Legal
Cancellation & Refund Policy
How to cancel or reschedule an appointment or health package, how advance deposits are settled after discharge, and how to follow up on a refund that has not reached you.
The principle we work to
If you have paid for something you did not receive, that money should come back to you. If a service was delivered — a consultation attended, a scan performed, an implant used — it is charged for. Everything below follows from those two ideas.
This policy covers outpatient appointments, health check packages, diagnostic bookings and inpatient advance deposits. Amounts settled by an insurer or a third-party administrator follow that organisation's own process, which the insurance desk will explain.
Cancelling and rescheduling
Tell us as early as you can. An unused slot given back in time goes to another patient who needs it.
Outpatient appointments
Cancel or reschedule by calling the appointment desk or replying to your confirmation. There is no charge for cancelling a consultation you have not attended. Registration or consultation fees already paid are adjusted against your rescheduled visit.
OpenWhen we have to reschedule
If a consultant is called into an emergency or is unavailable, the appointment desk contacts you to offer another slot, another consultant, or a refund of anything you have paid in advance for that visit.
OpenHealth check packages
A booked package can be rescheduled to another date, or cancelled before any test in it has been performed. Once tests have been carried out, the components already completed are chargeable and the balance is refunded.
OpenDiagnostic and imaging bookings
A scan or investigation cancelled before it is performed is refundable. Where a contrast agent, a consumable or a specialised preparation has already been used for you, that cost is deducted.
OpenAdvance deposits and settlement after discharge
Planned admissions usually involve an advance deposit against the estimated cost of treatment. This is a deposit, not a fee. It is held against your bill and settled when you are discharged.
At discharge, the billing desk prepares a final bill setting out room charges, consultant fees, investigations, medicines, consumables, procedure and theatre charges. Your advance is applied against that total. If the final bill is less than the advance, the balance is refundable to you. If it is more, the difference is payable before discharge is completed.
Where treatment is cashless, the advance deposit is settled only after the insurer has processed the claim and told the hospital what portion it will pay. That step is outside the hospital's control, and it is the usual reason a refund takes longer than families expect. The insurance and TPA desk can tell you where your claim currently stands.
How a refund is processed
Refunds are returned by the same route the payment came in — we do not switch a card payment into cash.
- Final bill is generated
The billing desk closes the account and identifies the refundable balance. Ask for a copy of the final bill and the refund note; you are entitled to both.
- Refund is approved
The refund is verified against the receipts on file and approved by the accounts department. Bring your original payment receipts, as they speed this step up considerably.
- Returned by the original payment method
Card and UPI payments are reversed to the same card or account. Bank transfers are returned to the account they came from. Cash refunds are made at the billing counter against signature and identity proof.
- Bank processing time
Once the hospital releases a refund, your bank or card issuer takes its own time to credit it. Ask the billing desk to confirm the expected timeline for your payment method, and keep the refund reference number to trace it with your bank.
What is not refundable
- Consultations, investigations, procedures and treatments that have already been provided
- Medicines and consumables that have been dispensed and taken out of the pharmacy, and any item opened or used for you
- Implants, prostheses and devices ordered or fitted specifically for you
- Blood and blood component processing charges once cross-matching or issue has taken place
- Registration and administrative charges, which cover work already done
- Statutory charges and taxes that the hospital has already remitted to the government
Contact the billing desk at the hospital with your registration number, bill number and payment receipt. If the matter is not resolved to your satisfaction, escalate it in writing through the complaints and grievances process, or email info@simsanantapur.in with 'Refund' in the subject line. Please keep your receipts until the refund is credited.
Not sure which department you need?
Share your symptoms and the appointment desk will route you to the right consultant. For anything sudden or severe, do not wait for a callback — come to the emergency department.