Refund and Cancellation Policy

1. Overview

This policy explains when you can cancel an order placed on AYUCHECK, and how refunds are handled for cancelled or undeliverable orders. It applies alongside our Terms and Conditions.

2. Cancelling an Order

You can cancel an order yourself from your Orders page at any point before your sample has been collected — that is, while the order is in one of the following states:
- Order placed, awaiting confirmation
- Confirmed by our team
- Appointment scheduled with a phlebotomist

Once a phlebotomist has collected your sample, the order can no longer be self-cancelled, as your sample is already on its way to the lab for processing.

3. Cancellation by AYUCHECK

We may cancel an order and issue a full refund if:
- Your address falls outside a serviceable area
- We are unable to arrange a phlebotomist for your requested test(s)
- The order was placed in error or could not be verified

We will contact you if this happens, using the phone number or email on your order.

4. Refund Eligibility

• Cash on collection: If you cancel before your sample is collected, no payment has been taken, so there is nothing to refund.
• UPI or online payment (Razorpay): If you cancel before your sample is collected, any amount already paid will be refunded in full to your original payment method.
• After sample collection: Once a sample has been collected and sent to the lab, the order is generally non-refundable, since lab processing has already begun. Exceptions are made where AYUCHECK or the Partner Lab is unable to deliver a valid report for reasons within our control (see below).

5. Report Delivery Issues

If a Partner Lab is unable to produce a valid report for a test you paid for — for example due to a sample handling issue on our end — you are entitled to a free re-collection or a full refund for that test, at your choice.

6. Refund Timelines

Approved refunds to UPI or online payments are initiated within 3–5 business days of approval, and typically reflect in your account within 5–7 business days thereafter, depending on your bank or payment provider.

7. How to Request a Cancellation or Refund

To cancel an eligible order, use the "Cancel order" option on your order page. For refund queries, or cancellations outside the self-service window, contact us at support@ayucheck.com with your order number.