1. Service-specific policy
This policy applies to pathology tests, health packages, and sample-collection services booked through A.I. DIAGNOSTIC. The physical-goods return rules in generic shopping policies do not apply to biological samples or diagnostic services.
2. Patient cancellation
The Platform permits online cancellation only while the booking is in an eligible status and before the cancellation cutoff configured for the collection slot (normally shown by the booking workflow). Once a collection professional is en route, a sample is collected, laboratory processing begins, or another non-cancellable state is reached, contact support for case review. Providing a cancellation request does not itself guarantee eligibility.
3. Pay-at-collection and unpaid bookings
An eligible unpaid or pay-at-collection booking can be cancelled without an online refund. If an online checkout exists or its result is uncertain, the Platform must first establish that it cannot later charge you.
4. Paid online and wallet bookings
For an eligible booking with a verified online payment, an approved cancellation starts the supported payment-provider refund workflow. The Platform records a refund as complete only after provider confirmation. Refunds are normally initiated within seven working days after approval, but the time for funds to appear in the original payment method depends on the payment provider and bank.
For an eligible booking paid from the patient wallet, the full booking debit is returned atomically to that same wallet when cancellation succeeds. Wallet credits are non-transferable and are not paid out as cash or redirected to a different account. If cancellation fails, the wallet refund is rolled back with it.
5. Failed, duplicate, or interrupted payments
If money is debited but the booking is not shown as paid, do not pay again immediately. Refresh or track the booking and contact support with the booking number and payment reference. We will reconcile the provider status and, where a duplicate or failed transaction is confirmed, initiate the applicable refund.
6. Missed collection, preparation, and recollection
A refund may be reduced or unavailable when collection fails because the patient is absent, the address or contact details are incorrect, access is unsafe, or required preparation was not followed. If a sample is rejected or cannot be processed for reasons attributable to collection, transport, or laboratory handling, we will coordinate with Thyrocare and offer an appropriate recollection, reschedule, credit, or refund after case review. This does not apply where recollection is clinically requested because the patient’s condition or preparation changed.
7. Complaints and support
Raise a payment or service complaint as soon as reasonably possible through the Contact page. Provide the booking number, date, issue, and payment reference where relevant. Never send a password, OTP, PIN, CVV, complete bank credential, or full diagnostic report. Contact: support@aidiagnostic.in or +919930844618.