At OHC Labs, we strive to provide the best home sample collection experience. However, we understand that situations may arise requiring you to cancel or modify your booking. This policy outlines your rights and our obligations regarding cancellations and refunds.
1. Cancellation by Customer
Prior to Sample Collection:
- Free Cancellation: You can cancel your booking completely free of charge up to 1 hour before the scheduled time slot. A full 100% refund will be initiated to your original payment method.
- Late Cancellation: If you cancel less than 1 hour before the scheduled time slot, or while the phlebotomist is already on the way to your location, a nominal cancellation fee of ₹50 may be deducted from your refund amount.
2. Cancellation by OHC Labs
If OHC Labs cancels your booking due to unforeseen circumstances such as severe weather, phlebotomist unavailability, or technical issues:
- You will be notified immediately via SMS and Email.
- You will be offered the choice to instantly reschedule your appointment to the next available slot.
- If you choose not to reschedule, a 100% full refund will be instantly processed.
3. Refund Processing Timeline
Once a refund is initiated, it will be credited back to your original payment method. Please note the following estimated processing timelines based on your bank or payment provider:
- UPI / Wallets: 1 to 3 Business Days
- Credit / Debit Cards: 5 to 7 Business Days
- Net Banking: 5 to 7 Business Days
Cash on Collection (COD) bookings do not require refunds as payment has not been collected. If you cancel a COD booking, it will simply be marked as cancelled in your dashboard.
4. Non-Refundable Scenarios
Please note that refunds will not be provided in the following cases:
- If the sample collection has already been successfully completed.
- If the patient provides incorrect contact information (wrong phone number/address) and our agent is unable to reach them after multiple attempts.
- If the patient refuses to give the sample after the agent arrives at the correct location and time.
5. Sample Rejection & Re-collection
In rare cases, the partner laboratory may reject a sample (e.g., due to hemolysis, insufficient quantity, or improper fasting).
Our Guarantee: If your sample is rejected by the lab due to an error on our part (handling, transit, or collection procedure), OHC Labs will arrange a free re-collection at your convenience, or provide a 100% refund.
However, if the rejection is due to the patient failing to follow mandated instructions (e.g., eating before a strict fasting blood sugar test), a nominal re-collection fee may apply.
6. Need Help with a Refund?
If you have any questions regarding a cancelled booking or a delayed refund, our support team is available 24/7 to assist you.
- Email: support@ohclabs.in
- WhatsApp: +91 98765 43210
- Customer Dashboard: Use the "Help & Support" tab in your Patient Portal to raise a ticket.