Cancellation/Refund

Cancellation

Appointments may be canceled up to 24 hours to the date of service for a full refund (minus any applicable fees beyond our control), all other cancellations will attract a cancellation fee reserved from the service fee and the remaining refunded to you. We understand life happens and we are here to help. If you are unable to keep your appointment, please contact us as soon as possible and we may be able to work with you to reschedule your appointment. When an appointment is cancelled on short notice, it does not only affect our business but it also takes away from others who could have used the time slot. We ask that you are considerate of your cancellations and encourage you to reach out to us for help if you are having difficulty keeping your appointment.

Recurring appointments: If you have recurring appointments and wish to cancel an upcoming appointment, please contact us a week before or at least three days before the date of the appointment you wish to cancel and we will not charge you for that appointment. Please note we will typically bill your account in 24-48 hours preceding the service date. Once your account has been billed, the general cancellation policy as described above will then apply to you.

Refund

Please note: Cancellation fees will be reserved from service fees and any remaining amounts will be refunded.

Appointments canceled in excess of 24 hours to the date of the service will qualify for a full refund (minus payment processing fees charged by payment processors. We are unable to retrieve these fees and it is beyond our control).

Cancellations made in less than 24 hours will attract a cancellation fee of 40% of the service fee.

Same day(or less than 6 hours) cancellations will incur a cancellation fee of up to 60% of the service fee.

No-shows will incur a cancellation fee of up to 100% of the service fee. 

*Failing to prepare properly for your appointment thus making it impossible to collect samples is considered a no-show. Not responding to the technician's call on arrival (greater than 15 minutes) may also be considered a no-show.

Exception

***For cancellations made on short notice, less than 24 hours due to a medical emergency and/or life threatening circumstances, we may make an exception and refund you fully in accordance to our 24 hour cancellation policy or find another day for you if the service is still needed. Please note that proof will be required and the final decision is at our full discretion.