Refund policy

Last updated: 05/06/2025

This Return & Refund Policy outlines how we handle cancellations, changes, and refunds for services booked through https://nuvivo.co.uk.

NUVIVO HEALTH LTD provides private healthcare services including blood tests, nurse home visits, and personalised health reports.

We aim to provide a fair and transparent refund policy while maintaining the high standards expected of medical services.

1. CANCELLATIONS BY THE CUSTOMER

You may cancel or reschedule your appointment under the following terms:

👉 Home Visit Appointments

  • More than 48 hours' notice: Full refund or free reschedule

  • Less than 48 hours' notice: 50% cancellation fee applies

  • Less than 24 hours' notice or missed appointment: No refund (100% fee retained)

👉 In-Clinic Appointments

  • More than 24 hours' notice: Full refund or free reschedule

  • Less than 24 hours' notice: 50% cancellation fee applies

  • No-show without notice: No refund

2. CANCELLATIONS BY US

If NUVIVO HEALTH LTD must cancel or reschedule your appointment due to nurse unavailability, courier issues, or any operational reason:

  • We will offer to reschedule at your convenience, or

  • Provide a full refund with no penalty

3. TEST KIT RETURNS

Test kits are classed as medical goods and are non-returnable once dispatched or opened, due to hygiene and contamination risk.

We can only offer a refund if:

  • The kit is cancelled before dispatch, OR

  • There is a manufacturer defect, OR

  • It was sent in error

4. INCORRECT OR FAILED SAMPLE COLLECTION

If your sample cannot be processed due to collection failure or lab rejection:

  • We may offer a free retest at our discretion

  • If the issue was due to our team, you will be eligible for a free repeat visit

  • If the issue was due to customer non-compliance (e.g. not following fasting instructions), a £25–£50 rebooking feemay apply

5. DIGITAL PRODUCTS (e.g. Reports)

We do not issue refunds for:

  • AI-generated reports

  • PDF result summaries

  • Downloadable lifestyle recommendations

Once these are delivered, they are non-refundable.

6. REFUND TIMEFRAME

  • Refunds will be issued to your original payment method

  • Please allow 5–10 working days for funds to clear

  • You will be notified by email once your refund is processed

7. HOW TO REQUEST A REFUND

To request a cancellation or refund, contact us at:

📧 hello@nuvivo.co.uk
Please include:

  • Your full name

  • Order number or booking ID

  • Reason for cancellation

8. QUESTIONS OR DISPUTES

We are committed to resolving all refund and service issues fairly. If you’re not satisfied with the outcome, we encourage you to contact us directly before raising a formal dispute.