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Refund Policy

Specializing in the diagnosis, treatment and monitoring of heart disorders

Refund Policy

1. General Principles

  1. Cancellation Timing: Customers may cancel a booking and receive a full refund (less any non-refundable transaction fees) at any time before the sample is collected.
  2. Post-Collection: Once a sample has been collected, processed, or dispatched to a referral laboratory, the service is considered "in-progress," and no refunds will be issued. 

2. Eligibility for Refunds
Refunds are strictly granted under the following specific circumstances:

  1. Service Delays: If Oneprick Labs or its NABL-partner lab fails to deliver the report within 72 hours beyond the promised Turnaround Time (TAT) without reasonable justification.
  2. Collection Lapse: If a scheduled phlebotomist visit does not occur due to a lapse by the lab (e.g., delay of >60 minutes without prior notice).
  3. Technical Rejection: If a sample is rejected for pre-analytical reasons (e.g., hemolyzed sample) not attributable to the patient, a free re-draw or full refund will be offered.
  4. Injury: If the patient suffers a significant prick-related injury or hematoma during collection as verified by a medical supervisor. 

3. Non-Refundable Scenarios

  1. Post-Report: No refunds will be accepted once the final lab report has been generated within the stipulated TAT.
  2. Patient Non-Compliance: Refunds are not granted if results are affected by a patient ’s failure to follow pre-test instructions (e.g., non-fasting for a glucose test).
  3. Valid Variations: Minor variations in results (e.g., TSH or Lipid profile) that fall within acceptable biological or analytical margins are not eligible for refunds. 

4. Refund Process and Timelines

  1. Application: Requests must be raised within 72 hours of the incident by emailing onepricklabs@gmail.com or contacting the customer care team with the booking ID.
  2. Mode of Refund: Approved refunds will be credited only to the original payment method (e.g., UPI, Google Pay, or Credit/Debit card). No cash refunds are provided for online transactions.
  3. Processing Time: Once verified as genuine, the refund will be initiated within 2–5 business days and typically reflects in the customer's account within 7–15 working days, depending on the bank. 

5. Franchise and Collection Centre Specifics

  1. For bookings made at physical franchise locations, the patient must produce the original lab payment receipt to initiate a claim.

If a customer opts for a home visit and cancels after the phlebotomist has arrived at the location, a nominal "visit charge" (typically 10–15% of the invoice) may be deducted from the refund.