This Shipping and Delivery Policy outlines the terms governing the delivery of medicines, healthcare products, diagnostic reports, healthcare documents, and related services offered through Diagnex.

Diagnex is operated by Carehorizon Health Private Limited and functions as an integrated healthcare ecosystem providing diagnostics, doctor consultations, pharmacy services, vaccination services, dialysis care, home healthcare services, preventive healthcare programs, and related healthcare solutions. Diagnex also operates with the support and healthcare legacy of Lakhotia Diagnostics, established in 1995.

By placing an order, booking a service, uploading a prescription, requesting a delivery, or otherwise utilizing Diagnex services, you acknowledge and agree to the terms outlined in this Shipping and Delivery Policy.

Service Coverage

Diagnex currently provides healthcare services across select serviceable locations. Availability of medicine delivery, healthcare product delivery, diagnostic services, home blood collection, vaccination support, and home healthcare services may vary depending on operational coverage, healthcare regulations, partner availability, and local service infrastructure.

Certain services may only be available in specific cities, regions, or postal codes. Diagnex reserves the right to determine service availability based on location, operational feasibility, healthcare requirements, and regulatory considerations.

Pharmacy Orders

Diagnex facilitates access to prescription medicines, healthcare products, wellness products, and related pharmaceutical supplies through its pharmacy operations and authorized healthcare partners.

Medicine delivery services are subject to product availability, prescription verification requirements, healthcare regulations, inventory levels, and delivery feasibility.

Certain medicines may require additional verification before dispatch and delivery.

Prescription Verification

For medicines requiring a valid prescription under applicable laws and regulations, patients may be required to upload, submit, or present a valid prescription issued by a licensed medical practitioner.

Diagnex reserves the right to:

• Verify prescriptions before processing orders.
• Request additional documentation where necessary.
• Reject orders that do not comply with applicable regulations.
• Refuse fulfillment of prescriptions that appear invalid, altered, expired, incomplete, or inconsistent with healthcare requirements.

Orders requiring prescription verification may experience additional processing time.

Order Processing

Once an order is placed, Diagnex will review the request and initiate processing subject to:

• Product availability
• Prescription verification
• Payment confirmation
• Regulatory compliance
• Operational feasibility

Order confirmation does not automatically guarantee immediate dispatch. Processing times may vary depending on the nature of the order and healthcare requirements.

Diagnex reserves the right to cancel or decline orders that cannot be fulfilled due to availability constraints, compliance concerns, operational limitations, or other legitimate reasons.

Delivery Timelines

Estimated delivery timelines may vary depending upon:

• Delivery location
• Product availability
• Order verification requirements
• Weather conditions
• Public holidays
• Regulatory restrictions
• Transportation availability
• Operational circumstances

While Diagnex strives to ensure timely delivery, all delivery timelines are estimates and should not be interpreted as guaranteed delivery commitments.

Patients are advised to place orders in advance whenever possible, particularly for chronic care medications and ongoing treatment requirements.

Same-Day Delivery

Where available, certain orders may qualify for same-day delivery services.

Same-day delivery availability depends upon:

• Order placement time
• Serviceable location
• Product availability
• Operational capacity
• Healthcare compliance requirements

Diagnex reserves the right to modify, suspend, or discontinue same-day delivery services at any time.

Delayed Deliveries

Delivery delays may occur due to circumstances beyond the reasonable control of Diagnex, including:

• Traffic conditions
• Severe weather events
• Public holidays
• Government restrictions
• Natural disasters
• Transportation disruptions
• Technical issues
• High demand periods
• Regulatory inspections
• Healthcare compliance requirements

Diagnex shall not be liable for delays resulting from such circumstances.

Failed Delivery Attempts

A delivery may be considered unsuccessful if:

• The recipient is unavailable.
• Incorrect address information has been provided.
• The delivery location cannot be accessed safely.
• Required verification cannot be completed.
• Contact information is inaccurate or unreachable.

Where feasible, additional delivery attempts may be made. Additional charges may apply in certain situations.

Diagnex reserves the right to cancel orders after repeated unsuccessful delivery attempts.

Delivery Address Accuracy

Customers are responsible for providing accurate and complete delivery information, including:

• Full recipient name
• Address details
• Landmark information
• Contact numbers
• Postal code

Diagnex shall not be responsible for delays, failed deliveries, additional costs, or losses resulting from inaccurate information provided by customers.

Delivery Of Prescription Medicines

Certain medicines may only be delivered directly to the patient, authorized caregiver, or designated recipient.

Additional verification procedures may be required for specific categories of medicines in accordance with healthcare regulations and safety requirements.

Diagnex reserves the right to refuse delivery if verification requirements are not satisfied.

Healthcare Products And Wellness Items

Healthcare products, wellness products, medical consumables, preventive healthcare products, and related items may be delivered separately from prescription medicines depending on inventory location, supplier arrangements, and logistics requirements.

Multiple shipments may be utilized where necessary.

Diagnostic Reports And Healthcare Documents

Diagnostic reports, laboratory reports, vaccination records, consultation summaries, healthcare documents, and related records may be delivered through:

• Secure digital platforms
• Email communication
• WhatsApp communication
• Patient portals
• Physical delivery where applicable

Delivery methods may vary depending on service type, patient preference, healthcare regulations, and operational requirements.

Home Blood Collection Services

Home blood collection services involve the transportation of healthcare professionals to patient locations rather than the shipment of physical products.

Appointment availability, collection timing, and service delivery depend upon operational coverage, patient availability, healthcare requirements, and scheduling considerations.

Diagnex will make reasonable efforts to honor appointment schedules but cannot guarantee exact arrival times.

Vaccination Services

Vaccination services are generally delivered at designated healthcare facilities, clinics, partner locations, vaccination centers, or approved patient locations where applicable.

Vaccines themselves are not generally shipped directly to patients unless specifically permitted under applicable regulations and operational protocols.

Home Healthcare Services

Home healthcare services, including nursing care, elderly care, caregiver support, and chronic care services, involve the deployment of healthcare personnel rather than physical shipment of products.

Service initiation timelines depend on staff availability, location, healthcare requirements, and scheduling considerations.

Diagnex will make reasonable efforts to accommodate preferred schedules but cannot guarantee immediate deployment.

Ownership And Risk

Ownership of products shall transfer to the customer upon successful delivery and acceptance of the order.

Risk associated with products passes to the recipient upon delivery, except where otherwise required by applicable law.

Customers are advised to inspect delivered items immediately upon receipt.

Delivery Charges

Delivery charges, convenience fees, service fees, or logistics charges may apply depending on:

• Delivery location
• Order value
• Product category
• Service type
• Delivery urgency
• Promotional programs

Applicable charges, where relevant, will generally be communicated during the ordering process.

Force Majeure

Diagnex shall not be liable for delays, interruptions, failures, or inability to provide delivery services due to circumstances beyond reasonable control, including:

• Natural disasters
• Floods
• Earthquakes
• Pandemics
• Epidemics
• Government actions
• Civil disturbances
• Transportation failures
• Utility disruptions
• Technology failures
• Labor shortages
• Regulatory restrictions

Such events may result in delays, rescheduling, temporary suspension, or cancellation of services.

Limitation Of Liability

To the fullest extent permitted by law, Diagnex shall not be liable for indirect, incidental, consequential, special, or punitive damages arising from delivery delays, shipment interruptions, service unavailability, incorrect customer information, third-party logistics issues, regulatory restrictions, or circumstances beyond reasonable control.

Nothing in this policy shall exclude liability where exclusion is prohibited under applicable law.

Policy Modifications

Diagnex reserves the right to modify, update, amend, or replace this Shipping and Delivery Policy at any time without prior notice.

Updated versions shall become effective immediately upon publication on the Diagnex website unless otherwise stated.

Continued use of Diagnex services after publication of updates constitutes acceptance of the revised policy.

Contact Information

For delivery-related enquiries, shipping concerns, order assistance, or service support, please contact Diagnex, operated by Carehorizon Health Private Limited and functioning as a unit of Lakhotia Diagnostics.

Email: care@diagnexhealth.com

Alternate Email: diagnexhealthcare@gmail.com

Phone: +91 6292268444

Diagnex is committed to ensuring reliable, secure, and patient-focused delivery of healthcare services, medicines, healthcare products, and medical information. We continuously work to improve operational efficiency while maintaining compliance with healthcare regulations, patient safety standards, and service quality expectations.