Refund and Cancellation Policy

1. Consultation Services

1.1 Cancellation by Patient

• 24+ hours notice: Full refund or free rescheduling
• 12-24 hours notice: 50% refund or free rescheduling
• Less than 12 hours notice: No refund, rescheduling subject to availability with 50% fee
• No-show: No refund, full consultation fee charged

1.2 Cancellation by Clinic

If we need to cancel or reschedule your appointment due to unforeseen circumstances (doctor unavailability, emergency, etc.), you will receive:

• Full refund of any advance payment
• Priority rescheduling at your convenience
• Notification as soon as possible

2. Diagnostic Tests and Procedures

2.1 Before Test/Procedure

• 48+ hours notice: Full refund minus administrative fee (NPR 500)
• 24-48 hours notice: 70% refund
• Less than 24 hours: 50% refund
• No-show: No refund

2.2 After Test/Procedure

Once a diagnostic test or procedure has been performed, no refund is available as the service has been rendered. However, if there are concerns about test quality or accuracy, we will:

• Review the test results with you
• Repeat the test at no additional charge if medically indicated and error is confirmed
• Provide alternative testing options if appropriate

3. Surgical Procedures

3.1 Pre-Surgery Cancellation

• 7+ days before surgery: Full refund minus booking fee (10% of total cost)
• 3-7 days before surgery: 70% refund
• 1-3 days before surgery: 50% refund
• Less than 24 hours: 25% refund
• Day of surgery: No refund

3.2 Medical Reasons

If surgery must be postponed due to medical reasons (patient health concerns, abnormal test results, etc.):

• Full refund or free rescheduling when medically cleared
• No cancellation fees apply
• Medical documentation may be required

3.3 Post-Surgery

Once surgery has been performed, no refund is available. However, we provide:

• Comprehensive post-operative care as part of the surgical package
• Management of complications at no additional charge (within 30 days)
• Follow-up consultations as medically necessary

4. Treatment Packages

4.1 Antenatal Care (ANC) Packages

• Before first visit: Full refund
• After 1-2 visits: Refund of unused portion minus 20% administrative fee
• After 3+ visits: Refund of unused portion minus 30% administrative fee
• Pregnancy loss: Full refund of unused portion with medical documentation

4.2 Delivery Packages

• Before delivery: Full refund minus booking fee (NPR 5,000)
• Change of delivery type: Adjustment based on actual services provided
• After delivery: No refund, but unused services can be credited toward future care

4.3 Fertility Treatment Packages

• Before treatment starts: Full refund minus consultation fees already incurred
• During treatment: Refund of unused portion based on services completed
• Unsuccessful cycle: No refund, but counseling and next steps discussed at no charge

5. Medications and Supplies

• Unopened medications: Full refund within 7 days with receipt
• Opened medications: No refund for safety and regulatory reasons
• Wrong medication dispensed: Full refund and correct medication provided
• Medical supplies: Refund available for unopened, unused items within 7 days

6. Emergency Services

Emergency medical services are non-refundable as they are provided immediately based on urgent medical need. However, we will work with you on payment plans if needed.

7. Refund Process

7.1 How to Request a Refund

• Contact us via phone (+977 9700682797) or email (care@gynenepal.com)
• Provide your appointment/service details and payment receipt
• State the reason for refund request
• Submit any required documentation

7.2 Processing Time

• Refund requests are reviewed within 3-5 business days
• Approved refunds are processed within 7-10 business days
• Refunds are issued to the original payment method
• Bank transfers may take additional 3-5 business days

7.3 Refund Methods

• Cash payments: Cash refund or bank transfer
• Bank transfers: Refund to original account
• Digital payments: Refund to original payment method
• Credit toward future services (if preferred)

8. Non-Refundable Items

The following are non-refundable:

• Completed consultations and examinations
• Performed diagnostic tests and procedures
• Completed surgical procedures
• Opened medications and medical supplies
• Emergency services
• Administrative and documentation fees
• Third-party services (laboratory tests sent to external labs)

9. Special Circumstances

9.1 Natural Disasters or Emergencies

In case of natural disasters, pandemics, or other emergencies preventing service delivery, full refunds or rescheduling will be provided without penalty.

9.2 Service Quality Issues

If you are dissatisfied with the quality of service, please contact us immediately. We will:

• Investigate your concerns thoroughly
• Provide remedial services at no charge if appropriate
• Consider partial or full refunds on a case-by-case basis

10. Insurance Claims

For services covered by insurance:

• Refunds are subject to insurance company policies
• We will provide necessary documentation for claims
• Patient is responsible for any non-covered amounts
• Refunds may be processed through insurance company

11. Disputes

If you disagree with a refund decision:

• Request a review by senior management
• Provide additional documentation if available
• We will respond within 7 business days
• Final decisions will be made in accordance with medical ethics and applicable laws

12. Contact Us

For refund requests or questions about this policy: