Need to Cancel or Reschedule?

Here’s Our Policy

Customer (Individual Customer)
Company & Affiliated Customer
Service Provider

CUSTOMER (INDIVIDUAL CUSTOMER)

This policy applies to bookings made directly by customers (individual customers) through Mobile Medical Lab. By scheduling a service or booking, you acknowledge and agree to the terms outlined below.

Definition of Terms

  • Individual Customer – Refers to any person who books services directly with Mobile Medical Lab for personal or self-pay purposes and is not booked by one of Mobile Medical and/or LABS TO GO partner companies.
  • Service Provider – Refers to any licensed or credentialed professional, contractor, or partner authorized by Mobile Medical Lab and/or LABS TO GO to perform mobile specimen collection or related services.
  • Booking / Appointment – Refers to a scheduled service request made through the Mobile Medical Lab app, website, or authorized booking channels.

Policy

Customer Cancellations

  • Cancellations made more than 24 hours before the scheduled appointment – Customers may cancel their appointment more than 24 hours in advance and will receive a full refund. No cancellation fees apply.
  • Cancellations made 24 hours or less before the scheduled appointment – Cancellations made within 24 hours of the scheduled appointment are considered late cancellations. Payments are non-refundable.

Customer Rescheduling

  • Rescheduling more than 24 hours before the scheduled appointment – Customers may reschedule their appointment more than 24 hours in advance. The original payment remains non-refundable, and no rescheduling fees will be applied. The same Service Provider will be assigned, subject to availability. If the original Service Provider is unavailable, the customer may contact Mobile Medical Lab Support for assistance.
  • Rescheduling within 24 hours of the scheduled appointment – Rescheduling within 24 hours of the appointment is permitted only up to 8 hours before the scheduled appointment time and requires a new payment to reschedule. The original payment remains non-refundable. Requests made within 8 hours of the scheduled appointment will not be accepted and will be treated as a cancellation.

Customer No-Show

  • Failure to appear at the scheduled appointment will be considered a no-show. In such cases, the payment is non-refundable, and the booking will be treated as a cancellation.

Service Provider No-Show

  • If a Service Provider fails to appear for a confirmed appointment, the customer will be entitled to a full refund or may choose to reschedule the appointment by contacting Mobile Medical Lab Support at no additional cost.

Payment Terms

  • All bookings require full payment at the time of booking. Payments are non-refundable except where a refund is expressly stated in this policy. Any required additional payment for rescheduling must be completed before the new appointment is confirmed.

Policy Enforcement & Changes

  • Mobile Medical Lab reserves the right to enforce this policy, restrict or suspend accounts for repeated violations, and update this policy from time to time. Any changes will be posted on the website and/or communicated through the app.

Support

  • For questions or assistance related to cancellations or rescheduling, please contact Mobile Medical Lab Support through the app or website.