Why am I being asked to pay again?

This might happen if you accidentally go through the intake process again. Remember, once you select a test panel, pay, and complete your health history, you just need to chat with a doctor to get your lab requisition or prescription.

Why was I charged again for STD testing?

If this happens, don’t check out again. Log in and schedule a doctor's appointment via the messaging tab. If you paid for the same service twice by accident, email us at and we can provide a refund.

Do I need to pay separately for each test?

Yes, each panel is paid for individually.

Can I get a refund for a double charge?

Yes, email us at, and we'll issue a refund for the duplicate charge.

If I misunderstood the TeleTest service and prefer to cancel, can I get a refund?

Yes, we can process a refund. However, please note that refunds are not available after you have completed the intake conversation and received lab requisition or prescription from the doctor.

Can I get a refund if I decide to see my family doctor instead?

Once we've issued the lab requisition, we're unable to offer refunds. But don't worry, your requisition is valid for 6 months and can be accessed anytime through the portal for future use.

Can I get a refund if I have already had a consultation and the requisition was issued, but I chose to get tests done at a different clinic?

Once a consultation has been completed and a requisition is issued, we are unable to offer a cancellation of the requisition or a refund. The fees paid are for the consultation service and the creation of the requisition, which are considered completed services once issued. We encourage patients to utilize their requisitions at their convenience; however, if tests are conducted elsewhere without using our requisition, the cost for our services remains non-refundable.

As the requisition is valid for 6 months from the date it was issued, you have the flexibility to use it at a later time that is convenient for you.

Does the price of the test panel change based on the number of tests, or is it fixed?

In Ontario, virtual consultations are not covered by OHIP. The fee outlined on the test panel is for the consultation with the doctor, not for the tests. Therefore, the fee remains the same regardless of the number of tests.

How can I know which lab tests and services are not covered by OHIP?

The tests within the test panel marked with a $ sign are typically uninsured services that require out-of-pocket payment.

The cost for lab tests can be seen here.

Last updated