There are some scenarios where the money collected from customers for the lab services needs to be refunded fully or partially.

1. Reasons for full refund
1. Due to poor network or server issues, customers make multipleattempts to pay.
2. Extra amount charged by phlebotomist by mistake – e.g.2000 instead of 200.
3. Customer refuses to give PP sample.
4. Fresh specimen required in case previous specimen’s quantity is not sufficient to perform test. However, customers refuse to give fresh specimens.
5. . In case the laboratory is unable to give report due to non-availability of kits.
6. In case the registration is completed, and money paid by customer however the phlebotomist is unable to draw the blood- (new-born / elderly/ difficult vein).
7. Some exceptional cases where the services are compromised or there is report discrepancy.
2. Reasons for partial refund
1. If the registration is completed and later identified that the wrong test was selected by phlebotomist / front desk. The fresh accession is done with correct test then the difference amount must be refunded.

Procedure for refund

1. Help Desk Associate / Front Desk Associate / Home visit associate to request for refund to accounts via email mentioning the reason of refund.
2. Accounts approve and process the refund within 7 working days.
3. In case of report discrepancy Help Desk Associate / Front Desk Associate / Home visit associate, to obtain approval from lab director + COO and then forward the request of refund to accounts.
4. In case of service-related issues Help Desk Associate / Front Desk Associate / Home visit associate to obtain approval from COO and then forward the request of refund to accounts.
5. In case of FPEC service-related issues Help Desk Associate to obtain approval from CRO up to 10K, for the amount mor than 10K approval from COO and then forward the request of refund to accounts.
6. Help Desk Associate / Front Desk Associate / Home visit associate to obtain approval from COO for the exceptional cases not listed above and forward to accounts.