Refund and Cancellation Policy

You can cancel before your sample is collected for a full refund, and any test we do not perform is refunded. Once a test has been run, it is not refunded unless the lab made an error.

Cancelling before collection

Tell us by phone, WhatsApp or email before the sample is collected or sent, and we will cancel the booking and refund the full amount paid. You can also move the collection to another day.

If you miss the collection

If our collection executive reaches the agreed address but cannot collect the sample, for example because nobody is there or the animal is not available, we will contact you to agree a new time. If you no longer want the test, or visits are missed repeatedly, we will cancel the booking and refund the tests not performed.

If the sample is unsuitable

Sometimes a sample cannot be tested reliably, for example if it is clotted, haemolysed (red cells burst), too small, leaking or too old when it reaches us. We will tell you and ask for a fresh sample: in Bhopal we arrange a new collection, and from outside Bhopal a new sample must be sent. The test is then done under your existing booking. If a new sample cannot be given, we refund the tests not performed.

Repeat tests and re-runs

If our own checks show a result needs confirming, we may re-run the test on the same sample at no extra cost, which can add time to the report.

If you or your vet are concerned about a result, contact us. We will check our records and, if the sample is still suitable, may re-run the test. If we find that the lab made an error, we will correct the report and repeat the test free of charge, or refund it.

A later test on a new sample, for example to follow up treatment, is a new booking.

Refunds

• Tests not performed: full refund of the amount paid for those tests.
• Tests already run: no refund, because the work and materials have been used, except where the lab made an error.
• How refunds are paid: to the original payment method where possible. The time it takes depends on your bank or payment provider; we will tell you the expected time when we process the refund.

How to request a cancellation or refund

Call or WhatsApp +91 88175 01118 (every day, 8:00 am to 10:00 pm), or email pashupatinathvetlab@gmail.com. Share your name, phone number, booking details and the reason, and we will tell you the outcome.