Refunds and Cancellation Policy

Effective Date: 10/03/2025

This Refunds and Cancellation Policy (“Policy”) outlines the guidelines and procedures for cancellations and refunds related to services offered by Borneo Hospitals, encompassing all its branches:

• Borneo Hospital, Thane
• Borneo Hospital, Nashik
• Nimai’s Borneo Mother and Child Hospital, Sambhaji Nagar (Chhatrapati Sambhaji Nagar)
• Borneo Hospital, Raipur

This Policy applies to appointments, consultations, health packages, and other services booked and availed at Borneo Hospitals.

Appointment Cancellation

• Cancellation by Patient:
  • Patients are requested to provide at least [Specify Notice Period – e.g., 24 hours, 48 hours] advance notice for any appointment cancellations.
  • Cancellations should be communicated to Borneo Hospitals through [Specify preferred cancellation methods – e.g., phone call, email, online portal] to the respective branch where the appointment is scheduled.
  • Failure to provide the required advance notice may result in [Specify consequences of late cancellation, if any – e.g., a cancellation fee, forfeiture of a portion of the consultation fee, etc. If no penalty, state “No cancellation fee will be applied for cancellations made with sufficient notice.”]

• Cancellation by Borneo Hospitals:
  • In unforeseen circumstances, Borneo Hospitals may need to cancel or reschedule appointments. While rare, such situations may arise due to unforeseen circumstances including, but not limited to, doctor unavailability, medical emergencies, or technical issues.
  • In the event of a cancellation by Borneo Hospitals, we will make reasonable efforts to notify you in advance using the contact information provided during booking.
  • Patients will be offered the option to reschedule the appointment at the earliest convenience or receive a full refund if payment has already been made, as per the Refund Policy outlined below.

Refund Policy

• Eligibility for Refunds:
  • Services Not Availed: Refunds are generally applicable for services for which payment has been made in advance but not yet availed, subject to the Cancellation Policy outlined above.
  • Cancellation by Borneo Hospitals: In cases where Borneo Hospitals cancels an appointment or service, a full refund will be provided for any pre-payments made.
  • Exceptional Circumstances: Refunds may be considered in exceptional circumstances at the sole discretion of Borneo Hospitals management, on a case-by-case basis. Such circumstances may include, but are not limited to, medical emergencies or unavoidable situations preventing the patient from availing the scheduled service.
  • Refunds are generally not applicable for services already availed or partially availed.

• Refund Process:
  • To request a refund, patients must submit a formal refund request to Borneo Hospitals through [Specify Refund Request Method – e.g., email to accounts department, written application at billing counter] at the respective branch.
  • The refund request should include the following details:
    • Patient Name
    • Patient Contact Number
    • Appointment/Service Booking Details (Date, Time, Service Name)
    • Reason for Refund Request
    • Payment Receipt or Transaction Details
    • Preferred Refund Method (if applicable – see below)
  • Upon receiving a valid refund request, Borneo Hospitals will review the request and verify eligibility based on this Policy.
  • Eligible refunds will be processed within [Specify Processing Timeframe – e.g., 7-10 working days, 14 working days] from the date of approval of the refund request.

• Refund Methods:
  • Refunds will generally be processed using the original mode of payment, wherever feasible.
  • For payments made via credit/debit card or online payment gateways, the refund will be credited back to the same account. Please note that processing times may vary depending on the bank and payment gateway.
  • For cash payments, refunds may be processed via [Specify Refund Method for Cash Payments – e.g., cash refund at the billing counter, cheque, bank transfer] as determined by Borneo Hospitals.

No-Show Policy

• Patients who fail to attend a scheduled appointment without providing the required advance notice (“No-Show”) may be subject to [Specify No-Show Policy and Consequences – e.g., a no-show fee, forfeiture of consultation fee, etc. If no penalty, state “Patients who do not show up for their appointment without prior notice may be contacted to reschedule, but no penalty will be applied.”].
• Borneo Hospitals reserves the right to refuse future appointments for repeated no-shows.

Contact Information for Refund and Cancellation Queries

For any queries or clarifications regarding this Refunds and Cancellation Policy or to initiate a cancellation or refund request, please contact Borneo Hospitals at:

Borneo Hospitals
Registered Office –  Larkins 315, Namdeo Wadi Marg, Banacha Pada, Panch Pakhdi, Thane West, Thane, Maharashtra 400602, India.
Email: info@borneohospitals.com
Phone: +91 7887 878 201

Policy Amendments

Borneo Hospitals reserves the right to amend or modify this Refunds and Cancellation Policy at any time without prior notice. Any changes will be effective immediately upon posting the updated Policy on our website. It is your responsibility to review this Policy periodically for any updates.