Refund policy

REFUND, CANCELLATION AND REPLACEMENT POLICY

Last updated: 13 July 2026

1. About this policy

This policy explains cancellations, refunds, replacements, and repeat testing.

It applies to purchases made through AIS Health Check.

AIS Health Check is operated by AIS Health Ltd.

This policy forms part of our Terms of Service.

Nothing within this policy affects your statutory consumer rights.

2. Requesting a cancellation or refund

Please email info@aishealthcheck.co.uk.

Include:

Your full name.
Your order number.
The tested person’s name.
The reason for your request.
Whether any kit has been opened.
Whether any appointment has occurred.
Whether any sample has been collected.

We may request additional information before deciding your request.

3. Orders cancelled before service begins

You may request cancellation before service begins.

A full refund will usually be provided where:

No home kit has been dispatched.
No clinic appointment has occurred.
No sample has been collected.
No laboratory processing has started.
No professional review has begun.

Any lawful administration deduction will be clearly explained.

We will not impose unreasonable cancellation charges.

4. Online cancellation rights

Online purchases may carry statutory cancellation rights.

These rights will depend upon the purchased product or service.

The usual cancellation period may be 14 days.

However, exceptions may apply to certain healthcare products.

Cancellation rights may also change after service performance begins.

You may ask us to begin services during this period.

Where applicable, we may deduct completed service costs.

This deduction will reflect services already provided.

Your cancellation rights may end after full service completion.

This requires any legally necessary prior agreement and acknowledgement.

5. Home collection kits

Before kit dispatch

A full refund will usually be provided before dispatch.

After kit dispatch

We may deduct reasonable kit and delivery costs.

This applies where cancellation rights legally permit deductions.

Opened or used kits

Opened kits may be unsuitable for return.

This may apply for health protection or hygiene reasons.

Used collection materials cannot normally be returned.

Sealed goods may lose cancellation rights after unsealing.
This applies where hygiene protections legally justify the exception.

Unused components should not be returned without our instructions.

Faulty or incomplete kits

Please contact us promptly about faulty kits.

We may request photographs of the kit or packaging.

Where appropriate, we will provide:

Missing components.
A replacement kit.
Another collection method.
A refund.

You will not be charged for faults caused by us.

6. Clinic appointments

Before the appointment

You may cancel or rearrange your appointment.

Any notice requirement will appear during booking.

A full refund will usually be provided with sufficient notice.

Late cancellations

A reasonable cancellation charge may apply.

This may reflect unrecoverable clinic costs.

We will not charge more than our reasonable loss.

Missed appointments

No refund may be available for missed appointments.

This applies where the clinic remained available for you.

We may offer another appointment at our discretion.

An additional collection fee may apply.

Appointments cancelled by us

We will offer another suitable appointment.

Alternatively, you may request a refund.

No cancellation charge will apply.

7. After sample collection

A refund is not automatically available after collection.

Costs may already have been incurred at this stage.

These may include:

Clinic collection costs.
Collection materials.
Courier charges.
Laboratory registration.
Laboratory processing.
Medical interpretation.

We will consider which service elements were completed.

Any refund will reflect services not yet provided.

This does not limit remedies for defective service.

8. After laboratory processing begins

You cannot normally cancel completed laboratory work.

Laboratory processing may begin shortly after sample receipt.

Processing may include:

Sample registration.
Preparation.
Separation.
Extraction.
Analysis.
Quality control.
Confirmation testing.
Clinical review.

No refund is normally due for completed services.

A partial refund may apply to uncompleted service elements.

This depends upon the circumstances and applicable law.

9. Samples unsuitable for testing

Some samples cannot be tested successfully.

Possible reasons include:

Insufficient sample volume.
Incorrect collection.
Leakage.
Breakage.
Contamination.
Clotting.
Haemolysis.
Delayed return.
Incorrect storage.
Missing information.
Laboratory quality concerns.

Please read our Sample Processing and Repeat Testing Policy.

A repeat sample will usually be considered first.

Repeat performance must occur within a reasonable period.
It must not cause significant customer inconvenience.

10. Repeat testing and replacement samples

We may provide repeat testing where appropriate.

This may include:

A replacement home kit.
Another clinic appointment.
Reanalysis of the existing sample.
Collection of another sample.
Alternative laboratory processing.

We will normally cover repeat costs when we caused failure.

This includes failures caused by our contracted providers.

Additional charges may apply where instructions were ignored.

We will explain any charge before proceeding.

11. Lost, delayed, or damaged samples

A delayed result does not confirm a lost sample.

We may investigate with the laboratory or courier.

Please provide available tracking information.

Where a sample is confirmed lost, we may offer:

A replacement kit.
Another clinic collection.
Repeat testing.
An appropriate refund.

The remedy depends upon the circumstances.

We will not charge for losses caused by us.

12. Inconclusive or indeterminate results

Some tests produce inconclusive or indeterminate results.

This does not always indicate service failure.

Biological and technical factors can affect results.

Repeat testing may be offered where appropriate.

A refund is not automatic following an inconclusive result.

We will consider:

Whether the service was performed correctly.
Whether another sample can resolve uncertainty.
Whether repeat testing is clinically appropriate.
Whether repeat testing would cause unreasonable inconvenience.

A price reduction may apply when repetition is impossible.

It may also apply when repetition is unreasonably delayed.

13. Delayed results

Result turnaround times are estimates.

They are not guaranteed reporting deadlines.

Results may arrive earlier or later than estimated.

Delay alone does not automatically create refund entitlement.

We will investigate delays exceeding reasonable expectations.

We may offer an appropriate remedy where service fails.

This may include repeat performance or a price reduction.

Personal deadlines do not guarantee refund eligibility.

Examples include:

Travel dates.
Visa applications.
Employment deadlines.
University deadlines.
Court dates.
Sporting events.
Planned procedures.

Customers should allow sufficient time before deadlines.

14. Tests no longer required

You may no longer require a purchased test.

Refund eligibility depends upon completed service stages.

A full refund may apply before service begins.

A partial refund may apply after costs are incurred.

No refund normally applies after full service completion.

We will assess each request fairly.

15. Incorrectly ordered tests

Please contact us immediately after an incorrect order.

We may transfer payment to another suitable test.

Any price difference must be paid or refunded.

Transfers may be impossible after processing begins.

No change can usually occur after completed analysis.

We may recommend clinical advice before changing tests.

16. Orders refused for clinical reasons

Some tests may be unsuitable for particular customers.

We may decline or cancel a test safely.

We will consider completed service elements.

A full refund will usually apply before costs arise.

A partial refund may apply after reasonable costs arise.

We will explain any deduction clearly.

17. Services unavailable through our fault

You may receive a full refund where:

We cannot supply the purchased service.
No reasonable alternative is available.
We cancel without completing any service.
Repeat performance is impossible.
Service failure cannot be corrected reasonably.

Customers should not lose payments for unavailable services.

Broad “no refund” clauses may be considered unfair.

18. Refund method

Approved refunds use the original payment method.

We cannot normally refund another card or account.

This helps protect against fraud.

We will submit approved refunds promptly.

Banks may require additional processing time.

Refunds usually appear within five to ten working days.

Your bank controls the final crediting timescale.

We cannot guarantee your bank’s processing speed.

19. Partial refunds

A partial refund may apply after service starts.

We may deduct reasonable completed service costs.

These may include:

Kit supply.
Delivery.
Clinic collection.
Courier transport.
Laboratory registration.
Laboratory analysis.
Medical interpretation.

Deductions will reflect actual service value.

They will not operate as unreasonable penalties.

Consumers may remain entitled to unprovided service refunds.

20. Refund exclusions

We may decline refunds where:

The service was completed correctly.
The customer changed their mind after completion.
Collection instructions were deliberately ignored.
False patient information was supplied.
A clinic appointment was missed without notice.
The test result differed from customer expectations.
A normal result was received.
An abnormal result was received.
A third party rejected an otherwise valid report.
Results missed a personal deadline despite reasonable service.

These exclusions do not override statutory rights.

21. Chargebacks

Please contact us before starting a chargeback.

We aim to resolve genuine disputes fairly.

Improper chargebacks may delay investigations.

We may provide transaction evidence to payment providers.

This may include order and service records.

Health information will only be shared where lawful.

22. Complaints

Please email info@aishealthcheck.co.uk.

Include your order number and requested resolution.

We will investigate your complaint fairly.

We may contact relevant laboratories or clinics.

We may request further information from you.

23. Changes to this policy

We may update this policy periodically.

The current version will appear on our website.

Changes will not unfairly alter existing contracts.

The purchase-date version normally applies.

24. Contact details

AIS Health Check
A trading name of AIS Health Ltd

4th Floor, Silverstream House
45 Fitzroy Street
Fitzrovia
London
W1T 6EB

Email: info@aishealthcheck.co.uk

Telephone: 0207 871 3015

Company number: 09835294

Country/region