Refund & Cancellation Policy
Effective Date: January 1, 2026
•
Applicable Jurisdiction: India
At RSX Hospital, we strive to provide seamless healthcare services. However, we understand that plans change. This policy outlines the terms under which cancellations are allowed and refunds are processed for our digital (Telemedicine/AI) and physical services.
1. Telemedicine & Online Consultations
This section applies to video consultations, audio calls, and chat-based consultations with doctors booked via the RSX Hospital website or app.
| Cancellation Time | Refund Applicable | Action |
|---|---|---|
| More than 2 hours before appointment | 100% Refund | Refund processed automatically to source. |
| Less than 2 hours before appointment | No Refund | Consultation fee is forfeited as a “Slot Blocking Fee”. |
| Doctor No-Show / Cancellation | 100% Refund | Full refund + Priority rescheduling offered. |
Patient No-Show Policy
If a patient does not join the video call within 15 minutes of the scheduled start time, it will be treated as a “No-Show.” The appointment will be marked complete, and no refund will be issued.
2. Technical Failures & AI Issues
Given the digital nature of our hybrid model, we protect users against technical glitches.
- Video Call Failure: If the consultation cannot be completed due to a technical error on the RSX platform (server crash, app failure), a 100% Refund will be initiated, or a free reschedule will be provided immediately.
- AI Diagnostics Fees: Fees paid for standalone AI Diagnostic Reports are generally non-refundable once the report is generated. However, if the report is blank, corrupted, or inaccessible due to a system error, a full refund applies.
- Connectivity Issues: Refunds are not granted for issues arising from the patient’s unstable internet connection or incompatible device.
3. Clinic Visits & Lab Tests
OPD / Physical Consultations
Cancellations for physical visits must be made at least 4 hours prior to the appointment time for a full refund. Cancellations made within 4 hours incur a ₹200 convenience fee deduction.
Lab Tests & Home Collection
- Before Sample Collection: 100% Refund if cancelled 2 hours before the scheduled pickup slot.
- Technician Arrived/En-route: If cancelled after the technician has traveled to your location, a visit charge (₹300) will be deducted from the refund.
- After Sample Collection: Once the blood/sample leaves your premises, no refund is possible as the consumable kits have been utilized.
4. Refund Timeline & Method
All refunds are processed back to the original source of payment (Credit Card, UPI, Net Banking).
Note: The timeline for bank refunds depends on the issuing bank’s processing speed, which is beyond RSX Hospital’s control.
5. Contact for Disputes
If you believe a refund has been wrongly denied or has not been credited within the stipulated time, please contact our financial reconciliation team.
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