Fulfillment and refund policy

Last updated 8 August 2026

This page explains what you get when you buy from us, when you get it, and what happens if you change your mind or something goes wrong. It applies to every order placed on this website.

1. What we deliver, and how

Everything we sell is delivered digitally. We do not ship physical goods, so there are no shipping charges, no delivery addresses, and no carrier tracking.

Laboratory panels

An order moves through four steps.

• Order and authorization. You pay, and your order is reviewed and authorized by a physician in our network.
• Requisition issued. We place the order with a licensed clinical laboratory and post your requisition form to your account, normally within one business day. We email you when it is ready. If a physician cannot authorize your order, we refund you in full and tell you why.
• Your blood draw. You take the requisition to a partner draw site at your convenience. You do not need an appointment at every location, and there is no additional charge for the draw itself. Your requisition remains valid for twelve months from the date it is issued.
• Results delivered. The laboratory sends your results to us and we post them to your account, commonly two to seven business days after your draw. Certain specialised tests take longer, and we tell you at the time of ordering when that is the case.

Consulting sessions

After you book, we email you within one business day to schedule a time. Sessions are held by video or telephone. Your recording, notes, or written summary, where one is included, is delivered within three business days of the session.

2. Cancellations

Laboratory panels

You may cancel your order at any time before your blood is drawn, for any reason and without giving one. Email support@labsandconsulting.com or call us, tell us the email address on the order, and we cancel it. Your order form stays valid for twelve months, so an order you have not used yet can be cancelled at any point in that window.

Your order is placed with the laboratory the moment your payment goes through, and the platform fee paid to place it is not refundable after that point. A cancellation you ask for before your draw is refunded minus that platform fee, which usually runs $20 to $50 depending on how many tests are on the order. An order we cancel, because a physician declines to authorize it or because we cannot fulfill it, is refunded in full with no fee taken.

Once your blood has been drawn we cannot cancel the order. At that point the laboratory has received your specimen and the testing has either started or been completed, and that cost is incurred whether or not you look at the result.

If the laboratory or a collection site cannot complete a purchased test, for example because the specimen was insufficient or was collected in the wrong tube, any recollection or redraw is arranged between you and the laboratory. We do not perform the draw and we do not arrange or pay for a new one. A test the laboratory reports as not performed does not entitle you to a refund once your blood has been drawn.

Consulting sessions

You may cancel or reschedule a session at no charge up to 24 hours before its start time. Inside 24 hours, or if you do not attend, the session is treated as delivered and is not refundable. We will reschedule a missed session once as a courtesy where we reasonably can.

3. Refunds

We refund in the following circumstances.

• You cancel before your draw. Refunded, minus the non-refundable platform fee described above.
• A physician declines to authorize your order. Full refund, issued automatically, no fee taken.
• We cannot serve your location. If no partner draw site can perform your tests where you are, full refund, no fee taken.
• We fail to issue your order form. If we never issue the order form you paid for, full refund of the affected tests, no fee taken.
• You were charged in error. Duplicate charges and charges you did not authorize are refunded in full as soon as we confirm them.

We do not refund in the following circumstances.

• Your blood has been drawn. Once the specimen is with the laboratory the order is final. A result you did not like or did not expect is still a result.
• The laboratory could not perform an individual test after your specimen was collected. That is a laboratory decision outside our control. The order is considered fulfilled and individual unperformed markers are not separately refundable.
• You did not go for your draw. Your order form is valid for twelve months, so please use it, or cancel it within that window on the terms above.
• A consulting session you attended. Advice given cannot be returned.

How refunds are issued

Refunds go back to the original payment method. We submit the refund within two business days of approving it. Your bank or card issuer then takes its own time to post the money to your account, usually five to ten business days, which is outside our control. We email you when the refund has been submitted.

We do not issue store credit in place of a refund unless you ask for it.

4. Something went wrong. Talk to us first.

If your order has not arrived, your result looks wrong, or you do not recognise a charge, contact us before you contact your bank. We answer every message within one business day and we can usually fix the problem the same day. A dispute filed with your bank takes months to resolve and prevents us from helping you directly while it is open. We keep a record of every order form issued, every result delivered, and every message exchanged, and we provide that record on request.

5. What appears on your statement

Charges from us appear on your card or bank statement as LABS AND CONSULTING. If you see a charge you do not recognise under that name, it is us, and the contact details above will get you an answer quickly.

6. Promotions

We are not running any promotion, discount, trial, or referral offer at this time. Should we offer one in future, its full terms will be stated on this website and shown to you before you pay.