Cancellation, rescheduling and refunds

No online payment at booking

The current website does not collect an online payment. In most cases, cancelling an unpaid booking therefore creates no payment refund. Operational restrictions may still apply after a collector or laboratory has been assigned.

Rescheduling

Request rescheduling as early as possible by phone or WhatsApp. Changes are subject to collector availability, test preparation and laboratory logistics. The Bio U team will confirm the replacement window.

Customer cancellation

You may request cancellation before sample collection. A request does not reverse laboratory work that has already started or charges for completed services. Repeated missed appointments may lead to cancellation or limits on future bookings.

After collection

Once a sample has been collected or laboratory processing has begun, the related test generally cannot be cancelled. If a sample must be recollected because of a processing issue, the team will explain the available resolution.

Company-initiated changes

We may reschedule or cancel because of collector unavailability, laboratory availability, unsafe conditions, logistics, technical problems or events outside reasonable control. We will offer a reasonable alternative or resolve any payment already collected where applicable.

Refunds where payment occurred

If a payment was collected outside the website and a refund is approved, it will normally be returned through the original method where feasible. Processing time depends on the payment method and provider.

How to request a change

Provide the order number, patient name and registered mobile number. For privacy, we may verify identity before discussing the booking.