Cancellation & Refund Policy

1 Policy Overview & Objective

At Nivya Respiratory and Multispeciality Hospitals, we strive to make healthcare accessible, seamless, and transparent. We recognize that medical emergencies, unexpected personal schedules, or transportation constraints may require you to cancel or reschedule your scheduled outpatient (OPD) consultation or diagnostic test.

This Cancellation and Refund Policy establishes clear, fair guidelines regarding the cancellation of appointments booked through our website (nivyahospitals.com) and the terms under which consultation fee refunds are processed via our authorized payment partner, Razorpay.

2 Permissible Cancellation Time Window

Patients may cancel or request a rescheduling of their scheduled doctor appointment under the following timeline rules:

• Rescheduling: Free rescheduling to any available slot within 14 days is permitted if requested at least 2 hours prior to the original appointment time.
• Cancellations within 2 hours: Requests made within 2 hours of the appointment slot are evaluated on a case-by-case basis by hospital administration in cases of genuine medical emergencies or unforeseen events.

3 How to Initiate a Cancellation

To cancel or reschedule your appointment, please contact our hospital helpdesk using any of the following channels:

• Telephone Helpline: Call our 24/7 reception desk at +91 95664 43300.
• Email Helpdesk: Send an email to nivyahospitalstvl@gmail.com with the subject line "Appointment Cancellation Request - [Booking ID]".
• In-Person Helpdesk: Visit the Front Reception Billing Desk at Nivya Hospital, 110-F/5 Barani Nagar, Vannarpettai, Tirunelveli.

Required Details: Please quote your Booking ID (e.g., NVY-XXXXXXXX), patient name, registered mobile number, and reason for cancellation.

4 Eligibility for 100% Full Refund

You are entitled to a complete 100% refund of the consultation fee paid online under the following conditions:

• Timely Cancellation: Cancellation request initiated at least 2 hours before the scheduled appointment time slot.
• Doctor Unavailability: In the rare event that the scheduled doctor is called for emergency trauma surgery, critical ICU resuscitation, or is medically indisposed, and the patient does not wish to consult an alternative specialist or reschedule.
• Hospital Rescheduling: If the hospital reschedules the appointment slot to a date or time that is inconvenient for the patient, and no mutually agreeable alternative slot is available.
• Technical Payment Errors: In cases of double/multiple deductions from the patient's bank account for a single appointment booking, or where amount is debited but appointment token generation fails due to a network timeout.

5 Non-Refundable Scenarios

Refunds cannot be issued under the following circumstances:

• Patient No-Show: Where the patient fails to report at Nivya Hospital during the designated appointment time slot without any advance intimation or cancellation request.
• Completed Consultations: Any clinical consultation, doctor evaluation, medical procedure, or diagnostic test that has already been rendered or performed.
• Post-Slot Requests: Cancellation requests submitted after the scheduled appointment date and time have already passed.
• Inaccurate Patient Submissions: Where services could not be provided because the patient deliberately provided fabricated identity, contact, or medical information.

6 Mode of Refund (Back to Source Account)

In accordance with Reserve Bank of India (RBI) directives and Razorpay compliance guidelines:

• UPI Payments: Refunded directly to the linked Virtual Payment Address (VPA) / UPI bank account.
• Debit / Credit Cards: Credited back to the originating card account via card network rails (Visa, Mastercard, RuPay).
• Net Banking: Returned to the originating bank account via NEFT/IMPS settlement.

7 Refund Processing Timeline (5 to 7 Business Days)

Nivya Hospital adheres to strict turnaround times for payment reversals:

• Hospital Initiation: Upon approval of a valid cancellation request, Nivya Hospital initiates the refund via the Razorpay Payment Gateway API within 24 to 48 hours.
• Gateway & Banking Rails: Once triggered by our accounts team, Razorpay routes the refund to your issuing bank.
• Bank Reflection Timeline: The refunded amount will reflect in the patient's bank statement or card statement within 5 to 7 business days (excluding bank holidays and Sundays).
• ARN / Reference Number: Upon refund initiation, a unique Razorpay Refund ID / Acquirer Reference Number (ARN) will be provided to the patient for direct verification with their bank.

8 Hospital-Initiated Cancellations & Force Majeure

As a medical emergency and multi-speciality hospital, critical situations may occasionally require emergency prioritization:

• If an unavoidable emergency forces us to cancel a scheduled OPD clinic session, patients are immediately contacted by phone, SMS, and WhatsApp.
• Patients are offered immediate priority rescheduling at no extra cost, or an immediate 100% full refund if they prefer.
• Nivya Hospital is not liable for secondary consequential expenses (such as travel or transit costs) arising from emergency hospital schedule adjustments.

9 Contact Accounts & Refund Helpdesk

For any queries, tracking of refund status, or cancellation assistance, please contact our accounts and patient billing office:

Office working hours for accounts & billing inquiries: Monday to Saturday, 9:00 AM – 7:00 PM (IST).