Refund & Cancellation Policy
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Introduction
Sri Lakshmi Multi Speciality Hospital is committed to providing transparent billing practices and fair refund procedures for all patients. This Refund & Cancellation Policy explains the terms governing appointment cancellations, rescheduling, refunds and payment-related matters for services provided by the Hospital.
By booking appointments, making payments or receiving healthcare services from Sri Lakshmi Multi Speciality Hospital, you agree to the terms outlined in this Refund & Cancellation Policy.
Scope of this Policy
This policy applies to payments and services offered by Sri Lakshmi Multi Speciality Hospital, including online and offline transactions.
Appointments
Online and offline consultation bookings.
Consultations
Outpatient and specialist consultations.
Diagnostics
Laboratory and radiology investigations.
Hospital Services
Admissions, surgeries and inpatient care.
Appointment Cancellation
Patients may cancel scheduled appointments by contacting the Hospital through the available communication channels before the scheduled consultation time.
Early cancellation helps us provide appointments to other patients requiring medical attention. Cancellation requests received after the scheduled appointment time may not be eligible for a refund.
Important Information
Appointment cancellation requests should be made as early as possible through the Hospital reception, telephone, email or online appointment portal, wherever available.
Appointment Rescheduling
Patients may request to reschedule appointments depending upon doctor availability, departmental schedules and hospital operational requirements.
Consultation Fee Refunds
Consultation fees are generally non-refundable once the consultation has been completed. Refunds may be considered only under exceptional circumstances as determined by the Hospital administration.
Eligible Refunds
- Appointment cancelled by the Hospital.
- Doctor unavailable without an alternative arrangement.
- Duplicate payment.
- Verified payment gateway errors.
Non-Refundable
- Completed consultations.
- Missed appointments without prior notice.
- Consultations completed through telemedicine.
- Services already provided.
Laboratory & Diagnostic Services
Refund requests for laboratory investigations, diagnostic imaging and health check-up packages will be considered only if the requested service has not yet been performed.
Once specimen collection, laboratory processing or diagnostic procedures have commenced, refunds are generally not available.
Diagnostic Services
Refunds may be approved where the Hospital is unable to provide the booked investigation or where payment has been made in error.
Surgery & Procedure Cancellations
Advance payments made towards surgical procedures or planned admissions may be eligible for refund depending upon the stage of treatment and services already provided.
Inpatient Admission Refunds
For admitted patients, the Hospital prepares a final bill after discharge. Any excess amount paid by the patient will be processed for refund after settlement of all applicable hospital charges.
Refund processing may also depend upon insurance approvals, corporate agreements or Third Party Administrator (TPA) reconciliation where applicable.
Final Billing
Refunds, if applicable, are processed only after completion of billing verification and settlement of all outstanding dues.
Pharmacy Purchases & Medicine Returns
Medicines and pharmaceutical products supplied by the Hospital Pharmacy are generally non-refundable and non-returnable due to safety, storage and regulatory requirements.
Returns may only be accepted where permitted by applicable regulations and after verification by the Hospital Pharmacy.
Return May Be Accepted
- Incorrect medicine supplied by the Hospital.
- Damaged or defective medicine supplied.
- Manufacturing defects verified by the Pharmacy.
- Dispensing error identified immediately.
Return Not Accepted
- Opened medicines.
- Medicines stored outside recommended conditions.
- Prescription medicines already dispensed correctly.
- Products damaged after leaving the Hospital.
Insurance & Third-Party Administrator (TPA)
Insurance approvals are governed by the terms and conditions of the respective insurance company or Third Party Administrator (TPA). The Hospital cannot guarantee approval, settlement or reimbursement of any insurance claim.
Patients remain responsible for charges that are declined, excluded or not covered by their insurance provider.
Insurance Settlement
Any refund arising from insurance reconciliation will be processed only after final settlement between the Hospital and the insurance provider or TPA.
Duplicate Payments & Payment Gateway Errors
If an online payment is deducted more than once due to a banking or payment gateway issue, patients should notify the Hospital as soon as possible with the relevant transaction details.
Refund Processing Timeline
Once a refund request has been reviewed and approved, the Hospital will initiate the refund through the appropriate payment channel.
Processing time depends upon the payment method, banking procedures, insurance reconciliation (where applicable) and internal financial verification.
Approved refunds are generally processed within 7 to 21 working days. Actual credit timelines may vary depending on the patient's bank or payment provider.
Non-Refundable Services
Certain hospital services become non-refundable once they have been provided, utilised or consumed. This policy ensures transparency while complying with applicable healthcare regulations.
Non-Refundable Services
- Completed medical consultations.
- Laboratory investigations already processed.
- Diagnostic imaging already completed.
- Medicines already dispensed.
- Consumables used during treatment.
- Administrative charges, where applicable.
Important Note
Refund eligibility is determined only after verification by the Hospital administration and applicable departmental policies.
Cancellation by the Hospital
In exceptional circumstances, Sri Lakshmi Multi Speciality Hospital may cancel or postpone appointments, procedures or investigations due to operational requirements, medical emergencies, equipment maintenance or doctor availability.
Patient Responsibilities
To ensure timely processing of cancellations and refunds, patients are requested to cooperate with the Hospital by providing accurate information and following the applicable procedures.
Changes to this Policy
Sri Lakshmi Multi Speciality Hospital reserves the right to modify or update this Refund & Cancellation Policy whenever necessary to comply with legal, regulatory or operational requirements.
Revised versions become effective immediately upon publication on this website unless otherwise specified.
Contact Us
For questions regarding cancellations, billing or refund requests, please contact our Hospital administration team.
Sri Lakshmi Multi Speciality Hospital
No. 5/91, Near Apollo Hospital OMR,
Church Road, Perungudi,
Chennai – 600096, Tamil Nadu, India.
Phone: +91 98407 92932
Email: contactus@slmshpvt.ltd
Acknowledgement
By booking appointments, making payments or receiving healthcare services from Sri Lakshmi Multi Speciality Hospital, you acknowledge that you have read, understood and agreed to this Refund & Cancellation Policy.
"Our goal is to maintain a transparent, fair and patient-focused refund process while ensuring uninterrupted, high-quality healthcare services for everyone."
Last Updated
January 2026