Refund policy


  1. You may cancel your order at any time before a sample collection kit has been dispatched to you and receive a full refund.
  2. Once your testing kit has been despatched, you have up to 30 days to cancel the order. To cancel your order, please contact the customer care team on 03450 600 600 or use our contact form here.
  3. This cancellation right does not apply if:
    1. you have already had a sample taken at a clinic, laboratory or at home as arranged by us
    2. you have failed to attend a confirmed appointment for phlebotomy arranged in connection with your test;
    3. you have already sent your sample to the laboratory for analysis;
    4. or the 30-day cancellation period has expired.
  4. Your legal right to cancel a Contract starts from the date you receive the Acceptance Confirmation (the date on which we e-mail you to confirm our acceptance of your order). Your 30-day deadline for cancelling the Contract in relation to any testing kit that has been despatched starts from when you receive the confirmation email that the testing kit has been despatched.
  5. To cancel a Contract, please submit your cancellation request here stating that you wish to cancel and the reason for the cancellation. Alternatively, you may call our customer service team to arrange the cancellation. Your reason for cancellation will not affect your right to cancel the order.
  6. If you send us your cancellation request by e-mail or support ticket, then your cancellation is effective from the date you send us the e-mail. For example, you will have given us notice in time as long as you send your email before midnight on the last day of the cancellation period.
  7. If you cancel your Contract within the cancellation period and you are entitled to a refund we will refund you the price you paid for the Product(s) within 10 Working Days. Additional postage purchased is non-refundable.
  8. We will refund you to the payment method used by you to pay. We may offer you a gift card as an alternative. Gift card terms and conditions apply.
  9. For our nurse home visits, the following cancellation charges apply:
    1. If you cancel or rearrange with more than 48 hours notice there is no charge.
    2. If you cancel or rearrange with less than 48 hours notice there will be a £30 charge.
    3. If you cancel or rearrange on the day of your appointment or do not attend your appointment there will be a £55 charge.