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PCR testing firm Randox forced to give customers clearer information on wait times and refund rights following talks with the regulator

Assistant Editor – News & Investigations

Created 3 December 2021 | Edited 24 March 2022

PCR travel test provider Randox Health, one of the largest firms in the sector, has changed its terms and conditions to be clearer on when customers can expect tests and results to arrive and when they can cancel an order and claim a refund after intervention by the competition watchdog.

The Competition and Markets Authority (CMA), the markets regulator, said it had raised concerns with Randox as part of its ongoing engagement with the PCR testing sector. It follows a review of the sector by the CMA earlier this year which found better provider listings and stricter monitoring were needed to protect consumers.

The added clarity in Randox's terms and conditions comes just days after the Government brought back the requirement for fully vaccinated travellers to take a 'day two' PCR test after arriving in the UK, amid concerns over a new coronavirus variant. See our Coronavirus travel rights guide for the latest rules and restrictions.

Randox's terms are now clearer and more detailed

As a result of the CMA's action, Randox has reviewed its terms and conditions and has changed them to:

Give clearer information on when it will provide PCR tests and results. For example, its terms now say customers can expect delivery of testing kits within "within 6 working days of the date of order" and that PCR test results will be sent "within 48 hours of receiving of your sample" at the lab.
Improve notification of customers' legal rights on cancellations and refunds. For example, by making it clear they have a right to a 14-day 'cooling off' period to cancel and get a full refund where Randox hasn't yet processed the order (or a partial refund if it has).
Remove terms that could suggest customers aren't entitled to compensation if things go wrong.

If you're going abroad, see our How to find the cheapest Covid tests for overseas travel guide.

What does the CMA say?

CMA chief executive Andrea Coscelli said: "I am pleased that Randox has agreed to change its terms, which means consumers benefit from their legal rights to cancel and get a refund, and are not stopped from pursuing compensation if there is a problem."However, it's essential that all companies play by the rules and treat people fairly. We are clear that, if they fail to do so, they risk facing enforcement action from the CMA or Trading Standards."