Cancellation Refund Policy | Star Hospitals

Refund and Cancellation Policy for video Consultation payments

This policy is approved by the management of STAR Hospitals and is applicable to all units of STAR Hospitals and its affiliates. This policy is subject to revision based on the decisions of the management.

Amount once paid through the payment gateway shall not be refunded other than in the following circumstances:

Multiple times debiting of Customer’s Bank Account due to technical error OR Customer's account being debited with excess amount in a single transaction due to technical error.

In case the customer has paid the full amount and due to the non-availability of the doctor the consultation cannot be provided.

The customer can opt to use the amount as a deposit for any future consultations at STAR Hospitals.

If the services have not been availed and the customer does not intend to keep them as a deposit with STAR Hospitals. The customer can send an email to ‘[email protected]’ in the detailed format shared in Annexure 1 below.

The refund request will be processed manually after due verification. If the claim is found valid the eligible amount will be refunded by STAR Hospitals through electronic mode within the next Seven (7) working days from the date of receiving the email request in the format shared in Annexure 1 below.

It may take 3 to 21 working days for the payment to reflect in your bank account depending on your bank's policy.

The company assumes no responsibility and shall incur no liability if it is unable to effect any Payment Instruction(s) on the Payment Date owing to any one or more of the following circumstances:

If the payment instructions(s) issued by you is/are incomplete, inaccurate, and invalid.

If the receiving bank refuses or delays in honoring the Payment instruction(s).

Circumstances beyond the control of the Company (including, but not limited to, fire, flood, natural disasters, bank strikes, power failure, and systems failures like computer or telephone lines breakdown due to an unforeseeable cause or interference from an outside force)

In case the payment is not effected for any reason, you will be intimated about the failed payment by e-mail.

User agrees that Company, in its sole discretion, for any or no reason, and without penalty, may suspend or terminate his/her account (or any part thereof) or use of the services and remove and discard all or any part of his/her account, user profile, or his/her recipient profile, at any time. The company may also in its sole discretion and at any time discontinue providing access to the Services, or any part thereof, with or without notice. User agrees that any termination of his/her access to the Service or any account he/she may have, or portion thereof may be effected without prior notice, and also agree that the company will not be liable to the user or any third party for any such termination. Any suspected, fraudulent, abusive, or illegal activity may be referred to appropriate law enforcement authorities. These remedies are in addition to any other remedies the company may have at law or in equity. Upon termination for any reason, the user agrees to stop using the services immediately.

Company may elect to resolve any dispute, controversy, or claim arising out of or relating to this Agreement or Service provided in connection with this Agreement by binding arbitration in accordance with the provisions of the Indian Arbitration & Conciliation Act 1996, Any such dispute, controversy or claim shall be arbitrated on an individual basis and shall not be consolidated in any arbitration with any claim or controversy of any other party.

Governing Law & Jurisdiction: Subject to the foregoing, it is hereby expressly agreed and declared that the court of competent jurisdiction in Hyderabad alone shall have jurisdiction with respect to matters pertaining hereto.

In case of a refund, the Customer should email to “[email protected]” with the following details. Do send the refund details from the registered email ID or the ID used for raising the Video Consultation Request.