Terms & Conditions

Last updated: 21 October 2026

Welcome to trusti. These Terms & Conditions (“Terms”) govern your use of our websites, www.trustitests.com and www.trustitests.co.uk (together, the “Website”), and your purchase of products from Trusti Diagnostics Ltd.

Please read these Terms carefully before placing an order. By placing an order through our Website, you agree to these Terms. Nothing in these Terms affects your statutory rights as a consumer.

1. About Us

The Website is operated by Trusti Diagnostics Ltd (“trusti”, “we”, “us” or “our”), a company registered in England and Wales.

These Terms apply to purchases made by individual consumers through our Website. Business-to-business purchases, wholesale supply and distribution arrangements are subject to separate agreements.

2. Eligibility

To purchase products from trusti, you must:

  • Be at least 18 years old.

  • Be legally capable of entering into a binding contract.

  • Provide accurate and complete information when placing an order.

  • Have a delivery address within the United Kingdom.

Our testing products are intended for use only by individuals who meet the eligibility requirements and intended-use criteria specified in the relevant product instructions.

You must not purchase or use a testing product in a manner inconsistent with its instructions, warnings or stated intended purpose.

We reserve the right to decline or cancel an order where we reasonably believe these requirements have not been met, subject to applicable consumer law.

3. Our Products and Services

trusti offers at-home sexual health testing products, including rapid diagnostic tests for sexually transmitted infections, alongside merchandise and access to related support services.

The products available for purchase, their prices and their relevant specifications are displayed on our Website.

Our rapid testing products are designed to allow eligible users to collect samples and interpret their own results at home, in accordance with the instructions provided with each product.

Depending on the product and availability, customers may also access follow-up support, clinical consultations or treatment services through our healthcare partners.

Information about these services is available at www.trustitests.com/care.

Products and services may change over time. We will not make changes to an accepted order without an appropriate legal basis or your agreement where required.

4. Important Medical Information

4.1 Nature of our testing products

Our rapid testing products are medical devices intended for use in accordance with their accompanying instructions.

Each test has specific performance characteristics, limitations and intended uses. Customers should carefully read all instructions, warnings and product information before using a test.

4.2 Accuracy and limitations

No diagnostic test is completely accurate in all circumstances.

Depending on the product, factors such as incorrect sample collection, improper storage, testing too soon after exposure, use outside the intended population or failure to follow instructions may affect results.

A negative result does not necessarily exclude infection, particularly where testing takes place during a period in which an infection may not yet be detectable.

A positive result may require confirmation through an appropriate healthcare service before diagnosis or treatment.

Customers should refer to the product instructions for specific information about accuracy, sensitivity, specificity, testing windows and result interpretation.

4.3 Interpreting results

Customers are responsible for following the instructions supplied with their testing products, including the prescribed procedure and timeframe for interpreting results.

Where a result is positive, invalid, inconclusive or inconsistent with symptoms or a known exposure, customers should seek appropriate medical advice.

If you experience symptoms of a sexually transmitted infection, you should seek medical advice even if your test result is negative.

4.4 Not a substitute for professional medical advice

Information provided through the Website is intended for general educational and informational purposes. It does not constitute personalised medical advice, diagnosis or treatment.

The Website is not an emergency medical service.

If you require urgent medical assistance, contact NHS 111 or an appropriate urgent care service. In a life-threatening emergency, call 999.

Nothing in these Terms limits any legal rights or protections relating to medical devices, product safety or healthcare services.

5. Clinical Support and Treatment

5.1 Access to healthcare partners

trusti works with third-party healthcare partners, including Serefin Inc. and TribElle Inc., to facilitate access to certain clinical support and treatment services.

Depending on the service, customers may be able to contact a healthcare professional, arrange a consultation or access treatment through the links and instructions provided on our Website.

The availability, eligibility criteria, scope and cost of any such services will be communicated through the relevant service information or provider.

5.2 Independent clinical responsibilities

Where clinical consultations, prescribing, dispensing or treatment are provided by a third-party healthcare provider, that provider is responsible for delivering its services in accordance with applicable professional and legal obligations.

Clinical decisions, including whether to prescribe medication or recommend further testing, are made by appropriately authorised healthcare professionals and are not guaranteed by trusti.

Access to treatment is subject to clinical assessment, eligibility and availability. Purchasing a trusti test does not guarantee a prescription or access to any particular medication.

5.3 External platforms

Some services may require customers to leave the trusti Website and access a platform operated by a healthcare partner.

Where this occurs, the partner may have its own terms and privacy information, which customers should review before using the service.

trusti is not responsible for the independent clinical decisions or services of third-party providers, except to the extent that responsibility arises under applicable law or from obligations undertaken by trusti.

Nothing in this section excludes liability that cannot lawfully be excluded.

6. Placing an Order

Customers may purchase products directly through our Website without creating an account.

To complete an order, you will be required to provide information including your name, delivery address, email address and payment details.

Our Website uses Shopify to facilitate online transactions.

By placing an order, you confirm that the information supplied is accurate and that you are authorised to use the selected payment method.

After placing an order, you will receive an acknowledgement by email. This acknowledgement does not necessarily mean your order has been accepted.

A binding contract is formed when we send you confirmation that your order has been accepted or dispatched, whichever occurs first.

We reserve the right to decline an order for legitimate reasons, including product unavailability, suspected fraud, payment failure or an obvious pricing error. If payment has already been taken for an order we cannot fulfil, we will refund the relevant amount.

7. Prices and Payment

All consumer prices are displayed in pounds sterling (GBP) and include VAT where applicable, unless clearly stated otherwise.

Any delivery charges will be displayed before you confirm your order.

Payments are processed through Shopify Payments and its supported payment providers.

We do not ordinarily receive or store your complete payment card details.

Prices may change without notice, but changes will not affect orders that have already been accepted.

If an obvious pricing error is identified before acceptance, we may contact you to confirm whether you wish to proceed at the correct price.

8. Delivery and Shipping

8.1 Delivery locations

We currently deliver products to addresses within the United Kingdom only.

8.2 Standard delivery

Our standard delivery timeframe is approximately 1–5 days, subject to product availability, delivery location and carrier operations.

Standard delivery is free for orders with a qualifying value above £20.

For orders not qualifying for free delivery, the applicable standard shipping charge will be displayed at checkout.

8.3 Express delivery

Customers may select an express delivery option for £8, using a First Class tracked postal service.

Express delivery does not guarantee delivery by a particular date unless expressly stated at checkout.

8.4 Delays and delivery issues

We will take reasonable steps to deliver products within the timeframe communicated at checkout.

Where a delivery is delayed, we will inform you where reasonably practicable and work to resolve the issue.

Your statutory rights concerning late delivery remain unaffected, including rights available under the Consumer Rights Act 2015.

Unless otherwise agreed, goods must be delivered without undue delay and within 30 days after the contract is entered into.

8.5 Risk and ownership

Responsibility for loss of or damage to goods passes to you when you, or a person identified by you other than the carrier, takes physical possession of them.

Ownership of goods passes to you once we have received payment in full and the goods have been delivered.

If your order is missing, damaged or delivered incorrectly, please contact contact@trusti.ca.

9. Cancellations, Returns and Refunds

9.1 Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers generally have the right to cancel an eligible online purchase within 14 days after receiving their goods, without giving a reason.

This right is subject to certain statutory exceptions.

9.2 Sealed testing products

For health protection and hygiene reasons, sealed testing products that are unsuitable for return once unsealed may not be eligible for cancellation after their protective seal has been broken following delivery.

Where this statutory exception applies, the cancellation right is lost once the product is unsealed.

Unused testing products that remain appropriately sealed may be returned within the statutory cancellation period, subject to applicable law.

This does not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.

9.3 Merchandise

Merchandise purchased through our Website may generally be returned within the statutory cancellation period, subject to any applicable legal exceptions.

Customers may inspect products to the extent reasonably necessary to establish their nature, characteristics and functioning. We may make a deduction from a refund where permitted by law if unnecessary handling has diminished the value of returned goods.

9.4 How to cancel or request a return

To exercise your cancellation rights, please email contact@trusti.ca with your name, order number and a clear statement that you wish to cancel.

You may use the following wording:

“I hereby give notice that I cancel my contract for the purchase of the following goods: [product and order number].”

You do not have to use this exact wording.

Where cancellation is permitted, goods should be returned within 14 days after you notify us of your decision to cancel.

For change-of-mind cancellations, customers are responsible for the direct cost of returning goods, unless we agree otherwise or applicable law requires us to bear the cost.

Please contact us for return instructions before sending products back.

9.5 Refunds

Where you validly cancel an order under your statutory cancellation rights, we will refund the amount paid for the returned goods, together with the original standard delivery charge where required by law.

Additional delivery charges arising from your choice of an enhanced delivery service are not generally refundable beyond the cost of our least expensive standard delivery option.

Refunds will be issued within the legally required timeframe, generally no later than 14 days after we receive the returned goods or evidence that they have been sent back, whichever is earlier.

Refunds will ordinarily be made to the original payment method.

9.6 Faulty, damaged or incorrect products

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for their intended purpose and as described.

If a product is faulty, expired on arrival, damaged, incorrectly supplied or otherwise fails to meet these requirements, please contact contact@trusti.ca.

Depending on the circumstances and your statutory rights, you may be entitled to a refund, replacement or another appropriate remedy.

We will bear reasonable return costs where required by law in connection with faulty or non-conforming goods.

Nothing in these Terms restricts your statutory consumer rights.

10. Discounts and Promotional Offers

trusti may offer promotional discounts, student pricing, discount codes, referral promotions, gift cards or other special offers.

Promotional offers may be subject to additional conditions, including eligibility requirements, expiry dates, product exclusions and limits on combining discounts.

Any material conditions will be communicated when the offer is made.

We reserve the right to withdraw or amend promotional offers prospectively, subject to applicable law and without affecting accepted orders or existing contractual rights.

We may decline the use of a promotional code where there is reasonable evidence of fraud, misuse or failure to satisfy the published eligibility requirements.

11. Privacy and Personal Information

We respect the sensitive nature of sexual health and the importance of protecting customer privacy.

Our handling of personal information is governed by our Privacy Policy and applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

When you purchase products or use our Website, we may process personal information necessary to fulfil orders, communicate with you, provide customer support and operate our services.

Customers ordinarily interpret their rapid-test results independently. trusti does not routinely request or retain individual test results or clinical consultation records as part of the standard product purchase process.

Where customers access clinical support through third-party healthcare providers, the collection, use and retention of health information will depend on the relevant service and the parties’ respective data protection responsibilities.

Further details will be provided in our Privacy Policy and, where applicable, the healthcare provider’s privacy information.

Nothing in these Terms grants trusti ownership of customers’ personal health information or overrides their statutory data protection rights.

12. Third-Party Websites and Services

Our Website may include links to third-party services and platforms, including Shopify, Calendly and independent healthcare providers.

These services may be governed by their own terms, privacy policies and operational requirements.

We are not responsible for the availability, content or independent activities of third-party websites that we do not control.

However, nothing in these Terms removes any responsibility we may have under applicable law for services we provide, arrange or contract to deliver.

Customers should review the relevant third-party terms before using external services.

13. Intellectual Property

The trusti name, branding, logos, product imagery, Website content, written materials, designs and other intellectual property displayed on our Website are owned by or licensed to Trusti Diagnostics Ltd or its licensors.

These materials are protected by applicable intellectual property laws.

You may access and use the Website for personal, lawful and non-commercial purposes.

You must not reproduce, distribute, modify, sell, commercially exploit or otherwise use our intellectual property without prior written permission, except where permitted by law.

No rights to our trademarks or other intellectual property are transferred to you through the purchase of a product or use of the Website.

14. Acceptable Use of the Website

You agree not to:

  • Use the Website for unlawful or fraudulent purposes.

  • Interfere with the security, integrity or operation of the Website.

  • Attempt to gain unauthorised access to our systems or customer information.

  • Introduce malicious software or harmful code.

  • Misrepresent your identity or provide fraudulent information.

  • Reproduce or commercially exploit Website content without authorisation.

  • Use the Website in a manner that infringes the rights of others.

We may restrict access to the Website where reasonably necessary to protect our customers, systems, intellectual property or legal interests.

15. Website Availability and Information

We aim to keep our Website accessible and the information it contains accurate and up to date.

However, access may occasionally be interrupted for maintenance, technical issues or circumstances beyond our reasonable control.

Product descriptions and general health information may be updated to reflect new information, regulatory requirements or product changes.

Customers should always follow the instructions supplied with the particular product they receive.

Nothing in this section excludes any legal obligation to provide accurate product information or supply goods that conform to their description.

16. Liability

Nothing in these Terms excludes or limits our liability for:

  • Death or personal injury caused by our negligence.

  • Fraud or fraudulent misrepresentation.

  • Breach of obligations that cannot lawfully be excluded.

  • Defective products where liability arises under applicable product liability legislation.

  • Any other liability that cannot be excluded or restricted under applicable law.

We are responsible for foreseeable loss or damage caused by our breach of these Terms or failure to exercise reasonable care and skill where required.

Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by both you and us when the contract was formed.

We do not exclude or limit liability for defective or unsafe products, failure to meet statutory consumer standards or other matters protected by law.

We are not generally responsible for losses that are not reasonably foreseeable, or for losses arising solely from circumstances outside our control where we have complied with our legal obligations.

Our products are supplied for domestic and private use. We are not responsible for business losses arising from unauthorised commercial use of consumer products, except where applicable law provides otherwise.

17. Events Outside Our Reasonable Control

We will not be responsible for delays or failures caused by events outside our reasonable control, provided we take appropriate steps to minimise their impact and comply with our legal obligations.

Such events may include severe weather, disruption to transport networks, industrial action or major infrastructure failures.

If an event significantly affects our ability to fulfil your order, we will communicate with you and explain the available options.

Your statutory rights, including applicable cancellation and refund rights, remain unaffected.

18. Complaints and Customer Support

We want customers to feel confident purchasing and using our products.

For questions, complaints, delivery issues, refunds, product safety concerns or other enquiries, please contact:

Email: contact@trusti.ca

Company: Trusti Diagnostics Ltd

Registered office: 27 Old Gloucester Street, Holborn, London, WC1N 3AX, United Kingdom

For urgent medical concerns, please contact an appropriate healthcare professional or NHS service rather than relying on our customer support email.

We will take reasonable steps to investigate complaints and respond appropriately.

19. Changes to These Terms

We may update these Terms to reflect changes in our products, services, operations or applicable law.

The most recent version will be published on our Website with its effective date.

Changes will not retrospectively alter the terms of an accepted order unless permitted by law or agreed with you.

Where legally required, we will provide appropriate notice of material changes.

20. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales.

If you are a consumer resident in Scotland or Northern Ireland, you retain the benefit of any mandatory consumer protections applicable in your country of residence.

You may bring legal proceedings in the courts of the part of the United Kingdom in which you reside, where applicable law permits.

21. General Provisions

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

Our failure to enforce a provision immediately does not mean we waive our right to enforce it later.

We may transfer our rights and obligations under these Terms where permitted by law, provided that doing so does not reduce your rights or protections.

These Terms do not create rights for third parties except where expressly provided or required by law.

22. Contact Us

For any questions about these Terms, please contact:

Trusti Diagnostics Ltd

27 Old Gloucester Street
Holborn, London
WC1N 3AX
United Kingdom

Company Number: 17054212

Email: contact@trusti.ca

Websites: www.trustitests.com | www.trustitests.co.uk


Last updated: 21 October 2026