Clear information about cancellations, rescheduling, missed appointments, sample issues and refund requests.
We want the TrueVitals process to be clear before you buy. This page explains how we handle common situations in plain English. The full legal position is set out in our Terms & Conditions.
The earlier you contact us, the more flexibility we have. Once third-party services have been triggered, options may be more limited.
If you contact us before your appointment has been booked or any third-party costs have been incurred, we may be able to cancel or refund your order in line with our Terms & Conditions.
Once a phlebotomy appointment has been booked, third-party costs may already apply. Refund options may be limited depending on timing and the phlebotomy provider's terms.
Need to move your appointment? Contact us as early as possible. Rescheduling is usually straightforward with enough notice. Late changes may be subject to provider availability or fees for clinic and home visit bookings.
If you miss an appointment without giving enough notice, the phlebotomy fee may not be refundable. This depends on the provider and timing. Contact support as soon as possible so we can explain your options.
Occasionally a sample may need to be recollected. This is uncommon, but it can happen for several reasons:
Where a processing issue occurs that is not caused by the customer, we will review the situation and explain the available options — which may include a repeat collection or another appropriate remedy in line with our Terms & Conditions.
If a sample failure relates to preparation instructions not being followed (such as fasting requirements), different terms may apply. We will always explain the situation clearly.
Because TrueVitals involves third-party services (phlebotomy, laboratory processing, report generation), there are situations where a full refund may not be possible. Here are the most common:
Change of mind after services have already begun (appointment booked, sample collected, or lab processing started)
Missed appointment without sufficient notice
Sample failure caused by not following preparation instructions
Report already generated and delivered
Third-party costs already incurred (phlebotomy, lab processing)
Delays caused by factors outside reasonable control
In every case, contact us and we will explain your options clearly. The full legal position is set out in the Terms & Conditions.
Contact us as early as possible — the sooner you reach out, the more options we have. Include the following in your message so we can help quickly:
Your full name
Your order number
Your appointment date and time (if applicable)
A summary of the issue or request
The most common situations and what to do.
| Situation | What to Do | Likely Outcome | Policy Note |
|---|---|---|---|
| I bought the wrong panel | Contact us before your blood draw is booked | We may be able to switch or refund in line with T&Cs | Depends on timing and costs incurred |
| I need to reschedule | Contact us as early as possible | Usually straightforward with enough notice | Late changes may be subject to availability or fees |
| I missed my appointment | Contact support immediately | Phlebotomy fee may not be refundable | Depends on provider and notice given |
| My sample failed | We will contact you to explain options | Repeat collection may be arranged | Depends on the cause of failure |
| My results are delayed | Contact support for an update | We will keep you informed on timing | Delays are not automatic grounds for refund |
| I changed my mind | Contact us before services begin | Refund may be possible if no costs incurred | Limited once services have started |
| I have a medical concern after results | Speak to your GP or healthcare professional | Share your PDF report with your doctor | TrueVitals provides insight, not clinical decisions |
If you contact us before your blood draw has been booked or any third-party costs have been incurred, we may be able to cancel or refund your order in line with our Terms & Conditions. Once services have begun, options may be more limited.
Yes. Contact us as early as possible. Rescheduling is usually straightforward with enough notice. Late changes may be subject to availability or fees depending on the phlebotomy provider.
Missed appointments may result in charges or loss of the phlebotomy fee, depending on the provider and timing. Contact support as soon as possible to discuss options.
If a sample fails due to issues outside your control, we will review the situation and explain available options, which may include a repeat collection. If the failure relates to preparation instructions not being followed, different terms may apply.
Once services have begun — such as phlebotomy booking, sample collection or lab processing — refund options may be limited. Contact us as early as possible so we can explain your options.
Timings can vary due to phlebotomy scheduling, sample logistics and laboratory processing. Contact support if you have concerns and we will keep you updated.
Contact the TrueVitals support team via the contact page with your order number, name, appointment details and a summary of the issue.
The full Terms & Conditions are available at truevitals.co.uk/terms.
This page provides a plain-English summary of common cancellation and refund scenarios. The full legal position is set out in the Terms & Conditions and the Privacy Policy. Where this page and the Terms & Conditions differ, the Terms & Conditions apply.
If something has changed or you need support, contact us as early as possible so we can explain your options.
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