Policies

Payment and Refund Policy

Payment for testing services must be made at the time of book to secure your appointment.  We accept a variety of payment methods, including credit/debit cards and payment plans.

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All payments received for testing services provided by TrueLife Medical are 100% non-refundable.  Refunds will not be issued for any reason, including client dissatisfaction, inconclusive test results, or cancellation of testing services.  Clients are responsible for payment of testing services in full, regardless of the outcome of the testing process.

Late and No-
Show Fee Policy

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Clients who fail to show up or be available for their scheduled appointment without prior notification will be subject to a $100 no-show fee. No-show fees will be added to the total cost of the testing services and must be paid before rescheduling or proceeding with testing. Clients must provide at least 24 hours' notice for appointment cancellations or rescheduling to avoid a no-show fee. Clients are expected to arrive on time for their scheduled appointment with TrueLife Medical. A grace period of 15 minutes will be provided. Beyond this grace period, clients may be subject to a $30 late fee. Late fees must be paid before testing can proceed.

Combative
Environment
Policy

True Life Medical reserves the right to refuse service or terminate testing appointments in the event of combative or threatening behavior from any party involved.  The safety and well-being of our staff are our top priorities, and any form of physical or verbal aggression will not be tolerated.  Clients engaging in combative behavior, testing services will be suspended until the situation is resolved.

Pet Policy

Clients are required to ensure that all animals are secured in a separate area prior to the arrival of TrueLife Medical collectors for their appointment.  Clients with service animals must provide documentation of certification prior to the appointment. The presence of pets may interfere with the testing process and compromise sample integrity,  so this evaluation is necessary to maintain testing accuracy.

Mileage
Policy

True Life Medical charges a mileage fee of $0.67 per mile outside of 20 miles from office (Lutherville, MD) for mobile collections.  Clients will be informed of the estimated mileage fee based on their location before scheduling their appointment.  The total trip mileage will be calculated based on the round-trip distance between the TrueLife Medical location (Lutherville, MD) and the client's preferred testing site.  Mileage fees are payable at the time of booking and are subject to change based on current mileage rates.

Customer Service
Policy

True Life Medical strives to provide exceptional customer service and support to our clients throughout their testing experience, period.  Our team is available to assist clients with scheduling appointments, answering questions about our services, and addressing any concerns or issues that may arise, period.  We value feedback from our clients and continuously seek opportunities to improve our services and enhance overall customer experience, period.  Clients can contact True Life Medical via phone, email, or through our website for customer service and support.

Private
Policy

True Life Medical is dedicated to safeguarding the privacy and confidentiality of both our clients' personal and health information.  We strictly adhere to privacy protocols and fully comply with all relevant laws and regulations concerning the gathering, storage, and utilization of client information.  Client information and test results are treated with utmost confidentiality, and will solely be disclosed to authorized individuals in accordance with the guidelines detailed in our policies.  We implement industry-standard security measures to protect client data and prevent any unauthorized access or disclosure.

Sample Collection and
Result Policy

True Life Medical guarantees that the collection of biological samples, such as buccal swabs or blood, for testing is conducted by trained and certified professionals in a safe, hygienic, and ethical manner.  Samples collected for testing will be handled with utmost care, securely transported, and promptly processed to guarantee accurate and reliable results.  Any concerns or issues regarding sample collection should be promptly reported to True Life Medical for swift resolution.

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We are dedicated to delivering test results promptly, usually within the agreed-upon timeframe for each testing service.  Test results will only be disclosed to the individual who directly made payment for the testing services. Clients will be promptly notified upon the availability of their test results, and arrangements will be made for secure delivery or retrieval of results according to the client's preference.  Access to the test results will be restricted to the individual who directly paid for the testing services, ensuring confidentiality and privacy.  Should unexpected delays or issues arise with result delivery, True Life Medical will promptly communicate with the client and provide regular updates on the status of their testing.

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                                            Health Service Policy

We operate as a healthcare testing and service provider staffed by trained, certified, and licensed professionals. Our role does not involve diagnosing; rather, we operate within our defined scope of practice. Our services include offering general health education concerning diagnoses already confirmed by clients' Primary Care Providers (PCPs) or other specialists. We provide in-home support and advocacy for both clients and their family members. However, we are not accountable for medical emergencies that may arise. In the event of a medical emergency, it is crucial to dial 911 and contact the Primary Care Provider promptly.