Payment, Cancellation & Refund Policy

Effective Date: July 1, 2026

Thank you for choosing our oncology physiotherapy and consultation services. This Payment, Cancellation & Refund Policy explains the terms applicable to payments made through our website for consultations, teleconsultations, physiotherapy sessions, assessments, rehabilitation programs, and related healthcare services.

By making a payment or booking an appointment through our website, you agree to the terms of this policy.

1. Payment Policy

All payments are processed securely through our authorized payment gateway.
Payments are accepted in Indian Rupees (INR) unless otherwise specified.
An email confirmation and/or payment acknowledgement will be sent upon successful payment.
Booking confirmation is subject to successful payment verification.
Please ensure that your contact information, email address, and mobile number are accurate when making a booking.

2. Appointment Confirmation

Your appointment is confirmed only after:

Successful payment (where applicable).
Confirmation from our scheduling system.
Receipt of an appointment confirmation via email, SMS, or WhatsApp (where available).

We reserve the right to reschedule appointments due to unforeseen clinical, operational, or emergency circumstances.

3. Cancellation by the Patient

Patients may request cancellation of an appointment subject to the following conditions:

More than 24 hours before the scheduled appointment: Eligible for a full refund or one-time rescheduling at no additional charge.
Within 24 hours of the scheduled appointment: Refunds may not be available. Rescheduling may be offered at our discretion.
Failure to attend the appointment (“No Show”): The consultation/session fee is generally non-refundable.

Any approved refund will be processed using the original payment method.

4. Appointment Rescheduling

We understand that plans may change.

Patients may request to reschedule an appointment:

At least 24 hours before the scheduled consultation or therapy session.
Subject to therapist or consultant availability.
Rescheduling is generally permitted once per booking without additional charges.
Additional rescheduling requests may attract administrative charges or require a new booking.

Emergency medical situations will be considered on a case-by-case basis.

5. Teleconsultation Policy

Teleconsultation appointments are considered professional medical consultation services.

Please note:

Patients should join the consultation at the scheduled time.
Ensure a stable internet connection and a quiet environment.
If a patient fails to join the consultation within 15 minutes of the scheduled time without prior notice, the appointment may be treated as a “No Show.”
Missed teleconsultation appointments are generally non-refundable.

If technical issues arise from our side that prevent the consultation from taking place, we will offer either:

A full refund, or
A complimentary rescheduled appointment.

6. Physiotherapy Session Refund Policy

Individual physiotherapy sessions:

Refunds are generally available only if:

The appointment is cancelled within the permitted cancellation period.
The therapist is unable to provide the scheduled service.
The session is cancelled by us.

Refunds are generally not available:

After a treatment session has commenced.
Once the scheduled session has been completed.
If the patient voluntarily discontinues treatment midway through the session.

7. Therapy Packages and Rehabilitation Programs

If treatment packages or multiple-session rehabilitation programs are offered:

Unused sessions may be eligible for partial refunds, subject to administrative charges and any discounts applied to the package.
Sessions already completed will be charged at the applicable standard consultation rates.
Promotional packages, discounted packages, and special offers may be non-refundable unless required by applicable law.

8. Home Visit Appointments (if applicable)

For home physiotherapy services:

Travel charges, if any, are generally non-refundable once the therapist has commenced travel.
Cancellation requests made after therapist dispatch may incur applicable cancellation charges.

9. Cancellation by the Clinic

If we cancel or reschedule an appointment due to:

Medical emergencies
Therapist unavailability
Technical failures
Natural disasters
Public health restrictions
Other unavoidable circumstances

Patients may choose:

A full refund, or
Rescheduling at no additional cost.

10. Duplicate or Incorrect Payments

If multiple payments are made accidentally for the same booking, please contact us within 7 days.

Upon verification, any excess amount paid will be refunded to the original payment method.

11. Failed Transactions

If payment has been deducted from your account but no booking confirmation has been received:

Please do not make another payment immediately.
Contact us with your payment reference number.
Most failed transactions are automatically reversed by the payment gateway or your bank within their standard processing timelines.

12. Refund Processing

Approved refunds are generally processed within 7 to 10 business days.

The time taken for the refund to reflect in your account depends on your:

Bank
Credit/Debit Card Issuer
UPI Provider
Payment Gateway

We are not responsible for delays caused by third-party financial institutions.

13. Non-Refundable Circumstances

Refunds will generally not be issued in the following situations:

Failure to attend a scheduled appointment.
Late arrival resulting in loss of consultation time.
Dissatisfaction after a consultation where professional services have already been rendered.
Incorrect information provided during booking.
Failure to follow appointment instructions.
Services already completed.
Purchased reports, certificates, or customized healthcare documentation that have already been prepared.

14. Fraud Prevention

We reserve the right to suspend, cancel, or refuse any booking or payment that appears to involve:

Fraudulent activity
Unauthorized payment methods
Identity misrepresentation
Abuse of promotional offers
Any unlawful activity

Additional identity verification may be requested before processing refunds.

15. Force Majeure

We shall not be liable for delays, cancellations, or inability to provide services due to circumstances beyond our reasonable control, including natural disasters, pandemics, government restrictions, internet outages, power failures, or other unforeseen events.

16. Policy Updates

This policy may be updated periodically to reflect operational, legal, or regulatory changes. The latest version will always be available on our website.