Shipping policy

Shipping, Home Sample Collection and Digital Report Delivery Policy

Last updated: 18 September 2026

This policy explains how healthcare nt sickcare coordinates diagnostic sample collection, transports biological specimens for laboratory processing and delivers laboratory reports electronically.

healthcare nt sickcare provides medical laboratory and diagnostic services. We do not ordinarily sell or ship physical consumer goods. Conventional product shipping, physical product delivery, return shipping and physical return costs are therefore not applicable to our diagnostic services.

1. Policies Incorporated by Reference

This policy must be read together with our:

2. Business Identification

2.1 Legal and Contact Details

Complete partnership, registration, GST and regulatory information is available in our Legal Notice and Regulatory Disclosures .

3. Scope of This Policy

This policy applies to:

  • home blood and other permitted specimen collection;
  • walk-in sample collection;
  • transport of collected specimens to processing laboratories;
  • coordination with partner or referral laboratories;
  • electronic delivery of laboratory reports;
  • failed or delayed report delivery;
  • sample recollection where necessary; and
  • customer support concerning collection and report delivery.

3.1 Services Not Covered as Physical Shipping

This policy does not create a physical-goods shipping or return service. Diagnostic testing, sample collection and report delivery are healthcare services.

4. No Physical Goods Are Shipped

Diagnostic tests, preventive health checkups, home sample collection and laboratory reports are healthcare services rather than physical consumer products.

4.1 Physical Shipping Status

  • No physical diagnostic product is ordinarily shipped.
  • No conventional product-shipping fee ordinarily applies.
  • No physical product-return window applies.
  • No return label is required.
  • No return-shipping fee applies.
  • Physical return costs are not applicable.

4.1.1 Medical Consumables

Needles, collection tubes, swabs, specimen containers, reagents and other medical consumables used during sample collection or testing form part of the diagnostic service. They are not products supplied to customers for return, reuse or resale.

5. Available Service Methods

5.1 Walk-In Sample Collection

Customers may attend our service location for sample collection during available operating hours, subject to:

  • test availability;
  • test-preparation requirements;
  • availability of trained collection personnel;
  • prescription or consent requirements; and
  • the operating schedule of the processing laboratory.

5.2 Home Sample Collection

Home sample collection may be available across serviced Pune localities, subject to:

  • the customer’s PIN code and complete address;
  • appointment availability;
  • the type of test and specimen required;
  • sample-stability and transport requirements;
  • the applicable minimum booking value or collection charge;
  • confirmation of payment or an approved payment arrangement; and
  • safe and reasonable access to the collection location.

5.2.1 Home Collection Eligibility

The currently stated eligibility threshold for home collection is a booking value of ₹1,001, unless a different threshold, collection fee, promotional condition or individual arrangement is displayed at checkout or communicated before confirmation.

5.2.1.1 Serviceability Requirement

Meeting the minimum booking value does not independently guarantee home collection. The address must fall within a serviced location, and the requested test must be suitable for home collection and specimen transport.

5.2.1.1.1 Operational Qualification

Home collection remains subject to staff availability, test requirements, specimen stability, processing-laboratory schedules and safe access to the collection address.

Customers can review the process in our step-by-step home laboratory test booking guide .

6. Home Collection Is Not Product Shipping

A visit by a phlebotomist or collection professional constitutes delivery of a healthcare service. It is not the shipment or delivery of a physical product.

6.1 Activities Included in Home Collection

  • verification of booking and patient details;
  • review of relevant preparation information;
  • collection of blood, urine or another permitted specimen;
  • labelling and packing of the specimen;
  • transport coordination for laboratory processing; and
  • electronic booking or collection notifications.

7. Service Area and Address Requirements

Home sample collection is offered only in serviced locations and remains subject to operational availability.

7.1 Information Required from the Customer

  • the patient’s correct name;
  • a complete collection address;
  • an accurate PIN code;
  • a reachable telephone number;
  • appropriate access instructions;
  • the correct landmark, building and flat or office number; and
  • any safety or mobility information relevant to the appointment.

7.1.1 Incorrect or Incomplete Address

Providing an incorrect, incomplete or inaccessible address may result in delay, rescheduling or cancellation.

Any applicable cancellation or refund will be determined under our diagnostic service refund conditions .

8. Appointment Scheduling

A requested collection time is not confirmed until healthcare nt sickcare accepts the booking and communicates an appointment confirmation.

8.1 Factors Affecting Appointment Times

  • phlebotomist availability;
  • traffic, weather or access conditions;
  • public holidays;
  • test-specific collection timing;
  • fasting requirements;
  • laboratory operating schedules;
  • specimen-transport cut-off times; and
  • events outside reasonable operational control.

8.1.1 Estimated Collection Time

An estimated collection time is not an absolute guarantee. We will make reasonable efforts to notify the customer of a material delay.

9. Customer Availability and Preparation

The patient or an authorised responsible person must:

  • be available at the confirmed location and time;
  • provide accurate booking and patient information;
  • follow all test-preparation instructions;
  • provide any required prescription or consent;
  • disclose relevant medical conditions;
  • provide a clean, safe and reasonably accessible collection area; and
  • ensure that children or dependent patients are accompanied by an authorised adult.

9.1 Test Preparation

Customers should review our blood test and diagnostic test preparation guidance before the appointment.

9.1.1 Consequences of Incorrect Preparation

Failure to follow preparation requirements may affect the reliability of the test, prevent collection or require rescheduling or recollection.

10. Missed or Unsuccessful Collection Visits

A collection visit may be unsuccessful where:

  • the customer or patient is unavailable;
  • the supplied address is incorrect or inaccessible;
  • the patient has not followed mandatory preparation instructions;
  • a required prescription, identification or consent is unavailable;
  • the environment is unsafe for collection;
  • the patient declines collection after the professional arrives; or
  • collection cannot safely or reasonably be completed.

10.1 Rescheduling and Charges

healthcare nt sickcare may offer rescheduling where appropriate. Any recollection, rescheduling or cancellation charge will depend on:

  • the reason the visit was unsuccessful;
  • whether travel and professional time were already incurred;
  • whether medical consumables were used;
  • whether the specimen entered pre-processing or processing; and
  • the customer’s rights under applicable Indian law.

11. Specimen Labelling, Packaging and Transport

Collected specimens are biological materials handled for diagnostic processing. They are not consumer parcels.

11.1 Specimen Handling Procedures

Specimen handling may include:

  • patient identification and sample labelling;
  • use of test-appropriate collection containers;
  • leak-resistant or protective packaging;
  • temperature-controlled handling where required;
  • recording of collection time and relevant details;
  • transport within applicable specimen-stability limits; and
  • delivery to an appropriate processing laboratory.

11.1.1 Transport Conditions

Transport arrangements may vary according to the specimen type, testing method, distance, stability requirements and processing laboratory.

12. Partner and Referral Laboratories

Certain routine, specialised, confirmatory or referral tests may be processed by an appropriately equipped partner or referral laboratory.

12.1 Responsibilities and Identification

  • The specimen may be transported to a partner laboratory for processing.
  • The processing laboratory should be identified on the report or related documentation.
  • The processing laboratory is responsible for analytical examination and report authorisation.
  • The turnaround time may include referral and transport time.
  • The report format may follow the processing laboratory’s approved format.

12.1.1 Accreditation Scope

Accreditation claims apply only to the entity, location and testing scope identified in the relevant certificate.

Review our accreditation and regulatory disclosures for further information.

13. Sample Rejection and Recollection

A sample may be rejected or require recollection if it is:

  • insufficient in quantity;
  • collected in an unsuitable container;
  • incorrectly or incompletely labelled;
  • haemolysed;
  • clotted where clotting makes it unsuitable;
  • contaminated;
  • leaking or damaged;
  • transported outside the permitted stability period;
  • stored outside required conditions; or
  • otherwise unsuitable for reliable analysis.

13.1 Recollection Notification

Where reasonably practicable, the customer will be informed if recollection is necessary.

13.1.1 Recollection Charges and Remedies

Recollection charges, refunds or corrective services will depend on the cause of the rejection and the stage of processing.

Applicable conditions are described in our refund, recollection and service-remedy policy .

14. Laboratory Processing and Turnaround Times

Report turnaround time generally begins after an acceptable specimen is received by the processing laboratory, unless a different starting point is expressly stated.

14.1 Expected Reporting Range

Depending on the test, laboratory reports are ordinarily expected within approximately 6 hours to 15 days. This is an estimated range and not a universal guarantee.

14.1.1 Reasons for Extended Turnaround

  • sample recollection;
  • repeat analysis;
  • dilution or analytical verification;
  • confirmatory or reflex testing;
  • referral to a specialised laboratory;
  • test batching schedules;
  • equipment or reagent constraints;
  • public holidays;
  • technical or communications failures; and
  • events outside reasonable operational control.
14.1.1.1 Medical Emergencies

An estimated report time must not be interpreted as a medical emergency-response time.

15. Digital Delivery of Reports

Laboratory reports are ordinarily delivered electronically through:

  • the registered email address;
  • secure WhatsApp communication;
  • SMS or WhatsApp containing a report-access notification or link;
  • a laboratory information management system; or
  • another secure electronic method communicated to the customer.

15.1 Printed Reports

Printed report delivery is not included unless it is expressly arranged and confirmed separately.

15.2 Completion of Digital Delivery

Digital delivery is treated as completed when the report or report-access communication is successfully transmitted to the contact details supplied by the customer.

16. Customer Responsibility for Digital Delivery

The customer is responsible for:

  • providing an accurate email address and telephone number;
  • maintaining access to the registered accounts;
  • checking spam, junk and filtered message folders;
  • maintaining sufficient device storage and internet access;
  • protecting report links, passwords and one-time passwords;
  • avoiding shared or insecure communication accounts; and
  • promptly reporting incorrect contact information.

16.1 Confidentiality Responsibility

Laboratory reports contain sensitive health information. Customers should not forward reports, report links, passwords or access credentials to unauthorised persons.

17. Failed or Delayed Digital Delivery

A report communication may be delayed or fail because of:

  • an incorrect email address or telephone number;
  • a full email inbox;
  • spam filtering;
  • telephone or internet-service interruption;
  • WhatsApp, SMS or email-provider restrictions;
  • laboratory information-system downtime;
  • temporary platform outages; or
  • security controls intended to protect patient information.

17.1 Requesting Redelivery

If the expected reporting period has passed, the customer should contact us. Identity verification may be required before a report is resent or released through another communication channel.

18. Privacy and Confidentiality

Collection addresses, contact details, booking information, specimen information and laboratory reports constitute personal data and may include sensitive health information.

18.1 Purposes of Processing

Information may be processed for:

  • appointment scheduling;
  • patient identification;
  • sample collection and transport;
  • laboratory processing;
  • report generation and delivery;
  • customer support;
  • quality assurance;
  • grievance handling; and
  • legal and regulatory compliance.

18.1.1 Privacy Policy

Personal data is handled in accordance with applicable Indian law and our Privacy Policy for personal and health information .

18.1.1.1 Optional Processing

Customers wishing to withdraw consent for optional processing should review our consent-withdrawal procedure .

18.1.1.1.1 Necessary Service Communications

Withdrawal of optional marketing consent does not prevent necessary communications concerning bookings, preparation, collection, payments, safety, reports or grievances.

19. No Medical Advice Through Report Delivery

Digital report delivery does not constitute medical consultation, diagnosis, treatment advice, emergency monitoring or a prescription.

19.1 Professional Interpretation

Customers should consult a registered medical practitioner for interpretation of laboratory findings.

19.1.1 Emergency Situations

In a medical emergency, customers must contact the appropriate emergency service or proceed to the nearest suitable hospital. Email, WhatsApp and website communications must not be used to seek emergency medical assistance.

Review our diagnostic information and no-medical-advice disclaimer .

20. Physical Returns and Return Costs

Laboratory services cannot be physically returned after sample collection or processing has begun.

20.1 Returns-Not-Accepted Classification

  • Physical returns of diagnostic services are not accepted.
  • A physical return address is not applicable.
  • Return postage is not applicable.
  • Return courier arrangements are not applicable.
  • Physical return costs are not applicable.

20.1.1 Statutory Consumer Rights

This no-physical-return position does not remove any non-waivable right or remedy available under Indian consumer law.

21. Cancellations, Refunds and Service Remedies

Cancellation and refund eligibility depends on the stage of appointment scheduling, sample collection, specimen transport and laboratory processing.

21.1 Potentially Eligible Circumstances

A customer may be eligible for a refund, rescheduling or corrective service where:

  • healthcare nt sickcare cancels the confirmed service;
  • the booked collection or test is not provided;
  • a duplicate payment is received;
  • the customer is charged an incorrect amount;
  • an incorrect service is provided;
  • a specimen is mishandled by the service provider;
  • the service is materially deficient; or
  • a remedy is required under applicable law.

21.1.1 Processing Already Commenced

Once sample collection or processing has begun, cancellation may be restricted because professional time, medical consumables, transport and laboratory resources have already been committed.

21.1.1.1 Applicable Policies

22. Events Outside Reasonable Control

Collection, transport, processing or report delivery may be affected by:

  • extreme weather or natural disasters;
  • epidemics or public-health emergencies;
  • government restrictions;
  • transport disruption;
  • civil disturbance or strikes;
  • power, telephone or internet failures;
  • equipment breakdown;
  • reagent or consumable shortages;
  • third-party platform outages; or
  • other circumstances outside reasonable operational control.

22.1 Operational Response

healthcare nt sickcare will take reasonable steps to communicate material delays and provide an appropriate alternative where practicable.

23. Customer Rights Under Indian Law

Nothing in this policy excludes, limits or overrides a non-waivable right or remedy available under:

  • the Consumer Protection Act, 2019;
  • the Consumer Protection (E-Commerce) Rules, 2020, where applicable;
  • the Digital Personal Data Protection Act, 2023 and applicable rules;
  • the Information Technology Act, 2000; or
  • another applicable Indian law or regulation.

23.1 Mandatory Rights Prevail

Any limitation in this policy applies only to the maximum extent permitted by law.

24. Complaints and Grievance Redressal

Customers should promptly report collection, specimen transport or report-delivery problems through an official support channel.

24.1 Customer Support

24.2 Information to Include

  • the booking or order number;
  • the patient’s name;
  • the registered email address or telephone number;
  • the collection date;
  • the affected test or package;
  • a description of the issue; and
  • relevant payment or communication records.

24.2.1 Protecting Health Information

Customers should not publish reports, prescriptions, contact details or sensitive health information on public social-media platforms.

24.2.1.1 Grievance Escalation

Further escalation information is available in our Grievance Redressal Policy .

25. Policy Updates

healthcare nt sickcare may update this policy to reflect changes in:

  • service areas;
  • home collection eligibility;
  • collection charges;
  • laboratory arrangements;
  • report-delivery systems;
  • operational practices; or
  • applicable law and regulation.

25.1 Effective Date of Changes

The updated policy will be published on this page with a revised effective date. Material changes will not be applied retrospectively where doing so would unlawfully reduce rights attached to an existing confirmed booking.

26. Related Policies and Patient Resources

26.1 Legal Priority

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