Refund Policy

AQUALAB – Laboratório Clínico e de Saúde Pública S.A. with its head office in Albufeira, was created in 1992 and, over the years, has experienced enormous growth in its activity, having surpassed all its targets and objectives.

AQUALAB – Laboratório Clínico e de Saúde Pública S.A. is the owner of the domain https://www.aqualab.pt/, where its website is hosted, as well as the services that are available there.

This Refund Policy governs the terms and conditions under which refunds of payments made through this website and associated official sites may be made.

Whenever appropriate, the present terms and conditions may be unilaterally altered by AQUALAB – Laboratório Clínico e de Saúde Pública S.A., therefore we recommend you to read them carefully and periodically.

If you have any questions regarding this Refund Policy, you may contact us by the following means:

E-mail: dep.financeiro@aqualba.pt;

Telephone: +351 289 580 890, and choose 3 for connection to the Financial Department;

Postal address: Quinta da Bellavista, Rua do Estádio, Lote E-4, 8200-127, for the attention of the Financial Department.

1. Payment methods accepted by AQUALAB – Laboratório Clínico e de Saúde Pública S.A. via its website

AQUALAB – Laboratório Clínico e de Saúde Pública S.A. uses the Millennium BCP IT platform P@Y.ME for payment related issues.

The Client may pay for the services provided by AQUALAB – Laboratório Clínico e de Saúde Pública S.A. through one of the following payment methods available on this platform:

Debit or Credit Card (Visa and/or Mastercard)

On the date of payment, information about the service provided and the Customer’s card details will be sent to the bank entity, duly encrypted.

Multibanco (ATM) reference

When the Client chooses to pay in advance for a service to be provided by AQUALAB – Laboratório Clínico e de Saúde Pública S.A., he/she can do it using the Multibanco references. For this, you will receive an email with the details to make the payment in an ATM or Homebanking service. After receiving the payment details, the Customer has 3 (three) days to make the payment. If the payment is not made within this period, the scheduling of the service to be provided by AQUALAB – Laboratório Clínico e de Saúde Pública S.A. will be considered void.

MB WAY: Mobile Payment

The option for this payment method involves access to the MB WAY service through the MB WAY app. The MB WAY app is a software application developed by SIBS FPS, with the necessary authentication, intended for mobile devices with iOS, Android and Windows operating systems, which allows its user to perform the functionalities available in that service.

To use the MB WAY application, it is necessary to link a mobile phone contact, which, once you have opted for this payment method, will be requested by AQUALAB – Laboratório Clínico e de Saúde Pública S.A., at the time of payment. Once the mobile phone number is entered, the Customer must authorize the payment through his/her MB WAY application.

If you have problems paying with the MB WAY Service, please make sure that:

you have your MB WAY account active and the corresponding application installed on your mobile phone;
the mobile number you have entered is the number associated with your MB WAY account;
confirmed the payment in your MB WAY application, within the maximum period of 4 (four) minutes determined for this purpose. After this time limit, the payment request expires and you must repeat the procedure.

For more information about the MB WAY application, please consult: https://www.mbway.pt/. You can also contact the MB WAY customer support team on 217 918 725.

Independently of the payment method adopted, AQUALAB – Laboratório Clínico e de Saúde Pública S.A. will always provide the Client with an invoice-receipt after payment.

Do not make payments to AQUALAB – Laboratório Clínico e de Saúde Pública S.A. by any means other than those specified above. If you do so, AQUALAB – Laboratório Clínico e de Saúde Pública S.A. will not be responsible for the loss of the payment, nor for any other damages that may result thereof.

2. Circumstances under which the Customer may receive a refund

The Client may receive a full refund if he/she has made an advance payment for a service to be provided by AQUALAB – Laboratório Clínico e de Saúde Pública S.A. and this service has not been provided.

The Client may receive a partial refund if the service has been effectively provided but, for some reason, is proven to have been charged more than the amount that should have been charged.

In situations of advanced payment, AQUALAB – Laboratório Clínico e de Saúde Pública S.A. reserves the right to reschedule the service to a date and time to be agreed with the Client.

The Client may also, by his/her own initiative, agree with AQUALAB – Laboratório Clínico e de Saúde Pública S.A. to reschedule the service provision.

As a general rule, in situations where the Client loses interest in the service prior to the date of the appointment, he/she will be entitled to a refund of the amount paid in advance, unless, as a result of this withdrawal, AQUALAB – Laboratório Clínico e de Saúde Pública S.A. has suffered a relevant loss.

3. How to submit a refund request

The client should send the refund request, always accompanied by the invoice and respective proof of payment, to the email dep.financeiro@aqualba.pt.

Once the refund request has been received and assessed, you will be informed of the decision to approve or reject the refund request and, in the case of approval, the amount to be refunded.

When a refund is due, it will be processed by AQUALAB – Laboratório Clínico e de Saúde Pública S.A., which will issue the refund request through the same method that was used to make the payment.

4. Point of reimbursement

Once the refund is approved by AQUALAB – Laboratório Clínico e de Saúde Pública S.A., you will receive an email informing you that the refund has been made.

If you paid by credit card

From the moment AQUALAB – Laboratório Clínico e de Saúde Pública S.A. issues the refund, the amount shall appear on the bank statement within four days. Following the refund order, the subsequent operations are outside the scope and control of AQUALAB – Laboratório Clínico e de Saúde Pública S.A., and the refund destination bank should be contacted.

The refund is made to the credit card and not to the associated bank account. We remind you that the amount will appear on your credit card statement.

If you paid by debit card

From the moment AQUALAB – Laboratório Clínico e de Saúde Pública S.A. issues the refund, the amount must be deposited in the destination bank account within four working days. After the refund, the subsequent operations are beyond the control of AQUALAB – Laboratório Clínico e de Saúde Pública S.A.. The destination bank should be contacted.

If you paid with a Multibanco reference or MB WAY

When payment has been made using Multibanco references or through the MB WAY Service, the refund is made by bank transfer. Therefore, you will be asked for an IBAN when you receive the email with the refund approval decision. Once the IBAN has been sent, the refund will be processed within three working days. As of the refund order, the subsequent operations are outside the control of AQUALAB – Laboratório Clínico e de Saúde Pública S.A., and the refund destination bank should be contacted.

5. What to do if there is a delay in receiving a refund

If you have not yet received your refund, please contact your bank or credit card company, as applicable, as there is a processing time required before a refund is permanently reversed.

If following these steps you do not receive your refund, please contact us by e-mail at dep.financeiro@aqualba.pt or by telephone on 289 580 890.

6. Liability

O AQUALAB – Laboratório Clínico e de Saúde Pública S.A.

will not be responsible for any delays or damages resulting from changes in the information and/or conditions of the P@Y.ME platform and related services mentioned above.

AQUALAB – Laboratório Clínico e de Saúde Pública S.A. will not be responsible for any delays or damages resulting from the non-delivery of analysis results via e-mail when it is proven that the Client has filled in or confirmed his/her email address with a mistake, oversight or typo.

7. Applicable jurisdiction

Portuguese law is applicable to this Refund Policy and all disputes arising in connection with this policy, including its validity, the use of this website or any purchase in the same.

In case of dispute regarding the interpretation or execution of the present Refund Policy, the competent court of jurisdiction is, by mutual agreement, the District of Albufeira, with express waiver of any other.

Albufeira, 24 March 2022

The Administrative Board,