Cancellation and refunds
Version 1 · 31 October 2026 · patients' visits and tests, and hospitals' plans
What happens to your money when a visit, a test or a plan is cancelled, and how a refund reaches you.
1. Who collects the payment
Hospita is operated by the company that operates Hospita, address not yet published. Payments on Hospita are taken through Razorpay, which accepts cards from any country, UPI, net banking, wallets and PayPal. Your card, bank or wallet details go to Razorpay; neither Hospita nor the hospital sees or keeps them. A hospital that takes PayPal into its own account is paid that way in its chat.
2. Patients: moving a visit
You may move a visit to another free time with the same doctor, of the same kind (in person or video), free of charge, until its start time. The booking number stays the same.
3. Patients: cancelling a visit yourself
- You may cancel until the visit's start time, in the hospital's chat (My visits), in the Hospita app or by contacting the hospital.
- You get back the fee you paid, less the platform fee of 4% of the fee and the payment gateway's fee, which is what Razorpay charged on your payment. Both, and what you get back, are shown before you confirm.
- After the start time, please contact the hospital; a cancellation then is the hospital's to decide.
An example: on a fee of ₹800.00, the platform fee is ₹32.00 and the gateway fee, say, ₹18.88, so ₹749.12 comes back. The gateway fee differs with the way you paid.
4. Patients: when 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, unless you choose to move the visit instead. The same applies when a video visit cannot be held for a reason on the hospital's side.
5. Patients: tests at a lab
You may cancel a test booking until your sample is taken, and a payment made online comes back as in section 3. If the lab cancels, everything you paid comes back, as in section 4. A test paid at the lab is refunded at the lab.
6. How and when a refund reaches you
- The refund is started as soon as the visit or test is cancelled.
- It goes 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; most refunds arrive within 5 to 7 working days. Your bank may take its own time to show it.
- A fee paid in cash at the hospital's desk is handed back there.
- My visits in the hospital's chat and the Hospita app show where your refund stands, with Razorpay's reference for it.
7. Hospitals, clinics and diagnostic centres: plans
- A plan is paid for a period (a month or a year) and gives access to Hospita for that period. Fees are for the period paid and are not refunded, as the Terms for hospitals say.
- Cancelling a plan stops it renewing; access continues until the end of the period already paid.
- If Hospita ends the service without the hospital having broken the Terms for hospitals, the unused part of the period paid is refunded.
- A payment taken twice for the same thing, or taken in error, is refunded in full.
8. If a refund does not arrive
Patients: contact the hospital first, with your booking number; it answers for your visit. If the refund has still not arrived, or for a plan, write to Hospita with the booking number or the payment reference:
- Email: not yet published
You will be told where the refund stands, with Razorpay's reference for it.
9. Your rights under the law
Nothing here 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. The Patient terms and the Terms for hospitals say the same and remain the agreements; this page gathers what they say about cancelling and refunds.
10. Changes
This policy may be changed. A payment is governed by the version in force when it was made. The version and its date are at the top of this page.