Please understand that appointment times are limited and in high demand. When you book your appointment with us, you are holding a space on our calendar that is no longer available to our other customers. However, if you must cancel your appointment, we respectfully request at least 48 hours notice in order to allow another customer access to that appointment time.

Cancellations — 48 hours or more in advance will receive an 80% refund

Cancellations – 24 hours in advance will receive a 50% refund

Cancellations made within 24 hours will not receive a refund


The Mandatory Testing for Inbound Travel (Day 2 & Day 8). If you do not have the test, for any reason whatsoever (other than a failing on our part), the cost is non-refundable. Please note that if a positive test result is produced for a day 2 test the results will need to be sent for genomic sequencing in accordance with Public Health England requirements. By accepting these terms, you consent to this.

We are unable to cancel or refund remote testing e.g. ‘Virtual’ tests once they have been collected or dispatched and are therefore will be non-refundable.

How to Submit a Refund Request:

Refund requests must be processed via email, to request a refund, please email us with the below form:

[email protected] .

Your email must include our Refund Request Form, filled out in full.

Please allow 2-3 working for our refund team to respond to your request.

If your refund is approved, please allow up to 10 working days for this to be processed.

Refund requests are not processed via our phone lines, please DO NOT CALL to request a refund, email as per the cancellation email requirements above.