Cancellation & Refund Policy

1. Cancellations and Refunds

1.1 Right to Cancel

You have the legal right to cancel your order within 30 days from the date you receive your order confirmation email, provided the testing kit has not yet been dispatched. If the kit has already been dispatched, you may still cancel, but a £6 (including VAT) fee will apply to cover the cost of the non-reusable kit, which will be deducted from your refund.

1.2 Exceptions to Cancellation Rights

Your right to cancel does not apply if:

1. You have already had a sample taken at a clinic, lab, or home visit arranged by Medimob;
2. You failed to attend a confirmed phlebotomy appointment;
3. You have already sent your sample to the laboratory for analysis;
4. The 30-day cancellation period has expired.

1.3 How to Cancel

To cancel your order:

1. Email your cancellation request to [email protected], clearly stating your intention to cancel and the reason (though the reason does not affect your right to cancel).
2. Or call our customer service team to process your cancellation.

Your cancellation is effective from the date you send the email, provided it is submitted before midnight on the final day of the cancellation period.

1.4 Refund Process

If you cancel within the cancellation period and are eligible for a refund:

1. We will process your refund within 10 Working Days, deducting any applicable charges (e.g., the £6 kit fee if dispatched).
2. Original shipping costs are non-refundable.
3. Refunds will be issued to the original payment method, though we may offer a gift card as an alternative (subject to gift card terms).

1.5 Cancellation Fees for Nurse Home Visits

If you booked a home phlebotomy visit, the following charges apply:

1. No charge if cancelled/rescheduled with more than 72 hours’ notice.
2. £30 fee if cancelled/rescheduled with less than 72 hours’ notice.
3. £60 fee for same-day cancellations, no-shows, or missed appointments.

These fees compensate for the reserved appointment slot and phlebotomist’s time.