Refund Policy | Swift Blood Tests
Refund Policy
This policy explains how cancellations, rescheduling and refunds work for Swift Blood Tests clinic appointments, home visits and test kits, and how to contact us if something has gone wrong.
1. Our general approach
We want every appointment to go smoothly, but we understand plans change. This policy sets out what happens if you need to cancel or change a booking, or if we are unable to complete your test. It should be read alongside our Terms & Conditions.
- Refunds are only paid to the original payment method.
- Nothing in this policy affects your statutory rights as a consumer, including under the Consumer Rights Act 2015.
2. Cancelling an appointment
To cancel, please contact us by phone or email at least 24 hours before your appointment, quoting your name and appointment date.
With enough notice
Cancelled 24 hours or more before your appointment:
We will move your appointment to a new time at no extra cost. Refunds are not given for cancellations.
With short notice
Cancelled less than 24 hours before your appointment:
This is treated as a missed appointment, and the missed appointment charges apply.
If we need to cancel your appointment, we will contact you as soon as possible to arrange a new time.
3. Rescheduling
If you would prefer to move your appointment rather than cancel, contact us and we will offer the next available time that suits you. New appointments depend on availability at your chosen clinic or in your area for home visits.
Please give at least 24 hours’ notice if you need to reschedule.
4. Missed appointments
An appointment is treated as missed if you do not attend a clinic appointment, or are not available at the booked address for a home visit, without letting us know beforehand.
A missed appointment is charged at £40. To book a new appointment, a £40 rebooking charge plus a £5 admin fee applies.
Running late or can’t make it? Please call us on 01277 652067 as soon as you know. The earlier we hear from you, the more options we have.
5. Late arrivals
We will always try to see you if you arrive late, but this may not be possible without delaying other patients. If we cannot see you, we will try to offer another appointment.
If you arrive more than 10 minutes late, we may not be able to see you and you may need to rebook.
6. Home visits
Home visits involve our phlebotomist travelling to you, so cancellation rules may differ from clinic appointments. You can find out more about home visits on our phlebotomy services page.
- Please give at least 24 hours’ notice to cancel a home visit.
- If our phlebotomist has already travelled to your address, no refund is given.
7. Home test kits
Home test kits are personalised for you, so the following applies:
- The kit must be returned to us before a refund can be issued.
- Refunds are issued minus the £8 personalised kit fee.
- If your kit arrives damaged, incomplete or incorrect, please contact us straight away.
8. Tests already performed or processed
Once a sample has been collected and sent to the laboratory, costs for collection, transport and analysis have usually been incurred.
No refund is given once your blood has been taken.
If you are unhappy with any part of the service you received, please contact us so we can look into it.
9. Failed or unsuitable samples
Sometimes a blood sample cannot be taken, or a sample is not suitable for testing. For example, it may be difficult to find a suitable vein, the sample may be too small, or it may have clotted or separated.
If we cannot take a sample
We will rebook your appointment at no extra cost.
If the laboratory can’t use the sample
We will offer you a repeat blood test.
Where a sample is unsuitable because preparation instructions were not followed (for example, not fasting when required), no refund is given, and rebooking costs £40 plus the £5 admin fee.
10. Laboratory issues
Very occasionally a sample may be lost or delayed in transit, or the laboratory may be unable to process it. If this happens, we will contact you to explain what has happened and agree next steps.
In this case, we will offer you a repeat blood test.
11. Duplicate or incorrect payments
If you think you have been charged twice, or charged the wrong amount, please contact us with the date of the payment, the amount and your booking details. We will look into it and, where a duplicate or overpayment is confirmed, refund the difference.
12. How to request a refund
Email enquiries@swiftbloodtests.co.uk or call 01277 652067. To help us deal with your request quickly, please include:
- your full name and the name of the person tested, if different;
- your booking reference, if you have one;
- the date of your appointment or order;
- the test or service booked;
- a short explanation of why you are requesting a refund.
We aim to respond within 24 hours.
13. How refunds are processed
Once a refund is approved, we will let you know and return it to your original payment method within 5–7 days. For home test kits, this starts once the kit has been returned to us.
After a refund has been issued, it may take additional time to appear in your account, depending on your bank or card provider.
14. Contact us
Need to cancel, rebook or ask about a refund? Get in touch and we’ll help.