FAQs

1. Can I cancel a prepaid booking and receive a refund?

Refund Scenarios:

If there is no service provider in the booked area.
In case of multiple bookings due to a system error.
If the service provider fails to make adequate attempts to provide service.

Cancellation Charges:

For scenarios not mentioned above, a cancellation charge of Rs 100 will apply.

Refund Process:

Refunds will be processed within 7 to 10 working days and directly credited to the account from which payment was received.

2. Does Thyrocare offer PET-CT scans?

Yes, Thyrocare's subsidiary, Nuclear, provides PET-CT scans at competitive prices in several metros across India.

Contact Information:

Website: [www.nueclear.com](www.nueclear.com)
Email: [crm@nueclear.com](mailto:crm@nueclear.com)
Helpline: 022-41289999 / 022-4128 2888 (7:00 AM to 10:00 PM)

3. How does transportation affect the quality of reports? Are samples stable during transit?

All specimens reach Thyrocare within 12 to 48 hours using a triple packaging system complying with WHO-IATA guidelines.
Samples undergo pre-analytical checks, including temperature monitoring and assessments for factors like hemolysis, clotting, barcode verification, leakages, lipemia, and correct vial usage.

4. Some test results are abnormal, what should I do?

Test reports should be interpreted by a qualified medical practitioner.
Check report forms for normal ranges; consult your doctor if any test is abnormal.
Avoid self-treatment or medication initiation based on lab results, as rechecking may be necessary.

5. What are the timings for sample collection at my home?

Ideal Collection Times:

Fasting tests/profiles: 6:00 AM to 11:00 AM
Non-fasting tests/profiles: Till 7:00 PM

Technician Arrival:

If booked in the first half of the day, technicians will reach your home within 60 minutes.

Sunday/Holiday Collection:

Not available in all cities.

6. Why are there different rates for the same package?

Thyrocare relies on franchisees for routine and offline sample collections.
Some franchisees may competitively price packages due to marketing promotions, compromising their margins.
Prices may vary temporarily during promotional camps but will not exceed online rates.

7. Are there special offers for returning customers?

Returning customers receive up to a 20% discount on tests and profiles at the prevailing catalog rate.
This discount cannot be combined with other offers and is not valid for heavily discounted Special Offers.

8. Can I make a payment after receiving the reports?

No, payments must be made in full before or at the time of sample collection to the technician.
Service providers may refuse to process samples if payments are not made or are incomplete.

9. What is Thyrocare's quality assurance? Do laboratory accreditations matter?

Thyrocare is one of the first Indian diagnostic laboratories with international quality accreditations:
ISO 9001-2000 (since 2001, now ISO 9001:2015)
NABL (National Accreditation Board for Testing and Calibration Laboratories)
CAP (College of American Pathologists) certification.

10. How can I verify if the reports belong to me?

Barcoding ensures the identity of the collected specimen, preventing mix-ups.
Barcodes are registered in the system against the order booked at Thyrocare.
Samples are transported in sealed containers, and the laboratory processes are automated to avoid human intervention.
Reports are directly printed, eliminating the possibility of sample or report mix-ups.
For satisfaction, note down barcode numbers at sample collection and cross-check with the report.

11. How long does it take for my samples to reach Thyrocare's processing laboratory?

Depending on geography, samples take a maximum of 48 hours from collection to reach the laboratory.

12. Is the phlebotomist qualified for sample collection?

Technicians or phlebotomists for specimen collection are adequately qualified and have prior experience in the field.

13. Can I download a PDF of my reports online?

Yes, log in to wellness.thyrocare.com, go to "View Bookings," and click "Download Report" for each lead.
Reports can also be received on WhatsApp by sending a request to 9870666333 with barcodes/order ID or registered mobile number.
App users can download reports directly from the app.

14. What if any of my tests are canceled?

Tests may be canceled for clinical, technical, or pre-analytical reasons.
You will be notified via email and SMS.
Re-collection and reprocessing of unreported tests are done free of cost.
Refunds can be requested, granted in full for all canceled tests, or partially for some based on catalog rates and order value.
Refunds are directly given to the beneficiary's account. [Cancellation and Refund Policy](link-to-policy).

15. I did not receive a hard copy of the reports. What should I do?

If you opted for a hard copy and haven't received it within 3 to 5 days of report release, report the case to orders@thyrocare.com.
We will expedite report delivery and provide tracking details once dispatched.
Request the report PDF on WhatsApp by sending a message to 9870666333 with barcodes/order ID or registered mobile number.

16. I did not receive a soft copy of the reports. How can I get it?

Soft copies are sent automatically to the registered email ID within 24 to 72 hours.
If not received or your email ID is not updated, email softcopy@thyrocare.com for assistance.
Ensure your tests are released; otherwise, the soft copy may not be generated.

17. Can I book tests/profiles online?

Yes, tests/profiles can be booked online, and payment can be made at sample collection or online via Credit/Debit/Net Banking or selected E-wallets.
Thyrocare App, available on Google Play Store and iOS, can also be used for booking.

18. How are reports delivered?

Soft copies are sent to your registered email within 24 to 72 hours.
Hard copies, if opted for and paid for, are delivered within 3 to 5 days with tracking details sent via SMS.

19. Is a doctor's prescription needed for testing services?

Preventive healthcare packages do not require a doctor's prescription.
For illness-related testing, consulting a physician before booking is advised.

20. How soon will I get the reports?

Softcopy reports are sent within 24 to 72 hours of sample collection.
Hardcopy reports, if opted for, are delivered in 3 to 5 days with tracking details.

21. When can you arrange for sample collection after I book my tests?

Available slots are shown for bookings made 24 to 48 hours in advance.
Appointments needed after 48 hours are confirmed a day prior via SMS and Email.
Contact details of the visiting phlebotomist are provided, and confirmation is mandatory.

22. What is fasting, and which tests/profiles require it?

Fasting for 10-12 hours is required for specific tests/profiles.
During fasting, no food, beverages, or medicines should be consumed; only water is permitted.
Failure to fast may affect test results, causing value variations.