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.
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.
You can change your booking via the link included in your confirmation email.
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.
Here is our Christmas period dispatch calendar:
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.
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.
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.
When your package was prepared, we sent you an email containing your tracking link. Please check it regularly for update from our courier.
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.
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.
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.
Your results will be sent via email.
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.
We can only refund a test if you fall under the following criteria:
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.
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.