Terms & Conditions

General Terms

Your access to and use of the Testwell Diagnostics Platform and its services are governed by these Terms of Use, together with any additional service-specific terms, policies, and disclaimers on the Platform — collectively referred to as "Terms of Use." These Terms constitute a legal and binding agreement between you ("User" / "Partner") and Testwell Diagnostics.

Your right to use the services is not transferable. Any access credentials provided to you are not transferable. Testwell Diagnostics may freely transfer or assign any part of these Terms of Use. Testwell Diagnostics reserves the right to activate or deactivate offers and promotions at any time.

Eligibility

By using the Platform and/or availing our services, you represent and warrant that:

• You have the right, authority, and capacity to agree to and abide by these Terms of Use
• You are 18 years of age or over and have the legal right to enter into a binding contract in your jurisdiction
• You are responsible for all transactions made under your name or account
• You will use the services in accordance with all applicable laws and regulations
• If registering as a B2B partner (clinic/hospital/lab), you have the authority to bind your organisation to these Terms

Services Offered

Testwell Diagnostics offers the following services through its Platform:

• Advanced Pathology Testing: 500+ tests across hematology, biochemistry, microbiology, immunology, and more
• Home & Clinic Sample Collection: Collection from patient's home or partner clinic premises
• Digital Report Delivery: Reports delivered to patients and partners via WhatsApp, Email, and partner portal
• Bulk Testing Solutions: High-volume testing services for hospitals and large clinics
• Reference Lab Services: Advanced testing services for diagnostic labs without in-house infrastructure
• B2B Partnership Accounts: Dedicated accounts for clinics, hospitals, and diagnostic labs

Testwell Diagnostics reserves the right to change the nature or pricing of any service at its sole discretion by publishing the update on the Platform.

Diagnostic Services

You may avail diagnostic services as follows:

• For home/clinic collection, our trained phlebotomist will visit your registered address or partner premises.
• Certain advanced tests or scans may require sample submission at our laboratory, as determined by Testwell Diagnostics.
• Booking confirmation and Order ID will be communicated via SMS, email, or WhatsApp.
• Reports will be delivered within the prescribed turnaround time via the agreed digital channel.

Services are non-transferable — only the person or organisation in whose name the booking is made may avail the service. All diagnostic reports are to be interpreted by a qualified medical professional. Reports should not be solely relied upon without doctor's advice.

Retesting Policy

• Retest requests beyond 30 days from the date of testing will not be considered.
• Comparison of reports with another lab's results beyond 3 days will not be considered. Analytes with high physiological variation are excluded from retesting consideration.
• Retest schedules confirmed by our quality team will not be modified. The quality team's decision is final and binding.

Sample Collection and Processing

Sample collection is scheduled on the booking date. You may reschedule as per available slots. Delays may occur due to factors beyond Testwell Diagnostics' reasonable control — including acts of God, natural disasters, epidemics, government actions, or technical failures. Any such delay or cancellation will be communicated promptly.

Reports are generated as per the communicated turnaround time. In exceptional circumstances, delays may occur and you agree to bear such delays. Diagnostic services should not be used in medical emergencies.

Sample processing commences only after complete payment realisation. Any delay arising from incomplete payment is solely attributable to the user or partner.

B2B Partner Terms

• Partnership Agreement: B2B partners are required to sign a Partnership Agreement with Testwell Diagnostics before commencement of services. These Terms of Use govern the online Platform; the Partnership Agreement governs operational and pricing specifics.
• Test Requisitions: Partners must submit test requisitions via the partner portal, WhatsApp, or the agreed channel. Requisitions must include complete patient details and prescribed test names.
• Sample Submission: Partners are responsible for ensuring proper sample collection, labelling, and storage before submission to Testwell. Improperly collected or stored samples may be rejected.
• Pricing: B2B partners receive pricing as per the agreed rate card. Pricing is subject to change with 30 days' written notice from Testwell Diagnostics.
• Billing & Payment: Partners are billed as per the agreed billing cycle (weekly/monthly). Payment is due within the agreed credit period. Delayed payments may result in service suspension.
• Report Confidentiality: Partners must ensure patient reports are shared only with the relevant patient or their authorised representative. Reports must not be shared publicly or with unauthorised third parties.
• Branding: Partners may not use the Testwell Diagnostics name, logo, or branding in any marketing material without prior written consent.
• Relationship Manager: Each partner is assigned a dedicated Testwell relationship manager as the primary point of contact for all operational queries, escalations, and support.

Reference Lab Partner Terms

Diagnostic labs partnering with Testwell as a reference lab agree to:

• Send samples only via approved courier/transport partners maintaining cold-chain integrity
• Accept that all reports issued are the responsibility of Testwell Diagnostics and are to be issued to patients under the Testwell brand name unless a white-label arrangement is specifically agreed in writing
• Not reproduce, modify, or re-issue Testwell reports without written authorisation

Report Delivery

Testwell Diagnostics delivers reports through the following channels:

• WhatsApp: Reports sent directly to patient's/partner's registered WhatsApp number
• Email: Reports sent to registered email address
• Partner Portal: Digital access via the Testwell partner portal for B2B accounts

Turnaround time (TAT) for each test is as communicated at the time of booking. Certain advanced tests may have longer TATs; these will be communicated at the time of order placement. Testwell Diagnostics shall not be liable for delivery delays caused by incorrect contact details provided by the user or partner.

Reports are generated and approved by qualified MD Pathologists before delivery. No changes to issued reports will be made without a formal retest and quality review process.

Payment

Testwell Diagnostics offers payment options including credit cards, debit cards, UPI, net banking, and Cash on Delivery (COD) for applicable services. B2B partners are billed as per the agreed billing cycle and credit terms.

• Services commence only after complete payment realisation (for online/direct bookings).
• Payment mechanisms may be governed by additional terms of the third-party payment gateway.
• Testwell Diagnostics reserves the right to refuse or cancel orders placed at incorrect prices, with refund credited within 7–14 working days.
• You are liable for all applicable charges, taxes, duties, and levies for services availed.
• Testwell Diagnostics shall not be responsible for any malfunction or defect in the payment mechanism.
• B2B partner accounts with overdue payments may have services suspended until outstanding amounts are cleared.

Cancellation & Refund Policy

Cancellation by Testwell Diagnostics

Testwell Diagnostics reserves the right to reschedule or cancel any booking with prior notice. Cancellations may occur due to circumstances beyond our control — including acts of God, technical failure, or government restrictions. If cancelled by Testwell Diagnostics, you may reschedule within 7 days of cancellation.

Cancellation by User / Partner

• Individual bookings may be cancelled through the Platform or by contacting our support team.
• Refund requests for diagnostic services must be submitted within 7 days of payment to be eligible.
• Approved refunds will be processed within 30 working days and credited to the original payment method.
• B2B partner cancellations are governed by the terms of the signed Partnership Agreement.

Non-Refundable Situations

• Refunds are not applicable after 7 days from payment for diagnostic services.
• Samples already collected and dispatched to the lab are non-refundable once processing has commenced.
• Samples rejected due to improper collection by the user or partner are subject to re-collection charges.

No Medical Advice

The information provided on the Testwell Diagnostics Platform is for informational and diagnostic service scheduling purposes only.

Testwell Diagnostics does not recommend or endorse any specific treatments, physicians, or clinical procedures. No doctor-patient relationship is created through the use of this Platform or its reports.

Liability and Indemnity

You agree to indemnify, defend, and hold harmless Testwell Diagnostics, its directors, officers, employees, and affiliates from all loss, demand, claims, or damage arising from:

• Your use of the Platform or services
• Any breach by you of these Terms of Use
• Any breach of applicable laws by you in the course of using the Platform
• Improper sample collection, storage, or submission by a B2B partner

Testwell Diagnostics shall not be liable for any direct, indirect, incidental, or consequential damages arising from the use of, or inability to use, the Platform or services — including delayed reports, appointment cancellations, reliance on report results, or loss of data. Testwell Diagnostics' total aggregate liability shall not exceed the fee paid by you for the specific service in question.

Intellectual Property Rights

All content on the Testwell Diagnostics Platform — including text, graphics, user interfaces, artwork, source code, trademarks, logos, report formats, and diagnostic methodologies — is owned by and controlled by Testwell Diagnostics and is protected by applicable intellectual property laws.

You may not copy, reproduce, republish, post, transmit, distribute, or create derivative works from any content on the Platform without prior written authorisation from Testwell Diagnostics.

B2B partners may not use Testwell Diagnostics' name, brand, or report formats for any purpose other than as expressly authorised in the signed Partnership Agreement.

Governing Law and Dispute Resolution

These Terms of Use are governed by the laws of India. All disputes arising from these Terms or the use of our services will be subject to arbitration by an independent sole arbitrator mutually appointed by the parties, in accordance with the Arbitration and Conciliation Act, 1996 (as amended).

The seat of arbitration shall be Jaipur, Rajasthan, and proceedings shall be conducted in the English language. Subject to arbitration, the courts at Jaipur, Rajasthan, shall have exclusive jurisdiction.

Force Majeure: Testwell Diagnostics shall be relieved of its obligations under circumstances beyond its reasonable control — including acts of God, floods, fires, strikes, pandemics, government actions, technical failures, or conflict.

Severability: If any provision of these Terms is found unlawful, the remaining provisions shall remain in full force and effect.

Assignability: Testwell Diagnostics may assign any of its duties or obligations to any other person without prior notice. You may not assign your rights under these Terms without written permission from Testwell Diagnostics.

Grievance Redressal

Testwell Diagnostics is committed to addressing your grievances promptly and fairly. For any complaints, queries, or feedback regarding these Terms of Use or our services, please contact: