Customer Refund Policy and Mechanism

When the customer requests to cancel the request in cases where a phlebotomist fails to appear for a scheduled appointment, customers are eligible for a full refund. This applies when the phlebotomist doesn't arrive at the scheduled time, fails to communicate within 15 minutes of the appointment time, AND if the customer's waiting time exceeds 30 minutes from the scheduled slot. Upon collection of the sample post delay, Free testing or Discounting isn't applicable

Refunds pertaining to alleged inaccuracies in laboratory reports shall be processed only upon the customer's furnishing a valid Inter-Lab Comparison (ILC) report. Such discrepancies must be verified and medically validated by Orange Health Labs' Pathologists. Only upon confirmation of medical error or deviation shall the refund be approved.

Refunds may be granted in circumstances involving:

• Misplacement or loss of customer samples.
• Failure to process the ordered test(s).
• Compromised sample quality.

These cases shall be reviewed by Orange Health Customer Support, which reserves the right to validate and approve such claims based on technical merit and medical accuracy.

Customers may be eligible for a refund in cases where the actual report delivery time exceeds 150% of the promised TAT (e.g., delivery beyond nine (9) hours for a six (6)-hour commitment), and such delay has led to a missed appointment or demonstrable loss to the customer.

• A full refund shall be issued if the test was not processed.
• A partial refund equivalent to twenty-five per cent (25%) of the amount paid shall be issued if the test was processed and the report released with a delay.

In the event of erroneous test bookings caused by agent miscommunication or technical/system faults, customers shall be entitled to either:

• A full refund, or
• Free re-processing of the correct test(s), at the discretion of Orange Health Labs.

Orange Health Customer Support Team Lead shall be responsible for validating such cases based on call recordings, logs, or other supporting documentation. In such instances, priority shall be accorded to rectifying the error and providing expedited services to the customer.

If a sample is legitimately rejected due to medical or technical reasons (including but not limited to hemolysis, clotting, or insufficient quantity), and the customer refuses to provide a repeat sample, the customer shall be eligible for a refund for the rejected test(s).

Refund requests falling outside the scope of the above-listed scenarios shall not be entertained. Any exceptions to this policy must be explicitly approved by authorised personnel of Orange Health Labs' senior management.

These include cases such as phlebotomist delays, simple booking errors, or straightforward rescheduling. These matters require minimal cross-functional coordination and are to be resolved within twenty-four (24) hours.

Cases involving technical disputes, such as report accuracy concerns or inter-lab comparisons, requiring expert opinion or involvement of multiple departments, shall be resolved within forty-eight (48) to seventy-two (72) hours.

Urgent refund cases where delay may impact medical treatment or where the customer has raised a high-priority escalation shall be resolved within four (4) to six (6) hours. These shall be escalated immediately to senior leadership and prioritised accordingly.

Orange Health Labs reserves the right to amend, modify, or revoke this Refund Policy at its sole discretion without prior notice. All refunds shall be processed in accordance with the original payment method used by the customer unless otherwise agreed.

For more information about our services and policies, please refer to:

• Terms and Conditions
• Privacy Policy