Doctrix Medical

For Doctrix, I would not use a generic e-commerce “7-day refund” policy. Laboratory testing is different because once a specimen has been collected and testing has commenced, the service may already have been performed or costs incurred.

This Refund Policy applies to payments made for laboratory tests, diagnostic services and health screening packages provided by Doctrix Medical Laboratory FZCO.

1. General Principle

Refund eligibility depends on the stage of the service at the time a refund request is made.

Because laboratory services may involve specimen collection, processing, testing, reporting and other costs, a refund may not be available once the service has commenced.

2. Cancellation Before Sample Collection

If a patient cancels a test or service before the relevant specimen has been collected and before the laboratory has incurred non-recoverable costs, the patient may request a refund.

Any applicable refund will be assessed by Doctrix based on the circumstances of the cancellation and any applicable payment or administrative charges.

3. Cancellation After Sample Collection

Once a patient’s specimen has been collected, a full refund will generally not be available because the laboratory service may already have commenced.

However, Doctrix may consider a refund or partial refund where:

The service cannot be performed due to an issue attributable to Doctrix;
The specimen is rejected for reasons attributable to the laboratory;
The test cannot reasonably be performed; or
Another circumstance warrants a refund under applicable law or Doctrix’s internal decision.

4. Testing Already Performed

Where laboratory testing has already been performed, fees relating to the completed service will generally not be refundable.

This does not affect any rights or remedies that cannot legally be excluded under applicable law.

5. Specimen Recollection

If a specimen needs to be recollected because it is unsuitable for analysis due to a laboratory-related issue, Doctrix may arrange recollection without an additional charge, subject to the circumstances.

Where recollection is required because of patient preparation, collection or other circumstances attributable to the patient, any applicable additional charges may apply.

6. Incorrect or Duplicate Payments

Where a payment has been made incorrectly, duplicated or in excess of the amount due, Doctrix may review the transaction and process an appropriate refund or adjustment.

7. Failed or Cancelled Service

If Doctrix is unable to provide a paid service and the service cannot reasonably be rescheduled or substituted with the patient’s agreement, Doctrix will review the payment for an appropriate refund in accordance with applicable circumstances and law.

8. Refund Requests

Refund requests should be submitted to:

[email protected]

Please include:

Patient’s name;
Contact details;
Transaction/payment reference, if available;
Service or test purchased;
Date of payment; and
Reason for requesting the refund.

Doctrix may request additional information reasonably required to verify the request.

9. Refund Review

Refund requests will be reviewed on a case-by-case basis based on:

The service purchased;
Whether specimen collection has occurred;
Whether testing has commenced or been completed;
Whether any third-party or non-recoverable costs have been incurred;
The reason for cancellation;
Applicable contractual terms; and
Applicable UAE laws and healthcare requirements.

10. Refund Method

Where a refund is approved, Doctrix will generally endeavour to process the refund using the original payment method, subject to payment-provider procedures and applicable requirements.

The actual time for the funds to appear in the patient’s account may depend on the relevant bank or payment service provider.

11. No Waiver of Legal Rights

Nothing in this Refund Policy is intended to restrict any right or remedy available to a patient under applicable UAE law or applicable healthcare regulations.