mLAB LIMS Shipping and Exchange Policy
Last Updated: February 24, 2026
Introduction
This Shipping and Exchange Policy outlines the terms under which mLAB LIMS delivers access to our Laboratory Information Management System services and addresses exchanges of subscription plans. mLAB LIMS ("mLAB", "we", "us", or "our") provides software-as-a-service (SaaS) solutions, and as such, we do not ship physical goods. Instead, this policy explains how we provision access to our services, the timeline for service delivery, and how exchanges between different subscription plans are handled. Please read this policy carefully before subscribing to our services. By purchasing or using any mLAB LIMS subscription, you acknowledge that you have read, understood, and agree to be bound by this Shipping and Exchange Policy. mLAB LIMS is a product of Mplus Systems, and this policy applies specifically to mLAB LIMS subscriptions. For users in India, this policy is governed by the laws of the Republic of India, including the Indian Contract Act, 1872, the Information Technology Act, 2000, the Consumer Protection Act, 2019, and applicable rules and guidelines issued by the Government of India.
Nature of SaaS Service Delivery
As mLAB LIMS is a software-as-a-service (SaaS) product, there are no physical goods to ship. Upon subscription, you receive access to our cloud-based Laboratory Information Management System through secure login credentials. The service is delivered electronically over the internet, and no tangible products are dispatched, transported, or delivered to any physical address. This policy therefore addresses the provisioning of service access, the timeline for activation, and the process for exchanging one subscription plan for another. All references to "delivery" in this policy refer to the electronic provisioning of service access, not the shipment of physical items.
Service Activation and Access Delivery
Upon successful completion of your subscription purchase and payment confirmation, your mLAB LIMS account is typically activated within a few minutes. In most cases, access is provisioned immediately, and you will receive an email confirmation containing your login credentials or instructions for setting up your password. This email is sent to the address provided during registration. In some cases, such as when additional verification is required or for enterprise subscriptions with custom configurations, activation may take up to twenty-four (24) hours. If you have not received access within this timeframe, please check your spam or junk mail folder, and if the issue persists, contact our support team at support@mlablims.com. For enterprise customers requiring custom setup, data migration, or integration with existing systems, the activation timeline may be longer and will be specified in your separate enterprise agreement. Service activation is considered complete when you receive confirmation email and can successfully log into your mLAB LIMS account using the provided credentials.
Delivery Timeline for Service Access
The standard delivery timeline for mLAB LIMS service access is as follows. For self-service subscriptions purchased through our website with credit card, UPI, or other immediate payment methods, access is delivered instantly upon payment confirmation, typically within five to ten minutes. For subscriptions requiring manual invoice generation and payment via NEFT, RTGS, or IMGS bank transfer, access is delivered within twenty-four (24) hours of payment confirmation and clearance of funds. For enterprise subscriptions requiring custom configuration, the delivery timeline will be specified in your enterprise agreement and may range from two to ten business days depending on the complexity of setup. For free trial access, delivery is instantaneous upon completion of the trial registration form. For government customers in India requiring special documentation or compliance with public procurement procedures, delivery timelines may be extended and will be communicated separately. In all cases, you will receive email notifications at each stage of the activation process, from payment confirmation to access provisioning.
Failed or Delayed Service Delivery
In the unlikely event that service delivery is delayed beyond the timelines specified in this policy, please contact our support team immediately. We will investigate the delay and work to resolve the issue promptly. If service delivery fails entirely and we are unable to provision access within seven (7) days of payment confirmation due to reasons attributable to mLAB LIMS, you may request a full refund of the amount paid. This refund will be processed in accordance with our Cancellation and Refund Policy. Delays caused by factors beyond our reasonable control, including but not limited to payment gateway issues, bank processing delays, incorrect information provided by you, or force majeure events, do not entitle you to refunds, and we will work with you to complete service delivery as soon as practicable. For Indian customers, we comply with the Consumer Protection Act, 2019 requirements regarding timely delivery of services, and any material delay that constitutes a deficiency in service may entitle you to remedies under that Act.
Service Access Credentials and Security
Upon successful activation, you will receive access credentials that may include a username, temporary password, and login URL. You are responsible for maintaining the security of your access credentials and for all activities that occur under your account. You must notify us immediately of any unauthorized use of your account or any other breach of security. We recommend that you change any temporary password immediately upon first login and use strong, unique passwords that are not used for other services. Access credentials are delivered via email to the address you provided during registration. For security reasons, we do not send passwords or login information via SMS or other unencrypted channels. If you believe your access credentials have been compromised, you can reset your password through the login page or contact support for assistance.
Service Exchange: Changing Subscription Plans
mLAb LIMS allows you to exchange your current subscription plan for a different plan as your laboratory needs evolve. This is referred to as a subscription plan exchange. You may exchange your plan by upgrading to a higher-tier plan with additional features or higher usage limits, or downgrading to a lower-tier plan with fewer features or lower usage limits. All exchanges are processed through your account dashboard or by contacting our support team. Exchanges are subject to the terms of our Cancellation and Refund Policy regarding prorated credits and billing adjustments. When you exchange your plan, you retain access to all your existing laboratory data, though some features may become unavailable if you downgrade to a plan that does not include those features.
Upgrading to Higher-Tier Plans
When you upgrade to a higher-tier plan, the exchange takes effect immediately upon processing. You gain access to the additional features and increased limits of the higher-tier plan as soon as the upgrade is completed. As described in our Cancellation and Refund Policy, we apply a prorated credit for the unused portion of your current plan toward the cost of the upgraded plan for the remainder of your billing cycle. For example, if you have a Basic plan costing ₹5,000 per month and you upgrade to a Professional plan costing ₹10,000 per month halfway through your monthly billing cycle, you will receive credit for the remaining half-month on your Basic plan (₹2,500) applied to the prorated cost of the Professional plan for that same half-month (₹5,000), resulting in an immediate charge of ₹2,500. Your next billing cycle will reflect the full cost of the Professional plan. Upgrades are irreversible for the current billing period, meaning you cannot downgrade back to your previous plan and receive a further refund within the same billing cycle.
Downgrading to Lower-Tier Plans
When you downgrade to a lower-tier plan, the exchange takes effect at the start of your next billing cycle. You continue to have access to the features and limits of your current plan until the end of your current billing period, after which your access is adjusted to match the downgraded plan. Downgrades do not entitle you to refunds for fees already paid, even if you downgrade early in your billing cycle. Before downgrading, you must ensure that your usage will be within the limits of the lower-tier plan and that any data requiring features only available in your current plan is exported or otherwise managed, as those features may become inaccessible after the downgrade takes effect. For example, if your current plan includes advanced NABL compliance reporting features and you downgrade to a plan that does not include these features, you will lose access to those reports at the start of the next billing cycle, though any previously generated reports remain accessible. We recommend that you review the feature comparison chart on our website before requesting a downgrade.
Plan Exchanges for NABL-Accredited Laboratories
For laboratories operating under NABL accreditation in India, plan exchanges require special consideration. If you are considering downgrading from a plan that includes features essential for your NABL compliance, such as enhanced audit trails, electronic signature capabilities, or specific reporting formats required by NABL assessors, you must ensure that your laboratory's quality management system and NABL accreditation scope can accommodate the change. We recommend consulting with your NABL accreditation consultant or quality manager before requesting a downgrade that might impact your compliance status. If you need to upgrade to access additional features for NABL compliance, our support team can assist in ensuring a smooth transition with minimal disruption to your accredited activities. In some cases, we may offer custom enterprise plans specifically designed for NABL-accredited laboratories that include all necessary compliance features, and exchanges to or from these plans are handled on a case-by-case basis through our enterprise sales team.
Multi-Year Subscription Exchanges
If you have purchased a multi-year subscription with a prepaid commitment, plan exchanges are handled differently. For multi-year subscriptions, downgrades are not permitted during the committed term unless accompanied by a corresponding adjustment to the commitment period or payment of applicable fees. Upgrades are permitted at any time, with prorated credits applied based on the remaining value of your multi-year commitment. For example, if you have a three-year subscription and upgrade after one year, we will calculate the remaining value of your original subscription and apply it toward the upgraded plan for the remaining two years, with any difference billed immediately. All multi-year subscription exchanges must be processed through our enterprise sales team rather than through self-service channels to ensure proper contract management.
Exchange Limitations and Restrictions
Certain limitations and restrictions apply to plan exchanges. You may not exchange plans more than twice in any thirty-day period. Exchanges that result in a lower-tier plan may cause loss of access to certain historical data if that data requires features only available in higher-tier plans, though the data itself remains stored and can be accessed again if you later upgrade. Exchanges are not permitted for accounts that are suspended or under investigation for violation of our Terms of Service. Exchanges initiated within seven days of account termination or during the grace period following cancellation are subject to additional review. Promotional or discounted plans may have specific exchange restrictions communicated at the time of purchase. If you are uncertain whether an exchange is appropriate for your laboratory, please contact our support team for guidance before proceeding.
Technical Support During Plan Exchanges
During the plan exchange process, our technical support team is available to assist with any questions or issues. We recommend that you schedule significant plan changes, particularly downgrades that may affect feature access, during regular business hours when support is readily available. Our support team can help you understand the implications of the exchange, verify that your data will be preserved appropriately, and assist with any configuration changes needed after the exchange. For laboratories with active NABL assessments or inspections planned, we recommend postponing non-essential plan changes until after the assessment to avoid any confusion or disruption. If you experience any technical issues immediately following a plan exchange, please contact support immediately for assistance.
Service Unavailability and Downtime
While mLAB LIMS strives to maintain high availability, from time to time the service may be unavailable due to maintenance, upgrades, or unforeseen technical issues. Scheduled maintenance is typically performed during low-usage periods and announced in advance through in-app notifications or email. Unscheduled downtime may occur due to technical emergencies or factors beyond our control. Such service unavailability does not constitute a failure of delivery under this policy, as service delivery is considered complete upon initial provisioning of access. However, if service unavailability becomes excessive or persistent, you may have rights under our Service Level Agreement (SLA) which is available upon request for enterprise customers. For standard subscriptions, service unavailability does not entitle you to refunds or exchanges beyond those specified in our Cancellation and Refund Policy.
Data Migration and Import Services
For customers migrating from other laboratory information management systems or from manual processes, mLAB LIMS offers data migration and import services. These services are considered professional services separate from the subscription itself and may involve additional fees. The timeline for data migration depends on the volume of data, its format, and the complexity of the migration. Upon engagement, we will provide a estimated timeline for completion of the migration. Data migration services are delivered electronically, with migrated data becoming accessible in your mLAB LIMS account upon completion. If you have contracted for data migration services, successful delivery is considered complete when the migrated data is verified and accessible in your account. Any issues with data migration should be reported within seven days of completion to be eligible for correction at no additional charge.
Customer Responsibilities for Service Delivery
To ensure successful service delivery, you are responsible for providing accurate and complete information during registration, ensuring that you have the necessary hardware, software, and internet connectivity to access mLAB LIMS, providing timely payment of all applicable fees, responding promptly to any requests for additional information needed to complete your account setup, and designating appropriate personnel to manage your account and receive communications from us. Failure to meet these responsibilities may delay service delivery, and such delays do not entitle you to refunds or compensation. For Indian customers, providing accurate GST information is essential for proper invoicing, and incorrect GST details may result in delays in service activation or issues with input tax credit claims.
Force Majeure
mLAB LIMS shall not be liable for any delay or failure in service delivery resulting from causes outside our reasonable control, including but not limited to acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, strikes, or shortages of transportation facilities, fuel, energy, labor or materials, failures of telecommunication networks, or government orders or restrictions. In the event of a force majeure event, service delivery timelines will be extended for a period equal to the duration of the force majeure event. If a force majeure event continues for more than thirty (30) days, either party may terminate the affected subscription without liability, and we will provide a pro-rata refund of any prepaid fees for the period after the effective date of termination.
Communications Regarding Service Delivery
All communications regarding service delivery, including activation confirmations, setup instructions, and support responses, will be sent to the email address associated with your account. It is your responsibility to ensure that this email address remains current and that emails from mLAB LIMS are not blocked by spam filters. We may also communicate with you through in-app notifications upon login. For critical communications regarding service delivery issues, we may attempt to contact you by phone if you have provided a phone number, though this is not guaranteed. You consent to receive electronic communications from us regarding your subscription and service delivery.
Consumer Rights Under Indian Law
Nothing in this policy limits your rights as a consumer under the Consumer Protection Act, 2019. If you are a consumer as defined under the Act, you are entitled to seek remedies for delayed delivery of services or deficiencies in service. The delivery of SaaS services is considered a service under the Act, and any material delay in providing access after payment may constitute a deficiency in service. If you believe that mLAB LIMS has failed to deliver services within a reasonable timeframe, you may file a complaint with the appropriate consumer dispute redressal forum. We are committed to resolving consumer complaints amicably through our internal grievance redressal process before proceeding to formal dispute resolution. The limitation period for filing consumer complaints is two years from the date of the cause of action under the Consumer Protection Act, 2019.
Grievance Redressal Mechanism for Delivery Issues
In compliance with the Information Technology Act, 2000 and the Consumer Protection Act, 2019, mLAB LIMS has established a grievance redressal mechanism for addressing customer complaints regarding service delivery and access issues. If you have any grievance regarding the delivery of service access, delays in activation, or issues with plan exchanges, you may contact our Grievance Officer at the following details:
If your grievance is not resolved satisfactorily, you may seek further remedies under the Consumer Protection Act, 2019, including filing a complaint with the National Consumer Helpline or the appropriate consumer dispute redressal forum.
Modifications to This Policy
mLAB LIMS reserves the right to modify this Shipping and Exchange Policy at any time. We will provide notice of material changes through email to account administrators, in-app notification upon login, and/or notice on our website. Modifications become effective upon your use of mLAB LIMS subsequent to publication of such modification, or as otherwise specified in the notice. If you do not agree to the modified policy, you must stop using mLAB LIMS and terminate your account before the changes take effect. Your continued use of mLAB LIMS after the effective date of any modification constitutes your acceptance of the modified Shipping and Exchange Policy. The "Last Updated" date at the top of this policy indicates when it was most recently revised.
Governing Law and Jurisdiction
This Shipping and Exchange Policy shall be governed by and construed in accordance with the laws of the Republic of India. Any disputes arising out of or in connection with this policy, including any questions regarding service delivery or plan exchanges, shall be subject to the exclusive jurisdiction of the courts in [City, State], India. For consumers, nothing in this clause limits your right to approach consumer dispute redressal forums under the Consumer Protection Act, 2019.
Contact Information
For questions regarding service delivery, access issues, or plan exchanges:
mLAB LIMS Customer Support Email: support@mlablims.com Support Portal: https://support.mlablims.com
Grievance Officer Email: grievance-officer@mlablims.com
Parent Company Mplus Systems Website: https://www.mplussystems.com
This document is for informational purposes only and does not constitute legal advice. mLAB LIMS is a product of Mplus Systems. As a SaaS product, no physical goods are shipped. This policy addresses electronic service delivery and subscription plan exchanges only.
Last reviewed for compliance with Indian laws including the Consumer Protection Act, 2019, Information Technology Act, 2000, and NABL requirements: February 24, 2026
Last updated: February 24, 2026