Refund & Cancellation Policy

1. Scope of This Policy

This Refund & Cancellation Policy applies exclusively to online payments made through the Madhavi Netralaya website (www.madhavinetralaya.com) via Zoho Bookings for the purpose of booking OPD consultations.

It does not apply to:

• Payments made in cash at the hospital front desk
• Surgery packages or procedure deposits
• Diagnostic test fees
• Medicines or medical supplies

2. Consultation Fee Structure

Service	Fee (Online)	Adjustable Against Treatment?
OPD Consultation — Any Speciality (Cataract, Retina, Glaucoma, Cornea, Oculoplasty, Refractive, Dry Eye)	₹500	Yes — the ₹500 fee is deductible from the cost of any procedure or surgery advised during the same visit or within 27 days.
Endoscopic DCR Pre-operative Consultation (Dr. Vibhor Malhotra — Guest Specialist)	₹500	Yes — adjustable against the DCR procedure cost.

All fees are inclusive of GST where applicable. The fee entitles the patient to a single consultation visit with the selected doctor on the confirmed date.

3. Cancellation & Refund Terms

3.1 Patient-Initiated Cancellation

When You Cancel	Refund Amount	Processing Time
More than 24 hours before the confirmed appointment slot	Full refund — ₹500 (minus any payment processing charges levied by Zoho Bookings or its payment partners)	5–7 working days to original payment method
Less than 24 hours before the appointment slot	No refund — Fee is forfeited	N/A
No-show (patient does not attend without any notice)	No refund	N/A
After the appointment has taken place	No refund	N/A

3.2 Hospital-Initiated Cancellation

In exceptional circumstances — including but not limited to: medical emergencies, doctor unavailability due to illness, natural calamity, or force majeure — Madhavi Netralaya may need to cancel or reschedule a confirmed appointment. In such cases:

• Patients will be notified at the earliest possible opportunity via call and/or SMS
• A full refund of ₹500 will be processed within 5–7 working days to the original payment method
• Alternatively, the appointment will be rescheduled to the next available slot at no additional charge

3.3 Guest Specialist (Endoscopic DCR) Sessions

Consultations with Dr. Vibhor Malhotra (Endoscopic DCR specialist) are held on scheduled visit dates. If a patient's booked session is cancelled due to the visiting doctor's unavailability:

• Patient is offered the next available DCR session date at no extra charge
• If the patient does not wish to reschedule, a full ₹500 refund is processed within 5–7 working days

4. Rescheduling Policy

Patients who have paid and wish to change their appointment date or doctor (within the same speciality) may do so free of charge, subject to the following:

• Reschedule requests must be made at least 24 hours before the original appointment time
• Rescheduling is subject to slot availability
• A maximum of two reschedules per paid booking are permitted
• The rescheduled appointment must take place within 60 days of the original booking date; after which the fee is forfeited

How to Request a Reschedule

1. Call our front desk: 1800-571-9090 (Toll-Free, 24/7), or use Zoho Bookings to reschedule or cancel
2. Mention your Zoho Bookings confirmation reference (from your booking confirmation email or SMS)
3. Our team will confirm the new slot within 2 hours (during OPD hours: Mon–Sat, 9 AM–3 PM)

5. How to Request a Refund

To initiate a refund (for eligible cancellations per Section 3 above):

1. Call or email us within 48 hours of the appointment:
   • 📞 1800-571-9090 (Toll-Free)
   • ✉️ info@madhavinetralaya.com
2. Provide: Your full name, registered phone number, and your Zoho Bookings confirmation reference (from your booking confirmation email or SMS)
3. Our team will verify the booking, confirm refund eligibility, and initiate the process
4. Refund is credited to the original payment method (UPI, card, net banking) within 5–7 working days after initiation

6. Disputes & Chargebacks

We strongly encourage patients to contact us directly before initiating a chargeback with their bank. Most payment concerns can be resolved quickly through our front desk team. Chargebacks initiated without prior communication with Madhavi Netralaya may be contested with supporting documentation.

If you are unsatisfied with a refund decision, you may escalate to:

• Zoho Bookings Support: help.zoho.com/portal/en/kb/bookings
• Your bank's dispute resolution cell
• The National Consumer Helpline: 1800-11-4000

7. Online Booking & Payments — Zoho Bookings

All online appointment bookings and payments are processed securely through Zoho Bookings, our integrated scheduling and payment platform. Madhavi Netralaya does not store your card number, CVV, UPI PIN, or banking credentials on our servers at any point. Payment data is handled within Zoho's secure, PCI-DSS compliant infrastructure.

Booking and payment-related data (confirmation reference, amount, appointment details) is retained for a period of 7 years as required by Indian financial and tax regulations.

8. Governing Law

This policy is governed by the laws of the Republic of India. Any dispute arising under this policy shall be subject to the exclusive jurisdiction of competent courts in Ara, Bhojpur, Bihar.

9. Changes to This Policy

Madhavi Netralaya reserves the right to update this policy at any time. The "Last Updated" date at the top of this page reflects the current version. Continued use of the online booking system constitutes acceptance of the then-current policy.