Support Policy – Sanovra Lab
Overview
Sanovra Lab is committed to timely, transparent, and secure support for patients and partners. This policy explains contact channels, response times, refunds & cancellations, privacy commitments, and escalation paths.
Customer Support Channels
Use any of the official channels below for bookings, reports, home sample collection, or refunds.
- WhatsApp / Call: 7203826884
- Email: care@sanovralab.com
- Working Hours: 7:00 AM – 9:00 PM (Monday to Sunday)
Report Delivery & Typical Response Times
| Service | Delivery / Response |
|---|---|
| Routine Lab Test Report | Within 24 hours (unless stated otherwise) |
| Home Sample Collection Status | Real-time updates via WhatsApp / Call |
| Report re-issue / Correction | 2–4 working hours after receiving all details |
| Support acknowledgement (non-urgent) | Within 24 hours |
| Urgent medical report inquiries | We aim to respond within 30 minutes during working hours |
Refund & Cancellation
- Before sample collection: Full refund or reschedule available.
- After sample collected & processing started: Cancellation not permitted.
- Wrong test booked by mistake: Contact support immediately — corrections handled case-by-case.
- Refund timeline: If approved, refunds are processed within 3–5 working days to the original payment method.
Privacy & Data Safety
We treat patient data with strict confidentiality. Reports are shared only with the registered phone number or authorised person. We do not share data with third parties without explicit consent except when required by law.
Support for Doctors & Clinics
Partner clinics and doctors receive a dedicated relationship manager, priority report delivery, and bulk-test logistics support. To register as a partner, email care@sanovralab.com.
Feedback & Complaints
We value feedback. Send complaints or suggestions via WhatsApp or email. Each case is reviewed and we respond within 24 hours during working hours.
How do I request a report correction?
Email care@sanovralab.com with patient name, sample ID, and the correction required. Attach supporting docs if available.
Who can receive the report?
Reports are shared with the registered mobile number or authorised representative. To share with someone else, provide written authorisation.
What if I don't receive my report?
Check spam mail for email reports and confirm the registered phone number for WhatsApp. If not received, contact 7203826884 (WhatsApp) with booking/sample ID.