CUSTOMER POLICIES · REVISED OCTOBER 27, 2026
Cancellations & refunds
Know where your order stands.
Before authorization is issued
You may cancel for a full refund before HealthRoute issues your collection authorization. Contact HealthRoute promptly so the team can check the order status and stop authorization where possible. A payment receipt is different from a collection authorization.
After authorization, before collection
Unused orders are reviewed case by case after collection authorization has been issued. Contact HealthRoute with your order reference before visiting a collection site. A refund is not automatic at this stage; the team will confirm whether the order remains unused and what resolution is available.
After specimen collection
No refund is available after specimen collection. Test results, the requesting organization’s decision, or a change in your plans after collection do not change this policy.
How to request a cancellation
Call 407-859-1880 or use the HealthRoute contact page. Provide your order reference and a way to reach you. Do not include card numbers, test results, or identity documents in a general message. Submitting a request does not by itself confirm cancellation; HealthRoute will confirm its status.
Approved refunds
Approved card refunds are returned through the original payment method when supported. Your bank or card provider controls when the credit appears. Contact HealthRoute about a duplicate charge or payment error so the team can reconcile the transaction.
Need help? 407-859-1880 ↗ · Contact HealthRoute ↗