Patheazy Money Back, Refund & Cancellation Policy

This policy applies to bookings made on Patheazy’s website/app/phone/WhatsApp and covers home sample collection, walk-in testing, and health packages.

1) Definitions

  • “Booking”: Any test/package order placed with Patheazy.
  • “Sample collected”: When a sample has been drawn or handed over to Patheazy / its authorised phlebotomist/partner.
  • “Processing started”: When sample accessioning/barcoding is completed and testing workflow begins.
  • “Quality review / validation”: Internal investigation by Patheazy Quality/Medical team to verify a claim.

2) When you are eligible for a refund

A) Cancellation before sample collection (Full Refund)

You can cancel any time before sample collection and receive a 100% refund (net of non-reversible payment gateway charges, if applicable) or full credit as per your preference.

B) Cancellation after sample collection (Limited / No Refund)

Once sample collection is completed, refund eligibility depends on status:

  • If processing has not started: Refund may be approved after internal review.
  • If processing has started / tests run: Refund is generally not applicable, except in cases listed in Section 3 (Patheazy-caused issues).

3) Money Back (Service or Quality Issues) — Patheazy-caused cases

A refund / free recollection / free retest may be provided if your complaint is substantiated through Patheazy’s quality validation process.

Typical eligible scenarios:

  1. Missed service: Sample collection not done despite confirmed slot, and rescheduling is not feasible for you.
  2. Wrong test / wrong patient / labelling error attributable to Patheazy.
  3. Sample handling issue attributable to Patheazy (e.g., transit breach, unacceptable delay causing rejection).
  4. Report dispute: You raise a discrepancy and Patheazy quality team, after root-cause analysis, confirms the issue and approves refund / retest.

Important: The final decision on refund/retest rests with Patheazy’s Quality/Medical team after validation (to prevent misuse and ensure clinical correctness).

4) Time limits for raising a request (strict)

To be considered:

  • Report/service complaints must be raised within 30 days of testing.
  • If you are comparing with another lab report, Patheazy may require it to be within a short window because many analytes vary naturally. (Patheazy may exclude high physiological-variation analytes from comparison disputes.)
  • Booking-cancellation refund requests must be raised within 7 days of payment/booking, unless local law mandates otherwise.
  • No refund requests will be accepted after 45 days from the booked slot date (or booking date where no slot exists).

5) Retesting / Recollection policy (when money back isn’t the best fix)

When appropriate, Patheazy may offer:

  • Free recollection (home visit again), and/or
  • Free retest (same test parameters)

Once a retest plan is confirmed by the quality team, the schedule may not be modified except for genuine availability constraints.

6) Non-refundable situations (common exclusions)

Refunds are not provided for:

  1. Incorrect patient preparation (e.g., fasting not followed) or refusal to provide sample.
  2. Unavailability / delay due to incorrect address, unreachable phone, or repeated no-shows.
  3. Dissatisfaction based only on “difference from expected values” without substantiated quality issue (biological variation is real).
  4. Requests raised outside the time limits in Section 4.
  5. Any misuse, fraud, or policy circumvention attempts.
  6. Tests/packages marked non-cancellable / non-refundable at the time of purchase (e.g., special campaigns, partner vouchers), unless required by law. (Most ToU frameworks reserve this right.)

7) How refunds are processed

  • Mode: Refunds are processed to the original payment method wherever possible.
    • If the original method cannot be used (rare), Patheazy may request bank details and process via NEFT/IMPS as per internal process.
  • Timeline: Once approved, refund is processed within 10 business days (bank/payment partner timelines may vary).
    • In certain cases, processing may take up to 30 working days depending on payment mode/partner constraints.

8) What you must share when requesting a refund

To help fast resolution, include:

  • Booking ID / Transaction ID
  • Patient name
  • Registered phone number
  • Test/package name
  • Reason for request
  • Supporting details (photos of labels, screenshots, doctor note, or comparative report if applicable)

(Comparable “transaction number + identity details” requirement is standard.)

9) Patheazy’s right to reschedule or decline service

Patheazy may reschedule or cancel a booking due to operational constraints, safety, or serviceability limitations (with intimation). In case Patheazy cancels and cannot fulfil within a reasonable time, you are eligible for a refund as per this policy.

10) Contact

For cancellations/refunds/quality concerns, contact:
Email: support@Patheazy.in
Phone/WhatsApp: +91- 915100633
Support hours: 8:00 AM – 8:00 PM IST