Refund Policy

1. Money Back Guarantee (14 Days)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of purchase without providing a reason.

To exercise this right, you must notify us within the 14-day period. Please be aware a £5 administration fee will be applied to all refunds.

2. Provision of Services & Deductions

Our services are carried out in stages. Where you request or allow us to begin the service within the 14-day cancellation period, you acknowledge that reasonable deductions may be made to reflect work already completed.

Any deductions will be proportionate to the stage reached:

  • Registration completed:
    Up to 25% may be retained to cover administrative setup and allocation of a unique, non-reusable code.
  • Sample sent and/or received:
    Up to 50% may be retained to reflect handling, logging, and preparation of your sample.
  • Results issued:
    Up to 75% may be retained, reflecting that the service has been substantially performed.

3. Consent to Begin Services

By proceeding with your order and/or submitting your sample, you expressly request that we begin providing the service within the 14-day cancellation period.

You acknowledge that this may reduce the amount refundable if you choose to cancel, in accordance with applicable law.

4. Completed or Substantially Completed Services

Where results have been issued, the service will be considered substantially fulfilled. In such cases, refunds will be limited and assessed in line with the structure above.

5. Limitations on Refunds

We reserve the right to refuse a refund where:

  • The request is made outside the 14-day cancellation period
  • The service has been fully completed
  • There is evidence of misuse, abuse, or fraudulent activity

Nothing in this policy affects your statutory rights.

6. How to Request a Refund

To request a refund, please contact:

[email protected]

Please include:

  • Your order number
  • Date of purchase

We aim to review and respond to all requests within 5–10 working days.

7. Refund Method

Any approved refund will be issued via the original payment method, unless otherwise agreed.

Live Chat Opening Hours

Live chat is available from 9am to 5pm (GMT), Monday to Friday.

Location

UK Food Intolerance
PO Box 1431
LINCOLN
LN5 5AP