Cancel free at any point before an appointment is booked, refund accepted automatically. This page explains that promise, your statutory rights, how rescheduling works, what no findings, no fee means, and exactly what happens if a biomarker or a whole sample cannot be reported.
Written in plain English. The full legal position is in our Terms of Use, and where the two differ, the Terms apply.
Pay today, book when life allows. Your referral never expires, and until an appointment has been booked, cancellation is accepted automatically and you are refunded in full, however long ago you ordered and without giving a reason. Email support@truevitals.co.uk and we refund you within 14 days to the payment method you used.
Once an appointment is booked. You can still cancel for a full refund at any time before the appointment takes place. Email us so we can release the slot; it is no longer automatic because a clinic or phlebotomist is holding time for you. Rescheduling is always free. If you do not attend a booked appointment without notice, a missed appointment fee equal to the phlebotomy or clinic fee may apply, and we will tell you before charging it.
Once your sample is collected. Attending your appointment is asking us to begin the service. Once your blood has been drawn and sent to the laboratory the right to cancel that order ends. Two guarantees continue to apply after that point: no findings, no fee, and our sample failure guarantee, both set out below.
Your statutory right. Separately, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a legal right to cancel within 14 days of placing your order. Our promise above goes beyond that right and does not reduce it.
On panels where it is offered, if your report finds nothing to act on, you do not pay for the panel.
If your completed report flags nothing outside the ideal range across every reported biomarker, and on Signature across every physical measurement as well, we refund the full panel price. Ideal ranges are narrower than laboratory reference ranges, so a result can be "normal" by the lab's standards and still count as a finding under ours.
The panel price: £349 on Ultimate and £799 on Signature. The blood draw or clinic fee paid at checkout for Advanced and Ultimate is not refunded, because that service was delivered. Where the guarantee is offered it is stated on the panel page.
On the report as issued to you, after clinician review. Biomarkers that could not be reported for laboratory reasons are excluded from the assessment; if more than 5% of your panel is unreported, the biomarker availability remedies below apply instead. A retest under the sample failure guarantee is assessed on the retest report.
Email support@truevitals.co.uk within 30 days of receiving your report. We check the report and refund the panel price within 14 days to the payment method you used. You keep the report, the dashboard and your account manager.
Blood testing is a laboratory process, and occasionally an individual biomarker cannot be reported. This happens across the industry. Here is exactly what we do about it.
The usual causes are sample handling factors: haemolysis where red cells rupture, clotting in the sample, insufficient volume drawn, or an analyser issue at the laboratory. None of these reflect anything about your health, and none are unique to TrueVitals.
Your report states clearly which markers were unavailable and why. Because the substantial majority of your panel has been delivered as ordered, no refund arises. You will never be left wondering why something is missing.
If more than 5% of the biomarkers in your panel cannot be reported, you decide which remedy you would prefer. Email support@truevitals.co.uk within 30 days of receiving your report and tell us which you would like. We confirm your choice before proceeding.
Calculated as the proportion of unreported biomarkers against the total in your panel, applied to the panel price.
We retest the missing markers at our cost, including the phlebotomy fee for that appointment. Nothing further to pay.
Where a sample is lost, damaged in transit or rejected in full by the laboratory, we arrange a complete redraw at no cost to you, including phlebotomy. If you would rather not be redrawn, we refund your order in full. Your choice.
One exception applies to both of the above: if a sample failure is caused by preparation instructions not being followed, such as not fasting where fasting was required, a free retest is not available. We will always explain clearly what has been affected and why.
You can reschedule at any time before your appointment takes place, at no charge. Contact our booking team, or for Signature use your Randox booking link. There is no rescheduling fee and no limit on reasonable changes.
If you do not attend a booked appointment without notice, we may charge a missed appointment fee equal to the phlebotomy or clinic fee for that appointment. We will always tell you before charging it. Your panel itself remains yours and can be rebooked.
We publish our turnaround times so you know what to expect before you buy.
| Panel | Report delivered within | Measured from |
|---|---|---|
| Advanced | 4 working days | Your blood draw |
| Ultimate | 4 working days | Your blood draw |
| Signature | 12 working days | Your appointment |
Signature takes longer because 230 biomarkers require substantially more laboratory analysis. A delay beyond these periods is not automatically grounds for a refund, but we will contact you and explain why, and if we cannot deliver at all we will refund you in full.
| Situation | What to do | Outcome |
|---|---|---|
| Changed my mind, no appointment booked yet | Email support, any time | Full refund, accepted automatically |
| Changed my mind, appointment booked but not attended | Email support before the appointment | Full refund; we release the slot |
| Bought the wrong panel | Email support before your appointment | We switch it, or refund and you reorder |
| Need to move my appointment | Contact the booking team | Rescheduled free of charge |
| Missed my appointment | Contact support to rebook | Panel still yours; a missed appointment fee may apply |
| Report found nothing outside the ideal range | Email support within 30 days of your report | Panel price refunded under no findings, no fee |
| A few markers missing from my report | Nothing needed, the report explains which | No refund arises under 5% |
| More than 5% of markers missing | Email support within 30 days | You choose: partial refund or free redraw |
| Whole sample failed | We contact you | You choose: free redraw or full refund |
| Report is late | Email support for an update | We explain why; full refund if we cannot deliver |
| A result concerns me | Speak to your GP and share your PDF report | TrueVitals provides insight, not clinical decisions |
Email support@truevitals.co.uk. Include the following so we can sort it quickly:
Your full name
Your order number
Your appointment date, if you have had one
What you would like us to do
Yes. Before an appointment is booked, cancellation is accepted automatically and you are refunded in full, however long ago you ordered. Once an appointment is booked you can still cancel for a full refund before it takes place by emailing support@truevitals.co.uk so we can release the slot. Once your sample has been collected the service has begun and the right to cancel ends, though no findings, no fee and the sample failure guarantee still apply. Your 14-day statutory right under the Consumer Contracts Regulations 2013 applies alongside all of this.
On panels where it is offered, if your completed report flags nothing outside the ideal range across every reported biomarker, and on Signature every physical measurement too, we refund the panel price in full. The draw or clinic fee is not refunded. Unreported biomarkers are excluded from the assessment. Email support within 30 days of receiving your report.
Your report states which and why. If a small number are affected, no refund arises. If more than 5% of your panel cannot be reported, you choose either a proportionate partial refund or a free redraw of the missing markers at our cost, including phlebotomy. Email support within 30 days of receiving your report.
We arrange a complete redraw at no cost, including phlebotomy. If you would rather not be redrawn, we refund your order in full. This applies whatever the cause, provided the failure was not due to preparation instructions being missed.
Yes, free of charge, any time before it takes place. Contact our booking team, or use your Randox booking link for Signature. There is no rescheduling fee. If you do not attend without notice, we may charge a missed appointment fee equal to the phlebotomy or clinic fee, and we will tell you before doing so.
Advanced and Ultimate reports arrive within 4 working days of your blood draw. Signature reports arrive within 12 working days of your appointment, because 230 biomarkers require substantially more laboratory analysis. If we cannot deliver at all, we refund you in full.
Some markers, particularly fasting glucose, fasting insulin and lipids, need a fasted sample to be accurate. If preparation instructions were not followed and it affects your results, a free retest is not available, though we will always explain clearly what has been affected.
The full Terms of Use are at truevitals.co.uk/terms-of-use. Where this page and the Terms differ, the Terms apply.
This page is a plain-English summary. The full legal position is set out in our Terms of Use and Privacy Policy. Where this page and the Terms differ, the Terms apply. Nothing on this page affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
TrueVitals Group Ltd, registered in England and Wales, company number 16449605. Registered office: Ground Floor, Rear Barn, The Brookdale Centre, Knutsford, Cheshire, WA16 0SR.
Contact us and we will explain your options clearly. Most things are sorted the same day.
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