खरेदी पर्याय रद्द करण्याचे धोरण

Cancellation and Subscription Policy

Last updated: 18 September 2026

healthcare nt sickcare is a partnership firm and medical laboratory service provider based in Pune, Maharashtra, India. This policy explains when diagnostic test bookings, preventive health checkups, home sample collection appointments, health cards and eligible service subscriptions may be cancelled, rescheduled or refunded.

This policy is intended to operate consistently with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, the Digital Personal Data Protection Act, 2023, the Digital Personal Data Protection Rules, 2025 as brought into force from time to time, the Information Technology Act, 2000, and other applicable Indian laws.

This policy must be read with our Terms of Service, Return and Refund Policy, Shipping and Digital Delivery Policy, Privacy Policy and Legal Notice and Regulatory Disclosures.

1. Important Cancellation Summary

  • Shopify cancellation requests may be submitted within 24 hours of placing an order.
  • The Shopify cancellation rule applies only to unfulfilled orders placed after the rule was enabled or subsequently updated.
  • A cancellation must be requested before specimen collection, sample acceptance, pre-processing or laboratory processing begins.
  • If sample collection or laboratory work begins during the 24-hour period, the standard cancellation right ends at that earlier operational stage.
  • Home collection cancellations made less than 12 hours before the scheduled appointment may attract a disclosed cancellation charge of ₹250.
  • Physical returns and return-shipping costs do not apply because healthcare nt sickcare provides diagnostic services rather than returnable physical goods.
  • Nothing in this policy removes a statutory remedy for an unprovided, incorrectly charged, materially deficient or misrepresented service.

1.1 Order Cancellation Window

An eligible customer may request cancellation during the 24-hour period beginning when the order is placed, provided the order remains unfulfilled and no specimen collection or laboratory activity has begun.

1.1.1 Earlier Operational Cut-Off

The cancellation deadline is the earliest of:

  • 24 hours after the order is placed;
  • the start of home or walk-in specimen collection;
  • acceptance of a customer-provided specimen;
  • the start of pre-processing, accessioning, referral or laboratory processing; or
  • another point at which the service has been materially performed.
1.1.1.1 Requests After the 24-Hour Window

A request received after the 24-hour Shopify cancellation window but before specimen collection may be considered manually, depending on appointment timing, resources already committed and applicable law. Manual consideration does not create an automatic entitlement to cancellation.

1.1.1.1.1 Statutory Rights Remain Available

The expiry of the voluntary or platform-based cancellation window does not remove any non-waivable right available under Indian consumer law where the service is not supplied, is materially deficient, is incorrectly charged or is otherwise provided unlawfully.

2. Scope of Services

healthcare nt sickcare provides or facilitates medical laboratory and diagnostic services. We do not ordinarily sell physical consumer goods.

2.1 Covered Services

  • individual diagnostic laboratory tests and investigations;
  • test profiles and preventive health checkup packages;
  • doctor-prescribed diagnostic tests;
  • health cards and bundled diagnostic services;
  • walk-in specimen collection;
  • home blood and other permitted specimen collection;
  • coordination with partner or referral laboratories; and
  • digital delivery of laboratory reports.

2.2 No Physical Returns

Diagnostic services cannot be physically returned. Collection tubes, needles, swabs, specimen containers and laboratory consumables form part of the service and are not products supplied for return or resale.

  • No physical return window applies.
  • No return label is required.
  • No return courier is required.
  • Physical return costs are not applicable.

For complete delivery information, review our Shipping, Home Sample Collection and Digital Report Delivery Policy.

3. Booking Channels

3.1 Home Collection

Home sample collection is subject to serviceability, appointment availability, test suitability and the minimum order value or collection fee disclosed during booking. The currently stated home-collection eligibility threshold is a booking value above ₹1,001 unless a different charge, threshold or promotion is shown at checkout or confirmed before booking.

Customers may review the home laboratory test booking process and applicable test preparation instructions.

4. Payments and Booking Confirmation

Payments may be processed through Razorpay India, authorised UPI arrangements or other payment methods displayed at checkout.

  • Debit cards, credit cards, wallets and UPI may be processed through Razorpay.
  • UPI payments may be accepted through an authorised payment link, QR code or bank arrangement.
  • A booking is confirmed only after successful payment or acceptance of another authorised payment arrangement.
  • healthcare nt sickcare does not ordinarily store complete card, banking or UPI authentication credentials.

5. Cancellation Eligibility

5.1 Eligible Cancellations

A booking may ordinarily be cancelled where all of the following conditions are satisfied:

  • the request is submitted within 24 hours of the order being placed;
  • the order remains unfulfilled;
  • the specimen has not been collected or accepted;
  • pre-processing, accessioning or laboratory processing has not begun;
  • specialised consumables or irreversible third-party services have not been used; and
  • the request is submitted through an approved cancellation channel.

5.2 Cancellations That May Be Declined

A standard cancellation may be declined where:

  • the 24-hour cancellation window has expired;
  • home or walk-in specimen collection has begun or been completed;
  • a customer-provided specimen has been accepted;
  • the specimen has been transported or referred for processing;
  • pre-processing, testing, confirmation or report generation has begun;
  • a report has been generated or released;
  • the service has otherwise been materially performed; or
  • the request is fraudulent, abusive or inconsistent with applicable law.

5.2.1 Processing Already Started

Once collection or processing has begun, the request will not be treated as a standard cancellation. The customer may still submit a refund or service-remedy request under our Return and Refund Policy, including where a service failure or statutory consumer remedy is alleged.

6. Home Collection Cancellation and Rescheduling

6.1 Cancellation More Than 12 Hours Before the Appointment

No home-collection cancellation charge ordinarily applies where:

  • the cancellation is otherwise eligible under this policy;
  • the request is submitted more than 12 hours before the scheduled appointment; and
  • specimen collection or laboratory processing has not begun.

6.2 Cancellation Within 12 Hours of the Appointment

A cancellation charge of ₹250 may apply where an otherwise eligible home-collection booking is cancelled less than 12 hours before the scheduled appointment.

The charge reflects collection scheduling, personnel allocation and operational costs. It will be disclosed during cancellation and may be deducted from an approved refund where legally permissible.

6.3 Missed or Unsuccessful Home Collection

A visit may be treated as unsuccessful where:

  • the patient is unavailable at the confirmed address;
  • the address is incorrect, incomplete, inaccessible or unsafe;
  • the patient has not followed mandatory preparation instructions;
  • required identification, consent or prescription information is unavailable;
  • the patient declines collection after the collection professional arrives; or
  • collection cannot be completed safely despite reasonable efforts.

Depending on the circumstances, healthcare nt sickcare may offer rescheduling or apply an appropriate charge. Any charge or deduction will remain subject to applicable consumer law.

6.4 Rescheduling

Where operationally possible, an eligible booking may be rescheduled instead of cancelled. Rescheduling is subject to:

  • phlebotomist and appointment availability;
  • test-specific collection timing;
  • fasting and preparation requirements;
  • specimen stability requirements;
  • partner-laboratory schedules; and
  • serviceability at the requested address.

7. Direct Walk-In Cancellations

No cancellation charge ordinarily applies to a direct walk-in booking where:

  • the request is made within the applicable 24-hour cancellation window;
  • specimen collection has not begun;
  • the specimen has not been accepted; and
  • no laboratory processing or materially performed service has occurred.

8. Refund Treatment Following Cancellation

8.1 Approved Cancellation Before Collection

An approved cancellation before specimen collection may qualify for a refund in accordance with our Refund Policy, after deducting any properly disclosed and legally permissible cancellation charge.

8.2 Cancellation After Collection

After specimen collection, a standard cancellation is not ordinarily available. Any refund request will be assessed under the Refund Policy according to:

  • the stage of sample handling and processing;
  • whether laboratory consumables and resources have been used;
  • whether the sample remains suitable for processing;
  • whether healthcare nt sickcare or a partner laboratory caused a service failure; and
  • the customer’s statutory rights.

8.3 No Refund After Processing or Reporting

No voluntary refund is ordinarily available once the specimen has been processed or the report has been generated. This restriction does not exclude remedies required for a materially deficient, incorrect, unprovided or unlawfully supplied service.

8.4 Refund Method and Timeline

  • Refunds will ordinarily be returned to the original payment method where practicable.
  • An approved alternative method such as UPI, IMPS or NEFT may be used after appropriate verification.
  • Approved refunds are ordinarily initiated within 5–7 working days.
  • Actual credit timing may depend on Razorpay, the customer’s bank or another payment provider.

9. Service Cancellation by healthcare nt sickcare

healthcare nt sickcare may cancel, postpone or modify a booking where:

  • the requested test is unavailable;
  • the collection address is outside the service area;
  • required preparation, prescription, consent or identification is unavailable;
  • safe collection cannot be completed;
  • a partner or referral laboratory cannot process the test;
  • equipment, reagent, staffing or transport constraints prevent performance;
  • the booking contains incorrect, fraudulent or misleading information; or
  • an event outside reasonable operational control prevents the service.

Where healthcare nt sickcare cancels a paid service before it is supplied, the customer will ordinarily be offered an appropriate refund, rescheduling or equivalent alternative.

10. Test Availability, Reports and Turnaround Times

  • Laboratory reports are generally delivered within approximately 6 hours to 15 days, depending on the test.
  • Turnaround time generally begins after an acceptable specimen reaches the processing laboratory.
  • Reports may be delivered by registered email, secure WhatsApp, an access link or an authorised laboratory information system.
  • Test reporting and notifications may be coordinated through Doray’s LIMS.

A reporting delay does not automatically constitute cancellation. A materially excessive delay or failure to provide the service may be raised under the Return and Refund Policy or Grievance Redressal Policy.

11. Subscriptions, Health Cards and Bundled Services

11.1 Subscription Cancellation

Where healthcare nt sickcare expressly offers a recurring subscription, health card or bundled service plan, cancellation affects only eligible future and unused services. It does not reverse a diagnostic service already collected, processed or reported.

11.2 Automatic Renewals

No recurring amount will be charged automatically unless the customer has been clearly informed of the recurring nature, amount, frequency and cancellation method and has provided the required authorisation.

11.3 Unused Benefits

Refunds for unused subscription or health-card benefits will depend on:

  • the specific plan terms disclosed at purchase;
  • services already used or reserved;
  • discounts already received;
  • non-recoverable third-party costs; and
  • applicable consumer law.

11.4 Promotional and Final-Sale Classification

A service will not be treated as non-cancellable merely because it is discounted or promotional. Any special restriction must be prominently disclosed before purchase and remains subject to mandatory Indian consumer rights.

12. How to Request Cancellation

12.1 Shopify Cancellation Request

Where available, an eligible customer may use the cancellation-request option provided for an unfulfilled Shopify order within 24 hours of placing that order.

12.2 Assisted Cancellation Channels

12.3 Required Cancellation Information

The customer should provide:

  • the order or booking number;
  • the patient’s name;
  • the registered telephone number or email address;
  • the booked test or package;
  • the appointment date and time, where applicable;
  • the reason for cancellation or rescheduling; and
  • relevant payment or booking information.

12.3.1 Identity Verification

Identity or booking verification may be required before a cancellation, refund or disclosure of patient-related information is processed.

13. Personal Data Used for Cancellation

healthcare nt sickcare may process personal data necessary to manage bookings, cancellations, rescheduling, refunds, accounting, fraud prevention, customer support and legal compliance.

13.1 Categories of Data

  • patient and booking-customer identity information;
  • telephone number, email address and collection address;
  • order, appointment and test details;
  • payment and refund information;
  • communications and grievance records; and
  • limited health or specimen-status information necessary to determine the service stage.

13.2 Consent and Other Lawful Processing

Where consent is required, healthcare nt sickcare will seek consent through a clear affirmative action and provide the applicable notice. Necessary service, legal, accounting, fraud-prevention and grievance activities may also be processed on another basis permitted by applicable law.

Customers may review our Privacy Policy and Consent Withdrawal Procedure.

13.3 Children and Dependent Patients

A parent or lawful guardian must make or authorise a cancellation request relating to a minor or another person who cannot lawfully manage the request independently. Verification may be required before action is taken.

14. Data Sharing and Lawful Disclosure

healthcare nt sickcare does not sell or rent patient data. Cancellation-related information may be shared only as reasonably necessary with:

  • payment processors such as Razorpay for payment and refund reconciliation;
  • the relevant processing, partner or referral laboratory;
  • Doray’s LIMS for booking, sample and reporting-status synchronisation;
  • communications and technology service providers supporting the transaction;
  • professional advisers or auditors subject to appropriate obligations; or
  • competent authorities in response to a lawful requirement, including an applicable order or demand under the Bharatiya Nagarik Suraksha Sanhita, 2023 or another law in force.

Disclosure will be limited to information reasonably necessary for the lawful purpose.

15. Customer Rights Under Indian Law

Subject to applicable law, customers have the right to:

  • receive clear information about services, prices and material cancellation conditions;
  • request cancellation within the declared window for an eligible unfulfilled order;
  • seek an appropriate remedy for an unprovided or materially deficient service;
  • receive lawful refund handling without unfair contractual restrictions;
  • raise a complaint and receive grievance redressal;
  • access or correct eligible personal data;
  • request erasure where legally available and subject to required retention;
  • withdraw consent for optional processing without affecting processing already lawfully completed; and
  • approach an appropriate consumer commission or statutory authority.

15.1 Non-Waiver of Mandatory Rights

Nothing in this policy excludes, restricts or overrides a right or remedy that cannot lawfully be waived under the Consumer Protection Act, 2019 or another applicable law.

16. Rights and Responsibilities of healthcare nt sickcare

healthcare nt sickcare may:

  • verify the booking, patient and requesting person before acting;
  • determine the service stage using operational and laboratory records;
  • decline a standard cancellation after the applicable cut-off;
  • deduct a properly disclosed and legally permissible charge;
  • refuse fraudulent, abusive or unauthorised requests;
  • retain cancellation, refund, accounting and quality records where required; and
  • comply with lawful regulatory, judicial or governmental requirements.

17. Complaints and Grievance Redressal

Questions or complaints concerning cancellation, rescheduling or refund handling may be submitted through our official support channels.

17.1 Grievance Contact

17.2 Response Timeline

Where the Consumer Protection (E-Commerce) Rules apply, complaints will be acknowledged within 48 hours and addressed within the legally applicable period, ordinarily not exceeding one month. Operational matters may be resolved sooner where practicable.

17.2.1 Escalation

Further details are available in our Grievance Redressal Policy. A customer may also use any consumer or statutory remedy available under applicable law.

18. Authority and Oversight

Nivedita Arvind Karanjkar
Partner and Laboratory Operations Head – Cancellations, Sample Processing and Reporting

Rachana Vivek Nair
Partner – Administration, Accounts and Refund Coordination

Vivek Narayanankutty Nair
Partner – Business Management and Consumer Grievance Oversight

19. Related Policies and Customer Resources

20. Policy Updates and Legal Priority

This policy may be updated to reflect changes in Shopify functionality, operational practices, laboratory arrangements or applicable law. The revised policy will display its updated effective date.

20.1 Existing Orders

Changes to Shopify cancellation rules apply prospectively as stated by Shopify. Orders placed before a rule was enabled or updated may remain subject to the terms in effect when the order was placed, except where mandatory law requires otherwise.

20.2 Mandatory Law Prevails

If this policy conflicts with a mandatory provision of Indian law, the mandatory legal provision will prevail.