We aim to provide a smooth and transparent health screening experience.
Before Sample Collection
If you have paid for a health screening package but the sample collection has not yet taken place, you may contact the LIVF team to request cancellation or rescheduling.
Refund eligibility will depend on the status of the booking and whether any services or costs have already been incurred.
After Sample Collection
Once the required sample has been collected and processing has commenced, the booking may generally not be eligible for a refund, as laboratory processing and related services may already have been initiated.
Duplicate or Incorrect Payments
If you have been charged more than once for the same booking or a payment has been successfully deducted without a corresponding confirmed order, please contact the LIVF team with the relevant transaction details.
After verification, eligible duplicate or unsuccessful transactions will be processed for refund as applicable.
Refund Processing
Approved refunds will be processed through the applicable payment mechanism. The time taken for the amount to reflect in your account may depend on the payment gateway and your bank/payment provider.
Non-Refundable Situations
Refunds may not be available where:
- The sample has already been collected.
- Laboratory processing has commenced.
- The customer has received or accessed the completed report.
- The customer fails to attend the scheduled appointment without contacting LIVF.
- The requested service has already been substantially performed.
Refund Requests
For refund-related queries, please contact the LIVF team with your order number, registered mobile number and payment details.
Cancellation / Return Policy
Since health screening is a service involving appointment scheduling and sample collection, physical product returns are not applicable.
Cancellation Before Appointment
Customers may request cancellation before their scheduled sample collection appointment by contacting the LIVF team.
Cancellation requests will be reviewed based on the status of the booking and applicable refund conditions.
Rescheduling
If you are unable to attend your scheduled appointment, please contact the LIVF team as early as possible.
Subject to availability, the appointment may be rescheduled to another suitable date/time.
No-Show
If a customer does not attend the scheduled sample collection appointment without informing LIVF, the booking may be treated as a no-show. Any refund or rescheduling request will be considered based on the circumstances and services already incurred.
Cancellation After Sample Collection
Once sample collection has been completed, cancellation of the health screening service will generally not be possible because laboratory processing may already have commenced.
Return of Products
Health screening packages are service-based offerings, not physical products. Therefore, product returns are not applicable.
Contact
For cancellation or rescheduling requests, please contact the LIVF team using the contact details available on the website.