Medanta Billing, Cancellation, and Refund Policy

At Medanta, we are committed to providing transparent and seamless billing, appointment rescheduling, cancellation, and refund experience. This policy will be effective after Medanta Patient App and Caregiver App implementation date in the respective Hospital/Clinic facility.

Below are the key details of our policy.

1. Billing Policy

Invoices for appointments booked through Medanta Patient App or Web Platform are generated as per the below timelines:

• EHC Packages: Invoices are generated the day before your OPD appointment (OPD Day -1) at 5:00 PM. For bookings made after 5:00 PM for the following day, the invoice will be generated immediately.
• Doctor Consultations: Invoices are generated on the OPD day at 6:00 AM.
• Radiology & Diagnostics: Invoices are generated on the OPD day at 6:00 AM.
• Lab Tests at the Hospital: Invoices are generated on the OPD day at 6:00 AM.
• Lab Tests at Home: Invoices are generated once the sample is collected and payment is made.
• Pharmacy Orders: Invoices are created offline after batch and expiry verification.

2. Rescheduling, Cancellation, and Refund Policy

a) Refunds for Appointments with Invoice Not Created:
You may reschedule or cancel your appointment at any time via the Medanta Patient App or by calling our Call Centre.
Refund Processing Time: 10-15 days

b) Refunds for Appointments with Invoice Created:

• Cancellation via Patient App/Call Centre: You may request cancellation through the Patient App or by calling our Call Centre. The cancellation request will be reviewed by our Admin team, and refund will be generated depending on whether the service has been provided or not.
• Cancellation via Billing Desk: You may also visit the Billing Desk to request cancellation. Instant refunds will not be available at OPD counters. The cancellation request will be processed by our Admin team.
• Refunds for Payments Made at Billing Desk:
  • i. Cash/UPI/Debit Card: For payments up to Rs. 10,000, cash refund can be processed same day. Over Rs. 10,000, refunds will be processed via Cheque or NEFT.
  • ii. Credit Card Payments: The original card transaction must be voided through the card machine for same day refund.
  • iii. Refunds AFTER Date of Original Billing: For OPD Patients seeking refund of cash payments after the date of original billing, refunds will be processed via Cheque or NEFT.

3. Service-Specific Cancellations Post Invoice Generation

Online requests for cancellations will be accepted only for appointments and payments made via the Medanta Patient App or Web Platform. For offline bookings, visit the Billing Desk or call our Call Centre.

Cancellation requests will be accepted based on service status, including:

• Consultations: Not allowed if prescription is generated. Otherwise, confirmation needed from OPD Floor Managers.
• Radiology: Allowed only if test is not registered, and technician confirms it's not performed.
• Lab Tests at Hospital: Allowed if test not registered and not performed, confirmed by Sample Collection Manager.
• Lab Tests at Home: Allowed if sample not collected.
• Executive Health Checks: Allowed only if Lab Sample and Radiology Scans not registered, confirmed by EHC executive.
• Pharmacy Orders: Allowed before the order is billed.
• Other Diagnostic Tests: Allowed if not registered and confirmed by Service Manager/Floor Manager.

4. Partial and Full Cancellations

• Partial Cancellations: Only in person at the hospital billing desk. Not available online.
• Lab Tests: Partial cancellations not allowed for multiple tests under a single appointment ID.
• Other Services: Partial cancellations possible for services with unique appointment IDs.

5. Discounted Billing

Applicable discounts can be used based on Medanta’s exclusive agreements within one year of last in-person billing, as per the hospital's document verification protocol.

6. Free Follow-Up Policy

The free follow-up consultations are subject to hospital billing policy. Contact help desk or call centre for details.

We hope that your experience with Medanta is smooth and transparent. For further assistance, please contact our Call Centre or visit the nearest billing desk.

Note: This is a summarised version of the hospital's Billing, Cancellation and Refund policy. The master copy is maintained by the RA cell team (Finance team) of Medanta Hospital.