Refund Policy

Please take a moment to read this important Information and ensure you understand and agree to the conditions as outlined here.

CANCELLATIONS

For Hyperbaric Oxygen Therapy and Phlebotomy Services:

We require a minimum of 24 hours notice to cancel or make changes to your appointment, within 24 hours notice will incur the cancellation fee of the full amount.

If your appointment is on a Monday, then we require a minimum of 48 hours for any changes or cancellation, within 48 hours will incur the cancellation fee of the full amount.

We do not offer refunds for unsuccessful blood test appointments. This policy applies to situations where the blood draw was unsuccessful due to difficult veins, issues with the test kit, or any other unforeseen circumstances beyond our control. When you book an appointment with us, a slot is reserved specifically for you, and our dedicated nurses make every effort to ensure a successful blood draw. However, despite their expertise and efforts, challenges may arise that prevent a successful draw. While we strive for excellence, we cannot guarantee a 100% success rate for blood draws, as issues beyond our control may occasionally occur. We appreciate your understanding and cooperation regarding our policy.

If difficulties arise due to challenging veins during your blood test appointment, we are more than willing to reschedule your appointment. However, in the event that issues persist after the second attempt, we regret to inform you that refunds will not be provided, nor will rescheduling for another appointment be permitted.

For Covid Testing’s:

For in clinic appointments for Covid testing’s we charge an admin fee for any cancellations, there is no cost for rescheduling

The below amount will be deducted and the outstanding amount will be refunded to the original card payment

PCR test for Travel - Incur a £25 admin fee per person

Day 5 Test to release - Incur a £25 admin fee per person

Day 2 and day 2 & 8 tests - Incur a £25 admin fee per person before the reference number is emailed. Once the reference number has been emailed, no refund is permitted

Antibody Test - Incur a £15 admin fee per person

Rapid Antigen Test - Incur a £15 admin fee per person

For DAY 2 PCR home testing kit - For Health & Safety reasons, we cannot offer a refund on any dispatched kits for self test that are unused. Once a purchase has been completed and dispatched the kit(s) are non-changeable and non- refundable. No refund is issued if a reference number has been emailed for the passenger locator form and no refund issued if the postal address is wrong or in completed.

Day 2 & 8 PCR home testing kits - For Health & Safety reasons, we cannot offer a refund on any dispatched kits for self test that are unused. Once a purchase has been completed and dispatched the kit(s) are non-changeable and non- refundable. No refund is issued if a reference number has been emailed for the passenger locator form and no refund issued if the postal address is wrong or in completed.

For the Antibodies home kit you may cancel your order at any time before a sample collection kit has been dispatched to you and receive a full refund. 

Once your testing kit has been dispatched, you have up to 30 days to cancel the order. You must return the unused/unopened testing kit to the address below at your cost

Hale Clinic
4, Harley Street, London W1G 9PB

If the testing kit you return is complete, unused and undamaged, we will give you a full refund. If the returned kit is incomplete, used or damaged in any way, you may incur a charge of £5 to cover the cost of the kit. This charge will be deducted from the total amount refunded to you.

This cancellation right does not apply if:

  • you have already sent your sample to the laboratory for analysis; or

  • the 30-day cancellation period has expired.

Your legal right to cancel a Contract starts from the date you receive the Acceptance Confirmation (the date on which we e-mail you to confirm our acceptance of your order). Your 30-day deadline for cancelling the Contract in relation to any testing kit that has been dispatched starts from when you receive the confirmation email that the testing kit has been dispatched.

To cancel a Contract, please send us an email stating that you wish to cancel and the reason for the cancellation. Please email your cancellation request to bookings@haleclinic.com. Alternatively, you may call our customer service team to arrange the cancellation. Your reason for cancellation will not affect your right to cancel the order.

If you send us your cancellation request by e-mail, then your cancellation is effective from the date you send us the e-mail. For example, you will have given us notice in time as long as you send your email before midnight on the last day of the cancellation period.

If you cancel your Contract within the cancellation period and you are entitled to a refund we will refund you the price you paid for the Product(s):

  • within 7 Working Days of receiving a cancellation request if your request is received in relation to testing kits that have not yet been despatched; or

  • within 7 Working Days of receiving the returned testing kits that have already been despatched.

If you have returned the testing kit to us within the cancellation period because they are faulty or mis-described, we will refund the price of the Products in full.

We will refund you on the credit card or debit card you used to pay.