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6 Dec 2021

Randox improves terms and conditions on refunds, cancellations and liability - after Which? Travel investigation

The Competition and Markets Authority (CMA) persuaded test provider to change terms that suggested customers can't get compensation

The UK's biggest Covid testing provider, Randox, has made changes to its terms on cancellations, refunds and liability.

Which? Travel reported in October that we thought that some of its terms and conditions were unfair and unenforceable.

We presented our findings to the CMA, which raised concerns with Randox.

As a result the test provider has made several improvements. These include giving clearer information to customers, improving notification of customers' legal rights on cancellations and refunds and removing terms that suggest customers aren't entitled to compensation if things go wrong.

Randox responds

Randox told us: 'We welcome the role played by the CMA, with our full cooperation, in ensuring that consumers continue to get a fair deal during the Covid emergency.

'Randox has been happy to engage fully with the CMA from the outset to ensure in the interests of its customers while the company delivers millions of Covid-19 PCR tests to facilitate vital international travel against the changing requirements of governments.'

CMA investigates Covid test providers

This isn't the first time the CMA has engaged with Covid test providers. In August 2021 it published an open letter reminding them of the need to comply with consumer law on prices, refunds and service.

It also sent letters to 25 PCR providers, warning them to review their terms and conditions - and other practices - or risk facing enforcement action.

It currently has formal investigations open into two PCR providers, Expert Medicals and Dante Labs.

How to pick a reliable Covid test provider

The current rules for entry to the UK require that even fully vaccinated travellers have to take a PCR test on or before day 2 after their arrival. You're not allowed to leave self-isolation until you have a negative result, so it's more important than ever to chose a firm that won't let you down.

We looked at 50 of them to find the most reliable and cheapest day 2 test providers.