LABExpress Terms and Conditions for Diagnostic Services

CONFIDENTIALITY

LABExpress is an independent testing laboratory. We maintain strict confidentiality of all client information in compliance with Philippine laws, particularly Republic Act No. 10173 (Data Privacy Act of 2012). Patients consent to the collection, processing, and storage of their data for diagnostic purposes upon availing our services.

QUOTES FOR TESTING SERVICES

Custom quotes are required for most sample submissions. These are promptly issued by LABExpress Service Coordinators upon completion of the online questionnaire. Quotes are valid for seven (7) calendar days from issuance.

PAYMENT POLICY

LABExpress requires full advance payment for services rendered. Payment must be made no later than the scheduled appointment for Home Service or before sample processing for Walk-in clients. Accepted modes are E-Wallet, Bank Transfer, and Credit Card. Proof of payment is verified via our secure portal through our payment processor. VMPs or any LABExpress staff performing Home Service are not authorized to accept cash payments. Walk-in clients may pay in cash at the clinic reception.

For Outsourced or Institutional clients, billing arrangements and payment terms are governed by separate partner agreements.

REFUND POLICY

Cancellations made at least 24 hours prior to a scheduled Home Service or Premium Walk-in appointment are eligible for a refund, processed through the original payment method within five (5) business days. Refunds are not applicable for No-Shows or cancellations made within 24 hours of the scheduled time. Outsourced clients must follow their internal rescheduling protocols with LABExpress.

CANCELLATION, NO-SHOW, AND REBOOKING

Advance Cancellation: Must be made at least 24 hours prior to the scheduled service. Cancellations made less than 24 hours in advance are not eligible for refund or rebooking.

No-Show Policy: A No-Show includes, but is not limited to, instances where the patient is not present at the service location, cannot be contacted, refuses to respond, provides an incomplete or inaccurate address that makes it impossible to locate the residence, or otherwise fails to make themselves available within the scheduled window. In such cases, the appointment is marked as completed and all fees are forfeited.

Failed Extractions:

• If caused by uncontrollable factors (e.g., dehydration, poor veins), a free rebooking is allowed.

• If caused by patient’s inability or refusal to cooperate, the service is marked completed, and rebooking requires a new payment.

Rebooking Requirements: Must be requested at least 24 hours in advance and rescheduled within 30 days. Multiple rebookings are not allowed.

SPECIMEN COLLECTION & VALIDITY

The Visiting Medical Professional (VMP) will wait up to 30 minutes for the collection of stool, urine, or similar specimens during Home Service. Patients are advised to prepare these in advance.

For Walk-in and Outsourced clients, specimens must be properly labeled and submitted per provided guidelines:

• Blood specimens are kept for a maximum of 7 days.

• Urine and stool samples must be submitted within 2 hours of collection or as advised by LABExpress.

COVID-19 AND HEALTH DISCLOSURE

LABExpress is a Non-COVID Facility. Patients who are COVID-positive or suspected must not book Walk-in or Home Services. Outsourced clients are responsible for pre-screening patients prior to sample collection. Failure to disclose positive status will result in cancellation without refund and may trigger reporting to authorities.

FORCE MAJEURE AND EXTERNAL FACTORS

• Patient-Initiated Cancellations due to weather, emergencies, or personal reasons remain subject to standard rebooking and refund policy.

• LABExpress-Initiated Cancellations due to weather, disasters, or government restrictions will be rescheduled at no extra cost.

• Force Majeure Clause: LABExpress shall not be held liable for delays or failure to perform due to events beyond our control, including natural calamities, pandemics, transport disruptions, or cyberattacks.

SAFETY AND SECURITY

LABExpress prioritizes the safety of its personnel. The Visiting Medical Professional (VMP) or in-clinic staff reserves the right to immediately terminate the service if any of the following are observed:

• Hostile or unsafe environments

• Presence of undisclosed infectious diseases

• Unsanitary or cluttered service areas

• Any form of threat, verbal abuse, or attempts at video shaming

If the service is terminated due to any of the above, LABExpress shall not be obligated to refund any amounts paid, and reserves the right to report the incident to authorities where applicable.

Home Service clients must provide a clean, safe, and smoke-free extraction area. Pets must be kept at a safe distance, and all household members must wear masks. Only household members assisting children below 12 may remain within the extraction area.

Any behavior endangering our personnel will be grounds for refusal of future service and may lead to civil and/or criminal action.

RECORDING AND PRIVACY

Recording or photographing LABExpress personnel during service without written consent is strictly prohibited.

TEST FEES AND SPECIAL HANDLING

Fees apply only to routine tests. Additional charges will be incurred for special handling, unusual prep, biohazard disposal, or urgent STAT services (50% surcharge minimum). Fees are subject to change without prior notice based on updated standards or protocols.

RETESTS AND TEST PROCEDURES

Retesting follows our SOP for out-of-specification results. Retests authorized by the client will be billed separately. Testing is conducted using standard protocols (USP, ANSI, etc.), unless client methods are pre-approved.

REPORTING AND DATA USE

Reports are issued via email unless otherwise requested. These reports are solely for client use. No references to LABExpress or use of its reports in media, legal proceedings, or promotional materials may be made without written approval.

SAMPLE RETENTION

Excess samples are discarded after 10 days unless otherwise requested. Return shipping, if requested, is at the client’s expense.

SPECIMEN SUBMISSION BY PATIENT

If the patient or their representative opts to send specimens directly to LABExpress, all shipping and courier costs shall be borne by the sender. Specimens must be properly packed and labeled according to standard biohazard transport protocols. LABExpress reserves the right to reject improperly packed or compromised samples, and any testing delays or rejections due to such issues shall be the sole responsibility of the sender.

OUTSOURCED PARTNER RESPONSIBILITY

For samples and patients handled through third-party or Outsourced Partners, LABExpress shall not be held liable for errors, delays, or failures in sample collection, patient identification, or transport. The referring partner is responsible for ensuring compliance with LABExpress protocols.

In the absence of a formal contract, any Outsourced Partner that refers patients for laboratory services shall be deemed to have committed to settle the costs of such services on behalf of their referred patients. This includes all tests conducted and documented by LABExpress under their name or reference.

WALK-IN CLIENT POLICY

Walk-in clients are served on a first-come, first-served basis unless a prior appointment has been made. Clients are expected to follow all clinic protocols. Aggressive behavior, non-compliance, or threats to staff safety may result in refusal of service.

RECORD RETENTION

All records are kept for one (1) year. Requests for longer retention or raw data copies must be made upon submission and may incur additional charges.

LIMITATION OF WARRANTY AND LIABILITY

LABExpress warrants that all services will be performed with reasonable care, skill, and diligence consistent with generally accepted industry practices and applicable regulations. The exclusive remedy for any proven breach of this warranty is a repeat of the service at no additional cost or a refund of the amount paid, at LABExpress' discretion.

Test results are based solely on the specific sample provided at the time of collection. LABExpress assumes no responsibility for variations in results arising from retesting by other laboratories using different samples, conditions, or methods. Patients and referring professionals are advised that repeat testing on a separate specimen is inherently variable and may not reflect the same clinical findings.

LABExpress makes no other warranties, express or implied, including any warranty of merchantability or fitness for a particular purpose. In no event shall LABExpress be liable for indirect, incidental, or consequential damages. Total liability is strictly limited to the amount paid for the service rendered.

LABExpress makes no other warranties, express or implied, including any warranty of merchantability or fitness for a particular purpose. Test results are specific to the sample provided and are not indicative of other samples or lots. In no event shall LABExpress be liable for indirect, incidental, or consequential damages. Total liability is strictly limited to the amount paid for the service rendered.

INDEMNITY

By availing of LABExpress services, the client agrees to indemnify and hold LABExpress and its staff harmless from any claims, damages, or liabilities arising from misuse of test results, false health declarations, or breach of terms.

RIGHT TO REFUSE SERVICE

LABExpress is a private company and reserves the right to refuse service to anyone, at any time, for any reason consistent with professional and ethical guidelines.

GOVERNING LAW AND DISPUTE RESOLUTION

These terms are governed by the laws of the Republic of the Philippines. Any legal action arising from these terms shall be filed in the proper courts of Las Piñas City.

ACKNOWLEDGMENT

By availing of any service from LABExpress—whether Walk-in, Home Service, or through an Outsourced Partner—the patient or their authorized representative affirms that they have read, understood, and agreed to these Terms and Conditions.

LABExpress reserves the right to update, revise, or modify these Terms and Conditions at any time without prior notice. The most current version will always be available upon request or accessible through official LABExpress communication channels. Continued use of LABExpress services constitutes acceptance of any updated terms. 

LABExpress Data Privacy Policy Statement

At LABExpress, we are committed to safeguarding the privacy and security of our clients' personal and medical information. We collect and process data in compliance with the Data Privacy Act of 2012 and other applicable laws, ensuring that all information is handled with the utmost care and confidentiality.

Our practices include secure storage, controlled access, and strict protocols to protect data against unauthorized use or disclosure. We only collect necessary information to provide accurate diagnostics and lab services, and we do not share your data with third parties without your explicit consent. Your trust is our priority, and we continually strive to uphold the highest standards of data privacy in all our operations.