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Refund Policy

Disha Eye Hospital Cancellation & Refund Policy

This policy outlines the circumstances under which Disha Eye Hospitals will process cancellations and refunds for OPD, IPD, Pharmacy and Optical services.

OPD (Outpatient Department)

  1. Complimentary Services:
    • If the consultant decides and marks the bill as “Complimentary” as per the discretion of the consultant.
  2. Wrong Appointment:
    • Refunds will be provided if the hospital schedules an incorrect appointment for the patient.
  3. Service Unavailability:
    • Refunds will be issued if services cannot be provided by the hospital due to technical breakdowns or similar issues.
  4. Consultant Unavailability:
    • Refunds will be processed if the assigned consultant is unavailable.

IPD (Inpatient Department)

  1. OT (Operation Theatre) Cancellation:
    • Refunds will be issued if the surgery is cancelled due to various reasons.
  3. Procedure Change:
    • Adjustments will be made if the procedure performed differs from the estimate (either partially performed or extended).
  4. Mediclaim Approval Changes:
    • Refunds will reflect any changes in insurance approval amounts.
  5. Patient Unfit for Surgery:
    • Refunds will be given if the patient is unable to undergo surgery due to health conditions (e.g., high BP, unfit on OT table, etc.) and based on decision of the surgeon.
  6. Surgeon Unavailability:
    • If the surgeon is unavailable, an alternate surgeon will be offered. If the patient refuses the alternate surgeon, the surgery will be cancelled, and a refund will be processed.

Pharmacy

  1. No Refunds under any circumstances strictly as per management’s decision.
  2. Exchange Policy:
    • If a consultant changes the prescribed medication and if patient has previously purchased an excess quantity which unopened and unused medicines can be exchanged for alternate medicines.
    • Medicines must be returned in their original, untampered packaging (e.g., vials or strips).

Optical Services

  1. Defective Products:
    • Refunds or replacements will be provided for defective frames or lenses at/after delivery.
  2. Unsatisfactory Lenses:
    • Refunds or replacements will be given if the patient is dissatisfied with the lenses at/after delivery.
  3. Order Cancellations:
    • Refunds will be processed if the optical order is cancelled for any reason.

Refund Policy

  1. For Cash Payments:
    • Refunds (partial or full) will be issued in cash on the same day.
    • No cash limit applies for refunds.  
  2. For Debit/Credit Card Payments:
    • For refunds below ₹5000 can be issued in cash on the same day.
    • For refunds above ₹5000, refund will will be transferred to the patient’s bank account within 7 working days from the Accounts office. (bank details must be provided by the patient).
  3. For UPI Payments:  
    • Refunds for UPI transactions will be transferred directly to the UPI-linked bank account / app directly. The refund timeline is the same day or within T+1 business day. No amount capping – any amount can be refunded.

The Accounts Office of the respective branch along with the department issuing the refund, must ensure that all standard documentation is completed and that the necessary parties are informed.