Return & Refund Policy

1. General Policy

Due to the nature of our diagnostic testing services, refunds are handled on a case-by-case basis. Once a biological sample has been collected and processing has begun, the service cannot be "returned" in the traditional sense.

Important: All refund requests must be submitted in writing within 30 days of payment.

2. Eligible Refund Scenarios

2.1 Full Refund (100%)

You are eligible for a full refund in the following cases:

• Pre-Collection Cancellation: Test cancelled before sample collection
• Duplicate Payment: Accidental double payment for the same service
• Service Not Provided: We are unable to provide the ordered service
• Billing Error: Incorrect amount charged due to our error
• Sample Not Received: Sample lost in transit before reaching our laboratory

2.2 Partial Refund (50-75%)

Partial refunds may be issued for:

• Sample Quality Issues: Sample unsuitable for testing due to collection errors (not patient-related)
• Test Failure: Technical failure preventing result generation (we will offer retest or partial refund)
• Significant Delay: Results delayed beyond reasonable timeframe due to our fault
• Post-Collection Cancellation: Cancellation after sample collection but before processing begins

2.3 No Refund

Refunds will NOT be issued for:

• Change of mind after sample collection
• Sample quality issues due to patient non-compliance with collection instructions
• Results that do not meet patient expectations
• Normal test results (when abnormal results were expected)
• Tests completed and results delivered as ordered
• Inconclusive results due to biological/genetic factors
• Insurance denial or non-coverage
• Patient-initiated delays in sample collection

3. Cancellation Policy

3.1 Before Sample Collection

• 24+ hours before appointment: Full refund, no cancellation fee
• Less than 24 hours: Full refund minus ₹500 cancellation fee
• No-show: No refund, full amount forfeited

3.2 After Sample Collection

• Before processing begins: 50% refund
• After processing begins: No refund (test will be completed)
• After results generated: No refund

3.3 Home Collection Services

• Cancellation must be made at least 2 hours before scheduled collection
• Late cancellations may incur a ₹1000 service fee
• Rescheduling is free if done 24 hours in advance

4. Refund Process

Step 1: Submit Request

Contact our customer service team with:

• Order/Invoice number
• Patient name and contact information
• Reason for refund request
• Supporting documentation (if applicable)

Step 2: Review

Our team will review your request within 5-7 business days and may contact you for additional information.

Step 3: Decision

You will receive a written decision via email within 10 business days of request submission.

Step 4: Processing

If approved, refunds will be processed within:

• Credit/Debit Card: 7-10 business days
• Net Banking: 5-7 business days
• UPI: 3-5 business days
• Cash Payment: Bank transfer within 10 business days

5. Insurance and Third-Party Payments

5.1 Insurance Claims

• Refunds for insurance-paid services will be processed to the insurance company
• Patient responsibility portions will be refunded to the patient
• Insurance denials do not qualify for refunds if service was provided

5.2 Corporate/Employer Payments

• Refunds will be issued to the paying organization
• Individual employees cannot request refunds for corporate-paid services

5.3 Third-Party Platforms

• Services booked through third-party platforms follow their refund policies
• Refund requests must be submitted through the booking platform

6. Special Circumstances

6.1 Medical Emergencies

If a patient is hospitalized or faces a medical emergency preventing sample collection, we will:

• Reschedule at no additional cost, or
• Provide a full refund upon verification

6.2 Deceased Patients

In the unfortunate event of patient death before sample collection or result delivery:

• Full refund will be issued to the estate/family
• Death certificate must be provided
• Results (if generated) will be released per legal requirements

6.3 Force Majeure

In cases of natural disasters, pandemics, or other force majeure events:

• Services may be delayed without refund obligation
• Rescheduling will be offered when services resume
• Refunds considered on case-by-case basis for extended delays

7. Quality Guarantee

We stand behind the quality of our services:

• Accuracy Guarantee: All tests performed to highest quality standards
• Retest Policy: Free retest if technical error is identified
• Confirmatory Testing: Additional testing at reduced cost if results are questionable
• Second Opinion: Independent review available for complex cases

8. Package and Bundle Services

8.1 Test Packages

• Partial completion of packages may receive prorated refunds
• Unused tests in a package may be refunded at discounted package rate
• Package validity periods apply (typically 6-12 months)

8.2 Subscription Services

• Monthly subscriptions can be cancelled anytime
• No refund for current month if services already provided
• Annual subscriptions prorated for unused months

9. Dispute Resolution

If you disagree with a refund decision:

1. Internal Review: Request escalation to senior management
2. Mediation: Voluntary mediation may be offered
3. Consumer Forum: File complaint with consumer protection authorities
4. Legal Action: Subject to jurisdiction of Chennai courts

10. Contact Information

For refund requests or questions about this policy:

11. Policy Updates

This policy may be updated periodically. Changes will be effective immediately upon posting. Refund requests will be governed by the policy in effect at the time of service purchase.