What if my home sample collection is missed or late?

If your home collection didn't happen within the scheduled window, it's usually quick to sort out and you won't lose your booking. Start with these simple checks.

First steps

• Check your booking status in the dashboard for any updates.
• Allow a little flexibility — traffic and route changes can cause short delays.
• Look for any message from the lab about timing.

If no one comes

1. Contact the lab through your booking, or reach support with your booking reference.
2. Reschedule the collection for a new, convenient time.
3. If you paid in advance and the lab simply can't fulfil the visit, you're eligible for a refund — see refunds.

Avoiding missed visits

• Provide a precise address with nearby landmarks.
• Keep your phone reachable throughout the collection window.
• Confirm any fasting requirements beforehand so the visit isn't wasted and doesn't need repeating.

A missed collection is almost always just a scheduling hiccup, so don't worry — reschedule and you'll be sorted, or we'll refund you if the lab can't deliver.