Last Updated: July 16, 2026

At Radhakrishna Netralay & Superspeciality Eye Hospital, we are committed to transparency and fairness in all financial matters related to consultations, diagnostic tests, treatments, and surgical procedures at our Kalyan East and Thane West branches. This Refund & Cancellation Policy explains how appointment cancellations, rescheduling, and refund requests are handled.

By booking an appointment or availing of any service at our hospital, you agree to the terms outlined below.

1. Appointment Booking and Consultation Fees

1.1 Consultation Charges

Consultation fees paid at the time of booking or at the hospital reception cover the doctor’s professional time and initial eye examination. Since this is a service rendered at the time of your visit, consultation fees are generally non-refundable once the consultation has taken place.

1.2 Free Eye Checkup Offers

From time to time, we offer free eye checkup camps or promotional offers. As these services are provided free of charge, no refund is applicable, and standard cancellation terms below still apply for scheduling purposes.

2. Cancellation of Appointments

2.1 Patient-Initiated Cancellation

Patients may cancel or reschedule their appointment by calling us at +91 8169829194, 9326030541, or 9870763959, or messaging us on WhatsApp, at least 24 hours before the scheduled appointment time. This allows us to offer the slot to another patient and ensures smoother scheduling for everyone.

2.2 Late Cancellations and No-Shows

If an appointment is cancelled with less than 24 hours’ notice, or if a patient does not show up without prior intimation, any advance consultation fee paid may not be refunded, as the doctor’s time slot was reserved specifically for that patient.

2.3 Hospital-Initiated Cancellation

In rare cases where we need to cancel or reschedule an appointment due to doctor unavailability, medical emergencies, or unforeseen circumstances, we will notify you as early as possible and offer the next available slot. If you choose not to reschedule, any advance fee paid for that specific appointment will be refunded in full.

3. Refunds for Diagnostic Tests and Pre-Surgical Investigations

Charges paid for diagnostic tests (such as OCT scans, visual field tests, corneal topography, or other investigations) are non-refundable once the test has been conducted, as these involve consumables, equipment usage, and specialist time. If a test is cancelled before being performed, the amount paid will be refunded after deducting any applicable administrative charges.

4. Refunds Related to Surgical Procedures

4.1 Advance Payment for Surgery

For procedures such as cataract surgery, LASIK, glaucoma surgery, retina procedures, corneal transplants, squint correction, or oculoplasty, patients are typically required to pay an advance amount to confirm the surgical slot, implant/lens selection, and pre-operative preparation.

4.2 Cancellation Before Surgery

If a patient cancels a scheduled surgery at least 48 hours in advance, the advance amount paid will be refunded after deducting any non-recoverable costs already incurred, such as pre-ordered intraocular lenses (IOLs), consumables specific to that patient, or diagnostic charges.

4.3 Cancellation on the Day of Surgery

If a surgery is cancelled on the day it is scheduled, or after pre-operative preparation and lens/consumable procurement has already been completed, the advance amount may not be refundable, as these costs are directly incurred on the patient’s behalf and cannot be recovered by the hospital.

4.4 Medical Reasons for Postponement

If a surgery needs to be postponed due to a medical reason identified by our doctors (such as an infection, uncontrolled blood sugar, or other health condition that makes the procedure unsafe at that time), no cancellation charge will apply, and the amount paid will either be adjusted against the rescheduled surgery date or refunded upon request.

5. Refunds Due to Hospital Error

If a billing error, duplicate payment, or incorrect charge is identified, please bring it to our attention within 7 days of the transaction. Once verified by our billing department, the excess or incorrect amount will be refunded to the original mode of payment within 7–10 business days.

6. Insurance and Cashless Claims

For patients availing of cashless treatment through empanelled insurance companies, refund and settlement terms are governed by the respective insurance provider’s policy and TPA (Third Party Administrator) guidelines. Any amount paid by the patient over and above the approved insurance claim, due to policy exclusions or sub-limits, is handled as per standard hospital billing terms and is non-refundable once treatment has commenced.

7. Mode and Timeline of Refunds

Approved refunds will be processed using the same payment method originally used by the patient — cash refunds for cash payments, and card/UPI/net banking reversals for digital payments — within 7 to 10 business days from the date of refund approval, subject to processing times of the respective bank or payment gateway.

8. How to Request a Refund or Cancellation

To request a cancellation, rescheduling, or refund, please contact our hospital team directly:

Phone: +91 8169829194 / 9326030541 / 9870763959

Email: radhakrishnanetralaydigital@gmail.com

WhatsApp: +91 8169829194

In Person: Visit our reception desk at either our Kalyan East or Thane West branch

Please provide your patient ID, appointment date, and payment reference to help us process your request quickly.

9. Intraocular Lens (IOL) and Implant-Specific Refunds

Premium IOLs (such as multifocal, toric, or extended depth-of-focus lenses) used in cataract surgery are often ordered or reserved specifically for a patient based on their eye measurements. If a patient cancels surgery after such a lens has been procured or customised, the cost of the lens is generally non-refundable, even if the surgery itself is postponed or cancelled, since the implant cannot be reused for another patient.

10. Package and Bundled Treatment Refunds

Where a patient opts for a bundled treatment package (for example, a package covering both-eye cataract surgery or a combined LASIK and post-operative care package), refunds for the unused portion of the package will be calculated on a pro-rata basis after deducting the cost of services already availed, any applicable consumables used, and a reasonable administrative charge.

11. EMI and Third-Party Financing

If you have availed of a medical loan or EMI facility through a third-party financing partner to pay for your treatment, any refund due will first be adjusted against the outstanding loan amount with that financing partner, as per their terms. Any balance remaining after such adjustment will be refunded to you directly. Interest, processing fees, or foreclosure charges levied by the financing partner are outside the hospital’s control and are non-refundable by us.

12. Force Majeure

Radhakrishna Netralay & Superspeciality Eye Hospital shall not be held liable for delays, cancellations, or inability to provide refunds within the standard timeline due to circumstances beyond our reasonable control, including natural disasters, pandemics, government-imposed restrictions, strikes, power outages, or banking system failures. In such cases, refunds will be processed as soon as normal operations resume.

13. Dispute Resolution

If a patient disagrees with a refund decision made by our billing department, they may formally escalate the matter in writing (via email to radhakrishnanetralaydigital@gmail.com) to our hospital administration for review. We aim to resolve all such disputes fairly and within a reasonable time frame, keeping the patient informed at every stage.

14. Non-Refundable Items and Services

For clarity, the following are generally non-refundable once availed: consultation fees for completed consultations, diagnostic tests already performed, consumables and medications dispensed, custom-ordered implants or lenses already procured, and any government taxes or statutory levies already paid on your behalf.

15. Changes to This Policy

Radhakrishna Netralay & Superspeciality Eye Hospital reserves the right to update or modify this Refund & Cancellation Policy at any time. Any changes will be posted on this page with a revised “Last Updated” date. We recommend reviewing this page before booking any paid consultation, test, or procedure.

16. Contact Us

For any questions regarding this Refund & Cancellation Policy, reach out to us at:

Radhakrishna Netralay & Superspeciality Eye Hospital

Kalyan Branch: 1st Floor, Sai Suman Tower, Tisgaon Naka, Near Jari Mari Gate, Kalyan East – 421306

Thane Branch: 1st Floor, Shri Ganesh Building, Dr. Hajirnis, beside Axis Bank, off Lal Bahadur Shastri Marg, Kolbad, Uthalsar, Thane West, Thane, Maharashtra 400601

Phone: +91 8169829194

Email: radhakrishnanetralaydigital@gmail.com