Irreversible Consumption of Medical & Clinical Services
Statutory Professional Diagnosis • Zero Reversal Post-Consultation
Once a patient enters the hospital premises, completes clinical registration, undergoes nursing triage (vitals recording, blood pressure, SpO2, blood glucose measurement), or is admitted into the consulting chamber of a physician or surgeon, the OPD Consultation Fee is strictly 100% non-refundable under all circumstances.
⚖️Legal Non-Maintainability of Clinical Fee Disputes:
Under the Indian Contract Act 1872 and professional medical jurisprudence, a qualified physician's diagnostic time, clinical opinion, specialized assessment, and treatment prescription constitute an irreversibly rendered professional service. Subjective dissatisfaction with medical advice, prescription of medications, recommended surgical investigations, or absence of instant symptomatic relief does not grant any legal title to claim fee refunds, credit reversals, or chargebacks.
✕ Vitals Logged = Consumed
✕ Doctor Opinion = Irreversible
✕ Zero Counter Cash Waivers
02
4-Hour Notice • 15% Surcharge
Advance Digital OPD Token Cancellations & Surcharge
When an advance OPD consultation slot is booked online or via digital token payment, specialist doctor consulting hours are exclusively reserved, denying other acute patients access to that queue slot. Therefore, cancellation is subject to stringent administrative controls:
A
Mandatory 4-Hour Prior Written Notice:
Cancellation requests must be submitted through the official portal or hospital WhatsApp desk at least 4 hours prior to the scheduled doctor consulting shift. Any cancellation within 4 hours is categorized as Short-Notice Lockout and carries 100% token forfeiture.
B
Mandatory Conversion to Hospital Consultation Credit:
Approved cancellations are converted 100% into Hi Aravali Hospital Patient Credit valid for 60 calendar days for any family member. Cash refunds are strictly prohibited.
C
15% Statutory Administrative & Banking Gateway Deduction:
In the exceptional event a monetary bank reversal is sanctioned by the Accounts Directorate, a mandatory 15% administrative handling, payment gateway charge, and ledger reconciliation deduction is applied to the gross deposit.
D
Patient No-Show Forfeiture:
Failure to arrive at the hospital registration counter within the designated OPD consulting hours constitutes an automatic 100% forfeiture of the token deposit without notice.
Karl Storz HD Suite Lockout • Fixed Operational Sterilization Costs
Operating Theatres require high-grade positive pressure HEPA filter stabilization, multi-stage chemical autoclave sterilization of modular Karl Storz laparoscopic surgical towers, reservation of on-call senior anesthesiologists, and deployment of specialized scrub nurses and surgical technicians.
Elective Surgery Cancellation Matrix:
Within 48 Hours of Surgery:100% Forfeiture of the surgical reservation advance deposit. The hospital absorbs irrecoverable HVAC run costs, sterile consumable staging, and specialist surgeon roster blockage.
More than 48 Hours Prior: A mandatory 50% administrative sterilization fee is deducted; the remaining 50% is retained strictly as Inpatient Ledger Credit for rescheduling the surgery within 90 days.
Emergency Casualty Surgical Standby: For acute emergency laparotomy, trauma, or emergency Caesarean delivery, reservation charges are 100% non-refundable upon surgeon notification and OT scrubbing.
04
Reagents Used • No Reversal
Diagnostic Pathology, Digital Radiology (PACS) & Imaging
Automated Clinical Chemistry • Professional Radiologist Reporting
Diagnostic investigations rely on high-precision computerized laboratory analyzers, calibrated chemical reagents, single-use sterile vacuum blood tubes, and radiological hardware. Fees become non-refundable immediately upon sample acquisition:
🧪Pathology & Blood Tests:
Once biological specimens (blood, urine, tissue biopsy, microbiology swabs) are phlebotomized, reagents are instantly consumed by automated analyzers. Zero refund is permitted once collection occurs.
☢️Digital X-Ray & Ultrasound:
For 500mA Digital X-Rays, high-resolution Ultrasounds, and ECGs, once the patient is positioned in the gantry or probe contact is established, technician and radiologist reporting fees are 100% non-reversible.
Infection Control Standards • Drugs & Cosmetics Act 1940
Under Schedule M of the Drugs and Cosmetics Act 1940, Good Pharmacy Practice (GPP), and NABH infection control mandates, pharmaceutical products, biologics, vaccines, surgical sutures, meshes, and orthopedic implants cannot be returned, exchanged, or refunded once they leave the physical custody of the hospital pharmacy counter.
Why Hospital Pharmacy Enforces Zero-Returns:
To guarantee zero contamination, safeguard cold-chain temperature integrity (2°C to 8°C for insulin, anti-rabies immunoglobulins, and vaccines), and eliminate the risk of counterfeit drug substitution, the pharmacy cannot restock any returned medicines. Patients are requested to verify their medicine strip, dosage, and billing invoice at the counter before departing.
06
Mandatory 4-Doc Audit
Prerequisites for Filing a Refund or Billing Claim
To prevent financial malfeasance, fraudulent chargebacks, and unverified third-party claims, no verbal, telephonic, or WhatsApp refund requests are accepted. Every claim must be filed in person by the registered patient or authorized legal next-of-kin with the following 4 compulsory physical documents:
1Original Printed Hospital Bill:
The original physical printed bill receipt with authentic hospital stamp and cashier signature. Digital screenshots, mobile photos, and photocopies are strictly rejected.
2Thermal POS Card Swipe Slip:
For payments made via Credit Card, Debit Card, or POS machine, the original physical thermal transaction slip displaying the Authorization Code and Terminal ID is mandatory.
3Government Photo ID Proof:
Original Aadhaar Card, Voter ID, or Passport matching the exact patient name in hospital clinical records. Third-party claimant submissions are barred without registered power of attorney.
4Patient Bank Passbook / Cheque:
Original cancelled cheque or stamped bank passbook copy bearing the patient's personal bank account number and IFSC. Reversals into third-party accounts are strictly illegal under RBI AML norms.
⚠️Claims lacking any of the above 4 mandatory documents are rejected without review.
07
21–30 Banking Days SOP
Multi-Stage Medical Audit Review & Settlement SOP
Internal Accounts Directorate Clearance • Electronic Bank Reversal
Once an application with all 4 mandatory documents is registered, it undergoes a rigorous 3-tier hospital verification pipeline:
Stage 3: Directorate ApprovalComptroller Final Sign-Off
Statutory Turnaround Timeline:
The standard audit cycle requires 21 to 30 banking business days from the date of completed physical document submission. Approved refunds are remitted directly via automated NEFT/RTGS to the verified patient account or through bank gateway reversal. No expedited or emergency cash releases can be authorized by counter staff.
08
Permissible • 3 Cases Only
Exhaustive Permissible Refund Scenarios
Strict Legal Force • Zero Financial Liability Beyond These 3 Scenarios
A financial refund is considered strictly and exclusively under the following 3 factual scenarios, and under no other circumstance:
1. Technical Digital Double-Deduction / Gateway Loop
Full Reversal
When a banking network, UPI server, or payment gateway debits the patient's bank account twice for a single token invoice, the duplicated amount is reversed following reconciliation with the payment aggregator's settlement report and verification of the unique Bank Reference Number (RRN).
2. Doctor Emergency Trauma Callout Without Backup
Eligible
In the rare event where a scheduled specialist consultant is unexpectedly called into emergency surgical triage or critical life-saving resuscitation, AND the hospital is unable to provide an equivalent qualified senior specialist, AND the patient in writing declines priority rescheduling.
3. Surplus Inpatient Advance Post-Final Discharge Bill
Audited Balance
For admitted inpatients, when the advance security deposit exceeds the audited gross discharge bill after complete third-party pharmacy reconciliation, implant verification, and departmental consumption sign-offs. The audited credit balance is remitted within 7 to 10 days post-discharge.
Zero Hospital Liability • Personal Guarantee of Final Hospital Charges
Hi Aravali Hospital acts strictly as a clinical care provider and voluntary cashless claims facilitator. The approval, partial sanction, deduction, copayment, or complete rejection of medical insurance is governed exclusively by the policy contract between the patient and their Third-Party Administrator (TPA), insurer, or government scheme (Ayushman PM-JAY / Chirayu Haryana).
If an insurer rejects a claim, disputes hospital stay duration, or disallows non-medical consumable charges (syringes, gloves, PPE, bio-waste, dietary supplements), the patient or registered guarantor holds 100% personal, joint, and unconditional liability to settle the outstanding bill prior to discharge. Under no circumstances can a patient demand a fee reduction or refund from the hospital for insurance denials.
Statutory Limitation • Binding Legal Framework under Haryana Law
Any dispute, billing contestation, or claim arising out of or connected with fees charged at Hi Aravali Hospital is governed by the laws of India and subject to strict statutory limitation:
7-Day Statutory Claim Window:
Any financial dispute must be submitted in writing within 7 calendar days from the date of final bill issuance or discharge. Failure to lodge a dispute within 7 days constitutes unconditional acceptance of the bill, legally extinguishing all future claims.
Mandatory Pre-Litigation Arbitration:
All disputes shall be referred to sole arbitration appointed by Hi Aravali Hospital under the Arbitration and Conciliation Act 1996. The seat of arbitration shall be Tauru, Nuh (Haryana).
Exclusive Court Jurisdiction:
The civil courts situated at Tauru and District Courts, Nuh (Haryana) shall possess sole, exclusive, and territorial jurisdiction over any legal proceedings to the exclusion of all other courts in India.
Standard Operating Procedure
4-Step Physical Audit & Settlement Flowchart
Accounts Directorate SOP
1
Physical In-Person Filing
Submit all 4 mandatory physical hardcopy documents at the Ground Floor Accounts Desk.
2
Clinical Cross-Audit
Department Head cross-checks doctor roster, nursing triage log, and diagnostic consumption.
