Cancellation & Refund Policy

At Nucare Diagnostics (KOLKATA HEALTHCARE INITIATIVE PRIVATE LIMITED), we strive to offer a seamless and transparent booking experience. We understand that plans can change, which is why we have formulated a straightforward cancellation and refund policy. Please review the terms below carefully.

1. Cancellation Policy

• Before Sample Collection: You may cancel your booking at any time before the phlebotomist arrives for a home collection or before your sample is drawn at our lab center.
• After Sample Collection: Once your biological sample has been collected and handed over for processing, the order cannot be cancelled under any circumstances.
• Rescheduling: Instead of cancelling, you may choose to reschedule your test slot (for home collection or lab visit) free of charge, provided you notify us at least 2 hours prior to the scheduled time.

2. Refund Policy

Our refund terms depend on the status of your booking and the payment method used:

• Eligible Refunds: If you cancel your test prior to sample collection and have prepaid online, you are eligible for a 100% refund of the test amount.
• Non-Refundable Scenarios: No refunds will be issued once the sample collection process is completed, or if a report has already been generated.
• Lab Errors or Unfulfilled Tests: In the rare event that we are unable to process your sample due to a technical error at our lab, or if a sample is rejected due to quality issues (e.g., hemolysis), we will offer a free re-collection or a full refund, based on your preference.

3. Home Collection Convenience Fees

If our phlebotomist arrives at your designated address for a scheduled home collection and you are unavailable, refuse the test, or cancel at the doorstep, the home collection convenience fee is strictly non-refundable. Only the cost of the tests will be refunded.

4. Refund Processing Timeline

Once a cancellation is approved, refunds for online payments are processed automatically back to the original payment source (Credit/Debit Card, UPI, Net Banking). Please allow 5 to 7 business days for the credited amount to reflect in your bank account. Cash on Collection (COD) orders that are cancelled do not require any refund processing.

5. How to Request a Cancellation

To initiate a cancellation or request a refund, please contact our customer support team immediately with your Order ID (e.g., ORD-XXXXXX) using the details provided below.