1. Who we are and how these Terms work
1.1 Regulatory status and scope of service
- CQC registration. Balance My Hormones Ltd (“BMH”) is registered with the Care Quality Commission (CQC) to deliver certain regulated activities in England when those activities are carried out by, or under the direction of, our GMC-registered doctors.
- Facilitated blood-testing versus regulated care. For standalone or one-off blood testing purchased without entering BMH’s medical pathway, BMH acts as a facilitator: we organise logistics between you, independent nurses/phlebotomists, and accredited partner laboratories (typically UKAS ISO 15189 accredited). In this facilitator mode, BMH does not provide a diagnosis, prescribe treatment, or deliver a regulated clinical service.
- When the regulated activity applies. If you (a) complete BMH’s patient intake, (b) consent to care, and (c) are accepted under a BMH doctor’s supervision (e.g., starting TRT or booking a BMH online GP appointment for a clinical review), BMH is then delivering a regulated activity and our CQC-governed policies and clinical governance framework apply to that care.
- Independence of third parties. Partner laboratories and independent nurses/phlebotomists are separate providers with their own accreditations/insurances. BMH’s CQC registration does not extend to those providers’ activities.
- What this means for you.
- If you buy blood tests only (no BMH doctor review), results are informational and you should contact BMH first for guidance on next steps; if urgent and you cannot reach us, contact your GP/NHS.
- If you book a BMH doctor (standalone online GP review or as part of TRT onboarding), that interaction is covered by our CQC-regulated processes (clinical notes, safety-netting, follow-up, etc.).
1.2 These Terms, together with our Privacy Policy and any service‑specific instructions we provide (collectively, the “Terms”), govern your use of BMH’s blood testing service (the “Service”) and any associated products (the “Products”).
1.3 By purchasing a Product, activating a kit, booking phlebotomy, sending a sample or otherwise using the Service, you agree to these Terms.
1.4 If any other document (webpage, email, verbal statement) conflicts with these Terms, these Terms prevail.
1.5 BMH is a facilitator/co‑ordinator. We do not provide emergency care and we are not a substitute for your NHS or private GP.
1.6 “Working Day” means Monday to Friday, excluding public holidays in England and Wales.
2. Eligibility, territory and accounts
2.1 You must be 18+ to purchase, activate or provide a sample.
2.2 Products may only be used within the United Kingdom. We only ship kits to UK addresses and our partner laboratories only process samples taken and posted within the UK.
2.3 You may purchase for yourself and/or (where allowed) for another adult who will activate their own kit. The person providing the sample must be the account holder for that test or must activate the kit in their own name.
2.4 When creating an account or activating a kit you must provide accurate identity details (full name and date of birth are used to match the sample to you at the laboratory). Keep your contact details up to date.
3. Nature of the relationship and medical limits
3.1 BMH co‑ordinates logistics between clients and independent providers (doctors, labs, nurses, pharmacies).
3.2 Test results and any comments provided through our Service are informational. They help you understand your health but do not constitute a diagnosis. They are not a substitute for a clinical consultation and physical examination.
3.3 If you are concerned about your health or your results, contact BMH first (see Section 10). If you cannot reach us and you believe the situation is urgent, contact your GP, NHS 111, or emergency services as appropriate.
4. Ordering, activation and contract formation
4.1 Our website guides you through ordering. You may correct errors prior to payment.
4.2 Your order is accepted when we email you an Order Confirmation. At that point a contract forms between you and BMH for the Service described.
4.3 Some tests require activation (linking the kit to your account using the kit code) before collecting the sample. Failure to activate may prevent the lab from analysing your sample.
4.4 Validity period: tests should be used within 120 days of order processing unless otherwise stated. Kits used or posted after the validity period may be rejected by the lab.
5. Prices, payment and additional charges
5.1 Prices shown at checkout include VAT where applicable.
5.2 Additional fees may apply for phlebotomy (clinic or home visit), repeat kits, out‑of‑area visits, or special courier services. These will be shown before you commit.
5.3 Payment is due in full at the time of order.
6. Dispatch, delivery and posting windows
6.1 We usually dispatch kits within 2 Working Days after Order Confirmation. Delivery times are estimates only.
6.2 Kits and return labels typically use Royal Mail Tracked 24. While this is contracted as next‑day, delays can and do occur that are outside BMH’s control (including for “guaranteed” services).
6.3 Critical posting guidance (must read):
- Collect and post Monday–Thursday only.
- Do not collect or post on Friday, Saturday or Sunday.
- Post your sample the same day it is drawn (morning draws are ideal).This reduces the risk of weekend transit delays and sample degradation.
6.4 If you attend a laboratory collection centre, transit delay risk is minimised; this is the preferred option for time‑sensitive markers.
6.5 Delivery of the kit is completed on the first attempt to the address you provide; the kit and sample are your responsibility until received by the laboratory.
7. Phlebotomy options and appointment terms
7.1 Options include: (a) finger‑prick self‑collection (limited testing panels, not for FBC panels and limited biomarkers), (b) venous draw at a partner clinic, (c) home visit by an independent nurse/phlebotomist, or (d) direct collection at a laboratory. (e) Tasso at home self-collection (limited testing panels, not for FBC panels and limited biomarkers)
7.2 Do not open clinic/home‑visit kits yourself; they are to be used by a trained professional ONLY and you risk serious harm if you attempt a venesectin collection yourself.
7.3 If you arrange your own phlebotomy independently, you must ensure a qualified practitioner collects the sample. BMH is not responsible for third‑party services you arrange yourself.
7.4 Cancellations/reschedules (clinic or home visit):
- >48 hours’ notice: no fee.
- 24–48 hours’ notice: a re‑booking fee may apply (e.g., part of the visit fee).
- <24 hours’ notice or no‑show: the appointment fee may be charged in full.
(Your booking confirmation will state the applicable fees for your location/provider.)
8. Sample return, transit risk and re‑test policy
8.1 You must follow the kit instructions and posting guidance (Section 6.3).
8.2 Transit risk: By using postal return you accept that couriers may experience delays even with Tracked 24 or guaranteed services, which can affect time‑sensitive analytes and calculated values. You agree that you may need to pay for additional phlebotomy services in the event of a retest due to transit time being too long. You also acknowledge that in the event sample time is too long some bio-markers may be acceptable and other may not and this does not invalidate the entire blood test as determined by the doctor and laboratory processing the test.
8.3 If the laboratory cannot test your sample (e.g., insufficient volume, clotting, haemolysis, leak, mislabelling, late/ineligible arrival), we will usually send one replacement kit free of charge. Additional failures may incur costs (e.g., repeat phlebotomy fees).
8.4 If only part of a panel fails, we may provide a partial credit or re‑test for the affected markers at our discretion.
8.5 BMH is not liable for sample loss or delay in the post or for the accuracy impact of delayed transit (see Section 15).
9. Turnaround times and release of results
9.1 Turnaround times on our website are estimates in Working Days from lab receipt to result availability. They are not guaranteed.
9.2 Results are released to your secure online account. We may contact you (phone/SMS/email) if necessary regarding your sample or results, especially if the lab flags critical values.
9.3 Where multiple tests are ordered, we may release results together when all components are received from the laboratory.
10. Interpreting results, urgent vs non‑urgent findings and who to contact first
10.1 Laboratories automatically flag critical/urgent values (e.g., dangerously abnormal electrolytes). Where such alerts are issued to us, we will attempt to notify you promptly and advise next steps. Electrolytes are biomarkers that should be done on site at the lab or at a lab the couriers the results same day to the lab for processing.
10.2 Results outside the reference range are not automatically emergencies. Many deviations are mild, context‑dependent, or relate to sampling timing, hydration, medications, supplements, or assay differences between laboratories.
10.3 Contact BMH first about any abnormal or concerning result. A BMH doctor or case manager will advise whether urgent escalation to your GP or hospital is required.
Most serious abnormalities are flagged directly to our team by laboratory pathologists. A common example is elevated creatine kinase (CK), which is frequently flagged as “critical.” However, CK can rise substantially after exercise, weight training, or muscle strain, and such elevations are often benign and transient. Elevated CK can also occur in more serious conditions, but interpretation requires clinical context, repeat testing if appropriate, and correlation with symptoms.
It is important to understand that:
- Flagged results are not diagnoses. They are laboratory alerts indicating results outside reference ranges.
- Some abnormal results (including CK, liver enzymes, urea, and others) may reflect non-pathological factors such as exercise, hydration status, supplements, or medications.
- The laboratory and BMH will notify you promptly of flagged results, but BMH is not liable for misinterpretation or decisions made by third-party clinicians or services outside our pathway (see Section 15).
All results must be considered in clinical context by a qualified doctor. If you are under BMH care, that will be a BMH doctor; if not, you should book a BMH Online GP review or consult your own GP.
10.4 If you cannot reach BMH and you believe your situation is urgent, contact your GP, NHS 111, or emergency services.
10.5 Blood tests are a snapshot in time. Interpretation requires clinical context and, at times, repeat testing.
10.6 BMH does not reimburse fees you choose to incur with other private medical services in response to your results or concerns, unless we have given prior written authorisation (see Sections 11 and 15).
11. Doctor review options (BMH online GP; TRT onboarding; expedited review)
11.1 A formal doctor review is not included unless you complete BMH’s patient intake and consent for treatment.
11.2 If you are not an existing BMH patient and do not plan to start treatment, you may book a separate online GP consultation with a BMH‑affiliated doctor to review your results as a standalone service.
11.3 If you are starting TRT, our team will organise the required pre‑treatment blood tests and a BMH doctor will review relevant results as part of onboarding.
11.4 If there is an immediate concern, contact BMH; where appropriate, we will expedite a doctor review or advise urgent next steps.
11.5 We understand health anxiety is real. Our aim is that you feel supported and can access appropriate medical guidance when needed.
11.6 If you decide to engage other private medical services (e.g., private GP, hospital, diagnostics) before contacting BMH, you are responsible for any fees and consequences of that decision.
12. Known limitations and factors that may affect results
12.1 Time‑sensitive markers: electrolytes, bicarbonate, albumin, and corrected calcium (calculated from calcium and albumin) may be distorted by delayed transit or improper storage.
12.2 Haematology: haematocrit (Hct) may be calculated from RBC × MCV or measured directly; hydration status and time since last fluids can shift values.
12.3 Renal markers: urea may rise with dehydration and does not always indicate pathology.
12.4 Hormones: testosterone, oestradiol and others are usually stable in transit but can vary with collection timing, assay type (e.g., immunoassay vs LC‑MS/MS) and supplement/drug interference.
12.5 Biotin (vitamin B7) can interfere with certain immunoassays (including some thyroid and hormone tests). High‑dose biotin within the preceding 48–72 hours can cause falsely high or low results. Do not stop prescribed supplements/medications without medical advice—ask a clinician first.
12.6 Other supplements/medications/lifestyle that may influence results (non‑exhaustive):
- Supplements: biotin, high‑dose vitamin C, creatine, some herbal products (e.g., ginseng, echinacea).
- Medications: steroids/glucocorticoids, thyroid medication, anticoagulants, diuretics, hormone therapies.
- Lifestyle: fasting vs non‑fasting, strenuous exercise immediately pre‑draw, alcohol, poor sleep, dehydration/over‑hydration.
12.7 Between‑laboratory differences: reference ranges, assay platforms and calibration vary. Results from different labs may not be directly comparable.
12.8 Because of the factors above, a repeat test (ideally weekday draw and direct lab collection where possible) may be recommended.
13. Your responsibilities
13.1 Read and follow all instructions (including weekday‑only collection/posting).
13.2 Keep your contact details current so we can reach you if a lab flags a critical result.
13.3 Contact BMH first regarding abnormal or concerning results (Section 10). If you cannot reach us and it seems urgent, seek medical care.
13.4 Share your results with your GP or other clinician as appropriate, especially if you choose not to use a BMH doctor review.
13.5 Use kits within the validity period and post on the same day as collection.
14. Cancellations, refunds and re‑tests
14.1 Cooling‑off: You may cancel your order within 14 days of Order Confirmation provided the kit has not been used (statutory rights apply).
14.2 If you cancel after dispatch but before using the kit, we may deduct a reasonable kit/restocking fee (we cannot re‑use opened kits).
14.3 Once a sample has been processed by the laboratory, fees are non‑refundable.
14.4 If the lab cannot analyse your sample for technical reasons (e.g., insufficient volume, clotting, haemolysis, leak, late arrival), our re‑test policy in Section 8 applies.
14.5 Clinic/home‑visit cancellations and no‑shows are subject to the appointment terms in Section 7.4.
14.6 Nothing in these Terms affects your statutory rights.
15. Liability and events outside our control
15.1 The Service is for private, personal use. We are not liable for business losses (loss of profit, revenue, opportunity).
15.2 Subject to Section 15.6, our total liability to you in connection with a Contract is limited to the amount you paid for the Product(s) and related services.
15.3 We are not liable for (non-exhaustive):
- Loss, delay or damage to samples in the post/courier;
- Laboratory inability to test a sample;
- Injuries, complications, or adverse outcomes arising from use of sampling devices (including finger-prick or venous kits), whether supplied by us or others;
- Injuries, complications, or adverse outcomes arising from phlebotomy services provided by independent contractors (including but not limited to Tasso, partner nurses, or home-visit providers) or from phlebotomy arranged by you independently;
- Failure to follow our instructions (e.g., weekday posting only, fasting requirements, biotin avoidance);
- Turnaround times not being met;
- Your decision not to act on our advice or to seek further medical care;
- Differences between laboratories, assay platforms, or reference ranges;
- Courier delays (including Tracked 24 or “guaranteed” services) and associated result distortions;
- Any costs, charges, or consequences arising from your engagement of other private medical services (including but not limited to private GP consultations, hospital/A&E visits, diagnostic imaging, medications, or repeat testing performed outside BMH), even where results are later shown to have been affected by postal delay, supplements/medications, timing of tests, or other pre-analytical factors described in Section 12, unless BMH has provided prior written authorisation to cover such costs.
15.4 Events Outside Our Control include but are not limited to postal/courier disruption, industrial action, extreme weather, IT outages, supply issues, pandemics, regulatory changes, provider unavailability, and other circumstances beyond reasonable control. Our obligations are suspended for the duration of such events.
15.5 Decisions, advice or actions taken by third‑party clinicians or services (public or private) in response to your results are outside BMH’s control; BMH is not responsible for those decisions or costs.
15.6 We do not exclude liability for death or personal injury caused by our negligence, fraud, or any liability that cannot legally be excluded.
16. Complaints
16.1 To raise a complaint or request support, contact us using the details in Section 20. We will acknowledge receipt and aim to respond within 14 days.
16.2 Refunds or compensation for third‑party private medical services are not provided unless expressly pre‑authorised in writing by BMH beforehand.
17. Changes to the Service and to these Terms
17.1 We may update the Service and these Terms from time to time. The version in force when you place an order applies to that order.
17.2 If we make material changes that affect your current order, we will notify you and explain your options.
18. Privacy, data use and notifiable diseases
18.1 We process your personal data in accordance with our Privacy Policy (please read it).
18.2 By using the Service you consent to us sharing necessary data with our partner laboratories/clinics, IT providers and clinical professionals involved in delivering your Service.
18.3 We may use de‑identified data for quality assurance, service improvement and research.
18.4 Where legally required, certain results may be notified to UK public health authorities (e.g., for notifiable diseases).
19. Intellectual property
19.1 All content on our website and in our materials is owned by or licensed to BMH and is protected by intellectual property laws. You may not copy or reproduce it without permission.
20. Contacting BMH
Email: [[email protected]]
Telephone: +440209003209
Please contact us using the email associated with your BMH account and include your order number where possible.
21. Governing law and jurisdiction
21.1 These Terms are governed by the laws of England and Wales. Disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
