Refund & Cancellation Policy

This Refund and Cancellation Policy outlines the terms under which Access Pathlab India Pvt. Ltd. ("Access PathLab", "We", "Us") processes refunds and cancellations for diagnostic and pathology services booked through our website, mobile application, or by phone. We value your trust and aim to provide a fair and transparent refund process. Please read this policy carefully before availing our services.

You may cancel your booking under the following conditions: Before Sample Collection: • If the phlebotomist has NOT yet collected your sample, you may cancel the booking at any time with a full refund • Cancellation can be done through your account dashboard, by calling our support number, or via WhatsApp • No cancellation charges apply for cancellations made before sample collection After Sample Collection: • Once the blood/urine sample has been collected by our phlebotomist, the booking CANNOT be cancelled • This is because the sample processing begins immediately after collection and resources are already utilized • No refund will be issued for bookings where sample collection has been completed

We may cancel your booking under the following circumstances: • Service is not available in your area or pin code • Phlebotomist is unable to reach your location due to weather, natural disasters, or law-and-order situations • Patient is not available at the provided address during the scheduled time slot (after 2 attempted contacts) • Patient does not meet the pre-test requirements (e.g., fasting not maintained for fasting tests) • Incorrect or incomplete patient information provided during booking • Any safety concerns for our phlebotomist at the collection location • Technical or operational issues preventing service delivery In all cases where Access PathLab initiates the cancellation, a full refund will be processed for prepaid bookings.

Refunds are applicable in the following scenarios: Full Refund (100%): • Booking cancelled before sample collection • Access PathLab cancels the booking due to operational reasons • Duplicate payment or overcharge • Service not delivered within the promised timeframe (applicable only if sample was not collected) Partial Refund: • If a package/bundle is booked and only some tests could not be performed due to sample insufficiency, a proportional refund for the unperformed tests may be issued at our discretion No Refund: • Sample has been collected and processed • Reports have been generated and delivered • Customer no-show without prior cancellation (home collection — phlebotomist visited but patient was unavailable) • Incorrect self-reported patient information leading to inaccurate results

For bookings paid online via Razorpay (UPI, cards, net banking, wallets): • Refund will be initiated within 3-5 business days from the date of approved cancellation • The refund will be credited back to the original payment method used during booking • Bank processing time may vary — typically 5-10 business days for the amount to reflect in your account • For UPI payments: refund reflects within 2-3 business days • For credit/debit cards: refund reflects within 5-7 business days • For net banking: refund reflects within 7-10 business days • For wallet payments: refund reflects within 1-3 business days If you do not receive your refund within the specified timeframe, please contact our support team with your booking ID and transaction details.

For bookings paid via Cash on Collection (COD): • If cash was collected by the phlebotomist and the booking is subsequently cancelled (before processing), the refund will be processed via bank transfer (NEFT/IMPS) to the customer's bank account • Customer must provide valid bank account details for the refund transfer • Cash refunds at the lab center are available during working hours with valid booking receipt • Processing time for bank transfers: 5-7 business days

If you have concerns about the accuracy of your test results: • Contact us within 7 days of receiving your report • Our pathologist will review the concern and may recommend a re-test • Re-testing is offered free of charge if there is a genuine discrepancy suspected due to lab error, sample quality issues were identified post-processing, or our quality control team recommends verification • Re-testing is NOT free if results are within normal biological variation, patient did not follow pre-test preparation instructions, or the concern is raised after 7 days of report delivery Re-test results will be delivered with priority processing.

To request a cancellation or refund, you can: • Through Website: Go to My Test Bookings, select the order, and click "Cancel Booking" • By Phone: Call +91 9963945999 during business hours • By WhatsApp: Send your booking ID to +91 9963945999 • By Email: Send details to support@accesspathlab.com (if applicable) When requesting a refund, please provide your booking ID, reason for cancellation/refund, payment transaction ID (for online payments), and bank account details (for cash payment refunds). Our support team will acknowledge your request within 24 hours and process eligible refunds within the timelines mentioned above.

• Promotional or discounted bookings may have different refund terms as specified during the offer period • Refunds for corporate or institutional bookings are subject to the terms of the respective agreement • Seasonal or festival offers marked as "non-refundable" at the time of booking are exempt from this policy • In case of disputes, the decision of Access Pathlab India Pvt. Ltd. management shall be final

If you have any questions or concerns about this policy, please contact us: Access Pathlab India Pvt. Ltd. Phone: +91 9963945999 Website: accesspathlab.com