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Refund Policy

Payment Gateway

All payments made on the Platform are securely processed through Razorpay Software Private Limited or other authorized payment gateway providers integrated with the Platform.

Elsuki does not directly collect, store, or process sensitive banking credentials, debit card details, credit card information, CVV numbers, or UPI PINs.

Accepted Payment Methods

Customers may make payments using:

  • Credit Cards
  • Debit Cards
  • UPI
  • Net Banking
  • Digital Wallets
  • Wallet Credits or Promotional Balances

Payment Method Availability

Availability of payment methods may vary depending on location, transaction value, or payment gateway restrictions.

Payment at Time of Booking

All bookings placed through the Platform must be prepaid unless otherwise specified.

A booking shall be considered confirmed only after successful payment authorization and booking confirmation.

Dynamic Pricing

Elsuki reserves the right to provide promotional, campaign-based, seasonal, or dynamic pricing for selected tests, health packages, laboratories, services, or geographical areas without prior notice.

Price Variation

Prices displayed on the Platform may vary between Partner Laboratories depending on operational costs, geographical location, laboratory infrastructure, promotional campaigns, collection requirements, or service availability.

Collection Charges

Home sample collection charges may vary depending on customer location, selected laboratory, urgency, order value, collection timing, accessibility, and collection method. Free collection offers may be subject to minimum order value conditions.

Cancellation, Rescheduling & Refund Policy

Customers may cancel an order within:

  • 3 hours of placing the order, or
  • Up to 6 hours before the scheduled sample collection time, whichever occurs first.

Refund Eligibility

If an order is cancelled within the permitted cancellation window, the customer will be eligible for a 100% refund.

Once the cancellation window closes, the order becomes confirmed with the selected laboratory and shall be considered non-cancellable and non-refundable, as laboratory scheduling, operational allocation, and collection arrangements may already be initiated.

Rescheduling

Customers may reschedule an order up to 2 times per order, subject to availability, until 6 hours prior to the scheduled collection time. Rescheduling requests made after the rescheduling window closes may not be accepted.

Laboratory Partner Cancellation

In the event a laboratory partner cancels an order, the customer shall be eligible for a 100% refund.

Refund Processing

Approved refunds shall generally be processed back to the original payment method used at the time of placing the order, subject to banking partner, payment gateway, and financial institution policies.

Refund timelines may vary depending on the original payment method, banking partner, or payment gateway processing timelines.

Review of Requests

Elsuki reserves the right to delay, reject, limit, or review cancellation, rescheduling, or refund requests in cases involving suspected fraud, misuse, abuse of platform policies, payment disputes, technical errors, operational limitations, or violations of applicable terms and conditions.

Taxes & Invoicing

Displayed prices may include applicable taxes unless otherwise specified.

Invoices for diagnostic services shall be issued by the respective Partner Laboratory.

Elsuki may issue separate invoices for platform-related fees or service charges where applicable.

Payment Security & Fraud Prevention

  • Transactions are protected using secure SSL/TLS encryption;
  • Elsuki does not store sensitive payment credentials;
  • Fraudulent or suspicious transactions may be investigated or reversed.

Customers are advised not to share OTPs, banking passwords, or payment credentials with any person.

Failed & Pending Transactions

If payment is debited but booking confirmation is not received:

  • Customers should wait for temporary processing delays;
  • Failed transactions may be automatically reversed;
  • Customers may contact support with transaction references.

Payment Failure Disclaimer

Elsuki shall not be liable for failed transactions, duplicate deductions, delayed reversals, banking errors, payment interruptions, or technical failures caused by third-party payment gateways, financial institutions, telecom providers, or external systems beyond its reasonable control.