Refund & Cancellation Policy

Cancellation by You

You are free to cancel or reschedule your booking at any time before the sample collection visit. The refund amount depends on when you cancel.

• More than 12 hours before your appointment — full refund, no questions asked. We will process it within 5–7 business days to your original payment method.
• Within 12 hours of your appointment — a service coordination fee of ₹150 will be deducted to cover phlebotomist dispatch and coordination costs. The remaining amount will be refunded within 5–7 business days.
• Rescheduling at any time — rescheduling is always free regardless of notice period, as long as you contact us before the phlebotomist departs for your address.

To cancel or reschedule, WhatsApp us at +91 78220 66258. Please have your name and booking confirmation details ready.

Cancellation by SVASTHO

On rare occasions, SVASTHO may need to cancel or postpone your booking due to phlebotomist unavailability, lab issues, or circumstances beyond our control.

• We will inform you as early as possible — at least 4 hours before your appointment wherever possible
• You will be offered a free rebook at your preferred date and time as the first option
• If you prefer not to rebook, a full refund will be processed within 3–5 business days
• If the cancellation is on our side, you will never be charged any fee

Failed Home Visit

A home visit is considered failed when our phlebotomist arrives at the confirmed address at the agreed time and is unable to complete the collection due to circumstances on your side. This includes:

• You or the person to be tested is not present at the address
• The address provided was incorrect or inaccessible
• You refused the collection after the phlebotomist arrived
• The person to be tested had not fasted and you did not inform us in advance

In these situations, no refund will be issued for that visit. However, we will offer you the option to rebook at a discounted rescheduling rate of ₹150 instead of paying the full package fee again.

If you know you need to cancel or reschedule, please inform us before the phlebotomist departs. A simple WhatsApp message is enough.

Report Delays and Errors

We take report delivery timelines seriously. If your report is significantly delayed beyond the stated timeframe without prior notice from us:

• Delays of more than 24 hours beyond the stated delivery window entitle you to a free additional service or partial refund at our discretion
• If we fail to deliver your report entirely due to a lab or system error, you are entitled to a full refund or a free retest — your choice
• If you believe a specific test result is factually incorrect (e.g., a value that is physiologically impossible), contact us within 7 days of receiving the report and we will arrange a retest at no charge

Note: Disagreeing with a test result is not the same as an error. If results are medically valid but unexpected, we recommend consulting a doctor rather than requesting a retest.

Sample Quality Issues

In rare situations, a collected sample may be insufficient, hemolysed, or otherwise unusable for accurate testing. This can occur due to dehydration, difficult veins, or transit conditions.

• If a sample is rejected by the lab for quality reasons, we will arrange a free re-collection at a time convenient for you
• You will not be charged again for the re-collection or re-testing
• Our phlebotomist will inform you on the day of collection if there are any concerns about sample quality

Non-Refundable Situations

The following situations do not qualify for a refund:

• Change of mind after sample collection — once your sample has been collected and sent to the lab, we cannot reverse the process or issue a refund
• Results not what you expected — test results reflect factual data from an accredited lab. If your results are medically valid, they cannot be disputed for a refund on the basis of expectation
• Failure to fast — if you did not fast for the required 12 hours and did not inform us before collection, we will proceed with collection. Results for fasting-sensitive tests may be inaccurate and we cannot offer a refund in this situation
• Partial completion of a package — if some tests in your package cannot be completed due to insufficient sample volume, we will re-collect the remaining tests free of charge rather than issue a partial refund
• Voluntary package downgrade after collection — if you change your mind about which package you wanted after collection, no partial refund is available

How to Request a Refund

Requesting a refund is simple. Follow these steps:

Refund Timelines

Once a refund is approved by our team, the processing time depends on your payment method:

• UPI payments — 2–3 business days
• Debit or credit card — 5–7 business days
• Net banking — 5–7 business days
• Cash payments — cash refunds are returned in person or via UPI transfer within 3 business days of approval

If you have not received your refund after the stated timeframe, please contact us immediately and we will investigate with our payment processor.

Contact Us

We are available on WhatsApp and email. For refund requests, cancellations, or any concerns about your booking, please reach out. We resolve most issues on the same day.