Terms of Service

Last updated: 15 October 2026
Effective date: 15 October 2026

Pashupatinath Vet Lab is operated by Duaji Healthcare and Tech Private Limited.

Business address: C-200, C Sector, Shahpura, Bhopal, Madhya Pradesh 462016, India
Phone/WhatsApp: +91 88175 01118
Email: pashupatinathvetlab@gmail.com

1. Introduction and acceptance

These Terms of Service (“Terms”) govern access to and use of the Pashupatinath Vet Lab website, test-booking services, sample collection services, veterinary diagnostic testing, laboratory reports, customer support and related services.

By accessing the website, requesting a test, submitting a sample, making a payment or accepting a report, you acknowledge that these Terms have been made available to you. Where required by applicable law, we will obtain your express consent before proceeding.

If you are booking a test on behalf of an animal owner, veterinary clinic, farm, breeder, institution or another person, you confirm that you are authorised to make the booking and provide the necessary information and permissions.

These Terms should be read with our Medical Disclaimer, Privacy Policy, Refund and Cancellation Policy, and any test-specific instructions or consent forms applicable to your booking.

2. Definitions

For these Terms:

• “Pashupatinath Vet Lab”, “we”, “us” or “our” means Duaji Healthcare and Tech Private Limited (the “Company”), which operates the veterinary diagnostic laboratory, website and services under the name Pashupatinath Vet Lab at the address stated above. The Company’s registration and tax details will be shown on invoices where required by law.
• “Customer” or “you” means the person or organisation booking, paying for or lawfully receiving a diagnostic service.
• “Animal Owner” means the person legally responsible for the animal or authorised to arrange its testing.
• “Veterinarian” means the veterinary professional responsible for evaluating the animal and interpreting the findings in the context of its clinical condition.
• “Sample” or “Specimen” means blood, serum, plasma, urine, faeces, tissue, swab, aspirate, fluid, hair, skin scraping or any other material submitted for testing.
• “Report” means a laboratory result, diagnostic finding, analytical output, pathology report or other result document issued in connection with a test.
• “Third-Party Laboratory” means an independent external laboratory, reference laboratory, specialist diagnostic facility or other authorised testing provider engaged to perform some or all of a requested test.
• “Services” means the tests, sample collection, sample handling, report delivery and other diagnostic services expressly offered or confirmed by us.

3. Nature and scope of our services

Pashupatinath Vet Lab provides veterinary diagnostic laboratory services. Depending on availability and the particular booking, these services may include laboratory analysis, sample collection, sample preparation, sample transportation, specialist testing and the delivery of reports.

We are a diagnostic laboratory and are not, merely by providing a laboratory service, acting as the treating veterinary clinic or the veterinarian responsible for the animal.

Unless a service is expressly offered and agreed in writing, our Services do not include:

1. A physical clinical examination of the animal.
2. A definitive clinical diagnosis based solely on a laboratory result.
3. Prescribing medicines, initiating treatment or changing an existing treatment plan.
4. Emergency veterinary care, hospitalisation or continuous monitoring.
5. A guarantee of recovery, prognosis or treatment outcome.

Some reports, including histopathology or other specialist reports, may contain an interpretive opinion from a qualified reporting professional. Such an opinion must still be considered alongside the animal's history, examination and other relevant findings.

4. Test selection and booking

A customer may request an available test through our website, telephone, WhatsApp, an authorised representative or another booking channel offered by us.

We may ask for a veterinarian's referral, clinical history, previous reports, medication details, sample-specific information or other supporting documents where appropriate.

We may decline, defer or recommend clarification of a booking if:

• The requested test is unavailable or unsuitable for the stated species or specimen.
• The specimen requirements have not been met.
• The sample is unsafe to handle, inadequately identified or insufficient.
• The requested service requires a specialist facility that is unavailable.
• The request would breach applicable law, professional requirements or laboratory safety procedures.

A booking is confirmed only when we have accepted the request and communicated the applicable service details. A website listing or preliminary quotation does not guarantee that a particular test can be completed on every specimen.

5. Customer responsibilities and accurate information

You must provide accurate and reasonably complete information, including, where applicable:

• Animal species, breed, age, sex and identification number.
• Animal owner's name and contact information.
• Treating veterinarian's name and clinic details.
• Clinical signs, relevant history and the date symptoms began.
• Medication, vaccination, supplementation and treatment history.
• Collection date and time, fasting status and other test-specific information.
• Any known infectious, hazardous or zoonotic risk relevant to safe sample handling.

You must not knowingly submit a mislabelled specimen, misrepresent the animal's identity, conceal relevant information or request that a report be altered to support a predetermined conclusion.

Missing, inaccurate or misleading information may affect test suitability, turnaround time, interpretation or the reliability of the report. We may request clarification or issue a qualification where necessary.

If you are a veterinarian, clinic, farmer, agent or other intermediary booking for an animal owner, you are responsible for having the authority needed to submit the specimen and share relevant personal information and clinical records.

6. Sample collection, packaging and transport

Sample collection within Bhopal may be offered without a separate collection charge where this has been confirmed for the booking. The collection area, availability, timing and any applicable charges must be confirmed before collection.

Collection and arrival times are estimates unless expressly confirmed otherwise. Traffic, weather, staff availability, transport conditions, public disruptions and other operational factors may cause delays.

For samples collected or transported by the customer, a veterinarian, a clinic, a courier or another intermediary, the sender must follow the applicable instructions for:

• Correct specimen container and volume.
• Labelling and identification.
• Temperature control and preservation.
• Packaging, leak prevention and biohazard precautions.
• Transport conditions and permitted transit time.
• Required forms and accompanying clinical information.

Responsibility for handling a specimen before it is received by us depends on who collected, packaged, stored and transported it, and on the service arrangement agreed for that booking.

Where we arrange collection or transport, we will exercise reasonable care over the activities under our control. This does not guarantee that every specimen will remain suitable for testing under all circumstances.

We may document sample receipt, specimen condition, collection time, dispatch time, receipt time and relevant transport information where appropriate.

7. Unsuitable, compromised or insufficient samples

A specimen may be unsuitable for testing because it is:

• Clotted where an unclotted specimen is required.
• Haemolysed, lipaemic, contaminated, decomposed or otherwise compromised.
• Insufficient in volume or quantity.
• Unlabelled, incorrectly labelled or inconsistent with the booking.
• Collected in the wrong container or preserved incorrectly.
• Received outside the validated or recommended stability period.
• Leaking, damaged or unsafe to handle.
• Incompatible with the requested analytical method.

The effect of these conditions varies by test. We may reject the specimen, request a replacement, recommend a different test, proceed with a documented qualification where technically appropriate, or refer the matter to the reporting laboratory.

A replacement specimen may require a new collection, transportation or testing charge. Refund eligibility will be determined under the applicable Refund and Cancellation Policy, taking into account the services already performed and applicable law.

We will not knowingly represent an unsuitable specimen as fully reliable merely because a customer has paid for the test.

8. Third-party and outsourced laboratory testing

Important disclosure: Some tests requested through Pashupatinath Vet Lab may be performed wholly or partly by an independent Third-Party Laboratory rather than at our own premises.

Outsourced testing may be used for specialist assays, molecular testing, RT-PCR, ELISA, microbiology, culture and sensitivity, histopathology, advanced pathology, reference testing or any other test that is referred externally.

8.1 Disclosure and acceptance

Where reasonably practicable, we will inform the customer before booking confirmation or sample dispatch that a test will be outsourced, particularly where this affects the expected turnaround time, price, specimen requirements or reporting arrangement.

The customer authorises us to share the minimum specimen information, clinical history, contact details and other information reasonably necessary to arrange the requested outsourced test, subject to applicable law and the Privacy Policy.

Where required, we will obtain specific consent for the external processing or disclosure.

8.2 Role of the external laboratory

The Third-Party Laboratory may independently undertake sample processing, analytical testing, technical validation, specialist interpretation or report preparation, depending on the arrangement.

Its identity, location, accreditation, recognised scope, test method and reporting responsibility may vary by test. Accreditation or certification must not be assumed unless it has been verified for the relevant facility and test scope.

Where a third party performs the analysis, its report may be supplied directly or incorporated into a report delivered by Pashupatinath Vet Lab. The report or accompanying communication should identify the reporting laboratory and the source of the result where reasonably practicable.

8.3 Responsibility and limitation

Each party is responsible for the acts, omissions, obligations and activities legally attributable to it. We will exercise reasonable care in selecting or engaging an appropriate testing provider, transmitting the correct specimen and information, communicating relevant instructions and handling the external report.

We do not guarantee the internal operations, equipment uptime, staffing, analytical performance or turnaround time of an independent laboratory. However, outsourcing does not automatically remove any responsibility that applicable law places on us for our own conduct, representations, contractual obligations or failure to exercise reasonable care.

No provision in these Terms makes the customer solely responsible for a failure caused by our negligence or another party's conduct where the law does not permit such responsibility to be excluded.

8.4 External processing delays

An external laboratory may require additional time because of batching, confirmatory testing, quality-control review, equipment failure, specialist review, specimen referral, public holidays or other operational factors.

Any stated turnaround time for an outsourced test is an estimate unless a specific written commitment says otherwise. We will communicate material delays when reasonably practicable.

8.5 Third-party reports and technical queries

A report prepared by an external laboratory may remain subject to that laboratory's technical review, correction procedure, specimen-retention policy and applicable terms.

We may coordinate questions, request clarification or facilitate a technical review. We cannot promise that an external laboratory will change its findings merely because a customer disputes the result.

A report will not be altered to remove a genuine abnormality or to provide a conclusion unsupported by the laboratory evidence.

8.6 Disclosure on individual reports

Where applicable and available, the report or its accompanying documentation should state:

• The name of the laboratory that performed the test.
• The identity of the laboratory responsible for issuing or authorising the report.
• The test method or relevant test limitations.
• Any material specimen-quality qualification.
• The reference interval or interpretive criteria, where appropriate.
• Whether the result is preliminary, final, inconclusive or requires confirmation.

Nothing in this section represents that all external laboratories have a particular accreditation, licence or certification.

9. Test methods, quality controls and analytical limitations

We will perform or arrange tests using methods and procedures appropriate to the services offered, subject to the method's intended use, available facilities and applicable requirements.

No laboratory method is infallible. Results may be influenced by:

• Specimen quality, quantity, storage and transport.
• Collection timing and the stage of disease.
• Recent medication, vaccination, fluid therapy or other interventions.
• Biological variation and the animal's physiological condition.
• Interfering substances, cross-reactivity or analytical limitations.
• Differences between test methods, instruments, laboratories and reference populations.
• Low organism burden, intermittent shedding or sampling error.
• Contamination, degradation, technical failure or other unavoidable analytical factors.

Where a result is unexpected, inconsistent with the clinical picture or clinically significant, the veterinarian may recommend a repeat specimen, a different method, confirmatory testing or additional investigations.

A repeat test may produce a different result because of biological changes, specimen differences, method variation or other relevant factors. A difference between reports does not, by itself, establish negligence or misconduct.

10. Interpretation and use of reports

Reports are diagnostic information intended to support veterinary decision-making. They must be interpreted in conjunction with the animal's clinical signs, history, examination, medication history and other relevant investigations.

A laboratory report is not necessarily a definitive diagnosis. A normal result does not exclude every disease, and an abnormal result does not independently prove a specific disease.

Unless expressly stated otherwise, reference intervals are interpretive aids rather than universal boundaries between health and disease. They may vary by species, age, method, population and laboratory.

The customer must not independently start, stop, increase or reduce a medicine, administer a potentially harmful treatment, or delay necessary veterinary care solely on the basis of a laboratory report or website content.

We are not responsible for clinical decisions made by another person beyond the responsibilities imposed on us by law. This provision does not exclude responsibility for an error, misleading statement or other failure legally attributable to us.

11. Turnaround times and delivery

Routine test results may ordinarily be available on the same day or within 24 hours where this is confirmed at booking and the sample is suitable and received within the applicable processing window.

RT-PCR, ELISA, culture and sensitivity, histopathology and other specialist or outsourced tests may require longer periods. The estimated turnaround time will depend on the particular test and the reporting laboratory.

Turnaround times are estimates, not guarantees, unless expressly agreed in writing. A delay may occur because of repeat analysis, quality-control review, additional information requests, specimen problems, equipment or power failure, external laboratory delays, transport disruptions or circumstances beyond reasonable control.

Reports may be delivered through an authorised website account, email, WhatsApp or another agreed channel. We may verify the recipient's identity or authority before releasing a report.

12. Reports, corrections and retention

A report should be read together with its identification details, date, specimen description, units, reference intervals and any qualifications stated in it.

If you believe a report contains a factual, identification, transcription or technical error, contact us promptly and provide the report number and relevant details.

We may investigate the concern, consult the reporting laboratory, issue a corrected report, add an explanatory note or recommend further testing where justified.

Where a material correction is necessary, the corrected report should clearly identify its status and, where appropriate, supersede the earlier version. An earlier version may be retained in an audit trail where required for quality assurance, traceability or legal compliance.

Specimen retention periods vary by specimen type, stability, test method, storage capacity and the policy of any external laboratory. We do not guarantee that every sample will be retained long enough for future testing.

13. Fees, payments and invoices

Applicable fees, collection charges, outsourced testing charges, taxes and other disclosed charges will be communicated at or before booking confirmation, subject to any permitted change agreed with the customer.

Payment must be made through an accepted payment method. Third-party payment processors may apply their own terms and security procedures.

An invoice or payment receipt will be issued as applicable. If a booking involves several tests, a bundled service or an external laboratory, the invoice or booking confirmation may identify the relevant components where appropriate.

Any additional charge for recollection, repeat testing, confirmatory testing, sample storage or special transport should be disclosed before the charge is incurred, except where an urgent action is necessary to comply with law or protect safety and prior communication is not reasonably possible.

14. Cancellation, refunds and repeat testing

Cancellations, refunds and adjustments are governed by our applicable Refund and Cancellation Policy and any mandatory rights under Indian law.

Refund eligibility may depend on whether the booking has been accepted, collection has occurred, the sample has been processed, the specimen has been dispatched to an external laboratory or the requested analytical work has commenced.

A test is not automatically refundable merely because its result is abnormal, normal, inconclusive or different from a previous result.

Where a test cannot be performed because of a laboratory-side technical failure, sample loss attributable to the responsible service provider, or another issue for which a refund or repeat is legally or contractually due, the remedy will be determined under the applicable policy and law.

A free repeat test or refund is not guaranteed for every disputed result. A technical review will be conducted where reasonably appropriate, and the outcome will depend on the circumstances, available specimen and applicable obligations.

15. Emergency and urgent cases

Pashupatinath Vet Lab is a diagnostic laboratory and does not provide emergency veterinary treatment merely by receiving or reporting a sample.

If an animal has collapsed, is experiencing respiratory distress, uncontrolled bleeding, seizures, suspected poisoning, severe pain or another urgent condition, contact a veterinarian or an appropriate emergency veterinary facility immediately.

Do not delay necessary treatment while waiting for a report. Where an urgent or critical result is identified, communication will be handled according to the reporting arrangements, information available and applicable procedures. We cannot guarantee that every critical result will be identified or communicated within a particular period unless such a service has been expressly agreed.

16. Website accounts and information security

Where an account is offered, you must provide accurate registration information and keep your credentials secure.

You must not access another person's account or report without authorisation, bypass access controls, interfere with the website, upload malicious code, scrape restricted data or misuse our systems.

We may suspend access where reasonably necessary to protect security, comply with law or address suspected misuse. We will act consistently with applicable law and any contractual rights.

17. Intellectual property

The website's original text, design, branding, logos, graphics and other protected content belong to Duaji Healthcare and Tech Private Limited or the relevant rights holder, subject to applicable third-party rights.

You may view and download your own report for lawful veterinary care and record-keeping. You may not reproduce, sell, publish or commercially exploit our protected website content without the required permission.

Nothing in this section transfers ownership of a customer's personal information or grants us unrestricted rights over independently owned material.

18. Confidentiality and privacy

We will handle customer information, animal records, samples and reports in accordance with our Privacy Policy and applicable law.

Access to reports should be restricted to the customer, the authorised veterinarian or clinic, authorised staff and other recipients permitted by law or valid consent.

Where external testing is required, relevant information may be shared with the Third-Party Laboratory to the extent reasonably necessary to perform and report the requested test.

We will not sell personal data. Any disclosure for legal compliance, safety, professional obligations or another permitted purpose will be handled under the applicable legal framework.

19. Force majeure and events beyond reasonable control

A delay or interruption caused by events reasonably beyond our control may include natural disasters, floods, fire, epidemic-related restrictions, transport interruption, public disorder, strikes, power or network failure, equipment breakdown, government action or disruption affecting an external laboratory.

We will take reasonable steps to mitigate the effect of such events and communicate material service interruptions where practicable.

This clause does not automatically excuse a party from obligations that remain legally enforceable or remove liability for conduct that is not protected by applicable law.

20. Limitation of liability

To the maximum extent permitted by applicable Indian law, our responsibility is limited to the losses directly and reasonably attributable to a breach of an obligation legally owed by us, assessed in light of the actual circumstances and evidence.

Subject to mandatory law, we are not responsible for:

1. A clinical decision made independently by a veterinarian or customer without reasonable consideration of the available evidence.
2. An inaccurate or incomplete history or other information supplied by the customer or an intermediary.
3. Pre-existing specimen deterioration, incorrect collection, improper packaging or transport by a person outside our control.
4. A disease outcome that cannot reasonably be prevented by the performance of the particular diagnostic service.
5. Delays caused by events beyond our reasonable control.
6. Indirect or consequential commercial losses, including loss of anticipated profit, business opportunity, production or income, to the extent such exclusion is lawful and applicable.

Where a claim is established against us, any contractual financial cap will apply only to the extent that it is lawful, fair and enforceable in the circumstances. The amount paid for the particular test may be relevant to assessing a remedy, but it is not an automatic or universal cap on every type of liability.

Nothing in these Terms excludes or restricts liability for fraud, wilful misconduct, gross negligence where exclusion is impermissible, a breach of a mandatory statutory duty, or any other liability that cannot lawfully be excluded or limited.

Nothing in these Terms removes any non-waivable rights available to a consumer under the Consumer Protection Act, 2019, or other applicable Indian law.

21. Indemnity

To the extent permitted by law, a customer or intermediary may be responsible for reasonable, evidenced losses directly caused by their fraud, deliberate misrepresentation, unlawful submission of a specimen, unauthorised disclosure of another person's information or material breach of these Terms.

This clause does not require a customer to indemnify us for our own negligence, unlawful conduct, breach of duty or any liability that cannot lawfully be transferred.

22. Complaints and dispute resolution

Please first contact us using the contact details stated in these Terms and provide the booking reference, report number, relevant dates and a clear description of the issue.

We will review the complaint, request relevant supporting information where necessary and respond within a reasonable period, subject to applicable statutory timelines.

If a complaint concerns an external test, we may refer the technical issue to the reporting laboratory and communicate the outcome when available.

These Terms are governed by the laws of India. Subject to mandatory consumer jurisdiction rules and other applicable law, competent courts at Bhopal, Madhya Pradesh, may have jurisdiction over disputes properly brought before them.

Nothing in this clause prevents a customer from using a statutory complaint, consumer forum or other remedy available under applicable law.

23. Changes to these Terms

We may revise these Terms to reflect changes in our Services, laboratory arrangements, operational procedures or legal requirements.

The updated version will show its revision date. Changes will apply prospectively from the stated effective date or as otherwise permitted by law. A material change will not automatically rewrite the terms of a booking already accepted where doing so would be unlawful or unfair.

24. Severability and non-waiver

If a provision is found unlawful or unenforceable, it will be limited or severed only to the extent necessary, and the remaining provisions will continue where legally possible.

A failure to enforce a provision on one occasion does not automatically waive the right to enforce it on another occasion.

25. Entire agreement and order of precedence

These Terms, together with the applicable booking confirmation, test-specific instructions, Medical Disclaimer, Privacy Policy and Refund and Cancellation Policy, form the contractual framework for the Services.

If documents conflict, mandatory law prevails. A specific written agreement for a particular service will prevail over a general provision only to the extent of the actual conflict and subject to applicable law.

26. Contact information

Pashupatinath Vet Lab, operated by Duaji Healthcare and Tech Private Limited
C-200, C Sector, Shahpura, Bhopal, Madhya Pradesh 462016, India
Phone/WhatsApp: +91 88175 01118
Email: pashupatinathvetlab@gmail.com

For booking enquiries, report corrections, third-party testing questions, privacy requests or complaints, please contact us using the details above.