Refund & Cancellation Policy (Website)​

Effective Date: 01 Dec 2025

This Refund Policy applies to online payments made on

https://spmediforthospital.com/

(or Hospital-authorized payment links) for eligible services.

1. Scope

Refunds may apply to:

• Consultation / appointment booking fees (if collected online)
• Health check packages booked online
• Any other pre-paid service explicitly marked as refundable at the time of purchase

This Policy does not cover:

• In-hospital billed services after consumption (tests performed, procedures done, admissions, pharmacy)
• Third-party payments not collected by the Hospital (unless stated)

2. Cancellation by Patient

A. Consultation / Appointment Fees

If you cancel before the scheduled appointment time, you may be eligible for a refund as below:

• Cancellation ≥ 24 hours prior:
  Full refund (excluding payment gateway charges if applicable)
• Cancellation < 24 hours prior or no-show:
  No refund, unless cancellation is due to a documented emergency and approved at Hospital discretion

B. Health Check Packages

• Cancellation within 48 hours of payment and before sample collection /
  consumption of service: eligible for refund (may include cancellation / admin charges)
• Cancellation after sample collection or service initiation: No refund

These timing concepts mirror common hospital and clinic refund practices internationally,
including defined processing windows and exceptions for operational constraints.

3. Rescheduling

Where rescheduling is allowed:

• You may reschedule once at no extra charge if requested ≥ 24 hours before the appointment
• Further reschedules may attract an admin fee or be treated as cancellation

4. Cancellation / Reschedule by Hospital

If the Hospital cancels or reschedules due to doctor unavailability, emergencies, technical
issues, or force majeure, you may choose:

• A rescheduled slot, or
• A full refund of the booking amount (excluding third-party gateway charges, where applicable)

5. Refund Method & Processing Time

• Refunds are processed back to the original mode of payment or via bank transfer (NEFT / IMPS) as per operational feasibility
• Approved refunds are typically processed within 7–10 business days, subject to bank or payment gateway timelines

6. How to Request a Refund

Email [Insert refunds email] with the following details:

• Patient name and registered mobile number
• Transaction ID / receipt
• Service booked and appointment date/time
• Reason for cancellation or refund request

7. Fraud Prevention

The Hospital reserves the right to refuse refunds for suspected fraudulent transactions,
misuse, repeated cancellations, chargeback abuse, or violation of Terms.

Refund Policy – Online Payment Failure (for Mobile)

In the event of an online payment failure where the customer’s bank account is debited, the Hospital shall not be held accountable for the financial loss at that stage. The customer is required to contact the respective bank through which the transaction was made to resolve the issue.

If the customer wishes to attempt the payment again, it is advisable to initiate the next payment only after a minimum delay of 15 minutes and after clearing all browser cookies.

In cases where the customer’s account is debited with the appointment or tele-consultation charges, but the payment confirmation is not received by the Application from the payment gateway, the user will not receive an appointment confirmation. The debited amount will be credited back to the customer’s account based on the terms and conditions agreed upon between the customer’s bank and the payment gateway.

If the bank confirms that payment was successfully made to the payment gateway but the user does not receive confirmation in the Application, the user may contact us at info@spmedifort.com. Upon request, the Hospital may validate the payment status with the payment gateway on the user’s behalf and respond based on the information received.

Subject to verification and satisfaction regarding the genuineness of the claim, the refund shall be processed as per the terms and conditions between the customer’s bank and the payment gateway. The Hospital does not guarantee a specific timeline for the credit of such refunds.

Under no circumstances shall the Hospital be obligated to provide alternate appointments for tele-consultation or consultation at Hospital premises in case of payment failure. The Hospital shall also not be liable for any inconvenience caused due to SMS delivery failure or transmission issues.

Charges

The Application provides registered users with the facility to pay Hospital bills. The types of bills eligible for payment through the Application are determined by the Hospital and may be modified from time to time at the sole discretion of the Hospital.

The Hospital may or may not collect online convenience charges in addition to the bill amount. However, irrespective of whether such charges are collected from the customer, the Hospital shall be responsible for paying applicable charges to the payment gateway. The policy on charging online convenience fees may change from time to time.

For mobile App–based appointments at Hospital premises and tele-consultations, the Hospital may or may not levy additional online convenience charges over and above the consultation fees. This approach may be revised at the sole discretion of the Hospital.

For any transaction made through this Application, certain charges may be levied by the customer’s bank depending on the transaction mode and banking policies. The Hospital shall not be liable for any such charges imposed by the bank.