भुगतान वापसी की नीति

Return, Refund and Service Remedy Policy

Last updated: 18 September 2026

healthcare nt sickcare provides diagnostic laboratory services in Pune, Maharashtra, India. We do not ordinarily sell or ship physical goods. A collected biological specimen, completed laboratory procedure or issued diagnostic report cannot be physically returned. This Policy therefore governs cancellations, refunds, re-performance, report correction and other service remedies—not merchandise returns.

This Policy must be read with our Terms of Service, Cancellation and Subscription Policy, Shipping, Home Sample Collection and Digital Report Delivery Policy and Privacy and Data Security Policy.

Important Summary

  • An eligible order may be cancelled within 24 hours of booking only while it remains unfulfilled and before specimen collection, sample acceptance, pre-processing or laboratory processing begins.
  • If collection or processing begins earlier, the ordinary cancellation window ends at that earlier stage.
  • An eligible home-collection cancellation made less than 12 hours before the appointment may attract a ₹250 cancellation charge.
  • No ordinary voluntary refund is available merely because a customer changes their mind after collection, processing or report generation.
  • Nothing in this Policy removes a mandatory remedy for a duplicate charge, provider cancellation, unperformed test, materially deficient service or another right available under Indian consumer law.

1. Legal Entity and Business Details

  • Legal entity: healthcare nt sickcare
  • Business constitution: Partnership firm
  • Partners: Vivek Narayanankutty Nair, Rachana Vivek Nair and Nivedita Arvind Karanjkar
  • PAN: AAKFH0257Q
  • Udyog Aadhaar Number: MH26D0249236
  • Shop and Establishment Registration Number: 1731000310989039
  • Principal place of business: Office No. 2A, 1st Floor, Omkar Complex, New DP Road, Aundh, Pune, Maharashtra 411007, India
  • Website: healthcarentsickcare.com

1.1 Applicable Legal Framework

This Policy is framed subject to the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 where applicable, the Indian Contract Act, 1872, the Digital Personal Data Protection Act, 2023 and rules brought into force under it, the Information Technology Act, 2000, payment-system requirements and other applicable Indian laws.

1.1.1 Non-Waivable Consumer Rights

A contractual restriction in this Policy does not exclude a remedy that cannot lawfully be waived. Eligibility is assessed using the facts of the transaction, the stage of service, the reason for the request and applicable law.

1.1.1.1 Policy Interpretation

If a shorter website notice conflicts with this Policy, this Policy governs refund administration unless the shorter notice gives the customer a more favourable enforceable right.

1.1.1.1.1 Plain-Language Assistance

Customers who need help understanding this Policy may contact us through the channels listed in Section 22.

2. Services Covered

This Policy applies to payments made for:

  • individual diagnostic laboratory tests and investigations;
  • test profiles and preventive health checkup packages;
  • doctor-prescribed diagnostic tests;
  • health cards or bundled diagnostic benefits;
  • direct walk-in laboratory services;
  • eligible home sample collection services; and
  • expressly offered subscriptions or recurring diagnostic plans.

2.1 No Physical Return

Biological specimens, collection consumables, laboratory processing and digital reports are not returnable goods. Shopify or Google Merchant Center settings describing “returns not accepted” refer to this physical-return limitation; they do not remove refund or service-remedy rights that apply to a deficient, cancelled, duplicated or unprovided service.

2.2 Booking Channels

2.3 Home Collection

Home sample collection is ordinarily offered for eligible orders above ₹1001, subject to service area, appointment availability, test requirements and the conditions in our Shipping, Home Sample Collection and Digital Report Delivery Policy.

3. Payment Methods

Payment may be accepted through methods displayed at checkout or specifically authorised for the booking, including:

  • UPI and authorised QR-code payments through banking channels;
  • debit cards, credit cards, wallets and UPI through Razorpay India; and
  • another lawful payment method expressly confirmed by us.

3.1 Payment Security

Customers must never send a UPI PIN, card verification value, online-banking password or complete card details to our staff. We do not intentionally store complete payment credentials. Payment providers and banks process those credentials under their own terms.

3.2 Payment Confirmation Is Not Test Completion

A successful payment confirms receipt of funds, not that collection, processing or reporting has occurred. Refund eligibility depends on the actual service stage and the circumstances described below.

4. Twenty-Four-Hour Cancellation Rule

4.1 Eligibility

A customer may request cancellation within 24 hours after placing an order, provided all of the following are true:

  • the order remains unfulfilled;
  • specimen collection has not occurred;
  • no sample has been accepted, registered or sent for pre-processing;
  • laboratory processing has not begun; and
  • no report has been generated or released.

4.2 Earlier Operational Cut-Off

The 24-hour period is a maximum request window, not a guaranteed cooling-off period after service starts. If collection, accessioning, pre-processing or testing begins within those 24 hours, ordinary cancellation eligibility ends at that earlier operational stage.

4.3 Requests After 24 Hours

A request made after the 24-hour window but before specimen collection may be reviewed manually. Approval is discretionary unless a legal right or provider-caused issue applies. Manual approval in one case does not create a continuing entitlement for other bookings.

5. Refund Outcomes for an Approved Pre-Collection Cancellation

5.1 Standard Refund

If cancellation is approved before service begins, the eligible amount paid for the unperformed service will ordinarily be refunded to the original payment method.

5.2 Home-Collection Cancellation Charge

An otherwise eligible home-collection cancellation made less than 12 hours before the scheduled appointment may attract a ₹250 cancellation charge. The refund will then equal the eligible amount paid minus ₹250.

  • No such charge ordinarily applies when an eligible cancellation is made more than 12 hours before the appointment.
  • The charge will not be applied where the cancellation results from our inability to provide the confirmed service.
  • No deduction will exceed the amount paid for the affected service.

5.3 Direct Walk-In Booking

No home-collection cancellation charge applies to a direct walk-in booking. Refund eligibility still ends when specimen collection, sample acceptance or processing begins.

6. After Specimen Collection

Once a specimen has been collected, consumables, trained personnel time, transport, accessioning and laboratory resources may already have been used. Accordingly:

  • there is no automatic 50% refund merely because a specimen remains in pre-processing;
  • there is ordinarily no voluntary cancellation or change-of-mind refund after collection;
  • a request may still be reviewed for a provider-caused failure, duplicate payment, unperformed test, serious service deficiency or another statutory remedy; and
  • where only some tests in a package remain wholly unperformed, any remedy will be assessed for the affected tests and the actual package allocation.

6.1 Specimen Rejection or Recollection

If a specimen cannot be tested, the appropriate remedy depends on the cause.

6.1.1 Provider-Caused Issue

If rejection or loss results from an attributable collection, identification, transport, handling or processing error, we may offer recollection and repeat testing without additional test charges, or an appropriate refund for the affected unperformed test when recollection is not reasonably possible.

6.1.2 Patient or Biological Factor

If rejection results from an undisclosed preparation issue, refusal to follow reasonable instructions, insufficient specimen that was not caused by the collector, biological interference, inability to obtain a specimen despite reasonable professional attempts, or another factor outside our reasonable control, a refund is not automatic. We will assess whether recollection, an additional charge or another fair solution is appropriate.

6.2 Customer Absence or Failed Collection

If a home-collection professional attends the confirmed address and the customer is unavailable, cannot be contacted, declines collection or has not completed disclosed preparation requirements, the visit may be treated as a late cancellation or failed appointment. A ₹250 charge or reasonable recollection charge may apply, subject to the circumstances and applicable law.

7. After Processing or Report Generation

No ordinary voluntary refund is available after a specimen has entered laboratory processing or a report has been generated, because the diagnostic service and associated resources have been substantially or fully supplied.

7.1 Report Correction Is Not Automatically a Refund

A corrected patient detail, reference interval, transcription issue or authorised amended report does not automatically entitle the customer to a refund if the test was properly performed and the issue was promptly corrected.

7.2 Materially Deficient Service

If a substantiated analytical, identification or reporting failure materially affects the service, we will investigate and may provide re-performance, recollection, report correction, a proportionate refund or another remedy appropriate to the facts and Indian consumer law.

8. Circumstances Ordinarily Eligible for a Full Refund

Subject to verification, a full refund of the affected amount may be issued when:

  • we cancel the service before collection and cannot provide a suitable alternative;
  • a test was paid for but cannot be performed and no accepted substitute is supplied;
  • the same amount was charged more than once for the same transaction;
  • payment was captured but no valid order was created and the service was not provided;
  • an approved pre-collection cancellation carries no applicable charge;
  • a provider-caused specimen failure prevents testing and recollection is not reasonably possible; or
  • a full refund is required by applicable law or expressly approved after grievance review.

9. Circumstances That May Receive a Partial or Proportionate Refund

A proportionate refund may be considered when:

  • only part of a test package remains wholly unperformed;
  • an eligible late home-collection cancellation is subject to the ₹250 charge;
  • a subscription or health-card benefit is cancelled with eligible unused value after excluding benefits already consumed;
  • the customer accepts an alternative test or service of lower value; or
  • a grievance investigation supports a price reduction instead of repeat performance.

9.1 Package and Discount Allocation

Package tests are sold at bundled prices. A refund for one unperformed component is not necessarily calculated using that test’s standalone list price. We may allocate the actual package price across its components on a reasonable, disclosed basis and account for discounts or benefits already used.

9.2 Promotional Benefits

Non-cash coupons, complimentary tests, reward points or promotional benefits ordinarily have no refundable cash value. If the qualifying transaction is refunded, related promotional benefits may be cancelled or adjusted.

10. Circumstances Ordinarily Not Eligible for a Voluntary Refund

  • change of mind after specimen collection or processing begins;
  • disagreement with a clinically valid result merely because it is unexpected;
  • failure to follow disclosed preparation or collection instructions;
  • delay caused by missing information, customer unavailability or incorrect contact details;
  • an inability to obtain a specimen despite reasonable professional attempts, unless investigation shows service deficiency;
  • a request to return a biological specimen or digital report;
  • a report already generated for a properly completed test;
  • a promotional item or complimentary service with no separately paid value; or
  • a fraudulent, abusive, duplicated or unsupported claim.

10.1 Statutory Exception

The exclusions above do not prevent a legally required remedy for an unfair trade practice, deficient service, unauthorised transaction or another protected consumer claim.

11. Turnaround Time and Delays

Reports are typically available from approximately 6 hours to 15 days depending on the test, method, referral laboratory, specimen quality and confirmation requirements. A displayed turnaround time is an estimate unless expressly guaranteed in writing.

11.1 Delay Review

A delay alone does not automatically create a full refund if testing remains clinically and technically valid. However, a material or unreasonable delay attributable to us will be investigated. Depending on its impact, the remedy may include expedited completion, repeat collection, price reduction, refund of an affected unperformed test or another appropriate resolution.

11.2 Referral Laboratory Delay

Use of a referral laboratory does not eliminate applicable consumer rights. We will coordinate the investigation, although resolution time may depend on receiving records from that laboratory.

12. Subscription, Health-Card and Recurring Plan Refunds

Cancellation of an expressly offered recurring plan affects eligible future or unused benefits. It does not reverse a diagnostic service already collected, processed or reported.

  • Used tests, visits, discounts or benefits may be deducted from the refundable value.
  • Any disclosed non-refundable activation or administrative amount must be reasonable and legally permissible.
  • No recurring debit should be made unless its amount, frequency and cancellation method were clearly disclosed and appropriately authorised.

Review the complete Cancellation and Subscription Policy.

13. How to Request a Refund or Remedy

Refund and service-remedy requests should be submitted in writing so that the transaction and requested resolution can be verified.

13.1 Accepted Channels

A phone or WhatsApp message may be used for urgent notification, but we may require written confirmation and supporting information before approving or processing a refund.

13.2 Information Required

  • patient or customer name;
  • registered mobile number or email address;
  • order, invoice, payment or laboratory reference;
  • date and payment method;
  • tests or services affected;
  • reason and requested remedy; and
  • supporting screenshot, receipt or correspondence where relevant.

13.3 Authority to Request

A request must be made by the payer, patient, parent or lawful guardian, or an authorised representative. We may request reasonable verification before discussing health, payment or report information.

14. Review and Decision Process

  1. We acknowledge the request and create a review record.
  2. We verify the booking, payment, service stage and requester’s authority.
  3. Where relevant, we obtain collection, LIMS, payment-provider or referral-laboratory records.
  4. We determine whether cancellation, recollection, repeat testing, correction, credit, partial refund or full refund is appropriate.
  5. We communicate the decision and, when approved, initiate the refund.

14.1 Grievance Timeline

Where the Consumer Protection (E-Commerce) Rules apply, we aim to acknowledge a complaint within 48 hours and resolve it within the legally applicable period, ordinarily not exceeding one month. A payment-provider investigation, bank dispute or complex laboratory review may affect practical completion, but we will communicate material delays.

15. Refund Method

15.1 Original Payment Method

Approved refunds are ordinarily returned to the original payment method. This reduces fraud and creates a traceable reconciliation record.

15.2 Alternative Bank Transfer

If an original-method refund is unavailable, we may offer UPI, IMPS or NEFT after verifying the payer and receiving accurate account information. The recipient name may be required to correspond with the payer, patient or authorised claimant.

15.2.1 Bank Detail Responsibility

The customer must check account number, IFSC code, UPI ID and beneficiary details. We are not responsible for a transfer sent to incorrect details supplied by the verified requester, subject to any obligation to assist with a reasonable recovery attempt.

15.3 Cash Payments

A refund of a cash payment may require the original receipt, identity verification and an acknowledgement of receipt. We may use a traceable bank or UPI transfer instead of cash where appropriate.

16. Refund Processing Time

After approval, we ordinarily initiate a refund within 5–7 working days. The time for funds to appear may depend on the customer’s bank, UPI provider, card network or payment gateway.

16.1 Initiation Versus Credit

“Refund initiated” means we have submitted the instruction to the relevant payment channel. It does not mean the bank has completed credit. We will provide an available reference number if follow-up is required.

16.2 Failed or Reversed Refund

If a refund fails or is returned, we may request updated verified details and reprocess it through an appropriate lawful method.

17. Duplicate, Failed and Unauthorised Transactions

17.1 Duplicate Debit

If two successful payments were captured for one payable order, the verified duplicate amount will be refunded. A temporary bank hold or pending authorisation is not necessarily a completed duplicate charge and may be released automatically by the bank.

17.2 Payment Failed but Amount Debited

Where the order shows failed but the customer’s account was debited, the payment provider or bank may automatically reverse the amount. Contact us with the transaction reference if the amount is not reversed within the provider’s indicated timeline.

17.3 Suspected Unauthorised Payment

Notify the bank or payment provider immediately and contact us. We may place the related order on hold and preserve records. An unauthorised-payment claim is assessed with the payment provider and applicable payment rules.

18. Chargebacks and Payment Disputes

Customers should first contact us so the issue can be investigated promptly. Filing a knowingly false chargeback, claiming non-delivery after accessing a report, or seeking both a direct refund and chargeback for the same amount may be treated as misuse.

A legitimate bank or statutory dispute right is not restricted by this section.

19. Privacy and Refund Records

Refund processing may require identity, booking, transaction, bank, specimen-status and communication data. We process this information for service administration, fraud prevention, accounting, audit, grievance handling and legal compliance, as described in our Privacy and Data Security Policy.

19.1 No Blanket Consent

Booking or requesting a refund does not constitute blanket consent to unrelated marketing or analytics. Necessary refund, security, accounting and grievance records may be retained where permitted or required by law even after optional consent is withdrawn.

19.2 Lawful Disclosure

Relevant information may be disclosed to payment providers, banks, auditors, professional advisers, referral laboratories or competent authorities only where reasonably necessary and lawful. A binding demand may be assessed under applicable law, including the Bharatiya Nagarik Suraksha Sanhita, 2023, where relevant.

20. Customer Rights and Responsibilities

20.1 Customer Rights

  • clear information about price, service scope and material conditions;
  • fair assessment of cancellation, refund and service-deficiency claims;
  • an invoice, receipt or payment confirmation;
  • grievance redressal and access to statutory consumer remedies;
  • privacy rights available under applicable data-protection law; and
  • a reasoned response where required by law.

20.2 Customer Responsibilities

  • provide accurate patient, contact, booking and payment information;
  • follow disclosed test preparation instructions;
  • be available at the confirmed collection time and location;
  • raise concerns promptly with supporting information;
  • avoid duplicate refund or chargeback claims; and
  • protect reports, payment references and verification credentials.

21. Grievance Escalation

If the initial response does not resolve the matter, request escalation and attach the earlier correspondence.

  • Refund and accounts coordination: Rachana Vivek Nair, Partner – Administration and Accounts
  • Service and consumer grievance oversight: Vivek Narayanankutty Nair, Partner – Business Management
  • Collection, processing and reporting review: Nivedita Arvind Karanjkar, Partner and Laboratory Operations Head

Review the Grievance Redressal Policy. A customer may also pursue an available remedy before a competent consumer commission or other authority. Nothing in this Policy requires a customer to surrender a non-waivable statutory right.

22. Contact Details

23. Related Policies and Internal Links

24. Policy Changes

We may update this Policy to reflect legal, payment, operational or service changes. The revised date will appear at the top. A change will not retrospectively reduce an accrued statutory right or an approved refund. The terms displayed at the time of booking ordinarily govern voluntary cancellation eligibility, subject to mandatory law.