Last updated: 10 November 2026
We want your booking to be easy to change. This policy explains how cancellations and refunds work.
Cancelling a booking
- You can cancel a booking yourself from My Account → Orders any time before your sample is collected or your scan is done.
- Once the sample has been collected or the scan has started, the booking can no longer be cancelled online. Please contact us.
Refunds
- If you paid online and cancel before the sample is collected, you get a full refund to your original payment method. Refunds usually reach you in 5 to 7 working days.
- If you paid at collection, nothing is charged for a cancelled booking.
- If we cannot collect your sample or perform your test, we will refund you in full or help you rebook.
Rescheduling
To change your date or time slot, please contact us before the booked time and we will move your appointment where possible.
Tests already processed
Because laboratory tests are performed on your own sample, we cannot refund a test once it has been processed, except where we made an error. If you think a result is wrong, tell us and we will recheck it.
Contact
Questions? Write to care@dheelabs.com or use our Contact Us page.