Effective Date: June 2026

At Care MedGenome, we strive to provide accurate, reliable, and timely diagnostic services. We understand that certain situations may require a refund of payments made for laboratory tests and health checkup services. This Refund Policy outlines the circumstances under which refunds may be processed.

Eligibility for Full Refund

A full refund may be provided under the following circumstances:

Payment-Related Issues

  • Multiple payments made due to network failure, server issues, or repeated payment attempts.
  • Excess payment collected by mistake during registration or sample collection.

Sample Collection Issues

  • Patient refuses to provide the required sample after payment.
  • A fresh specimen is required because the original sample quantity is insufficient, and the patient declines to provide a new sample.
  • The phlebotomist is unable to collect a sample due to medical or technical difficulties, including newborn, elderly, or difficult-vein cases.

Laboratory Limitations

  • The laboratory is unable to process the test due to non-availability of testing kits, reagents, or technical limitations.
  • The requested service cannot be completed after registration and payment.

Exceptional Circumstances

  • Service quality issues that significantly affect the diagnostic process.
  • Verified report discrepancies or errors.
  • Any other exceptional situation approved by the management of Care MedGenome.

Eligibility for Partial Refund

A partial refund may be provided in the following circumstance:

  • If an incorrect test is selected during registration by the front desk, home collection staff, or laboratory personnel, and a corrected test is subsequently processed, the difference in the test amount will be refunded to the patient.

Refund Request Process

To initiate a refund request:

  1. The patient may contact Care MedGenome through our customer support team, front desk, or home collection representative.
  2. The refund request will be reviewed based on the circumstances and supporting documentation.
  3. Additional approvals may be required for service-related complaints, report discrepancies, or exceptional cases.
  4. Once approved, the refund will be processed through the original payment method wherever possible.

Refund Processing Time

  • Approved refunds will be processed within 7 working days from the date of approval.
  • The time taken for the amount to reflect in the customer’s account may vary depending on the payment provider, bank, or card issuer.

Non-Refundable Situations

Refunds may not be granted in the following situations:

  • Sample collection and testing have been successfully completed.
  • Test reports have already been generated and delivered.
  • Delays caused by incorrect information provided by the patient.
  • Failure to follow pre-test instructions that affect test completion.
  • Requests made after the completion of services without a valid service-related concern.

Contact Us

For refund-related queries, please contact:

Care MedGenome

📧 Email: info@caremedgenome.com

📞 Phone:
+91 95350 95359
+91 96067 66940

Our team will review your request and assist you at the earliest.