1. Your booking does not expire
Tests and bundles paid for on our website have no expiry date. You can walk in to either of our branches or book an appointment whenever it suits you, so there is no pressure to cancel just because your plans change.
2. When you can get a refund
- Full refund — if none of the tests in your order have been carried out (no sample collected, no scan performed).
- Partial refund — if only some of the tests in your order have been carried out, we refund the unused tests. For bundles, the refund is calculated on the bundle price, in proportion to the tests not yet performed.
- Full refund — if we are unable to perform a test you paid for (for example, equipment is unavailable), and you do not wish to reschedule.
- Full refund — if you were charged twice or charged the wrong amount because of a payment error.
3. When a refund is not possible
- A test that has already been performed, or a sample that has already been collected and processed, cannot be refunded.
- If a sample has to be recollected because pre-test instructions (such as fasting) were not followed, we will recollect it but cannot refund the test.
If a result is delayed or a sample is unusable because of an error on our side, we will repeat the test at no cost or refund it — your choice.
4. How to request a refund
Contact us by phone, WhatsApp or email with your order reference (shown on your confirmation and in your confirmation email) and the name and email used at checkout:
- Phone: +234 813 602 5120
- WhatsApp: +234 912 091 4837
- Email: emmalabglobal@gmail.com
- No 12 Ibaraye Street, Danzaria St, Owode, Oyo 211172, Oyo State
- Olope Marun, Opposite CAC, Ogbomoso, Oyo State
You can also ask at the front desk of either branch. We confirm every approved request within 2 business days.
5. How refunds are paid
Approved refunds are returned to the original payment method (card, bank account or other method used) through our payment processor, Paystack. Refunds typically arrive within 5–10 business days of approval, depending on your bank. We do not charge a fee for refunds.
6. Corporate and HMO clients
Refunds for company staff screenings and HMO-referred services are handled under the terms of the agreement with that company or HMO. Please contact your HR team or HMO, or reach us directly.
7. Related policies
See also our Terms & Conditions and Privacy Policy.