Order Confirmation Terms & Conditions

This quotation proposal is valid for 30 days unless otherwise agreed. All prices are inclusive of VAT.

Before confirming services, you must review the following contractual documents, which form part of this agreement:

• Terms of Supply – Business Customers
• Cancellation Policy

By signing this order confirmation, you confirm you have read and accepted the terms above.

1. Appointment Logistics & Attendance

• An allocated time period is assigned to each appointment based on service type, number of attendees, and on-site requirements. This typically ranges from 15 to 45 minutes per person. Allocated times can be confirmed on request.
• If appointments run over the allocated time due to client or participant delays, additional time will be charged at £30 per 30 minutes.
• Appointments scheduled between 7:00 PM and 7:00 AM, or on Saturdays, Sundays, or UK bank holidays, incur a £60 out-of-hours attendance fee.
• Where testing is spread over multiple days or requires more than one Sample Collection Officer, a £180 per day/per officer surcharge applies.
• Travel in excess of a 50-mile round trip will be charged at £0.45 per mile. Any additional travel-related costs (e.g. parking fees, congestion charges, tolls) will be passed on in full.

2. Site Facilities & Donor Identification

• It is your responsibility to ensure the site is suitable for the sample collection or medical service required. Please speak with your Case Manager in advance if unsure.
• Each testing location must include a private room with a table and two chairs and lockable storage — for urine collection — a secure toilet close to the room being used.
• Sample donors must bring a valid passport or driving licence. If unavailable, a company representative must act as a witness. If no suitable ID is provided, the appointment may be cancelled and charges will apply.

3. Legal Authority, Consent & Data Handling

You confirm that you have legal authority to request the services for the individuals concerned, as covered by:

• Company policies (e.g. drug and alcohol policy), and/or
• Internal procedures (e.g. interviews by an authorised manager), and/or
• Applicable UK law (e.g. court order or signed consent).

While Crystal Health Group obtains written consent from each individual, it is the client’s responsibility to ensure that:

• Appropriate procedures are followed prior to testing
• GDPR compliance is maintained
• Results will be used appropriately and lawfully
• Legal protection is in place for decisions made based on test results

4. Additional Charges & Testing Dependencies

• Recollections due to inadequate samples may incur extra charges.
• If a Non-Conformity Report is issued (e.g. non-attendance, refusal to test, insufficient ID), full payment for the appointment is still required.
• Where required (e.g. Network Rail), Medical Review Officer (MRO) fees will be charged. Candidates must comply with any requests from the MRO. Where this isn’t possible, results will be issued based on available evidence.
• For PTS medicals, the first referral to Crystal Health Group’s Responsible Occupational Physician (ROP) is free. If subsequent referrals are needed due to missing or unsatisfactory documentation, a £66 fee will apply.

5. Payment Terms and Results Release

• Payment terms will be confirmed by your Case Manager. In most cases, payment is required in advance unless credit terms are agreed in writing.
• Failure to pay within agreed terms may result in your account being put on hold and may trigger debt recovery action.
• No test results or reports will be released until:

1. Payment has been received in full
2. All required documentation has been submitted
   
   

• Where additional testing is required following initial results (e.g. confirmatory laboratory testing after a non-negative screen), you agree to cover these costs.

6. Cancellations and Amendments

All cancellations, changes to booking details, or non-attendance are governed by our Cancellation Policy, which forms part of this agreement. Please review this before submitting your confirmation.