Refund Policy

This Refund Policy explains when refunds are available for TestEase bookings. Our aim is to be fair and transparent.

1. Before sample collection

If you cancel a booking before a collection staff member has been dispatched to your address, you are eligible for a refund of the amount paid, minus any non-refundable payment gateway charges that the payment provider does not return to us.

2. After dispatch but before collection

If you cancel after a collection staff member has already been dispatched, a home visit charge may be deducted from the refund, and the balance (if any) is refundable. The specific amount depends on the distance tier and is shown on your booking details.

3. After sample collection

Once samples have been collected and handed to the partner laboratory, they cannot be un-collected, and the testing cost has already been incurred. Refunds at this stage are generally not available, unless the partner laboratory is unable to test the sample for reasons within our control.

4. Failed collection attempts

If our staff arrive at the scheduled time and cannot complete the collection because the patient is unavailable or the address is incorrect, a visit charge may still apply. Whether and how much to refund in such cases is determined per instance.

5. Test cancellation by partner laboratory

If a partner laboratory cannot process a sample (for example, due to sample quality issues beyond our control), we will coordinate with you on the appropriate resolution, which may include a free re-visit or a refund, depending on the circumstances.

6. How to request a refund

To request a refund, please contact us using the details on our Contact page and include your booking ID. Refunds, once approved, are processed to the original payment method within a reasonable time.

7. Exceptions

Refunds may be declined where there is evidence of misuse, fraudulent activity, or breach of our Terms of Service.