Refund Policy

Overview

Please take a moment to read this important information and ensure you understand and agree to the conditions as outlined here.

Blood tests are for information purposes only and are never a substitute for seeing a doctor – particularly if you have any symptoms. We provide your results and reference ranges only and do not provide any comments on how to interpret your blood results.

Blood tests must never be relied on to provide a diagnosis or start treatment without the advice of a doctor. It is your responsibility to follow up on any of your results with an appropriate health professional.

A link to your results will be sent to the email address you have provided as soon as they are available,

Occasionally the laboratory is unable to test samples because the sample is too small, or it has deteriorated, clotted or haemolysed. If this happens, we will get in touch by email or phone to give you the option of: 

• Taking the sample again.

Or:

• Cancelling the order and requesting a full refund.

Cancellations

You may cancel your order at any time before a sample collection has been dispatched to you and receive a full refund.

This cancellation right does not apply if:

• you sample has already been sent analysis;

Your legal right to cancel a Contract starts from the date you receive the acceptance confirmation (the date on which we e-mail you to confirm our acceptance of your order). 

To cancel a Contract, please send us an email stating that you wish to cancel and the reason for the cancellation. Please email your cancellation request to procare@procare.mu Please do not call us. Your reason for cancellation will not affect your right to cancel the order.

If you send us your cancellation request by e-mail, then your cancellation is effective from the date you send us the e-mail. For example, you will have given us notice in time as long as you send your email before midnight on the last day of the cancellation period.

If you cancel your Contract within the cancellation period and you are entitled to a refund we will refund you the price you paid for the Service(s):

• within 7 working days of receiving a cancellation request if your request is for a test that has not yet been booked; or

We can only refund by cheque.

Appointment bookings

For all appointment bookings you can cancel for free up to 48 hours from the appointment time, if within 48 hours then 50% of the Rs.300 appointment administration fee will be refunded. If less than 24 hours before your appointment then the appointment administration fee can not be refunded. 

We cannot provide a refund if your sample is rejected by the laboratory, or if your result is unclear or inconclusive. In these cases we will provide a free of charge replacement test. We cannot provide a refund if your sample is delayed or lost in the post, does not reach our laboratory or if you do not supply us with a correctly completed test request form and we are unable to process your sample. We cannot refund tests that have already been taken or processed.

Refund Process

To formally request a refund, please email your written request and the reason for cancellation, along with your name, contact details, order number and amount to be refunded to procare@procare.mu Our team will then process your request for you. Please note, we can only process refund requests submitted via email, not by phone.

We can only refund you on the credit card or debit card you used to pay.

If you have any other questions regarding our refund policy, please email procare@procare.mu