Terms of service

STI TEST LONDON TERMS OF SERVICE

Last updated: 13 July 2026

1. About these terms

This website is operated by AIS Health Ltd.

STI Test London is a brand of AIS Health Ltd.

Throughout these terms, “we”, “us”, and “our” mean AIS Health Ltd.

These terms apply to sexual health testing services.

They also apply to sample collection and reporting.

By ordering, you agree to these terms.

Other policies also form part of your agreement.

These include our:

Privacy Policy.
Refund Policy.
Sample Processing Policy.
Appointment and cancellation terms.

Nothing within these terms affects statutory consumer rights.

2. Our services

Our services may include testing for:

Chlamydia.
Gonorrhoea.
HIV.
Syphilis.
Hepatitis.
Herpes.
Trichomonas.
Mycoplasma genitalium.
Ureaplasma.
Human papillomavirus.
Bacterial vaginosis.
Candida.
Other sexual health conditions.

Available tests vary between products.

Product pages explain included infections and sample types.

3. Medical limitations

Testing does not replace urgent medical assessment.

Seek urgent care for serious symptoms.

These may include:

Severe pelvic pain.
Severe testicular pain.
Heavy bleeding.
Collapse.
Severe fever.
Pregnancy-related pain.
Serious allergic reactions.

Call 999 during life-threatening emergencies.

Contact NHS 111 when urgent advice is required.

4. Symptoms

Some tests suit people without symptoms.

Symptoms may require clinical examination.

Symptoms may also require additional testing.

Seek medical advice for:

Genital ulcers.
Genital lumps.
Pelvic pain.
Testicular pain.
Persistent discharge.
Painful urination.
Unexplained bleeding.
Fever.
Rash.
Pregnancy concerns.

A test alone may not identify every cause.

5. Window periods

STI tests have different window periods.

Testing too early may produce false reassurance.

Window periods vary by infection and method.

Product pages may provide general guidance.

You remain responsible for collection timing.

Repeat testing may be recommended after recent exposure.

6. Exposure dates

You should provide accurate exposure information.

This information may affect interpretation.

It may also affect recommended testing dates.

Do not deliberately provide false information.

7. Test coverage

No single STI test detects every infection.

A urine test may not assess every anatomical site.

Some exposures require:

Throat swabs.
Rectal swabs.
Vaginal swabs.
Urine samples.
Blood samples.
Lesion swabs.

You should select appropriate sample sites.

Seek clinical advice when uncertain.

8. Previous treatment and medicines

Recent antibiotics may affect some results.

Antiviral medicines may also affect testing.

You should disclose relevant treatments when requested.

Do not stop prescribed medicines without medical advice.

9. Vaccination and immunity testing

Vaccination may affect some antibody results.

Previous infection may also affect antibody testing.

Results should be interpreted within clinical context.

10. Sample collection

You must follow all supplied instructions.

Incorrect collection may reduce test reliability.

Home samples must use supplied containers.

Clinic staff may refuse unsafe collections.

Samples must identify the correct tested person.

11. Sample suitability

A sample may be unsuitable because of:

Insufficient volume.
Incorrect sample type.
Leakage.
Contamination.
Incorrect labelling.
Missing information.
Delayed transport.
Incorrect storage.
Laboratory quality concerns.

The laboratory confirms final suitability.

12. Result turnaround times

All turnaround times are estimates.

They are provided for guidance only.

Results may arrive earlier or later.

Turnaround usually begins after laboratory receipt.

The sample must also be suitable.

Times may exclude weekends and bank holidays.

Delays may occur because of:

Confirmation testing.
Laboratory workload.
Specialist review.
Quality-control procedures.
Missing information.
Sample problems.
Courier disruption.
Equipment failure.

13. Positive results

Positive results may require medical follow-up.

Some results may require confirmation.

We may recommend treatment or clinical review.

Treatment availability varies by infection.

Treatment is not included unless clearly stated.

You should inform relevant sexual partners appropriately.

Specialist services may assist with partner notification.

14. Negative results

A negative result may not exclude recent infection.

It may also not exclude untested infections.

Symptoms may still require medical assessment.

Repeat testing may be appropriate.

15. HIV results

Some HIV results require confirmation.

Preliminary reactive results are not final diagnoses.

Confirmation testing may extend turnaround times.

Urgent clinical support may be recommended.

16. Confidentiality

Sexual health information is highly sensitive.

We process information under our Privacy Policy.

Results are normally sent electronically.

You must provide a secure email address.

You must protect your account credentials.

We may verify identity before releasing results.

17. Testing another person

You must not submit another person’s sample deceptively.

You must have lawful authority where ordering for others.

Appropriate consent may be required.

18. Children and young people

Age restrictions may apply.

Additional consent arrangements may be required.

We may decline unsuitable online orders.

Clinical services may be recommended instead.

19. Pregnancy

Pregnancy may affect clinical urgency.

Some infections require prompt pregnancy care.

Seek medical advice following positive results.

Do not rely solely upon online testing.

20. Treatment

Treatment may require medical assessment.

It may require allergy and medicine information.

Treatment may be unsuitable during pregnancy.

Treatment may also require partner management.

We may refer you to another service.

21. Appointments

Appointment availability varies by location.

Late arrivals may require rebooking.

Missed appointments may incur reasonable charges.

Clinics may change appointments when necessary.

22. Orders and payment

You must provide accurate information.

We may decline orders for legitimate reasons.

These may include:

Clinical unsuitability.
Age restrictions.
Missing consent.
Fraud concerns.
Service unavailability.

Prices appear in pounds sterling.

23. Third-party providers

We use laboratories, clinics, and couriers.

We remain responsible where legally required.

Provider disruptions may affect services.

24. Cancellations and refunds

Refund rights depend upon service progress.

Our Refund Policy provides full details.

Different rules may apply after:

Kit dispatch.
Appointment attendance.
Sample collection.
Laboratory registration.
Laboratory processing.
Medical review.
Treatment preparation.

25. Liability

We provide services using reasonable care and skill.

We do not exclude legally protected liability.

We do not exclude liability for:

Death caused by negligence.
Personal injury caused by negligence.
Fraud.
Fraudulent misrepresentation.
Statutory rights.

We are not responsible for avoidable collection errors.

We are not responsible for testing outside suitable windows.

This applies where clear guidance was provided.

We are not responsible for untested infections.

We are not responsible for missed personal deadlines.

26. Complaints

Please email info@stitest.london.

Include your order number and requested outcome.

27. Governing law

These terms are governed by English law.

Consumers retain mandatory local protections.

28. Contact details

STI Test London
A brand of AIS Health Ltd

4th Floor, Silverstream House
45 Fitzroy Street
Fitzrovia
London
W1T 6EB

Email: info@stitest.london

Telephone: 0207 871 3015

Company number: 09835294

STI TEST LONDON SAMPLE PROCESSING POLICY

Last updated: 13 July 2026

1. Purpose

This policy explains sample processing and repeat testing.

It applies to clinic and home samples.

2. Sample types

Samples may include:

Blood.
Urine.
Vaginal swabs.
Throat swabs.
Rectal swabs.
Genital swabs.
Lesion swabs.
Other biological samples.

The ordered test determines the sample required.

3. Customer responsibilities

Follow all supplied instructions.

Provide accurate personal details.

Use the correct sample container.

Collect from the correct anatomical site.

Return samples promptly.

Follow storage instructions carefully.

4. Collection timing

Some samples require specific timing.

You may need to avoid urinating beforehand.

You may also need to avoid washing.

Product instructions may specify preparation.

Incorrect timing may reduce reliability.

5. Anatomical sites

Infections may occur at different sites.

One sample may not detect every site.

You must collect every ordered sample.

Do not substitute one swab for another.

6. Blood samples

Blood samples may become unsuitable because of:

Haemolysis.
Clotting.
Insufficient volume.
Incorrect tube use.
Leakage.
Delayed transport.
Temperature exposure.

Repeat collection may become necessary.

7. Urine samples

Urine tests may require first-catch urine.

Midstream samples may be unsuitable for some tests.

Insufficient volume may prevent analysis.

Overfilled containers may leak.

8. Swab samples

Swabs must contact the correct area.

Insufficient contact may reduce detection.

Swabs must enter the correct transport tube.

Broken or dry swabs may be rejected.

9. Sample rejection

Samples may be rejected because of:

Incorrect labelling.
Missing information.
Leakage.
Contamination.
Insufficient material.
Incorrect sample type.
Delayed return.
Laboratory quality concerns.

10. Window periods

A suitable sample can still be collected too early.

Early testing may not detect recent infection.

Repeat testing may therefore be recommended.

This does not necessarily indicate laboratory failure.

11. Lost or damaged samples

We will investigate reported sample problems.

We may contact couriers or laboratories.

Appropriate remedies may include:

Replacement kits.
Repeat collection.
Another appointment.
Reprocessing.
Refunds or price reductions.

12. Laboratory processing

Processing may include:

Registration.
Sample preparation.
Molecular testing.
Antibody testing.
Antigen testing.
Culture.
Confirmation testing.
Scientific review.
Reporting.

13. Reactive or equivocal results

Some results require confirmation.

Terms may include:

Reactive.
Equivocal.
Indeterminate.
Borderline.
Inconclusive.

These results are not always final diagnoses.

Further samples may be needed.

14. Repeat testing

Repeat testing may involve:

Reanalysis.
Another sample.
Another anatomical site.
Confirmation testing.
Another test method.
Specialist referral.

15. Replacement kits

Free replacements may apply where:

Kits arrive damaged.
Essential components are missing.
Samples are lost by providers.
Correctly collected samples fail unexpectedly.
Laboratories request recollection.

16. Additional charges

Charges may apply where customers:

Ignore clear instructions.
Use expired kits.
Provide incorrect information.
Miss appointments.
Request unnecessary repetition.

Charges will be explained beforehand.

17. Turnaround times

Turnaround times remain estimates.

They begin after suitable laboratory receipt.

Confirmation testing may extend reporting.

18. Medical urgency

Do not await routine results during emergencies.

Seek urgent care for severe symptoms.

19. Privacy

We handle sample information confidentially.

Identity checks may occur before result release.

20. Statutory rights

Nothing within this policy affects statutory rights.

21. Contact details

Email: info@stitest.london

Telephone: 0207 871 3015

STI TEST LONDON REFUND, CANCELLATION AND REPLACEMENT POLICY

Last updated: 13 July 2026

1. Requesting a refund

Email info@stitest.london.

Include:

Your full name.
Your order number.
The tested person’s name.
The cancellation reason.
The service stage reached.

2. Before service begins

A full refund will usually apply where:

No kit was dispatched.
No appointment occurred.
No sample was collected.
No laboratory work began.
No medical review began.

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 cancellation charges may reflect clinic costs.

Missed appointments may not receive refunds.

We will offer alternatives following our cancellations.

5. After sample collection

A full refund is not normally available.

Collection costs may already have been incurred.

Uncompleted service elements may remain refundable.

6. After laboratory processing begins

Completed laboratory work cannot normally be cancelled.

A partial refund may apply to uncompleted elements.

7. Incorrectly ordered tests

We may transfer payment to another test.

Price differences will be adjusted.

Changes may become impossible after processing.

8. Testing too early

No refund automatically applies for early testing.

This applies where window guidance was clearly provided.

Repeat testing may require another purchase.

Discretionary discounts may sometimes be offered.

9. Unexpected results

Refunds do not depend upon results.

No refund applies because results were positive.

No refund applies because results were negative.

10. Unsuitable samples

Repeat collection will usually be considered first.

A refund may apply where repetition is impossible.

11. Inconclusive results

An inconclusive result does not automatically indicate failure.

Repeat testing may be clinically appropriate.

A price reduction may apply where repetition is impossible.

12. Lost or damaged samples

We will investigate sample loss or damage.

Appropriate remedies may include:

Replacement kits.
Repeat appointments.
Reprocessing.
Refunds.

13. Delayed results

Turnaround times are estimates.

Delay alone does not guarantee a refund.

We will assess unreasonable delays fairly.

14. Treatment orders

Treatment cancellation rights depend upon preparation.

Dispensed or supplied medicines may be non-returnable.

Faulty or incorrect medicines remain protected.

Separate prescribing terms may apply.

15. Customer-caused failures

Charges may apply following:

Ignored instructions.
Incorrect sample collection.
False personal information.
Missed appointments.
Use of expired materials.

Charges will remain reasonable.

16. Refund processing

Approved refunds use the original payment method.

We will submit refunds promptly.

Banks may require five to ten working days.

17. Statutory rights

Nothing within this policy affects statutory rights.

18. Contact details

STI Test London

Email: info@stitest.london

Telephone: 0207 871 3015

Company number: 09835294