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Food Handlers Syscon Health Innovation
S Y S C O N

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Refund & Cancellation

1. REFUND ELIGIBILITY CRITERIA

1.1 Phlebotomist No-Show or Delay: Customers are eligible for a full refund if:

β€’ The assigned phlebotomist fails to appear for the scheduled appointment. β€’ No communication within 60 minutes of the appointment time.
β€’ Total waiting time exceeds 90 minutes from the scheduled slot.

If the sample is collected after such a delay, no free testing or discounts shall apply.

1.2 Discrepancy in Report Accuracy: Refunds related to inaccuracies in lab reports shall only be processed upon submission of a valid Inter-Lab Comparison (ILC) report. Claims must be medically verified and validated by Syscon Health Innovation Pvt Ltd.

1.3 Sample Processing Issues:

β€’ Misplacement or loss of collected samples.
β€’ Failure to process ordered test(s).
β€’ Compromised or contaminated sample quality.

All such claims shall undergo internal technical and medical review before approval.

1.4 Turnaround Time (TAT) Breach:

β€’ Report delivery exceeds 150% of committed TAT depending on urgency.
β€’ Delay causes demonstrable impact (missed consultation, medical inconvenience).

A full refund shall be provided if the test was not processed due to the delay.

1.5 Booking Errors Attributable to Syscon Health Innovation Pvt Ltd: If an incorrect test is booked due to agent error, miscommunication, or system malfunction, the customer is entitled to:

β€’ Full refund
β€’ Complimentary re-processing of the correct test(s)

1.6 Sample Rejection and Customer Refusal to Re-Provide: If a collected sample is legitimately rejected (haemolysis, clotting, insufficient quantity) and the customer refuses replacement, no refund shall be issued.

2. NON-ELIGIBILITY FOR REFUNDS
  1. β€’ Requests outside eligible criteria.
  2. β€’ Customer error in test selection or address entry.
  3. β€’ Cases where diagnostic procedures were performed per protocol.

Exceptions require written approval by Senior Management.

3. REFUND INVESTIGATION AND RESOLUTION TIMELINES

3.1 Standard Cases – 24 Hours: Resolved within 24 hours for phlebotomist delays, booking errors, or rescheduling requests.

3.2 Complex Cases – 48 to 72 Hours: Technical disputes or report discrepancies requiring expert review.

3.3 Emergency Cases – 4 to 6 Hours: Urgent cases impacting patient treatment are prioritized and resolved within 4–6 hours upon escalation.

4. REFUND PROCESS
  1. β€’ Refund requests must be submitted via official channels (email, portal, helpline).
  2. β€’ Customer must provide Order ID, contact details, and relevant evidence.
  3. β€’ Validated refunds processed via original payment method unless agreed otherwise.
  4. β€’ Syscon Health Innovation Pvt Ltd reserves the right to validate, approve, or reject any claim.
5. PAYMENT AND REFUND TIMELINES
  1. β€’ Refunds processed through same payment mode.
  2. β€’ Online payments credited in 7–10 working days.
  3. β€’ Offline payments via bank transfer upon account details submission.
  4. β€’ Third-party gateway refunds follow their policies.
  5. β€’ Partial cancellations/rescheduling adjusted against revised billing.
  6. β€’ All refunds verified by Ourlabz Finance & Operations Team.
6. VALIDATION AND APPROVALS
  1. β€’ All refund claims validated by Quality Assurance & Customer Experience teams.
  2. β€’ Complex cases reviewed by Head of Operations or authorized officials.
  3. β€’ Periodic audits ensure compliance with internal controls and regulations.
7. MISCELLANEOUS
  1. β€’ Syscon Health Innovation Pvt Ltd reserves the right to amend, revise, or withdraw this Refund Policy without prior notice.
  2. β€’ All modifications updated through official communication channels.
  3. β€’ Customer support helpline
  4. β€’ Email: admin@sysconhealth.com