You are everything to us! We exist to serve you and so please do review our Customer Service Policy below.


Thank you for using REMEDI HEALTH. If you are not entirely satisfied with your test and service we provide, we’re here to help.

We are committed to providing the best quality customer service to all our clients. We aim to deliver a clear and consistent experience, to help you meet your needs.

This policy outlines our standards regarding your booking, experience with us and explains our refund and cancellation procedure. Please ensure any terms and conditions associated with the product or service have been read prior to booking – these are detailed on the relevant webpage.


We recognise that plans can change quickly and so we pride ourselves on a fair refund policy to minimise cancellation fees. Each time a booking is made we incur fees from the credit card companies and so provided a minimum of 24 hours notice is given, we will reund your payment less a small administration and booking payment of £20 to cover those fees. If the booking is cancelled within 24 hours then no refund is payable however we can trandfer your booking to a future date.

Where REMEDI HEALTH needs to cancel an appointment, we will inform you at the earliest opportunity. Where possible an alternative date will be offered, or a full refund of the appointment fee will be provided.


  • We will do everything to meet your testing deadline however we cannot guarantee results will be received within the defined timeframe if there is an issue which is outside our control i.e. due to a failure by the laboratory or courier
  • If your test does not come back in the explained time then we will either fully refund the value of the test or repeat the test
  • We have our own in-house PCR machines which means that we can frequently repeat a test if an external lab has failed. This is rarely required but can be an effective ‘plan B’
  • There is a very small chance the test result could be inconclusive. This is normally because the sample has some SARs-CoV-2 genetic material present but not sufficient to meet the test threshold for ‘positive’. If your test result is inconclusive, you will be invited to book another test at the earliest opportunity and within usually within 24 hours of the first test. If you do not want a retest then a refund will be provided
  • REMEDI HEALTH will not be held liable for losses, costs, damage that you suffer or incur as a result of any delays in receiving test results or as a result of inconclusive test results
  • REMEDI HEALTH will not be liable to you for any losses, costs or damages that you suffer or incur as a result of receiving a positive rest result (including, if you are unable to travel as a result of testing positive)
  • Service is subject to lab capacity and stock availability
  • Each passenger is solely responsible for checking and conforming with the entry and exit requirements at their arrival and return destinations, and for booking the correct type of test. Requirements may include temperature checks, proof of negative COVID test or completion of forms
  • You can find further guidance and information on travelling to and from the UK on the Foreign Commonwealth & Development website.
  • If you fail to comply with these requirements you may not be able to travel or be allowed to enter your destination.
  • Passengers are not able to use NHS testing facilities for travel related testing


We need to collect some data from you, for example when you order a test, use our website or contact us. This is especially important when we are supporting your health and wellbeing. We take your privacy very seriously and we do need to share essential information with laboratories and teh UKHSA to meet our regulatory responsibilities. However we will not use any data for marketing purposes without your consent (opportunity to opt out/unsubscribe). Please see our Privacy Notice for more information on how we use your data.

This policy was last reviewed on 13 July 2022.



21a Southgate Street
SO23 9EB

Telephone 01962 798580

Can we help you?

Our team are standing by to help you with any questions or queries that you may have. We can advise you on the best test, product or service for your requirements.