This Refund and Cancellation Policy governs payments made by patients through the HTMATE platform using any supported payment modes, for healthcare services provided by registered clinics, hospitals, diagnostic centres, or healthcare facilities (“Providers”).
Nature of Services
Payments made through the platform relate to healthcare services, including but not limited to consultations, procedures, diagnostics, treatments, or related facility services. As healthcare services are typically time-bound and service-based, cancellation and refund eligibility is subject to the Provider’s clinical and operational policies.
Cancellation Policy
- Cancellation requests will be considered only if the request is made before the healthcare service is delivered or before the scheduled appointment/visit time, as applicable.
- Once a consultation, diagnostic test, procedure, or treatment has been initiated or delivered, cancellation requests may not be entertained.
- Same-day cancellations or corrections may be permitted at the discretion of the Provider and subject to internal billing policies.
- HLTHTek does not independently approve or reject cancellations; the final decision rests solely with the concerned Provider.
Refund Policy
Refunds, if applicable, are issued only upon approval by the healthcare Provider who collected the payment.
Refund eligibility may arise in cases such as:
- Duplicate or erroneous payment.
- Service not availed due to provider-side cancellation.
- Billing errors acknowledged by the Provider.
Refunds are not applicable for services already rendered, missed appointments (no-shows), or partially availed services, unless explicitly approved by the Provider.
Refund Processing Timeline
- Once a refund is approved by the Provider, the refund will be initiated through the original mode of payment.
- Refund processing typically takes 5–7 business days, depending on the bank or payment service provider.
- HLTHTek is not responsible for delays caused by banks, payment networks, or third-party payment processors.
Billing Disputes & Clarifications
- Any dispute regarding charges, refunds, or cancellations must be raised directly with the healthcare Provider where the service was availed.
- HLTHTek acts solely as a technology and payment facilitation platform and does not assume responsibility for clinical services, pricing decisions, or refund approvals.
Platform Role Disclaimer
- HLTHTek does not collect, hold, or settle patient funds.
- All payments are processed directly between the patient and the healthcare Provider via PhonePe or other enabled payment modes.
- HLTHTek's role is limited to enabling digital payment initiation and transaction status reporting.
Contact Information
For refund or cancellation-related queries, patients are advised to contact the respective healthcare Provider or facility billing desk where the payment was made.