APPOINTMENT CHANGES & PAYMENTS
Cancellation & Refund Policy
What to do if your plans change, a sample cannot be collected or you need help with a payment.
Draft reviewed: 21 September 2026
Cancel or reschedule an appointment
Contact +91 11 4567 4567, email support@hefcorp.com, or use the enquiry form as soon as you know a change is needed. Provide the booking reference, appointment date and whether you want to cancel or choose another slot.
Ask for confirmation of the change. A rescheduled slot depends on service availability and test preparation. Do not assume that sending a message has already changed the appointment.
Refund and recollection situations
The following is proposed policy wording for HEFCORP review. Any charges and payment terms must be communicated before the booking is confirmed, and statutory consumer rights continue to apply.
| Situation | Proposed handling |
|---|---|
| Cancellation before collection or testing begins | Refund the amount paid for services not provided. No automatic cancellation penalty is proposed. |
| Change of mind after collection or testing starts | Review which services have actually been completed. Any deduction must be explained and limited to an agreed, lawful charge; unperformed services remain subject to review for refund. |
| HEFCORP cannot provide the agreed service | Offer an alternative appointment with your agreement or refund the affected unprovided service. Do not force credit in place of an eligible refund. |
| Collector does not arrive or collection fails because of a service issue | Arrange another slot without an additional collection charge or review a refund for the affected unprovided service. |
| Patient unavailable, incorrect address or preparation not followed | Discuss a new slot and the work already performed. Any proposed additional charge must be disclosed and agreed before proceeding. |
| Insufficient, unsuitable or compromised sample | Explain the reason and arrange recollection when appropriate. Where the issue is attributable to collection, handling or laboratory service, recollection should be at no additional charge. If recollection is unsuitable or declined, review refund eligibility for the affected tests. |
| Duplicate payment, failed payment or wrong test | Check transaction and booking records. Refund a confirmed duplicate or excess payment. If HEFCORP performed the wrong test, investigate and offer the appropriate correction or refund; do not require the patient to pay again to correct a service error. |
Approval, method and timeline
Send a receipt or transaction reference only when requested, with unrelated banking details redacted. The team should confirm the refundable amount, any explained deduction and the refund method in writing.
Proposed operating target: initiate an approved refund within 7 working days of approval. The bank or payment provider may take additional time to post the credit. This target requires confirmation by HEFCORP’s finance team before this policy is published.
Use the original payment method where possible. For cash or a payment method that cannot receive the refund, agree a suitable alternative with the payer after verification. If payment status is unclear, check it before paying a second time.
Partly completed packages
For a package that has only partly been completed, ask for a written explanation of the completed tests and the proposed refund calculation. A package contains bundled services; dividing its price by the parameter count does not necessarily give the price of an individual test.
A test already performed is not automatically refundable because its result is unexpected. A concern about accuracy, sample handling or service quality must still be investigated; a blanket “no refunds” rule should not prevent a remedy for a deficient service.
If a refund or recollection is delayed
Reply to the existing request with the booking reference, approval date and any refund reference. Ask the team to check the status. If the issue remains unresolved, use Grievance Redressal. Keep the original payment and complaint records.
Nothing in this policy limits a refund or other remedy required by applicable law.