Appointment Terms

Last updated: 5 August 2026

These Appointment Terms apply when Bloods & Beyond Ltd provides a mobile phlebotomy home visit or clinic appointment:

  • directly to a patient;
  • following a booking made on a patient’s behalf; or
  • for a business, laboratory, clinic or other partner that does not have a separate signed Service Level Agreement with Bloods & Beyond.

If a partner has a signed agreement with us, that agreement will take priority where its terms differ from these Appointment Terms.

1. About Bloods & Beyond

Bloods & Beyond Ltd provides mobile and community-based phlebotomy services under its clinical governance framework.

Our service covers the collection, handling and agreed dispatch of samples. Unless expressly agreed otherwise, we do not provide laboratory testing, clinical interpretation, diagnosis or medical advice.

The Patient or Organisation requesting the test remains responsible for:

  • selecting the appropriate tests;
  • providing any clinical instructions;
  • processing and analysing the samples;
  • reporting the results; and
  • providing any clinical advice or follow-up.

2. Booking an appointment

An appointment request is not confirmed until Bloods & Beyond has accepted the booking and issued confirmation.

Appointments are subject to:

  • availability of an appropriately trained phlebotomist;
  • accurate patient, location and test information being supplied;
  • receipt of any required sample kits, forms and laboratory instructions; and
  • the location being safe and reasonably accessible.

We may contact the patient directly to confirm the appointment time, location, access arrangements and any preparation requirements.

For mobile appointments, the confirmed time may be given as an estimated arrival window. Phlebotomists can be delayed by traffic, earlier appointments or circumstances outside their control. We will keep the patient informed where a material delay occurs.

3. Prices and payment

The price payable will be the price displayed or confirmed when the appointment is booked.

Patients booking directly will normally be required to pay when booking unless another payment arrangement is confirmed.

Partners using Bloods & Beyond without a signed SLA will normally be charged the applicable pay-as-you-go rate. The current standard PAYG rate for a single-patient home visit is £60 per appointment, unless a different price or service arrangement is confirmed before the booking is accepted.

Additional charges may apply where agreed for services such as:

  • extended travel;
  • same-day or urgent requests;
  • additional patients at the same location;
  • specialist procedures;
  • additional sample types;
  • observations;
  • courier services; or
  • dedicated or client-hosted clinics.

Any applicable additional charge will be disclosed and agreed before the relevant service is provided.

Partner invoices are payable within the payment period shown on the invoice. We may suspend further bookings where an undisputed invoice remains overdue.

4. What is included

Unless otherwise agreed, an appointment includes:

  • coordination of the appointment;
  • attendance by an appropriately trained phlebotomist;
  • blood sample collection;
  • appropriate labelling and packaging using the information and materials supplied; and
  • dispatch or handover in accordance with the agreed instructions.

The appointment fee covers the phlebotomist’s reserved time, travel and attendance. It does not guarantee that a sample can always be obtained or that a laboratory will accept, process or produce a result from the sample.

5. Patient and booking responsibilities

The patient, or the person or organisation making the booking, must:

  • provide complete and accurate patient and contact information;
  • provide accurate test and laboratory information;
  • disclose any relevant information that could affect the collection, including a history of difficult blood draws, fainting or adverse reactions;
  • ensure the correct sample kit, request form, labels and dispatch materials are available where these are not being supplied by Bloods & Beyond;
  • follow any preparation instructions provided by the requesting clinician or laboratory;
  • ensure a responsible adult is present where required;
  • provide safe and reasonable access to the appointment location; and
  • treat our phlebotomists respectfully and not expose them to threatening, abusive or unsafe conditions.

A patient should contact the requesting clinician or laboratory—not Bloods & Beyond—if they have questions about which tests are required, medication, fasting, results, diagnosis or treatment.

6. Sample kits and documentation

The person or organisation arranging the test is responsible for ensuring that the correct kit, forms, labels and laboratory instructions are available unless Bloods & Beyond has expressly agreed to supply them.

We may be unable to complete the appointment if required materials are missing, incorrect, damaged or unsuitable.

Where the appointment cannot be completed because the correct materials or instructions were not provided, the appointment may remain chargeable.

7. Collection attempts and unsuccessful collections

Our phlebotomists are experienced and appropriately trained, but successful collection cannot be guaranteed. Vein access can be affected by individual clinical and physiological factors.

A phlebotomist may make up to three collection attempts during an appointment, subject to:

  • the patient’s consent;
  • the phlebotomist’s clinical judgement; and
  • the procedure remaining safe and appropriate.

The patient can withdraw consent or ask the phlebotomist to stop at any time.

Where a sample cannot be obtained because of patient factors or circumstances outside our reasonable control, the appointment remains chargeable because the phlebotomist has attended and provided the booked service.

If the appointment fails because of an error attributable to Bloods & Beyond, we will arrange an appropriate remedy. This may include a repeat collection at no additional charge.

8. Cancellations and rescheduling

Please contact us as soon as possible if an appointment needs to be changed.

More than 24 hours before the appointment

If the appointment is cancelled more than 24 hours before the scheduled time:

  • no charge will apply where the appointment has not yet been allocated to a phlebotomist; or
  • no cancellation charge will apply where the appointment is rescheduled at the time of cancellation.

Where the appointment has already been allocated to a phlebotomist and is cancelled without being rescheduled, a £10 cancellation charge may apply.

Within 24 hours of the appointment

If the appointment is cancelled within 24 hours:

  • no cancellation charge will normally apply where it is rescheduled at the time of cancellation; but
  • the full appointment fee may apply where it is cancelled without being rescheduled.
Within two hours or non-attendance

The full appointment fee will apply where:

  • an appointment is cancelled within two hours of its scheduled time;
  • the patient is not present or available;
  • the phlebotomist cannot gain access to the location; or
  • the appointment cannot proceed because required access, materials or information have not been provided.

This applies even if another appointment is subsequently booked.

Cancellation charges are intended to reflect the phlebotomist time, travel, allocation and other costs reasonably committed to the appointment. We may reduce or waive a charge where appropriate, including in exceptional circumstances or where we can avoid the associated loss.

9. Changes or cancellations by Bloods & Beyond

We may need to delay, reschedule or cancel an appointment because of phlebotomist illness, travel disruption, severe weather, safety concerns or another circumstance affecting our ability to provide the service safely.

We will notify the patient or booking party as soon as reasonably practicable and offer a replacement appointment where possible.

If we cancel an appointment and cannot offer an acceptable alternative:

  • a patient who paid directly will receive a refund of the appointment charge; and
  • a partner will not be charged for the cancelled appointment.

We will not be responsible for laboratory, treatment or other indirect costs arising solely from an unavoidable delay or cancellation, except where the law does not permit that responsibility to be excluded.

10. Sample handling and dispatch

Samples will be handled, packaged and dispatched according to the instructions and materials provided.

Unless otherwise agreed, samples may be returned to the nominated laboratory using the postal service or dispatch method arranged for the booking. We may retain tracking or proof-of-postage information for audit and traceability purposes.

Bloods & Beyond is responsible for using reasonable care when collecting, labelling, packaging and dispatching samples.

Once a correctly prepared sample has been handed to the agreed postal, courier or laboratory service, delays, loss, deterioration or rejection caused by that third party are outside our direct control.

We do not accept urgent or time-critical samples through standard postal services. A dedicated courier or other suitable arrangement must be agreed in advance.

11. Rejected samples and redraws

If a laboratory rejects a sample, the reason should be established before a redraw is arranged.

Where rejection or loss results from an error attributable to Bloods & Beyond—for example, incorrect labelling or packaging—we will arrange a repeat collection at no additional appointment charge.

A repeat appointment will normally be chargeable where the redraw is required because of:

  • patient or physiological factors;
  • incorrect or incomplete instructions;
  • an unsuitable or incomplete sample kit;
  • a laboratory decision or processing issue;
  • postal or courier delay or loss after correct dispatch;
  • sample deterioration during transit; or
  • another matter outside Bloods & Beyond’s reasonable control.

Where responsibility is unclear, we will review the circumstances and seek a fair resolution.

12. Clinic appointments

A shared clinic may be attended by patients from different organisations or by members of the public.

Patients must attend at their booked time and follow the clinic’s access and preparation instructions. Late arrival may mean the clinic cannot accommodate the appointment, in which case the appointment may remain chargeable.

For a clinic hosted by a partner:

  • the partner must provide a suitable, safe and private clinical space;
  • the partner is responsible for local facilities and access;
  • the partner manages patient scheduling and attendance unless otherwise agreed; and
  • unused booked capacity and patient non-attendance remain chargeable under the confirmed clinic pricing.

Specific clinic timings, capacity and charges will be confirmed separately.

13. Safety and consent

All procedures require the patient’s informed and continuing consent.

Our phlebotomist may refuse to begin or continue a procedure if they reasonably believe:

  • it would be unsafe or clinically inappropriate;
  • the patient cannot provide valid consent;
  • the required equipment or information is unavailable;
  • the environment is unsafe or unsuitable; or
  • the phlebotomist is subjected to abusive, threatening or inappropriate behaviour.

You can view our Inclusion & Exclusion Criteria here.

A refusal based on circumstances attributable to the patient, booking party or location may remain chargeable.

In a medical emergency, call 999. Bloods & Beyond’s appointment service is not an emergency or diagnostic service.

You can view our Safety and Aftercare page here.

14. Our responsibility to you

We will provide our services with reasonable care and skill and in accordance with applicable clinical and professional requirements.

Nothing in these terms excludes or restricts:

  • liability for death or personal injury caused by negligence;
  • liability for fraud or fraudulent misrepresentation;
  • a consumer’s statutory rights; or
  • any other liability that cannot lawfully be excluded.

We are not responsible for the selection of tests, laboratory analysis, clinical interpretation, diagnosis, treatment or the communication of results unless we have expressly agreed in writing to provide that service.

For partners acting in the course of business, neither party will be responsible for indirect or consequential losses that were not reasonably foreseeable when the booking was made, subject to the liabilities that cannot legally be limited.

15. Personal information

We process personal and health information to arrange and deliver appointments, meet our clinical and legal responsibilities, maintain appropriate records and communicate with relevant healthcare providers and laboratories.

Further information about how we use personal information is available in our Privacy Policy.

16. Complaints

If you are unhappy with an appointment, please contact us as soon as possible so that we can investigate. You can complete our complaints form here, or alternatively you can email complaints@bloodsandbeyond.co.uk.

Please provide the patient’s name, appointment date and a description of what happened. Do not include unnecessary medical information in an unsecure message.

17. Changes to these terms

The terms that apply to an appointment are those made available when the booking is confirmed.

We may update these Appointment Terms for future bookings. A change will not retrospectively alter an already confirmed appointment unless the change is required by law or expressly agreed with the person or organisation that made the booking.

18. Governing law

These terms are governed by the laws of England and Wales.

If you are a consumer, you may bring proceedings in the courts applicable to the part of the United Kingdom in which you live. Nothing in this section affects your statutory rights.

19. Acceptance

By making or authorising a booking, paying for an appointment or asking us to begin providing the service, the patient or booking party confirms that they have read and accepted these Appointment Terms.