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Refund policy

Exchanges and feedback

In-store and online shopping

At Clinique Omicron, we make exchanges and returns easy for our customers. Whether in-store or for online purchases, products can be returned or exchanged within 7 days. It is important that products are returned in their original, unused and unsealed condition. For in-store returns, please present your receipt and packing slip. For returns by mail, follow the instructions specified on our website. A restocking fee of 10% applies to non-defective returns. Our aim is to make the returns process as simple and convenient as possible for our customers.

Reimbursements and expenses

Our refund policy at Clinique Omicron is designed to be fair while protecting the interests of the clinic. Initial shipping charges will be deducted from the refund, except in cases where the product is defective or the error is on our part. In these cases, we will issue a full refund, including shipping costs. For late payments, late payment charges apply, at the rate of 3% per month on amounts due. In the event of payment being refused on the grounds of insufficient funds, additional charges, in accordance with legislation, will be levied. Our aim is to be fair to our customers while ensuring the clinic's financial viability.

Laboratory tests

At Clinique Omicron, we guarantee the quality of the laboratory tests we carry out in partnership with our affiliated laboratories. In the event of laboratory rejection or a problem with the test, we undertake to repeat the test at no extra cost to the customer. However, test fees will not be refunded in the following cases:

  • Billing receipt already received : If the customer has already received a billing receipt and paid the laboratory test invoice, the fee cannot be refunded.
  • Sampling services already rendered: If sampling services have already been rendered, the fee cannot be refunded, even if the test is repeated.

Clinique Omicron and its partner laboratories cannot be held responsible for laboratory errors resulting from factors beyond our control, including, but not limited to, human error in the laboratory, sample transport conditions, and incidents of force majeure. By agreeing to have laboratory tests performed by Clinique Omicron, the customer acknowledges and accepts the full terms of this policy, including limitations on reimbursement and disclaimers.

Choice of private or public laboratories

Clinique Omicron customers can choose between having their samples analyzed by our private laboratory partners or by public laboratories. Here are the conditions applicable to each option:

  • Doing business with Clinique Omicron:
    - Private laboratories: Clinique Omicron handles the entire process, including sample collection, transport and analysis by our private laboratory partners.
    - Transport to public laboratories: Clinique Omicron can also arrange for samples to be transported to public laboratories. A single fee, including material and travel costs, is charged for these services. The availability of these appointments is subject to our ability to process samples on a daily basis in collaboration with our partner hospital. 
  • Customer support :
    - If the customer chooses to manage the transportation of his samples to a public laboratory, he assumes full responsibility for this transportation. Consequently, Clinique Omicron, its employees and partners cannot be held responsible for any problems, damage, loss or refusal of samples by the public laboratory resulting from this transportation.
Appointment policy at Clinique Omicron

At Clinique Omicron, we recognize that the unexpected is part of life. In order to reconcile flexibility for our patients and optimal management of our availability, we have adjusted our appointment policy. Here are the details of our revised policy:

Cancellations and modifications :

For clinic appointments : All changes or cancellations must be made at least 24 heures in advance to avoid charges. Cancellations made less than 24 hours prior to the appointment will incur a cancellation fee of 50% of the cost of the scheduled service. In the event of a no-show without prior notice, full payment for the service will be required.

For online appointments : The same rules apply. However, given the flexible nature of online services, we encourage patients to inform us as soon as possible of any changes, to free up the time slot for other patients.

For home care : Due to the planning and resources involved, home care cancellations must also be notified at least 24 hours in advance. Late cancellations or no-shows will result in a charge of 50% of the expected cost of the service.

Refund Processing Times : When a claim is submitted, Clinique Omicron is committed to processing it efficiently, within 5 to 10 business days. This allows us to ensure that each claim is reviewed carefully and in accordance with our rigorous internal procedures. This reflects our dedication to maintaining a high standard of financial management and integrity, while ensuring that funds are returned to our customers in a secure and orderly manner. The processing period encompasses several essential steps, including checking the eligibility of the claim against our refund policy, confirming payment details, and ensuring that the refund meets financial security standards.

We are aware that exceptional circumstances may prevent adequate advance notice. In such cases, we are committed to examining each situation on a case-by-case basis to provide the necessary flexibility, while taking into account the needs of our patients and the clinic.

This policy is subject to change without notice, while complying with the laws and regulations in force in Quebec. Our goal is to satisfy our customers while ensuring the continuity and efficiency of our healthcare services.