Refund & Cancellation

Booking a test or health package on our website does not charge you. Payment is collected when your sample is taken — at home by our phlebotomist, or at the branch. This policy covers cancellations and any refunds of payments you have made to BioLine, whether by cash, card, UPI or any other method we accept.

You can cancel or reschedule any booking free of charge until the sample is collected. The earlier you tell us, the easier it is for us to offer your slot to someone else.

To cancel or reschedule:

• Call or WhatsApp our home collection desk on +91 8220042125, or our toll-free line 1800 419 5599
• Email support@biolinelab.com with your order number (it looks like BL-YYYYMMDD-XXXX and is shown in My Orders)

If you have already paid, we will refund you in full in any of these cases:

• You cancel before the sample is collected or before your test is processed.
• We could not process your sample and you choose not to give a fresh one.
• A test you paid for could not be performed, or we missed your appointment and you do not want to rebook.
• You were charged twice, or charged more than the price shown when you placed your order — in this case we refund the difference.

If only some tests in your order are affected, we refund those tests and the rest of the order goes ahead.

• The sample has been processed and the report has been issued.
• You disagree with a result. If you have concerns about a report, contact us — we will review it with our pathologist and, where appropriate, arrange a repeat test.
• For tests in a health package, once the package sample has been processed. Individual tests within a package cannot be refunded separately.

If a sample has to be recollected because preparation instructions (such as fasting) were not followed, the recollection visit may be chargeable.

If your sample was insufficient, damaged in transit, or otherwise could not be tested because of a problem on our side, we will collect a fresh sample at no extra cost — at your home or at any branch — and process the test without further charge.

1. Contact us within 7 days of your appointment, using any of the channels listed above.
2. Share your order number, the patient’s name and the reason for the refund. Keep your payment receipt handy.
3. We will confirm whether the refund is approved within 2 working days.

Approved refunds are returned to the original payment method where possible.

Timelines run from the date the refund is approved. Your bank may take a little longer to show the credit. If you have not received it after 10 working days, contact us with your order number and we will trace it.

This policy forms part of our Terms of Service. It does not affect your statutory rights under the Consumer Protection Act, 2019.