Now Test
View company profile →
To customers who have been let down - claim a refund!
I have already put up a review of the Covid testing services which this company provides – or fails to provide. In the months following their inadequate and incompetent efforts, I have pursued a refund via a chargeback on our debit cards. Although Nowtest challenged the chargeback, our claims have ultimately been successful as their challenge was as inadequate and incompetent as their “service”. They set a marker for their inadequacy by heading the challenge document as “compelling evidence for the chargeback”. In truth all the evidence was indeed for the chargeback, and it was, certainly, compelling. However, I think they probably intended to make a case against, rather than for, the chargeback. I would encourage all dissatisfied customers to raise a claim via debit or credit card companies. Nowtest defend their position by quoting selectively from their terms and conditions. Unfortunately for them the claims made by such selective quotes are demolished by the full text and context. The terms and conditions are nonsense anyway, as they refer constantly to an “app” – and the Nowtest interface is clearly not an app but an interactive website. References to Apple and Google app store terms and conditions clearly show that Nowtest’s t&c are for an entirely different, and probably imaginary, product. Key elements that customers might use to support a refund are that Nowtest say they will inform you of delays beyond their control, and that if they do so they will not be responsible for those delays. Given that they don’t appear to inform customers at all, they must therefore be responsible for delays beyond their control. It goes without saying that delays within their control are their responsibility. So, if you didn’t hear from them (no response to emails, telephone calls etc) they cannot avoid responsibility. Nowtest also make much of not guaranteeing turnaround times and delivery. This can’t stretch beyond a reasonable delay. Nobody could suggest that a delay of weeks was acceptable – not even Nowtest, I imagine. Their lack of guarantee wouldn’t stretch that far. A day’s delay might be acceptable, but delays extending beyond the quarantine time clearly render the service unfit for purpose. In our case, the height of absurdity was Nowtest’s contention that if we had committed a crime they would not be responsible for refunding our money. They didn’t actually say that we had committed a crime – that would have been libellous, as we hadn’t – but for some inexplicable and unsupportable reason they introduced this suggestion as a potential justification for denying a refund. It is obvious from the reviews here that this company should be avoided by all. If, like me, you were misled by the idea that their appearance on a government site was some indication of quality and you paid them for an inadequate service, then fight for a refund. They may well refuse – but fight via your credit or debit provider if that is how you paid. It is hard work – Nowtest put up a 22 page document to defend against our claims – but they lost. It took many hours of effort on our part to explore the misleading, inaccurate and false statements they made to deny our refunds, but I believed it necessary to try to limit their assault on normal standards of trade. Note to Nowtest: If you are tempted to comment, as you do in so many cases, “We are sorry that your experience was not to the level you were expecting” there is no need. This review relates to your actions after the failure to supply and process tests. It applies to the period when you did live up to our expectations by being just as incompetent and inadequate as we thought you would be.