Refer Onwards 4 - Refer to clinical - I don't understand my results/I need to talk to a clinician etc - We have a dedicated team of clinicians available to answer any queries a customer may have. I will arrange for one of the clinical team to call you directly to discuss this with you. Can you provide me with a contact number and time and I will ask one of the team to call you then. Alternatively, you may contact them directly on Ireland - +353 1 513 6654, UK - +44 203 936 4095, USA - +1 929 376 0056 , Account - Password Changes - I am sorry to hear that you are having difficulties with your password. If you have forgotten your password, please click on 'Forgot my Password' and a link will be forwarded to your email address. If you haven’t received the email with a link to reset your password, please check your spam/junk folder. Unfortunately, I cannot change or reset your password through Live Chat. If you still require assistance, please can you contact us at the following numbers or alternatively we can contact you directly if you could provide a contact number and a suitable contact time. Ireland - +353 1 513 6654, UK - +44 203 936 4095, USA - +1 929 376 0056, Blood - Blood sample collection issues - need replacement - I am sorry to hear that you have some issues collecting your sample. If you would like to try the test again I am happy to send out a replacement test kit. I will forward some tips that may be helpful during the collection process if you would like me to? I will do this via email., Blood - Blood sample collection issues - send sample anyway - I am sorry to hear that you are having difficulty with the blood collection process. Have you managed to fill the tube approximately half way? Do you have some remaining lancets? The following tips are particularly helpful when taking a sample : 1. Drink a glass of water. Being well hydrated will make it easier to collect your sample. 2. Run your hands under warm water for a few minutes, as heat improves blood flow. 3. Do some light exercise (move around, go for a walk, etc.) to get the blood flowing. 4. Make sure your arm is below your heart level - let gravity do some of the work. I will stay on the chat with you if you could let me know if this is successful? , Test - Coming Soon - Website Msg - We are delighted to see your interest in our test. Unfortunately, this test is not available for purchase at this time. However, we would encourage you to check back in the near future for its availability. In the meantime, can I help you with another test of your interest? , Refund - Refund denial x 2 no-results tests post communication with the clinical team - Upon checking your account, I can confirm that our clinical team offered a complimentary replacement test for you to test a second time with us. Unfortunately, when a customer accepts a complimentary replacement, we are unable to provide any further recourse should results not be available on the second occasion. This is as noted in the initial email you would have received from our clinical team. I apologize for any inconvenience caused by this. , Refer Onwards 7 - Urgent Medical Escalation - LGC customer - We are sorry to hear that you experienced any discomfort with our services. Your safety is our number one priority. We will have a member of our nursing team contact you to run a wellness check at the earliest convenience. On the call, we will discuss the best next steps. Can we confirm that our nursing team can contact you at the number on file/above in the chat?, Refer Onwards 5 - refer customer to email support@LGC for answer - Unfortunately, I would be unable to accurately answer this question. However, if you can provide your contact details along with the rest of your query, we can provide this to our Clinical Team to reach out to you with an answer. Alternatively, please email us at support@letsgetchecked.com with your query, including the test your are interested in and the medication you are taking, a member of our Clinical Team will respond to you., Refer Onwards 1 - Payer - Thank you for your query. This particular query must be handled by our US based support team. Please call our US support line at (888) 255-7995. They are available between the hours of 8 a.m. and 8 p.m. EST, Monday through Friday., Orders - Test Recommendation-US ONLY - You might find our new Digital Recommender tool useful in assisting you make a choice, it will give you Health test recommendations based on a simple general health quiz: https://www.letsgetchecked.com/quiz/general-health/prodRecInterstitialGettingStarted, Medical Type Queries - Diabetes Test vs Insulin Test Queries - Our Diabetes Test measures your % of Hemoglobin A1c levels over the timeframe of 2 to 3 months. This test is used to determine your risk of diabetes (pre-diabetes) or how well your diabetes is being managed. We are unable to test on any other measures of diabetic concerns. However, I have provided the link below to learn more about our Diabetes Test. The sample must be collected in the morning, preferably before 10 am, on a Monday, Tuesday, Wednesday or Thursday and returned on the same day. The test does not require you to be fasting. [Link Here - Depending on Region] , Expiry - Expiry date query - cant replace - I am sorry to hear that your test has expired. Unfortunately if the kit has passed its expiry date, it can no longer be used as the lab can no longer process the sample. A notification would have been received the month preceding the expiry date notifying you of the upcoming date and suggesting that the test be used prior to this date. I am very sorry but unfortunately I am unable therefore to provide any further recourse. My apologies for any inconvenience., Cancellations - Cancel order - after dispatch USA/UK/IRE after 14 days - non Covid - As your package has been dispatched we are unable to cancel the order at this stage. Unfortunately, any cancellations must be made within fourteen days of delivery of the Product to you. I am so sorry but as this time period has already lapsed, we are unable to provide a refund at this stage. You can save your test for later or perhaps give it to someone else to use. Just take note of its expiration date and use it before the last day of the month prior to the expiration date. We apologize for any inconvenience., Cancellations - Cancel order - after dispatch UK/Ire within 14 days - non Covid - As your package has been dispatched we are unable to cancel the order at this stage. However we understand if you no longer want the test and are happy to consider a refund. We hope you understand that due to the nature of our tests they cannot be re-used when returned. Therefore if your test was shipped with express shipping, please be aware the cost of the shipping will be deducted from the refund. If it was ordered with standard shipping, there will be no deductions. Will I go ahead and arrange this for you?, Inappropriate - Inappropriate Behaviour Existing Customer - Chance 1 - I appreciate how frustrating and worrying this must be, (insert Customer name), I am here to help and will do the best I can to resolve this issue, but I am unable to do so if you continue to swear/ use bad language.,

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