Last Updated: 17 August 2026

LabCity is a healthcare technology platform that enables users to compare diagnostic tests, laboratories, prices, and available home sample collection services and book diagnostic services through its platform.

This Refund & Cancellation Policy explains the circumstances under which cancellations, refunds, and adjustments may be provided for bookings made through LabCity.

1. Booking Cancellation

Users may request cancellation of a diagnostic test or health package booking before the sample collection process begins. Cancellation requests can be made through the LabCity platform or by contacting customer support.

The eligibility and amount of refund may depend on:

• Time of cancellation
• Whether a phlebotomist has been assigned
• Whether the home collection visit has started
• Whether the sample has already been collected
• Laboratory-specific cancellation terms
• Any applicable payment gateway or service charges

2. Cancellation Before Sample Collection

If a booking is cancelled before sample collection has taken place, LabCity may provide a refund of the eligible booking amount, subject to the applicable cancellation terms.

Where applicable, refunds may be reduced by non-refundable processing, convenience, or service charges.

3. Cancellation After Sample Collection

Once a sample has been collected, the booking generally cannot be cancelled and the payment may not be refundable because the diagnostic service has already commenced.

If there is an issue with the service, users may contact LabCity support for review.

4. Laboratory-Initiated Cancellation

If a partner laboratory cancels a booking because of operational issues, test unavailability, technical problems, collection-area limitations, or other circumstances attributable to the laboratory or service provider, LabCity may offer:

• Rescheduling of the booking; or
• An eligible refund, as applicable.

The final resolution may depend on the circumstances and the laboratory’s applicable terms.

5. Home Sample Collection Issues

If home sample collection cannot be completed because of an issue attributable to the collection service, LabCity may offer rescheduling or an eligible refund after verification.

A refund may not be applicable where the collection could not be completed because the user was unavailable, provided an incorrect address or contact information, refused collection, or otherwise prevented the scheduled collection.

6. Failed or Unsuccessful Collection

If a phlebotomist visits the scheduled location but the sample cannot be collected due to circumstances attributable to the user, the booking may be treated as a completed collection attempt.

Any refund or rescheduling request in such cases will be reviewed based on the circumstances.

7. Duplicate Payments

If a user is charged more than once for the same booking due to a technical or payment-processing issue, the additional eligible amount will be refunded after verification.

8. Payment Failure

If an amount has been debited from the user’s bank account or payment method but the booking is not successfully created, LabCity will verify the transaction.

Where the amount has been successfully received but the booking has not been created, the eligible amount may be refunded or adjusted against a new booking.

9. Refund Processing

Approved refunds will generally be processed through the original payment method used for the transaction. The time taken for the amount to reflect in the user’s bank account, card, UPI account, or other payment method may depend on the payment gateway, bank, or financial institution. LabCity does not control the processing time of external banks or payment providers.

10. Refund for Incorrect Booking

If a user accidentally books an incorrect test, package, patient, or collection slot, the user should contact LabCity support as soon as possible.

If the request is received before sample collection, LabCity may, at its discretion, cancel, modify, or reschedule the booking subject to applicable charges and laboratory policies.

11. Offers, Discounts & Promotional Bookings

Bookings made using promotional offers, coupons, discounts, cashback, or special pricing may be subject to additional terms.

Unless specifically stated otherwise, promotional benefits may not be refundable or transferable.

Where a refund is approved for a discounted booking, the refundable amount may be calculated based on the actual amount paid by the user.

12. No Refund After Report Generation

Once the diagnostic test has been performed and the laboratory has processed or generated the report, the booking will generally not be eligible for cancellation or refund.

If the user believes there is an error, discrepancy, or service-related issue, they may contact LabCity support for assistance.

13. Test Recollection

If a laboratory determines that a sample needs to be recollected because the sample was insufficient, unsuitable, damaged, or otherwise unfit for testing, LabCity may coordinate a recollection with the laboratory or collection partner.

Such recollection does not automatically qualify the original booking for a refund.

14. Non-Refundable Charges

Certain charges may be non-refundable, including, where applicable:

• Convenience charges
• Processing charges
• Collection charges
• Service charges
• Other third-party charges

The applicable charges, if any, may vary depending on the booking and service provider.

15. Refund Disputes

If a user believes they are eligible for a refund but the refund has not been processed, they may contact LabCity customer support with:

• Booking ID
• Registered mobile number
• Payment details or transaction reference
• Reason for the refund request
• Supporting documents, if applicable

LabCity will review the request and communicate the outcome after verification.

16. Third-Party Laboratory Terms

Diagnostic services are provided through partner laboratories and service providers. Certain cancellation and refund conditions may therefore be governed by the applicable terms of the partner laboratory.

LabCity may coordinate with the relevant laboratory to resolve refund or cancellation requests.

17. Fraudulent or Unauthorized Transactions

LabCity reserves the right to investigate transactions that appear fraudulent, unauthorized, abusive, or inconsistent with the platform’s terms.

Refunds in such cases may be withheld or handled in accordance with applicable law and the outcome of the investigation.

18. How to Request a Refund

Users can contact LabCity customer support with their booking and transaction details to request cancellation or a refund.

Email: support@labcity.in
Website: LabCity website/platform

Users should include their Booking ID and registered mobile number in the request to help us process it efficiently.

19. Policy Changes

LabCity may update this Refund & Cancellation Policy from time to time to reflect changes in its services, partner laboratory policies, technology, or applicable legal requirements.

The updated policy will be published on the LabCity platform with the revised “Last Updated” date.

20. Contact Us

For refund, cancellation, or booking-related queries, please contact LabCity customer support through the contact details available on the LabCity website or application.