Terms of Service

1.Scope of Services

Elite Phlebotomy Concierge, LLC provides mobile phlebotomy and specimen collection services to clients in Metro Atlanta and surrounding Georgia communities. Our services include, but are not limited to:

• Routine blood draws and venipuncture
• Specialty laboratory specimen collection
• DNA and paternity specimen collection support
• Drug and alcohol specimen collection (Non-DOT)
• Employer-requested and occupational health specimen collection
• Wellness screening and community health event support
• Specimen processing support and delivery to approved laboratories or shipping carriers
• Facility, assisted living, and home health specimen collection support

Elite Phlebotomy Concierge is a mobile specimen collection service only. We do not diagnose, treat, prescribe, or provide medical advice. All services are performed by certified phlebotomy professionals.

2.Medical Requisitions & Orders

Most laboratory testing requires a valid physician order, laboratory requisition, or approved testing kit. Clients are responsible for obtaining and providing the required order or requisition before the appointment.

Elite Phlebotomy Concierge may not be able to complete the appointment if required documentation is missing, incomplete, expired, or not accepted by the designated laboratory. If a client provides incorrect, incomplete, or outdated information, Elite Phlebotomy Concierge is not responsible for delays, rejected specimens, testing issues, or resulting appointment changes.

Clients should confirm all laboratory requirements, fasting instructions, and preparation steps with their ordering physician or laboratory before the appointment.

3.Client Preparation & Responsibilities

Clients are responsible for preparing for their appointment in accordance with their physician's instructions. Preparation responsibilities include:

• Following all fasting, hydration, and medication instructions provided by the ordering physician
• Having a valid physician order, laboratory requisition, or approved testing kit ready at the time of the appointment
• Providing a valid government-issued photo ID
• Ensuring the service location is accessible, clean, well-lit, and safe for the phlebotomist
• Completing all required intake and consent forms before the appointment
• Disclosing relevant health information needed for safe specimen collection
• Ensuring a parent, guardian, or authorized adult is present for minor patients
• Notifying Elite Phlebotomy Concierge of any changes to the appointment at least 24 hours in advance

Elite Phlebotomy Concierge is not responsible for service delays, incomplete collections, or rejected specimens caused by the client's failure to follow preparation instructions or provide required documentation.

Submitting an appointment request does not guarantee a confirmed appointment. Appointments are confirmed only after the service request has been reviewed, required documentation has been received, payment has been collected, and Elite Phlebotomy Concierge confirms the appointment.

The client agrees to pay the non-refundable flat concierge fee based on the service(s) and zone selected. This fee covers travel and professional collection service. Payment is due prior to or at the time of booking.

Accepted payment methods may include credit cards, debit cards, HSA/FSA cards (when accepted by the payment processor), and other approved payment methods.

Additional fees may apply for:

• Extended travel or regional travel surcharge (Zone 2)
• Sunrise Premium Hours (6:00 AM – 7:30 AM): +$35
• VIP Same-Day Urgent Request: +$75 (Zone 1) / +$95 (Zone 2)
• Additional requisitions or multiple test orders
• Specialty kit handling
• Additional tests or services added after the original booking

Laboratory testing fees are separate from Elite Phlebotomy Concierge service fees and are billed directly by the performing laboratory (such as LabCorp or Quest Diagnostics). Elite Phlebotomy Concierge does not bill insurance for mobile service fees.

If payment fails, is disputed, reversed, or not completed, Elite Phlebotomy Concierge may cancel or pause the appointment until payment is resolved.

Cancellation

Cancellations or rescheduling requests must be made at least 24 hours before the scheduled appointment time. All cancellations will be charged a $50 inconvenience fee.

Cancellations made less than 24 hours in advance may result in a non-refundable fee up to the full amount of the concierge service charge, depending on the service type, travel preparation, staffing, and work already performed.

If a new appointment is rescheduled at the time of canceling the original appointment, the original payment may be transferred to the new appointment.

Rescheduling

Reschedule requests should be submitted at least 24 hours before the appointment. Requests made with less than 24 hours' notice may be subject to a rescheduling fee. New appointment times are subject to availability and are not guaranteed.

Additional fees may apply if additional tests or services are added at the time of rescheduling.

No-Show Policy

If the phlebotomist arrives and the client is not present, refuses service, or cannot be drawn due to improper pre-test preparation, the fee may be non-refundable. Unsuccessful draw attempts may still result in a partial or full service fee due to travel and labor costs.

Refund Policy

The concierge service fee is non-refundable once the appointment is confirmed and the phlebotomist has been dispatched. Refunds, if approved, are evaluated on a case-by-case basis and may be returned to the original payment method within several business days.

Refunds are generally not available for:

• Late cancellations (less than 24 hours' notice)
• Client no-shows or refusal of service at the time of the appointment
• Inability to draw due to improper preparation by the client
• Same-day, urgent, or VIP request fees
• Travel-related fees after dispatch or preparation
• Specialty kit, DNA, or chain-of-custody preparation
• Services delayed or denied due to missing documents, invalid orders, or incomplete intake forms
• Completed services
• Laboratory rejection caused by incorrect or incomplete client-provided information

6.Specimen Handling, Shipping, & Processing

Elite Phlebotomy Concierge follows professional specimen handling procedures and safety-conscious collection practices. Specimens are delivered to the approved laboratory, patient service center, or shipping carrier as directed by the physician order or laboratory requisition.

Elite Phlebotomy Concierge is not responsible for:

• Laboratory processing delays or result turnaround times
• Rejected specimens due to laboratory-specific requirements outside our control
• Shipping carrier delays
• Issues caused by incorrect, incomplete, or expired orders, labels, or kit instructions provided by the client, provider, or laboratory
• Laboratory billing, insurance coverage, or claim decisions

Clients should contact their ordering physician or the performing laboratory for questions about results, result timing, and follow-up care.

7.Clinical Safety, Refusal of Service, & Right to Terminate

Elite Phlebotomy Concierge reserves the right to refuse, stop, reschedule, or cancel services at any time if:

• The service environment is unsafe, unsanitary, or inaccessible
• The client or another person present is aggressive, threatening, or inappropriate
• Required documentation, orders, or payment is missing or incomplete
• The client appears to require emergency medical attention
• The service request is outside our scope of practice
• The phlebotomist determines the collection cannot be safely completed
• Pets or animals are present and pose a safety concern

If a medical emergency is suspected, clients should call 911 immediately. Elite Phlebotomy Concierge does not provide emergency medical services, diagnosis, or treatment.

Elite Phlebotomy Concierge reserves the right to terminate the service relationship with any client who engages in inappropriate, unsafe, or abusive conduct.

8.Privacy & Confidentiality (HIPAA Compliance)

Elite Phlebotomy Concierge is committed to HIPAA-conscious practices. All patient information, physician orders, lab requisitions, consent forms, and service-related documentation are handled with care and confidentiality.

Protected Health Information (PHI) is collected and used only as necessary to provide mobile specimen collection services, coordinate care with the ordering provider or approved laboratory, and fulfill legal and professional obligations.

General website contact forms should not be used to submit sensitive medical information. Patient-specific information should be submitted through the designated secure intake process.

Clients are provided access to the Notice of Privacy Practices, which describes how protected health information may be used, disclosed, and protected. A copy is available in the Patient Forms & Notices section above.

For full details on how information is collected, used, and protected, please review our Privacy Policy.

9.Assumption of Risk & Limitation of Liability

By scheduling and receiving services, the client acknowledges and accepts that mobile phlebotomy involves inherent risks, including but not limited to bruising, hematoma, discomfort, lightheadedness, fainting, infection, or unsuccessful draw attempts.

Elite Phlebotomy Concierge follows professional collection standards and safety-conscious practices to minimize risk. However, the client assumes responsibility for any risks associated with the service environment, pre-existing health conditions, failure to follow preparation instructions, or failure to disclose relevant health information.

To the fullest extent permitted by law, Elite Phlebotomy Concierge, LLC is not liable for indirect, incidental, consequential, special, punitive, or exemplary damages arising from use of the website, the appointment process, service delays, laboratory delays, rejected specimens, missed appointments, client-provided errors, or inability to provide services.

Nothing in these Terms is intended to limit liability where prohibited by applicable law.

10.Governing Law & Dispute Resolution

These Terms and Conditions are governed by the laws of the State of Georgia. Any disputes arising from or related to these Terms or services provided by Elite Phlebotomy Concierge shall be resolved in accordance with applicable Georgia law.

Clients agree to attempt to resolve any dispute directly with Elite Phlebotomy Concierge before pursuing formal legal action. Contact us at [email protected] or 404-595-4943.

11.Amendments & Modifications

Elite Phlebotomy Concierge reserves the right to update, modify, or amend these Terms and Conditions at any time. Updates will be posted on this page. Continued use of the website or services after updates are posted constitutes acceptance of the revised Terms.

Clients are encouraged to review these Terms periodically. For questions about any changes, contact us at [email protected].