Cancellation & Refund Policy
This policy reflects our patient-first commitment: **zero cancellation fees** for routine tests. It details the two distinct rules for standard appointments versus specialized Nuclear Medicine (PET Scans).
Effective Date: 06-01-2025 | Henotic Diagnostics
Policy Overview: Patient-First Promise
We commit to putting your health first. **For all routine tests (Blood Tests, Ultrasound, CT, MRI, etc.), you need absolutely no advance payment, and we charge no fee for cancellation or no-show.**
This policy clarifies the **single, unavoidable advance cost** related only to highly specialized nuclear medicine procedures (PET Scans).
1. Cancellation Timeframes & General Eligibility
Sufficient notice allows us to reallocate valuable time slots and resources for other patients in need. A full refund will be issued for a booking under the following conditions:
Diagnostic Appointments (Standard):
- You must cancel a booking for a diagnostic test at least 24 hours prior to your scheduled appointment time to be eligible for a full refund of any pre-paid amount.
Specialized Preparatory Services (Cardiac & Pregnancy Care):
- A cancellation is required at least 48 hours in advance for a full refund.
Other Refund Conditions:
- **Cancellation by Partner Lab:** If the diagnostic lab or center cancels your appointment.
- **Failure of Service Delivery:** If a booked service fails to be delivered as scheduled without prior notification.
- **Incorrect Booking or Overcharge:** If you were charged an incorrect amount.
2. How to Submit a Cancellation/Refund Request
Please contact us immediately via the following transparent channels to ensure your request is logged correctly:
- **Call:** 08879327184 or 09372853584 during operational hours.
- **Email:** Send details (Name, Test, Date/Time) to henoticdiagnostics@gmail.com.
3. Advance Payment: The PET Scan Exception
Specialized Nuclear Medicine Requirement (PET Scans Only):
Due to the unique nature and high cost of single-use, short-shelf-life isotopes, we require a specific advance payment for PET scans. This payment covers the non-recoverable cost of the ordered nuclear medicine.
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Mandatory Advance Payment (PET Scan Only):
A mandatory advance payment of ₹2000 is necessary for all PET scan bookings.
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General Test Terms (Blood Tests, Ultrasound, CT, MRI, etc.):
**No advance payment, cancellation fee, or no-show fee is required.**
4. Refund Processing Timeline
Once your refund request is approved and initiated, the timeline is as follows:
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General Appointments:
We process refunds for any full prepayment promptly within 7 business days. The credit may take longer to reflect in your account, depending on your bank’s policies.
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PET Scan Advance Fee Refund Eligibility:
The ₹2000 advance fee is **non-refundable** if cancellation or rescheduling occurs *after* the nuclear medicine isotope has been ordered (typically 24 hours prior to the appointment).
- **Convenience Fee:** A small convenience fee is charged for our operational services. This fee is generally non-refundable unless the cancellation is due to an error on our part or the partner lab’s part.
5. Rescheduling Flexibility
- **General Tests:** Rescheduling is free of charge, provided you follow the 24/48 hour notice periods.
- **PET Scan Rescheduling:** If you reschedule a PET scan after the isotope has been ordered, the **₹2000 advance payment** covers the cost of the *original* isotope order. You may need a new advance payment for the rescheduled date.
6. Compassionate Exception Review
We will consider exceptions to this policy on a case-by-case basis for genuine, unavoidable circumstances, such as:
- Verified medical emergencies (documentation required).
- Natural disasters or other unavoidable circumstances beyond your control.
7. Contact Information & Compliance
Email: hello@henoticdiagnostics.com
Phone: 08879327184, 09372853584
**Google Compliance & Business Model Transparency:** Henotic Diagnostics operates as a **managed marketplace/service facilitator**. This policy adheres strictly to Google’s policies on Healthcare Advertising, ensuring transparency regarding all fees and our role in the service delivery.