1. Nature of Services

Synapse Laboratory provides diagnostic and genetic testing services involving biological samples. Due to the specialized and time-sensitive nature of these services, returns are not applicable once testing has commenced.

2. Order Cancellation

3. Sample Rejection / Quality Failure

If the sample provided is inadequate, contaminated, or fails quality control (QC), and a repeat sample is not provided within a reasonable timeframe, Synapse Laboratory may refund the amount after deducting costs already incurred, or offer re-collection where feasible. The decision shall be based on the stage of processing completed.

4. Non-Returnable Nature of Biological Samples

Biological samples once submitted cannot be returned to the patient or sender, may be retained for regulatory, validation, or quality control purposes, and may be destroyed as per biomedical waste regulations after the required retention period.

5. Refund Processing Timeline

Approved refunds shall be processed within 7–14 working days. Refunds will be credited via the original mode of payment unless otherwise agreed. International refunds, if applicable, may be subject to banking and foreign exchange regulations.

6. Report-Related Disputes

If a client disputes a test result, a written request for review must be submitted within 7 days of report issuance. Synapse Laboratory may conduct an internal review. Re-testing may be offered where technically feasible (additional charges may apply unless error is confirmed). Refunds will not be issued solely based on disagreement with test interpretation.

7. Force Majeure

Synapse Laboratory shall not be liable for cancellation delays or service interruption due to circumstances beyond reasonable control, including but not limited to regulatory restrictions, natural disasters, supply chain disruptions, and technical failures.

8. Contact for Cancellation & Refund Requests

All cancellation or refund requests must be submitted to: