General terms and conditions for laboratory services
These general terms and conditions for laboratory services govern the contractual relationship between :
- Laboratoires Réunis Luxembourg S.A., established and having its registered office at 38, rue Hiel, Z.A.C. Laangwiss, L-6131 Junglinster, registered with the Luxembourg Commercial Registre de Commerce et des Sociétés de Luxembourg under number B 200637 ("Laboratory")
And
- patients, doctors and other medical service providers (“Clients”).
1. Definitions
"Biological analysis" refers to diagnostic tests, including the following steps: collection of the sample, the laboratory test and the interpretation of the laboratory tests, all resulting in the biological profile.
"Caisse de maladie" means one of the public bodies responsible for health insurance in Luxembourg or abroad.
"Biological sample" is a specimen collected from the human body for laboratory testing.
"Customer Portal" is a secure, personal online service for patients and healthcare professionals. This service allows users to:
- View and download biological test results (available to doctors as the primary prescriber or as a carbon copy recipient;
- Receive notifications or results via SMS for specific biological analyses
- View and download invoices for medical tests performed.
- Receive SMS notifications regarding the availability of certain lab results and invoices, as well as payment deadline reminders
"Patient" refers to any individual whose biological sample is analyzed and assessed by the laboratory. This term also encompasses the legal guardian or representative in the case of a minor or an individual under legal protection.
3. Acceptance of requests for biological tests by the Laboratory
The Request for Biological Analysis sent to the Laboratory must include the following elements:
- The prescribing doctor's prescription, including the prescribing code for analyses covered by the CNS nomenclature;
- Patient information (full name, date of birth, and address) as stated on the application form;
- The biological specimen to be analyzed, specifying the date and time of collection if the sampling was not performed by the laboratory;
- The specific analysis requested;
- Clinical diagnosis (optional);
- A duly signed declaration of assumption of costs (for private pricing);
- Completed health questionnaires, where required for specific types of analysis;
- The patient’s phone number for registration on the Customer Portal.
Biological samples may be collected directly at the laboratory, at one of its collection centers, or at the patient’s home. Samples may also be provided by a medical facility, a physician, or self-collected by the patient. When biological samples are not transported via the Laboratory's own transport system, the sender is responsible for ensuring the samples are packaged and marked according to ADR (European Agreement concerning the International Carriage of Dangerous Goods by Road) provisions. Appropriate packaging materials are available from the Laboratory upon request.
Information on specific analyses or reports and instructions for use are available on the Laboratory's website on the page labo.lu/en/services/lab-tests. The forms (request and/or questionnaire) required to carry out a particular analysis are available to download from the same address.
The Laboratory reserves the right to refuse a biological analysis if the required information or documentation is missing, or if the sample fails to meet acceptance criteria. Such refusal does not entitle the patient to any compensation. However, in these instances, the patient may request a new analysis at no additional charge.
The timeframe for completing a request depends on the sample stability (storage life) and the validity of the prescription (refer to the Analysis Index on our website). Once this period expires, the file will be closed, and a new request must be submitted.
4. Performing biological analyses
Upon receipt of a sample, the Laboratory will use all reasonable endeavours to maintain standard processing times. The Laboratory shall inform the prescribing physician if an analysis cannot be performed due to incomplete requests or samples that fail to meet pre-analytical requirements.
The Laboratory is liable for the loss or deterioration of a biological sample only after it has been formally received. In such cases, the Client will be notified immediately.
Biological analyses are performed in accordance with the EN ISO 15189 international standard, which governs the quality and competence of medical laboratories.
The Laboratory reserves the right to subcontract specific analyses to another laboratory if it cannot perform them in-house, in compliance with applicable regulations. In these instances, the Laboratory remains the sole point of contact for the prescriber.
Test reports are sent to the prescribing physician and, upon request, to the patient. Results are delivered via postal mail or the Customer Portal.
Patients are advised that in certain settings, such as a doctor’s surgery or care facility, medical staff may have access to their personal data and results. Patients may object to the transmission of their results to the prescribing doctor, provided they submit a written objection at the time of collection or, at the latest, before the results are issued. In this case, the results will be delivered exclusively to the patient.
The prescribing physician remains solely responsible for the clinical interpretation of the results.
5. Responsibilities of the Laboratory
The Laboratory is bound by a duty of care (an "obligation of means") regarding the performance of Biological Analyses.
The Laboratory ensures the quality of its analyses, the security of its IT systems, and the confidentiality of patient data.
In its regular collaboration with subcontracting laboratories, the Laboratory utilizes a secure SFTP server to ensure the encrypted transmission of results.
The Patient may not claim damages for any prevention or delay in the Laboratory's performance caused by Force Majeure, Acts of God, or other external causes beyond the Laboratory’s reasonable control.
The Patient expressly indemnifies and holds the Laboratory harmless against any third-party claims or legal recourse arising from the performance of the Biological Analyses.
6. Privacy policy and processing of personal data
The "Protection of Patients' Personal Data" and "Confidentiality Policy" documents are available for consultation on the Laboratory's website via the links Privacy policy | Personal Data Protection on www.labo.lu.
7. Payment by the Patient
Certain requests for biological analyses are not covered by the health insurance funds, in accordance with these general conditions. The Laboratory will inform the patient in advance of the extent of the services that will be billed directly to them.
The biological tests concerned are payable by the patient to the Laboratory following receipt of the laboratory invoice, as indicated below.
The laboratory invoice can be paid using the following methods:
By transfer to the bank account:
Banque Internationale à Luxembourg (BIL)
IBAN: LU47 0024 1773 8544 9800
BIC: BILLLULL
By Visa or Mastercard or by visiting our main site located at 38, rue Hiel,
Z.A.C. Laangwiss, L-6131 Junglinster.
Online, via the website: Online Payment | Laboratoires Réunis, where secure access is provided for the payment of invoices by the following means: PayPal, Visa, Mastercard, Google Pay, Apple Pay, and Payconiq.
9. Applicable law and jurisdiction
These General Terms and Conditions are governed by and construed in accordance with Luxembourg law.
Any dispute regarding the validity, interpretation, or performance of these terms shall first be subject to an attempt at amicable settlement between the parties. Failing an amicable agreement, the courts of the Grand Duchy of Luxembourg shall have exclusive jurisdiction over any dispute between the Client and the Laboratory.