Refund & Cancellation Policy

This Refund & Cancellation Policy explains when and how you can cancel or reschedule a booking on Zelnoo, and how refunds are processed. It should be read together with our Terms of Service.

You may cancel a confirmed booking from the Zelnoo app or by contacting support.

Before a phlebotomist is assigned: You will not be charged — a full refund is processed automatically.

After a phlebotomist has been assigned: The booking is non-refundable, as the phlebotomist has already been dispatched for your appointment.

You may reschedule a booking free of charge at any time before a phlebotomist has been assigned to your appointment. Once a phlebotomist is assigned, rescheduling is no longer available and the booking is treated as non-refundable.

Approved refunds are credited to your original payment method within 5–7 business days. The exact timing depends on your bank or card issuer. Refunds for UPI and wallet payments are typically faster.

If a sample collection fails or a booking cannot be fulfilled:

Liability on the phlebotomist, lab, or Zelnoo (e.g. no-show by the phlebotomist, processing error, scheduling mistake on our end): You will receive a full refund.

Liability on the customer (e.g. you are unavailable at the time of the appointment, incorrect address provided, you decline the procedure): The booking is non-refundable.

If only part of a multi-test booking is fulfilled, you are charged only for the tests actually performed and refunded the balance.

Reports are produced by our partner NABL-accredited labs. If you believe your report contains an error or discrepancy, contact us and we will connect you with the relevant lab to help resolve the issue. While we facilitate this process, refunds for reports are not guaranteed and are assessed on a case-by-case basis by the lab.

Most cancellations and refunds are handled automatically in-app. For anything else, email support@zelnoo.com with your booking ID and we will respond within 24 hours.