Refund &
Cancellation

Intel Lab Diagnostics LLC ("Intel Lab", "we", "us") wants every booking to be fair on both sides. Because a diagnostic booking moves through real, costed steps — scheduling, dispatching a phlebotomist, collecting your sample, and processing it in the lab — what we can refund depends on how far your booking has progressed when you ask to cancel. This page sets out those stages in plain language. It applies to individual biomarker tests and bundled packages booked by consumers through our website, hotline, or WhatsApp.

To cancel or reschedule, contact us as early as you can via our contact page, the 24/7 hotline, or WhatsApp on +971 58 845 4335, quoting your booking reference. We don't apply a fixed cut-off clock — each request is assessed by the stage your booking has reached (section 3). The earlier you reach us, the more options are available.

Rescheduling is free and is our preferred first option. If your plans change, moving your appointment to a new date or time — rather than cancelling — keeps your payment intact and avoids any deductions, provided the phlebotomist has not already been dispatched for the original slot.

Once a booking is confirmed and paid, refund eligibility works as follows:

• Before collection — full refund. If you cancel before a phlebotomist has been dispatched (for home collection) or before you arrive at the lab, you receive a full refund of the amount paid.
• After the phlebotomist is dispatched — refund less the collection fee. If our phlebotomist has already been sent to your address when you cancel, we refund the test amount minus the home-collection / call-out fee, which covers the visit already underway.
• After the sample is collected or processed — non-refundable. Once your sample has been drawn or has entered laboratory processing, the service has effectively been delivered and the booking is no longer refundable, whether or not you have viewed the result.

For a package or multi-test booking, tests that have already been collected or processed follow the non-refundable rule above; any tests within the package that have not yet been collected may be refunded on a pro-rata basis, less any applicable collection fee.

If our phlebotomist arrives for a home collection and the patient is not available, cannot be reached, or the address is inaccessible, the visit is treated as completed and the home-collection / call-out fee is non-refundable. We will gladly help you rebook the collection; a new call-out fee may apply to the repeat visit.

If a sample cannot be reported because of an issue on our side — for example it is insufficient, clots, or is compromised in transit or processing — this is not your fault. In these cases we will arrange a free re-collection at your convenience. If a re-collection does not suit you, contact our team and let us know how you would prefer the matter resolved — we will do our best to accommodate your preferred option.

Approved refunds are returned to your original payment method — card payments are reversed through our payment processor, and cash payments are refunded as originally paid. Once approved, refunds are typically processed within 7 to 14 business days, though the time for the amount to appear on your statement depends on your bank or card issuer. We will confirm by email once a refund has been issued.

• Tests where the sample has already been collected or processed;
• Home-collection / call-out fees once a phlebotomist has been dispatched or a no-show has occurred;
• Dissatisfaction with a result that was produced and reported correctly (a normal or unexpected result is not grounds for a refund);
• Charges arising from inaccurate booking details you provided.

All prices are shown in UAE Dirhams (AED). We may update this policy from time to time; the version in effect at the time of your booking applies. Material changes will be reflected by the "last updated" date above.

This policy covers individual consumer bookings only. Corporate wellness programs, physician referrals, and other corporate & B2B services are governed by the specific commercial terms of their signed service agreement, which takes precedence over this page for those engagements.

For any cancellation, rescheduling, or refund request, email info@intel-lab.ae, message us on WhatsApp, or visit our contact page. Our team is available 24/7.