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I was able to book a slot for my Day 2 but not for my Day 8 test.
Booking

That is completely fine – as long as you have bought your test online and have your QR code you don’t need to have a booking. You can come to the centre on your 8th day and get tested.

How long will the test take?
Booking

The test is very quick, if you have already booked your appointment and entered your information, you should be in and out in about 5 minutes only.

I did not receive a confirmation email, what should I do?
Booking

If you did not receive your confirmation email, please start by checking your junk email. If the email is still not in there, there might have been a problem when you booked – contact us and we will send you the email once again. It might also mean that the payment didn’t go through, so you are welcome to try again.

I need to change my booking, what should I do?
Booking

You can change your booking via the link included in your confirmation email.

Can I book ?
Booking

Absolutely. All you have to do is pick the test you want, and follow the steps to buy and book. You also have the option to register without booking a slot. However it is important that you register before coming to the clinic.

Will you deliver during the Christmas period?
Delivery

Here is our Christmas period dispatch calendar:

When will my sample reach the lab?
Delivery

Please note that when you send your samples via post , you will need to allow postal service time which can take up to 24hrs during the week. We do not receive any samples during weekends. Once we receive your samples at the laboratory, counting from then you will have the results within 24 hours via email.

Please note that if there is a Bank Holiday on a Monday and you send your package on Saturday or Sunday you could only get your results on Wednesday or Thursday.

My package is marked as delivered but I did not get it
Delivery

If this is the case, please contact our courier as soon as possible. They might be able to send you a picture of where the package was sent and they are the best placed to help you if it was misdelivered.

My package is late, what should I do?
Delivery

If your package should be with you but still isn’t, please go back to your tracking link. It can happen that the address is incomplete and our courier is unable to deliver. If this is the case it will say so on your tracking and you will be able to call them and reschedule.

How can I track my package?
Delivery

When your package was prepared, we sent you an email containing your tracking link. Please check it regularly for update from our courier.

When will I get my package?
Delivery

If we have a Bank Holiday on a Monday, and the patient orders between Friday 1PM and Tuesday 1PM, the package will be sent by us on Tuesday and received on Wednesday.

If we have a Bank Holiday on a Friday, and the patient orders between Thursday 1PM and Monday 1PM, we will send it on Monday and they will receive it on Tuesday.

My invoice is missing, what should I do?
Results

Please note that you only get your invoice with the results, not before. If your invoice is not there and you absolutely need it, please get in touch with us and we will send it ASAP.

My result is late, what should I do?
Results

If your result is late, please start by checking your junk email. If it is not there, contact us via the form below and we will find out what happened. Please make sure that your result is really late before contacting us.

When will I get my results?
Results

In-clinic tests

  • Next-day PCR (Fit to Fly / Day 2): next day at 6PM
  • Same-day PCR (Fit to Fly): same day by midnight (if you get tested before 3PM only)
  • Same-day PCR (Day 2): same day by midnight if you get tested before 12PM, or by 6AM next day if you get tested after 12PM
  • Ultra Rapid PCR: 1-2 hours (if you get tested before 5PM only)
  • Lateral Flow Antigen Test: Within 1 hour

Home tests

  • Home PCR: 24 hours from arrival of the sample at the laboratory
  • Home PCR Day 2: 24 hours from arrival of the sample at the laboratory
  • Home Lateral Flow Antigen: Within 2 hrs from receipt of your picture (between 8AM-8PM)

How will I get my results?
Results

Your results will be sent via email.


Can I get a refund?
Refunds

Please see Section 7 of our Terms and Conditions to see if you are eligible to receive a refund for your test.

How long does it take to get a refund?
Refunds

Refunds are issued twice a month. It can take 2- 4 weeks for us to proceed with the refund (from the moment we have received the necessary documents and/or the unused testing kit).

When we have issued the refund the patient will receive an email from us.

How can I get a refund?
Refunds

Please read our Terms and Conditions and, if you are eligible, email us your Cancellation Form along with the required proof at refunds@biogroup-laboratory.co.uk

What are the conditions to get a refund?
Refunds
Rapid Lateral Flow Antigen Test – Fit to Fly At Home
  • We will not refund any rapid lateral flow fit to fly antigen tests.

Rapid Lateral Flow Antigen Test – Day 2 In- Clinic & At Home
  • We will not refund any rapid lateral flow antigen Day 2 test due to UK government Covid travel restrictions and departmental guidance, we are legally unable to offer you a refund once you have been provided with a Passenger locator form booking reference number.

Rapid Lateral Flow Antigen Test – Fit to Fly In- Clinic
  • Refunds will be accepted up to 48 hour prior to the appointment time.

In-clinic PCR for Test to Release / Fit to Fly / Non Diagnostic

We can only refund a test if you fall under the following criteria:

  • Your flight was cancelled by your airline prior to your test (you will need to provide a proof of the cancellation of your flight)
  • You cannot attend your appointment for medical reasons (we will require a certified letter from your GP)
  • Quarantine and/or entry requirements in your destination country change prior to your test
  • Any other reason for cancelling your test will incur a £50 cancellation fee for Ultra Rapid RT-PCR Tests
  • Any other reason for cancelling your test will incur a £15 cancellation fee for In-clinic Test to Release/Fit to Fly/Non Diagnostic
  • Refunds can only be applied if notified 48 hours prior to the appointment (for any reasons apart from those listed above).

Home test kits for PCR Test to Release / PCR Fit to Fly / PCR Non Diagnostic
  • We can refund you as long as you send us back the sealed and unused test.
  • In the case where there was an issue on our end we will refund the full amount, but if you simply do not need the test anymore we will retain a £10 fee for postage.

PCR Day 2 & 8 / Day 2 / Day 8 – In-clinic and at home
  • We will not refund any PCR Day 2 / Day 8 tests due to UK government Covid travel restrictions and departmental guidance, we are legally unable to offer you a refund once you have been provided with a Passenger locator form booking reference number.
  • In the case of a Day 8 test, we will refund you only if the country you were travelling from moved from the Amber to Green list after you purchased the test. If it is was a home test, please send it back to us unused.

I booked the wrong test, what should I do?
Refunds

If you booked the wrong test by mistake, we cannot do anything unfortunately. You will need to buy the correct one and ask for a refund.

Still need to contact us?

The FAQ didn’t answer your questions ?

Please call us on +44 (0) 208 068 6831, we are open from 7am to 11pm 7/7.

The Biogroup team will respond as soon as possible.