results have been issued.
12.4 To cancel while you still can, email contact@n1health.co.uk with your order number. You may use the model cancellation form in the Regulations but you do not have to.
12.5 If you cancel validly, we refund within 14 days of being notified, to your original payment method. Where a kit has been dispatched but not unsealed, you must return it and we may deduct the return cost.
12.6 Nothing in these terms affects your statutory rights. If our service is not carried out with reasonable care and skill, or a product is faulty, you have rights under the Consumer Rights Act 2015 that we cannot exclude.
13. Our liability
13.1 We do not exclude or limit our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; breach of your statutory rights under the Consumer Rights Act 2015; or anything else that cannot lawfully be excluded.
13.2 Subject to 13.1, we are not liable for:
- any clinical decision you or anyone else makes on the basis of your results;
- any delay, error, or failure by the laboratory, a phlebotomy provider, or a postal service;
- results affected by how, when, or in what condition your sample was taken or returned;
- your failure to follow preparation instructions;
- your failure to seek medical advice, or any delay in doing so;
- any condition not detected by the tests you chose;
- any loss that was not reasonably foreseeable when the contract was formed.
13.3 A blood test is a snapshot. Normal results do not mean you are healthy and do not exclude any disease. Testing is not screening, and the tests you ordered were chosen by you.
13.4 Subject to 13.1, our total liability for any claim is limited to the amount you paid for the order in question.
13.5 We are not liable for business losses. These terms apply to consumers only.
14. Your data
14.1 We are the data controller for your personal data. The laboratory acts as our processor and also as a controller for its own regulatory purposes.
14.2 Full details are in our Privacy Policy. By ordering, you confirm you have read it.
14.3 We do not ask you to consent to us handling your results, and there is no consent box to tick. Health data may only be processed where one of the conditions in Article 9 of the UK General Data Protection Regulation applies. We rely on Article 9(2)(h), which covers processing necessary for preventive medicine and for the provision of health care, read with condition 2 of Part 1 of Schedule 1 to the Data Protection Act 2018. We do not rely on the medical diagnosis limb of that Article, because we do not diagnose anything and nothing we provide amounts to a diagnosis. That condition requires the data to be handled by, or under the responsibility of, a health professional or someone owing an equivalent duty of confidentiality. Our Director is a pharmacist registered with the General Pharmaceutical Council, which is a health professional for these purposes under section 204(1)(h) of that Act. One consequence is that the right to erasure is limited for your results, and our Privacy Policy explains that openly.
15. Behaviour, and when we may refuse service
15.1 We expect ordinary courtesy, and we extend it. N1 Health is run by one person, who may be telephoning you about an urgent result, from their own number, at short notice.
15.2 Abusive, threatening or discriminatory behaviour towards us is not accepted, in any channel — telephone, email, social media, or any other. Nor is persistent unreasonable contact after we have given you a final answer.
15.3 Where that happens we may decline to continue providing a service to you and may refuse any future order. We will tell you in writing that we are doing so, and why.
15.4 If we refuse an order before your kit has been dispatched, we refund it in full. Where your sample is already with the laboratory we will complete the test and send you your results, because withholding a health result is never an appropriate response to a dispute, and we will then decline further orders.
15.5 The same applies to fraud and false information. Attempting to obtain results, reports or documents you are not entitled to, and giving false identifying information, are covered by this section. We may refuse the order, withhold a refund, and report the matter where appropriate.
15.6 Nothing in this section affects your statutory rights, or your right to complain to us or to anyone else.
16. Complaints
16.1 Tell us at contact@n1health.co.uk, or use the contact form. We aim to acknowledge complaints within 5 working days and to resolve them within 20 working days.
16.2 See our Complaints Policy for the full procedure, for what happens if we cannot reach agreement, and for how to complain about the way we have handled your personal data.
17. General
17.1 We may change these terms. The version applying to your order is the one published when you ordered.
17.2 If any clause is found unenforceable, the rest continues in force.
17.3 We may transfer our rights and obligations to another organisation; this will not affect your rights.
17.4 Nobody other than you and us has any right to enforce these terms.
17.5 These terms are governed by the law of England and Wales, and you may bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may bring proceedings there.
N1 Health Group Ltd is a company registered in England and Wales. Company number 17398954. Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.