Terms and Conditions

  1. Service
    1. Purpose: To determine the presence of COVID-19 virus including various strains/variants in a correctly, properly returned and intact swab sample, using the sample collection kit provided. The test will be performed using an evaluated COVID-19 testing procedure accepted by Public Health England.
    2. “You” are the customer and have either accessed our website, entered one of our clinics or called our telephone number and you intend to place or have placed an order for our Service.
    3.  Throughout our Service, website and during any telephone call or written correspondence between you and us these terms and conditions along with our Privacy policy will apply. If there is any conflict between these Terms and any terms or conditions found elsewhere on our website, or in any written or verbal communication between you and us, these Terms will prevail.
    4. By purchasing our Service you are giving CTC and its partner laboratories your informed consent to perform the tests you have ordered. Service may be facilitated by third party subcontractors, servants or agents, professionally trained who will abide by your strict protocols, health and safety and privacy requirements.
    5. Services are offered subject to availability at the time of booking. CTC reserves the right to cancel, reschedule appointments or deliveries, but CTC will aim to accommodate the client, where possible.
    6. Please note that the service that CTC provides does not include collection from your address. If you are purchasing a Home Test Kit, it is your obligation to arrange for the Home Test Kit to be returned to CTC to fit your time scale. Such time scale or time frame is your prerogative and not the obligation of CTC.
    7. Time is not of the essence in this contract and CTC do not accept any responsibility or liability for any losses arising if the test result is not provided to you within your required timescale, which may have been stipulated by third parties. Please note any such time frames are subject to privity of contract, between you and the third party, and to which CTC are therefore not bound. CTC will use its reasonable endeavours to perform its obligations detailed below as soon as practically possible. All timescales are a guide, simply because it is impossible to cover all eventualities with duties and responsibilities covered by third parties such as couriers and laboratory, and delays in processing the tests, if for example a test is rejected due insufficient sample etc…
    8. CTC may suggest a number of reputable couriers to assist the customer in fulfilling their obligation of getting the test to CTC or partner laboratories within the required time frame, this is done as a gesture of goodwill to you, but ultimately it is the obligation of the customer to ensure the test gets to CTC or its partner laboratories in good time. These couriers are not acting as employees, servants or agents of CTC, and as such, do not have any actual or ostensible authority on behalf of CTC, nor will vicarious liability for their actions attach to CTC. CTC will not be held responsible for their service with regard to the delivery of Samples to CTC on your behalf.
    9. Failure to comply with any of your obligations in this agreement is an anticipatory breach, inter alia. It will render performance of CTC obligations under contract impossible and you are therefore committing a repudiatory breach. In such circumstances, CTC is entitled to accept your repudiation and choose to be no longer bound by the contract and relinquish all and any liability that CTC may have had to you for the service.
    10. CTC offer the following Covid-19 Testing services:
      • Mandatory Day 2 and Day 8 International Arrival Civid-19 (PCR) Tests. Booked online on our website;
      • Fit to Fly Certificate Covid-19 PCR Test and
      • Release from isolation on Day 5 Covid-19 PCR Test.
  2. Your Obligations
    1. The sample must be taken by you in line with our operating procedures as detailed in the instructions provided to you and available on NHS website and youtube portals on how to take a swab, details. This includes both throat and nasal swab. If, for any reason, you are not able to provide a sample as per the procedure we cannot guarantee that the sample provided will be suitable for analysis and a valid result forthcoming and CTC accepts no responsibility for losses arising in such circumstances.
    2. It is crucial that you provide the necessary information to register your tests in accordance with the registration process as detailed in our instructions and available on our website, as without it, CTC and our partner laboratories will not be able to provide you with results. You will not be able to receive your results if you have not registered your tests online. By submitting a sample to CTC or our partner laboratories you are consenting to the testing of that sample.
    3. In order to meet these requirements you must follow the instruction supplied with your testing kits.
    4. Please arrange delivery via courier of your completed kit to the address printed on the Return Envelope.
    5. Please ensure your chosen courier is able to handle biological samples according to UN3373 requirements. We recommend you select a tracked service.
    6. CTC may provide return label if purchased or as a Goodwill gesture. In this case you may prefer to use provided label.
    7. It is your obligation to ensure that the sample is returned to CTC or its partner laboratories with sufficient time for CTC to be able to test the sample and provide you with result. CTC will aim to provide results 12-48 hours once sample is received at our Laboratory. This time frame is subject to change, and is approximate only, noting the above provision that time is not of the essence. Guide for turnaround for tests is usually 24hours from the point the test reaches the lab.
    8. This agreement dictates the terms regarding the agreement. CTC are not bound to adhere to any time frames that you require or may be set by a third party.
    9. Should Covid 19 restrictions be in place in your area when you are seeking to return a sample to CTC, if you are not legally able to travel, you must ensure that the sample is delivered by an alternative means. This is not the responsibility of CTC and no liability will attach in this regard.
    10. CTC is not a travel agent and does not provide travel advice. It is your obligation to establish the requirements for travel for your journey. Different countries have different requirements. CTC are not liable for any losses arising because you have not met your travel requirements.
  3. CTC Obligations
    1. CTC and its partner laboratories will make every reasonable endeavour to analyse your sample and to provide you with a results report. However, on rare occasions, anomalies can occur during laboratory analysis, for example, issues with sample collection or processing errors. CTC will endeavour to identify and correct any such issue. Additional samples may be required, if remaining sample is insufficient for repeat analysis. And as a consequence, results/reports may be delayed. CTC will not be held accountable or liable for delays with testing that is outside of their control.
    2. Following receipt of your sample, we will make every reasonable endeavour to provide your test results within a reasonable timeframe following our laboratory receiving your sample. Delivery dates for test results are approximate only and CTC will not be held liable for any delay in delivery, particularly in light of global shortages in raw materials and the unprecedented level of demand for our services in the current challenging circumstance, as well as subject to further terms in this agreement. You acknowledge that you will receive your results to the email address provided by you when booking your test. It is your responsibility to ensure that CTC has the correct email and location address.
    3. CTC offers a ‘clinical service’ and will only offer a refund where they are required to by law. If you use the reference number provided by CTC to fill the passenger locator form, CTC reserves the right to deny refund requests. If you need to contact us directly in relation to an outstanding refund or any queries with regards to your booking, please do so via review@expertdoctors.uk
  4. Provision of our COVID-19 Testing Kits
    CTC will not be liable for any loss or damage (including refunds) suffered by you due to:
    1. Failure by you to enter your correct email and the UK delivery address when booking the test on our website resulting in you not receiving the travel test package booking reference number to complete the passenger locator form;
    2. Incorrect use of any test kits by you;
    3. Failure to follow instructions provided and available on our website;
    4. Failure to provide information for the kit to be assessed by the laboratory as per instructions provided
    5. Failure to enter a correct email, or failure to register with travel information required to process the test.
    6. Failure to follow instructions to post the test kit to the laboratory;
    7. Posting the kit without postage;
    8. Posting the kit without taking the test;
    9. Failures or delays by third parties used in connection with the provision of our Covid-19 testing service such as the postal system, couriers and our partner laboratories;
    10. Reliance on any guidance on travel regulations by us. It is your responsibility to comply with the current travel regulations in force.
    11. If you do not receive your confirmation, please check your spam or junk email before contacting us.
    12. Please review the booking carefully and ensure all the details are accurate and correct. Please carefully check the correct UK postal address details have been entered to ensure your test kits can be delivered to you. Use capital letters when entering your UK postcode.
    13. You are reminded when you book a Covid testing package it means that you have accepted the full terms and conditions of booking.
  5. Liability/Statutory Rights
    1. Nothing in these terms or conditions excludes or limits the liability of CTC or its partner laboratories as follows:
      1. for death or personal injury caused by our negligence
      2. under section 2 of the Consumer Protection Act 1987
      3. for fraud or fraudulent misrepresentation
      4. by the conditions implied under section 12 of the Sale of Goods Act 1979
      5. by the conditions implied under section 2 of the Supply of Goods and Services Act 1982.
    2. CTC shall not be liable to you for any loss of profit, loss of business, loss of opportunity, loss of goodwill, or any claims for indirect compensation whatsoever, which may arise out of, or in connection with, the use of the goods or services provided. Where you are being provided with these goods and services as a consumer, our total liability in contract, tort, misrepresentation or otherwise; arising in connection with the performance of these conditions, shall be limited to losses which are a foreseeable consequence of the failure to comply with these terms and conditions only. Different limitations may apply where you have ordered testing kits for resale to third parties, or are otherwise operating as a business, and these terms are without prejudice to any separate terms that apply in that context, which would have been communicated to you at the point of sale.
    3. Any time frames alluded to above are approximate only and subject to change. Time is not of the essence in this contract and CTC do not accept any responsibility or liability for losses arising as a result of any delay, if the test result is not provided to you within your required timescale as may be set by you or any third party. Without prejudice to the generality of the foregoing, this limitation is to include claims for losses where you have been unable to travel or work.
    4. CTC will not be held liable for any losses arising as a result of your failure to adhere to your obligations or follow instructions as set out in this contract.
  6. Refunds Policy & Returns Policy
    We operate a strict no refund and returns policy with no exceptions however, this will be discretionary to offer any refund on a case by case basis and investigation carried out by the refunds and disputes team. Any despatched kits for self-test that are unused will NOT be refunded under any circumstances due to health and safety reasons. Therefore, once booked, the Covid testing kits are non-changeable and non-refundable.
    1. If the test booking reference number (CTCCK number) has been generated by us and sent to you we cannot provide a refund.
    2. We cannot provide a refund for leakage from the sample collection bottle or missing swab. In these circumstances a replacement item will be dispatched on request.
    3. We will not provide a refund if you have not received your test kit by day 2 of your isolation. The day 2 and day 8 tests can be undertaken on or after day 2 and 8.
    4. We cannot provide a refund for delays in receipt of the testing kits or results from the laboratory as a result of factors outside of our control such as delays in the postal system or delays in processing the kits by the laboratory.
    5. We do not provide a refund if the test has been rejected or inconclusive. The customer is entitled to submit a request for another test within 7 days of results notification. If another test is done after an inconclusive or rejected one, that tests counts and supersedes the rejected and inconclusive one.
    6. We cannot provide a refund as a result of one or more of the failures at paragraph 2 above.
    7. We cannot provide a refund due to delays in the support team’s communication, if you have submitted a support ticket.
    8. Any change in travel plans informed after their date of arrival will not be entertained and a refund will not be issued in that case subject to the discretion of CTC.
    9. You cannot terminate the contract, in accordance with paragraph 5, between us if 6.1 has occurred.
      Please click on Refund Policy to review the full document
    10. CTC does not issue refunds if the test kits have been delivered late by the couriers or if the tests are processed with delays by the laboratory Oncologica and others. Claims for delays against couriers should be taken against the couriers themselves and claims with respect to the delays caused by the laboratory, should be taken up against Oncologica lab, which provides the government accredited testing service.
    11. If a customer purchases testkits from another provider due to delays of couriers and delivery, and CTC testkits have been despatched we will not issue a refund. This is because testkits have been prepaid in advance of customers order, and returning the testkits can cause damage to the testkits and contamination issues. 
    12. Any onsite booking appointments which have been missed are non-refundable. Changes cannot be made to onsite bookings once they have been made as a resource has been allocated to the bookings. If a change is needed, the booking is cancelled and the payment is non-refundable. A new booking can be made subject to availability. If the customer fails to register their travel information within 24 hours  the onsite booking is cancelled and non-refundable. 
  7. Restrictions
    1. CTC does not condone or encourage any breach of Covid-19 restrictions. You must consider the current legislated position in your area at the time of booking. It is your responsibility to ensure that your Obligations under contract as listed above are not in breach of local laws or restrictions. CTC will not be held liable should any restrictions apply to you and you are unable to meet your obligations, this applies in circumstances where these restrictions change after the date of booking the Service, rendering you unable to perform your obligations.
    2. If due to Covid-19 restrictions, you are not able to travel to return your sample then it is your obligation to arrange an alternative means for the sample to be returned to CTC or their partner laboratories to meet your timeframe.
  8. How we will use your personal information
    1. We will use the personal information you provide to us:
      • to provide Covid-19 testing services to you as detailed at paragraph 2.10 above ; and
      • to process your payment for the services.
    2. We may also, with your agreement, use certain of the personal information you provide to us to market to you. By using our services, you agree that we may use your data relating to you on an anonymous aggregated basis.
    3. Where you provide us with special types of personal information, we will only process such information in so far as it is necessary in order to provide you with health care or treatment or to comply with the law. We will not process this information for any other purpose without your express consent.
    4. We will only give your personal information to third parties if it is necessary to complete the service you have requested from us, with your consent or where the law either requires or allows us to do so.
    5. We will only retain your personal information for as long as is necessary to provide the services to you.
  9. Termination of Contract
    1. Under the Consumer Contracts Regulations 2013, you have the right to cancel this contract within 14 days without giving any reason. This only applies where contracts are agreed away from our premises or where we are not both physically present. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

      Please note the termination of contract provisions are not applicable if the service has already been provided in accordance with paragraph 3 and 4 above, and the booking reference has been used to travel, as an organisation we are responsible to provide information about your testing and quarantine to Public Health England.

      You can make contact with us in one of the following ways to cancel the contract:

      • Email us: support@covidtravelclinics.com

    2. We will refund you the price you paid for the services as soon as possible provided you have informed us within 14 days of ordering or paying for the service.
    3. Notice of termination will be effective from the date and time of receipt.
    4. Please note termination of the contract between us is subject to paragraph
    5. and our refund policy shown above.
  10. Applicable Law
    1. Any dispute or legal issue arising from our terms of business will be determined by English law to the exclusive jurisdiction of the English courts.
  11. Equality and Diversity
    1. We are committed to promoting equality and diversity in all of our dealings with clients, third parties and employees. Please contact us for a copy of our equality and diversity policy.
  12. Data Protection
    1. We use the information you provide primarily for the provision of Covid-19 testing to you and legal and regulatory compliance.
    2. Our use of that information is subject to your instructions, the Data Protection Act 1998, General Data Protection Regulation and our duty of confidentiality. You have a right of access under data protection legislation to the personal data that we hold about you.
    3. CTC shall not be held liable for any failure to perform its obligations under this contract, if it is prevented or delayed in performing those obligations by an event of force majeure, without prejudice to the generality of the foregoing, such events may include the following:
  13. Force Majeure
    CTC shall not be held liable for any failure to perform its obligations under this contract, if it is prevented or delayed in performing those obligations by an event of force majeure, without prejudice to the generality of the foregoing, such events may include the following:
    1. Adverse events (such as, but not limited to, fires, explosions, earthquakes, drought, tidal waves and floods);
    2. War, hostilities (whether war be declared or not), invasion, act of foreign enemies, mobilisation, requisition, or embargo;
    3. Rebellion, revolution, insurrection, or military or usurped power, or civil war;
    4. Contamination by radio-activity from any nuclear fuel, or from any nuclear waste from the combustion of nuclear fuel, radio-active toxic explosive, or other hazardous properties of any explosive nuclear assembly or nuclear component of such assembly;
    5. Riot, commotion, strikes, go slows, lock outs or disorder, unless solely restricted to employees of the Supplier or of his Subcontractors; or
    6. Acts or threats of terrorism.
    7. Supply or delivery restrictions arising as a result of governmental Pandemic response.
    8. Any supply/delivery limitations arising out of an Act of Government, or with respect to any border travel, customs delay or trade restrictions arising as a result of Brexit.
  14. Severability
    The unenforceability or invalidity of any clause in this Agreement whether in whole or in part, shall not have an impact on the enforceability or validity of any other clause. Any unenforceable or invalid clause shall be regarded as removed from this Agreement to the extent of its unenforceability and invalidity at the finding of a competent Court.
  15. Rights of Third Parties
    1. A person who is not a party to this agreement shall not be entitled to enforce any of its terms.I

Refund Policy

Before seeking a refund for a purchase, please read the following Refunds & Cancellations Policy to clarify whether you are entitled to one. You must contact CTC to begin the refunds process and must seek approval of this (and must send back any received test kits) to the specified mailing returns address. 

Please read the rules specific to each product and service offered by CTC:

General policy for all services offered by CTC:

  1.  As a general policy, a refund will bee issued only when there is a cancellation 7 days  before the date testkits are to be despatched due to exceptional circumstances and at the discretion of the accounts team when evaluating each case.
  2. We will not issue refunds where CTC was not at fault for loss of service. In cases such as:
    1. Mail delay;
    2. The customer fails to provide the correct arrival date and UK delivery address;
    3. The customer does not assign their test’s swab date and time on the Laboratory  system;

If any of the above apply, the Company reserves the right to deny a refund request. We will endeavour to do our best to investigate all refund claims. 

  1. We will not refund for any test kits where the barcode has already been allocated to a customer and/or has already been sent for testingd

Refund Policy

The Testing for International Arrivals Day 2 and Day 8 Home Quarantine Kits (TFIA):

The sale of this product is highly regulated by the UK government. It is based on Government legislation and, as an official provider of this product, we have to abide by very strict rules about how it is provided to customers, how we monitor its use, when it is used, and its daily reporting to the government.

Anyone who purchased a Day 2 and Day 8 Home Quarantine kit must abide by the following:

  1. All international arrivals must perform both tests – Day 2 and Day 8.
  2. The only circumstance in which a traveller can leave home quarantine early is if they take a Test To Release on or after Day 5 and the test result is negative. The traveller is still required to perform the Day 8 test unless they leave the country after Day 5 but before Day 8.
  3. The customer must not perform the Day 8 test before their actual Day 8. Date of arrival into the UK is Day 0.

Where we will refund both kits:

  1. If a customer is travelling from a country that has moved from the green or amber list onto the red list and the customer must hotel quarantine, then we will refund the amount assuming no kits have been dispatched.  
  2. If the customer is denied entry to the UK we will refund the order in full assuming the test kit has not yet been despatched. 
  3. Once the customer has received the Passenger Locator Number they are legally allowed to enter the country if they satisfy all other entry conditions. In order to avoid the possibility that someone enters the country and subsequently cancels their testing kits, there will be no refunds issued on these tests and cancellation requests will not be accepted after the Passenger Locator Number has been issued. If the kit is yet to be dispatched, we will amend the dispatch to suit the customers rearranged travel plans. If the kit has already been dispatched, the kit will be available at the delivery address to use by the buyer when needed.

Single test kits cannot be refunded at the moment if bought together with a Day 8 test. The tests are sold as a bundle for arrivals from Amber list countries. Arrivals from Amber list countries are subject to the full 11 day isolation period (10 days, with day of arrival as Day 0).

Day 2 tests are required to go through genomic sequencing if positive, which is a costly process. As such, the costs of these tests are higher than others.

Where we will refund Day 8 kits:

  1. If the customer is arriving to the UK from a destination that has now been moved from the amber to green list prior to their use, then we will refund the cost of the Day 8 kit or the difference paid over the cost of the Day 2 test. The Day 8 kit will need to be returned to CTC before a refund can be issued.

Where we will replace kits:

  1. If there are issues with delivery and the customer does not receive their kit before day 4, we will dispatch a replacement kit if this is not a fault of the customer. In any case where it is a fault of the customer, there may be a charge for a replacement kit.

Where we will not refund:

  1. This product is sold as a single package consisting of both tests. The products are not currently sold separately. This may change in the near future. As such, we cannot refund for a single Day 2 or a single Day 8 test within an order. Please note that while the products are dispatched together, the responsibility falls on the customer to perform their tests on the right dates.
  2. Day 8 tests may not be exchanged for a Fit To Fly or Test to Release. This is a complex product driven by government legislation and we are required to register every single booking with the Department of Health and Social Care. If the customer chooses to leave the country after Day 2 (and a Test to Release), we are unable to refund for the unused Day 8. This may change should we introduce a separate Day 2 and Day 8 offering.
  3. The customer must make every effort to read the instructions fully and to make the Company aware of any issues prior to sending back any test kits. The Company may deny a refund if the customer failed to perform the test on the correct day or posted the test on the incorrect date.
  4. Tests cannot be interchanged, swapped, or given to someone else – they are sold to an individual at the time of booking and a specific test vial allocated according to strict government regulations. Results are submitted to the Government on a daily basis and we must submit results for each customer if they had used the booking confirmation reference number on the Passenger Locator Form when entering the UK.
  5. Refunds will be denied to any customer that has already used the Booking Reference Number supplied at the point of purchase on their Passenger Locator Form (PLF). If the customer has already landed in the UK they must use the test kits already dispatched to them, or supply reasonable evidence to support the refund request. In the case a refund request is granted at the discretion of the Company, any and all test kits already dispatched to the customer must be returned before the refund can be processed.
  6. If a customer is exempt from buying the test but has been forced to buy a test before travelling or on arrival to the UK, they should seek reimbursement from their employer or the party that is requesting their travel under that exemption. The full list of exempt jobs is here. As we must report all purchases made against the booking reference numbers we supply to the Government, we cannot refund in this case.

Day 2 – Arrivals from Green list countries:

The sale of this product is highly regulated by the UK government. It is based on Government legislation and, as an official provider of this product, we have to abide by very strict rules about how it is provided to customers, how we monitor its use, when it is used, and its daily reporting to the government.

Anyone who purchased a Day 2 Test must abide by the following:

All international arrivals from a Green listed country must perform this test on or before Day 2 after their arrival. Current legislation applies even to those who have been vaccinated.

Where we will replace kits:

If there are issues with delivery and you do not receive your kit before day 4, depending on the reason, we will get a replacement kit to you if this is not a fault of the customer. In any case where it is a fault of the customer you may be charged for a replacement kit.


Where we will refund: 

  1. If the customer is denied entry to the UK we will refund the order in full assuming the test kit has not yet been despatched. If any dispatch has occurred, test kits must be returned to CTC before a refund can be processed. The customer must provide proof of being denied entry.
  2. Once the customer has received the Passenger Locator Number they are legally allowed to enter the country if they satisfy all other entry conditions. In order to avoid the possibility that someone enters the country and subsequently cancels their testing kits, there will be no refunds issued on these tests and cancellation requests will not be accepted after the Passenger Locator Number has been issued. If the kit is yet to be dispatched, we will amend the dispatch to suit the customers’ rearranged travel plans. If the kit has already been dispatched, the kit will be available at the delivery address to use by the buyer when needed.

Where we will not refund:

  1. This product is not exchangeable for other products. This is a complex product driven by government legislation and we are required to register every single booking with the Department of Health and Social Care.
  2. Day 2 tests cannot be interchanged, swapped, or given to someone else – they are sold to an individual at the time of booking and a specific test vial allocated according to strict government regulations. Results are submitted to the Government on a daily basis and we must submit results for each customer if they had used the booking confirmation reference number on the Passenger Locator Form when entering the UK. Any barcode registered to the order will bear the details of the person for whom they have been purchased.
  3. The customer must make every effort to read the instructions fully and to make the Company aware of any issues prior to sending back any test kits. The Company may deny a refund if the customer failed to perform the test on the correct day or posted the test on the incorrect date.
  4. Refunds will be denied to any customer that has already used the Booking Reference Number supplied at the point of purchase on their Passenger Locator Form (PLF). If the customer has already landed in the UK they must use the test kit already dispatched to them, or supply reasonable evidence to support the refund request. In the case a refund request is granted at the discretion of the Company, any and all test kits already dispatched to the customer must be returned before the refund can be processed.
  5. If a customer is exempt from buying the test but has been forced to buy a test before travelling or on arrival to the UK, they should seek reimbursement from their employer or the party that is requesting their travel under that exemption. As we must report all purchases made against the booking reference numbers we supply to the Government, we cannot refund in this case.

Test to Release – Day 5

The sale of this product is highly regulated by the UK government. It is based on Government legislation and, as an official provider of this product, we have to abide by very strict rules about how it is provided to customers, how we monitor its use, when it is used, and its daily reporting to the government.

We will not be responsible in providing a refund for the delays in the couriers and laboratory processing the tests. The customer takes on the responsibility of the risks associated in doing the Test to Release in terms of couriers and delays in testings.

Sales of Test to Release are final. No refunds will be offered, with the following exceptions:

  1. If a customer has tested positive on Day 2 and are therefore ineligible for Test to Release, we may grant a refund upon return of any dispatched by mail kits. For clinic appointments, cancellation must be requested as soon as the customer has received their positive test results and preferably within 24 hours of their appointment.

If a customer has booked from a destination that was not on the Red List at the time of booking but has since been moved onto the Red List, they will no longer be eligible for Test to Release. A refund will be granted if the proper evidence is presented. This will not affect customers that have already landed before the country had been moved to a Red List.

General Policy:
In-Clinic / Onsite Appointments

  1. Any onsite booking appointments which have been missed are non-refundable. Changes cannot be made to onsite bookings once they have been made as a resource has been allocated to the bookings. If a change is needed, the booking is cancelled and the payment is non-refundable. A new booking can be made subject to availability. If the customer fails to register their travel information within 24 hours  the onsite booking is cancelled and non-refundable.
  2. If the customer arrives late, the onsite booking will be cancelled, subject to discretionary 

*These terms are subject to change at the discretion of CTC and without notice.