This policy is approved by the management of the Hospital and is applicable for all its units of and its affiliates. This policy is subject to revisions based on the decisions of the management.

1. The time provided for consultation to you is indicative and actual consultation time may change depending on the consulting doctor’s discretion and any other situational exigencies. If such situations require an appointment to be rescheduled, hospital staff shall reach out to you to for the same.

2. The Hospital, its doctors and its representatives reserve the right to refuse the service to any user without providing any reason.

3. Please ensure that you are equipped with proper video conference equipment and internet connectivity appropriate for the service you want to avail. We recommend at least 2mbps available bandwidth for this purpose.

4. In case of inadequate video conference equipment, technical error or defective internet connectivity at Hospital’s end, the Hospital reserves the right to reschedule or cancel your appointment. In such situations, the Company shall endeavor to notify you in advance on a reasonable effort basis.

1. Amount once paid through the payment gateway shall not be refunded other than in the following circumstances:

a. Multiple times debiting of Customer’s Bank Account due to technical error OR Customer's account being debited with excess amount in a single transaction due to technical error.

b. In case the customer has paid the full amount and due to non-availability of the doctor the consultation cannot be provided. The customer can opt for using the amount as a deposit for any future consultations at the Hospital or reschedule the appointment.

2. Company assumes no responsibility and shall incur no liability if it is unable to effect any Payment Instruction(s) on the Payment Date owing to any one or more of the following circumstances:

a. If the payment instructions(s) issued by you is/are incomplete, inaccurate and invalid.

Rescheduling by patient

1. If patient wants to reschedule the appointment, it can do so up to 30 min prior to the scheduled appointment time by calling the hospital help desk.

2. Hospital can reject the rescheduling request if the request is received less than 30 min before the scheduled time

3. Rescheduling is allowed only once after which it shall be treated as ‘No-Show’

‘No-show’ by patient

1. Given the nature of video consultation, it is expected that patient joins the video call using the link provided to the patient.

2. If the patient is late by more than 5 min for whatever reason (Technical or non-technical), it shall be treated as ‘No-Show’ by the patient and appointment shall be cancelled and patient shall not be eligible for any refund

1. The video consultation module is designed to work on both desktop and mobiles. However, it is recommended that you use desktop / laptop with a high-resolution camera and functional mic.

2. When system prompts that video and mic needs to be accessed for video consultation, please grant the permissions – otherwise obviously, you will not be able to do the consultation.

3. If using mobile, COPY & PASTE the link sent to you in the ‘Google Search Bar’ on you android device or in the Chrome browser, if installed on your mobile phone.

4. Because of continuous advancement in OS and explorers, some older versions may not be supported. Please ensure you have a newer versions installed