1. Our Commitment
Nerigame Geriatric Hospital (“the Hospital”), situated in [Specific Location, e.g., Guwahati], Assam, is dedicated to providing specialized care for the elderly with transparency and compassion. This Refund Policy outlines the procedures and conditions under which patients or their authorized representatives can claim a refund for payments made to the Hospital. We aim for a fair and clear process, understanding the specific needs of our geriatric patients and their families.
2. Scope of Policy
This policy applies to all payments received for services rendered or proposed to be rendered by Nerigame Geriatric Hospital, including but not limited to:
- Advance deposits collected at the time of admission or for booking procedures.
- Payments made for inpatient stays (room rent, nursing charges, etc.).
- Payments for outpatient consultations, diagnostic tests, and therapies (Physiotherapy, Occupational Therapy, etc.).
- Payments towards health check-up packages, long-term care plans, or rehabilitation packages.
- Any other pre-paid services.
3. General Refund Principles
- Refunds are primarily processed for services paid for in advance but not utilized by the patient.
- Services already delivered, consultations conducted, tests performed, and consumables/medicines dispensed are generally non-refundable.
- All refund requests are subject to verification and approval by the Hospital’s Billing and Accounts Department.
- Refunds will be processed in compliance with prevailing Indian laws and regulations.
- Refunds will typically be issued through the original mode of payment (e.g., bank transfer/NEFT/RTGS to the source account, reversal to credit/debit card). In specific cases, refunds may be processed via account payee cheque. Cash refunds are generally limited to small amounts as per hospital discretion and policy.
- Appropriate deductions, such as administrative charges or costs incurred by the hospital for preparations, may apply as detailed below.
4. Specific Refund Scenarios
4.1. Admission Advance / Deposits:
Cancellation Before Admission:
* If admission is cancelled by the patient/representative at least 48 hours prior to the scheduled admission time: A full refund of the advance deposit will be issued, less a nominal administrative charge of INR 500.
* If admission is cancelled less than 48 hours prior, or 24 hours prior to the scheduled admission time: The Hospital may retain a portion of the deposit equivalent to one day’s estimated basic charges a fixed cancellation fee of INR 3000, whichever is lower, to cover booking and preparatory costs. The remaining balance will be refunded.
* Non-Admission Due to Medical Reasons (Hospital Advised): If, upon arrival or assessment, Nerigame’s medical team advises against admission for clinical reasons, the full advance deposit will be refunded.
* Patient Demise Before Admission: In the unfortunate event of the patient passing away before the scheduled admission, the full advance deposit will be refunded upon submission of necessary documents (e.g., death certificate copy).
* No Show: If the patient does not arrive for admission at the scheduled time without prior information, the advance deposit may be forfeited. Exceptions may be considered on compassionate grounds upon written request and review by management.
4.2. Inpatient Services
* Any excess amount remaining from advance payments after the final bill is settled upon discharge, transfer, or demise of the patient will be refunded.
* The final bill is calculated based on the actual length of stay, services utilized (doctor visits, procedures, tests, room rent, nursing care, etc.), medicines consumed, and consumables used, as per the hospital’s standard tariff.
* In the event of a patient’s unfortunate demise during hospitalization, billing will cease from the declared time of death. The final bill will be prepared, and any excess deposit will be refunded to the authorized next-of-kin after settlement.
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4.3. Outpatient Consultations, Diagnostics & Therapies
* Cancellation:
* For pre-paid appointments cancelled at least 24 hours in advance: A full refund will be processed.
* For cancellations made less than 24 hours in advance or for no-shows: The amount paid may be forfeited or partially refunded (e.g., 50% deduction) at the discretion of the management, considering the resources allocated. Alternatively, the appointment may be rescheduled once, subject to availability.
* Service Unavailability: If a pre-paid service (e.g., diagnostic test) cannot be performed due to reasons attributable to the Hospital (e.g., equipment breakdown), the patient will be offered a full refund or rescheduling at the earliest convenience.
4.4. Packages (Health Check-ups, Long-Term Care, Rehab)
* Refunds for discontinuation of pre-paid packages will be considered on a case-by-case basis.
* The value of services already utilized within the package will be calculated based on the Hospital’s standard à la carte rates (not the discounted package rates).
* The refundable amount will be the total package amount paid minus the calculated value of services utilized and potentially an administrative/cancellation fee of 10% of package cost.
* Specific terms and conditions mentioned in the individual package agreement will prevail if they differ from this general policy.
4.5. Overpayments / Erroneous Payments
* Any amount paid by the patient/representative exceeding the final billed amount, or any confirmed instance of double payment, will be refunded in full after verification by the Accounts Department.
5. Non-Refundable Charges
The following charges are typically non-refundable:
- Registration Fees.
- Charges for services, procedures, tests already completed.
- Cost of medicines, drugs, and medical supplies already dispensed and issued to the patient.
- Cost of consumables, implants, or specific items used during procedures or the stay.
- Administrative charges as specified in this policy.
- Any service explicitly stated as non-refundable at the time of purchase/booking.
6. Refund Processing Procedure
- To initiate a refund, the patient or their authorized representative must submit a completed Refund Request Form (available at the Billing counter).
- The form must be accompanied by:
- Original payment receipt(s).
- Patient’s Hospital Identification details (UHID/IP No./OP No.).
- Valid Government-issued Photo ID proof of the claimant.
- In case of refund to next-of-kin (due to patient’s demise), relationship proof and a copy of the Death Certificate are required.
- Accurate bank account details (Account Holder Name, Account Number, Bank Name, Branch Address, IFSC Code) for processing NEFT/RTGS refunds. A cancelled cheque copy may be requested.
- The Billing/Accounts department will verify the request against patient records and this policy.
- Eligible refunds will typically be processed within 10 to 15 working days from the date of submission of the completed Refund Request Form and all required documents.
- The claimant will be informed via SMS or phone call once the refund is processed or if any further information is required.
7. Contact for Queries
For any questions regarding this refund policy or the status of a refund request, please contact:
- Department: Billing and Accounts Department
- Location: GNB COMPLEX, BLOCK B, Suderashan Public School Rd, Jaya Nagar, Khanapara, Guwahati, Assam 781022
- Phone: 1800 123 8896
- Email: care@nerigame.com
- Timings: Working Hours, e.g., 9:00 AM to 5:00 PM, Monday to Saturday
8. Policy Amendments
Nerigame Geriatric Hospital reserves the right to modify or update this Refund Policy at any time without prior notice. The revised policy will be effective immediately upon being displayed at the Hospital premises and/or updated on the Hospital website .
9. Disclaimer
This policy serves as a guideline. Specific circumstances may warrant review on a case-by-case basis by Hospital Management. This policy does not override any mandatory statutory requirements under Indian law.
