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Refund Policy

Refunds and cancellation request should be submitted via email on info@pcrdiagnosis.co.uk, this may take up to 14 days to process.

All PCR tests Day 2 & 8 or Day 2 only PCR test or Rapid Antigen test bookings are non-refundable once the unique bookings reference number sent.

PCR bookings (Fit to fly)( Leaving the UK only): the fees are outlined below:

  • Cancelling within 2 hours of your booking – no fee.
  • Cancelling more than 2 hours from your booking – £25
  • Cancelling less than 24 hours of your appointment – £50
  • Not attending appointment or no notice given – no refunds.
  • No refunds if test has already been carried out or if you attend your appointment.

Rapid Antigen Lateral Flow bookings (Fit to fly)( Leaving the UK only): the fees are outlined below:

  • Cancelling within 2 hours of your booking – no fee.
  • Cancelling more than 2 hours from your booking – £15
  • Cancelling less than 24 hours of your appointment – £20
  • Not attending appointment or no notice given – no refunds.
  • No refunds if test has already been carried out or if you attend your appointment.

Please read below:

  • If you send us your cancellation request by e-mail, then your cancellation is effective from the date you send us the e-mail.
  • The customer agrees that all Day 2 & 8 or Day 2 only bookings are non-refundable once the unique bookings reference number sent.

Before seeking a refund for a purchase, please read the following Refunds & Cancellations Policy to clarify whether you are entitled to one. You must contact PCRdiagnosis LTD to begin the refund process, received test kits must be returned to the specified postal returns address.

Please read the rules specific to each product and service offered by PCRdiagnosis LTD:

  1. The general policy for all services offered by PCRdiagnosis LTD
  • All test kits must be returned for a refund to be approved. If only a partial number of kits are returned, then the refund amount will be according to the number of kits returned.
  • As this is a highly sensitive medical product, we cannot accept any kits that have been tampered with. All test kits must be intact when returned, with the security seal undamaged. If the security seal is broken or the box is returned damaged, then a refund may be denied.
  • We will not issue refunds where PCRdiagnosis LTD was not at fault for the loss of service. In cases such as a postage delay.

 

  • If you fail to register the barcode assigned to you on the attached instruction on the PCR test registration portal or do not assign the test’s swab date and time on the PCR test registration portal.

If any of the above apply, PCRdiagnosis LTD reserves the right to deny a refund request. We will endeavour to do our best to investigate all refund claims. We will not process a refund for any test kits where the barcode has already been allocated to a customer and/or has already been sent for testing. We will not refund for any test kits not sent to the correct returns postage address and is not directly received by PCRdiagnosis LTD.

Product-specific Refund Policy – please find the policy per the relevant product:

  1. General policy for invalid results

If your PCR test result says that your sample could not be read or is invalid, PCRdiagnosis will invite you for an in-clinic free of charge retest for the next day. We will not be responsible for any sequencing etc.

 

  1. General policy for Day 2 and Day 8 Kits:

The sale of this product is highly regulated by the UK government. It is based on Government legislation and, as an official provider of this product, we must abide by very strict rules about how it is provided to customers, how we monitor its use, when it is used, and its daily reporting to the government. Anyone who purchased a Day 2 and Day 8 Home Quarantine kit must perform both tests. The only circumstance in which a traveller can leave quarantine early is if they take a Test to Release test on or after Day 5, providing a result that is negative. Please note that performing the Day 8 test would still be required unless they leave the UK after Day 5 but before Day 8. The customer must not perform the Day 8 test before their actual Day 8. Date of arrival into the UK is Day 0.

Refunding both kits:

  1. If a customer is travelling from a country that has moved from the green or amber list onto the red list and the customer must hotel quarantine, then we will refund the amount assuming no kits have been dispatched. If any dispatch has occurred, test kits must be returned to PCRdiagnosis LTD before a refund can be processed. The customer must provide evidence of hotel quarantine.
  2. If the customer is denied entry to the UK we will refund the order in full assuming the test kit has yet to be despatched. If any dispatch has occurred, test kits must be returned to PCRdiagnosis LTD before a refund can be processed. Denial of entry must be provided.
  3. Once the customer has received the Passenger Locator Number, they are legally allowed to enter the country if they satisfy all other entry conditions. To avoid the possibility that someone enters the country and subsequently cancels their testing kits, there will be no refunds issued on these tests and cancellation requests will not be accepted after the Passenger Locator Number has been issued. If the kit is yet to be dispatched, we will amend the dispatch to suit the customers rearranged travel plans. If the kit has already been dispatched, the kit will be available at the delivery address to use by the buyer when required.

Single test kits cannot be refunded if bought together with a Day 8 test. The tests are sold as a bundle for arrivals from amber list countries. Arrivals from Amber list countries are subject to the full 11-day isolation period (10 days, with day of arrival as Day 0).

Day 2 tests are required to go through genomic sequencing if positive, which is a costly process. As such, the costs of these tests are higher than others.

Refunding Day 8 kits:

  1. If a customer has not received a result by the end of Day 12, where the delay was not caused by the customer taking the test late or a delay in the mail, we will refund £50.
  2. If the customer is arriving to the UK from a destination that has now been moved from the amber to green list prior to their use, then we will refund the cost of the Day 8 kit, or the difference paid over the cost of the Day 2 test. The Day 8 kit will need to be returned to PCRdiagnosis LTD before a refund can be issued.

Replacing kits:

  1. If a customer has received a rejected or inconclusive result, we will send a replacement kit. Should multiple kits be rejected, the customer may be asked to pay for the cost of a replacement kit following 2 rejected results.
  2. If there are issues with delivery and the customer does not receive their kit before day 4, we will dispatch a replacement kit if this is not a fault of the customer. In the case where it is a fault of the customer, there may be a charge for a replacement kit.

Non- refundable:

  1. This product is sold as a single package consisting of both tests. The products are not currently sold separately. This may change in the near future. As such, we cannot refund for a single Day 2 or Day 8 test within an order. Please note that while the products are not sold separately, they are dispatched separately so the customer will first receive a single Day 2 test kit followed by a Day 8 test. (NOTE: The Government will soon allow testing providers to dispatch both kits at the same time, when possible, PCRdiagnosis LTD will start dispatching both kits at the same.)
  2. Day 8 tests may not be exchanged for a Fit to Fly or Test to Release. This is a complex product driven by government legislation and we are required to register every single booking with the Department of Health and Social Care. If you leave the UK after a Day 2 (and a Test to Release), we will be unable to refund for the unused Day 8. This may change should we introduce a separate Day 2 and Day 8 offering.
  3. The customer must make every effort to carefully read the instructions and to notify PCRdiagnosis LTD aware of any issues prior to sending back any test kits. We may deny a refund if you fail to perform the test on the correct day or posted the test in the incorrect date.
  4. Tests cannot be interchanged, swapped, or given to someone else – they are sold to an individual at the time of booking and a specific test vial allocated according to strict government regulations. Results are submitted to the Government daily, and we must submit results for each customer when they input their booking reference number in the Passenger Locator Form (PLF).
  5. Refunds will be denied to any customer that has already used the Booking Reference Number supplied at the point of purchase on their (PLF).

If the customer has already landed in the UK they must use the test kits already dispatched to them or supply reasonable evidence to support the refund request. In the case a refund request is granted at the discretion of the Company, all test kits already dispatched to the customer must be returned before the refund can be processed.

  1. If you are exempt from buying the test but have been forced to buy a test before travelling or on arrival to the UK, they should seek reimbursement from their employer or the party that is requesting their travel under that exemption. The full list of exempt jobs is here. As we must report all purchases made on the booking reference numbers we supply to the Government, we cannot refund in this case.
  2. General policy for Day 2 (Green list countries):

The sale of this product is highly regulated by the UK government. It is based on Government legislation and, as an official provider of this product, we must abide by very strict rules about how it is provided to customers, how we monitor its use, when it is used, and its daily reporting to the government. Anyone who purchased a Day 2 Test must perform this test on or before Day 2 after their arrival. Current legislation applies even to those who have been vaccinated.
Replacing kits:

  1. If a customer has received a rejected or inconclusive result, we will resend a replacement kit. Should multiple kits be rejected, the customer may be asked to pay for the cost of a replacement kit following 2 rejected results.
  2. If there are issues with delivery and you do not receive your kit before day 4, depending on the reason, we will send a replacement kit to you if you are not at fault. In the case where it is your fault, you may be charged for a replacement kit.
    Refund applies:
  • If you are denied entry to the UK we will refund the order in full assuming the test kit has not yet been despatched. If any dispatch has occurred, test kits must be returned to PCRdiagnosis LTD before a refund can be processed. The customer must provide proof of being denied entry.
  • If a customer is travelling from a country that has moved from the green or amber list onto the red list and the customer must hotel quarantine, then we will refund the amount assuming no kits have been dispatched. If any dispatch has occurred, test kits must be returned to PCRdiagnosis LTD before a refund can be processed. The customer must provide evidence of hotel quarantine.
  • Once the customer has received the Passenger Locator Number, they are legally allowed to enter the country if they satisfy all other entry conditions. To avoid the possibility that someone enters the country and subsequently cancels their testing kits, there will be no refunds issued on these tests and cancellation requests will not be accepted after the Passenger Locator Number has been issued. If the kit is yet to be dispatched, we will amend the dispatch to suit the customers’ rearranged travel plans. If the kit has already been dispatched, the kit will be available at the delivery address to use by the buyer when required.

Non- refundable:

  1. This product is not exchangeable for other products. This is a complex product driven by government legislation and we are required to register every single booking with the Department of Health and Social Care.
  2. Results are submitted to the Government daily and we must submit results for each customer if they had inputted the booking confirmation reference number on the PLF when entering the UK. Any barcode registered to the order will bear the details of the person for whom they have been purchased. Day 2 tests cannot be interchanged, swapped, or given to someone else – they are sold to an individual at the time of booking and a specific test vial allocated according to strict government regulations. You must make every effort to carefully read the instructions and to notify PCRdiagnosis LTD of any issues prior to sending back any test kits. We may deny a refund if you fail to perform the test on the correct day or posted the test in the incorrect date.
  3. If you are exempt from buying the test but have been forced to buy a test before travelling or on arrival to the UK, they should seek reimbursement from their employer or the party that is requesting their travel under that exemption. The full list of exempt jobs is here. As we must report all purchases made on the booking reference numbers we supply to the Government, we cannot refund in this case.
  4. Refunds will be denied to any customer that has already used the Booking Reference Number supplied at the point of purchase on their (PLF). If you have already landed in the UK you must use the test kit already dispatched to you or supply reasonable evidence to support the refund request. In the case a refund request is granted at the discretion of PCRdiagnosis LTD, all test kits already dispatched to you must be returned before the refund can be processed.
  5. General policy for Test to Release – Day 5

Sales of Test to Release are final. No refunds will be offered, with the following exceptions:

  • If you have booked from a destination that was not on the Red List at the time of booking but has since been moved onto the Red List, they will no longer be eligible for Test to Release. A refund will be granted if evidence is presented. This will not affect customers that have already landed before the country had been moved to a Red List.
  • When a customer has tested positive on Day 2 and are therefore ineligible for Test to Release, we may grant a refund upon return of any dispatched by mail kits. For clinic appointments, cancellation must be requested as soon as the customer has received their positive test results and preferably within 24 hours of their appointment.
  1. General Policy for In-Clinic Appointments:
  • Appointments must be rescheduled or cancelled no less than 48 hours before the scheduled time. We are unable to offer full refunds where the customer has not given notice or given notice less than 48 hours before their appointment. PCRdiagnosis LTD has the right to charge a rescheduling fee which is (£25).

If the customer arrives more than 10 minutes late, we will attempt to fit them in on the same day, but if this is not possible, we will reschedule the appointment for another day.