Appointment Cancellation Policy
Our goal is to provide quality health care to all our patients in a timely manner. No-shows, late arrivals, and cancellations inconvenience not only our providers, but our other patients as well. Please be aware of our policy regarding missed appointments.
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 require that you call at least 48 hours in advance. Appointments are in high demand, and your advanced notice will allow another patient access to that appointment time.
If you need to cancel your appointment, please email firstname.lastname@example.org and confirm your full name and the appointment you wish to cancel.
Please note admin charges may apply. See ‘Disclaimer’.
Certificate Of Recovery
Certificates of Recovery are sold as a digital download service. By using this service you are consenting to the provision of a service at that point and therefore you acknowledge the right to cancel (at will) will be lost and you will not be able to request a refund. This shall not affect your statutory rights.
Delivered to Home Kits
Delivered at home kits are usually dispatched the same day for orders placed pre noon on the date of ordering or the following day. Note kits are only dispatched on working days, this is defined as Monday to Friday and excludes bank holidays. Please allow 4 working days to receive a kit being delivered to home (Peace of Mind, Departure and 5 Pack Postal Kits).
All postal kits are dispatched via Royal Mail.
Please note that it is the responsibility of customers to enter their correct full name, DOB, home address, passport number, email address, and mobile number during their order on our website. This is because these details are used as the shipping address (for day 2 and 8 tests, Peace of Mind and Departure test and return to UK rapid tests) and for your result certificate. As a result, we will not be responsible for any incorrect information provided by the client leading to failure of delivery of the kit or issuing of notification/certification.
If you are affected by changes to recent travel restrictions
If your plans and therefore the test you have ordered has been impacted by an unexpected change in travel rules (either on the UK side, or your destination country), please don’t worry. We allow rescheduling of your appointment free of charge. Please email us on email@example.com, rather than calling as we are experiencing high call volumes.
Disclaimer and Refunds
In Clinic Appointments
Partial refund (50%) if you cancel on the same day of your test.
Full refund minus £10 admin fee will be issued if you cancel before the day of your test.
Please allow 14 business days for transfer.
Please note that it is the responsibility of customers to enter their correct full name, DOB, home address, passport number, email address, and mobile number during their booking on our website. This is because these details are used as the shipping address (for day 2 and 8 tests and return to UK rapid tests) and for your result certificate. As a result, we will not be responsible for any incorrect information provided by the client leading to failure of delivery of notification/certification.
Postal and at Home Kits
Postal and at home kits may be cancelled up to the point of dispatch. Providing test kits have not been dispatched a full refund will be issued.
Where a postal or at home kit has been dispatched we are unable to offer a refund due to the nature of the test product.
General Test Kits
Our General Test Kits (Non Travel Rapid Antigen Test Kits) may be cancelled up to the point of dispatch. Providing test kits have not been dispatched a full refund will be issued.
General Test kits may be returned for a refund, however the return postal charges must be met by the customer and a 50% restocking fee will also be deducted from the refund. We recommend returning kits on a tracked and signed service. We are unable to accept responsibility for kits which are lost in transit or not received. Please contact our customer service department for details of the return address and RMA for general test kits.
Individual countries are frequently updating their guideline and requirements, it is your responsibility to book the correct test.
The Regenerative Clinic does not take any responsibility for incorrect tests being booked, travel being declined or flights being cancelled.
Please ensure that you check with your travel provider, airline or destination of travel to identify tests suitability,
Prices may vary depending on location.
We can provide testing for minors, aged 16 and below if required, we do however ask that a parent or guardian is present.
Please note, that our clinics can refuse to perform tests on minors or those under the age of 16 and without a parent or guardian present.
Tests where a parent or guardian is not present, may be performed at the clinic’s discretion, however we will allow a single reschedule for an appointment where a parent or guardian over the age of 18 is requested by the clinic. Appointments are non-refundable where an appointment reschedule is refused. We do reserve the right to ask for photographic ID to satisfy our testing requirements.
Inconclusive Test or Invalid Test and Illness
If the initial test results are inconclusive and require to be re-run, or if you fall ill before your appointment (Covid or other) we are under no obligation to provide you with a second set of results the same day or to give you a refund.
If the initial result if inconclusive we will re-run your test on the following day free of charge.
Laboratory testing is a very complex and sensitive process. Whilst inconclusive or invalid results are rare, they can and do happen. There are many causes that can result in an inconclusive or invalid result including environmental, contamination of food or drink consumed (normally within 60 minutes of test), or very early infection stages. In the event of an inconclusive or invalid test, our laboratory will re-run the test cycle of your sample.
There is no guarantee that the re-cycle of your test will provide a conclusive result and in some cases you may be required to provide a new sample.
We always recommend that you book your test as early as possible, but within your destination country’s stipulated accepted ‘test result to destination arrival’ timeframe, to allow for these exceptions. We are not responsible for any direct, indirect, or consequential loss incurred as a result of an inconclusive or invalid test result.
This does not affect your statutory rights.