Service Credit & Rectification Policy (Refund Policy)
1. Our Philosophy At Meditechlab Diagnostic Laboratories, our commitment is to provide clinically accurate and reliable results. Due to the nature of diagnostic testing services, where significant costs are incurred for reagents, equipment, and expert time once a test is performed, we generally do not offer monetary refunds. Instead, our focus is on service rectification. This policy outlines the circumstances under which a service credit or a no-charge re-test may be issued.
2. Scenarios for Service Rectification
Test Cancellation by Client: If a Client cancels a test order before the test has been performed, a full service credit may be issued. If the test is already in process or completed, the full fee will be charged and no credit is possible.
Specimen Issue Attributable to Meditechlab: If a specimen is compromised, lost, or damaged while in the possession of our designated courier service, we will arrange for a no-charge re-collection (where possible) and perform the test at no additional cost.
Specimen Quality Issue (Not Attributable to Meditechlab): If a test cannot be performed or yields an indeterminate result due to issues with the original specimen quality (e.g., Quantity Not Sufficient, improper collection), the service will be charged for the work performed. A re-test with a new specimen will be treated as a new order.
Confirmed Laboratory Error: We maintain a rigorous quality management system. In the rare event that a formal investigation confirms a laboratory error that impacts the clinical validity of a result, we will perform the test again on the original or a new specimen at no charge. If a re-test is not possible or clinically appropriate, a full service credit for the original test will be issued to the Client’s account.
3. How to Request a Review If you believe a service issue has occurred, please contact our Client Services department within 30 days of receiving the result. You must provide the patient accession number and a detailed description of the issue. Our quality assurance team will launch a formal investigation.
4. Contact Information
Department: Client Services
Attention: Henderson Collier
Address: 1536 Charter Cir Anchorage, Alaska 99508 US
