Cancellation Policy

Our goal is to provide quality health care to all our patients in a timely manner. No-shows, late arrivals, and cancellations may inconvenience not only our providers, but our other patients as well. Please be aware of our policy regarding missed appointments. These cancellation policies are detailed further within our Terms and Conditions, and apply to bookings made from and including 18th January 2022. For bookings made before this time, please refer to the terms in force at the time of your booking.

Appointment Cancellation

When you book your appointment, you are holding a space on our calendar that is no longer available to our other patients. In order to be respectful of your fellow patients, please call us as soon as you know you will not be able to make your appointment.

If cancellation is necessary, we ask that you call or email at least 48 hours in advance of your test. Appointments are in high demand, and your advanced notice will allow another patient access to that appointment time.

For Day 2 & 8 Testing, your Passenger Locator reference number will be sent to you via email within 60 minutes of your booking.
If you do not receive your reference number within 60 minutes of your booking, please contact us by calling +44 (0) 121 392 7342, or by emailing

If you cancel your Day 2 or Day 2 & 8 test bookings, your Passenger Locator reference number will be invalidated, and we may be obliged by law to notify the relevant governmental authorities of this cancellation.

How to Cancel Your Appointment

If you wish to cancel your appointment, please email us on Alternatively, please call us at +44 (0) 121 392 7342 between the hours of 8am – 8pm Monday to Saturday; and 10am – 6pm on Sundays. 

We charge the following cancellation fees, depending on the type of test and when a request to cancel a booking is received by us:

If we receive a request to cancel a booking more than 48 hours prior to the applicable booking: we will cancel that booking and refund the cost to you, less a £35 cancellation fee; and

If we receive a request to cancel a booking 48 hours or less prior to the applicable booking: we will be unable to issue a refund to you for this cancelled test.

If you wish to cancel your Antigen test at any point in time following your booking, we will be unable to issue a refund to you.

No-Shows/Late Arrivals

A no-show is when a patient misses an appointment without cancelling.

If you are late for your appointment, you may be turned away in order to ensure other patients can be seen on time.

In both of the above scenarios, we reserve the right to charge the patient the full amount for their appointment.

Rescheduling Your Appointment

We understand that travel plans can change at short notice, so we try our best to support our patients during these uncertain times. Appointments can be rescheduled where possible before the appointment slot without incurring any charges.

However, if an appointment is rescheduled within 48 hours of the appointed time and the rescheduled booking is subsequently cancelled, we are then unable to issue a refund for this test.

COVID-19 Recovery Certificates

It is your responsibility to ensure that you meet the specific requirements of your destination/country/organisation if you wish to purchase a COVID-19 Recovery Certificate.

We may issue a refund if the proof which you have provided is insufficient to issue a valid recovery certificate, and if you are unable to provide valid proof of a positive Covid-19 test within our necessary terms.

We can not issue a refund from when a Certificate of Recovery has been sent to your provided email address. It is your responsibility to check that details on your certificate match your personal details and specific requirements.
If there are any issues with your certificate, please email us on

Please refer to Appendix E of our Terms and Conditions for any further information regarding Recovery Certificates.