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
By confirming this order, you confirm that you have read and accepted the terms below.
1. Appointment Logistics, Attendance & Time Allocation
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 (including parking fees, congestion charges, or tolls) will be passed on in full.
Attendance Responsibilities
Where Crystal Health Group sends appointment details directly to individuals, this is done solely to support efficient service delivery. The Client remains responsible for ensuring that individuals understand appointment requirements, bring acceptable identification, and comply with the Client’s internal testing instructions, policies, and expectations. Any internal requirements must be communicated by the Client, not Crystal Health Group.
Identification Requirements
Each individual attending testing or medical services must present current & original photographic identification. Accepted forms include a passport, photocard driving licence, government-issued identity document, or other photographic ID as agreed in advance with Crystal Health Group.
If acceptable ID is unavailable, a suitably authorised company representative may act as a witness and confirm identity in writing.
If identity cannot be established, the appointment may be cancelled or rebooked in line with the Cancellation Policy, and charges may apply.
2. Site Facilities & On-Site Testing Requirements
Where services are performed at a Client’s premises or other non-clinic location, the Client must provide a private room suitable for confidential discussion and sample collection, containing a table and two chairs; lockable storage and, for urine collections & medical assessments, a secure toilet facility; a safe environment meeting applicable quality, health, and safety standards; and any required site access permissions, inductions, or safety briefings.
The Client is responsible for coordinating the timely movement and availability of individuals to avoid delays. For group testing, individuals must be made available in a sequence that supports efficient sample collection.
The Client must ensure that individuals are prepared, available, and compliant with instructions.
A suitably trained and authorised representative (e.g. HR Manager) must be available to receive and act upon test results.
The Client remains responsible for making appropriate and proportionate decisions based on results and for supporting individuals where applicable.
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 individuals where required, the Client remains responsible for ensuring that:
● instructions provided to Crystal Health Group are lawful
● appropriate procedures are followed prior to testing
● GDPR compliance is maintained
● results are used appropriately and lawfully
● legal protection is in place for decisions made based on test results
For the purposes of UK GDPR, the Client acts as Data Controller and Crystal Health Group (“CHG”) acts as Data Processor in connection with the services. CHG processes personal data solely on the documented instructions of the Client and only to the extent necessary to fulfil the services requested.
Processing activities may include appointment coordination, identity verification, sample collection, laboratory analysis, medical review, quality assurance, reporting of results, and record retention in accordance with applicable standards.
Further information regarding how personal data is processed, retained, and protected, and the rights of individuals, is set out in Crystal Health Group’s Privacy Policy, available at:
https://www.crystal-health.co.uk/privacy-policy/
4. Crystal Health Group Responsibilities & Testing Standards
Crystal Health Group is committed to providing the highest standards of service, science, customer support, and data protection. Crystal Health Group will maintain its current ISO certifications, RISQS status, and other relevant industry accreditations, and where applicable testing services are conducted by an ISO 17025 accredited laboratory.
Uncertainty of Measurement (UoM%)
An Uncertainty of Measurement (UoM%) is calculated and applied for all key decision points across all laboratory testing. The UoM defines the acceptable range around analytical cut-off levels used to determine whether a substance is detected or not detected, and to distinguish between levels of use.
While testing is performed in accordance with accredited laboratory standards, results close to the cut-off may be affected by the UoM%. This does not compromise the integrity or validity of the analysis. Exact UoM% values and calculation methods can be provided upon request.
Urine & Oral Fluid Laboratory Testing – Cut-off Levels
The cut-off levels applied are based on the recommendations of the European Workplace Drug Testing Society (EWDTS). Depending on the test type or applicable regulatory requirements, certain cut-off levels may be set below published thresholds.
Dilute Samples
All urine samples undergo an integrity assessment to identify possible adulteration or dilution, in accordance with laboratory standards. This includes measurement of creatinine concentration and specific gravity.
Where a sample does not meet required integrity thresholds, the laboratory result will be reported accordingly and cannot be amended or disputed. Crystal Health Group accepts no liability for outcomes arising from dilute samples, including delays, repeat testing, or additional charges.
Crystal Health Group will ensure that all orders are fulfilled by suitably qualified individuals, in accordance with strict chain-of-custody procedures, ISO 17025 accredited laboratory protocols, and applicable industry standards. Any timeframes provided for attendance or test results are estimates only and do not form part of this agreement.
5. Third party providers
To deliver and maintain the services outlined in this Order Confirmation, we may engage carefully selected third-party providers and partners. These providers support various aspects of our service delivery and are contractually required to meet our standards for quality, security, and confidentiality. We remain responsible for the overall provision of the services in accordance with the agreed terms. A list of the names and relevant details of these third-party providers is available upon request.
6. Additional Charges & Testing Dependencies
Depending on the test ordered and the outcome of the initial result obtained, additional testing may be required to comply with industry standards, and this may incur additional fees*. This includes laboratory confirmation testing for non-negative POC results.
Recollections due to inadequate samples may incur additional charges*. Where a Non-Conformity Report is issued (including non-attendance, refusal to test, or insufficient identification), full payment for the appointment remains due.
Where required, Medical Review Officer (MRO) fees may apply*.
For medical assessments, the first referral to Crystal Health Group’s Responsible Occupational Physician (ROP) is included; subsequent referrals due to missing or unsatisfactory documentation will incur a fee*.
* Please refer to the current pricelist for additional fees - available upon request.
7. Network Rail and Medical Assessment Standards
In certain circumstances, Network Rail standards require that a Medical Review Officer (MRO) review laboratory findings before a test result can be released. Where a test service is ordered that must comply with these standards, you/your organisation, by signing this document, confirm acceptance of all additional fees associated with the provision of MRO services, as required under the applicable standards.
Where necessary, candidates may be required to provide information requested by the MRO. If such information is not provided, or if the candidate cannot be contacted, the MRO will conclude the case based on the evidence available.
Random (Unannounced) Testing
Random testing must always be conducted without prior notice, and details of testing must not be disclosed in advance of the appointment. Sponsors are required to randomly test a minimum of 20% of the workforce engaged in safety-critical work, roles requiring PTS certification, or positions designated as key safety posts.
Failure to attend an unannounced random drug and alcohol test, without notifying us of a legitimate reason, or refusal to submit to testing, will result in a FAIL outcome being uploaded to Sentinel. This may lead to the candidate receiving a five-year ban from access to Network Rail infrastructure.
8. Payment Terms & 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 may result in accounts being placed on hold. No test results or reports will be released until:
payment has been received in full, and
all required documentation has been submitted.
9. Immediate Response Service (if applicable)
As part of the set-up for the Immediate Response Service, Crystal Health Group will provide a User Guide and a For-Cause Assessment Form.
The Client is responsible for ensuring that all call-out requests are made appropriately and in accordance with the provided documentation. The Immediate Response Service covers mainland UK only.
Crystal Health Group will use reasonable endeavours to attend within 2–3 hours of accepting a valid call-out request; however, circumstances outside reasonable control may impact attendance times.
10. Cancellations & Amendments
All cancellations, amendments, and non-attendance are governed by the Cancellation Policy, which forms part of this agreement.