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Refund Requests



Cancellation Policy


You may cancel your order by contacting us by phone or, if the phone is not available, email at any time before 2 pm on the day your order is placed, or if your order was placed after 6 pm, before 1 pm on the day after your order is placed. After the times outlined above, we will not offer any refunds or cancellations, however, you may retain your test kit for future use.

We take no responsibility and offer no refunds for failures or delays in delivery of the test kits to you or your return of test kits to the lab, if caused by any service provider we have contracted for delivery including but not limited to FedEx and Royal Mail and other Couriers.

Travel Test Package cancellations after kit dispatch before arrival date (usually 3 days before Day 2 and 8 test) we offer 50% refund, cancellation of flight or change in travel arrangement should be notified before intended travel date.


I do not need to test anymore; can I get a refund?


You can cancel your appointment (collection centre and Sampler home visit only) up to 24 hours before your test slot to receive a full refund minus £45 admin fee. If your flight is cancelled and you no longer need your Fit to Fly booking, send us proof of your flight cancellation to receive a full refund minus £25 admin fee.

If your test has been shipped but you no longer wish to use it, we can offer a refund on receipt of the unused kit and return envelope, less postage and 25% administration and restocking fee. N.B.You can change your appointment time up to 24 hours before your time slot, free of charge, by contacting our customer service.

For Travel Test Package and Test to Release orders, we offer no refunds after the arrival date given during the purchase of the kits
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