General Refund Policy

At Apex Super Speciality Hospital and IVF Centre, we strive to provide the best medical care and services to our patients. Our refund policy is designed to be fair and transparent while maintaining the highest standards of healthcare delivery.

Appointment Cancellations (Patient-Initiated)

Refunds for appointment cancellations initiated by the patient are processed based on the following timeline:

• Full Refund: Cancellations made 48 hours or more before the scheduled appointment
• 50% Refund: Cancellations made 24-48 hours before the scheduled appointment
• No Refund: Cancellations made less than 24 hours before the scheduled appointment
• Emergency Cases: Medical emergencies will be considered on a case-by-case basis

Treatment and Procedure Refunds

For medical treatments and procedures, our refund policy includes:

• Pre-treatment Cancellations: Full refund if cancelled 7 days before the procedure date
• Advance Payments: 80% refund for cancellations 3-7 days before the procedure
• Medical Complications: If a procedure cannot be completed due to medical reasons, a partial refund may be considered
• Hospital-initiated Cancellations: Full refund if the hospital cancels the procedure

IVF and Fertility Treatments

Special refund policies apply to IVF and fertility treatments:

• Initial Consultation: Non-refundable once completed
• Medication Costs: Non-refundable once purchased or ordered
• Cycle Cancellations: Partial refund may be available based on the stage of treatment
• Failed Cycles: As per the treatment package terms and conditions

Diagnostic and Laboratory Services

• Test Reports: Non-refundable once reports are generated
• Sample Collection: 50% refund if cancelled before sample processing
• Equipment Malfunction: Full refund or re-testing at no additional cost
• Doctor-prescribed Tests: Non-refundable unless cancelled before processing

Refund Processing Time

All approved refunds will be processed within:

• Cash Payments: 7-10 working days
• Card Payments: 10-15 working days (subject to bank processing)
• Online Payments: 10-15 working days
• Bank Transfers: 7-10 working days
• OPD Doctor Unavailability: Immediate processing at the counter

Non-Refundable Services

The following services are generally non-refundable:

• Consultation fees after the consultation is completed
• Emergency services rendered
• Consumables and medical supplies used
• Medications dispensed
• Third-party services (ambulance, special investigations, etc.)

Exception: If consultation fee was paid and doctor was unavailable, full refund applies as per OPD Doctor Availability Policy above.

Refund Request Process

To request a refund, please follow these steps:

• Submit a written refund request at the billing counter
• Provide original payment receipt and relevant documents
• Include valid reason for refund request
• Attach supporting documents (if applicable)
• Allow 3-5 working days for review and approval (except OPD doctor unavailability cases which are processed immediately)

Dispute Resolution

In case of any disputes regarding refunds:

• First approach the hospital billing department
• If unresolved, escalate to the hospital management
• Final decisions rest with the hospital administration
• Patients have the right to approach consumer forums as per law