1. Refund Eligibility

We are dedicated to billing transparency and customer trust. Refunds are evaluated and processed based on the following specific criteria:

• The test booking is cancelled by the patient in accordance with our cancellation timelines.
• The test could not be conducted by us due to laboratory technical issues or slot unavailability.
• A duplicate payment was made by the user for the same booking.
• The technician failed to arrive for a scheduled Home Sample Collection.

Non-Refundable Cases: Refunds will not be issued once a sample has been collected, or once laboratory testing and report generation are underway.

2. Cancelled Tests

If you cancel a test booking before sample collection has occurred, you will be eligible for a refund. Cancellations made within the guidelines (typically at least 2 hours before the scheduled collection slot) will receive a full refund. Late cancellations may incur a nominal processing fee to cover coordination and logistics.

3. Duplicate Payments

In case of duplicate transactions resulting from billing gateway failures or double-clicks, the excess amount will be refunded in full once verified by our finance team. You will need to provide transaction transaction references or payment receipts for processing.

4. Online Payments

Online payments made via credit/debit cards, net banking, or UPI portals are handled through secure gateways. If a transaction fails but money is debited, the gateway provider standardly reverses the charge in 3-5 working days. If it is credited to us, we will process the refund immediately upon notification.

5. Refund Timeline

Once a refund is approved by our billing administrator:

• The transaction will be initiated within 48 hours of verification.
• It may take 5 to 7 business days for the funds to reflect in your bank account, depending on your bank's processing cycles.

6. Refund Method

All refunds will be credited back to the original payment source (UPI, net banking, credit/debit card). If the booking was made via Cash on Collection, refunds will be settled in cash at our central Sarvodaya Nagar laboratory or via bank transfer, upon validation of patient identity documents.

7. Contact for Refund Queries

For any queries related to refunds, failed payments, or duplicate transactions, please reach out to our billing support office:

Narayan Pathology & Biopsy Centre (Billing Dept.)
117/14 Sarvodaya Nagar, Kanpur 208005
Email: neelima26sachan@gmail.com (Subject: Refund Request - Patient Name)
Phone: 9506800711