Appointment Cancellation Policy 

Our goal is to provide quality health care to all our patients in a timely manner. No shows, late arrivals, and cancellations inconvenience not only our providers, but our other patients. Please be aware of our policy regarding missed appointments. 

When you book your appointment, you are holding a space on our calendar that is no longer available to our other patients. To be respectful of your fellow patients, please call us as soon as you know you will not be able to make your appointment. 

If cancellation is necessary, we require that you call at least 48 hours (about 2 days) in advance. Appointments are in high demand, and your advanced notice will allow another patient access to that appointment time. 


If you need to cancel your appointment, please email and confirm your full name and the appointment you wish to cancel. 

If you are affected by changes to recent travel restrictions and therefore the test you have ordered has been impacted by an unexpected change in travel rules (either in the UK, or your destination country), please do not worry. We allow rescheduling of your appointment free of charge. Please email us on, rather than calling as we are experiencing high call volumes. 


Partial refund (50%) if you cancel on the same day as your test. 

A full refund minus £10 admin fee will be issued if you cancel before the day of your test. 

Arrivals testing is a mandatory UK government requirement. If you cancel an arrivals test, then no refund can be offered. You will be offered an opportunity to reschedule, so no fee is lost. 

Please allow 14 business days for the refund transfer. 

Please note that clients are responsible for entering their correct full name, date of birth, home address, passport number, email address, and mobile number during their booking on our website. This is because these details are used as the shipping address for your result certificate. As a result, we will not be responsible for any incorrect information provided by the client leading to failure of delivery of notification/certification. 


Individual countries are frequently updating their guidelines and requirements, it is your responsibility to book the correct test. 

The Marylebone Lab does not take any responsibility for incorrect tests being booked or flights being cancelled. 

Inconclusive Test and Illness 

If the initial test results are inconclusive and require to be re-run, or if you fall ill before your appointment (COVID or other) we are under no obligation to provide you with a second set of results the same day or to give you a refund. 

If the initial result is inconclusive, we will re-run your test on the following day free of charge. 

This does not affect your statutory rights.