Cancellation Refund Policy

1) For tests booked to be taken at Covid Test London Clinic locations

​We will not process a refund for any arrival test where the Passenger Locator Number for that test has been issued. Please be aware that this process occurs automatically after you complete checkout, a confirmation email with your details and unique test codes, per test purchased, are sent to your billing email.

If you have already paid online, your booking can be cancelled by contacting us on this email info@covidtestlondon.co.uk. Please provide the following information and we will refund if it is due to fault in our service:-

  • Reason for Refund
  • Receipt number
  • Booking website URL
  • Order number
  • Date and Time of Appointment (not applicable to home kits)
  • Date of booking
  • Time of booking
  • Test type
  • Number of tests booked
  • Last four digits of card number that was used to book
  • Name on card

We may ask you for more information.

Any cancellation prior to 24 hours the test will incur £15.00 Admin charges. Any request of cancellation after within or after 24 hours period of your booking will incur £25.00 Admin fees.

Whether your refund is after deducting our £25 refund admin fee per person is dependent on the conditions above. However, not all situations can be covered and each will be considered on merit. In general, we will only refund in full if there is a fault in our service. If a refund is applicable, we levy a £25 refund admin charge per person unless we have failed to deliver. For all other situations, this charge will be levied. Once PLF Number has been issued there will be no refunds.

The test result will be deemed to be delivered once your test results have been made available to you by email. Please ensure that you check the junk or spam folder of your email as well as your inbox. If your inbox is full or there is an issue with it and we are unable to send, there is no refund applicable.

​2) For Home-Kit Test Orders

Once a home test kit has been purchased, as we have issued

For day2 lateral flow homekits, there is no refund applicable unless we have failed to deliver the kit.

For all other homekits order, we levy a £25 refund admin fee per person to cancel any order where :-

  • You decide to cancel
  • A kit has been delivered for your test
  • If you cannot provide your return mail royal mail tracking number to show your return sample has gone missing
  •  your sample has not already gone to the laboratory for processing.

If you wish to cancel your order, please write to email info@covidtestlondon.co.uk. Please provide the following information, if a refund is appropriate:-

  • Reason for Refund
  • Receipt number
  • Booking website URL
  • Order number
  • Date and Time of Appointment (not applicable to home kits)
  • Date of booking
  • Time of booking
  • Test type
  • Number of tests booked
  • Last four digits of card number that was used to book
  • Name on card​

If you send us your cancellation request by e-mail, we will endeavour to process your cancellation appropriately as soon as possible after receiving your email and providing no further information is required from you.

Whether your refund is after deducting our £25 refund admin fee is dependent on the conditions above. However, not all situations can be covered and each will be considered on merit. In general, we will only refund in full if there is a fault in our service. Once PLF Number has been issued there will be no refunds.

If your kit is lost prior to delivery to you or lost on the way back(which you must evidence by providing the royal mail tracking reference number on your return ) we will refund. However, we will track your parcel from when we posted it and if it has been delivered, there is no refund applicable. If the sample does not arrive back at our clinic and you track your parcel on the royal mail tracking system which shows it is lost then we will refund. If you cannot prove that your sample was lost in the post on return or you have not retained your tracking number we will not refund.

We will only refund you on the credit card or debit card used by you to pay for the test(s)

Test result provided by PHE/CQC approved UKAS accredited, ISO 15189 2012 Laboratory.
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