Refund policy

1. Overview

At Acumen Diagnostics, we are committed to providing accurate, reliable, and timely diagnostic services to all our patients. Our refund policy is designed to maintain transparency and ensure smooth service delivery. Once a booking is confirmed, we do not offer cancellations or refunds under any circumstances. However, customers can reschedule their appointments if needed.

2. Rescheduling Policy

  • Customers can reschedule their test or home collection appointment up to 24 hours before the scheduled time, via WhatsApp, call, or website.
  • Rescheduling is subject to slot availability and must be confirmed by our team.
  • If a technician has already been dispatched or sample collection has started, the booking cannot be rescheduled.

3. Non-Refundable Services

The following cases are not eligible for refund or cancellation:

  • Change of mind or customer unavailability at the scheduled time.
  • Incorrect test selection or booking errors made by the customer.
  • Failure to fast or follow test instructions, leading to invalid results.
  • Delays due to factors beyond Acumen Diagnostics’ control (traffic, weather, or address access issues).
  • Unsatisfactory experience unrelated to diagnostic accuracy or lab performance.
  • Partial use of package services or test bundles.

4. Exceptional Circumstances

Refunds will be considered only in exceptional cases, such as:

  • Duplicate payment for the same booking.
  • Technical errors resulting in payment failure without service initiation.
  • Test not conducted due to unavailability of service from Acumen’s side.

Approved refunds (in such rare cases) will be processed within 7–10 working days via the original payment method.

5. Accuracy and Quality

Every sample collected undergoes stringent quality checks. If a customer raises concerns regarding report accuracy, the case will be reviewed by our senior pathologists. A free re-test may be offered, subject to internal verification. No monetary refunds are issued for accuracy disputes.

6. Contact Us

For rescheduling or payment-related assistance, please contact:

Phone +91 9808 050 050