Frequently asked questions


1. Can I place an order for my wife/husband, brother/sister, parents, boyfriend/girlfriend?

The customer is not entitled to create orders for third parties (except for a person for whom he/she is the legal representative, according to the General Terms and Conditions). Only the person to whom the order has been issued may be the subject of laboratory examination, therefore the identity of the customer will be checkedat the collection site.

2. Can I cancel my order?

In accordance with the General Terms and Conditions valid from 1 December 2021:

  • the amount paid for the already purchased test/test package will not be refunded!
  • the collection date selected and booked by you is binding after submitting the order!

In case of serious obstacles, you can request one rebooking, at the latest on the third business day prior to the original date, via the client centre at: info@lab.online

By the end of the next business day after the request, if the obstacles are justified, you will be offered three alternative dates from which to select (usually the nearest available date according to the capacity of the selected collection site).

You are obliged to select the alternative date by the end of the next business day following the notification, otherwise the alternative dates are cancelled and the original date booked applies.

The alternative date selected by you cannot be changed and it cancels the original date.

3. Should I come to the appointment with a doctor’s request form?

For collection via lab.online, you make an appointment as a self-payer. You pay for this procedure by yourself. You do not need a request form for such collections.

4. Am I entitled to reimbursement from my health insurance company?

Tests ordered at lab.online are not covered by public health insurance. You pay for the collection via lab.online in full and you will be provided with a receipt once payment has been made.

5. Can I contact a helpline if I have a question?

You can address your questions to info@lab.online or to the lab.online social media page. We will answer your questions on business days from 8:00 a.m. to 5:00 p.m.

6. What is the preparation before blood collection?

You should arrive for your blood collection in the morning and on an empty stomach. It is also recommended to drink water before the blood collection. For more detailed information on how to prepare for a blood collection, please refer to the individual product pages in the Instructions Before Collection section. 

7. Can I collect a sample by myself?

Currently, the only sample you can collect by yourself is a sample of your first morning urine. For instructions on how to prepare for urine collection, please refer to the individual product pages in the Collection section.

8. Can my doctor perform the collection?

If your doctor performs the collection, you should be instructed by your doctor on how to handle the sample and follow these guidelines. At our collection sites, we will accept such samples from you if you have placed an order via lab.online, but you are not entitled to a refund of the handling fee if it has been included in your order.

9. What if I tend to pass out during blood collection?

If you have a problem when your blood is drawn, please inform our staff on site prior to your blood collection. It is important to follow the instructions before collection, which can be found in the product details in the Collection section. You should follow a drinking regimen, avoid stress and remain sitting still for half an hour after collection.

10. Why do I need to provide my full name?

Each test is linked to a specific person who must be able to prove his/her identity at the collection site. This is necessary for the identification of the order and for the correct labelling of the sample, but also because of the obligation arising from Act No 576/2004 Coll.: according to Article 19(2)(a)  the medical record shall contain the personal data of the person to whom healthcare is provided, in the scope of name, surname, date of birth, birth number, residential address, ; and, according to Article 21(1)(g) of the same Act, with the following wording: the entry in the medical record shall contain the identification of the person to whom the healthcare was provided.

11. Can I have my blood collected anonymously?

In accordance with the legislation below, we cannot provide absolutely anonymous collections on lab.online. Pursuant to Section 4(5) of Act No. 576/2001 Coll. on Health care, services related to the provision of health care, and amendments to certain acts (hereinafter referred to as “Act No. 576/2004 Coll.”), keeping medical records and creating electronic medical records in a person’s electronic medical record book is an integral part of health care provision. Pursuant to Section 19(2)(a) of Act No 576/2004 Coll., the medical record shall contain the personal data of the person to whom healthcare is provided, in the scope of name, surname, date of birth, birth number, residential address, , and according to Article 21(1)(g) of the same Act, the entry in the medical record shall contain the identification of the person to whom the healthcare was provided.

12. From what age can I place an order for collection for my children?

We only examine persons older than 10 years, with the exception of tests for which the age limit of 6 years and above is specified in the description of the examination.

13. Can I also place an order for collection for my close relative, such as a husband, wife, grandparents, etc.?

Within your account, you can only order products for yourself and your children as their legal representative if they are older than 10 years of age, with the exception of tests for which the age limit of 6 years and above is specified in the description of the examination. For privacy reasons, one account cannot provide orders for multiple adult persons.

14. Can I place an order for collection through lab.online without creating an account?

Registration is a prerequisite for ordering through lab.online. This is not only for the correct identification of your order during the actual collection, but also because it is not possible to analyse samples for anonymous persons.

Your account on lab.online.sk is protected by your own password and the possibility to set your data, where we will send you the results in PDF version after the sample analysis. Unilabs Slovensko s.r.o., as the operator of lab.online and the service provider on this website, will treat all your data discreetly in compliance with GDPR rules with the possibility to cancel your account at any time.

15. What if I do not arrive on time for collection?

If the Customer and/or the Third Party is late, i.e. if the Customer and/or the Third Party arrives at the Collection Site at a time exceeding the tolerance limit according to the applicable General Terms and Conditions (Article V, Point 3), the Provider is not obliged to collect samples from the Customer and/or Third Party due to the delay caused by the Customer and/or Third Party and may refuse to do so, without prejudice to the Provider’s right to perform the sampling no later than the end of the Operating Hours of the selected Collection Site stated on  lab.online on the given calendar day of the Sample Collection Booking or the Changed Sample Collection Booking, if the Operating Hours, the capacity on the given business day and other objective circumstances allow it.

16. What if I do not arrive at all?

The collection date is fixed and binding. If the collection of the Sample is not performed by the Provider due to the delay of the Customer and/or the Third Party pursuant to Point 3 of Article V in the General terms and Conditions, the Provider’s right to payment of the Laboratory Test/Test Package price, together with the relevant Handling Fee, shall not be affected and the Laboratory Test/Test Package price, together with the relevant Handling Fee paid by the Customer, shall not be refunded to the Customer, but shall be forfeited in its entirety to the Provider and it shall be deemed that, in the event of non-performance of the Sample Collection due to the expiration of the specified Sample Collection Booking date or Changed Sample Collection Booking date, the Provider’s performance of the Laboratory Test/Test Package according to the Contract has been duly, fully and completely provided to the Customer.

17. Can I change the collection date, e.g. due to illness?

The collection date cannot be changed or postponed at will. 

In case of serious obstacles, you can request one rebooking, at the latest on the third business day prior to the original date, via the client centre at: info@lab.online

By the end of the next business day after the request, if the obstacles are justified, you will be offered three alternative dates from which to select (usually the nearest available date according to the capacity of the selected collection site).

You are obliged to select the alternative date by the end of the next business day following the notification, otherwise the alternative dates are cancelled and the original date booked applies.

The alternative date selected by you cannot be changed and cancels the original date.

Once the deadline for your booked appointment has expired, you may still come in that day to any collection site, but only at the time when collection is performed at the given site. However, we can no longer guarantee that the collection will be carried out without waiting, as you will no longer be entitled to book an appointment.

18. How can I pay for the collection?

At the moment, you can only pay for lab.online products by card or payment buttons of selected banks during the ordering process.

19. In what form will I receive the results from lab.online?

The results will be sent to your private lab.online account in PDF version as soon as they are available. You will be informed about the availability of the result both by email and text message.

20. When will I know the results of the laboratory tests?

We will notify you immediately after the results are available in your account by email and possibly by text message, if you have a mobile phone number connected to your account.

21. What do the results look like?

You will receive the results as a PDF in your lab.online account. The results indicate the measured values of the parameters from your sample that you ordered. Values flagged with +/- signs are outside the reference ranges, i.e. outside the values that are considered normal for a healthy person.

22. Who will explain the results to me if I don’t understand them?

The results represent the measured values of the parameters that you have ordered to be tested. Reference ranges are also given with the results, and your values that fall outside the reference ranges will be flagged with a +/- sign. By the name of the test in the order, you will find what the specific parameters are. You can also access a detailed description of a particular test by copying the test name from the results into the search bar at the top of lab.online, which is marked with a magnifying glass.

In the next step, we recommend you consult the results via Diagnose.me with a general practitioner or a specialist in the given field, or with a personal trainer, nutritionist, dietitian or other healthcare professional.

The results do not serve as a substitute for a comprehensive clinical examination with a specialist to establish your diagnosis.

23. What should I do if I need a different lab test than what is included in the packages offered?

If you are interested in the option of self-pay testing from a blood, urine or swab sample, but are interested in a different type of test than what is offered by lab.online, you can send us a message using the form at the bottom of the lab.online website.

24. Can I complain after the collection?

If you wish to complain after the collection and upon receiving the results, please follow the procedure described in the Terms and Conditions under the Complaints section.

25. Can I pay by card or bank transfer?

In the current version of lab.online, it is possible to pay for the test order by a card or payment button of selected banks operating in Slovakia. No other form of cash or non-cash payment may be used.

26. Can I pay directly at the collection site?

Currently, it is not possible to pay in cash for products ordered through lab.online; only online payment by card and bank buttons of selected banks is available.

27. Is there a limit to how many tests I can order at one time?

It is up to you how many tests you are interested in. Usually, multiple parameters can be determined from one tube and the maximum number of tubes per collection is usually five. This amount of blood is sufficient for a wide range of tests.

28. How often can I undergo blood collection?

If you regularly monitor certain parameters, we recommend a minimum interval of three months between collections. In other cases, you can come in for collection at your own discretion.

29. Why are some prices inclusive of VAT?

Laboratory tests that are carried out for the purpose of treatment or prevention are exempt from VAT by law. For tests that do not fall into this category, 20% VAT must be applied. In lab.online, tests inclusive of VAT are marked with an asterisk next to the price. Such tests include, for example, blood typing or testing to prove the use of drugs.

30. Who can advise me what tests should be ordered if I do not want the packages you offer?

We recommend you use Diagnose.me, where a specialist doctor will advise you on what tests you should order, according to the problems you have described. If the problem is general, use a general practitioner or a doctor with a speciality in internal medicine (internist). Then, after receiving the test results, you can contact that doctor again to evaluate the results of the laboratory tests. Both of these services are charged independently of the payment for the laboratory tests, i.e. independently of lab.online.

31. Can anyone help me compare and thus evaluate the dynamics of laboratory test results – parameters over time?

Yes, you can contact Diagnose.me and their specialist doctors can compare the dynamics of laboratory test results. However, there is a limitation that they only compare the results of tests performed through our lab.online and the results must not be older than 1 year.

32. In case I am worried about the results of particular parameters of my laboratory tests, who should I contact to address my condition – diagnosis and treatment?

Pathological values of individual laboratory test parameters must be discussed exclusively with your treating physician. The operator of lab.online does not mediate any subsequent diagnostic or therapeutic solutions.

33. Is there anything I should inform the staff at the collection site about before blood or other biological material collection?

Definitely, yes. According to our legislation, it is obligatory to inform them about communicable and infectious diseases that you already know about so that you do not transmit infection (hepatitis B, C, HIV positivity, syphilis), but it is also advisable to inform them in advance if you have diabetes, high or low blood pressure, or suffer from dizziness.

Before each collection, you should familiarise yourself with the contents of the Informed Consent Form, which you should print out at home and bring completed and, if you have any questions, discuss with our healthcare professional at the collection site.  After answering the questions, you will sign the document of your own free will and then give the signed Informed Consent to the staff for documentation.

34. What if it is not possible to do all the tests?

In the event that the tests ordered cannot be performed despite the collection, a member of our staff will contact you to arrange for a repeat collection or a refund.

35. Can I combine tests in packages with other tests offered?

Yes, you can order other tests offered individually by lab.online, in addition to the packages.

36. If I order multiple packages, can I consult them in one consultation via Diagnose.me?

No, the consultation always applies to one package.

37. What is the handling fee?

The handling fee includes the cost of materials related to the collection (tube, disinfection, needle, cotton wool, adhesive plaster), staffing and technical support for the process.

The handling fee is €5 for standard tests and is linked to the total order regardless of the number of persons included in the order. The handling fee does not apply to orders of €50 or more; these are exempt from the handling fee. In the case of special tests, the handling fee is €15.

38. Why do I sometimes receive a notification of a pending payment, even though the payment has been made properly? How should I proceed in such a case?

Payments are made via a third party payment portal. The lab.online system sends the payment request to the third party and awaits confirmation of the payment from the partner payment aggregator once the payment has been made. This confirmation takes place via the client’s web browser on a computer, smartphone or other similar device, with a warning on the screen that the client should not switch off the browser and should wait a few seconds for the payment to be confirmed. If this does not happen, the lab.online system has no information about the payment made.

Therefore, if the client receives a payment prompt despite a successfully completed payment, he/she can contact 1]customer support (on business days between 7:30 a.m. and 4:30 p.m.), where our staff will verify, by the order number, whether the payment has been registered. In case of any discrepancies, the client should contact the bank (or card company).

39. Where can I find the General Terms and Conditions that were valid until 30 November 2021

You can open the General Terms and Conditions (GTC) that were valid until 30 November 2021 by clicking on our link here.

You can open the General Terms and Conditions (GTC) that were valid until 30 September 2021 by clicking on our link here.

You can open the General Terms and Conditions (GTC) that were valid until 30 May 2021 by clicking on our link here.

You can open the General Terms and Conditions (GTC) that were valid until 30 September 2020 by clicking on our link here.

40. How can I delete my account?

If you wish to delete your account, please contact us by email at info@lab.online or you can delete your account yourself by clicking on the “Delete Account” button, which can be found in your profile under the Personal Data tab.