Refund Policy

At Ensure Path Lab, we strive to provide the best diagnostic services. We understand that sometimes circumstances change, and you may need to cancel or modify your booking. This Refund Policy outlines our guidelines for cancellations and refunds.

1. Cancellation by Customer

You may cancel your booking under the following conditions:

Cancellation Time	Refund Amount
More than 24 hours before scheduled appointment	100% Refund
12-24 hours before scheduled appointment	75% Refund
Less than 12 hours before scheduled appointment	No Refund
After sample collection	No Refund

2. Cancellation by Lab

In rare cases, we may need to cancel your booking due to:

• Unavailability of phlebotomist in your area
• Equipment or technical issues
• Extreme weather conditions or natural disasters
• Government restrictions or emergencies

3. Eligible for Refund

• Booking cancelled within the eligible time frame as mentioned above
• Duplicate payment made by mistake
• Service not provided due to lab's inability
• Test not available after booking confirmation
• Incorrect test booked due to technical error on our website

4. Not Eligible for Refund

• Sample already collected from the patient
• Patient not available at the scheduled time and location (for home collection)
• Patient did not follow pre-test instructions (fasting, medication restrictions)
• Incorrect information provided by the patient
• Change of mind after sample collection
• Dissatisfaction with test results (results are based on sample analysis)

5. How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us: Call us at +91 7990877600 or WhatsApp us with your Booking ID.
2. Submit Request: Provide your booking details and reason for cancellation/refund.
3. Verification: Our team will verify your request within 24-48 hours.
4. Approval: Once approved, refund will be initiated.
5. Refund Credit: Amount will be credited to your original payment method.

6. Refund Processing Time

Payment Method	Refund Time
UPI / Google Pay / PhonePe	2-3 Business Days
Credit Card	5-7 Business Days
Debit Card	5-7 Business Days
Net Banking	5-7 Business Days
Cash Payment	Visit Lab or Bank Transfer (7-10 Days)

Note: Refund processing time may vary depending on your bank. If you don't receive your refund within the specified time, please contact your bank first, then reach out to us.

7. Rescheduling

Instead of cancellation, you may reschedule your appointment:

• Free rescheduling if done more than 12 hours before the scheduled time
• Rescheduling within 12 hours may attract a nominal fee of ₹50
• Rescheduling can be done via phone or WhatsApp
• Maximum 2 reschedules allowed per booking

8. Partial Refunds

In case of partial service delivery:

• If some tests from a package couldn't be performed due to lab issues, proportional refund will be provided
• If sample is insufficient for all tests, remaining tests will be refunded or re-collection will be scheduled free of cost

9. Disputes

If you disagree with our refund decision:

• You may escalate the issue to our customer support manager
• Provide all relevant documentation and communication
• Final decision will be communicated within 7 business days
• Our decision on refund disputes is final and binding

10. Contact for Refunds