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FAQ2022-08-08T12:39:00+00:00

FAQ’s

What is our Appointments Cancellation Policy?2022-08-08T12:52:25+00:00

Cancellation Policy
Please understand that appointment times are limited and in high demand. When you book your appointment with us, you are holding a space on our calendar that is no longer available to our other customers. However, if you must cancel your appointment, we respectfully request at least 48 hours notice in order to allow another customer access to that appointment time.
Cancellations — 48 hours or more in advance will receive a 80% refund
Cancellations – 24 hours in advance will receive a 50% refund
Cancellations made within 24 hours will not receive a refund
Exceptions
The Mandatory Testing for Inbound Travel (Day 2 & Day 8) If you do not have the test, for any reason whatsoever (other than a failing on our part), the cost is non-refundable. Please note that if a positive test result is produced for a day 2 test the results will need to be sent for genomic sequencing in accordance with Public Health England requirements. By accepting these terms, you consent to this.
We are unable to cancel or refund remote testing e.g. ‘Virtual Test in a Box’ tests once they have been collected or dispatched and are therefore will be non-refundable.

What is Coronavirus?2022-08-08T12:52:32+00:00

Coronaviruses are a large family of viruses which may cause illness in animals or humans. In humans, several coronaviruses are known to cause respiratory infections ranging from the common cold to more severe diseases such as Middle East Respiratory Syndrome (MERS) and Severe Acute Respiratory Syndrome (SARS). The most recently discovered coronavirus causes coronavirus disease, COVID-19.

What is COVID-19 (Coronavirus)?2021-11-12T11:01:01+00:00

COVID-19 is the infectious disease caused by the most recently discovered coronavirus. This new virus and disease were unknown before the outbreak began in Wuhan, China, in December 2019.

What are the symptoms of COVID-19?2021-11-12T11:02:06+00:00

The most common symptoms of COVID-19 are recent onset of:

  • a high temperature – this means you feel hot to touch on your chest or back (you do not need to measure your temperature); OR
  • a new, continuous cough – this means coughing a lot for more than an hour, or 3 or more coughing episodes in 24 hours (if you usually have a cough, it may be worse than usual); OR
  • a loss of or change in sense of smell or taste
What is the Antigen swab test for?2022-08-08T12:47:56+00:00

The antigen swab test gives you a very reliable indicator of whether you have or have not currently got the virus. A positive result has a very high chance of confirming if you are carrying covid-19 virus in sufficient quantities (viral load) to make you infectious. There is of course a margin for error in any test, but the margin is small.

What is the Antibody blood test for?2022-08-08T12:47:49+00:00

The antibody blood test gives you a very reliable indicator of whether you have been exposed to the virus by detecting certain antibodies in your blood. Please note; it is not yet fully known if an individual with a positive result showing presence of IgG levels following being infected with COVID-19 will be protected, either fully or partially, from future infection, or for how long the protective immunity may last. Please see our available tests for more information.

Is there any treatment for COVID-19?2021-11-12T11:05:19+00:00

There is currently no specific treatment for COVID-19. Antibiotics do not help as they do not work against viruses. You can ease the symptoms at home until you recover by:

  • getting plenty of rest;
  • drinking water to keep yourself hydrated – you should drink enough to ensure your urine (pee) is a pale, clear colour;
  • use over-the-counter medications such as paracetamol to help with some of your symptoms. Make sure you follow manufacturer’s instructions and do not exceed the recommended dose.
How can I stop the spread of COVID-19?2021-11-12T11:06:12+00:00

You can help stop the spread by:

  • washing your hands frequently and thoroughly for 20 seconds throughout the day;
  • covering your coughs and sneezes with disposable tissues or into the crook of your elbow if you do not have tissues. Dispose of tissues in a rubbish bin and immediately wash your hands;
  • practising social distancing ensuring you keep 2metres (6feet) away from others at all times;
  • wear a face covering when appropriate
Should I wear a face covering?2021-11-12T11:07:10+00:00

You should use face coverings in particular circumstances ­- short periods in enclosed spaces where social distancing is not possible.

How long does the virus survive on surfaces?2022-08-08T12:51:23+00:00

The most important thing to know about coronavirus on surfaces is that they can easily be cleaned with common household disinfectants that will kill the virus. Studies have shown that the COVID-19 virus can survive for up to 72 hours on plastic and stainless steel, less than 4 hours on copper and less than 24 hours on cardboard.

As always clean your hands by washing with soap and water or with an alcohol-based hand rub and avoid touching your face.

Should I buy a home test kit or have the test done by a trained person?2021-11-12T11:09:08+00:00

Always have these tests done by a trained person. Especially the rapid antigen swab test as it would be difficult to perform then necessary action on yourself leading to potentially unsafe results. All of our tests are performed by a trained person to ensure the accuracy of results. Please see our available tests for more information.

Can I catch COVID-19 from my pet?2022-08-08T12:51:04+00:00

There is an issue around the capacity for pets to carry the virus on their fur or skin, as with any other surface. The World Health Organization (WHO) states you should wash your hands with soap and water after contact with pets. Therefore, to keep you and your pet safe, minimise potential exposure to the virus by washing your hands after handling pets and isolating pets if someone in your household shows symptoms of COVID-19.

Should I do my grocery shopping differently during COVID-19?2022-08-08T12:51:11+00:00

Before you go shopping wash your hands for 20 seconds and if sanitiser is available, wipe the handles on the trolley or basket before and after use. Try to avoid touching your face and remember to stay 6 feet (2m) apart from the next person. If possible, use a contactless method of payment.

Once home, wash your hands well and after handling and storing your purchased goods. You should also wash fruit and vegetables before eating as usual, but there is no evidence to suggest you need to do this with the rest of your groceries.

How do I stay safe while being physically active during COVID-19?2022-08-08T12:51:18+00:00

It is important to keep active during this time. When you go outdoors for physical activity, ensure you stay two metres (6 feet) apart from people who are not part of your household at all times.

This advice excludes those who are in high clinical risk groups, or in houses where someone has symptoms of coronavirus (COVID-19).

How does Test to Release work?2021-11-12T11:17:09+00:00

24 hours before the end of your trip: Check whether the country you are returning from is on the government travel corridor list. This list changes frequently and without notice. If your country is not on the list, book your test-to-release appointment with us for 5 days from when you return to the UK.

Arrive: in England from a country not on the corridor list. Go straight to the place you plan to self-isolate. Start self-isolating according to the UK government’s instructions.

Day 5: (the count starts from zero the day you leave the origin country so if you arrive the same day you left, that is day zero and the next day is day 1): Come to your appointment and take your test. If this is before 4pm, your result will be sent to you in 24 hours. If after 4pm, it will be sent to you in 48 hours.

Day 6 or 7: Receive your results by email. If negative, you are to end self-isolation. If the result is positive, you must remain in isolation for another 10 days (this count starts the day you took the test). People you are living with or staying with should also self-isolate for the extra 10 days, regardless of their results.

Am I required to wear a face mask when taking my test2021-11-12T15:06:33+00:00

We kindly request that everyone visiting the test centre comes equipped with and wearing a face mask when entering the premises. If you do not have a face mask on you, we do offer them before entry. Because of the nature of this service, it is in the best interests of all our employees and customers that social distancing guidelines are followed as closely as possible!

What is a Covid-19 Recovery Certificate2022-03-29T08:00:57+00:00

A Covid Recovery Certificate certifies that you have been infected with Covid-19 and have recovered, implying that you have natural immunity to re-infection.

How do Covid-19 Recovery Certificates work?2022-03-29T08:02:27+00:00

You must be able to present documentation of a positive Covid-19 test and demonstrate that you have recovered from the virus in order to receive a certificate. A photo, PDF, or screenshot of your positive Covid-19 certificate must be uploaded (or NHS notification). This may also be required prior to departure, so make sure to check the regulations for your location before departing. If you have provided us with all of the necessary evidence, we will be able to grant you the certificate within the timeframe you specify (2-12 working hours).

What can a Covid Recovery Certificate be used for?2022-03-29T08:03:33+00:00

The Certificate can be used in any case where you need to demonstrate that you have recently recovered from Covid (therefore pose no risk to others). Travel, attending huge events, and returning to work are some of the most typical uses.

How do I prove that I no longer have Covid-19?2022-03-29T08:04:28+00:00

It’s usually assumed that after 7 days of Covid-19, you’ll have recovered and will no longer be contaminated. As long as you haven’t experienced any symptoms in the last 48 hours. If you’re still feeling unwell, it’s possible that you haven’t fully recovered.

How many days after my symptoms can I apply for a Covid Recovery Certificate?2022-03-29T08:22:20+00:00

If you have been symptom-free for 48 hours after receiving an initial positive result, you can apply for a Covid Recovery Certificate after 7 days (the first day of your symptoms or the day of your test is day ZERO). If you’re travelling within 10 days after receiving a positive test or the onset of symptoms, we recommend wearing a mask.

Which types of Covid test are acceptable to get the Covid Recovery Certificate?2022-03-29T08:22:14+00:00

This will be determined by your final destination. Some countries will only accept PCR testing, while others will accept any form of test that hasn’t been administered by the patient. We cannot accept images of test cassettes; in order to create a legitimate certificate, your tests must have been confirmed by a healthcare practitioner.

Who can get a Covid Recovery Certificate?2022-03-29T08:22:04+00:00

Anyone (aged 5+ in the UK) who has recovered from a Covid-19 test result during the last 7 to 180 days is likely to be eligible. However, each case will be evaluated by a doctor, who will be bound by professional norms to provide the certificate only if they believe it is safe and correct to do so. Please note that the certificate is only valid for 90 days in many countries following a positive test, and only 30 days in others, so please confirm with your destination before purchasing the certificate.

Can children get a Covid Recovery Certificate?2022-03-29T08:21:24+00:00

We can offer certificates to everyone above the age of five.

How can I submit my evidence?2022-03-29T08:34:04+00:00

At the bottom of the application form, you can add PDFs and photos. Images of NHS test results can also be posted, but they must meet the following criteria:

  • To show the toolbar (which normally contains the time) at the top of the page, the image must be of the complete screen.
  • This must include the webpage address for screenshots of websites.
  • This must include everything on the screen at the time for screenshots of apps.
  • For screenshots of text messages, this must contain everything that was visible on the screen at the moment, as well as the sender’s name and phone number.
What do I do if my evidence is rejected?2022-03-29T08:35:48+00:00

If we suspect that there are concerns with the evidence’s veracity, we will not be able to accept it. Customers will not be able to resubmit future requests if there are signs of tampering with certificates and documentation.

How will I receive my Covid Recovery Certificate?2022-03-29T08:36:54+00:00

Within the timeframe you specify, your certificate will be emailed to you as a PDF (Express – 2 hours, Standard – 12 hours). This is between the hours of 9 a.m. and 6 p.m. GMT.

Can you post a copy of the certificate to me?2022-03-29T08:38:19+00:00

We don’t usually do this because it isn’t essential. If you’d like this done for an additional fee, please contact us.

Can I use a Covid Recovery Certificate for travel?2022-03-29T08:39:22+00:00

Many nations, including the United States, Australia, and some EU member countries, now recognise Covid Recovery Certificates. For more information, see the list of countries above.

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