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Policy of change, cancellation, and refund of service fee

I. APPLICABILITY

This policy only applies to services ordered through appointment or ordering on the website diag.vn (“Website”).

II. CHANGE OF SERVICES

Customers can request to change the ordered testing service before Diag begins the process of collecting samples for testing.

  • If the Customer has not paid for the order: The customer should pay the revised amount corresponding to the new testing service under their changing request.
  • If the Customer has paid for the order: The customer should contact Diag for assistance initiating the refund procedure for the original order and placing a new order with the revised amount corresponding to the new testing service under their changing request.

III. CANCELLATION OF SERVICES

In any case, the Customer can request to cancel the ordered testing service before Diag begins the process of collecting samples for testing. If the order has been paid, upon the Customer’s request, Diag shall assist the Customer to carry out the refund procedure for the placed order.

IV. REFUND OF SERVICE FEE

If the Customer has paid for the ordered services, the Customer can request a refund of the service fee before Diag begins the process of collecting samples for testing. The process for refunding the service fee to the Customer is as follows:

  • Step 1: Customer requests a refund through:
    • Direct message on Website/Facebook Diag/Zalo Diag Laboratories;
    • Hotline 1900 1717;
    • Come to Diag Medical Center.
  • Step 2: Customer provides full name, appointment/order code (if any), amount, transaction time, and proof of successful transaction (transaction screen capture, payment message, account statement, ..) for Diag’s staff.
  • Step 3: Diag’s staff check, verify, and carry out refund procedures if the information provided by the Customer is valid.
  • Step 4: Customer receives a message informing the completion of the refund procedure via Zalo/SMS from Diag.
  • Step 5: Customer gets the refunded service fee according to the original payment method within the following time limit:
    • E-wallet: 1-3 working days;
    • Domestic card: 3-7 working days;
    • International card: 7-14 working days.