Service Delivery Policy

Effective 9 September 2026

1. This is a digital service

Answer Genomics Private Limited provides a software service that generates health reports from laboratory documents you upload. Nothing is shipped physically. There are no shipping charges, no courier partners and no delivery addresses, and no shipping policy applies.

2. How delivery happens

1. You upload a laboratory report and review the values read from it.
2. You confirm generation, and the applicable Credits are deducted.
3. The report is generated and appears in your account dashboard, from where it can be viewed and downloaded.

3. Delivery time

Reports are generated immediately on request, typically within one to two minutes. Occasionally, high load or a large document can extend this to a few minutes. If a report has not appeared within 15 minutes, please contact support; if generation failed for a technical reason on our side, the Credits are returned to your wallet automatically.

4. Availability of a generated report

A generated report remains available in your account dashboard for as long as your account is active, and can be downloaded again at any time from there. Download links are time-limited for security, so please download from the dashboard rather than reusing an old link.

5. Wallet recharges

Credits are added to your wallet as soon as the payment is confirmed by our payment gateway partner, usually within a few seconds. Certain payment methods can take a little longer to confirm. If a payment has been debited but Credits have not appeared within 30 minutes, contact us with the payment reference and we will resolve it — see our Refund & Cancellation Policy.

6. Support

Email: support@nugenomics.in
Phone: +91 70427 38889
Hours: Monday to Friday, 10:00 to 18:00 IST