Diagnostics Service Policy

Diagnostics Service Policy

1. Nature of Service

Miduty (operated by Midvision Pvt. Ltd.) is a technology-enabled healthcare facilitation platform.

We do not conduct diagnostic tests ourselves.

Miduty:

  • Collects user requests for diagnostic tests
  • Coordinates bookings with certified third-party diagnostic partners
  • Facilitates communication, tracking, and report delivery

All diagnostic services are fulfilled by our partner:

  • Healthians


2. Role of Miduty

Miduty acts strictly as an intermediary platform.

Our responsibilities include:

  • Booking coordination with partner labs
  • Sharing appointment details with users
  • Providing status updates and customer support
  • Delivering reports via Email / WhatsApp / dashboard
  • Assisting with basic queries post-report delivery

Miduty does not:

  • Perform sample collection
  • Conduct lab testing
  • Generate medical reports
  • Provide medical diagnosis or treatment advice


3. Role of Diagnostic Partner (Healthians)

All services including:

  • Sample collection
  • Testing
  • Report generation
  • Medical accuracy

are handled solely by Healthians.

The partner is responsible for:

  • Technician visits and conduct
  • Sample handling and processing
  • Report correctness and timelines
  • Compliance with applicable healthcare regulations


4. Booking & Fulfillment Process

  1. User places a test request on Miduty
  2. Request is assigned to our diagnostic partner
  3. Partner confirms appointment and collects sample
  4. Testing is performed by partner lab
  5. Report is generated by partner
  6. Miduty shares report with user


5. Pricing & Payments

  • Prices displayed on Miduty are inclusive of partner service charges
  • Payments are collected by Miduty on behalf of the diagnostic partner
  • In some cases, payments may be collected directly by the partner

Miduty may earn a service/marketing fee from partner labs.


6. Reports & Medical Disclaimer

  • All reports are generated by certified labs (Healthians)
  • Miduty only acts as a delivery facilitator
  • Users must consult a qualified doctor for interpretation

Miduty is not liable for:

  • Medical interpretation of reports
  • Treatment decisions taken by users
  • Any health outcomes based on reports


7. Data Sharing & Privacy

By using Miduty diagnostics services, you consent to:

  • Sharing your personal and health data with Healthians
  • Use of your data strictly for booking, testing, and report generation

We ensure:

  • Data is shared only with authorized partners
  • Reasonable measures are taken to protect user data


8. Cancellations & Rescheduling

  • Requests for rescheduling/cancellation must be made before the scheduled slot
  • Refund eligibility depends on partner policies
  • If sample collection is completed, refunds may not be applicable


9. Liability Limitation

Miduty shall not be held liable for:

  • Delays or failures in sample collection
  • Errors in reports generated by partner labs
  • Any negligence by partner technicians
  • Service interruptions beyond our control

All such liabilities rest with:

  • Healthians


10. Customer Support

For any issues, users can contact Miduty support:

  • We will coordinate with the diagnostic partner for resolution
  • Escalations will be handled jointly with the partner


11. Acceptance of Terms

By booking a diagnostic test through Miduty, you acknowledge that:

  • Miduty is a facilitator, not a diagnostic lab
  • Services are delivered by third-party providers
  • You agree to partner terms and policies

Miduty is committed to transparent healthcare access, ensuring users get:

  • Verified partners
  • Seamless booking experience
  • Timely report delivery

Refund & Cancellation Policy – Miduty Diagnostics

1. Scope of Policy

This Refund Policy applies to all diagnostic test bookings made through Miduty (MidVision Pvt. Ltd.), fulfilled by third-party diagnostic partners including Healthians.


2. Nature of Service (Important)

Miduty acts as a booking and coordination platform only.

Refunds are governed by:

  • Service status (whether sample collected or not)
  • Partner confirmation logs
  • Technician assignment and visit attempts
  • Time of cancellation request


3. Cancellation & Refund Eligibility

A. Full Refund Eligible

User is eligible for 100% refund if:

  • Cancellation is requested before sample collection
  • No technician has been dispatched OR
  • Booking is not confirmed by partner

B. Partial Refund (Operational Cost Deduction)

Refund may be partially processed if:

  • Technician has already been assigned or dispatched
  • Sample collection attempt was made but failed due to:
    • User unavailability
    • Incorrect address
    • Phone not reachable

Deduction may include:

  • Partner logistics/visit charges
  • Platform handling fee

C. No Refund Cases

No refund will be issued if:

  • Sample has been successfully collected
  • Test processing has started or completed
  • Report has been generated or shared


4. Failed / Delayed Service Scenarios

Eligible for Refund

User may request refund if:

  • Partner fails to collect sample within committed timeline
  • Booking is not fulfilled due to partner-side issues
  • Test is cancelled by partner

Not Eligible for Refund

Refund will not be applicable if delay is due to:

  • User rescheduling
  • User non-availability
  • External factors (weather, local restrictions, etc.)


5. Report-Related Disputes (Critical Clause)

All reports are generated by:

  • Healthians

Miduty does not validate or alter reports.

Refunds will NOT be issued for:

  • Disagreement with report results
  • Medical interpretation differences
  • Requirement of re-testing

However:

  • We will facilitate re-evaluation or re-test request with the partner where applicable


6. Payment Disputes & Chargebacks

In case of disputes, Miduty reserves the right to use:

  • Booking logs
  • Partner confirmation records
  • Technician assignment details
  • Call/SMS/WhatsApp communication logs

as valid proof of service initiation and fulfillment.

Filing a chargeback without prior support request may result in:

  • Account restriction
  • Blacklisting from future services


7. Refund Processing Timeline

  • Approved refunds are processed within 5–7 business days
  • Final credit timeline depends on:
    • Bank / payment gateway
    • Original payment method


8. How to Request a Refund

Users must:

  • Contact Miduty support via:
    • Email / WhatsApp / Customer care
  • Share:
    • Registered phone number
    • Booking ID
    • Reason for cancellation/refund


9. Platform Service Fee (Protection Layer)

Miduty may charge a non-refundable platform/service fee in certain cases, including:

  • Instant booking confirmations
  • Partner allocation
  • Operational processing

This fee is non-refundable once booking is confirmed.


10. Final Authority

All refund decisions are made based on:

  • Partner policies (including Healthians)
  • Service status logs
  • Internal verification

Miduty reserves the right to approve, reject, or partially process refunds.