Cancellation &Refund Policy

REFUND & CANCELLATION POLICY

Effective Date: February 2026

 

To provide a reliable and efficient service for all patients, Fertility Testing Centre operates the following policy regarding payments, cancellations, and refunds. By booking an appointment, you agree to these terms.

 

1. Cancellations & Rescheduling by the Patient

​

We understand that plans can change. However, because we allocate specific laboratory time and clinical staff to your booking, the following conditions apply:

• Notice of More than 48 Hours: You may cancel your appointment for a full refund, minus a £25 administrative fee. This fee covers merchant processing and administrative costs.

• Notice of Less than 48 Hours: Cancellations or rescheduling requests made within 48 hours of the appointment time are non-refundable. At this stage, clinical resources have been committed and cannot be re-allocated.

• How to Cancel: Please notify us as soon as possible via email at support@fertilitytestingcentre.co.uk or through our secure patient portal.

 

2. Late Arrivals & No-Shows

​

• Late Arrivals: Clinical and laboratory schedules are strictly timed. If you arrive more than 15 minutes late, we may be unable to process your sample. In this case, the appointment will be cancelled and 100% of the fee is forfeited.

• No-Shows: If you fail to attend your scheduled appointment without prior notice, no refund or credit will be issued.

 

3. Cancellations by Fertility Testing Centre

​

In the rare event that we must cancel your appointment (e.g., due to sudden equipment failure, staff sickness, or laboratory issues):

• We will notify you immediately.

• You will be offered a full refund (with no administrative fee) or priority re-booking at your earliest convenience.

• Note: We are not liable for any secondary costs incurred by the patient, such as travel expenses, accommodation, or lost wages.

 

4. Test Failures & Sample Issues

​

Our goal is to provide a successful analysis on the first attempt. However, the following rules apply to sample viability:

• Laboratory/Technical Error: If your sample cannot be analyzed due to a technical error or equipment failure on our part, we will provide a free-of-charge re-test at the earliest opportunity.

• Patient Error: If a sample is unsuitable for analysis due to factors within the patient's control, the standard fee remains payable. These factors include, but are not limited to:

  • Failure to adhere to the required 2–7 day abstinence window.

  • Delivering a home-collection sample more than 60 minutes after production.

  • Sample contamination, spillage, or failure to keep the sample at body temperature during transit.

• Discretionary Re-tests: While the original fee remains payable for patient errors, we may, at our discretion, offer a reduced "Laboratory Coverage Fee" for a follow-up appointment.