1. Applicability
This policy applies to all patients who have booked appointments through our online platform. It covers both:
Paid Appointments (PO): Appointments booked after full online payment.
Free Appointments (PAV): Appointments offered as part of awareness programs, free check-up weeks, or community healthcare services.
This policy is relevant for appointments with all our ENT doctors, cancer specialists, audiologists, and other medical experts listed on our platform.
2. Cancellation Policy
Appointments can be canceled by the patient up to 24 hours before the scheduled time using the online booking portal or by contacting our support team.
Refunds for eligible cancellations will be processed within 15 working days, after deducting:
Registration charges (if applicable)
Payment gateway processing fees
Cancellations made within 24 hours of the appointment time will not be eligible for any refund.
If the appointment is canceled by our team due to unforeseen circumstances (e.g., doctor unavailability, emergency closures, etc.), the patient will be eligible for a full refund, excluding registration charges.
3. Delivery of Services
a) Zoom (Online) Appointments
Once a Zoom appointment is successfully booked and payment is confirmed, the following will be delivered to the patient via email and/or WhatsApp/SMS:
- Confirmation of booking
- Name of the doctor
- Date and time of appointment
- Zoom video call link
Delivery Time: Within 5–10 minutes of successful payment and booking.
b) In-Hospital Appointments
- Once an in-person appointment is booked, patients will receive:
- Booking confirmation with hospital visit details
- Appointment slot timing and doctor's name
- Any instructions to follow before visiting
Delivery Time: Immediate confirmation after booking completion.
4. Delivery Method
Email notification with appointment details and receipt
SMS and/or WhatsApp messages containing the appointment summary
Zoom links (for online consultations)
No physical documents or parcels will be shipped.
5. Rescheduling Policy
Appointments may be rescheduled by the patient at least 24 hours before the scheduled appointment.
Rescheduling can be done through the online portal or by contacting our support team.
Rescheduling within 24 hours of the appointment is subject to availability and at the sole discretion of the hospital.
If the appointment is missed or not attended at the given time, it will be considered a "No Show" and may not be eligible for rescheduling or refund.
6. Communication Channels for Delivery
All delivery-related updates and appointment confirmations will be sent through the following channels:
- Email (to the address provided at the time of booking)
- WhatsApp (if a valid mobile number is submitted)
- SMS alerts for confirmation and reminders
We recommend keeping your contact details up-to-date to ensure proper delivery of all notifications.
7. Delivery Delays or Failures
In case of a delay in receiving confirmation, please contact our support team within 1 hour of booking.
Delays may occur due to:
- Payment gateway issues
- Incorrect email or phone number entry
- Internet connectivity problems
If we fail to deliver appointment details due to system errors or unforeseen technical issues, we will rectify the issue or offer a full refund.
8. No Physical Shipping
We do not ship or deliver physical goods or medical devices.
Our services are appointment-based only, delivered through digital confirmations and physical consultation at our hospital.
9. Missed Appointments
If a patient fails to attend a confirmed appointment without prior notice, it will be considered a “No Show.”
No-shows are not eligible for refunds or rescheduling unless prior approval has been obtained based on valid reasons (emergencies, medical conditions, etc.).
10. Technical Requirements for Zoom Appointments
For online consultations, patients are responsible for ensuring the following:
- Stable internet connection
- Functioning camera and microphone
- Access to Zoom (app or browser version)
- Being present 5 minutes before the scheduled time
11. Emergency & Priority Handling
Patients with urgent conditions are advised to call the hospital directly instead of relying solely on online appointments.
Emergency appointments will be handled based on the doctor’s availability and medical urgency.
12. Language & Support
Our appointment system and communications are available in English and Hindi for ease of understanding.
In case of confusion or delivery failure, support is available through:
Phone: [91 92531-20720]
Email: [info@santoshadvanceenthealthcare.com]
In-person: Front Desk, Santosh Advance ENT Healthcare, Hisar
13. Data Security & Confirmation
Your appointment details are stored securely and are accessible only to authorized hospital staff.
If you do not receive your confirmation within 10 minutes, please reach out immediately so we can ensure delivery.
14. Modifications to this Policy
Santosh Advance ENT Healthcare reserves the right to update or modify this Shipping & Delivery Policy at any time without prior notice. Any changes will be effective immediately and posted on this page with an updated effective date.
15. Contact Us
If you have any questions or concerns about these Policy , please contact us:
Santosh Advance ENT Healthcare
Address:
Jindal Hospital Road, Near
manglam lab, Model town Hisar - 125001
Phone:
+91 92531-20720
+91 92536-20720
Email: info@santoshadvanceenthealthcare.com