Refund and Cancellation Policy

At Vivanta – The Kidney & Surgical Hospital, we aim to provide a transparent and hassle-free experience for appointments, diagnostic health check-ups, and any services booked or paid for through our website. This policy explains how cancellations, rescheduling, and refunds are handled.

1. Appointment Cancellations

• Appointments booked online or by phone can be cancelled or rescheduled free of charge, provided you notify us at least 24 hours before the scheduled appointment time.
• Cancellations made with less than 24 hours’ notice, or missed appointments (“no-shows”), may be subject to our standard rescheduling process; any applicable consultation fee already paid may not be refundable in such cases.
• To cancel or reschedule, please call us at +91 94272 65827 or email vivantakidneyhospital@gmail.com, quoting your name and appointment details.

2. Diagnostic Health Check-ups & Wellness Packages (Online Purchases)

For packages or check-ups purchased through our website’s online cart/checkout system:

• Cancellation before the scheduled test/appointment date: Requests made at least 24 hours in advance are eligible for a full refund or free rescheduling, at your preference.
• Cancellation on the same day or after the scheduled time: May be subject to a partial deduction to cover processing and administrative costs, unless the cancellation is due to a genuine medical emergency (supporting documentation may be requested).
• Once a diagnostic test/sample has been collected or a service has been rendered, the amount paid is non-refundable, as the service has already been performed.
• Rescheduling a health check-up: to a later date (subject to availability) is offered free of charge if requested at least 24 hours in advance.

3. Surgical & Procedural Bookings

• Advance payments made toward scheduled surgeries or procedures (e.g., TURP, laser prostate surgery, stone removal procedures) are refundable if cancelled with sufficient advance notice, as communicated by our billing/admissions team at the time of booking.
• If a procedure is cancelled or postponed on medical advice (by our doctors) due to the patient’s health condition, any advance paid will be adjusted toward the rescheduled date or refunded as applicable, after deducting any pre-procedure costs already incurred (such as pre-operative tests).
• Refunds for surgical deposits are processed only after due verification by our billing department and may take 7–14 working days to reflect in your original payment method.

4. How Refunds Are Processed

• Eligible refunds will be processed to the original mode of payment used at the time of booking.
• Refund processing typically takes 7–14 business days, depending on your bank or payment provider.
• You will receive a confirmation email or SMS once your refund has been initiated.
• For cash payments made at the hospital, refunds (where applicable) will be processed via bank transfer or cheque, subject to verification.

5. Non-Refundable Situations

Refunds will generally not be provided in the following cases:

• Diagnostic tests already conducted or samples already collected
• Consultations already completed
• Surgical or procedural costs already incurred (e.g., anesthesia, operation theatre charges) once the procedure has commenced
• No-shows without prior cancellation notice
• Packages availed partially, where a proportionate non-refundable amount applies to services already used

6. Insurance & Cashless Cases

For patients availing cashless treatment through insurance or a Third-Party Administrator (TPA), refund and cancellation terms may be governed by the respective insurer’s policy in addition to Vivanta’s terms. Please consult our billing/insurance desk for case-specific guidance before cancelling a cashless-approved procedure.

7. Need Help?

For any cancellation, rescheduling, or refund-related query, please reach out to our billing and patient support team:

• Vivanta – The Kidney & Surgical Hospital 404–405–406, 4th Floor, Aaditya Complex-B, VIP Circle, Utran, Surat – 394105
• Email: vivantakidneyhospital@gmail.com
• Phone: +91 94272 65827

8. Changes to This Policy

Vivanta reserves the right to update this Refund & Cancellation Policy at any time. Any changes will be posted on this page with a revised “Last Updated” date. We recommend reviewing this policy at the time of booking any service.