Refund Policy

1. Overview

Web3 Diagnostics understands that healthcare services require flexibility. This Refund Policy explains when refunds are available and how to request them. This policy applies to all laboratory services ordered through our platform.

2. Eligible Refunds

3. Non-Refundable Items

The following are NOT eligible for refunds:

• Requisitions already used (patient visited lab)
• Partial refunds for panel tests
• Orders older than 90 days
• Platform integration fees for successfully processed orders
• Tests with results already delivered
• Orders cancelled after specimen collection
• Tests where patient was a no-show after scheduling

4. Refund Request Process

To request a refund:

1. Email refunds@web3diagnostics.com
2. Include the following information:
   • Order ID
   • Patient name
   • Date of order
   • Reason for refund request
3. We will verify requisition status with the laboratory partner
4. Decision communicated within 2 business days
5. Approved refunds processed within 5–7 business days

5. Client Responsibilities

As our integration partner, you are responsible for:

• Managing refund requests from your clients
• Communicating our refund policy to your clients
• Submitting consolidated refund requests to us
• Maintaining records of refund requests and approvals
• Ensuring refund requests meet eligibility criteria before submission

6. Billing Adjustments

How refunds are processed:

• Approved refunds are credited to your account
• Credits are applied against future daily billing cycles
• For large refunds exceeding your daily volume, we may issue a direct refund to your payment method
• Refunds do not affect platform integration fees for other orders
• All refunds are documented in your monthly statement

7. Disputes

For refund disputes:

1. First attempt: Email support@web3diagnostics.com
2. Escalation: Email legal@web3diagnostics.com
3. Required documentation:
   • Original order details
   • Refund request correspondence
   • Reason for dispute
   • Supporting documentation

We aim to resolve all disputes within 5 business days of escalation.

8. Policy Updates

We may update this policy with 30 days' notice via email to the primary contact on your account. Updates will not affect refund eligibility for existing orders placed before the policy change effective date. The current version of this policy will always be available at this URL.