1. Scope of Policy

This policy applies to:

• Online or offline appointment bookings for consultations, diagnostic tests, or procedures.
• Payments made for services via our website, third-party payment gateways, or in-person at SN Hospitals.
• Prepaid healthcare packages or services (if applicable).

This policy does not cover cancellations or refunds for services governed by separate agreements (e.g., insurance policies or third-party contracts), which will follow their respective terms.

2. Appointment Cancellation

We understand that plans may change. You may cancel appointments booked with SN Hospitals under the following conditions:

• Online Appointments:
  • Cancellations must be made at least 24 hours prior to the scheduled appointment time to be eligible for a full refund (if payment was made in advance).
  • Cancellations within 24 hours of the appointment time may not be eligible for a refund, except in exceptional circumstances (e.g., medical emergencies), at our discretion.
  • To cancel, use the cancellation option on our website (if available) or contact us via phone or email (details below).
• In-Person Appointments:
  • Appointments booked directly at our facility can be canceled by informing our staff at least 24 hours in advance.
  • Prepaid amounts (if any) will be refunded as per the refund process outlined below.
• No-Show Policy: If you fail to attend a prepaid appointment without prior cancellation, no refund will be issued unless exceptional circumstances are demonstrated (e.g., documented emergencies), subject to our approval.

3. Service Cancellation

• Diagnostics and Procedures: Cancellation of prepaid diagnostic tests or minor procedures is permitted up to 24 hours before the scheduled time. Refunds will be processed minus any applicable administrative fees (see Section 5).
• Packages or Treatments: For prepaid healthcare packages or ongoing treatments, cancellation requests must be submitted in writing (via email or in-person). Refunds will be calculated based on the unused portion of the service minus administrative fees.
• Non-Refundable Services: Certain services (e.g., emergency treatments or consumables used during a procedure) are non-cancelable and non-refundable once initiated.

4. Refund Eligibility

Refunds will be processed under the following conditions:

• The cancellation complies with the timeframes outlined above.
• The service or appointment has not been availed or partially utilised.
• The request is made by the individual who booked the service or their authorised representative (proof may be required).
• Payments were made directly to SN Hospitals (refunds for third-party payments, e.g., insurance, are subject to their policies).

5. Refund Process

• Processing Time: Refunds will be initiated within 7-10 business days of approval and credited to the original payment method (e.g., credit/debit card, bank account, or cash for in-person payments).
• Administrative Fees: A nominal processing fee (up to 10% of the paid amount or a fixed amount, whichever is lower) may be deducted to cover administrative costs, unless the cancellation is due to an error or failure on our part.
• How to Request: Submit a refund request via:
  • Email: refunds@snhospitals.com (include booking details, payment receipt, and reason for cancellation).
  • Phone: [Insert Contact Number from Website].
  • In-Person: Visit our billing desk at SN Hospitals, [Insert Full Address from Website].

6. Non-Refundable Scenarios

Refunds will not be issued in the following cases:

• Cancellations made after the specified deadlines (e.g., less than 24 hours before the appointment).
• Services already rendered or partially completed.
• No-shows without prior notification.
• Changes in personal circumstances not communicated in advance (e.g., deciding not to proceed with a booked procedure).
• Payments processed through third parties (e.g., insurance or corporate tie-ups) unless explicitly agreed otherwise.

7. Exceptional Circumstances

In cases of unforeseen events (e.g., medical emergencies, natural disasters, or hospital-initiated cancellations), we may offer full or partial refunds at our discretion. Please contact us with supporting documentation (e.g., medical certificates) to evaluate such requests.

8. Hospital-Initiated Cancellations

If SN Hospitals cancels an appointment or service due to unforeseen circumstances (e.g., doctor unavailability, technical issues, or emergencies):

• You will be notified at the earliest via phone, email, or SMS.
• We will offer rescheduling at no additional cost or a full refund of any prepaid amount, processed within 7 business days.

9. Modifications to This Policy

We reserve the right to update this Cancellation and Refund Policy at any time. Changes will be posted on our website with the effective date. Your continued use of our services after updates signifies your acceptance of the revised policy.

10. Contact Us

For cancellation requests, refund inquiries, or clarifications, please reach out to:

• Phone: +91 7413034560
• Email: refunds@snhospitals.com
• Address: SN Hospitals, Chak -2 ML , M.No.-60, Hanumangarh – Suratgarh Bypass, Sriganganagar, Rajasthan 335001
• Billing Desk Hours: [Insert Hours, e.g., 9:00 AM – 5:00 PM, Monday to Saturday]

Effective Date: April 10, 2025