This policy explains how cancellations and refunds work for payments made to HKC Hospital (Hyderabad Kidney Centre), a unit of JVP SUPER SPECIALITY HOSPITALS PVT LTD, whether paid online, at the hospital or at our pharmacy.
How to request a refund
The patient, or the person who made the payment, can request a refund in either of these ways:
- Email contact@hkchospitals.co.in with the subject “Refund request”; or
- Visit or call the hospital billing desk at 16-2-674/11 & 12, Judges Colony, New Malakpet, Hyderabad, Telangana – 500024, India, phone +91 93905 38368 (Monday to Saturday, 9 AM to 6 PM).
Please include the patient’s name, phone number, the bill or receipt number, the payment date, amount and mode of payment, the transaction ID for online payments, and the reason for the request. We may ask for photo ID to confirm that the request comes from the patient or the payer.
Appointment and consultation fees
- If you need to cancel or reschedule an appointment you have paid for, contact the hospital by email at contact@hkchospitals.co.in or by phone on +91 93905 38368. Our team will tell you the options available for your appointment, including any refund.
- If we cancel or reschedule your appointment (for example, because the doctor is unavailable), you will receive a full refund or a new appointment, as you prefer.
- Once a consultation has taken place, the consultation fee is not refundable.
Tests, procedures and admissions
- Payments for tests or procedures that have not been carried out are refunded in full if cancelled before the sample is collected or the procedure begins.
- Advance deposits for admission or surgery are adjusted against the final bill at discharge. Any balance left over is refunded to you.
- Charges for services, consumables and medicines already provided are not refundable, except where there has been a billing error.
- If an insurer, TPA or government scheme settles part of a bill you have already paid, we refund the excess after we receive the settlement.
Pharmacy returns
For questions about returning or exchanging medicines, contact the hospital pharmacy in person, email contact@hkchospitals.co.in or call +91 93905 38368, with your original bill. Our pharmacist will check the medicine and explain whether a return, exchange or refund is possible.
If a medicine was dispensed in error, was damaged, or was past its expiry date when sold, we will replace it or refund it.
For patient safety, we generally cannot take back refrigerated or cold-chain products (such as insulin, injections and vaccines), opened or partly used items, medicines specially ordered for you, or Schedule X and narcotic or psychotropic drugs, unless they were dispensed in error or were defective.
Failed, duplicate and excess payments
If money is debited from your account but the payment fails, or if you are charged twice for the same bill, the extra amount is refunded in full. In most failed online transactions, the payment gateway reverses the amount automatically. If it has not reached you within 7 working days, contact us with the transaction ID.
Refund timelines
We review refund requests and inform you of the decision within 7 working days. Approved refunds are initiated within 7 working days of approval, to the original payment method:
| Payment method | Time to reach your account after we initiate the refund |
|---|---|
| UPI | Up to 5 working days |
| Debit or credit card | Up to 7 working days |
| Net banking and wallets | 7 to 10 working days |
| Cash | Paid at the billing desk, or by bank transfer to the payer’s account |
Online refunds are processed through our payment gateway, Cashfree Payments, which emails a refund reference (ARN). If the refund does not appear in your account within these times, share the ARN with your bank or contact us.
Disputes
If you disagree with a refund decision, write to our Grievance Officer at contact@hkchospitals.co.in. We acknowledge complaints within 48 hours and resolve them within 30 days. You also retain your rights under the Consumer Protection Act, 2019.