Terms and Conditions for Evie Health

EVIE HEALTH Refund, Cancellation & Laboratory Turnaround Policy

Effective from: September 2025

This policy applies to private blood testing, diagnostic sample collection, and associated services supplied by EVIE HEALTH, in accordance with the Evie Health terms outlined herein.

By booking and paying for a service, the patient confirms that they have had the opportunity to review the relevant test information, price, expected turnaround time, and this policy before the service begins. This policy is also subject to our cookie policy, which details our use of cookies for enhancing user experience.

Nothing in this policy excludes, restricts, or overrides any statutory rights available to a patient under applicable UK consumer law.

1. What Your Payment Covers

Unless expressly stated otherwise at the point of booking, payment may cover one or more of the following: appointment administration; phlebotomy or clinical time; sample collection; home attendance where applicable; consumables and collection equipment; courier or transport arrangements; laboratory processing; laboratory reporting; and administrative transmission of the laboratory report.

The service therefore begins before the final laboratory report is issued. Once an appointment has been attended, a sample has been collected, transport has been arranged, or laboratory processing has commenced, EVIE HEALTH may already have incurred costs that cannot reasonably be recovered.

2. Laboratory Turnaround Times

All laboratory turnaround times communicated by EVIE HEALTH are estimated turnaround times unless EVIE HEALTH expressly confirms in writing that the turnaround is “GUARANTEED”. References to turnaround periods, including same day, next day, 24 hours, 24–48 hours, 48 hours, and 3–5 working days or 4 to 6 weeks, are estimates only unless specified otherwise in writing as “GUARANTEED” in relation to the result deadline. An estimated turnaround time does not constitute a promise that the laboratory report will be issued at an exact time or by a specific clinical, administrative, or personal deadline.

3. GUARANTEED Turnaround Services

A turnaround time will only constitute a GUARANTEED Turnaround Time where: EVIE HEALTH expressly uses the word “GUARANTEED” in writing; the applicable deadline or turnaround period is clearly identified; the guarantee is communicated at the time the patient purchases the guaranteed service; and any applicable additional guaranteed or urgent-processing charge has been paid. If the word “GUARANTEED” is not expressly stated in writing, the turnaround time remains an estimate only.

4. Failure to Meet a GUARANTEED Turnaround Time

Where EVIE HEALTH has expressly sold a GUARANTEED Turnaround Time and the laboratory result is not released within that period, EVIE HEALTH will refund the additional amount paid specifically for the guaranteed or expedited turnaround service. This refund relates to the failure to provide that element of the service. However, other services properly provided may not be eligible for a full refund.

5. Laboratory Delays

Laboratory processing may occasionally be affected by various circumstances. The existence of such circumstances does not remove any legal responsibility EVIE HEALTH may have. We will take reasonable steps to investigate significant delays and seek an appropriate resolution.

6. IVF, Fertility, Surgery, and Other Time-Sensitive Testing

Patients must inform EVIE HEALTH of any specific deadlines prior to booking, including for IVF, surgery, or immigration purposes. The expected laboratory turnaround will be assessed for compatibility with the stated deadline.

7. Cancellation Before Sample Collection

Patients may request cancellation before their appointment or sample collection, and a refund will ordinarily be provided if no service has been provided with reasonable deduction for any booking charge.

8. Cancellation After the Service Has Started

Once any part of the service has commenced, a full refund will not normally be available if the patient changes their mind. Refund entitlements will be assessed based on the service provided and applicable consumer law.

9. Delayed Results Where Turnaround Was Not Guaranteed

Exceeding an estimated turnaround time does not automatically create an entitlement to a full refund. EVIE HEALTH will evaluate various factors to determine the appropriate resolution.

10. Unsuitable, Insufficient, or Failed Samples

If the laboratory cannot complete testing due to technical reasons and it is attributable to EVIE HEALTH, we will arrange repeat collection without an additional charge.

11. Tests That Cannot Be Performed

In instances where a test cannot be performed, a refund will be provided where required. EVIE HEALTH will not substitute a materially different test without consent.

12. Normal, Abnormal, or Unexpected Results

A refund is not available solely based on the type of result received. Concerns regarding laboratory accuracy will be investigated appropriately.

13. Completed Tests and Issued Reports

Once the laboratory testing is completed and the report issued, the testing services will generally be regarded as completed.

14. Third-Party Laboratories, Couriers, and Service Providers

EVIE HEALTH may engage with external providers for parts of the service, but this does not remove our legal responsibilities to patients.

15. External Deadlines and Additional Losses

Patients should not rely solely on estimated turnaround times for significant decisions. Reasonable contingency time should always be allowed.

16. Phlebotomy and Home Visit Charges

The standard phlebotomy charge is £50, and a home visit charge of £25 may apply. Offers for free home visits incorporate this fee into the overall package price.

17. Refund Requests

Refund requests should include specific patient details and relevant information for processing. Refunds will typically be returned via the original payment method.

18. Complaints

Patients dissatisfied with any aspect of the service should contact EVIE HEALTH for investigation. Making a complaint does not affect statutory rights.

19. Consumer Rights

EVIE HEALTH provides services in accordance with UK consumer legislation, ensuring reasonable care and skill in service provision.

20. Booking-Specific Agreements

Specific agreements made in writing take precedence over general provisions in this policy.

21. Changes to This Policy

EVIE HEALTH may amend this policy, which will apply to bookings made after the changes take effect. However, this will not remove any rights from earlier bookings.

IMPORTANT TURNAROUND NOTICE

Estimated laboratory turnaround: [insert applicable turnaround] from receipt and acceptance of the specimen by the laboratory. This turnaround time is an estimate and not guaranteed.

A turnaround time is guaranteed only when EVIE HEALTH expressly uses the word “GUARANTEED” in writing. Additional fees may apply for expedited services. If a paid GUARANTEED deadline is not met, only the additional fee for the expedited turnaround element will be refunded. Other services already properly provided remain unaffected. Statutory consumer rights are preserved.

STANDARD CHARGES

Phlebotomy: £50

Home Visit: £25

Free Home Visit Offers: Where offered, the £25 fee is waived or included in the package price and not added later.

EVIE HEALTH Private Blood Testing & Healthcare Services