This Cancellation, Reschedule, and No-show Policy (“Policy”) sets out the terms and conditions upon which you may cancel or reschedule our services and the remedies and penalties available in case you do not show up for a scheduled service. This Refund Policy is to be read along with our Terms of Service available in the website.

Consultations

• Cancellation

You may postpone or cancel your consultation with 48 hours prior notice to your appointment for a full refund. After this window, no refund will be provided.

• Refund

‍Please note that the processing time for cancellation reimbursements can range from 15-21 business days.

• ‍Reschedule

‍On the day of your slot, you will receive communication to confirm the date and time of your consultation.

‍A free-of-charge consultation reschedule is possible, however, it must be requested two hours before the scheduled time of your initial slot. Only one reschedule would be permitted if communicated within two hours.

• ‍No show

The consultation for the user will be deemed as “no-show” if they do not arrive for the slot within 15 minutes of the scheduled start time. In the case of no-show, a refund will be provided at Our discretion, this is only permitted once. Multiple no-shows are not eligible for refunds.

• Late

If there is a delay on your part, we will do our best to accommodate you by modifying or extending the time window. If the delay exceeds 15 min, it will be treated as a no show, and policy of the same will be applicable. If Our delay affects the appointment time, we will do our best to accommodate you by moving the appointment schedule, and may offer a free second consultation. This is subject to You informing us in advance of the delay.

Treatment Plan

• Cancellation

If you haven’t used any of the treatment plan services (medication/consultation), you can get a refund when you ask. This reimbursement can be obtained (for a maximum period of 3 months starting from date of purchase. Once any Services are availed, refund does not apply. 

• Refund

Please note that refunds on account of cancellation can take 5-7 business days to process.

Diagnostic  Tests

• Cancellation‍

Enlisted herewith are the refund policies in the event of cancellation of order.

• Sample Not Collected (In Online Payment Case)‍

The entire amount paid will be refunded in the following mentioned scenarios :

If test booking has been done and there is no service provider in that area.

If the customer has done multiple test bookings due to a system error.

If the service provider has not made any adequate attempt to provide service.

In all the other scenarios other than the ones mentioned above, Rs. 100 will be deducted as cancellation fees/charges.

• Sample collected but not processed

Refund after debiting the handling charges of Rs. 200 to Rs. 300 per order  if customer has requested to stop the processing after collection.

If due to some pre-analytical and transportation issues, customers are entitled to get their invoice amount less the handling charges of the paid

 amount from us.

• Sample collected, processed and reported successfully.

No refund on cancellation subsequent thereto.

• Sample collected, processed but canceled completely by laboratory (all tests unreported) due to technical reasons

If in case the patient denies to avail the re-testing, refund will only be applicable for 60 days in the accounts, if details provided. (Account Number, Account holder Name, Bank & Branch Name with IFSC Code)

• Refund

Please note that refunds on account of cancellation can take 5-7 business days to process.

• Reschedule

Home collection slots are subject to availability. In the event of any  non-availability of chosen date, adverse weather conditions, or any other unforeseen circumstances, the sample collection slot might change (in such cases, Recoup Health will notify You). If the chosen slot is not available, Recoup Health will try its best to offer alternate slots, closest to the date that was originally booked by the customer. 

One free-of-charge reschedule is provided and should be informed to Us 24 hours before the slot. After the usage of free rescheduling, the customer will have to pay for a new appointment in case the rescheduled appointment slot is missed/canceled. For rescheduling within 24 hours of the slot, reschedule fee will be applied.

• No show

A User who fails to be available at the provided test time is considered a No-Show. In case you want to cancel it, you can do so by sending us a communication 24 hours before the test, and you will receive a 100% refund.

If you need to reschedule, we will try to accommodate you with a free reschedule to the next most convenient slot.

In the event of a no-show and no communication, we will not be able to provide a free reschedule or refund.

MODIFICATION OF THE POLICY

‍We reserve the right to modify this Policy in whole or in part, at our discretion, at any time. The decision to amend may be due to changes in law or any other reason.

BY ACCESSING OR AVAILING OF OUR SERVICES, YOU AGREE TO BE BOUND BY THE TERMS CONTAINED IN THIS REFUND POLICY. IF YOU DO NOT AGREE TO THE TERMS OF THIS REFUND POLICY, YOU ARE ADVISED NOT TO ACCESS OR AVAIL OUR SERVICES.