This policy explains when you can cancel and get a refund. It forms part of our Terms of Service. Nothing in it affects your statutory rights.
1.1 Your 14-day right to cancel. You can cancel a blood test order within 14 days of the date we confirm your order by email.
1.2 Before your kit is dispatched. If you cancel before your kit has been sent, you will receive a full refund.
1.3 After your kit is dispatched. If you cancel after your kit has been sent but before you have activated it, we will refund you less £10.50 to cover the cost of the kit, which cannot be reused. Any additional postage you paid for is not refundable once the kit has been sent.
1.4 When you can no longer cancel. You cannot cancel once you have activated your kit or sent your sample to the laboratory, because the testing service has begun.
1.5 Activating your kit. Please activate your kit before you collect your sample. If a sample cannot be analysed because the kit was not activated, a replacement kit and a laboratory administration charge will apply.
2.1 If the laboratory cannot analyse your sample, we will offer one free retest per order. Depending on what was missed, this will be a full retest or a smaller test covering the missing markers. Where possible, we will explain what went wrong and give you tips for your next sample.
2.2 If a finger-prick sample fails and you would prefer not to repeat it, you can switch your free retest to a venous sample instead. The laboratory analysis remains free, but you pay the blood draw fee directly to the partner clinic, phlebotomist or nurse you choose.
2.3 This does not apply where a sample fails because the kit was not activated (clause 1.5).
Blood draw appointments booked with our partner clinics or home-visit nurses are provided by those partners. Cancellations and refunds for draw appointments are handled under the partner's own terms.
4.1 You can cancel a consultation for a full refund up to 24 hours before your appointment.
4.2 Consultations cancelled less than 24 hours before the appointment are not refundable.
4.3 If you do not attend, or have not completed your medical questionnaire, required blood tests and identity verification at least 48 hours before your appointment, we may cancel or reschedule your consultation and the fee will not be refunded.
4.4 The consultation fee is not refundable if, after your consultation, your clinician decides that treatment is not appropriate for you.
If you have bought a doctor's review of your results, you can cancel for a full refund until the clinician has started the review.
Dispensed medication cannot be returned to a pharmacy, so we cannot offer returns or refunds on medication once it has been dispensed. The only exception is where our clinician has made a prescribing error.
7.1 You can cancel a membership within 14 days of joining without giving a reason. If you asked us to start providing services during that period, we will deduct a proportionate amount for services already provided, including any medication dispensed.
7.2 After the 14-day period, the six-month minimum term, notice periods and refunds for clinical reasons are set out in clause 7 of our Terms of Service.
8.1 To cancel, contact our patient support team through our contact page or by email at contact@harringtonclinic.co.uk. You do not need to give a reason. Notice sent by email is effective from the time you send it, so you are in time if you email before midnight on the last day.
8.2 We will refund you within 14 days of accepting your cancellation, using the payment method you used. If that method is no longer available, we will refund you by another method agreed with you.