What if my test is invalid?

We recommend you book your test supervision appointment as early as possible within the 72 (or occasionally 48) hour window prior to travel in case of the rare event of a problem with your test.

 

There is a 1-2% chance of an invalid test. An invalid test can be caused by a faulty test, a failure to follow instructions properly, or poor sample collection.

 

An invalid test result is shown by the failure of the quality control ‘C’ line to appear, even if the detection line ‘T’ appears.

 

In the event of an invalid test that is deemed a product error, we will do our best to rectify the issue in several ways:

 

  • If you have purchased additional tests, and have one available to use, we will offer a repeat test supervision immediately using the available test. We will then replace or refund the invalid one as preferred.
  • If you do not have a spare test available, we will endeavour to supply you with another test kit and appointment within 24 hours. However, if your flight is within 24 hours, this might not be sufficient. In this case we will refund the cost of test and postage and pay for you to take the test at your departure airport up to a cost of £50.

If the invalid test is a result of failure to follow the instructions of our nurses, we have a no refund policy.

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