Refund policy
Last updated: September 15, 2026
This policy applies to purchases of preventive check-up packages, follow-up consultations and services offered by Vilab. When you request a refund, we will review the status of your purchase, the services already coordinated and the expenses generated up to that point.
Vilab may refund all or part of the amount paid when the service has not been completed or when appropriate under these terms. For cancellation or refund requests initiated by the customer for reasons not attributable to Vilab, the amount refunded will be calculated by deducting the expenses actually incurred, paid or committed by Vilab at the time it receives your refund request.
These expenses may include, among others, non-recoverable payment gateway fees, laboratory costs, medical fees, coordination costs, reservations with providers and any other expense directly related to the preparation or delivery of the contracted service.
This policy does not limit the non-waivable rights that consumers have under applicable law. If a service is not provided, is provided deficiently or there is another cause attributable to Vilab, we will review the request in accordance with the law and the rights that apply in that case.
If you request a refund before samples have been taken, tests performed, results issued or the consultation held, we will assess whether any expenses have actually been incurred. Where no expenses apply, a full refund may proceed; where they do, the remaining balance will be refunded after deducting them.
If the service has already been started, coordinated with providers, partially processed or completed, the refund may be partial or may not proceed, depending on the expenses and service acts already carried out at the time of the request. In all cases, Vilab will report the applicable calculation before closing the request.
To start a request, email us at [email protected] or call +52 814 315 3820 with your name, contact details, the package purchased and the reason for the request. We will review your case and reply within up to 10 business days.
When a refund applies, it will preferably be made to the same payment method used for the purchase. The time it takes to appear may depend on Openpay, the issuing bank or the relevant financial institution.
