Returns & Refunds Policy

Last updated: 30Nov2025

At Protocol & Co, we are committed to providing high-quality health services and clinical testing. Because our offerings are personalised, time-based, and often involve laboratory analysis, we are unable to offer returns or refunds.

1. Health Services – No Returns or Refunds

All consultations, treatments, and health services provided by Protocol & Co are non-refundable.
Once a booking is made and/or a service has been delivered (in person or online), no refund will be issued.

2. Laboratory Testing – Strictly Non-Refundable

All lab tests, test kits, and laboratory analyses are non-refundable, including but not limited to:

• test kit purchases

• sample processing

• lab analysis fees

• shipping costs

Once a test has been purchased or dispatched, no refund can be offered, even if:

• the test has not yet been completed

• the sample was unable to be processed

• you decide not to proceed with the service

• test results are delayed by the laboratory or courier services

These costs are set by external laboratory providers and cannot be reversed.

3. Digital or Downloadable Materials

Any resources, guides, or programmes delivered digitally are non-refundable once accessed.

4. Appointment Cancellations

If your return or refund request relates to a cancelled appointment, please refer to our Terms and Conditions for guidance on notice periods and any applicable fees.

5. Incorrect or Damaged Test Kits

If you believe your test kit arrived damaged or incomplete, please contact us within 48 hours of receipt.
We will work with the supplier to replace the kit where appropriate, but refunds cannot be issued.

6. Contact Us

For questions regarding this policy, please contact:
Email: hello@protocolandco.com