Online Payment & Refund Policy

1. Policy Overview

The Smart T Web Hospital, Gujarat's Top #1 Hospital Healthcare Solution Point, is committed to providing transparent, secure, and convenient payment options for all our healthcare services. This Online Payment & Refund Policy outlines our procedures for processing payments, handling refunds, and managing financial transactions in compliance with Indian healthcare regulations and payment industry standards.

Since our establishment in 2012, we have prioritized patient satisfaction and financial transparency. Our 100-bedded facility operates 24/7, serving emergency and routine healthcare needs with a commitment to ethical billing practices and secure payment processing.

This policy applies to all patients, caregivers, and authorized representatives making payments for healthcare services at The Smart T Web Hospital. We strive to ensure that our payment processes are accessible, secure, and compliant with all applicable laws and regulations.

Our billing department is available during regular business hours to assist with payment questions, billing inquiries, and refund requests. For emergency services, payment arrangements can be made after stabilizing treatment has been provided.

2. Accepted Payment Methods

The Smart T Web Hospital accepts multiple payment methods to accommodate our diverse patient population. All payment methods are processed through secure, PCI-DSS compliant systems to ensure the safety of your financial information.

2.1 Online Payment Methods

• Credit Cards: Visa, MasterCard, American Express, and RuPay cards
• Debit Cards: All major Indian and international debit cards
• Net Banking: Direct bank transfers from major Indian banks
• Digital Wallets: Paytm, PhonePe, Google Pay, and other UPI-enabled applications
• UPI Payments: Unified Payments Interface for instant bank transfers
• NEFT/RTGS: National Electronic Funds Transfer and Real Time Gross Settlement

2.2 Traditional Payment Methods

• Cash Payments: Accepted at our hospital premises with proper receipts
• Bank Drafts: Demand drafts drawn in favor of The Smart T Web Hospital
• Cheques: Account payee cheques with proper identification
• Insurance Direct Billing: Direct settlement with approved insurance providers

2.3 International Payment Options

For international patients, we accept:

• International credit and debit cards
• Wire transfers through SWIFT network
• Foreign currency drafts (subject to conversion rates)
• International online payment gateways

3. Online Payment Processing

3.1 Payment Gateway Security

Our online payment system utilizes industry-leading payment gateways that comply with:

• PCI DSS (Payment Card Industry Data Security Standard) Level 1 certification
• SSL encryption for all transaction data
• Two-factor authentication for enhanced security
• Real-time fraud detection and prevention systems
• Tokenization of sensitive payment information

3.2 Transaction Processing Time

Payment processing times vary by method:

• Credit/Debit Cards: Instant to 2 business days
• Net Banking: Instant to 1 business day
• UPI Payments: Instant processing
• Digital Wallets: Instant to 30 minutes
• NEFT/RTGS: Same day to 1 business day

3.3 Payment Confirmation

Upon successful payment, you will receive:

• Immediate on-screen confirmation with transaction ID
• Email receipt within 15 minutes of payment
• SMS confirmation to registered mobile number
• Updated account balance in your patient portal

3.4 Recurring Payments

For ongoing treatments or subscription services:

• Patients can opt for automatic recurring billing
• Advance notification 3 days before each charge
• Easy cancellation or modification options
• Secure storage of payment preferences

4. Billing Procedures

4.1 Service Pricing

Our healthcare services are priced transparently with no hidden charges:

• Emergency Care: Starting from ₹500
• General Medicine Consultation: Starting from ₹300
• Specialist Consultations: ₹400 to ₹800 depending on specialty
• Diagnostic Tests: ₹200 to ₹2000 based on complexity
• Surgical Procedures: Quoted individually based on complexity
• Room Charges: ₹1000 to ₹5000 per day depending on category

4.2 Billing Timeline

• Outpatient bills generated immediately after service
• Inpatient bills updated daily and final bill on discharge
• Electronic bills sent via email within 24 hours
• Physical bills available at discharge or upon request

4.3 Bill Itemization

All bills include detailed breakdown of:

• Professional fees for medical consultations
• Diagnostic and laboratory charges
• Medication and pharmaceutical costs
• Room and accommodation charges
• Equipment and procedure costs
• Applicable taxes and surcharges

4.4 Advance Payments

For planned procedures and admissions:

• Advance deposit may be required for surgery
• Estimate provided 24 hours before procedure
• Excess advances refunded within 5 business days
• Online advance payment options available

6. Refund Eligibility

6.1 Eligible Refund Scenarios

Refunds may be processed in the following situations:

• Cancelled Appointments: 24+ hours advance notice required
• Duplicate Payments: Accidental multiple transactions
• Overcharges: Billing errors or incorrect fee calculations
• Unused Advance Payments: Excess deposits after treatment completion
• Insurance Coverage: Services covered post-payment by insurance
• Service Not Rendered: Medical services not provided due to hospital reasons
• Technical Errors: Payment processing errors or system failures

6.2 Non-Refundable Charges

The following charges are generally non-refundable:

• Emergency services already rendered
• Consultations completed by medical professionals
• Diagnostic tests and laboratory procedures performed
• Medications dispensed and consumables used
• Room charges for occupied accommodation
• Administrative and processing fees
• Same-day appointment cancellations (subject to exceptions)

6.3 Partial Refunds

In certain circumstances, partial refunds may be considered:

• Interrupted treatment due to hospital constraints
• Downgrade in room category due to unavailability
• Service modifications at patient request
• Insurance partial coverage scenarios

6.4 Medical Emergency Exceptions

Special consideration for refunds during:

• Patient medical emergencies preventing appointment attendance
• Sudden deterioration requiring transfer to specialized facility
• Unforeseen medical complications
• Doctor unavailability due to emergency duties

7. Refund Processing

7.1 Refund Request Procedure

To request a refund, patients must:

• Submit written refund request within 30 days of payment
• Provide original payment receipt and transaction details
• Include medical records or appointment details if applicable
• Specify reason for refund request with supporting documentation
• Complete refund request form available online or at hospital

7.2 Review and Approval Process

Refund requests undergo the following review:

• Initial Review: 2-3 business days by billing department
• Medical Review: 5-7 business days if medical evaluation needed
• Management Approval: 2-3 business days for final authorization
• Patient Notification: Within 24 hours of decision

7.3 Refund Processing Timeline

Approved refunds are processed as follows:

• Credit Card Refunds: 5-7 business days
• Debit Card Refunds: 7-10 business days
• Net Banking Refunds: 3-5 business days
• UPI/Wallet Refunds: 1-3 business days
• Cash Refunds: Available immediately upon approval
• Bank Transfer Refunds: 1-3 business days

7.4 Refund Documentation

For all processed refunds, we provide:

• Refund confirmation letter with details
• Updated billing statement showing adjustment
• Electronic receipt for refund transaction
• Reference number for future inquiries

8. Insurance & Third-Party Payments

8.1 Insurance Direct Billing

We work with major insurance providers for direct billing:

• Pre-authorization obtained for planned procedures
• Direct settlement with approved insurance companies
• Patient responsible only for co-payments and deductibles
• Insurance verification completed before service

8.2 Insurance Claim Processing

For reimbursement claims:

• Detailed bills and discharge summaries provided
• Insurance claim forms completed by hospital staff
• Digital copies of all required documentation
• Follow-up support for claim status inquiries

8.3 Corporate and Employer Payments

Special arrangements for corporate clients:

• Credit facilities for approved corporate accounts
• Monthly consolidated billing statements
• Online portal access for expense management
• Dedicated account management support

8.4 Government Scheme Payments

Acceptance of government healthcare schemes:

• Ayushman Bharat Pradhan Mantri Jan Arogya Yojana
• State government health insurance schemes
• Employee State Insurance (ESI) coverage
• Central Government Health Scheme (CGHS)

9. Appointment Cancellations

9.1 Cancellation Policy

Appointment cancellations and their financial implications:

• 24+ Hours Notice: Full refund of advance payment
• 12-24 Hours Notice: 50% cancellation fee may apply
• Same Day Cancellation: Full consultation fee charged
• No-Show: Full consultation and booking fees charged
• Emergency Exceptions: Medical emergencies considered case-by-case

9.2 Rescheduling Appointments

Appointment rescheduling options:

• Free rescheduling with 24+ hours notice
• Online rescheduling available through patient portal
• Phone rescheduling during business hours
• Multiple reschedules may incur administrative fees

9.3 Doctor Unavailability

When doctors are unavailable due to emergencies:

• Full refund of all advance payments
• Priority booking for next available appointment
• Option to see alternative specialist if appropriate
• Compensation for travel expenses in exceptional cases

10. Payment Failures & Issues

10.1 Failed Transaction Handling

When online payments fail:

• Immediate notification of payment failure
• Multiple retry options with different payment methods
• 24-hour hold on appointment slot for payment completion
• Customer support assistance for technical issues
• Alternative payment arrangements for urgent appointments

10.2 Declined Card Issues

Common reasons for card declines and solutions:

• Insufficient funds: Verify account balance before retry
• Card limits: Contact bank to increase transaction limit
• International restrictions: Enable international transactions
• Expired cards: Use current, valid payment methods
• Bank security blocks: Contact issuing bank for authorization

10.3 Technical Support

Payment technical support services:

• 24/7 technical helpline for payment issues
• Live chat support during business hours
• Email support with response within 2 hours
• Screen sharing assistance for complex issues
• Mobile app troubleshooting guides

11. Disputed Charges

11.1 Dispute Resolution Process

If you believe there is an error in your billing:

• Contact our billing department within 30 days of charge
• Provide detailed explanation of the disputed amount
• Submit supporting documentation or evidence
• Receive acknowledgment within 2 business days
• Investigation completed within 10 business days
• Resolution and adjustment processed if error confirmed

11.2 Chargeback Management

For credit card chargebacks:

• Immediate investigation upon chargeback notification
• Comprehensive documentation review
• Patient communication for dispute resolution
• Representation in chargeback proceedings if necessary

11.3 Billing Error Corrections

When billing errors are identified:

• Immediate correction of patient account
• Revised bill issued within 24 hours
• Refund processed for overcharges
• Adjustment letter provided for records

12. Payment Plans & Financial Assistance

12.1 Installment Payment Plans

For expensive procedures and treatments, we offer flexible payment options:

• 3-Month Plans: Available for bills over ₹10,000 with no interest
• 6-Month Plans: For bills over ₹25,000 with minimal processing fee
• 12-Month Plans: For major surgeries over ₹1,00,000
• Custom Plans: Tailored payment schedules for exceptional circumstances

12.2 Financial Assistance Programs

We understand healthcare costs can be challenging. Our assistance programs include:

• Income-based sliding scale for eligible patients
• Emergency financial assistance for critical care
• Partnership with charitable organizations for funding
• Payment deferrals for patients facing temporary hardship
• Reduced rates for senior citizens and students

12.3 Corporate and Group Discounts

Special pricing for organizational healthcare:

• Corporate health packages with volume discounts
• Family health plans with bundled pricing
• Annual health check-up packages
• Employee wellness program partnerships

13. International Payments

13.1 Foreign Currency Handling

For international patients, we facilitate various payment options:

• Multi-currency payment gateway supporting major currencies
• Real-time currency conversion at competitive rates
• USD, EUR, GBP, and other major currency acceptance
• Transparent currency conversion fees
• No hidden charges for international transactions

13.2 Wire Transfer Procedures

For large international payments via wire transfer:

• Secure bank account details provided upon request
• SWIFT code and routing information for international transfers
• Payment confirmation within 1-3 business days
• Medical treatment coordination upon payment confirmation

13.3 Medical Tourism Support

Specialized payment services for medical tourists:

• Advance payment options for treatment packages
• Coordination with international insurance providers
• Multi-language billing support
• Currency-specific receipts and documentation

14. Financial Data Protection

14.1 Payment Information Security

Your financial information is protected through multiple security layers:

• End-to-end encryption for all payment data
• No storage of complete credit card numbers on our servers
• Secure tokenization for recurring payments
• Regular security audits and compliance checks
• Staff access controls and background verification

14.2 Data Retention Policies

Financial data retention follows strict guidelines:

• Transaction records maintained for 7 years as per legal requirements
• Payment card data tokenized and encrypted
• Automatic purging of expired payment information
• Secure destruction of physical payment documents

14.3 Compliance Standards

We comply with all applicable financial regulations:

• Reserve Bank of India (RBI) payment guidelines
• PCI DSS compliance for card data security
• Indian IT Act requirements for digital transactions
• Healthcare billing regulations and standards

15. Policy Updates

15.1 Amendment Procedures

This policy may be updated to reflect changes in:

• Payment technology and security standards
• Legal and regulatory requirements
• Hospital services and billing procedures
• Patient feedback and operational improvements

15.2 Notification Process

Policy changes will be communicated through:

• Email notifications to registered patients
• Website announcements with 30 days advance notice
• Updates in patient portals and mobile applications
• Posted notices at hospital reception areas

15.3 Effective Date

Policy updates become effective:

• 30 days after notification for non-urgent changes
• Immediately for security or legal compliance updates
• With explicit patient consent for material changes affecting costs
• Following regulatory approval where required

16. Contact Information

For all billing, payment, and refund inquiries, please contact our dedicated billing department:

This Online Payment & Refund Policy is effective as of October 11, 2024. We reserve the right to modify this policy with appropriate notice to patients. Your continued use of our payment services constitutes acceptance of any policy updates.