PAYMENT & BOOKING POLICY

Refund & Cancellation Policy

This policy explains how appointment payments, cancellations, rescheduling requests, duplicate or failed payments and refund requests are handled. Please review it before making a booking or online payment, and contact the team if you need help with a payment or cancellation issue.

Scope of This Policy

This policy applies to appointment and consultation payments made through an approved website, payment link, online booking workflow or other officially communicated payment channel used by Dr. Parwez Alam’s practice. It covers in-person consultation, online consultation and related booking/payment issues to the extent that the payment is controlled by the practice. Hospital charges, laboratory charges, pharmacy payments, third-party travel services, procedure packages, implants, accommodation, third-party platforms or payments collected directly by another provider may be governed by separate terms. The responsible provider’s policy should be checked before payment.

Consultation & Appointment Payments

The applicable consultation fee should be displayed or communicated before payment. A successful payment does not by itself guarantee a specific appointment slot until the booking has been confirmed through the approved appointment workflow. Patients should keep the transaction reference and booking confirmation for any later payment query.

Cancellation Before Consultation

If you need to cancel a consultation, contact the clinic as early as possible using an approved support channel. Refund eligibility depends on the booking status, whether the consultation or service has already started, the reason for cancellation, the applicable approved policy and the payment status.

Rescheduling

A patient may request to reschedule a consultation, subject to doctor availability, booking capacity and the approved rescheduling policy. A rescheduling request should be made as early as possible. A requested new slot is not confirmed until the clinic confirms it.Dr. Parwez Alam | Page 29 – Refund & Cancellation Policy | Master Content Book v1.0If a rescheduled appointment has a different fee, service type or payment requirement, the clinic should communicate the difference before confirming the change.

Late Cancellation & No-Show

Late cancellations and missed appointments can prevent the reserved time from being offered to another patient. The actual consequence of a late cancellation or no-show must follow the clinic’s approved operational policy. The website should not state that all no-shows are automatically non-refundable unless that rule has been formally approved and consistently applied.

Cancellation by Doctor or Clinic

If a confirmed paid consultation cannot be provided because the doctor or clinic has to cancel or materially change the appointment, the patient should be offered an appropriate resolution under the approved policy, such as rescheduling or a refund of the applicable consultation amount where the service was not provided. The final wording should match the actual booking and finance workflow.

Duplicate Payment

If the same booking is charged more than once, contact the clinic with the booking details and both transaction references. After verification, the duplicate amount should be resolved according to the payment record and approved finance process. A bank statement screenshot may be requested, but patients should never share PINs, CVV, UPI PINs or banking passwords.

Failed, Pending or Uncertain Transactions

Refund eligibility is determined by the approved policy that applies to the booking, the stage of the service, the
reason for cancellation and the payment record. A refund should not be promised until the transaction and
service status have been reviewed.
✔️ Duplicate payment confirmed by the payment record
✔️ Clinic/doctor cancellation where the paid service was not provided, subject to the approved policy
✔️ Payment collected for a booking that cannot be fulfilled and cannot reasonably be rescheduled
✔️ Other cases specifically approved by the authorised clinic/finance workflow

Cases That May Be Non-Refundable

The following may be non-refundable only if the final approved policy clearly states so and the rule is communicated before payment: a completed consultation, a missed appointment, a late cancellation, administrative or third-party charges that are contractually non-refundable, or a procedure/surgery deposit governed by separate written terms.

Refund Processing Method & Timing

Where a refund is approved, it should normally be initiated through the original payment method where technically possible. The patient should receive confirmation of the refund request or refund initiation through the approved communication channel. The internal clinic processing target and the expected bank/payment-gateway credit time must be verified before publication. Banking and gateway posting times are outside the clinic’s direct control and can vary by payment method, bank, card network, UPI provider or country.

Payment Gateway / Bank Processing Time

The website may use an authorised third-party payment gateway. The gateway or bank may apply its own settlement, reversal, chargeback, currency-conversion or processing rules. A refund initiated by the clinic is not necessarily visible in the patient’s account immediately.

Procedure, Surgery & Hospital Deposits

Advance payments or deposits for surgery, procedures, hospital admission, implants, operating-room charges or third-party services should be governed by the specific written estimate, hospital/provider policy or consented financial terms for that treatment. Do not apply the consultation refund policy automatically to procedure deposits unless the clinic confirms that the same rules apply.

International / Cross-Border Payments

International payments may involve exchange-rate conversion, card-network charges, bank fees or payment- gateway conversion. If a refund is approved, it should generally be processed according to the originaltransaction and payment-provider workflow. The amount finally credited in the patient’s home currency may differ because of exchange rates or third-party bank charges that are outside the clinic’s control.

How to Request a Refund or Payment Review

1. Contact the clinic through the approved Contact page, verified email or verified phone number.
2. Provide the booking ID / appointment details, patient name, payment date and transaction reference.
3. State whether the request relates to cancellation, duplicate payment, failed payment, rescheduling or another
billing issue.
4. The team reviews the booking/service status and payment record.
5. If a refund or other resolution is approved, the patient is informed about the next step and available
confirmation.

Supporting Information That May Be Requested
✔️ Patient name
✔️ Registered phone number and email address
✔️ Appointment / booking reference Dr. Parwez Alam | Page 29 – Refund & Cancellation Policy | Master Content Book v1.0
✔️ Payment transaction / gateway reference
✔️ Date and amount of payment
✔️ Reason for cancellation or refund request
✔️ Redacted bank/payment screenshot if needed for reconciliation – never share CVV, PIN, OTP, UPI PIN or
banking password

Medical Emergencies

Not for Medical Emergencies
Refund, cancellation, appointment, email and routine contact channels are not emergency medical services. If you
have severe pain, heavy bleeding, high fever with chills, inability to pass urine, severe breathing difficulty, loss of
consciousness or another urgent medical problem, seek emergency care at the nearest appropriate hospital
immediately.

Changes to This Policy

This policy may be updated when booking systems, payment methods, consultation workflows, financial processes or legal requirements change. The current page should display the latest effective or “Last Updated” date. A material change should not be applied retrospectively in a way that unfairly alters a completed transaction.

Contact Information

✔️ Email: info@parwezurology.com
✔️ Phone: +91-6377712552
✔️ Location: Aligarh, Uttar Pradesh, India
✔️ For refund, payment or cancellation queries, use the approved Contact page or verified support channel.

Frequently Asked Questions

Can I cancel my appointment and get a refund?

You can request cancellation, but refund eligibility depends on the approved policy, the timing of the request, whether the consultation has already started or been completed, and the payment status. The final cancellation cut-off must be confirmed by the clinic before this page is published.

How can I reschedule my appointment?

Contact the clinic as early as possible and request another available slot. Rescheduling is subject to doctor availability and the approved rescheduling rules. The new appointment is confirmed only after the clinic confirms it.

What happens if I do not attend my appointment?

The outcome of a missed appointment must follow the clinic’s approved no-show policy. The website should not promise a refund or automatically deny one until the final no-show rule has been formally approved.

Will I get a refund if the doctor or clinic cancels my appointment?

If a confirmed paid service cannot be provided by the doctor or clinic, the approved policy should provide an appropriate resolution such as rescheduling or refunding the applicable consultation amount where the service was not delivered. The exact operational rule should be verified before publication.

What should I do if I made a duplicate payment?

Contact the clinic with the booking details and both transaction references. After the payment record is verified, the duplicate amount can be resolved through the approved finance process. Do not share card PINs, CVV, OTPs, UPI PINs or banking passwords.

What if my payment failed but my bank account was debited?

Do not immediately pay again unless you have checked the booking/payment status. Some failed transactions are automatically reversed by the bank or gateway. Share the transaction reference with the clinic so the payment can be reconciled.

Will I get a refund after I have already completed my consultation?

A completed consultation is generally treated as a service already provided, so a routine cancellation refund would not normally apply. Billing errors, duplicate charges or other exceptional issues can still be reviewed individually under the approved policy.

Are procedure or surgery deposits refundable?

Procedure, surgery, hospital and implant deposits may have separate written financial terms. Their refundability should be explained in the relevant estimate or provider policy and should not be assumed to be the same as a consultation-fee refund.

How long does it take to receive a refund?

The clinic’s internal refund-initiation target must be approved before publication. After a refund is initiated, the time it takes to appear in your account depends on the payment gateway, bank, card network, UPI provider or international payment channel.

Will the refund be made to the same payment method?

Where technically possible, approved refunds should normally be processed back through the original payment method. If another method is required, it should be handled only through an authorised, documented finance process.

Will an international payment be refunded in the same currency?

International refunds can be affected by exchange rates, bank charges and payment-provider conversion rules. Even when the original transaction is refunded, the final amount received in the patient’s home currency may differ because of third-party conversion or banking charges.

Who can I contact about a refund, cancellation or payment issue?

Use the website Contact page, email info@parwezurology.com or call +91-6377712552. Please include your booking details and transaction reference so the team can review the request efficiently.