Refund and cancellation policy
Last updated 11 November 2026
Refund and cancellation policy
Last updated: 11 November 2026
We want this to be simple and fair. You pay in full when you book. If you have not received a part of the service, you can get your money back for that part. This page explains exactly how.
To cancel, reschedule or ask for a refund, message us on WhatsApp at +91 94081 08886 or write to contact@primebeing.co. Tell us your name and the WhatsApp number you booked with.
At a glance
| What happened | What you get |
|---|---|
| You cancel before the sample is collected | Full refund |
| The person you booked for does not agree, or we cannot reach them | Full refund |
| We find the service is not suitable or safe for the person tested | Full refund |
| Your address is outside our lab’s service area | Full refund |
| We cannot collect the sample within 7 days of your confirmed booking | Your choice: a new slot, or a full refund |
| A collection or test fails for a reason on our side or the lab’s side | Your choice: free re-collection, or a full refund |
| You cancel after the sample is collected but before we send your report and plan | Refund of the plan part and the retest part |
| You cancel after we send your report and plan, but before the retest sample is collected | Refund of the retest part |
| The retest is complete | No refund |
How the package price is made up
Each package price has three parts:
- The first test part: home collection and the lab tests.
- The plan part: your plain-language report and personal plan.
- The retest part: the home retest at about three months and the plan update.
The amount of each part for each package is shown in your booking confirmation. For every package, the retest part is 30% of the package price and the plan part is 20%; the first test part is the remaining 50%.
The amounts that apply to you are the ones shown on the day you booked.
Cancelling before your sample is collected
You can cancel at any time before the phlebotomist collects the sample, for any reason. We refund the full amount you paid. We do not charge a cancellation fee.
If you know you need to cancel, please tell us as early as you can, ideally at least 12 hours before your slot, so that the phlebotomist does not make a wasted trip.
Rescheduling
You can change your slot free of charge by telling us at least 12 hours before it. We will offer the next available slots.
If a visit cannot go ahead
For a reason on our side or the lab’s side. If the phlebotomist does not arrive, arrives without the right equipment, or cannot collect the sample for any reason that is not yours, you choose: a new slot at no cost, or a full refund.
For a reason on your side. Sometimes the phlebotomist arrives and the sample cannot be collected. For example, nobody is at home, the person tested has not fasted as asked, or the person tested decides not to go ahead.
- The first time, we reschedule free of charge, or you can cancel for a full refund.
- If a second visit also fails for a reason on your side, we may deduct a visit charge of ₹200 (never more than what the lab charges us for a wasted visit) from any refund, or before booking a third visit. We will tell you before we deduct anything.
If we cannot collect in time
If we cannot collect the sample within 7 days of the date we confirmed your booking, and the delay is not because of your availability, you can choose a later slot or a full refund.
If the service is not right for you
After you book, we ask some health questions by phone or WhatsApp. If the answers show that our service is not suitable or safe for the person tested, we will explain why, suggest seeing a doctor where that is sensible, and refund the full amount.
The same applies if the person tested chooses not to answer the questions we need, or withdraws their consent before the sample is collected.
If the lab cannot test the sample
Occasionally a lab cannot test a sample, for example because it was not enough or it broke down in transit. If that happens, you choose: a free re-collection, or a full refund.
If only some of the tests in your panel could not be run, we will arrange a free re-collection for those tests. If you prefer not to give another sample, we will refund a fair share of the first test part for the tests that were not run.
Cancelling after your sample is collected
Once the sample is collected, the lab starts its work, and we must pay the lab. So the first test part is not refundable from this point.
If you cancel before we send your report and plan, we refund the plan part and the retest part. You will still receive your lab results.
Cancelling after you receive your report and plan
Once we have sent your report and plan, the plan part is not refundable, because the work is done.
You can still cancel the retest at any time before the retest sample is collected. We refund the retest part.
If you do not use your retest
We will contact you about three months after your first collection to arrange the retest, and we will remind you at least twice.
Please use your retest within 6 months of your first collection. If you have not used it by then and have not asked for a refund, you can still ask for a refund of the retest part at any time within 12 months of your first collection.
If you are unhappy with your report or plan
Tell us. If something is unclear, incomplete or incorrect, we will fix it or explain it at no cost. We cannot offer a refund because a plan did not produce a particular result, since results depend on many things and we do not promise them. If we have made a mistake that we cannot put right, we will refund the part of the price that relates to it.
If we cancel
If we have to cancel a booking, we refund every part of the service you have not received. If we cancel before collection, that is the full amount. See our terms of service for when we may cancel.
How refunds are paid
- Where the money goes. Refunds go back to the original payment method: the same card, UPI ID, bank account or wallet you paid with. This is how Razorpay, our payment service, processes refunds.
- How long it takes. We start your refund within 3 business days of confirming that it is due. After that, it normally reaches you in 5 to 7 working days, depending on your bank. In total, you should normally have your money within 10 working days of our confirmation.
- Cards issued outside India. Refunds to international cards can take longer, depending on your card issuer. We refund the rupee amount you paid. Your bank’s exchange rate and fees may mean the amount you get back differs slightly from what you were charged. We do not control this.
- Older payments. Our payment service cannot send a refund to the original payment method if the payment was made more than six months earlier. This can matter for a retest refund. In that case, we will pay the refund by bank transfer or UPI to an account in the name of the person who paid, after confirming the details with you.
- Fees. We do not deduct payment gateway fees from your refund.
- Proof. We send you a message when the refund is started, with a reference number you can give your bank.
If a refund has not reached you 10 working days after our message, contact us and we will trace it.
Before you raise a dispute with your bank
If you have a concern about a charge, please contact us first. We can usually sort it out faster than a bank dispute. This does not affect your right to contact your bank.
Service delivery
We provide a service, not a physical product. Nothing is shipped. Here is how and when the service is delivered.
| Step | How it is delivered | When |
|---|---|---|
| Booking confirmation | WhatsApp or email | Within 1 working day of payment |
| Call or message to the person tested | Phone or WhatsApp | Within 2 working days of payment |
| Home sample collection | A phlebotomist from our partner lab visits the address in Ahmedabad or Gandhinagar | At the confirmed slot, normally within 3 to 7 days of booking |
| Lab results | From the lab, shared with the person tested | Normally 1 to 3 days after collection, depending on the tests |
| Report and personal plan | WhatsApp or email, as a document, in English or Gujarati | Within 5 working days of our receiving the lab results |
| Retest collection | Home visit, as above | About three months after the first collection |
| Updated plan | WhatsApp or email | Within 5 working days of our receiving the retest results |
- Service area. Home addresses in Ahmedabad and Gandhinagar that our partner lab serves. We do not deliver the service anywhere else at present.
- Delivery charges. None. Home collection is included in the package price.
- Delays. Times are our normal targets. Some tests take longer, and public holidays, weather or other events outside our control can cause delays. We will keep you informed, and the refund rules above protect you if we cannot deliver.
Questions and complaints
V.A. Brahmbhatt, Grievance Officer, PrimeBeing Email: contact@primebeing.co Phone / WhatsApp: +91 94081 08886 Address: Gota, Ahmedabad, Gujarat, India
We acknowledge complaints within 48 hours and resolve them within one month.
Nothing in this policy takes away rights you have under Indian consumer law.
Questions about this page: contact@primebeing.co · +91 94081 08886