Legal & Policy Documents Cancellation & Refund Policy

At Dr. Agrawal's R.K. Hospital, Nagpur, we understand that medical plans can change due to unforeseen circumstances. This Cancellation & Refund Policy has been designed to be fair, transparent, and straightforward for all our valued patients.

This policy applies to all outpatient (OPD) appointments, inpatient (IPD) admissions, surgical procedures, diagnostic bookings, and any other services booked through our hospital — whether booked in person, via phone call, or through our online appointment system.

Patients who wish to cancel a booked OPD or specialist appointment must adhere to the following conditions:

• Cancellation requests must be communicated to our reception or helpline at least 2 hours before the scheduled appointment time to be eligible for any adjustment or credit.
• Cancellations must be made by calling our helpline numbers: +91 97660 57372. Walk-in cancellations at the reception desk are also accepted.
• Upon successful cancellation, patients will receive a confirmation from our staff. Please retain this confirmation for any future reference or refund claim.
• Cancellation requests made after the 2-hour window but before the appointment time will be treated as late cancellations and will not be eligible for a refund, but may qualify for rescheduling.
• Free-of-cost OPD slots (walk-in without advance payment) can be cancelled without any restriction or penalty.

The timing of your cancellation request determines your eligibility for a refund or credit. Refer to the breakdown below:

Refund eligibility varies by service type and timing of cancellation. The table below summarises our refund structure:

A "No-Show" is defined as failing to attend a confirmed appointment without prior cancellation notice. The following terms apply to no-show cases:

• Patients who do not attend their scheduled OPD appointment without any prior notification will forfeit the full consultation fee paid in advance.
• No-show patients are not eligible for a refund or fee credit for the missed appointment slot.
• Repeated no-shows (3 or more instances) may result in a temporary restriction on advance appointment booking at R.K. Hospital.
• In case of a genuine emergency that prevents attendance, the patient or attendant should inform the hospital as soon as possible. Such cases will be reviewed on a compassionate basis by our management.
• Documentation (e.g., emergency report, accident certificate) may be required to support a compassionate cancellation request.

We offer flexible rescheduling options so that patients do not lose the value of their booking in case of genuine inconvenience:

• Appointments can be rescheduled free of charge up to 2 times, provided the rescheduling is requested at least 2 hours before the original appointment time.
• The rescheduled appointment must be taken within 30 calendar days of the original appointment date. After 30 days, the booking fee will be forfeited.
• Rescheduling is subject to doctor availability. The hospital will make every effort to accommodate the patient's preferred time slot.
• If the rescheduled appointment involves a more senior specialist or a different department with a higher fee, the patient must pay the differential amount.
• To reschedule, contact our reception at +91 97660 57372 during OPD hours: 11AM–4PM and 7PM–9PM, Mon–Saturday.

Cancellation of scheduled surgeries, inpatient procedures, or planned admissions is handled with greater care due to the resources involved in pre-operative preparations:

• Surgical cancellation requests by the patient must be submitted in writing or via a recorded phone call to our admissions department.
• Cancellations made more than 7 days before the scheduled surgery date: a partial refund will be issued after deducting administrative and pre-operative preparation costs.
• Cancellations made within 7 days of surgery: the advance surgical deposit is non-refundable. However, the amount may be adjusted toward a rescheduled procedure within 60 days.
• If the surgery is cancelled by the hospital due to medical necessity, equipment issues, or unavailability of the surgeon, a full refund of the deposit is issued within 7–10 working days.
• Amounts spent on pre-operative investigations (blood tests, X-rays, ECG, etc.) conducted at R.K. Hospital are non-refundable regardless of the cause of surgery cancellation.
• IPD advance deposits paid at the time of admission are adjusted against the final bill at the time of discharge and cannot be refunded mid-admission except in exceptional circumstances approved by management.

For patients utilising health insurance or cashless treatment facilities, additional terms apply:

• Cancellation of cashless admission must be communicated to both R.K. Hospital and the patient's insurance provider, as cancellation procedures may vary by insurer.
• Pre-authorisation obtained for a specific procedure cannot be transferred to a different procedure. A fresh pre-authorisation will be required in case of rescheduling.
• Any out-of-pocket amounts paid by the patient under co-payment or deductible clauses are governed by the terms of the patient's insurance policy and are subject to that insurer's refund rules.
• R.K. Hospital is not responsible for delays in reimbursement caused by the patient's insurance provider. All insurance-related disputes must be resolved directly with the insurer.
• Self-paid amounts deposited for insurance-covered admissions that get rejected by the insurer will be handled as per R.K. Hospital's standard refund policy.

We are a compassionate institution and we review genuine emergency cases on an individual basis. The following exceptions apply:

• In the event of a patient's death prior to the appointment or procedure, the full amount paid will be refunded to the next of kin upon submission of the death certificate.
• If a patient is hospitalised elsewhere due to an unrelated emergency and cannot attend their scheduled appointment, a reschedule or refund may be considered upon submission of hospital documentation.
• Cancellations arising due to natural disasters, government-declared curfews, or public health emergencies (e.g., lockdowns) are treated under a full-credit policy.
• All exceptional cases must be submitted in writing to our Management Office within 15 days of the missed appointment, along with supporting documentation.

Cancelling your appointment at R.K. Hospital is simple. Use any of the following methods:

• By Phone: Call our helpline at +91 97660 57372 during OPD hours (11AM–4PM and 7PM–9PM, Mon–Sat). For urgent cancellations, our emergency line is available 24/7.
• In Person: Visit the hospital reception at 27, Central Avenue Road, Beside Hotel Al Zam Zam, Gandhibagh, Nagpur – 440002 and inform the front desk staff of your cancellation request.
• Via Website: Use the Contact Us form on our website to submit a written cancellation request. Please include your name, appointment date, and registered phone number.
• For Refund Requests: Submit your cancellation confirmation and payment receipt to our billing department. Refunds will be processed within 7–10 working days.