Terms & Conditions, Cancellation and Refund Policy

1. Scope and Acceptance of Services

• Services are provided as per the quotation issued to the customer, which states the samples, test parameters, test methods and price.
• An order is confirmed when the customer accepts the quotation, issues a purchase order, and/or makes the payment.
• Testing starts only after the laboratory has received the samples in acceptable condition along with the required information.

2. Payment Terms

• For new customers and online payments, 100% advance payment is required, as stated in the quotation. Credit terms, where agreed in writing, are as per the quotation or invoice.
• Prices are exclusive of GST, which is charged at the applicable rate.
• Payment can be made by bank transfer (NEFT/RTGS), cheque, or through our online payment gateway (Razorpay).
• A tax invoice is issued for every order. Reports may be held until payment is received in full.

3. Samples

• Samples are drawn and sent by the customer unless the quotation says otherwise. Results apply only to the samples as received.
• The customer is responsible for correct labelling, quantity and packaging of the samples.
• Samples may be used up during testing. Remaining samples are kept for 30 days or more after the report is issued, unless agreed as per regulatory requirements.

4. Turnaround Time and Delivery of Reports

• Turnaround time is counted from the receipt of acceptable samples. Quoted timelines are indicative, and delays caused by incomplete information, repeat testing or events beyond our control are not treated as non-delivery.
• The service is considered delivered once the Certificate of Analysis is issued and sent to the customer's registered email address.
• Every report carries a unique report number and, for accredited tests, an NABL ULR number and a QR code for online verification.

5. Cancellation Policy

• The customer may cancel an order before the samples are received at the laboratory, by writing to us at [email protected].
• Once the samples have been received and analysis has started, the order cannot be cancelled, because laboratory time, reagents and sample material have already been used.
• Changes to the test parameters after analysis has started are treated as a new order.

6. Refund Policy

• If an order is cancelled before the samples are received, the advance paid is refunded in full, less any payment gateway charges.
• If the laboratory is unable to perform a test for a reason on our side, the amount for that test is refunded.
• No refund is made after the analysis has started, or after the report has been issued.
• Approved refunds are made to the original payment method within 7–10 working days of approval.
• Any concern about a report should be raised within 5 days of receiving it, by writing to [email protected]. We will review it and respond, including a re-test where it is justified.

7. Confidentiality

• Test results and customer information are kept confidential and are not shared with third parties without the customer's written consent, except where required by law.

8. Limitation of Liability

• The total liability of the laboratory is limited to the invoice amount.
• Reports refer only to the samples tested and the parameters listed. Endorsement of any product is neither given nor implied.
• Reports may not be reproduced in part, or used for advertising, without our written permission.

9. Disputes and Jurisdiction

• Customers are requested to contact us first to resolve any concern; we aim to respond within 2 working days.
• All disputes are subject to the jurisdiction of the courts at Delhi, India.

10. Contact

11. Use of Website

You may use our website for lawful purposes only. You agree not to:

• Use the website in any way that violates applicable laws or regulations in India or internationally
• Transmit unsolicited commercial communications or spam
• Attempt to gain unauthorised access to any part of the website or our systems
• Scrape, crawl, or systematically extract data from the website without our written permission
• Reproduce, distribute, or modify website content without prior written consent
• Impersonate Auriga Research, our employees, or any other person or entity

We reserve the right to restrict or terminate access to the website for any user who violates these Terms.

12. Intellectual Property

All content on this website — including text, graphics, logos, images, data compilations, and software — is the property of Arbro Pharmaceuticals Private Limited – Analytical Division or its content suppliers and is protected by applicable intellectual property laws. The Auriga Research and Arbro names, logos, and associated brand elements are trademarks of Arbro Pharmaceuticals Private Limited.

Nothing in these Terms grants you any right to use our intellectual property for commercial purposes without prior written permission. Educational and non-commercial references to our services with appropriate attribution are permitted.

Test methods, SOPs, and analytical procedures developed by us remain our exclusive intellectual property. Where we develop custom methods for a customer under a specific agreement, ownership terms are specified in that agreement.

13. Amendments to These Terms

We reserve the right to modify these Terms at any time. Updated Terms will be posted on this page with a revised effective date. Continued use of our website or services after changes are posted constitutes acceptance of the updated Terms.

Customers with existing service agreements will be notified of any material changes that affect their ongoing engagements.