Question 1

How does the blood collection work?

Accepted Answer

It depends on the test, and you choose your collection method at checkout. Most tests offer a home kit posted to your door: either a free capillary sampling kit (no needle, you collect a few drops yourself and post it back) where eligible, or a venous kit (£11), where the tubes are posted to you but the blood must be drawn by a qualified phlebotomist. You can also book a nurse visit to your home (£55), or an appointment at a partner Goodbody clinic (a £45 appointment fee, plus an £11 kit we post for you to bring along). A few advanced panels are clinic-only because some markers (such as insulin or homocysteine) need same-day processing, and a few tests use a £11 saliva kit instead. Checkout always shows the methods available for your chosen test and the full price breakdown.

Question 2

How long does it take to get my results?

Accepted Answer

Once your sample arrives at our laboratory, results are typically available within 2-3 working days. Some specialist or referred tests take a little longer, and where that's the case the expected turnaround is shown on the test's product page. You'll receive an email notification when your results are ready, and you can view them immediately in your dashboard.

Question 3

Are the laboratory tests accurate?

Accepted Answer

Yes. All our tests are processed by UKAS-accredited laboratories, accredited to ISO 15189, the same international standard used by NHS pathology laboratories, and subject to ongoing UKAS assessment.

Question 4

Who is your laboratory partner?

Accepted Answer

We work with Inuvi, our UKAS ISO 15189 accredited laboratory partner. Registered with the Care Quality Commission (CQC), Inuvi runs one of the UK's broadest UKAS-accredited testing schedules for both venous and capillary blood, and supports every sample from collection through to final reporting. You can read more about why we chose them on our laboratory partner page, linked in the site footer.

Question 5

What biomarkers are included in each test?

Accepted Answer

Every panel covers a different set of biomarkers, matched to what you want to understand. The Shop page lists the full set for each one. If you would like a recommendation for your situation, our support team can help.

Question 6

How do I book my collection?

Accepted Answer

It depends on how you chose to give your sample at checkout. If you picked a home kit (capillary or venous), there is nothing to book: we post the kit to you and you return it in the prepaid envelope. If you chose a clinic appointment, you pick your clinic, date and time during checkout and we confirm it automatically straight after payment (you'll get a confirmation email and a reminder the day before). If you chose a nurse home visit, we arrange a convenient time with you after you order.

Question 7

Can I track my order?

Accepted Answer

Yes. Sign in and go to My Orders to see your order status and, for clinic or nurse bookings, your appointment details. Lab orders show a step-by-step tracker from order placed through to results ready, and we email you at each key stage, when your kit is dispatched and delivered, when your sample reaches the lab, and when your results are ready. If you booked a clinic or nurse appointment, you'll also receive an email reminder beforehand.

Question 8

Do you offer appointments outside the UK?

Accepted Answer

Not yet. We currently serve addresses within the United Kingdom, which keeps us aligned with UK healthcare regulations and laboratory standards. International expansion is something we're working towards. Sign up for our newsletter to be the first to know.

Question 9

What if I need to reschedule my appointment?

Accepted Answer

It depends on your appointment type. Clinic appointments (with our partner Goodbody Clinic) can be rescheduled once for free, or cancelled, up to 24 hours before your slot. On cancellation we refund the £45.00 clinic fee and the test fee; the £11 collection kit is non-refundable once it has been dispatched (it's personalised to you), so if the kit has already shipped, contact support@praetor.health and we'll process it. Within 24 hours, or for a second change, a £45.00 clinic fee applies under our partner's terms, so please contact support@praetor.health. Nurse visits are arranged by our lab partner Inuvi: reschedule or cancel free of charge with at least 48 hours' notice by contacting Inuvi directly on 0118 467 0555 (or using the details in your appointment confirmation email); inside 48 hours, or for a no-show, a £35.00 late-cancellation fee applies and is passed through to you at cost. Full details are in our Refunds & Returns Policy (linked in the site footer).

Question 10

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, American Express) through our secure payment partner, Stripe. We also accept Apple Pay and Google Pay for quick checkout.

Question 11

Can I get a refund?

Accepted Answer

It depends on the stage of your order. While your order is paid and your kit has not yet been dispatched, you can cancel it yourself for a full refund from the order page in your dashboard (clinic appointments: up to 24 hours before your slot). Refunds go back to your original payment method, typically within 5 to 10 working days. Once a kit has been dispatched it is personalised to you and cannot be returned for a refund, but we replace damaged kits free of charge and handle sample failures case by case. If something is wrong with your order after dispatch, contact support@praetor.health and we'll help. Your statutory rights under the Consumer Rights Act 2015, including any remedy for a faulty, damaged, or misdescribed kit, are unaffected. Full breakdown is in our Refunds & Returns Policy (linked in the site footer).

Question 12

How do I cancel my order?

Accepted Answer

You can cancel online while your order is still being prepared. Sign in, go to My Orders, open the order, and choose 'Cancel order'. You can cancel for a full refund any time before your kit has been dispatched. For clinic appointments, you can cancel online up to 24 hours before your slot. We'll stop fulfilment, cancel your lab order (and release your clinic slot if you booked one), and refund your full payment to your original payment method, typically within 5 to 10 working days. If your kit has already shipped, or your clinic appointment is within 24 hours, the Cancel button won't appear, so please contact support@praetor.health and we'll help.

Question 13

Do you offer payment plans?

Accepted Answer

We're currently exploring payment plan options. In the meantime, you can use services like Klarna or PayPal Pay Later at checkout where available.

Question 14

Are prices inclusive of VAT?

Accepted Answer

Yes, all prices displayed on our website include VAT. Medical tests may be exempt from VAT in certain circumstances. Contact our support team if you believe this applies to your purchase.

Question 15

How do I reset my password?

Accepted Answer

Choose "Reset password" on the login page if you created your account with an email address and password. We’ll send reset instructions. If you used Apple, Google or GitHub, continue with the same provider instead because it manages your sign-in credentials. If a password-reset email does not arrive, check your spam folder.

Question 16

Can I share my results with my doctor?

Accepted Answer

Yes. You can download a PDF of your results from your dashboard to share with healthcare professionals.

Question 17

How do I delete my account?

Accepted Answer

You can delete your account directly from your Profile page. Go to My Profile, scroll to the Danger Zone section, and follow the deletion steps. Your profile, health records, and personal data will be permanently removed. Order records are retained in anonymized form for legal and tax compliance. Please note that accounts with active blood test orders cannot be deleted until those orders are complete.

Question 18

Is my health data secure?

Accepted Answer

Yes. We use AES-256 encryption for all data at rest and TLS 1.2 or higher for data in transit. Our platform is hosted on Microsoft Azure in the West Europe region and complies with UK GDPR and healthcare data regulations.

Question 19

Who can see my health data?

Accepted Answer

Only you can access your full health data through your secure dashboard. Our laboratory partners process samples with anonymised identifiers. We never share, sell, or disclose your personal health data to third parties without your explicit consent.

Question 20

How long do you keep my data?

Accepted Answer

We retain your health data for 10 years to enable longitudinal health tracking and historical comparisons. You can request deletion at any time, though some records may be kept for legal compliance.

Question 21

Is this medical advice?

Accepted Answer

No. Our platform provides health information and insights, not medical diagnosis or treatment advice. Always consult a qualified healthcare professional before making health decisions based on your results.

Question 22

Where can I read your full policies?

Accepted Answer

You can find our Privacy Policy, Terms of Service, and Cookie Policy in the footer of every page, or visit the Legal section of our website.

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