Refund Policy

 

Before seeking a refund for a purchase, please read the following Refunds & Cancellations Policy to clarify whether you are entitled to one. You must contact Expert Doctors to begin the refunds process and must seek approval of this (and must send back any received test kits) to the specified mailing returns address.

Please read the rules specific to each product and service offered by Expert Doctors:

 

General policy for all services offered by Expert Doctors:

  1. Any test kits that have been dispatched to a customer must be returned to the specified mailing address for a refund to be processed. All test kits within that order must be returned for a refund to be approved. If only a partial number of kits is received back, then the refund amount will be according to the number of kits received back by the Company. A £25 restocking and admin fee will be charged for all kits that have already been dispatched and have to be returned.
  2. As this is a highly sensitive medical product, we cannot accept any kits that have been tampered with. All test kits must be received back by the Company intact, with the box’s security seal undamaged. If the security seal is broken or the box is returned damaged, then a refund may be denied.
  3. We will not issue refunds where Expert Doctors was not at fault for loss of service. In cases such as:
    1. Mail delay;
    2. The customer fails to provide the correct arrival date and UK delivery address;
    3. The customer does not assign their test’s swab date and time on the Laboratory  system;

If any of the above apply, the Company reserves the right to deny a refund request. We will endeavour to do our best to investigate all refund claims.

  1. We will not refund for any test kits where the barcode has already been allocated to a customer and/or has already been sent for testing.
  2. We will not refund for any test kits not sent to the correct returns mailing address and are not directly received by the Company.

 

 

Refund Policy:

The Testing for International Arrivals Day 2 and Day 8

Home Quarantine Kits (TFIA):

The sale of this product is highly regulated by the UK government. It is based on Government legislation and, as an official provider of this product, we have to abide by very strict rules about how it is provided to customers, how we monitor its use, when it is used, and its daily reporting to the government.

Anyone who purchased a Day 2 and Day 8 Home Quarantine kit must abide by the following:

  1. All international arrivals must perform both tests – Day 2 and Day 8.
  2. The only circumstance in which a traveller can leave home quarantine early is if they take a Test To Release on or after Day 5 and the test result is negative. The traveller is still required to perform the Day 8 test unless they leave the country after Day 5 but before Day 8.
  3. The customer must not perform the Day 8 test before their actual Day 8. Date of arrival into the UK is Day 0.

Where we will refund both kits:

  1. If a customer is travelling from a country that has moved from the green or amber list onto the red list and the customer must hotel quarantine, then we will refund the amount assuming no kits have been dispatched. If any dispatch has occurred, test kits must be returned to Expert Doctors before a refund can be processed. The customer must provide evidence of hotel quarantine.
  2. If the customer is denied entry to the UK we will refund the order in full assuming the test kit has not yet been despatched. If any dispatch has occurred, test kits must be returned to Expert Doctors before a refund can be processed. The customer must provide proof of being denied entry.
  3. Once the customer has received the Passenger Locator Number they are legally allowed to enter the country if they satisfy all other entry conditions. In order to avoid the possibility that someone enters the country and subsequently cancels their testing kits, there will be no refunds issued on these tests and cancellation requests will not be accepted after the Passenger Locator Number has been issued. If the kit is yet to be dispatched, we will amend the dispatch to suit the customers rearranged travel plans. If the kit has already been dispatched, the kit will be available at the delivery address to use by the buyer when needed.

Single test kits cannot be refunded at the moment if bought together with a Day 8 test. The tests are sold as a bundle for arrivals from Amber list countries. Arrivals from Amber list countries are subject to the full 11 day isolation period (10 days, with day of arrival as Day 0).

Day 2 tests are required to go through genomic sequencing if positive, which is a costly process. As such, the costs of these tests are higher than others.

 

 Where we will refund Day 8 kits:

  1. If the customer is arriving to the UK from a destination that has now been moved from the amber to green list prior to their use, then we will refund the cost of the Day 8 kit or the difference paid over the cost of the Day 2 test. The Day 8 kit will need to be returned to Expert Doctors before a refund can be issued.

Where we will replace kits:

  1. If there are issues with delivery and the customer does not receive their kit before day 4, we will dispatch a replacement kit if this is not a fault of the customer. In any case where it is a fault of the customer, there may be a charge for a replacement kit.

Where we will not refund:

  1. This product is sold as a single package consisting of both tests. The products are not currently sold separately. This may change in the near future. As such, we cannot refund for a single Day 2 or a single Day 8 test within an order. Please note that while the products are not sold separately, they are dispatched separately so the customer will receive a single Day 2 test kit first followed by the Day 8 a few days later. (Soon the Government will allow testing providers to dispatch both kits at the same time. As soon as this is possible, Expert Doctors will start dispatching both kits at the same time with the responsibility falling to the customer to perform their tests on the right dates. For now, they are dispatched separately unless otherwise specified.)
  2. Day 8 tests may not be exchanged for a Fit To Fly or Test to Release. This is a complex product driven by government legislation and we are required to register every single booking with the Department of Health and Social Care. If the customer chooses to leave the country after Day 2 (and a Test to Release), we are unable to refund for the unused Day 8. This may change should we introduce a separate Day 2 and Day 8 offering.
  3. The customer must make every effort to read the instructions fully and to make the Company aware of any issues prior to sending back any test kits. The Company may deny a refund if the customer failed to perform the test on the correct day or posted the test on the incorrect date.
  4. Tests cannot be interchanged, swapped, or given to someone else – they are sold to an individual at the time of booking and a specific test vial allocated according to strict government regulations. Results are submitted to the Government on a daily basis and we must submit results for each customer if they had used the booking confirmation reference number on the Passenger Locator Form when entering the UK.

 

 

  1. Refunds will be denied to any customer that has already used the Booking Reference Number supplied at the point of purchase on their Passenger Locator Form (PLF). If the customer has already landed in the UK they must use the test kits already dispatched to them, or supply reasonable evidence to support the refund request. In the case a refund request is granted at the discretion of the Company, any and all test kits already dispatched to the customer must be returned before the refund can be processed.
  2. If a customer is exempt from buying the test but has been forced to buy a test before travelling or on arrival to the UK, they should seek reimbursement from their employer or the party that is requesting their travel under that exemption. The full list of exempt jobs is here. As we must report all purchases made against the booking reference numbers we supply to the Government, we cannot refund in this case.

Day 2 – Arrivals from Green list countries:

The sale of this product is highly regulated by the UK government. It is based on Government legislation and, as an official provider of this product, we have to abide by very strict rules about how it is provided to customers, how we monitor its use, when it is used, and its daily reporting to the government.

Anyone who purchased a Day 2 Test must abide by the following:

All international arrivals from a Green listed country must perform this test on or before Day 2 after their arrival. Current legislation applies even to those who have been vaccinated.

Where we will replace kits:

If there are issues with delivery and you do not receive your kit before day 4, depending on the reason, we will get a replacement kit to you if this is not a fault of the customer. In any case where it is a fault of the customer you may be charged for a replacement kit.


Where we will refund: 

  1. If a customer is travelling from a country that has moved from the green or amber list onto the red list and the customer must hotel quarantine, then we will refund the amount assuming no kits have been dispatched. If any dispatch has occurred, test kits must be returned to Expert Doctors before a refund can be processed. The customer must provide evidence of hotel quarantine.
  2. If the customer is denied entry to the UK we will refund the order in full assuming the test kit has not yet been despatched. If any dispatch has occurred, test kits must be returned to Expert Doctors before a refund can be processed. The customer must provide proof of being denied entry.
  3. Once the customer has received the Passenger Locator Number they are legally allowed to enter the country if they satisfy all other entry conditions. In order to avoid the possibility that someone enters the country and subsequently cancels their testing kits, there will be no refunds issued on these tests and cancellation requests will not be accepted after the Passenger Locator Number has been issued. If the kit is yet to be dispatched, we will amend the dispatch to suit the customers’ rearranged travel plans. If the kit has already been dispatched, the kit will be available at the delivery address to use by the buyer when needed.

Where we will not refund:

  1. This product is not exchangeable for other products. This is a complex product driven by government legislation and we are required to register every single booking with the Department of Health and Social Care.
  2. Day 2 tests cannot be interchanged, swapped, or given to someone else – they are sold to an individual at the time of booking and a specific test vial allocated according to strict government regulations. Results are submitted to the Government on a daily basis and we must submit results for each customer if they had used the booking confirmation reference number on the Passenger Locator Form when entering the UK. Any barcode registered to the order will bear the details of the person for whom they have been purchased.
  3. The customer must make every effort to read the instructions fully and to make the Company aware of any issues prior to sending back any test kits. The Company may deny a refund if the customer failed to perform the test on the correct day or posted the test on the incorrect date.
  4. Refunds will be denied to any customer that has already used the Booking Reference Number supplied at the point of purchase on their Passenger Locator Form (PLF). If the customer has already landed in the UK they must use the test kit already dispatched to them, or supply reasonable evidence to support the refund request. In the case a refund request is granted at the discretion of the Company, any and all test kits already dispatched to the customer must be returned before the refund can be processed.
  5. If a customer is exempt from buying the test but has been forced to buy a test before travelling or on arrival to the UK, they should seek reimbursement from their employer or the party that is requesting their travel under that exemption. As we must report all purchases made against the booking reference numbers we supply to the Government, we cannot refund in this case.

 

Test to Release – Day 5

The sale of this product is highly regulated by the UK government. It is based on Government legislation and, as an official provider of this product, we have to abide by very strict rules about how it is provided to customers, how we monitor its use, when it is used, and its daily reporting to the government.

Sales of Test to Release are final. No refunds will be offered, with the following exceptions:

  1. If a customer has tested positive on Day 2 and are therefore ineligible for Test to Release, we may grant a refund upon return of any dispatched by mail kits. For clinic appointments, cancellation must be requested as soon as the customer has received their positive test results and preferably within 24 hours of their appointment.
  2. If a customer has booked from a destination that was not on the Red List at the time of booking but has since been moved onto the Red List, they will no longer be eligible for Test to Release. A refund will be granted if the proper evidence is presented. This will not affect customers that have already landed before the country had been moved to a Red List.

 

General Policy:

In-Clinic Appointments

  1. If the customer arrives more than 10 minutes late, we will attempt to fit them in on the same day, but if this is not possible, we will reschedule the appointment for another day.
  2. Appointments must be rescheduled or cancelled no less than 48 hours before the scheduled time. We are unable to offer full refunds where the customer has not given notice or given notice less than 48 hours before their appointment. Expert Doctors reserves the right to charge a rescheduling fee.
  3. Expert Doctors reserves the right to charge a rescheduling fee of £25, which can be waived at its discretion.

*These terms are subject to change at the discretion of Expert Doctors and without notice.