Billing, Cancellation & Refund Policy
At Kashmir Eye Hospitals, we are committed to providing a transparent, fair, and hassle-free experience for our patients. This policy governs online appointments, billing, cancellations, and refunds made through our Website / Mobile Platform / Payment Gateway.
1. Billing Policy
Invoices for appointments booked online will be generated as per the following timelines:
a) Doctor Consultations (OPD)
- Invoice is generated on the OPD day at 9:00 AM.
- For same-day bookings after 9:00 AM, the invoice is generated immediately.
b) Diagnostic Services (OCT, Fundus, Visual Field, etc.)
- Invoice is generated on the OPD day at 9:00 AM.
- For same-day bookings, the invoice is generated immediately.
c) Surgical Package / Procedure Booking
- Invoice is generated at the time of online payment confirmation.
2. Cancellation & Refund Policy
Operational Hours for Refund Processing
🕘 Refund operations are functional from 9:00 AM to 5:00 PM on working days only.
A. Appointments with Invoice NOT Generated
- Appointments can be cancelled or rescheduled anytime via:
- Hospital Help Desk / Call Centre
- Full refund applicable.
-
Refund Processing Time:
7–10 working days (credited to the original payment mode)
B. Appointments with Invoice Generated
1. Online Cancellation (Website / Call Centre)
- Cancellation requests will be reviewed by the Hospital Administration / Billing Team.
- Refund eligibility depends on whether the service has been availed or initiated.
2. Cancellation at Hospital Billing Desk
- Patient may visit the Billing Desk between 9:00 AM – 5:00 PM.
- Instant refunds are not available.
- Refund requests will be processed after verification.
3. Service-Specific Cancellation Rules (Post Invoice Generation)
Doctor Consultation
- ❌ No refund if:
- Consultation is completed, or
- Prescription is generated
- ✅ Refund allowed if:
- Doctor consultation is not availed
4. Refund Mode & Timelines
Payments Made Online (Payment Gateway)
- Refunds will be credited back to the original payment source.
- Processing Time:
7–10 working days after approval.
Payments Made at Hospital Counter
- UPI / Card / Online: Refunded via the original payment mode.
- Cash Payments:
- Refund processed via Bank Transfer.
- Subject to approval and verification.
5. Discounts & Promotional Offers
- Discounts applied during online booking are non-transferable.
- Discount eligibility is subject to hospital verification and policy.
- No refund on promotional discounts once the service is availed.
6. Free Follow-Up Consultations
- Free follow-ups are governed by Kashmir Eye Hospitals’ clinical and billing policy.
- Patients are advised to confirm eligibility with the Help Desk / Call Centre.
7. Important Notes
- Refund requests are processed only on working days.
- Kashmir Eye Hospitals reserves the right to modify or update this policy.
- The master copy of this policy is maintained by the Finance & Administration Department.