FINANCIAL & BILLING PROTOCOL

Effective: October 2026 100% Transparent Reversals

Refund & Cancellation Policy

Clear, transparent, and fair cancellation and refund procedures for diagnostic test bookings, doorstep phlebotomy home collections, and online payment settlements at Ashwani Diagnostic Centre.

Email Accounts Desk ([email protected]) View Terms of Service

Pre-Collection Refund

100% refund on cancellations requested ≥2 hours prior to collection.

7-10 Business Days

Reversals reflect in your original payment source account.

Duplicate Deductions

Automatic reconciliation and 100% reversal of duplicate charges.

Original Source Channel

Direct credit to original UPI VPA, Bank Card, or Net Banking account.

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POLICY SCOPE

Appointment Cancellation & Rescheduling

We understand that medical schedules, physician appointments, or unexpected personal emergencies can change your availability. Ashwani Diagnostic Centre provides flexible cancellation and rescheduling options:

Free Rescheduling

Patients may reschedule their home sample collection or center visit slot free of charge up to 2 hours prior to the scheduled time window.

Cancellation Notice

Cancellations must be communicated via the Patient Portal or by contacting our helpline at +91 8369497998 or [email protected].

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SAMPLE STATUS

Pre-Collection vs. Post-Collection Policy

Cancellation Before Sample Collection (100% Refundable)

If an appointment is cancelled at least 2 hours prior to the scheduled home collection visit or walk-in appointment, the patient is entitled to a 100% full refund of the total prepaid test amount. No administrative deduction is made.

Cancellation After Sample Collection (Non-Refundable)

Once a phlebotomist has visited the patient, performed venipuncture/sample collection, barcoded vacutainer vials, or accessioned the specimen into laboratory analyzers, no refund can be issued. This is because single-use sterile medical consumables and diagnostic reagents are irreversibly consumed.

LABORATORY PROTOCOL

Cancellation or Invalidation by Laboratory

In rare circumstances where Ashwani Diagnostic Centre is unable to process an investigation due to technical equipment servicing, reagent stock shortages, or sample quality issues:

Free Sample Re-draw: If a collected biological sample is found hemolyzed, lipemic, or insufficient (QNS) for clinical testing, Ashwani Diagnostic Centre will arrange a complimentary re-collection at zero additional charge.
Full Refund Option: If the patient declines a re-collection or if the test cannot be performed due to laboratory unavailability, a 100% full refund is initiated immediately.

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PAYMENT GATEWAY SECURITY

Failed Payments, Deductions & Duplicate Charges

Payment Deducted but Booking Not Confirmed

If funds are deducted from your bank account or UPI app but the adclab.in portal shows payment failed or pending, the transaction failed at the payment gateway handshake level.

In such cases, payment gateways (PayU) and issuing banks execute automated reconciliation cycles. The debited amount is usually reversed to your original bank account within 5 to 7 business days.

Duplicate Transaction Charges

If your account is debited more than once for the same appointment booking ID due to network retries or session refresh:

The duplicate transaction will be identified during daily audit reconciliations and refunded 100% without penalties. You may also contact our support desk with your Transaction IDs for accelerated reversal.

Important Advisory on Debited Amounts:

If your bank account was debited but the booking was not confirmed, please do NOT worry. Your money is completely safe in the banking pipeline. Please contact Ashwani Diagnostic Centre support at +91 8369497998 or [email protected] with your transaction reference. We will immediately verify the transaction status with our payment partners.

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SETTLEMENT TIMELINE

Refund Settlement Process & Timelines

7-10

Business Day Settlement Cycle

All approved refunds are initiated through our payment gateway partner (PayU) within 24 to 48 hours of verification. The funds typically reflect in your source account within 7 to 10 business days, subject to intermediary clearing cycles of your issuing bank or card network.

Settlement Destination Modes:

UPI / Wallets

Direct VPA Credit

Credited back directly to your original UPI VPA or wallet.

Cards

Card Statement Credit

Reversed to your source Visa, MasterCard, or RuPay card account.

Net Banking

Original Bank Account

Credited to the originating checking or savings bank account.

EXCLUSIONS

Non-Refundable Scenarios

Sample collected, accessioned, and loaded into analyzers (reagents consumed).
Patient unreachability or absence at verified doorstep collection address without prior 2-hour rescheduling notice, after phlebotomist has arrived.
Promotional or subsidized diagnostic packages where explicit "non-refundable promotional package" disclosure was provided prior to booking.

OFFICIAL BILLING & REDRESSAL DESK

Ashwani Diagnostic Centre

To request a cancellation, verify a debited payment, or claim a refund, please contact our billing and grievance desk with your Booking ID and payment receipt:

Helpline Phone

+91 8369497998

Mon - Sat: 7 AM - 8 PM | Sun: 7 AM - 1 PM

Official Email Desk

[email protected]

Guaranteed 24-hr turnaround

Physical Center Address

Shop No. 2 Kashekhar Chawl, Bhandup Pipeline Railway Line Rd, Ambyachi Bharni, Tulshet Pada, Bhandup West, Mumbai, Maharashtra 400078

Walk-in Diagnostics Center

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