At Diagnex, we are committed to providing transparent, reliable, and patient-focused healthcare services. This Refund and Cancellation Policy explains the terms governing appointment cancellations, service rescheduling, refunds, credits, and payment-related matters for services booked 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 booking, scheduling, purchasing, or utilizing any Diagnex service, you agree to the terms outlined in this Refund and Cancellation Policy.

General Policy

Healthcare services involve advance scheduling, healthcare professional allocation, laboratory preparation, medicine procurement, vaccine reservation, logistics planning, and operational coordination. As a result, refund eligibility depends on the type of service booked, the timing of cancellation, and the stage at which the service is cancelled.

Refund requests are evaluated based on the specific circumstances of each case. Diagnex reserves the right to determine eligibility for refunds, credits, or rescheduling requests in accordance with this policy and applicable healthcare regulations.

Diagnostic Tests and Laboratory Services

Cancellation Before Sample Collection

Patients may request cancellation of diagnostic tests before sample collection has taken place. Where payment has already been made and no sample collection, laboratory registration, or testing process has commenced, eligible refunds may be processed after applicable administrative deductions, if any.

Cancellation After Sample Collection

Once a blood sample, specimen, or diagnostic sample has been collected, cancellations are not permitted. No refunds shall be issued after sample collection, sample pickup, laboratory registration, testing initiation, or laboratory processing has begun. This is because laboratory resources, consumables, and healthcare personnel are immediately allocated once testing procedures commence.

Reports Generated

No refunds shall be issued once diagnostic reports have been generated, reviewed, verified, released, or delivered to the patient.

Home Blood Collection Services

Patients may cancel or reschedule home blood collection appointments before the scheduled appointment time. Refund eligibility may depend on whether collection personnel have already been assigned, dispatched, or arrived at the collection location.

If collection personnel arrive at the scheduled location and the patient is unavailable, cannot be contacted, provides incorrect information, or refuses collection, the visit may be treated as completed and refund eligibility may be limited.

In situations where Diagnex is unable to complete a scheduled collection due to operational limitations, safety concerns, or unforeseen circumstances, patients may be offered a refund or rescheduling option where appropriate.

Doctor Consultations

Consultation appointments may be cancelled prior to the scheduled consultation time. Refund eligibility may depend on the notice period provided and whether healthcare professionals have already been assigned or consultation preparation has commenced.

If a patient fails to attend a scheduled appointment, misses a consultation without notice, or cannot be contacted at the scheduled consultation time, the appointment may be considered completed and refunds may not be available.

Once a consultation has commenced or been completed, no refunds shall be provided. Consultation fees compensate healthcare professionals for their time, expertise, and services irrespective of treatment outcomes or healthcare recommendations.

Vaccination Services

Vaccination appointments may be cancelled before vaccine allocation, preparation, or appointment confirmation. However, once vaccines have been reserved, prepared, allocated, or administered, refunds may not be available due to healthcare compliance requirements, inventory management considerations, and vaccine handling protocols.

No refunds shall be issued once a vaccine has been administered or when vaccine wastage occurs due to patient non-attendance at a confirmed appointment.

Pharmacy Services

Prescription medicines, healthcare products, and pharmaceutical items are generally non-returnable and non-refundable once dispensed or delivered. This policy is implemented to maintain patient safety, product integrity, and regulatory compliance.

If a patient receives an incorrect medicine, incorrect quantity, or a product substantially different from the item ordered, Diagnex may investigate the matter and provide replacement, correction, or refund where appropriate.

Claims regarding damaged products should be reported promptly after delivery, along with any supporting information required for verification.

Dialysis Care Services

Dialysis appointments involve significant clinical preparation, healthcare professional scheduling, facility allocation, and equipment readiness. Patients seeking cancellation or rescheduling should notify Diagnex as early as possible.

Refund eligibility may depend on appointment status, clinical preparation completed, healthcare personnel allocation, and operational costs already incurred. Once a dialysis session has commenced, no refund shall be issued.

Home Healthcare Services

Home healthcare services, including nursing services, caregiver support, elderly care, chronic care support, and related healthcare programs, require advance staffing and scheduling commitments.

Where cancellation occurs before service commencement, refunds may be considered depending on the notice period provided and operational commitments already incurred.

Once healthcare personnel have been assigned, dispatched, or services have commenced, refunds may be reduced or unavailable based on services already delivered.

Health Checkup Packages

Health checkup packages may include multiple diagnostic investigations, consultations, screenings, and healthcare services. If cancellation occurs before any component of the package has been utilized, eligible refunds may be considered.

Where one or more components of a package have already been utilized, refunds may be adjusted proportionately based on services rendered and operational costs incurred.

Corporate Healthcare Programs

Corporate wellness initiatives, vaccination drives, employee health screenings, health camps, and other corporate healthcare services are typically governed by separate agreements, quotations, contracts, or service-level arrangements.

Refund and cancellation terms applicable to corporate healthcare engagements shall be governed by the specific agreement executed between Diagnex and the respective organization.

Non-Refundable Circumstances

Refunds shall generally not be available where diagnostic samples have already been collected, laboratory testing has commenced, reports have been generated, consultations have been completed, vaccinations have been administered, dialysis treatment has begun, medicines have been dispensed or delivered, home healthcare services have been provided, appointments have been missed without notice, or inaccurate information has been provided by the patient.

Refund Processing Timelines

Approved refunds will generally be processed using the original payment method whenever feasible. Depending on payment gateway providers, banking institutions, financial networks, and payment channels, refunds may take approximately seven to twenty-one business days to reflect in the customer’s account.

Diagnex shall not be responsible for delays caused by banks, payment processors, financial institutions, or external service providers.

Exceptional Circumstances

Diagnex may, at its sole discretion, review refund requests outside the standard policy in exceptional circumstances, including service delivery failures attributable to Diagnex, duplicate payments, technical payment errors, verified billing discrepancies, regulatory requirements, or extraordinary compassionate circumstances.

Any exception granted shall not establish a precedent for future refund requests.

Payment Disputes

Patients are encouraged to contact Diagnex directly regarding billing concerns, payment issues, cancellation requests, or refund enquiries before initiating disputes through banks, payment gateways, or financial institutions.

Diagnex reserves the right to investigate disputed transactions and provide supporting documentation where necessary.

Policy Modifications

Diagnex reserves the right to modify, amend, update, or replace this Refund and Cancellation 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 following publication of updates constitutes acceptance of the revised policy.

Contact Information

For refund requests, cancellation enquiries, billing concerns, or payment-related assistance, 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

Final Statement

Diagnex strives to maintain fair, transparent, and patient-focused refund practices while balancing the operational realities of healthcare service delivery. We encourage patients to review service details carefully before booking and to contact our team promptly whenever assistance, rescheduling, or cancellation support may be required.