Refund Policy

This Refund Policy explains when and how you may be eligible for a refund on services purchased from Well Health Labs. Because our services involve diagnostic testing and the reservation of appointment times and staff, some fees are non-refundable once work has begun.

By booking an appointment or completing a purchase, you agree to the terms set out in this policy.

You may cancel or reschedule an appointment before a sample has been collected.

• Cancellations made at least 24 hours before your scheduled appointment are eligible for a full refund of the test price.
• For mobile lab draw (concierge) collection, the collection or mileage fee is refundable only if the visit is cancelled at least 24 hours in advance.
• Appointments cancelled with less than 24 hours' notice, or missed without notice, may not be eligible for a refund.
• You can reschedule an upcoming appointment at no additional charge, subject to availability.

Diagnostic testing begins as soon as your sample is collected and submitted to the laboratory. Because this work cannot be reversed, fees for tests are non-refundable once a sample has been collected, regardless of the test outcome.

A test result that is negative, inconclusive, or otherwise not what you expected does not qualify for a refund. Test results are diagnostic information and not a guarantee of any particular outcome.

Walk-in collection fees and mobile lab draw mileage fees cover the cost of staff time and travel to perform your collection.

• These fees are refundable if you cancel before our staff has been dispatched or before collection has taken place, in line with the cancellation notice periods above.
• Once a phlebotomist has traveled to your location, the collection or mileage fee is non-refundable, even if collection cannot be completed for reasons outside our control (for example, no one is available at the address).

We will issue a full or partial refund in situations including, but not limited to:

• We are unable to provide the service you paid for (for example, a test is unavailable or an appointment cannot be fulfilled).
• A duplicate or incorrect charge was made due to a processing error.
• A sample could not be collected due to a fault on our side and cannot be rescheduled.

Where only part of an order is affected, we will refund the portion that corresponds to the unfulfilled service.

Approved refunds are issued to the original payment method used at checkout. Refunds are processed securely through our third-party payment provider.

Once a refund is approved, please allow 5–10 business days for it to appear on your statement, depending on your bank or card issuer. We cannot refund to a different card or account than the one originally charged.

To request a refund or ask a question about a charge, contact us with your order number and the email used at booking. We aim to respond to all refund requests within 3 business days.

You can reach our team at sales@wellhealthlabs.com or by contacting any Well Health Labs location.

We may update this Refund Policy from time to time. The version in effect at the time of your purchase is the one that applies to that order. Continued use of our services after changes are posted constitutes acceptance of the revised policy.