Cancellation & Refund Policy

Last updated on: 04-08-2026

At OZONE CRITICARE, we understand that health plans can change. We aim to provide a transparent, hassle-free process for booking, cancelling, and refunding pathology test appointments.

1. Appointment Cancellation Policy

You can cancel your pathology test booking through our website or by reaching out to our Customer Support team under the following conditions:

  • Before Sample Collection: You can cancel your appointment up to 2 hours before the scheduled sample collection time slot (whether for a clinic visit or home collection) for a full refund.

  • Home Collection En Route / In Progress: If a cancellation request is made after our phlebotomist has already dispatched or arrived at your location for home collection, a nominal Home Collection / Visit Fee will be deducted, and the remaining amount for the test(s) will be refunded.

  • After Sample Collection: Once your sample has been collected and handed over to the lab for processing, no cancellation requests will be entertained, and no refund will be issued.

2. Refund Policy

Refunds will be evaluated and processed under the following specific conditions:

  • Eligible Scenarios for Full/Partial Refund:

    • Successful Cancellations: Eligible cancellations made prior to sample collection.

    • Service Non-Fulfillment: If OZONE CRITICARE is unable to collect samples or conduct the test due to unforeseen technical/logistical issues or staff unavailability.

    • Double / Duplicate Payment: If your bank account or card was charged twice for a single booking due to a payment gateway error.

    • Sample Unusable / Re-collection Denied: If a sample is rejected by the lab due to hemolysis/unviability and you choose not to opt for a free re-collection.

  • Ineligible Scenarios:

    • Requests raised after the test results/reports have already been generated and shared with you.

    • Failure to adhere to pre-test instructions (e.g., required overnight fasting) resulting in a cancelled visit, unless rescheduled.

3. Quality Issues & Complaints

If you have concerns regarding service quality (e.g., delay in sample collection, phlebotomist behavior, or report delivery delays):

  • Please bring it to the attention of our Customer Service Team within 24 hours of the occurrence or report delivery.

  • The team will investigate your complaint and take appropriate resolution steps, which may include a complimentary re-test or a partial/full refund based on the outcome of the review.

4. Refund Processing Timeline

  • Once a refund request is approved by OZONE CRITICARE, it will be processed through the original payment channel.

  • Refunds typically take 3 to 5 business days to reflect in your original payment method (Bank Account, Credit/Debit Card, or UPI Wallet), depending on your financial institution.

Need Assistance?

If you have any questions or wish to request a cancellation/refund, please contact our support team:

  • Customer Support: [9208081082, 9335260316]

  • Email: [admin@ozonecriticare.com]