Scope: This policy applies to appointments, home sample collection, and tests ordered through New Medilife (online, by phone, or in-person).
Cancellation by Customer
Online / Scheduled Appointments: Customers may cancel appointments free of charge up to 24 hours before the scheduled collection time. Cancellations made less than 24 hours before the appointment may incur a cancellation fee (see below).
Home Collection: If the customer cancels the home sample collection within 12 hours of the scheduled slot, a nominal fee covering logistics may apply.
Cancellation by New Medilife
We may reschedule or cancel appointments due to operational reasons (staffing, equipment, extreme weather, public holidays). We will notify customers as soon as possible and offer a reschedule or refund as applicable.
Refunds & Payment
When Refunds Apply: Refunds are considered when a paid test or service is cancelled before sample collection, or if a test is not performed due to our error or inability to provide service.
Non-refundable Items: Fees for tests already performed, results issued, or consumables already used are generally non-refundable.
Processing Time: Approved refunds will be processed within 7–14 business days to the original payment method. Processing times may vary by bank or payment provider.
Partial Refunds & Fees: If a cancellation fee applies (late cancellation or failed collection), the fee will be deducted from the refundable amount and the balance refunded.
No-shows & Failed Collections
If a customer is unavailable at the scheduled time (no-show) or the sample cannot be collected due to refusal or unsuitable conditions, a failed collection fee may apply and the appointment may be marked as completed for billing purposes.
How to Request a Cancellation or Refund
Contact our support at newmedilifediagnosticcentre@gmail.com or call +91 8013693656 with appointment details.
Provide booking ID, patient name, scheduled date/time, and reason for cancellation/refund request.
We will review and respond with next steps and expected timelines.
Exceptions
Special cases (emergency, compulsion by law, or medically necessary cancellations) will be handled flexibly at our discretion.
Changes to Policy
We may update this policy. Updated versions will be posted on this page with the effective date.