Payments, Cancellations and Changes

1. Cancellations and refunds

  1. Due to the nature of the services, once the contracting and payment have been made, changes, cancellations and refunds are not possible. However, the user may proceed to cancel the contract, provided that he/she does so before the date and time indicated for the sampling. Once the appointment time has arrived, no cancellations will be possible.

  2. In any case, cancellation of the service before the appointment will result in the following deductions derived from the administrative and processing costs generated:

    • Cancellations made 72 hours before the appointment will not be subject to any deduction for cancellations or changes to the date or service contracted. Changes to appointments or services will be subject to availability.

    • Cancellation between 24 and 72 hours before the appointment, you will be refunded the amount of the contracted service minus 10 euros. In the case of changes, the service may be increased by 5 euros, subject to the availability of the new appointment or service to be contracted.

    • Cancellation less than 24 hours before the appointment, the amount paid will not be refunded. In the case of changes, the service may be increased by 9 euros, subject to the availability of the new appointment or service to be booked.

    • Cancellations made after the date of the appointment will not be entitled to a refund of any amount of the service contracted.

2. Types of results and delivery time of the same

  1. The results issued by the laboratory may be:
    • Concluding: With a positive or negative result.
    • Inconclusive: In this case, which are not frequent, but possible according to the current state of the art, it will be necessary to repeat the analysis by a system of amplification of the sample or even have to repeat the sample. In such cases, the inconclusive result will be communicated and the deadline for delivery of the result will be extended or the user will be required to take a new sample, without the Instituto Médico Madrid being liable in any way.
  2. In circumstances of high demand for services and other causes of a technical or legal nature, these deadlines may be delayed. In this type of case, Instituto Médico Madrid will try to warn the user without any responsibility for the delivery of the results outside the approximate commitment.
  3. In the event that, for whatever reason, if delivery does not take place within 48 hours (72 hours if a weekend is involved) of taking the samples, the responsibility of Instituto Médico Madrid will be limited to the refund of the amount of the test contracted by the user or the repetition of the test on a different date.
  4. In any case when the delay occurs in such a way that the contracted service corresponds to an urgent test and is delivered within the time limits of a less urgent service, the amount to be refunded will be the difference between the contracted service and the service provided.
  5. In the event that, due to demand, the results can be delivered in a shorter period than the contracted period, Instituto Médico Madrid does not assume any commitment to deliver the results in the future in periods other than those expressed.

3. Method of delivery of the tests

  1. Instituto Médico Madrid will send the results mainly by e-mail to the e-mail address designated by the user at the time of contracting the service, with Instituto Médico Madrid’s obligations being understood to have been fulfilled by sending the results to the aforementioned e-mail address.

  2. For the purposes of proof of sending and delivery of the results, the date and time of sending on the e-mail servers of Instituto Médico Madrid will be taken as a reference.

  3. Instituto Médico Madrid will not be held responsible for any failure to receive the results sent or for any late receipt due to the reasons expressed below:

    • Failures in the networks, connections and/or servers used by the user.

    • Due to reception, security or operating policies established by the owners of the networks and services where users have their e-mail accounts.

    • Due to restriction programmes, antivirus or rules for the reception of their e-mails.

    • Due to the user having exceeded the reception capacity of their e-mail.

    • Due to the erroneous introduction of the user’s e-mail address when contracting the service.

    • By erroneous introduction of user data in clinic, the user will be solely responsible for the data entered, being obliged to check and verify these data, including email, exempting from any responsibility Medical Institute Madrid for any errors that may be made in this process.

  4. Instituto Médico Madrid will not send any test results to e-mail addresses other than those included in the user registration, unless the client sends their DNI, NIE or Passport together with the request for change of e-mail account for the reception of the test results, duly signed and whose signature coincides with the document presented.

  5. In the event that the results of any test are positive for Covid-19, the laboratory, in compliance with current regulations, must make an urgent mandatory declaration to the epidemiological surveillance services of Public Health of the Autonomous Regions, in order to apply the public health protocols of the Ministry of Health.

  6. It is expressly stated that in the case indicated in point e, the user is legally obliged, as a matter of urgency, to contact the Public Health Services in order to receive any instructions they may have regarding prevention and public health.

  7. Under no circumstances will Instituto Médico Madrid or the laboratories contracted for this purpose assume any obligation to interpret or study the certificates or results of the analyses, or to prescribe treatment or any medical, sanitary or clinical act, ending their service with the delivery of the same.

4. Service hours and change of clinics of attention

  1. Instituto Médico Madrid, due to high demand for services and other technical reasons, may change the clinic where samples are collected within the same locality. Instituto Médico Madrid will give at least 12 hours’ notice of these changes.

  2. Instituto Médico Madrid will not be responsible for any delays that may occur in relation to the appointment assigned for sample collection, due to high demand for the service, and/or other technical causes that may arise.

5. Customer service - Complaints

  1. Instituto Médico Madrid has set up the e-mail address for customer service, and does not deal with e-mails that are not previously registered in its databases of clients and users of its service, nor does it deal with complaints through other procedures.

  2. Instituto Médico Madrid will try to deal with complaints as quickly as possible and will proceed to study them, responding to those that have been formulated in this way.