Patheazy Money Back, Refund & Cancellation Policy

1. Definitions

Booking

Any test or package order placed with Patheazy.

Sample collected

When a sample has been drawn or handed over to Patheazy or its authorised phlebotomist or partner.

Processing started

When sample accessioning or barcoding is completed and the testing workflow begins.

Quality review / validation

Internal investigation by Patheazy's Quality or Medical team to verify a claim.

2. When you are eligible for a refund

3. Money back for Patheazy-caused service or quality issues

A refund, free recollection or free retest may be provided if your complaint is substantiated through Patheazy's quality validation process. The final decision on refund or retest rests with Patheazy's Quality or Medical team after validation to prevent misuse and ensure clinical correctness.

• Missed service: sample collection was not done despite a confirmed slot, and rescheduling is not feasible for you.
• Wrong test, wrong patient or labelling error attributable to Patheazy.
• Sample handling issue attributable to Patheazy, such as a transit breach or unacceptable delay causing rejection.
• Report dispute where Patheazy's quality team confirms the issue after root-cause analysis and approves refund or retest.

4. Time limits for raising a request

• Report or service complaints must be raised within 30 days of testing.
• If you are comparing with another lab report, Patheazy may require it to be within a short window because many analytes vary naturally. Patheazy may exclude high physiological-variation analytes from comparison disputes.
• Booking-cancellation refund requests must be raised within 7 days of payment or booking, unless local law mandates otherwise.

5. Retesting / recollection

When appropriate, Patheazy may offer free recollection through another home visit and/or a free retest for the same test parameters. Once a retest plan is confirmed by the quality team, the schedule may not be modified except for genuine availability constraints.

6. Non-refundable situations

Refunds are not provided for:

• Incorrect patient preparation, such as fasting not followed, or refusal to provide a sample.
• Unavailability or delay due to an incorrect address, unreachable phone number or repeated no-shows.
• Dissatisfaction based only on a difference from expected values without a substantiated quality issue.
• Requests raised outside the time limits in this policy.
• Any misuse, fraud or policy circumvention attempts.
• Tests or packages marked non-cancellable or non-refundable at the time of purchase, such as special campaigns or partner vouchers, unless required by law.

7. How refunds are processed

8. What you must share when requesting a refund

To help us resolve your request quickly, include:

• Booking ID or transaction ID
• Patient name
• Registered phone number
• Test or package name
• Reason for the request
• Supporting details, such as photos of labels, screenshots, doctor notes or a comparative report, if applicable

9. Patheazy's right to reschedule or decline service

Patheazy may reschedule or cancel a booking due to operational constraints, safety or serviceability limitations, with intimation. If Patheazy cancels and cannot fulfil the booking within a reasonable time, you are eligible for a refund as per this policy.

10. Contact

For cancellations, refunds or quality concerns, contact our support team. Support hours are 8:00 AM - 8:00 PM IST.

Submit a refund request through the contact form and include your booking number.