Cancellation Policy

1. Purpose

The purpose of this cancellation and refund policy is to provide clarity and transparency to all parties involved in the testing process. The policy constitutes part of Crystal Health’s standard terms and conditions.

2. Scope

This policy covers services that have been organised and processed by Crystal Health personnel. This policy does not cover appointments that have been made directly between a sample collector and client. This policy covers testing services provided to;

• Private/Individual Clients
• Commercial Clients
  And also;
• Cancellation of Service by the Service Provider

All prices stated within this policy are subject to VAT at the current rate.

3. Responsible Person(s)

The Policy Author is responsible for:

• Accuracy, version control and review dates.
• Implementation, training and operational compliance of this Policy.
• Initiating Policy change requests.

The QA representative is responsible for:

• Ensuring adherence to company Policy standards for authoring, content and structure.
• Resolution of Quality Incident reports arising from noncompliance of this Policy or external complaints.

Trained personnel are responsible for complying with all aspects of this Policy.

4. Health & Safety

All tasks and activities associated with this Policy comply with Crystal Health Group’s Health & Safety Policy.

5.1 For Private/Individual Clients paying for services

Appointments

It is standard policy for Crystal Health personnel to process the full cost of the testing service after confirming a sample collection appointment for private clients. This constitutes a formal order for the Crystal Health service requested.

Once this order has been processed cancellation and re arrangement fees may apply in accordance with this policy.

Please see cancellation information table for relevant fees

Please note: The period of time required to notify us of any cancellation does not include weekends or bank holidays and notification must be made between the hours of 9am and 5pm.

Testing Kits

It is standard policy for Crystal Health to process a £20 deposit after confirming an order of any testing service by private clients which utilise a self-collection testing kit. This constitutes a formal order for the Crystal Health service requested. The exception to this is for testing kits sold via any on-line e-commerce website.

5.2 For Commercial and Group Bookings

The return of a completed ‘Order Confirmation’ form to Crystal Health (via email or hard copy) or an existing SLA that is in place, constitutes a formal order.

Important: The person signing the order confirmation/SLA is liable for all associated costs with the test ordered.

Please note: The period of time required to notify us of any cancellation does not include weekends or bank holidays and notification must be made between the hours of 9am and 5pm.

1. The total cost invoiced may be increased if the collection time exceeds the regular/allocated time frame for the appointments, due to any delays caused by the client/sample donors. This additional time will be charged at £50 per hour.
2. All payments for services are due no later than 30 days from the date of the invoice after testing services have been supplied, unless otherwise authorised by a Director.

Commercial payment guidance

SLA clients:

• Invoiced according to the information held in the SLA.
• Paid by BACS within the agreed credit terms.

Order confirmation clients and all Network Rail testing and medicals which includes ‘private individuals’ – existing who have had testing services on three or more occasions:

• Invoiced according to the signed order confirmation.
• They either then pay by BACS or card within the agreed credit terms. If paid by card, a notification must be sent to accounts@ to reconcile the invoice.

New clients – Payment required prior to service provision via card payment/BACS. Any exceptions must be authorised by a Director.

• An order confirmation must be raised in all circumstances to avoid non-payment of additional services such as lab confirmation, MRO or ROP referral for Network Rail testing/medicals.
• Payment is required prior to service provision via a card or BACS. A VAT receipt or pro-forma invoice can be supplied to the client for this payment. If paid by card, a notification must be sent to accounts@ to reconcile the invoice.
• Once a credit history has been established, our standard 30 day terms can be provided.
• Results may be withheld until payment has been received, unless authorised by a Director.

Please see cancellation information table for relevant fees

5.3 Cancellation table

Important notes

• The hours between 5.00pm on a Friday and 8.00am on a Monday, or those forming part of any UK bank holiday, will not be included/accepted as forming part of any notice period.
• 24 hour notice and non-attendance cancellation charges will apply when notification is received by Crystal Health Group on the same date the relevant appointment is scheduled or it is received after 5.00pm on the previous working day.
• Cancellation charges DO NOT apply, if orders cannot be fulfilled due to circumstances outside of the clients/employers responsibility/control. However, proof must be provided of the circumstances that prevent the order from being fulfilled.
• Non-Conformity Reports: Full payment will apply to situations that result in the provision of a Non-Conformity Report for a sample donor undergoing a drug and alcohol test or for an individual attending a medical assessment.
• Specific fees agreed and recorded in commercial client SLA’s will supersede the relevant cancellation fees detailed in this policy.
• Changes to the number of individuals at the time of a drug/alcohol testing appointment, will incur the following charges:
  • When booked for 2 or more individuals at the same appointment. If fewer individuals attend than originally stated, this will be recorded as a non-attendance and charged at full test cost.
  • When more individuals attend an appointment than originally anticipated. If the additional service can be performed, additional individuals will be charged at the original per person cost quoted.
• Changes to the location or sample collection service required may incur additional costs. Please refer to the current price lists for costs.

5.4 Cancellation of Service by the Service Provider

• The Service Provider may cancel any agreement with the Client at any time before the services are delivered or following delivery by giving written notice.
• On giving such notice the Service Provider shall within 7 days repay to the Client any sums paid in respect of the relevant Service Agreement subject to costs incurred by the Service Provider.
• The Service Provider shall not be liable for any loss or damage whatever arising from such cancellation.
• The Service Provider reserves the right to make a charge to cover any administrative and laboratory procedures already performed prior to cancellation or that occur despite cancellation.
• Such charges are subject to change at the Service Provider’s discretion.

6. Version Control

It is the responsibility of each person to ensure they adhere to this policy. It is the responsibility of the Operations Manager to maintain and implement this policy.