**Effective Date:** September 2, 2025

## 1. Cancellation by Client
### 1.1 Routine Testing Services
You may cancel routine laboratory testing services under the following conditions:
– 🟢 **More than 48 hours before scheduled sample collection**: Full refund
– 🟡 **24-48 hours before scheduled sample collection**: 50% refund
– 🔴 **Less than 24 hours before scheduled sample collection or after sample collection**: No refund (unless exceptional circumstances apply)

### 1.2 Specialized and Genetic Testing
Due to the specialized nature of genetic and advanced testing, cancellation terms are stricter:
– 🟢 **More than 7 days before sample processing**: The order is still in the **early administrative and logistics stage** Full refund
– 🟡 **3-7 days before sample processing**: Your order has entered the **supply chain and preparation stage**. 50% refund
– 🔴 **Less than 3 days before sample processing or after processing has begun**: No refund

## 2. How to Cancel
To cancel services, please notify us by:
– **Email**: contact@hilmilab.co.uk (preferred method)
– **Phone**: +44 7424 997223 during business hours (9:00 AM – 5:00 PM GMT, Monday-Friday)

Please provide the following information when cancelling:
– Your full name and contact information
– Order or reference number
– Test(s) ordered
– Reason for cancellation (helps us improve our services)

## 3. Refund Processing
If you are entitled to a refund:
– Refunds will be processed within 14 business days of cancellation approval
– Refunds will be issued to the original payment method whenever possible
– Bank transfers may take 3-5 additional business days to appear in your account

## 4. Cancellation by Us
We reserve the right to cancel services under certain circumstances:
– **Insufficient sample**: If the provided sample is insufficient for analysis
– **Sample degradation**: If the sample has degraded during transport and is unsuitable for testing
– **Technical issues**: If equipment failure or technical issues prevent us from performing the test
– **Unforeseen circumstances**: Force majeure events including natural disasters, pandemics, or other events beyond our control

In such cases, we will offer you the option of rescheduling at no additional cost or receiving a full refund.

## 5. Rescheduling Policy
You may reschedule services without penalty if you provide at least 24 hours’ notice for routine tests and 72 hours’ notice for specialized tests. Rescheduling with less notice may incur a rearrangement fee of £25 .

## 6. Exceptional Circumstances
We understand that exceptional circumstances such as medical emergencies may prevent you from keeping your appointment or providing samples. In such cases, please contact us as soon as possible, and we will review your situation on a case-by-case basis with compassion and understanding.

## 7. Questions
If you have any questions about our cancellation policy, please contact us at:
**Email:** Contact@hilmilab.co.uk
**Phone:** +44 7424 997223

*Note: This cancellation policy applies to direct-to-consumer services. Institutional clients may have different terms as specified in their service agreements.*