Question about my refund

Please see Section 7 of our Terms and Conditions to see if you are eligible to receive a refund for your test.

Please read our Terms and Conditions and, if you are eligible, email us your Cancellation Form along with the required proof at refunds@biogroup-laboratory.co.uk

Rapid Lateral Flow Antigen Test – Fit to Fly At Home

  • We will not refund any rapid lateral flow fit to fly antigen tests.

Rapid Lateral Flow Antigen Test – Day 2 In- Clinic & At Home

  • We will not refund any rapid lateral flow antigen Day 2 test due to UK government Covid travel restrictions and departmental guidance, we are legally unable to offer you a refund once you have been provided with a Passenger locator form booking reference number.

Rapid Lateral Flow Antigen Test – Fit to Fly In- Clinic

  • Refunds will be accepted up to 48 hour prior to the appointment time.

In-clinic PCR for Test to Release / Fit to Fly / Non Diagnostic

  • We can only refund a test if you fall under the following criteria:
    • Your flight was cancelled by your airline prior to your test (you will need to provide a proof of the cancellation of your flight)
    • You cannot attend your appointment for medical reasons (we will require a certified letter from your GP)
    • Quarantine and/or entry requirements in your destination country change prior to your test
  • Any other reason for cancelling your test will incur a £50 cancellation fee for Ultra Rapid RT-PCR Tests
  • Any other reason for cancelling your test will incur a £15 cancellation fee for In-clinic Test to Release/Fit to Fly/Non Diagnostic
  • Refunds can only be applied if notified 48 hours prior to the appointment (for any reasons apart from those listed above).

Home test kits for PCR Test to Release / PCR Fit to Fly / PCR Non Diagnostic

  • We can refund you as long as you send us back the sealed and unused test.
  • In the case where there was an issue on our end we will refund the full amount, but if you simply do not need the test anymore we will retain a £10 fee for postage.

PCR Day 2 & 8 / Day 2 / Day 8 – In-clinic and at home 

  • We will not refund any PCR Day 2 / Day 8 tests due to UK government Covid travel restrictions and departmental guidance, we are legally unable to offer you a refund once you have been provided with a Passenger locator form booking reference number.
  • In the case of a Day 8 test, we will refund you only if the country you were travelling from moved from the Amber to Green list after you purchased the test. If it is was a home test, please send it back to us unused.

Refunds are issued twice a month. It can take 2-4 weeks for us to proceed with the refund (from the moment we have received the necessary documents and/or the unused testing kit).

When we have issued the refund the patient will receive an email from us.

If you booked the wrong test by mistake, we cannot do anything unfortunately. You will need to buy the correct one and ask for a refund.

See our full FAQ here.

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Refund

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