Diagnostics Terms, Booking, Rebooking & Refund Policy
Version 3.1 · Effective August 18, 2026
These terms apply to diagnostic tests and packages purchased through NowExpress.
NowExpress arranges and coordinates your diagnostic service. The diagnostic test or procedure itself is performed by the partner laboratory or branch selected for your order. NowExpress remains your point of contact for concerns relating to your NowExpress diagnostic order.
The version of these terms in effect at the time of purchase governs your order.
1. Summary
| Situation | What happens |
|---|---|
| Change of mind within 48 hours of purchase, provided the scheduled appointment has not started | Full refund |
| Change of mind after the cancellation window | No refund; rebooking may still be available |
| Unable to attend | Up to 2 customer-initiated rebookings |
| Each confirmed rebooking | New 60-day validity period |
| No availment within the validity period | Order expires and is not refundable due to customer non-availment |
| NowExpress or the laboratory cannot provide the service | Appropriate remedy, which may include rebooking, replacement, recollection, or refund |
This summary is provided for convenience. The detailed provisions below govern your order.
2. Validity
Your diagnostic order is valid for 60 days from the date of purchase.
If you subsequently rebook your appointment, each confirmed rebooking extends the validity period to 60 days from the new confirmed appointment date, subject to the maximum of two (2) customer-initiated rebookings under Section 4.
We may send reminders before your order is due to expire. Your order will still expire according to these terms even if a reminder is delayed, undelivered, or not received.
3. Change of Mind and Voluntary Cancellation
You may cancel your diagnostic order for a full refund within 48 hours from the time of purchase or before the scheduled appointment begins, whichever comes first .
If your scheduled appointment falls within 48 hours of purchase, your cancellation window ends when the scheduled appointment begins.
After the cancellation window has ended, refunds are generally not available where the request is due to:
- Change of mind;
- No longer needing or wanting the diagnostic test or service;
- Failure to attend a scheduled appointment;
- Failure to avail of the service within the validity period; or
- Other circumstances attributable to the customer.
Where applicable, you may instead rebook your appointment under Section 4.
Sections 6 and 7 apply separately and are not limited by this section.
4. Rebooking
If you are unable to attend your scheduled appointment, you may request to rebook your diagnostic service up to two (2) times, subject to laboratory, branch, procedure, and schedule availability.
The following will not count against your two customer-initiated rebookings:
- Rescheduling or cancellation initiated by NowExpress, the partner laboratory, or the selected branch;
- A change, cancellation, or deferral initiated by your ordering doctor; or
- A rebooking arranged by NowExpress under Section 6 or Section 7.
To request a rebooking, contact us at diagnostics@nowexpress.ph as soon as reasonably possible and, where possible, before your scheduled appointment.
A rebooking is considered confirmed only after NowExpress confirms the new appointment date.
5. Expired Orders
If you do not avail of the diagnostic service within the applicable validity period, your order will expire.
Amounts paid for orders that expire because of customer non-availment are not refundable and are not convertible to account credit , subject to Sections 6 and 7 and any rights or remedies available under applicable Philippine law.
Expired orders are no longer eligible for customer-initiated rebooking.
6. Circumstances Beyond Your Reasonable Control
If you are unable to attend because of circumstances reasonably beyond your control, NowExpress may provide an appropriate accommodation, such as rebooking or an extension of the validity period.
Examples may include:
- Illness, injury, or hospitalisation;
- Death or serious illness in your immediate family;
- A clinical contraindication identified after booking;
- Severe weather or calamity affecting travel;
- Government restrictions or suspensions materially affecting your ability to attend;
- Major transport disruption; or
- Similar circumstances reasonably beyond your control.
Refunds may be considered where completion or rebooking of the service is no longer reasonably practicable.
Please contact us at diagnostics@nowexpress.ph. We may request reasonable supporting information where necessary to assess the request.
7. Where NowExpress or the Partner Laboratory Cannot Provide the Service
If NowExpress, the partner laboratory, or the selected branch is unable to provide the diagnostic service purchased for reasons not attributable to you, we will provide an appropriate remedy.
Depending on the circumstances, this may include:
- Rebooking;
- Replacement with an equivalent diagnostic service;
- Recollection at no additional cost; or
- Refund of the affected service.
Examples include service unavailability, provider cancellation, equipment failure, incorrect endorsement, or another error attributable to NowExpress or the partner laboratory.
Rejected or Insufficient Specimens
If a specimen cannot be processed for reasons not attributable to you, we will arrange an appropriate recollection at no additional cost.
Preparation Instructions
If a test cannot proceed because required preparation instructions were not followed, such as fasting requirements, the matter will be treated as customer-attributable only where the applicable preparation instructions were clearly provided before the appointment.
Doctor-Initiated Changes
If your ordering doctor changes, withdraws, or cancels a diagnostic request before the affected service is performed, NowExpress will assist in applying the amount paid toward an appropriate replacement diagnostic service where available.
If no appropriate replacement can reasonably be provided, the amount attributable to the affected service will be refunded.
Where rebooking or replacement is not reasonably practicable, or where the same provider-side issue prevents completion again after a prior rebooking for that issue, we will provide an appropriate refund for the affected service.
8. Refund Processing
Approved refunds will generally be returned to the original payment method.
We will acknowledge refund requests within two (2) business days and aim to process approved refunds within seven (7) business days, excluding any additional processing time required by your bank, card issuer, payment gateway, or e-wallet provider.
We do not deduct payment gateway or transaction charges from refunds payable under Sections 3, 6, or 7.
9. Packages and Partial Completion
If you purchase a package containing multiple diagnostic tests and only some of the included tests have been completed, the uncompleted components may be assessed individually under these terms.
Where a refund is due for only part of a package, the refundable amount will be determined proportionately based on the package price paid, rather than the individual standalone list prices of the tests.
10. Senior Citizen and PWD Discounts
Eligible senior citizens and persons with disability may avail of applicable statutory discounts and VAT exemptions in accordance with Philippine law and applicable requirements for diagnostic and laboratory services.
A valid qualifying ID and any other legally required documentation must be provided at the applicable stage of the transaction.
Refunds are based on the actual discounted amount paid for the affected service.
11. Pricing
The price confirmed at checkout is the price applicable to your order.
If the partner laboratory changes its price after your purchase, this will not affect the price already confirmed for your order.
If an incorrect price is displayed because of a system, typographical, or pricing error, we will contact you before proceeding with the affected service. You may cancel the affected service for a full refund if the corrected price is not acceptable to you.
12. Laboratory and Procedure Requirements
Diagnostic services remain subject to the operating schedules, test availability, clinical requirements, and applicable procedures of the selected partner laboratory or branch.
Certain services may require:
- Prior branch confirmation;
- A scheduled appointment;
- Specific preparation instructions;
- A doctor's request or prescription; or
- Other clinical or administrative requirements.
If a laboratory requirement that materially prevents the service from proceeding was not disclosed to you before purchase, Section 7 applies.
13. Results and Personal Data
Diagnostic results are released in accordance with the process and turnaround time applicable to the diagnostic service and partner laboratory.
Results may be made available to you through the applicable NowExpress or partner laboratory results channel. Where applicable and authorised, results may also be made available to your ordering healthcare professional.
Your personal and health information is processed in accordance with the Data Privacy Act of 2012 (RA 10173) and the NowExpress Privacy Notice.
The Privacy Notice explains, among other things, what personal information is collected, the purposes for which it is processed, parties with whom it may be shared, applicable retention practices, and how you may exercise your rights as a data subject.
For privacy-related concerns, please refer to the contact details provided in the NowExpress Privacy Notice.
14. Patient Named on the Order
A diagnostic order may only be used by the patient named in the order and is not transferable to another person.
Where the patient is a minor or otherwise requires an authorised representative, the transaction must be completed by an appropriate parent, guardian, or legally authorised representative, subject to applicable requirements.
15. Concerns and Complaints
For concerns regarding your diagnostic order, please contact NowExpress at diagnostics@nowexpress.ph.
We will acknowledge your concern within two (2) business days and aim to provide an outcome within seven (7) business days. If additional investigation or coordination is necessary, we will inform you accordingly.
Nothing in these terms limits or excludes any right or remedy available under applicable Philippine law, including the Consumer Act of the Philippines (RA 7394) and the Internet Transactions Act of 2023 (RA 11967).
You may also raise a consumer complaint with the appropriate government authority, including the Department of Trade and Industry.
16. Changes to These Terms
NowExpress may update these terms from time to time.
Any updated terms will apply only to orders placed on or after the effective date of the updated version. The version applicable to your transaction is the version in effect at the time of purchase.