End User Terms & Conditions

1. These terms

   1. What these terms cover. These are the terms and conditions on which we supply products to you.
   2. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

2. Information about us and how to contact us

   1. Who we are. We are Surescreen Scientifics Limited t/a NeoVos and SureScreen Health, a company registered in England and Wales. Our company registration number is 08950940 and our registered office is at 1 Prime Park Way, Prime Enterprise Park, Derby, United Kingdom, DE1 3QB.
   2. How to contact us. You can contact us by telephoning our customer service team at 01332 830990 or by writing to us at [email protected].
   3. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
   4. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3. Our contract with you

   1. How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
   2. If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
   3. Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

4. Our products

   1. Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
   2. Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
   3. Testing kits. If the product you purchase from us is a testing kit, you must complete the questionnaire that we issue with the testing kit, before returning your sample to us. Without the completed questionnaire, we are unable to undertake an examination of the sample and provide a report on our findings. Following receipt of your sample and completed questionnaire, we will examine the sample for key markers before producing a report on our findings.
   4. You must be 18 years old. When purchasing a testing kit, you must be at least 18 years of age. If you are not have reached this age but wish to purchase a testing kit, then you will need to obtain the consent of your parent/guardian and ask them to make the purchase on your behalf.

5. Your rights to make changes

   If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

6. Our rights to make changes

   1. Minor changes to the products. We may change the product:
      1. to reflect changes in relevant laws and regulatory requirements; and
      2. to implement minor technical adjustments and improvements.

7. Providing the products

   1. Delivery costs. The costs of delivery will be as displayed to you on our website.
   2. When we will provide the products. During the order process we will let you know when we will provide the products to you. Where you purchase a testing kit from us, we will begin the provision of our services and analyse any sample you send to us, upon receiving and logging that sample in our portal (portal.surescreenhealth). This is subject to the fact that you have fully completed and returned the questionnaire that we issued with the testing kit. Upon completing our examination, we will compile a report of our findings and email the report to you (and your medical practitioner, if you have requested that we send it to them).
   3. We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
   4. If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
   5. If you do not re-arrange delivery. If after a failed delivery to you, you do not re-arrange delivery or collect the products from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.
   6. When you become responsible for the goods. A product which is goods will be your responsibility from the time we deliver the product to the address you gave us.
   7. When you own goods. You own a product which is goods once we have received payment in full.
   8. What will happen if you do not give required information to us. We may need certain information from you so that we can supply our services to you, for example, information about your medical history. If so, this will have been stated in the description of the products on our website and/or in the information pack we issue when sending out the testing kit. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may not be able to conduct an examination of your sample and/or provide a report on our findings. We will not be responsible for failing to provide the report or, providing an incomplete report, where that failure is caused by you not giving us the information we need within a reasonable time of us asking for it.
   9. Sharing information with medical practitioners/parents. As part of our questionnaire, we will ask you whether you want us to issue a copy of our report to your medical practitioner and/or parent/guardians. If you answer yes to that question, you must provide us with your medical practitioner’s / parent/guardian’s email address(es). We will then send the report to the email address you provide. Please note we accept no liability for emailing reports to an incorrect email address, where you fail to provide us with the correct contact information.
   10. Reliance on information. When testing your sample, we are reliant on you for ensuring you take the sample as guided by us and return this to us, in the packaging that we have asked you to use and, within the timescales specified by us. The outcome of our testing will very much depend on the sample you provide to us and whether you follow our guidance for taking, packaging and returning the sample. Irrespective of this, we accept no liability for any reliance you place on our report and strongly recommend that you discuss our findings with a qualified medical practitioner. Where we make any suggestions to you (such as a change in diet / fitness regime) you must discuss those suggestions with a medical practitioner before implementing them, to ensure they are suitable.

8. Your rights to end the contract

   1. You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
      1. If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 11;
      2. If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
      3. If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods.
   2. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
      1. we have told you about an upcoming change to the product or these terms which you do not agree to;
      2. we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
      3. there is a risk that supply of the products may be significantly delayed because of events outside our control; or
      4. you have a legal right to end the contract because of something we have done wrong.
   3. Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
   4. When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:
      1. services, once these have been completed, even if the cancellation period is still running;
      2. products sealed for health protection or hygiene purposes (such as the testing kits), once these have been unsealed after you receive them; and
      3. any products which become mixed inseparably with other items after their delivery.
   5. How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the goods, unless Your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

9. How to end the contract with us

   1. Tell us you want to end the contract. To end the contract with us, please let us know by calling customer services on 01332 830990 or emailing us at [email protected]. Please provide your name, home address, details of the order and, where available, your phone number and email address.
   2. Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must post the goods back to us at Morley Retreat, Church Lane, Morley, Derbyshire, DE7 6DE. Please call customer services on 01332 830990 or email us at [email protected] or a return label. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
   3. When we will pay the costs of return. We will pay the costs of return:
      1. if the products are faulty or misdescribed;
      2. if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or
      3. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
   4. How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
   5. Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
      1. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
      2. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
      3. Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
   6. When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
      1. If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
      2. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind

10. Our rights to end the contract

    1. We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
       1. you do not make any payment to us when it is due;
       2. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or
       3. you do not, within a reasonable time, allow us to deliver the products to you.
    2. You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

11. If there is a problem with the product

    1. How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 01332 830990 or write to us at [email protected].
    2. Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. Your local citizens advice bureau should be able to advise on what those legal rights are. Nothing in these terms will affect your legal rights.
    3. Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must post them back to us. We will pay the costs of postage. Please call customer services on 01332 830990 or email us at [email protected] for a return label or to arrange collection.

12. Price and payment

    1. Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.
    2. We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
    3. What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
    4. When you must pay and how you must pay. We accept payment with a variety of credit and debit cards. You must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.
    5. What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

13. Our responsibility for loss or damage suffered by you

    1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
    2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products.

14. How we may use your personal information

    1. How we may use your personal information. We will only use your personal information as set out in our https://neovos.com/privacy-policy/.

15. Other important terms

    1. We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.
    2. You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
    3. Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.
    4. If a court finds part of this contract 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.
    5. Even if we delay in enforcing this contract, we can still enforce it 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 this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
    6. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.