Money Back Policy

Customer satisfaction remains our utmost priority. Therefore, we are dedicated to providing high-quality services to our customers. If you encounter any issues with our services and wish to seek a refund, please follow the process outlined below:

If your healthcare provider is dissatisfied with the accuracy of tests or reports, you can raise a complaint by emailing us at care@zenhealthsolutions.com with your booking ID and doctor details. Doctor details should include the name of the registered medical practitioner, clinic/hospital name, specialization, date of consultation/visit, doctor's prescription mentioning report remarks, and doctor's contact number. The prescription must include the doctor's registration number and be signed and stamped.

To ensure accuracy, we will process a fresh sample either on the complaint day or the next day at your convenience and during our operational hours. We will also conduct tests on the sample in our lab and in two independent NABL-certified labs to validate the findings.

If our report indicates inaccuracies, we are committed to providing a 100% refund. However, if our results show a variation of 10% to 15% compared to other reports due to differences in machinery or methodology, you will not qualify for a refund.

All complaints must be lodged within three days from the test report date. This policy applies only to pathology tests and excludes radiology tests.

Refunds will be issued to the original payment method or via bank transfer to your personal bank account. Our quality team reserves the right to make the final decision.

In no event shall Zen Health Solutions, its officers, directors, employees, partners, or vendors be liable to the customer or any third party for any special, incidental, indirect, consequential, or punitive damages. Our entire liability to you under these terms & conditions or otherwise shall be limited to the refund of the amount charged for testing, under which the liability arises.

Cancellation & Refund Policy

This policy ensures transparency between the Customer & Zen Health Solutions.

Cancellation by the Company:

If we cancels or fails to confirm a booking for any reason, including non-availability of technical or human resources, the customer may choose to reschedule the test or request a refund, in which case, a full refund will be issued as per the terms.

Cancellation by the Customer:

Customers can cancel any ordered test(s) before a phlebotomist is assigned by calling the support number or cancelling on the website/app. To initiate a refund, customers must provide a written request via email/WhatsApp or verbally over a support call. Refund requests can be made by emailing care@zenhealthsolutions.com with the subject line "Refund Request: [Booking ID]" or calling @ 8448338674.

Customers must provide the following information:

• Booking ID
• Name of the Customer
• Contact Number
• Bank Account Number and IFSC Code

The refund process will be initiated by Zen Health Solutions after reasonable validation of the provided information. After completing the validation process, an SMS containing a link to update account details will be sent to the customer. The validation process may take up to 72 business hours. Refunds will be processed upon successful verification of the updated details via the provided link. Failure to complete the necessary details may result in delays in processing refunds.

Refund

Upon receiving a valid request, Zen Health Solutions will initiate the refund process, and customers will receive the amount within 5-7 days from the date of refund intimation (for offline processing). This timeline is subject to clearance in cases where third-party payment aggregators are involved, in which case, refunds will be processed within 15 days.

Disclaimer

Zen Health Solutions isn't responsible for any inconvenience or loss if bookings are rescheduled or canceled. We also reserve the right to refuse service without giving reasons.

Customers must provide clear evidence if they believe our service is lacking.

Comparisons with other reports must be done within 3 days of receiving ours.

Customers accept our decisions regarding refunds as final.

We may change or end offers and promotions without notice.

The Company reserves the right to deduct processing charges from the refunded amount to cover the costs incurred during the refund process. These charges are imposed to cover administrative, logistics, and transactional expenses associated with processing refunds and are non-refundable.

By placing an order for a test with the Company, the Customer agrees to this Refund policy and acknowledges that failure to comply with the terms and conditions set forth may result in the forfeiture of their refund.

The Company reserves the right to modify this Refund policy at any time without prior notice to customers. The same shall be updated from time to time on the Company's website.