This policy sets out how cancellations are handled for Levitas Diagnostics services, including:
· Home test kits
· In-clinic phlebotomy
· Home-visit phlebotomy
· Imaging appointments
· Consultations
· Services involving third-party laboratories or fulfilment partners
2. Cancellation of Test Kit Orders
2.1. Before Dispatch
You may cancel your test kit order for a full refund before it has been dispatched.
2.2. After Dispatch
Once the kit has been dispatched:
· Cancellation is no longer possible
· You may request a refund only under the Refund & Returns Policy (unopened kit, returned within 14 days)
Kits sent directly from third-party labs follow their operational cut-off times.
3. Cancellation of Phlebotomy Appointments
3.1. In-Clinic Phlebotomy
· Cancellations made at least 24 hours before the appointment → fully refundable or can be rescheduled free of charge
· Cancellations made under 24 hours → 100% fee applies
3.2. Home-Visit Phlebotomy
Home visits involve external phlebotomy partners and travel allocation.
· Cancellations made 48+ hours before → eligible for refund (minus any third-party admin fees)
· Cancellations within 48 hours → subject to full charge, as the phlebotomist has already been allocated
· Failed attendance/no-show → full fee applies
4. Cancellation of Imaging or Ultrasound Appointments
For imaging partners (e.g., HomeMed, Apex, or others):
· Cancellations made 48+ hours before → refundable
· Cancellations made within 48 hours → service provider may charge up to 100% fee
· Home visits follow stricter terms due to travel and equipment allocation
Levitas will follow the partner provider’s terms, which may vary slightly.
5. Cancellation of Laboratory Testing Once Sample Is Sent
Once a sample has:
· been collected
· been posted
· been handed to a phlebotomist
· reached the laboratory
…cancellation is no longer possible, as processing begins immediately.
No refund can be issued at this stage.
6. Cancellations Due to Supplier or Lab Issues
If a cancellation occurs because of a third-party issue (e.g., delivery failure, damaged kit, lab error):
· You may choose between:
o A free replacement kit
o A full refund
· Resolution time may vary depending on the external partner’s procedures.
7. How to Request a Cancellation Email: diagnostics@levitasgroup.com
Include:
· Your full name
· Order number
· Service you wish to cancel
· Reason for cancellation
Our team will confirm next steps and whether the order qualifies for a refund under the policies above.