For online consultation bookings made through our website (Zoho Bookings)
📋 Summary: Online OPD bookings must be made at least 24 hours before your chosen slot. Cancellations or rescheduling are only allowed if your request is made more than 48 hours before the appointment — in that case, a cancellation receives a ₹450 refund (a ₹50 Zoho Bookings payment processing fee is retained). Any cancellation or reschedule request within 48 hours of the slot is strictly non-refundable (zero refund). Hospital-side cancellations follow Section 3.2.
This Refund & Cancellation Policy applies exclusively to online payments made through the Madhavi Netralaya website (www.madhavinetralaya.com) via Zoho Bookings for the purpose of booking OPD consultations.
It does not apply to:
| Service | Fee (Online) | Adjustable Against Treatment? |
|---|---|---|
| OPD Consultation — Any Speciality (Cataract, Retina, Glaucoma, Cornea, Oculoplasty, Refractive, Dry Eye) |
₹500 | Yes — the ₹500 fee is deductible from the cost of any procedure or surgery advised during the same visit or within 27 days. |
| Endoscopic DCR Pre-operative Consultation (Dr. Vibhor Malhotra — Guest Specialist) |
₹500 | Yes — adjustable against the DCR procedure cost. |
All fees are inclusive of GST where applicable. The fee entitles the patient to a single consultation visit with the selected doctor on the confirmed date.
Booking lead time: Appointments must be booked at least 24 hours in advance of the selected slot (Indian Standard Time). The website will not allow payment for slots inside this window.
| When you cancel or request reschedule | Outcome | Processing time |
|---|---|---|
| More than 48 hours before the confirmed appointment slot | Cancellation: ₹450 is refunded to the original payment method; ₹50 is retained as a Zoho Bookings payment processing fee. Rescheduling: permitted once per policy in Section 4, subject to slot availability — no refund of the consultation fee for a mere reschedule. | Refunds: typically 5–7 working days to the original payment method after approval |
| 48 hours or less before the appointment slot (including same-day and next-day slots inside this window) | Strictly non-refundable. No reschedule via the online portal. Zero refund. | N/A |
| No-show (patient does not attend without notice) | No refund | N/A |
| After the appointment has taken place | No refund | N/A |
You may submit cancellation or reschedule requests through the Zoho Bookings portal (using your booking confirmation reference and registered phone number) or by contacting the hospital — eligibility is determined solely by the 48-hour rule above and the server timestamp at the time of processing.
⚠️ Note on payment processing charges: Zoho Bookings and its payment partners may deduct a small transaction fee at the point of payment collection. In the event of a refund, this deducted portion may not be refundable as it represents a cost incurred by the payment processor on the original transaction.
In exceptional circumstances — including but not limited to: medical emergencies, doctor unavailability due to illness, natural calamity, or force majeure — Madhavi Netralaya may need to cancel or reschedule a confirmed appointment. In such cases:
Consultations with Dr. Vibhor Malhotra (Endoscopic DCR specialist) are held on scheduled visit dates. If a patient's booked session is cancelled due to the visiting doctor's unavailability:
Patients who have paid and wish to change their appointment date or time may do so only if the new request is made more than 48 hours before the current confirmed slot. The new slot must also respect the 24-hour booking lead time rule (Section 3).
To initiate a refund (for eligible cancellations per Section 3 above):
✅ Refund timelines are governed by Zoho Bookings, its payment partners, and your bank's processing times. Madhavi Netralaya initiates all eligible refunds within 1 working day of approval — the subsequent bank credit time is outside our control.
We strongly encourage patients to contact us directly before initiating a chargeback with their bank. Most payment concerns can be resolved quickly through our front desk team. Chargebacks initiated without prior communication with Madhavi Netralaya may be contested with supporting documentation.
If you are unsatisfied with a refund decision, you may escalate to:
All online appointment bookings and payments are processed securely through Zoho Bookings, our integrated scheduling and payment platform. Madhavi Netralaya does not store your card number, CVV, UPI PIN, or banking credentials on our servers at any point. Payment data is handled within Zoho's secure, PCI-DSS compliant infrastructure.
Booking and payment-related data (confirmation reference, amount, appointment details) is retained for a period of 7 years as required by Indian financial and tax regulations.
This policy is governed by the laws of the Republic of India. Any dispute arising under this policy shall be subject to the exclusive jurisdiction of competent courts in Ara, Bhojpur, Bihar.
Madhavi Netralaya reserves the right to update this policy at any time. The "Last Updated" date at the top of this page reflects the current version. Continued use of the online booking system constitutes acceptance of the then-current policy.
Our front desk team handles all payment queries promptly during OPD hours.
📞 1800-571-9090 (Toll-Free · 24/7 for emergencies; billing queries: Mon–Sat, 9 AM–3 PM)
📍 Madhavi Netralaya, Near Maharaja College Gate, South Ramna Road, Ara, Bihar – 802271
Response time for email refund requests: within 1 working day (Mon–Sat, 9 AM–3 PM IST).