Refund & Cancellation Policy

Cancellation requests

Please request cancellation as soon as possible and before the confirmed appointment or home-collection visit. A request is recorded only after our team receives enough information to identify and verify the booking.

Submitting a cancellation request does not itself confirm refund eligibility. We will review the booking status, payment, work completed, and costs incurred.

When a refund may be available

After verification, a full or partial refund may be approved in circumstances such as:

• A prepaid booking is cancelled before collection, testing, imaging, consultation, or another booked service has begun.
• The same booking or transaction was charged more than once.
• A digital payment shows as failed but the amount was debited and later confirmed as received by LabEdge.
• LabEdge cancels a confirmed service and cannot offer a suitable rescheduled appointment or reasonable alternative.
• A paid test cannot be performed due to an operational or technical reason and no acceptable substitute is agreed.
• A billing error is verified in the amount collected.

Non-refundable or adjusted amounts

A refund may be declined or reduced where a service or committed cost cannot reasonably be reversed, including:

• A sample has been collected, accessioned, processed, tested, or sent to a referral laboratory.
• Imaging, consultation, home visit, collection, or another booked service has already been delivered or attempted as agreed.
• Special materials, external services, or non-recoverable charges were arranged specifically for the booking.
• The patient was unavailable, provided an inaccessible or unsafe location, or did not meet communicated preparation requirements after staff or resources were deployed.
• A report is delayed within a reasonable quality-control or verification process; delay alone does not automatically make a completed service refundable.
• The request is based only on dissatisfaction with a clinically valid result or a result that differs from expectation.

Recollection and repeat testing

If recollection or repeat analysis is required for a reason attributable to LabEdge handling or processing, we will ordinarily arrange an appropriate repeat service without charging again for the affected test.

Additional charges may apply where recollection is needed because preparation instructions were not followed, material patient information was incorrect or withheld, the patient was unavailable, or a new sample is clinically requested after the original service.

Rescheduling

You may ask to reschedule before the appointment. A new slot depends on operating hours, staff, specialist, service-area, and equipment availability.

LabEdge may reschedule due to safety, staffing, equipment, sample stability, weather, access, or other operational constraints. We will offer the next reasonable option where possible.

How to request a refund

Contact our team using the details on this page and provide:

• Patient name and registered phone number.
• Booking, invoice, or transaction reference.
• Service date and the test, package, or service concerned.
• Reason for cancellation or refund request.
• Payment proof or bank reference if requested for verification.

Review and processing time

We aim to review complete requests promptly. Complex payment verification, referral services, or incomplete booking details may take longer. We may contact you for additional information before deciding the request.

Once approved, LabEdge will normally initiate the refund to the original payment method within 7–10 business days. The payment provider or bank may require additional time to credit the amount. Cash payments may be returned through a verified method agreed with our team.

Offers, partial cancellations, and partners

For discounted packages or bundled services, cancelling one component may change the applicable package price. Any eligible refund will be calculated after deducting services already provided and valid non-recoverable costs.

If you paid a hospital, employer, insurer, marketplace, or other partner, contact that organisation first. The partner’s payment and refund terms may govern the transaction, and LabEdge cannot directly reverse money it did not collect.

Chargebacks and policy updates

Please contact us before starting a payment dispute so we can investigate. Fraudulent or duplicate recovery attempts may result in suspension of booking privileges and appropriate action.

We may update this policy as services or payment processes change. The version published on the booking date will generally guide that booking, subject to applicable law and any more favourable resolution we agree in writing.