Refund policy and FAQ's

I have ordered a test kit but do not wish to proceed. Will I be charged?
An admin fee of £29 will be charged if you wish to cancel the order after it is processed. We operate a 7-day service so this will also apply to orders placed on weekends too. If you've used Shopify, PayPal and Stripe you will not be refunded the card processing fee for the use of their service. This is typically up to 3% of the transaction fee. Likewise if you use LayBuy or Split-it your refund will depend on their terms and conditions. Their fees are typically up to 5% of the transaction fee and in addition to the fees charged by Shopify, PayPal and Stripe. Kindly read their T&Cs before using these payment gateways. Kindly read our Terms and Conditions page for more detailed information on our refund policy. 

I am unable to attend my appointment/want to cancel my appointment. What should I do?
Please inform us immediately if you are not able to attend the appointment offered or want to cancel your appointment. We have a 48-hour cancellation policyAn admin fee of £29 will be charged if you wish to cancel the order after it is processed. We operate a 7-day service so this will also apply to orders placed on weekends too. If you've used Shopify, PayPal and Stripe you will not be refunded the card processing fee for the use of their service. This is typically up to 3% of the transaction fee. Likewise if you use LayBuy or Split-it your refund will depend on their terms and conditions. Their fees are typically up to 5% of the transaction fee and in addition to the fees charged by Shopify, PayPal and Stripe. Kindly read their T&Cs before using these payment gateways. Kindly read our Terms and Conditions page for more detailed information on our refund policy. 

I do not have a GP referral. Can I self-refer?
Certainly! You do not need a referral from your NHS GP or a consultant to use our services.

I am looking for a service that is not listed. What should I do?
Please contact us by completing our get in touch form providing information of the service you require, where you are based and how soon you need the results. 

I am having treatment at another clinic. May I use your services?
Yes, of course you can. You will receive your results via email or our secure online portal. You can then share your results with your doctor.

I am a registered patient and I need to upload information to my patient records. How can I do that?
Please upload your results to the patient portal.

I have received a home test kit but need to reorder as I was unable to collect the required amount of sample needed to do the test. Will I be charged?
You will be charged an admin fee of £29 to reorder the test kit.

Will the data I share with you be kept confidential?
Of course! We will only share your information with providers of services that you have requested. We may contact you from time to time but you can unsubscribe at anytime if you are no more interested in our services. Please read our privacy policy for further information.

 

Please refer to our Terms and Conditions page for more detailed information on our refund policy.

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