Cancellation & Refund Policy

Cancelling a booking

You can cancel a booking free of charge any time before the sample is collected, directly from your dashboard under "My Bookings". Once a sample has been collected, the booking can no longer be cancelled because lab processing has begun.

Rescheduling

Need a different time? You can reschedule to another date and slot before collection, at no extra cost.

Refunds

• If you paid online and cancel before collection, the full amount is refunded to your original payment method.
• If our phlebotomist is unable to collect your sample due to a reason on our side, you are entitled to a full refund or a free re-collection.
• Refunds are typically processed within 5–7 business days, depending on your bank or payment provider.

Partial or failed collections

If a sample cannot be processed by the lab (for example, an insufficient sample), we will arrange a free re-collection at the earliest convenient slot.

How to request

Most actions are self-service from your dashboard. For anything else, reach us via our contact page with your booking ID.