Appointments, tests, cancellations and refunds

Version 3 · 28 October 2026 · tests at a lab, what Hospita checks and what it does not, your record shared with your permission

These terms apply when you book, move or cancel a visit with a hospital or clinic, or a test at a lab, through its Hospita chat, its website or the Hospita app. The hospital gives the consultation and the lab does the test. Hospita runs the booking service for them and collects the fee through a payment gateway.

1. Booking and paying

• The fee for the visit is shown before you pay. A visit is booked only once the payment gateway confirms your payment; you then receive a confirmation with a booking number.
• You pay through the payment gateway named at checkout (such as Razorpay). Your card, bank or wallet details go to the gateway; neither the hospital nor Hospita sees or keeps them.

2. Confirming your mobile number

• Before you pay for a booking, and before your visits, prescriptions or reports are shown to you, a 6-digit code is sent to your mobile number by WhatsApp or SMS to confirm the number is yours. A code works for 5 minutes and allows 5 tries.
• Once you enter the code, you stay signed in to that hospital's chat for the time the hospital has set, 30 minutes unless it has set another, counted from the code. Closing the chat or pressing Sign out ends it sooner. You see only your own visits with that hospital.

3. Your details, and the people you book for

• You give your name, date of birth and gender once. They are kept with your mobile number on Hospita, so that you can book with any hospital on Hospita without giving them again.
• You may also book for the people you look after, such as a child or a parent, on your number. Their details, too, are given once; each time you book, you choose who the visit is for.
• Each hospital keeps its own record of the visits you make there, with what its doctors write. A hospital sees only the visits made with it, never those with another hospital. In the Hospita app you see your visits with every hospital.

4. Moving a visit

You may move a visit, free of charge, to another free time with the same doctor and of the same kind (in person or video), until the visit's start time. The booking number stays the same.

5. Cancelling a visit yourself

• You may cancel a visit until its start time, in the chat, in the app or by contacting the hospital. After the start time, please contact the hospital.
• You get back the fee you paid, less:
  • the platform fee, 4% of the fee; and
  • the payment gateway fee, the amount the payment gateway charged on your payment.
  Both, and the amount you get back, are shown to you before you confirm the cancellation.
• The refund is sent when you cancel, back the way you paid: to the same card, UPI address, bank account, wallet or PayPal account, never to another one. It reaches you within 15 days; your bank may take its own time to show it. A fee paid at the hospital's desk is handed back there.

6. If the hospital cancels

If the hospital or the doctor cancels your visit, or cannot see you at the time booked, you get back everything you paid, with nothing taken off, back the way you paid, within 15 days, unless you choose to move the visit instead.

7. Video visits

• A doctor who sees patients by video shows a video fee beside the visit fee. You join from My visits in the hospital's chat, or from the link in your confirmation email, from 15 minutes before the time booked. You need a phone or a computer with a camera, a microphone and an internet connection.
• The call goes directly between you and the hospital. Nothing of the call is recorded. Hospita keeps only when each side joined and left.
• The doctor may write your prescription during the call. You see it as it is written, and once the doctor finishes the visit it stays in My visits and in the Hospita app, with its PDF. If the call drops, you can join again while the visit is open; the prescription reaches you either way.
• The doctor may decide that you need to be examined in person and ask you to come to the hospital.
• If the doctor does not join, or the call cannot be held for a reason on the hospital's side, section 6 applies.
• A video visit is not for emergencies. In an emergency, call your local emergency number.

8. Tests at a lab

• A test your doctor asks for, or one you choose yourself, can be booked at any lab on Hospita that does it: the hospital's own lab or a diagnostic centre. You choose the lab. Hospita does not choose for you, and no lab pays to be shown first.
• The price, the time for results and home collection are the lab's own. You pay online through the payment gateway where the lab takes online payment, or at the lab.
• You may cancel a booking until your sample is taken. A payment made online comes back as in section 5; if the lab cancels, everything you paid comes back, as in section 6.
• A result reaches you once the lab sends it. A lab may first wait for the doctor who asked for the test to see it.

9. What Hospita checks, and what it does not

• Hospita verifies; it does not authorise. A lab shown as "Hospita Verified" has given Hospita the registrations and licences that the rules of its country ask of a lab doing its tests, and Hospita has checked those papers and found them in date. The mark is removed when a paper runs out. It is a check of documents at the time they were given. Hospita does not license, authorise, accredit or certify any lab, hospital or doctor, and the mark is neither a recommendation nor a guarantee of any test.
• Check before you go. Before you give a sample or go for a test, please satisfy yourself that the lab holds the registrations and approvals the government authorities require where it works, for example by asking the lab to show them or by checking the authority's public register. A hospital's own lab may be offered to its patients before Hospita has verified it.
• The lab answers for its tests. The lab that takes your sample is responsible for the sample, the test, the result and the report it signs. Hospita shows and sends you what the lab enters, and is not responsible for a result or report that is wrong, late or incomplete.
• Your doctor answers for your care. The hospital and its doctors are responsible for consultations, diagnoses, prescriptions, medicines, treatments and procedures. Hospita does not give medical advice. Where Hospita's AI offers suggestions, they are for the doctor only, and the doctor decides.
• Ask your doctor what a result means. A value marked low, high or critical is read against usual adult ranges; only your doctor can say what it means for you. In an emergency, call your local emergency number.
• What Hospita answers for. Hospita answers for running the booking, the payments it collects, the refunds in these terms and keeping your records safe. Nothing in these terms limits a liability that the law of your country does not allow to be limited.

10. Your record, shared with your permission

In the Hospita app you may let one doctor, or the doctors of one hospital, see your record at every hospital, all of it or your test results only, for the time you choose. You may stop it at any time, and you see each time they look. The doctor who asked for a test sees its result without your permission being needed, and nothing more.

11. If a refund does not arrive

My visits in the chat says where your refund stands. If it has not arrived, contact the hospital with your booking number, or Hospita's support through the chat or the app. You will be told where the refund stands, with the payment gateway's reference for it.

12. Your rights under the law

Nothing in these terms takes away a right you have under the consumer protection law of the country where you live; where that law gives you more, it applies. These terms are governed by the law of the country where the hospital you booked is, without depriving you of the protection of the mandatory law of the country where you live.

13. Changes to these terms

These terms may be changed. A booking is governed by the version in force when you made it. The version and its date are at the top of this page.