Refund & Cancellation Policy

1. Cancellation by the patient

You may cancel a booking at any time before the test is performed by calling our front desk on +91 98646 69184 or writing to optimadiagnostics2023@gmail.com. We do not charge a cancellation fee for advance cancellations made before sample collection or imaging has begun.

2. Refunds for advance payments

If you have paid in advance for a test that has not yet been performed, you may request a full refund of the amount paid, subject to the following:

• Refunds are processed to the original mode of payment.
• UPI / card refunds typically reach you within 5-7 working days, depending on your bank.
• Cash refunds can be collected in person from our billing counter on production of a valid receipt and photo ID.

3. Tests already performed

Once a sample has been collected or an imaging study has begun, the test cost is generally non-refundable, since reagents, consumables and clinical time are committed at that point. Exceptions include:

• Sample rejected for technical reasons: if a sample is rejected due to haemolysis, clotting, insufficient volume or labelling errors caused on our side, the test will be repeated at no additional cost or refunded if a repeat is not feasible.
• Equipment downtime: if our equipment is unable to deliver a result and the test cannot be re-run within a reasonable time, the test cost will be refunded in full.
• Duplicate billing: if you are inadvertently billed twice for the same test, the duplicate amount will be refunded immediately.

4. Home sample collection

For home collection bookings:

• If you cancel before our phlebotomist has been dispatched, the home-visit fee (if charged) is fully refundable.
• If our phlebotomist has already arrived at your address but you choose to cancel, the home-visit fee is non-refundable. Test charges remain refundable as no sample has been processed.
• If our phlebotomist is unable to collect a sample due to operational issues at our end, no charges will be levied.

5. Rescheduling

You may reschedule any booking at no extra cost, provided we are informed before the scheduled slot. Rescheduling can be done by phone, WhatsApp or in person. We will offer the next available suitable slot based on your test requirement and operational availability.

6. Insurance and TPA cases

For cashless and reimbursement bookings under empanelled insurance providers and TPAs, refunds (where applicable) are processed in accordance with the procedures of the respective insurer or TPA. We will provide all required documentation in support of your claim.

7. Service-related concerns

If you are dissatisfied with any aspect of our service, please raise a concern within seven (7) days of receiving the report. Our team will investigate, respond, and where appropriate, offer a re-test, partial refund or full refund based on the nature of the concern. The decision of our medical leadership will be final.

8. How to request a refund

To request a refund, please share the following details:

• Patient name and registration / receipt number
• Date and nature of the test or service
• Reason for the refund request
• Original mode of payment and bank/UPI details if applicable

You can email these details to optimadiagnostics2023@gmail.com or call +91 98646 69184. We will acknowledge your request within 48 hours and process eligible refunds within 7 working days.

9. Changes to this policy

We may update this Refund & Cancellation Policy from time to time. The latest version will always be available on this page with an updated "Last updated" date.