Explore Our Services

REFUND & CANCELLATION POLICY — SMTHOSPITAL.IN

This Refund & Cancellation Policy applies to all online services booked through smthospital.in, the official digital platform of Surendera Maternity And Trauma Hospital, Main Rewari Bawal Road, Opp. Sec-2, Bawal.

Since our website sells online consultations and digital medical programs only, the following rules apply.

1. General Policy

Online consultations, telemedicine sessions, and digital health programs require advance booking and doctor time allocation.
Once a slot is allotted or resources are assigned, cancellations impact medical scheduling.

Therefore, all confirmed bookings follow the non-refundable policy described below.

2. No Refund After Consultation or Review

A refund cannot be provided under the following circumstances:

  • The consultation has already taken place

  • The doctor has reviewed your records, reports, or history

  • A program has already started

  • A time slot has been reserved and clinical resources assigned

  • You missed or skipped your appointment without prior notice

Once doctor time is blocked or any medical analysis begins, no refund applies.

3. Eligible Refund Situations (Hospital-Initiated)

A refund is considered only in the following cases:

✔ Doctor Unavailability

If the assigned doctor becomes unavailable and the hospital cannot arrange an alternative slot within a reasonable time.

✔ Service Not Delivered by Hospital

If the hospital cannot deliver the booked service due to internal operational issues.

✔ Duplicate Payment

If the same service is paid for twice accidentally.

Refunds in these cases are reviewed and processed at the sole discretion of Surendera Maternity And Trauma Hospital.

4. Rescheduling Policy

We understand emergencies happen.
Users may request rescheduling once, subject to:

  • Availability of the doctor

  • Request made at least 4 hours before the scheduled slot

  • Hospital approval

Repeat rescheduling is not guaranteed.

5. No Refund for the Following Scenarios

Refunds are not applicable if:

  1. The user fails to attend the consultation

  2. The user shares incomplete/wrong information

  3. Network issues or device problems from the user’s side

  4. A physical examination is required after teleconsultation

  5. The doctor advises visiting a hospital due to clinical necessity

  6. The patient is dissatisfied because the advice does not match expectations

  7. The user books the wrong service by mistake

  8. Late appearance beyond the allowed waiting period

The hospital cannot be held responsible for technical issues on the user’s device or internet connection.

6. Processing Time for Approved Refunds

If a refund is approved:

  • It will be processed to the original payment method

  • Processing time is typically 7–14 working days (depends on the bank/payment gateway)

  • The hospital has no control over delays caused by banks or payment partners

7. Program/Package Refunds

Premium multi-week or multi-month programs (maternity, trauma, neonatal, or international programs) involve:

  • Senior specialist allocation

  • Weekly scheduling

  • Planning & medical resource usage

  • Concierge-level support

Hence, once a premium program is purchased and initiated, refunds are not permitted.

Only hospital-initiated cancellations (doctor unavailability or technical inability to deliver) may qualify for review.

8. Contact for Refund Queries

All refund and cancellation requests must be emailed to:

📧 smthospital.bawal@gmail.com
📞 +91 7494868276

Include:

  • Name

  • Registered email

  • Phone number

  • Order/booking ID

  • Reason for refund request

Incomplete requests will not be processed.

9. Final Decision Authority

Surendera Maternity And Trauma Hospital reserves the full and final right to approve or reject any refund request based on:

  • Medical guidelines

  • Telemedicine compliance

  • Hospital policy

  • Service usage status

All decisions are final and binding.