DRUG TEST LONDON TERMS OF SERVICE
Last updated: 13 July 2026
1. About these terms
This website is operated by AIS Health Ltd.
Drug Test London is a brand of AIS Health Ltd.
Throughout these terms, “we”, “us”, and “our” mean AIS Health Ltd.
These terms apply to our drug and alcohol testing services.
They also apply to related reports and sample collections.
By ordering, you agree to these terms.
Our other policies also form part of your agreement.
These include our:
Nothing within these terms affects statutory consumer rights.
2. Our services
Our services may include:
Available services vary between products.
Each product page explains the included testing.
3. Personal and professional customers
Some customers purchase tests for personal reasons.
Others purchase tests for professional or legal purposes.
Professional customers may include:
The purchaser must have lawful authority.
The tested person must provide any required consent.
We may refuse testing without appropriate consent.
4. Test selection
You remain responsible for selecting the correct test.
Different samples detect different periods of exposure.
Different laboratories may use different analytical methods.
A test may not satisfy every third party.
You should confirm requirements before ordering.
Requirements may include:
We cannot guarantee third-party acceptance.
We may assist with general test selection.
That assistance does not replace independent legal advice.
5. Detection periods and test limitations
Detection periods are estimates.
They vary between individuals and substances.
Relevant factors may include:
A negative result does not prove lifelong abstinence.
A positive result does not establish exact consumption timing.
Results must be interpreted within the test’s limitations.
6. Prescription and non-prescription medicines
Some medicines may affect testing.
You must disclose relevant medicines when requested.
This may include:
The laboratory may request supporting information.
Prescriptions do not automatically invalidate positive findings.
The report may distinguish authorised and unauthorised use.
This depends upon the ordered service.
7. Identity and chain of custody
Some tests require formal identity verification.
You must bring acceptable photographic identification.
Chain-of-custody testing requires strict procedures.
These procedures may include:
Failure to follow these procedures may invalidate testing.
A standard test cannot later become chain-of-custody testing.
You must order the correct service beforehand.
8. Sample collection
You must follow all collection instructions.
Clinic staff may refuse unsafe collections.
They may also refuse collections lacking identification.
Home samples must use supplied containers.
Samples must be labelled accurately.
You must not submit another person’s sample.
Deliberate substitution may be reported where legally required.
9. Sample suitability
Laboratories can only test suitable samples.
A sample may be unsuitable because of:
Suitability is confirmed after laboratory assessment.
10. Result turnaround times
All turnaround times are estimates.
They are provided for guidance only.
They do not represent guaranteed deadlines.
Turnaround usually begins after laboratory receipt.
The sample must also be suitable.
Times may exclude weekends and bank holidays.
Results may become available earlier or later.
Delays may arise because of:
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Confirmation testing.
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Additional substance identification.
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Laboratory workload.
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Quality-control procedures.
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Sample integrity concerns.
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Specialist laboratory referral.
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Courier disruption.
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Equipment failure.
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Missing documentation.
We will investigate significant reported delays.
11. Time-sensitive purposes
Do not rely solely upon estimated turnaround times.
Allow sufficient time before any deadline.
Deadlines may include:
We do not guarantee results before personal deadlines.
12. Positive and negative results
Laboratory results reflect the sample tested.
They also reflect applicable detection thresholds.
Screening and confirmation methods may differ.
A preliminary result may require confirmation.
A confirmed positive result may require interpretation.
We do not alter valid laboratory findings.
Customers cannot demand a different outcome.
13. Reports
Reports are issued using available information.
You must provide correct names and dates.
Report amendments may require laboratory approval.
Charges may apply for customer-requested amendments.
We will correct errors caused by us without charge.
Reports must not be altered deceptively.
Unauthorised report alteration may invalidate the report.
14. Clinical and legal advice
Drug testing is not legal advice.
It is not always medical treatment.
You should obtain legal advice where appropriate.
Seek medical care for health concerns.
Call 999 during life-threatening emergencies.
15. Appointments
Clinic availability varies.
Appointments may occasionally require changes.
We will provide reasonable notice where possible.
Late arrivals may require rebooking.
Missed appointments may incur reasonable charges.
Clinic policies may vary by location.
16. Orders and payment
You must provide accurate order information.
We may decline orders for legitimate reasons.
These reasons may include:
Prices appear in pounds sterling.
Payment must be authorised by the payer.
17. Third-party providers
We use laboratories, clinics, and couriers.
We remain responsible where legally required.
Third-party disruption may affect service delivery.
We will take reasonable steps to resolve problems.
18. Cancellations and refunds
Refund rights depend upon service progress.
Full details appear within our Refund Policy.
Different rules may apply after:
Nothing removes statutory consumer remedies.
19. Liability
We provide services using reasonable care and skill.
We do not exclude legally protected liability.
We do not exclude liability for:
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Death caused by negligence.
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Personal injury caused by negligence.
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Fraud.
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Fraudulent misrepresentation.
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Non-excludable statutory rights.
We are not responsible for unforeseeable losses.
We are not responsible for avoidable customer errors.
We are not responsible for incorrect test selection.
This applies where clear information was provided.
We are not responsible for third-party rejection.
This applies where the supplied report was accurate.
We are not responsible for missed personal deadlines.
This applies where turnaround times were clearly estimated.
20. Complaints
Please email enquiry@drugtest.london.
Include your order number and requested outcome.
We will investigate complaints fairly.
21. Governing law
These terms are governed by English law.
Consumers retain mandatory local legal protections.
22. Contact details
Drug Test London
A brand of AIS Health Ltd
4th Floor, Silverstream House
45 Fitzroy Street
Fitzrovia
London
W1T 6EB
Email: enquiry@drugtest.london
Telephone: 0207 871 3015
Company number: 09835294
DRUG TEST LONDON SAMPLE PROCESSING POLICY
Last updated: 13 July 2026
1. Purpose
This policy explains sample handling and repeat testing.
It applies to clinic and home collections.
It also applies to chain-of-custody testing.
2. Sample types
Samples may include:
The required sample depends upon the ordered test.
3. Customer responsibilities
You must follow all supplied instructions.
You must provide accurate personal details.
You must disclose relevant medicines when requested.
You must provide samples within stated timeframes.
You must not contaminate or substitute samples.
You must not tamper with sample packaging.
4. Clinic collection requirements
Bring acceptable identification when required.
Chain-of-custody testing requires photographic identification.
Clinic staff may record collection details.
They may also document sample appearance.
You must sign required declarations accurately.
Refusal may prevent test completion.
5. Home collection requirements
Use only supplied containers.
Label each container correctly.
Seal packaging exactly as instructed.
Return samples promptly.
Retain available tracking information.
Home testing may not satisfy legal requirements.
Check this before ordering.
6. Hair samples
Hair testing requires suitable hair.
Suitability may depend upon:
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Hair length.
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Hair quantity.
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Collection location.
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Cosmetic treatments.
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Bleaching.
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Dyeing.
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Chemical straightening.
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External contamination.
Head hair is usually preferred.
Body hair may have different limitations.
The laboratory decides final suitability.
7. Urine samples
Urine samples may require minimum volume.
Samples may undergo validity testing.
Validity checks may identify:
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Dilution.
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Substitution.
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Adulteration.
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Abnormal creatinine.
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Abnormal temperature.
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Abnormal pH.
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Oxidising substances.
An invalid sample may require recollection.
8. Blood samples
Blood collection may occasionally fail.
Possible causes include:
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Difficult venous access.
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Insufficient volume.
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Clotting.
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Haemolysis.
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Incorrect tube use.
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Leakage.
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Transport damage.
Repeat collection may be required.
9. Nail samples
Nail testing requires sufficient material.
Cosmetic treatments may affect suitability.
False nails should be disclosed beforehand.
The laboratory decides whether testing remains possible.
10. Sample rejection
Samples may be rejected because of:
11. Chain-of-custody failures
Chain-of-custody documentation must remain complete.
A procedural break may invalidate the sample.
The sample may still permit private testing.
However, third-party acceptance cannot be guaranteed.
Recollection may be required.
12. Lost or damaged samples
Samples may occasionally become lost or damaged.
We will investigate reported incidents.
We may contact the laboratory or courier.
We may request tracking information.
Where appropriate, we may offer:
13. Delayed samples
A delayed sample is not automatically unusable.
The laboratory assesses sample stability.
A repeat sample may become necessary.
14. Laboratory processing
Processing may include:
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Registration.
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Sample preparation.
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Screening.
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Confirmation testing.
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Validity testing.
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Scientific review.
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Report preparation.
Confirmation testing may extend turnaround.
15. Inconclusive or invalid results
A result may be inconclusive or invalid.
This does not always indicate laboratory error.
Possible reasons include:
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Insufficient material.
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Interference.
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Borderline findings.
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Sample degradation.
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Suspected adulteration.
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Quality-control failure.
Repeat collection may be recommended.
16. Repeat testing
Repeat testing may involve:
We will explain reasonable next steps.
17. Additional charges
We will not charge for failures caused by us.
Charges may apply where customers:
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Ignore clear instructions.
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Miss appointments.
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Provide false information.
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Tamper with samples.
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Order the wrong service.
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Request unnecessary repetition.
We will explain charges beforehand.
18. Turnaround times
Turnaround times remain estimates.
They begin after suitable laboratory receipt.
Confirmation testing may extend times.
19. Third-party deadlines
We cannot guarantee completion before legal deadlines.
Customers should order with sufficient time.
20. Statutory rights
Nothing within this policy removes statutory rights.
21. Contact details
Email: enquiry@drugtest.london
Telephone: 0207 871 3015
DRUG TEST LONDON REFUND, CANCELLATION AND REPLACEMENT POLICY
Last updated: 13 July 2026
1. Requesting a refund
Email enquiry@drugtest.london.
Include:
2. Before service begins
A full refund will usually apply where:
3. Home kits
A full refund usually applies before dispatch.
Reasonable delivery costs may apply after dispatch.
Opened biological collection kits may be non-returnable.
Faulty kits will be replaced without charge.
4. Clinic appointments
Appointments may be cancelled with reasonable notice.
Late cancellations may incur reasonable clinic costs.
Missed appointments may not receive refunds.
Appointments cancelled by us receive alternatives or refunds.
5. Chain-of-custody appointments
Preparation may begin before collection.
This may include paperwork and collector allocation.
Reasonable completed costs may be deducted.
6. After sample collection
A full refund is not normally available.
Collection and administration costs may already exist.
Uncompleted elements may remain refundable.
7. After laboratory processing begins
Completed laboratory work cannot normally be cancelled.
A partial refund may apply to uncompleted services.
8. Incorrect test selection
Contact us immediately.
We may transfer payment to another test.
Price differences will be adjusted.
Changes may become impossible after processing begins.
9. Third-party rejection
No refund automatically applies following third-party rejection.
This applies where the ordered report was correctly supplied.
Refunds may apply where we supplied the wrong service.
10. Positive or negative results
Refunds do not depend upon the result.
No refund applies because results were unexpected.
11. Invalid or unsuitable samples
Repeat collection will usually be considered first.
A refund may apply where repetition is impossible.
A price reduction may apply where appropriate.
12. Lost or damaged samples
We will investigate lost or damaged samples.
Appropriate remedies may include:
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Repeat collection.
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Replacement kits.
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Another appointment.
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Reprocessing.
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Refunds.
13. Delayed results
Turnaround times are estimates.
Delay alone does not guarantee a refund.
We will assess unreasonable delays fairly.
14. Customer-caused failures
Additional charges may apply following:
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Sample tampering.
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Deliberate substitution.
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Ignored instructions.
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Missed appointments.
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False information.
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Incorrect test ordering.
Charges will remain reasonable.
15. Refund processing
Approved refunds use the original payment method.
We will submit refunds promptly.
Banks may require five to ten working days.
16. Statutory rights
Nothing within this policy affects statutory rights.
17. Contact details
Drug Test London
Email: enquiry@drugtest.london
Telephone: 0207 871 3015
Company number: 09835294
