Privacy & Refund Policy

Welcome to Citi PathLabs (Vedavid Diagnostics Pvt. Ltd.). Our Privacy, Refund, and Cancellation Policy outlines how we collect, protect, and process patient information and handle booking cancellations across our online web portal for individual patients and corporate/B2B partners.

We strictly safeguard all patient health records, personal details, and diagnostic reports in compliance with NABL and medical privacy standards:

• Strict Confidentiality: Your diagnostic test results and prescription uploads are strictly accessible only to authorized lab technicians, MD pathologists, and you.
• Secure Digital Transmission: Reports sent via WhatsApp, SMS, or PDF email links are encrypted for privacy protection.
• No Third-Party Sharing: Citi PathLabs never sells, rents, or shares patient contact information with third-party telemarketing databases.

• Cancellation Before Sample Collection: 100% Full Refund if canceled before home pickup or lab visit.
• Cancellation After Phlebotomist Arrival: 50% refund if phlebotomist has reached your address but sample is not drawn.
• Cancellation After Sample Drawn / Testing Initiated: No refund once the sample has been collected and processed in our automated laboratory analyzers.

• Bulk diagnostic requests must be canceled at least 24 hours prior to the scheduled home collection slot.
• Custom B2B contract cancellations will be reviewed on a case-by-case basis by management.
• No cancellations permitted once testing kits or specialized reagents have been allocated.

• Processing Timeline: Approved refunds are credited back within 5 to 7 working days.
• UPI & Online Payments: Direct instant credit back to the original Bank account / UPI ID.
• Credit / Debit Cards: Refunded to the card issuer account per banking settlement timelines.
• Technical Duplication: Duplicate payment deductions due to network timeouts will be refunded 100% within 48 hours after verification.

• Completed test reports delivered to the patient.
• Incorrect patient details or wrong test selection submitted during online booking.
• No-show without prior cancellation notice before phlebotomist visit.