Refund & Return Policy

1. Overview — no returns, reschedule instead

This policy explains when a booking can be cancelled for a refund, when it can only be rescheduled, and the limited situations (such as a lab error) where a refund or free re-collection applies after a sample has already been drawn.

2. Why diagnostic tests aren't "returnable"

Unlike a physical product, a blood or biological sample is perishable and unique to you — it cannot be resold, restocked or reused once collected, and testing capacity, phlebotomist time and lab reagents are committed the moment collection happens. This is standard practice across diagnostic providers, and is why our policy focuses on making it easy to reschedule before that point, rather than trying to reverse it after.

3. Free rescheduling

You can reschedule your home collection slot free of charge, as many times as you need, up to 2 hours before your confirmed slot — no fees, no forms, no questions asked.

• Reschedule via the link in your booking confirmation SMS/email, by calling +91 93302 11277, or by messaging us on WhatsApp.
• Choose any available slot in the next 30 days; your original price and any plan inclusions carry over unchanged.
• If our phlebotomist is unable to reach you at the scheduled time (for example, you are unavailable at the address), we will contact you to reschedule at no extra cost.

4. Cancelling before collection

If you would prefer a refund instead of rescheduling, you may cancel your booking free of charge up to 2 hours before your slot. The amount paid is refunded in full to your original payment method — see section 8 for timelines. Cancellations requested less than 2 hours before the slot, or after our phlebotomist has already been dispatched, may not be eligible for a refund, and rescheduling is offered instead.

5. Once a sample has been collected

After your sample has been collected, the booking is final — it cannot be cancelled, returned or refunded on request, because processing at the partner laboratory begins immediately. The exceptions to this are lab errors and reporting issues, covered in sections 6 and 7 below, which are handled through free re-collection or a refund at our discretion, not as a "return" of the original test.

6. Lab errors & sample issues

Occasionally a sample cannot be processed — for example, due to insufficient quantity, haemolysis, or a handling error at the lab. In these cases:

• We will contact you promptly to arrange a free re-collection at the earliest convenient slot.
• If a free re-collection isn't suitable for you, we will issue a full refund for the affected test(s) to your original payment method.
• This is assessed case by case by our support team; please contact us as soon as you're notified of an issue with your sample.

7. Incorrect or inconclusive reports

If you believe your report is inaccurate or a result appears inconclusive, contact our clinical support team with your report ID. Where a genuine lab or reporting error is confirmed, we arrange a free retest at no additional cost. This is treated as a quality correction, not a product return, and does not entitle you to a refund for a report that is accurate but simply reflects an unexpected result — please discuss unexpected results with a physician via our free consultation.

8. Health plans & multi-test packages

For health plans that bundle several tests or a consultation, if you have cancelled before any part of the plan was fulfilled, the full plan amount is refunded. If some tests within a plan have already been collected and others have not, the collected portion follows sections 5–6 above, while the remaining, not-yet-collected tests can be freely rescheduled or, if you prefer, refunded on a pro-rata basis for the unfulfilled portion only.

9. Refund timelines & method

Approved refunds are issued to the original payment method used at checkout (UPI, card, or net banking) within 5–7 working days of approval. Depending on your bank or payment provider, it may take a few additional days for the amount to reflect in your statement. We do not issue refunds as cash or store credit unless you specifically request and we agree to it for a cash-on-collection booking.

10. How to request a reschedule or refund

Reach us through any of the channels below with your booking ID, and we'll take it from there:

• Call +91 93302 11277 (Mon–Sun, 9 AM – 8 PM IST)
• WhatsApp us via the chat button on this site
• Email info@medivexalabs.com with the subject "Reschedule" or "Refund request"
• Use the reschedule link sent in your booking confirmation

11. Contact us

For anything not covered above, our support team is happy to help — reach us at info@medivexalabs.com, call +91 93302 11277, or write to us at 149/1 JN Mukherjee Road, Salkia, Howrah – 711106, West Bengal, India. This Refund & Return Policy forms part of our Terms & Conditions.