NURTURE HOSPITAL

Entity Name: Ambuja Hospitals Private Limited
Corporate Identification Number: U85300KA2020PTC137262
Registration Number: 137262
Address: No. 80 (Old No. 36), 20th Main Road, 2nd Block, Rajajinagar, Bengaluru, Karnataka 560010
Email: info@nurturehospitals.in
Phone: 98800 09596

Effective Date: 01-10-2025
Last Revised: 01-10-2025

ARTICLE I – POLICY SCOPE AND DEFINITIONS

Section 1.1 – Scope of Application This Refund and Cancellation Policy governs all healthcare services, appointments, procedures, and related transactions at Nurture Hospital operated by Ambuja Hospitals Private Limited (“Hospital,” “we,” “us,” or “our”).

Section 1.2 – Definitions (a) “Service” – All medical services, consultations, procedures, diagnostic tests, and treatments provided by the Hospital
(b) “Appointment” – Scheduled consultation or procedure time with healthcare providers
(c) “Advance Payment” – Any payment made prior to service delivery
(d) “Refund” – Return of payment for services not rendered or eligible for reimbursement
(e) “Cancellation” – Patient-initiated termination of scheduled services
(f) “No-Show” – Failure to attend scheduled appointment without prior notice

Section 1.3 – Policy Applicability This policy applies to all patients, insurance companies, third-party payers, and any individual or entity making payments for healthcare services at our facility.

ARTICLE II – APPOINTMENT CANCELLATION POLICY

Section 2.1 – General Cancellation Requirements Minimum Notice Period: 24 hours advance notice required for appointment cancellations

Acceptable Cancellation Methods: (a) Phone call to hospital reception: 98800 09596
(b) Email notification: info@nurturehospitals.in
(c) In-person cancellation at the front desk
(d) Online patient portal (when available)
(e) Authorized family member or representative

Section 2.2 – Cancellation Timeline and Charges

Section 2.3 – Emergency and Medical Cancellations No charges apply for cancellations due to: (a) Medical emergencies requiring immediate attention elsewhere
(b) Sudden illness preventing appointment attendance
(c) Hospitalization of patient or immediate family member
(d) Natural disasters or circumstances beyond patient control
(e) Hospital-initiated cancellations due to provider unavailability

Documentation Required: Medical certificate, hospital admission records, or other supporting documentation may be required for fee waiver consideration.

Section 2.4 – Procedure-Specific Cancellation Terms

Minor Procedures (30 minutes or less):

• 24-hour cancellation notice required
• Standard cancellation fees apply as per Section 2.2

Major Procedures and Surgeries:

• 72-hour cancellation notice required
• Cancellation fees may apply based on preparation costs incurred
• Operating room booking fees may be non-refundable within 48 hours

Diagnostic Tests:

• 12-hour cancellation notice for routine tests
• 24-hour notice for specialized imaging or procedures
• Laboratory preparation costs may apply for certain tests

ARTICLE III – REFUND POLICY FOR HEALTHCARE SERVICES

Section 3.1 – Eligible Refund Scenarios Refunds may be issued in the following circumstances:

(a) Services Not Rendered: Full refund when services are not provided due to hospital reasons
(b) Duplicate Payments: Refund of overpayments or duplicate charges
(c) Insurance Coverage: Refund when insurance covers services after patient payment
(d) Medical Contraindications: Refund when procedures cannot be performed due to medical safety concerns
(e) Service Cancellation by Hospital: Full refund for hospital-initiated cancellations
(f) Billing Errors: Correction of incorrect charges and refund of overpayments

Section 3.2 – Non-Refundable Services and Fees The following are generally non-refundable:

(a) Consultation Fees: After consultation has been completed
(b) Diagnostic Test Results: After tests have been performed and results provided
(c) Medication Dispensed: Prescription medications that have been dispensed
(d) Medical Supplies Used: Consumable medical supplies utilized during treatment
(e) Administrative Fees: Registration, record processing, and administrative charges
(f) Emergency Services: Emergency treatment and stabilization services

Section 3.3 – Partial Refund Situations Partial refunds may be considered for:

(a) Incomplete Treatment Series: Refund for unused portions of treatment packages
(b) Service Modifications: Adjustment for changes in treatment scope or duration
(c) Insurance Coordination: Partial refund based on insurance coverage determination
(d) Quality of Service Issues: Case-by-case evaluation for service quality concerns

ARTICLE IV – REFUND PROCESSING PROCEDURES

Section 4.1 – Refund Request Process To request a refund:

Step 1 – Submit Written Request:

• Complete refund request form
• Provide original receipts and payment documentation
• Include detailed explanation for refund request
• Attach supporting documentation (medical reports, insurance letters, etc.)

Step 2 – Review Process:

• Administrative review within 7 business days
• Medical review if clinically indicated
• Insurance verification if applicable
• Patient notification of decision

Step 3 – Approval and Processing:

• Written approval notification
• Processing timeline communication
• Refund method confirmation

Section 4.2 – Required Documentation Refund requests must include: (a) Completed refund request form with patient signature
(b) Original receipts or proof of payment
(c) Medical record number and service dates
(d) Supporting documentation (insurance letters, medical reports)
(e) Bank account details for electronic refunds
(f) Authorization forms if requested by representative

Section 4.3 – Processing Timeline

• Initial Review: 7-10 business days from complete submission
• Medical Review: Additional 7-14 days if clinical evaluation required
• Insurance Verification: 14-21 days if insurance coordination needed
• Refund Processing: 7-14 business days after approval
• Total Timeline: 15-45 business days depending on complexity

Section 4.4 – Refund Methods Refunds will be processed through the original payment method when possible:

(a) Credit Card Refunds: 7-14 business days to appear on statement
(b) Bank Transfer: 3-5 business days for electronic transfer
(c) Cash Refunds: Available for same-day processing (original cash payments only)
(d) Check Refunds: 7-10 business days for check issuance and mailing
(e) Insurance Refunds: Direct payment to insurance company when applicable

ARTICLE V – INSURANCE AND THIRD-PARTY PAYMENT REFUNDS

Section 5.1 – Insurance Claim Refunds When insurance covers services after patient payment:

(a) Automatic Processing: Refunds processed automatically upon insurance payment receipt
(b) Patient Notification: Written notice of refund processing within 15 days
(c) Coordination of Benefits: Proper allocation between multiple insurance carriers
(d) Patient Responsibility: Refund of amounts exceeding patient obligation

Section 5.2 – Third-Party Payment Coordination For employer, government, or other third-party payments:

(a) Authorization Verification: Confirmation of payment authorization
(b) Direct Billing: Coordination with third-party payer when possible
(c) Refund Processing: Return of patient payments when third-party covers services
(d) Documentation Requirements: Proper record-keeping for audit purposes

Section 5.3 – Claim Denials and Appeals When insurance claims are denied:

(a) Patient Notification: Immediate notification of claim denial
(b) Appeal Rights: Information about insurance appeal process
(c) Payment Responsibility: Patient responsibility for denied services
(d) Payment Plans: Available for patients with denied claims

ARTICLE VI – TREATMENT PACKAGE AND PREPAID SERVICE REFUNDS

Section 6.1 – Maternity Care Packages For prepaid maternity care packages:

Unused Services Refund Calculation:

• Pre-Delivery Cancellation: Refund of unused portions minus 15% administrative fee
• Post-Delivery Changes: No refund for completed delivery services
• Complication Coverage: Package modifications for unexpected complications
• Transfer of Care: Partial refund if care transferred to another facility

Section 6.2 – Fertility Treatment Packages For fertility treatment cycles and packages:

(a) Cycle Cancellation: Refund based on treatment phase at cancellation
(b) Medical Contraindications: Full refund if treatment medically contraindicated
(c) Unsuccessful Cycles: No refund for completed unsuccessful treatment cycles
(d) Package Modifications: Adjustment for changed treatment protocols

Section 6.3 – Preventive Care Packages For preventive care and health check-up packages:

(a) Partial Completion: Pro-rated refund for unused components
(b) Medical Limitations: Refund for tests that cannot be performed
(c) Timeline Restrictions: Package expiration and refund limitations
(d) Transfer Options: Transferability to family members where applicable

ARTICLE VII – SPECIAL CIRCUMSTANCES AND EXCEPTIONS

Section 7.1 – Force Majeure Events During extraordinary circumstances beyond hospital control:

(a) Natural Disasters: Full refund or service rescheduling options
(b) Government Orders: Compliance with regulatory directives
(c) Public Health Emergencies: Modified services and refund policies
(d) Facility Issues: Equipment failure or facility closure situations

Section 7.2 – Medical Emergency Relocations When patients require transfer to other facilities:

(a) Emergency Transfers: No additional charges for emergency transfers
(b) Specialized Care Needs: Refund coordination with receiving facility
(c) Insurance Coverage: Coordination with insurance for continued care
(d) Medical Record Transfer: Complimentary medical record transfers

Section 7.3 – Patient Death or Incapacity In cases of patient death or legal incapacity:

(a) Service Refunds: Refund of unused services to estate or family
(b) Documentation Requirements: Legal documentation of authority
(c) Compassionate Consideration: Waiver of cancellation fees
(d) Estate Processing: Coordination with legal representatives

ARTICLE VIII – DISPUTE RESOLUTION AND APPEALS

Section 8.1 – Internal Appeal Process For disputed refund decisions:

Step 1 – Informal Resolution:

• Discussion with billing department supervisor
• Review of documentation and circumstances
• Attempt to reach mutually acceptable resolution

Step 2 – Formal Appeal:

• Written appeal with supporting documentation
• Review by hospital administration
• Medical staff input if clinically relevant
• Written response within 15 business days

Step 3 – Final Review:

• Senior management review for complex cases
• External consultation if appropriate
• Final written decision with explanation
• Information about external appeal options

Section 8.2 – External Resolution Options When internal appeals are unsatisfactory:

(a) Medical Board Complaints: State medical board grievance process
(b) Consumer Protection: Consumer court or protection agencies
(c) Insurance Commissioners: State insurance regulatory authorities
(d) Healthcare Ombudsman: Independent healthcare dispute resolution

Section 8.3 – Legal Proceedings All refund disputes are subject to:

• Jurisdiction of Karnataka state courts
• Indian consumer protection laws
• Healthcare service regulations
• Alternative dispute resolution when agreed upon

ARTICLE IX – FINANCIAL HARDSHIP AND PAYMENT ASSISTANCE

Section 9.1 – Hardship Consideration For patients experiencing financial difficulties:

(a) Payment Plans: Extended payment arrangements
(b) Hardship Discounts: Reduced fees based on financial assessment
(c) Service Modifications: Alternative treatment approaches
(d) Resource Referrals: Information about financial assistance programs

Section 9.2 – Charity Care Policy Limited charity care available for:

• Low-income patients meeting eligibility criteria
• Emergency services for uninsured patients
• Preventive care for underserved populations
• Case-by-case evaluation of circumstances

ARTICLE X – RECORD KEEPING AND DOCUMENTATION

Section 10.1 – Transaction Records We maintain comprehensive records of: (a) All payments received and methods used
(b) Services provided and dates of service
(c) Insurance claims and payment status
(d) Refund requests and processing history
(e) Communication with patients regarding payments

Section 10.2 – Document Retention

• Financial records retained for 7 years minimum
• Medical records maintained per healthcare regulations
• Refund documentation preserved for audit purposes
• Electronic backups for data protection

ARTICLE XI – CONTACT INFORMATION FOR BILLING AND REFUNDS

Billing Department
Nurture Hospital
Ambuja Hospitals Private Limited
No. 80 (Old No. 36), 20th Main Road, 2nd Block, Rajajinagar
Bengaluru, Karnataka 560010, India

Contact Methods:
Phone: 98800 09596 (Main)
Email: billing@nurturehospitals.in
Primary Email: info@nurturehospitals.in
Fax: [Insert if available]

Office Hours:
Monday through Saturday: 9:00 AM to 6:00 PM
Billing inquiries: 10:00 AM to 5:00 PM
Emergency billing issues: Contact main number

In-Person Assistance:
Billing office located on ground floor
Appointments recommended for complex issues
Walk-in assistance available during business hours

ARTICLE XII – POLICY MODIFICATIONS AND UPDATES

Section 12.1 – Policy Changes This Refund and Cancellation Policy may be updated to reflect: (a) Changes in healthcare regulations
(b) Insurance industry requirements
(c) Technology improvements in payment processing
(d) Patient feedback and service improvements

Section 12.2 – Notification of Changes Policy updates will be communicated through:

• Website posting with effective date
• Email notification to registered patients
• Notice in patient reception areas
• Direct communication for significant changes

Section 12.3 – Grandfather Provisions Services booked before policy changes will generally be subject to the terms in effect at the time of booking, unless changes are required by law or regulation.

ACKNOWLEDGMENT AND AGREEMENT

By utilizing healthcare services at Nurture Hospital or making payments for such services, patients acknowledge that they have read, understood, and agree to be bound by this Refund and Cancellation Policy.

Important Notes:

• Keep all receipts and payment documentation
• Review insurance benefits before treatment
• Contact billing department with questions
• Understand cancellation requirements to avoid fees

Document Control:

• Version: 1.0
• Language: English
• Jurisdiction: Karnataka, India
• Classification: Public Document
• Review Schedule: Annual or as required by regulatory changes

This Refund and Cancellation Policy is designed to provide clear guidelines for financial transactions while ensuring fair treatment of all patients. For specific questions about refunds or cancellations, please contact our billing department directly.