Refund and Cancellation Policy

1. Policy Overview

Rungta Hospital is committed to providing a transparent and patient-friendly refund and cancellation process. This policy applies to all online payments made through our website for outpatient appointments (OPD), health packages, diagnostic services, and inpatient advance deposits (IPD). It covers all accepted payment channels including Credit/Debit Cards, UPI, Net Banking, and Digital Wallets.

Please read this policy carefully before making any payment. By completing a transaction on our website, you acknowledge and agree to the terms stated in this Refund and Cancellation Policy.

2. Scope of This Policy

This policy covers all online payment transactions made on www.rungtahospital.com for the following services:

OPD Consultation	Online appointment booking fees for doctor consultations
Health Packages	Preventive and diagnostic health package bookings
Diagnostic Services	Laboratory tests, CT scan, X-ray, Ultrasound, and related diagnostics
IPD Advance Deposit	Pre-admission deposits for inpatient procedures and surgeries
Other Hospital Services	Any other services offered through the hospital website

3. Cancellation Policy (Patient-Initiated)

3.1 Appointment Cancellation

If you wish to cancel a booked appointment, the following conditions apply:

Cancellation Timeframe	Refund Applicable
More than 24 hours before appointment	Full Refund (100%)
Between 12 and 24 hours before appointment	75% Refund (25% handling charge applicable)
Less than 12 hours before appointment	50% Refund (50% cancellation charge applicable)
No-show (patient does not arrive)	No Refund
Cancellation post-consultation	No Refund

3.2 Health Package Cancellation

Cancellations requested before the package service is initiated: Full refund minus payment gateway charges (typically 2% to 3% of transaction value)
Cancellations after partial utilisation of the package: Refund will be issued on a pro-rated basis for unused services
Cancellations after complete utilisation of the package: No refund applicable

3.3 IPD Advance Deposit Cancellation

For inpatient advance deposits paid online:

Cancellation before admission confirmation: Full refund, processed within 7 to 10 business days
Cancellation after admission but before procedure: Refund after deduction of administrative and pre-admission processing charges
Cancellation after procedure commencement: No refund. The advance will be adjusted against the final bill
Excess advance amount after final bill adjustment at discharge: Refunded within 10 to 14 business days

4. Cancellation by Rungta Hospital

In situations where Rungta Hospital is required to cancel an appointment or service due to any of the following reasons, a full refund will be issued:

Unavailability of the concerned doctor due to medical or personal emergency
Technical failure at the hospital end resulting in inability to provide the service
Natural calamity, government directives, or force majeure events
Equipment failure affecting the delivery of the booked diagnostic service

In all such cases, the patient will be notified via phone or email and provided the option of rescheduling or receiving a full refund within the standard refund timeline.

5. Failed and Duplicate Transactions

5.1 Failed Transactions

If a payment is deducted from your account but the booking confirmation is not received, please wait up to 24 hours as the amount is typically auto-reversed by the payment gateway. If the amount is not reversed within 24 hours, please contact us with the following details:

Your registered mobile number and email address
Transaction reference number or bank UTR number
Screenshot of the deducted amount from your bank/wallet statement

Upon verification, the refund will be processed within 3 to 5 business days from the date of complaint.

5.2 Duplicate Payments

In the event of an accidental duplicate payment, the excess amount will be identified by our finance team during reconciliation and refunded automatically within 5 to 7 business days. You may also write to us at relationship@rungtahospital.com with transaction details to expedite the process.

6. Refund Processing Timelines

Once a refund request is approved, the amount will be credited back to the original payment source within the following timelines:

Payment Method	Processing Timeline	Refund Timeline
Credit / Debit Card	Instant	5 to 7 Business Days
UPI (GPay, PhonePe, Paytm etc.)	Instant	3 to 5 Business Days
Net Banking	Instant	5 to 7 Business Days
Digital Wallets	Instant	3 to 5 Business Days
Failed Transaction (Auto-deducted)	N/A	2 to 3 Business Days

Note: Business days exclude Sundays and public holidays. Actual timelines may vary slightly depending on your bank or payment provider’s processing cycle.

7. How to Request a Refund or Cancellation

Refund and cancellation requests can be raised through any of the following channels:

Phone	+91-8955000333 (Monday to Saturday, 9:00 AM to 6:00 PM)
Email	relationship@rungtahospital.com
In Person	Hospital Billing Counter, Rungta Hospital, Jaipur, Rajasthan
Website	www.rungtahospital.com (Contact Us / Query Form)

While raising a request, please keep the following information ready:

Booking confirmation number or transaction ID
Registered patient name and contact number
Date of appointment or transaction date
Reason for cancellation or refund request
Bank account details or UPI ID for refund (if source account is closed)

8. Non-Refundable Charges

The following are non-refundable under all circumstances:

Payment gateway and processing charges (2% to 3% of transaction value)
Consultation fees once the appointment has taken place
Diagnostic or investigation charges once the sample has been collected or the test has been conducted
Health package charges once the full package has been availed
Emergency services and critical care charges

9. Insurance and Cashless Treatment Patients

Patients availing cashless treatment under empanelled schemes such as Chiranjeevi Swasthya Bima Yojana, RGHS, ESIC, CGHS, ECHS, Ayushman Bharat, or any private health insurance are advised to note:

Refunds applicable to co-payment amounts or non-covered charges will follow this same refund policy
Any dispute related to insurance claims must be resolved with the respective insurance company directly. Rungta Hospital will provide necessary documentation and support
Out-of-pocket amounts paid in excess will be refunded after final claim settlement and verification

10. Dispute Resolution

In case of any dispute arising from a refund or cancellation, patients may escalate the matter to our Patient Relations team at relationship@rungtahospital.com. We are committed to resolving all grievances within 7 working days of receipt of the formal complaint.

If the matter remains unresolved, it shall be subject to the laws of India and the exclusive jurisdiction of the courts in Jaipur, Rajasthan.

11. Policy Updates

Rungta Hospital reserves the right to revise this Refund and Cancellation Policy at any time. Updates will be reflected on this page with the revised effective date. Continued use of our website or services after any revision constitutes acceptance of the updated policy.

12. Contact Us

For any refund, cancellation, or payment-related queries, please reach out to us:

Hospital Name	Rungta Hospital
Address	Jaipur, Rajasthan, India
Phone	+91-8955000333
Email	relationship@rungtahospital.com
Website	www.rungtahospital.com
Support Hours	Monday to Saturday, 9:00 AM to 6:00 PM