I have asked for a refund in spite of a very confusing and poorly written item in VIVO conditions, (see below). I have received a credit note but in light of many complaints about results being late or not arriving I would prefer a full refund of £246. Extract in VIVO conditions:- "As I make an express request for a result to be guaranteed to me within the date and time I have chosen I understand that this service is non-refundable at the time of booking. I further understand that if my appointment cannot go ahead due to changes in regulations, government policies, changes to airline policies or changes to your own travel plans or anything out of your control, I can contact you to discuss and you have full and unfettered discretion as to whether a partial credit note gesture of goodwill can be issued to me.:" As no physical work has been undertaken between the time of booking and cancellation, merely computer based processes, I see no reason why a refund cannot be made. I too had to persist with a call late at night for more than 30 minutes!