Overview
CPR Health Care, powered by Healthians, is committed to delivering accurate and reliable diagnostic reports. In case of any confirmed discrepancy in test results due to errors on the laboratory's end, the full paid amount will be refunded.
Money-Back Guarantee: Our guarantee underscores our confidence in the quality of our NABL & CAP accredited laboratory processes. If a lab error is confirmed, you receive a full refund -- no questions asked.
By booking a test or package through our platform, you agree to the terms set out in this policy. Please read carefully before proceeding with your booking.
Cancellation Before Sample Collection
We offer flexible cancellation policies if you change your mind before our phlebotomist arrives for sample collection.
- Full Refund: You are eligible for a 100% refund if you cancel your booking at least 4 hours prior to your scheduled sample collection time.
- Late Cancellation: If you cancel within 4 hours of your scheduled slot, a nominal cancellation fee of INR 100 may be deducted from your refund amount to cover processing and scheduling costs.
Cancellations can be made through our platform or by contacting our support team at +91 98654 32100. Refunds for pre-collection cancellations are typically processed within 5-7 working days to the original payment method.
Note: You can easily cancel or reschedule your booking directly through your user dashboard or by calling our support team.
Cancellation After Sample Collection
Once the sample has been successfully collected by our phlebotomist, the laboratory processing begins almost immediately to ensure accurate results.
- Standard Policy: Generally, no refunds are provided once the sample is collected, as the laboratory processing has already commenced.
- Unprocessable Samples: In the rare event that a sample is lost in transit, degraded, or otherwise deemed unprocessable by our lab technicians, we will offer a free re-collection at your convenience or a full refund if you prefer not to proceed.
Quality Issues & Disputes
We maintain the highest standards of quality through our partnership with NABL- and CAP-certified healthcare labs. However, if you have concerns regarding your test results, we have a robust dispute resolution process.
- If a discrepancy is proven due to a laboratory error, we will arrange for a free re-test immediately.
- If a re-test is not feasible or desired, a full refund for that specific test will be initiated.
- You may raise a quality dispute within 30 days of the test date. Our quality team will conduct a thorough root cause analysis (RCA).
Important: Report comparisons with another laboratory beyond 3 days will not be considered. Analytes with high physiological variation are excluded from dispute consideration.
To raise a quality dispute, please contact our medical support team within 7 days of receiving your report.
Refund Process & Timelines
We aim to process all approved refunds as swiftly as possible. Please note the following timelines:
| Payment Method | Refund Timeline |
|---|---|
| Credit / Debit Card | 5-7 working days |
| UPI / Net Banking | 7-14 working days |
| Cash on Delivery | Up to 30 working days (via bank transfer) |
| Wallet / Promo Cash | Instant credit to wallet |
Refunds will only be credited to the original mode of payment used during the booking (e.g., Credit Card, Debit Card, UPI, Net Banking). Cash on Delivery (COD) refunds will be processed via bank transfer after verifying bank details.
Refund Window
Customers are entitled to request a refund within 7 days from the date of payment. Refund requests received after 7 days may not be processed.
For supplement products, cancellations are accepted only before product delivery. Herbal supplements are non-returnable after delivery.
Still have questions?
If you cannot find the answer you are looking for in our refund policy, please reach out to our dedicated support team.
How do I request a refund?
Contact our support team at +91 98654 32100 or email book@cprhealthcare.in with your booking ID and reason for refund. Our team will guide you through the process.
Can I cancel individual tests from a package?
No, individual tests within a package cannot be cancelled separately. You must cancel all tests for a particular member in the order. You can then rebook specific tests individually if needed.
What if the phlebotomist doesn't arrive on time?
If there is a delay in sample collection, you can choose to reschedule at no extra cost. If you prefer to cancel, a full refund will be processed.
Is the money-back guarantee applicable to imaging services?
The money-back guarantee applies to diagnostic blood tests processed through our accredited labs. Radiology services provided through partner labs are subject to the partner lab's policies.
Need further assistance?
Our customer support team is ready to help you with any refund-related queries.