We want you to feel confident booking with Centiva Healthcare Private Limited (“Centiva Health”, “we”, “us” or “our”). This policy explains how cancellations, rescheduling and refunds work for our assessments and programmes. It forms part of our Terms & Conditions.
Overview
- You can reschedule an assessment free of charge up to 24 hours before your slot.
- Cancellations made before any part of a service is delivered are eligible for a full refund.
- Once samples are collected or a consultation has taken place, that part of the service is non-refundable.
- Approved refunds are returned to your original payment method within 7–10 working days.
Rescheduling
You can move your sample collection, scan or consultation to another available slot at no cost if you tell us at least 24 hours in advance. Requests made later than that are subject to availability, and a missed appointment without notice is treated as a late cancellation.
360° Assessment
| When you cancel | Refund |
|---|---|
| More than 24 hours before your first appointment | 100% |
| Within 24 hours of your first appointment | 90% (10% processing fee) |
| After samples have been collected or a scan performed | Not refundable |
Health Optimisation Programmes
| When you cancel | Refund |
|---|---|
| Within 7 days of purchase, before your first physician consultation | 100% |
| Within 15 days of purchase | 50% of the programme fee, less any tests already performed |
| After 15 days of purchase | Not refundable |
Supplements that have been dispatched cannot be returned or refunded unless they arrive damaged or incorrect. Please report this within 48 hours of delivery with a photo of the product.
When refunds are not available
- Services, or parts of services, that have already been delivered.
- Tests that could not be processed because preparation instructions (such as fasting) were not followed.
- Cancellation requests not made through the channels listed below.
- Promotional or complimentary services, unless stated otherwise in the offer.
Cancellations by Centiva Health
If we need to cancel or postpone a service — for example because a physician or partner is unavailable — we will let you know as early as possible and offer you a new slot or a full refund for the affected service, whichever you prefer.
How to request a cancellation or refund
Email centivahealth@gmail.com with your name, registered phone number, booking or invoice number and the reason for your request. We will confirm receipt within 2 working days and let you know the outcome.
Processing refunds
Approved refunds are processed within 7–10 working days and credited only to the original payment method. We do not issue cash refunds. The time for the amount to reflect in your account depends on your bank or payment provider, and we are not responsible for delays on their side.
Changes to this policy
We may revise this policy from time to time. The version in force when you made your booking applies to that booking.