If you’ve received a kit but no longer want to do your test, email firstname.lastname@example.org to request a refund.
Your refund will be a maximum of 50% of the original charge. This is to cover the cost of your kit, administration, postage and packaging, as the kit is classed as medical equipment and can’t be reused (even if it’s unopened). If your sample has been received by the Laboratory, and /or we have made available your results, then no refund will be available.
If you choose to have a virtual coach appointment, please note that if you cancel or change your appointment 72 hours or less prior to your appointment time, the full order charge will be non-refundable and non-transferable. This also includes if you do not attend the appointment at the allotted time.
Should you subsequently decide to book a clinic based assessment, this will be treated as a separate booking. No offset discount will be available against the home kit, these are treated as 2 separate products.
If you inform us that the test kit received is damaged, not received, or defective, we shall send you a replacement, or, at our sole discretion, refund you the charge.
The validity of the home kit will expire after 60 days, so you are required to collect and post your blood sample well within that period.