1. Direct Walk-in customer to Lab / Collection Centre wherein the payment will be collected at the time of collection of Sample
a) Cancellation of order before processing of Samples – Customer is liable to pay Rs.50 (non-refundable) towards phlebotomy & collection charges and balance if any paid by the customer shall be refunded.
2. Sample collection booked through Website and subsequent cancellation by customer, wherein full/partial payment has been collected at the time of online booking.
a) Full Refund of amount shall be made to the customer under following situations
- Multiple booking by Customer for same test due to System error.
- Cancellation of order atleast 12 hours prior to scheduled collection time
- Services could not be performed due to reasons solely attributable to Reliance
b) Partial refund of amount: -
- Cancellation of order post the home visit phlebotomist has reached the customer location, Rs. 150 (non-refundable) will be charged towards the home visit charges and balance if any paid by the customer shall be refunded
- cancellation of order post sample collection but before sample being processed, Rs.200 (non-refundable) towards phlebotomy visit & collection charges will be charged from the customer and balance if any paid by the customer shall be refunded.
3. Sample collection booked though Customer care/ Call Center for Home Collection and subsequent cancellation by Customer, wherein payment will be collected at the time of sample collection:
- Cancellation of order post the home visit phlebotomist has reached the customer location, Rs. 150 (non-refundable) will be charged towards the home visit charges.
- In case of cancellation of order post sample collection but before sample being processed, Rs.200 (non-refundable)towards phlebotomy visit & collection charges will be deducted from the total billing amount paid by the customer at the time of sample collection
4. General Clause:
- In case of cancellation of order post sample processing being completed, no refund will be made to the customer. Test reports will be issued provided full payment is received. The term processing of sample means the sample is taken inside the lab for testing by the pathologist and if the sample is processed in another city then dispatch of sample to the other location will be construed as processing of samples.
- In case of cancellation of an individual test from the total list of tests ordered by the Customer, the amount collected for that particular test will be refunded, subject to the same is not processed in the Lab.
- Sample collected, processed but partially cancelled by laboratory (one or more test(s) unreported) due to technical reasons- fresh specimen will be collected and process the unreported test(s) free of cost. Alternatively, the patient also reserves the right to ask for the refund for unreported test(s) only, which will be calculated as per the catalogue rate of the same. The specimen re-collection shall be done within 15 days, post which no retesting will be possible
- All Refunds will be initiated within 7 working days through the mode through which the payment was made. In case the customer does a bank transfer they will have to share with the lab their Savings/Current Bank account number and NEFT code of the branch where they hold their account. The Lab does not favor cash transactions but if customer so insists for cash than the customer will have to come to the Lab/ Collection centre at a stipulated time as informed by our personnel and collect the cash.
- Reliance MedLab ensures accuracy of reports. However, there could be number of factors including inherent technical problems that could lead to incorrect or false positive/false negative/ faulty results/reports in such an event we will fully refund the paid amount.
- Reliance MedLab reserves the right to reschedule or cancel an appointment without any prior notice. The time provided for conducting test is indicative and actual time for availing the Services may change depending on the availability of the phlebotomists. Customer can reschedule or cancel the service.
Customer can get in touch with our Customer Care at 1800-889-2555 or email to customer@relmedlab.com to initiate the process, if any. Please be informed that cancellations and refund will be subject to the terms and conditions of the services opted by the customers.