Refund and Returns Policy

BIOVANCE GROUP LTD — REFUND & CANCELLATION POLICY
Effective Date: 15 September 2026
Version: 2.0

1. Overview and Statutory Consumer Rights
   1.1 Company Information. This Refund & Cancellation Policy applies to all diagnostic testing kits, mobile phlebotomy appointments, genetic sequencing services, consultations, and digital health guides purchased from Biovance Group Ltd (“Biovance”, “we”, “us”, or “our”).

• Company Name: Biovance Group Ltd
• Registered Office Address: 22 Acorn Lane, EN6 4JQ
• Company Registration Number: 17135820
• Contact Email: hello@biovance.co.uk
  1.2 Statutory Protection. Nothing in this policy limits or excludes your statutory legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs 2013) or the Consumer Rights Act 2015 (CRA 2015). We are under a statutory legal duty to provide services carried out with reasonable care and skill and to supply goods that are of satisfactory quality, fit for purpose, and as described.

2. Your Statutory 14-Day Right to Cancel
   2.1 The Cooling-Off Period. Under Regulation 29 of the CCRs 2013, you have the legal right to cancel your purchase within a 14-calendar-day cooling-off period without giving any reason. The cancellation period begins on the day the service contract is entered into (the purchase confirmation date).
   2.2 Express Request for Immediate Performance. When purchasing a testing service, you request that the services (dispatching sample kits, scheduling mobile phlebotomists, or booking consultant time) commence immediately within the 14-day statutory cooling-off period.
   2.3 Proportionate Deductions (Regulation 36 CCRs 2013). If you cancel within the 14-day cooling-off period after requesting early commencement, you remain entitled to a refund minus a proportionate amount representing the services already performed and costs incurred up to the point of cancellation:

• Kit Not Yet Dispatched: If you cancel before your sample collection kit has been processed or dispatched by our logistics facility, you will receive a 100% full refund.
• Kit Dispatched: If your kit has already been dispatched, a deduction of £100 will be withheld to cover the unrecoverable cost of the diagnostic collection apparatus, protective packaging, shipping, and administrative processing.
• Hygiene & Health Protection Exemption: In accordance with Regulation 28(3)(a) of the CCRs 2013, your right to cancel and return physical test kits is lost once the sterile packaging or protective hygiene seal of any lancet, blood collection tube, or swab has been broken or unsealed.
• Service Fully Performed: In accordance with Regulation 36(1) of the CCRs 2013, your right to cancel is lost entirely once the contracted laboratory diagnostic analysis or consultation has been fully completed.

3. Mobile Phlebotomy Appointments
   Where your service includes an in-person blood collection appointment at your home or workplace:

• Rescheduling or Cancelling with Over 48 Hours’ Notice: You may reschedule your appointment or cancel for a full refund (less the cost of any unsealed or dispatched kit) at no additional charge.
• Failed Access or No-Shows: If the professional attends your agreed appointment at the scheduled time but cannot gain access to you, or you are unavailable after a 15-minute grace period, the fee is forfeited. Rebooking will require payment of a new charge.

4. Home Self-Collection Kits & Failed Samples
   4.1 Client Obligations for Sample Integrity. Where you choose a home self-collection kit (capillary finger-prick, arm test or saliva/buccal swab), you are responsible for following the included instructions, filling the tubes to the indicated fill line, allowing dried blood spots to dry fully, and posting the sample within 24 hours of collection via the provided pre-paid tracked envelope.
   4.2 User-Error Sample Failures. No refund will be issued if a laboratory rejects a sample due to:

• Insufficient blood volume or improper fill levels;
• Haemolysis or clotting caused by improper collection technique;
• Posting a dried blood spot before it is completely dry; or
• Sample degradation caused by delayed posting or improper temperature exposure by the customer.
  In such cases, you may purchase a replacement collection kit and processing voucher at a subsidised fee of £150.
  4.3 Laboratory or Transit Failures. If a sample is deemed invalid or compromised due to a postal carrier failure, courier loss, or laboratory processing error outside your control, Biovance will dispatch a replacement kit and provide a retest at zero additional charge.
  4.4 Damaged or Faulty Kits. If your test kit arrives damaged, incomplete, or with a broken seal, notify us at hello@biovance.co.uk within 48 hours of receipt, and we will ship a replacement kit free of charge.

5. Genetic Sequencing Services
   Because genetic testing involves bespoke, non-reversible DNA extraction and sequencing tailored specifically to an individual’s biology:

• Pre-Processing Cancellation: If you cancel after kit dispatch but before your sample has been submitted to the laboratory and before providing explicit consent under our Genetic Testing Consent Terms, you will receive a refund minus the £30 kit and administrative fee.
• Post-Processing Non-Refundability: Once your sample has arrived at the laboratory and DNA extraction or microarray analysis has begun under your Genetic Testing Consent Terms, the service is strictly non-refundable under Regulation 28(1)(b) of the CCRs 2013 (goods and services made to bespoke specifications and inherently personalized).
• Quality Control Failures: If your biological sample yields insufficient DNA for full sequencing through no fault of your own, we will provide a complimentary replacement collection kit and secondary analysis. If the secondary analysis cannot be completed, you will receive a full refund for the genetic service element.

6. Consultations

• Rescheduling with More Than 48 Hours’ Notice: You may reschedule your consultation at no extra charge by emailing hello@biovance.co.uk.
• Cancellations with Less Than 48 Hours’ Notice / No-Shows: If you cancel with less than 48 hours’ notice or fail to attend your scheduled telehealth session, the consultation is forfeited without refund. A rebooking fee applies to schedule a replacement session.
• Late Arrival: If you join the consultation late, the session will conclude at the originally scheduled finish time to preserve subsequent client bookings. Lost session time cannot be refunded or rescheduled.

7. Digital Reports and Longevity Guides
   In accordance with Regulation 37(1) of the CCRs 2013, if you purchase standalone downloadable digital guides, wellness protocols, or digital reports, you acknowledge and agree that:

• By downloading, opening, or accessing the digital file, you consent to immediate supply and waive your 14-day statutory right to cancel.
• Downloaded or accessed digital deliverables are non-refundable.
• If a file is corrupted, inaccessible, or technically defective, contact hello@biovance.co.uk and we will provide an uncorrupted replacement link or file within 24 business hours.

8. Cancellation Summary Table Service Element Cancellation Notice Fee / Refund Entitlement Kit (Pre-Dispatch) Any time before dispatch confirmation 100% Full Refund Kit (Dispatched, Sealed) Within 14 days of purchase Full refund minus £30 kit & administrative deduction Kit (Unsealed / Used) Any time after seal broken Non-refundable (hygiene & health protection exception) Mobile Phlebotomy Over 48 hours before visit 100% Free Reschedule or full phlebotomy fee refund Mobile Phlebotomy Under 48 hours or client no-show £65 fee forfeited; £35 rebooking charge applies Lab Analysis (In Progress) After laboratory extraction starts Non-refundable (bespoke processing under CCRs) Consultation Over 48 hours before session 100% Free Reschedule Consultation Under 48 hours or client no-show Session forfeited; £35 rebooking fee applies Digital Guides / Reports After download or access link opened Non-refundable (express waiver under Reg 37)
9. How to Request a Cancellation or Refund
   9.1 Written Notice. To cancel a service or request a refund, submit a clear written request via email to hello@biovance.co.uk. You may use the model format below (optional):
   To: Biovance Group Ltd (hello@biovance.co.uk)
   I hereby give notice that I wish to cancel my contract for the following Service:

• Order Reference Number:
• Date of Order:
• Client Full Name:
• Client Email Address:
• Reason for Cancellation (Optional):

9.2 Review & Processing Timeline.

• We will review and acknowledge your cancellation request within 3 to 5 working days.
• Approved refunds are returned automatically to the original payment method (via our secure payment processor) within 10 to 14 calendar days of approval.

10. Consumer Rights Act 2015 Remedies
    If any part of our service is not performed with reasonable care and skill, or if physical goods are defective, you are entitled to statutory remedies under the Consumer Rights Act 2015:

• Repeat Performance: We will rectify any service error or provide a replacement test/consultation at no extra charge.
• Price Reduction: If repeat performance cannot be completed within a reasonable time or without significant inconvenience to you, you are entitled to an appropriate reduction in price or a full refund.

11. Customer Support & Inquiries
    For questions regarding order status, returns, or refund evaluations:

• Company Name: Biovance Group Ltd
• Registered Office Address: 22 Acorn Lane, EN6 4JQ
• Customer Support Email: hello@biovance.co.uk