Terms & Conditions

1. About Us

Aurae Healthcare Limited ("Aurae", "we", "us", "our") provides private mobile phlebotomy and related healthcare services within London and across the United Kingdom.

These Terms & Conditions govern your use of our website and our services. By booking an appointment or using our website, you agree to be legally bound by these Terms.

If you do not agree with these Terms, you must not use our services.

2.Eligibility

Our services are available only to individuals aged 18 years or over.

By booking an appointment, you confirm that:

• You are at least 18 years old
• The information you provide is accurate and complete
• You are authorised to request services for yourself

 3. Nature of Our Services

Aurae Healthcare provides:

• Professional mobile blood sample collection
• Specimen handling in accordance with laboratory requirements
• Secure transfer or postage of samples to designated laboratories
  

We do not:

• Provide medical diagnosis
• Interpret laboratory results
• Prescribe medication
• Offer emergency medical services

All clinical interpretation must be obtained from your GP, referring clinician, or laboratory provider.

4.Booking & Payment

4.1 Booking Confirmation

Appointments are confirmed once payment has been successfully processed and a confirmation email has been issued. 

4.2 Fees

All fees are clearly displayed at the time of booking and may vary depending on:

• Location
• Time of appointment
• Type of service requested

Aurae reserves the right to amend pricing at any time. Changes will not affect confirmed bookings.

4.3 Payment

Payment must be made in full at the time of booking unless otherwise agreed in writing.

We use secure third-party payment providers. Aurae does not store full card details.

5.Cancellations & Refunds

5.1 Client Cancellations

• Cancellations made more than 24 hours before the appointment may be eligible for refund or rescheduling.
• Cancellations within 24 hours may be subject to a cancellation fee.
• Missed appointments without notice are non-refundable.

5.2 Aurae Cancellations

We reserve the right to cancel or reschedule appointments due to:

• Clinical safety concerns
• Staff availability
• Unforeseen circumstances

In such cases, you will be offered a rescheduled appointment or full refund.

6.Clinical Safety & Client responsibilities

 You agree to:

• Provide accurate and complete medical information
• Inform us of any relevant health conditions (e.g. bleeding disorders, fainting history) 
• Provide safe and suitable access to your property

Our clinicians reserve the right to refuse or discontinue a procedure if:

• It is clinically unsafe
• The environment poses a risk
• Required documentation is not provided

7.Laboratory Testing

 Aurae Healthcare acts solely as a specimen collection provider.

• We are not responsible for laboratory processing times. 
• We are not liable for laboratory errors or delayed results. 
• Clients are responsible for ensuring test kits and request forms are correct prior to the appointment.

8.Postal & Specimen Handling

 Where samples are posted:

• We follow laboratory packaging instructions. 
• Risk transfers to the courier or postal provider once dispatched.

Aurae is not liable for delays, loss, or damage caused by third-party postal services beyond our control.

9. Limitation of Liability

 Nothing in these Terms excludes liability for:

• Death or personal injury caused by negligence 
• Fraud or fraudulent misrepresentation 
• Any liability that cannot legally be excluded

 Subject to the above:

• Aurae’s total liability shall not exceed the fee paid for the service.
• We are not liable for indirect, consequential, or financial losses.
• We are not responsible for medical outcomes related to laboratory results.

10.Data Protection

We process personal data in accordance with UK GDPR and the Data Protection Act 2018.

Full details are set out in our Privacy Policy.

11.Website Use

 You agree not to:

• Misuse our website
• Attempt unauthorised access
• Introduce malicious software
• Copy or reproduce website content without permission 

All website content, branding, logos, and materials remain the intellectual property of Aurae Healthcare Limited.

12.Confidentiality

All patient information is treated as strictly confidential and handled in accordance with:

• UK data protection law
• Professional healthcare standards

13.Force Majeure

Aurae shall not be liable for failure or delay in performing services due to events beyond our reasonable control, including but not limited to:

• Severe weather
• Transport disruption
• Public health emergencies
• Government restrictions

14.Complaints

If you are dissatisfied with any aspect of our service, please contact us at:

info@auraehealthcare.com

We aim to acknowledge complaints within 5 working days and provide a full response within 20 working days.

Further details are available in our Complaints Procedure.

15.Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales.

Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Updated: 01/03/2026