Refund & Cancellation Policy
Effective 9 September 2026
This policy explains when amounts paid to Answer Genomics Private Limited are refunded. It should be read with our Terms & Conditions.
1. How payment works
The service is prepaid. You add Credits to your account wallet (minimum ₹5,000), and ₹200 is deducted each time a report is generated. Prices are inclusive of applicable GST (currently 18%).
2. Credits are generally non-refundable
Because a report is produced and delivered immediately on request, Credits are non-refundable and cannot be exchanged for cash, except in the situations listed below. Credits do not expire while your account remains active.
3. When we do refund or reverse a charge
| Situation | What happens |
|---|---|
| Report generation fails for a technical reason on our side | The Credit deduction is reversed to your wallet automatically, usually within a minute. No request is needed. |
| Money debited but Credits not added to your wallet | Raise a request with the payment reference. Verified cases are credited to your wallet, or refunded to the original payment method, within 5 to 7 working days. |
| Duplicate payment for the same recharge | The duplicate amount is refunded to the original payment method within 5 to 7 working days. |
| Payment failed at the gateway | No Credits are added and no amount is retained by us. Any amount held by your bank is released by them, usually within 5 to 7 working days. |
| Unused Credits, account closed by you | You may request a refund of the unused balance within 30 days of closure. We may deduct amounts already consumed, payment gateway charges and applicable taxes. |
4. When we do not refund
- A report was generated successfully but you disagree with its contents, interpretation or recommendations.
- A report is limited or omits sections because the laboratory document you uploaded contained few or unreadable results. The report reflects the data supplied.
- A report was generated for the wrong patient, or from the wrong document, as a result of information you entered.
- You did not review the extracted values in the review step before generating the report.
- Credits forfeited where an account is terminated for breach of the Terms, fraud or a payment reversal.
5. Cancellation
A report cannot be cancelled once generation has begun, because the report is produced within seconds. You may stop using the service and close your account at any time by writing to us; see clause 3 above for unused Credits.
6. How to raise a request
Email support@nugenomics.in from the address registered on your account, with the payment reference or report identifier and a short description. We acknowledge requests within 2 working days and aim to resolve them within 7 working days. Approved refunds are made to the original payment method; the time it then takes to appear depends on your bank or card issuer.
7. Payment reversals
If you believe a charge is incorrect, please contact us first. Initiating a payment reversal with your bank without contacting us may lead to suspension of the account while the matter is investigated.
8. Contact
Answer Genomics Private Limited
45/3, Gopala Krishna Complex, Residency Road, Opp. MG Road, Museum Road, Bangalore North, Bangalore 560025, Karnataka, India
Email: support@nugenomics.in
Phone: +91 70427 38889 (Monday to Friday, 10:00 to 18:00 IST)