Refund & Cancellation Policy

Effective Date: 22-09-2025
Last Updated: 22-09-2025

Introduction

At Aadhar Hospital – Aadhar Health Institute, we are committed to providing fair, transparent, and patient-friendly policies regarding refunds and cancellations for all our services, including appointments, diagnostic tests, health packages, procedures, and pharmacy purchases.
This policy explains the eligibility criteria, timelines, and process for requesting refunds or cancellations.

Scope

This policy applies to all patients and users who book services or make payments:

  • Through the hospital website or mobile application
  • Directly at the hospital reception or billing counters

It covers:

  • Online and in-person appointment bookings
  • Health check-up packages
  • Diagnostic tests and laboratory services
  • Prepaid consultations and procedures
  • Pharmacy purchases (IP & OP)
Appointment Cancellation Policy

Online Appointment Cancellations

  • Cancellations made less than 24 hours before the scheduled appointment (e.g., same-day or next-day bookings) are non-refundable.
  • Cancellations made at least 24 hours in advance (e.g., for appointments scheduled the day after tomorrow or later) are refundable as per hospital policy.
Health Packages & Diagnostic Tests

Prepaid Health Packages

  • Patients may cancel prepaid health packages before the package start date to receive a full refund, after deducting any applicable administrative charges.
  • Once a package has commenced, no refunds will be issued for unused services or components.

Diagnostic Tests & Laboratory Services

  • Tests that have been performed or for which sample collection is completed are non-refundable.
  • For cancellations before sample collection or test initiation, a full refund may be provided after deducting applicable processing charges.
Pharmacy Refund Policy

In-Patient (IP) Pharmacy

  • Medicines issued to admitted patients cannot be returned or refunded once dispensed.

Out-Patient (OP) Pharmacy
Refunds/returns for OP pharmacy purchases will be considered only under the following conditions:

  • Medicines purchased within 3 months of billing are eligible for return (for Oncology Pharmacy, the period extends to 6 months).
  • Medicines without batch number or expiry stamp are not eligible for return.
  • Cold-chain medications (e.g., insulin, vaccines) are non-returnable and non-replaceable.
  • Partially used or cut strips of medicines will not be accepted for return.
  • Original bill/invoice is mandatory for any refund or return request.
Refund Process

Request Submission

  • Refund requests can be submitted at the hospital reception/billing desk.
  • Patients must provide the booking reference, payment details, original bill (if applicable), and reason for cancellation.

Verification

  • The hospital will verify the request, confirm eligibility, and ensure all terms and conditions are met.
  • Verification may involve checking payment records, service utilization, or product condition (for pharmacy returns).

Processing Timelines

  • Approved refunds will be processed within:
    • 2–4 working days for advance payment refunds.
    • 7–10 working days by the bank/payment gateway for digital transactions.
  • Refunds will be issued through the original mode of payment unless an alternative arrangement is requested and approved.

Refund Mode by Amount

  • Refunds for amounts below ₹5,000 will be provided in cash only.
  • Refunds for amounts ₹5,000 and above will be credited directly to the patient’s bank account or to the first relation’s account (as per registered details).

Non-Refundable Charges

  • Certain administrative or service charges (e.g., booking fees, convenience fees, partially consumed packages/tests) will be non-refundable.
Exceptional Circumstances
  • In cases of hospital-initiated cancellations (e.g., doctor unavailability, emergencies, or operational issues), patients will be entitled to a full refund or an option to reschedule without extra charges.
  • The hospital will notify patients promptly through SMS, email, or phone call regarding such cancellations.
Patient Responsibilities

Patients are expected to:

  • Provide accurate booking, billing, and payment details to facilitate smooth refund processing.
  • Notify the hospital promptly regarding cancellations or rescheduling requests.
  • Retain booking confirmations, receipts, and payment references for future reference.
Modifications to the Policy
  • Aadhar Hospital – Aadhar Health Institute reserves the right to modify or update this Refund & Cancellation Policy at any time without prior notice.
  • Any changes will be communicated through the hospital website, mobile app, or other official channels.
  • Patients are advised to review this policy periodically to stay informed about updates
Disclaimer Regarding Refunds
  • The hospital will not be held responsible for delays caused by banks, payment gateways, or financial institutions.
  • All refunds are subject to successful transaction reversal by the respective payment service provider.
Governing Law
  • This policy is governed by the laws of India.
  • Any disputes arising under this policy will be subject to the exclusive jurisdiction of the courts in Haryana, India.
Conclusion

Aadhar Hospital – Aadhar Health Institute strives to ensure transparency, fairness, and convenience in all refund and cancellation matters. By availing of our services, patients acknowledge and agree to abide by the terms outlined in this policy.