Shipping Policy

Shipping Policy – CureBay Diagnostics Services 

Our Shipping Policy (“Policy”) ensures a seamless and reliable process from the moment you place your diagnostic test order to the delivery of your reports. This Policy is designed to provide transparency, safety, and compliance with the applicable laws, rules, regulations and guidelines prevailing in India at every step.

1. Order Placement

  1. Once you book a diagnostic test or health package through our website, app, or helpline, you will receive an instant confirmation via SMS/Email/WhatsApp.

  2. The confirmation will include test details, booking ID, and the scheduled sample collection time.

2. Phlebotomist Visit & Sample Collection option at Curebay E-Clinic

  1. A trained and certified CureBay phlebotomist will visit your provided address at the scheduled time.

  2. The phlebotomist will carry a valid ID card and follow strict hygiene and safety protocols.

  3. For convenience, you may also reschedule the visit by contacting our support team in advance.

  4. Alternatively, customers can choose to visit the nearest CureBay E-Clinic for their sample collection, where the same high standards of safety and care are maintained.

3. Sample Handling & Processing

  1. All collected samples are carefully labeled with patient name, booking ID, collection time, and test type.

  2. When samples are collected in field or outside the laboratory (e.g. in collection facilities, home collection), these are transported for analysis to a laboratory. In all cases, transportation of samples, we ensure sample integrity and stability for obtaining right results.

  3. During transport of sample following points are taken care of- 

  1. Analyte stability 

  2. Temperature requirement 

  3. Preservation (if any) 

  4. Photosensitivity (if any) 

  5. Integrity and stability of samples 

  6. Special Packaging requirements (in case of shipment) 

  7. Timeliness 

  8. Safety of the personnel handling the sample 

  9. Tracking System for samples (as far as possible)

  1. All packages carry biohazard markings and handling instructions for safety and compliance.

4. Transport & Courier Protocols

  1. Only trained logistics staff and certified couriers handle specimen transport.

  2. Delivery modes include standard, scheduled, same-day, and STAT (urgent) delivery for critical cases. 

  3. Real-time tracking is enabled for transparency and chain-of-custody verification.

  4. Vehicles used for transport are temperature-controlled and monitored.

5. Turnaround Time (TAT) for Reports

  1. Each test/package has a specified Turnaround Time (TAT), which will be mentioned at the time of booking.

  2. The TAT typically ranges between 12-24 hours for routine tests and  24–72 hours for advanced/specialized tests. 

  3. In case of delays, CureBay proactively notifies you with updated timelines.

6. Report Delivery

  1. Reports will be delivered digitally within the mentioned TAT.

  2. Customers can choose to receive their reports:

  1. On their registered Email ID

  2. Directly via WhatsApp

  3. Accessible through the CureBay portal/app (if applicable)

7. Safety, Compliance & Quality Assurance

  1. All specimen handling follows all applicable laws, rules, regulations and guidelines prevailing in India including but not limited to ICMR and NABL guidelines. 

  2. Couriers and staff personnel undergo regular training in biosafety, hazardous material handling, and emergency response.

  3. Each shipment is monitored for integrity and compliance through chain-of-custody documentation.

8. Emergency & Contingency Planning

  1. In case of temperature deviation, delay, or packaging issues, CureBay immediately notifies stakeholders and takes corrective measures.

  2. Spills or leaks are managed under biohazard safety protocols, with secure disposal and reporting.

9. Support & Assistance

  1. If you have queries regarding your order, collection, or report delivery, our customer care team is available via phone, email, or WhatsApp and the communication details are provided in the website.

  2. Doctor consultations are available with select packages to help you understand your results better.

10. Continuous Improvement

  1. CureBay tracks performance metrics such as delivery times, specimen integrity, and customer feedback.

  2. Processes are regularly reviewed and updated to align with the latest industry best practices.

11. Disclaimer 

CureBay partners with third-party logistics providers for specimen transport, ensuring adherence to strict compliance and safety standards, though the actual transport is carried out by independent courier partners. CureBay does not own or operate any diagnostic laboratories. All samples are processed by NABL-certified partner labs. As such, CureBay is not responsible for any discrepancies in reports, variations in result interpretation, or errors originating from third-party laboratories. You are advised to consult directly with their healthcare provider or the diagnostic lab for clarifications regarding their reports.