Refund and Returns Policy

Effective Date: June 2026

Overview

These Terms and Conditions (“Terms”) govern your access to and use of Swiss Labs’ services. By using our website, mobile applications, or booking any diagnostic service, you agree to be bound by these Terms. If you do not agree, stop using our services.

1. Scope of Services

Swiss Labs provides diagnostic testing, sample collection (in-centre or at-home), telehealth consultations, and related healthcare services. We are a licensed laboratory, not a primary-care provider. Our services complement but do not replace your physician’s medical advice.

2. Eligibility & Account

You must be at least 18 years old (or have parental consent) to create an account or purchase services. You are responsible for keeping your account credentials confidential and for all activities under your account. Notify us immediately of unauthorised access.

3. User Obligations

Provide Accurate Information: You must provide accurate, up-to-date personal and health information.
Comply with Law: Do not use the services for unlawful purposes or misrepresent another person.
Samples & Instructions: Follow pre-test instructions (e.g., fasting) and provide samples as required. Incorrect preparation may invalidate results.
Pricing & Payment: Fees for tests and packages are displayed before checkout and must be paid in full before sample collection. Prices may include VAT or other taxes. We accept major credit and debit cards, bank transfers, and approved insurance arrangements.
Cancellation & Rescheduling: You may cancel or reschedule an appointment up to 24 hours before the scheduled time and receive a full refund or credit. For home visits, cancellations within 24 hours may incur a call-out fee.
After Sample Collection: Once your sample has been collected or a test performed, you are not entitled to a refund, except if we fail to perform the test for reasons within our control or we notify you that sample quality prevents analysis. In such cases, we will repeat the test at no charge or refund the payment.
Packages: For packages with multiple tests, refunds apply only to tests not yet performed. Package discounts will be recalculated based on the remaining tests.
Processing Refunds: Approved refunds will be credited to the original payment method within ten (10) business days.
Promotions: Promotional offers are subject to their own terms. Unless stated, they may not be combined and have no cash value.
Price Changes: We may modify prices at any time, but changes will not affect confirmed orders.
Medical Interpretation: Test results should be interpreted by a licensed healthcare professional. Swiss Labs does not provide treatment recommendations beyond remote consultations by qualified practitioners.

4. Financial Terms, Cancellations, Returns & Refunds

Pricing & Payment: Fees for tests and packages are displayed before checkout and must be paid in full before sample collection. Prices may include VAT or other taxes. We accept major credit and debit cards, bank transfers, and approved insurance arrangements.
Cancellation & Rescheduling: You may cancel or reschedule an appointment up to 24 hours before the scheduled time and receive a full refund or credit. For home visits, cancellations within 24 hours may incur a call-out fee.
After Sample Collection: Once your sample has been collected or a test performed, you are not entitled to a refund, except if we fail to perform the test for reasons within our control or we notify you that sample quality prevents analysis. In such cases, we will repeat the test at no charge or refund the payment.
Packages: For packages with multiple tests, refunds apply only to tests not yet performed. Package discounts will be recalculated based on the remaining tests.
Processing Refunds: Approved refunds will be credited to the original payment method within ten (10) business days.
Promotions: Promotional offers are subject to their own terms. Unless stated, they may not be combined and have no cash value.
Price Changes: We may modify prices at any time, but changes will not affect confirmed orders

5. Confidentiality & Privacy

We maintain strict confidentiality of your personal and health information and comply with our Privacy Policy. Using our services constitutes your acceptance of that policy.

6. Termination

Swiss Labs may suspend or terminate your account and access to the services if you violate these Terms, misuse the services, or for security reasons. You may close your account at any time by contacting us.

7. Intellectual Property

All content on our site, including trademarks, logos, designs, and software, belongs to Swiss Labs or its licensors. You may not copy, distribute, or create derivative works without written permission.

8. Disclaimers & Limitations of Liability

No Medical Advice: Our services provide laboratory results only. We do not provide medical diagnosis or treatment; always consult a physician for interpretation and care.
No Warranty: While we strive to provide accurate, timely results, we do not guarantee that services will be uninterrupted or error-free.
Limitation of Liability: To the extent permitted by law, Swiss Labs and Afiyati Medical Company are not liable for indirect, incidental, or consequential damages arising from your use of our services.

9. Force Majeure

Swiss Labs is not liable for delays or failures to perform due to events beyond our reasonable control, such as natural disasters, pandemics, power failures, or government restrictions.

10. Governing Law & Dispute Resolution

These Terms are governed by the laws of the Kingdom of Saudi Arabia. Any dispute related to these Terms shall be resolved in the courts of Jeddah.

11. Changes to Terms

We may modify these Terms at any time. Changes become effective when posted on our website or notified to you. Continued use of the services after changes constitutes acceptance.

12. Contact Information

For questions about these Terms or our services, contact:

Phone: 920014906 (Sun–Fri, 9 a.m.–6 p.m.)
Email: support@swisslab.care
Address: Headquarters, Jeddah, Kingdom of Saudi Arabia