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Billing, Cancellation & Refund Policy

At PB Health, we are committed to providing transparent and seamless billing, appointment rescheduling, cancellation, and refund experience. This policy will be effective after PB Health Patient App's implementation date in the respective Hospital/Clinic facility.

Below are the key details of our policy.

1. Billing Policy

Invoices for appointments booked through PB Health Patient App or Web Platform are generated as per the below timelines:

  • PHC Packages: Invoice-cum-receipt are generated at the payment for the service. Services will be rendered after full payment of the service.
  • Doctor Consultations: For OPD consultations, Invoice-cum-receipts are generated at the payment for the service, whether paid in advance or at the time of consultation. Services will be rendered after full payment of the service. For IPD consultations, invoices will be generated at the time of discharge.
  • Radiology Services: For OPD radiology services, invoices are generated at the payment for the service. Services will be rendered after full payment of the service. For IPD radiology services, invoices will be generated at the time of discharge.
  • Lab Services at the Hospital: For OPD lab services, Invoices are generated at the payment for the service. Services will be rendered after full payment of the service. For IPD lab services, invoices will be generated at the time of discharge.
  • Lab Services at Home: Invoices are generated once the sample is collected and payment is made.
  • Pharmacy Orders: For OPD pharmacy, invoices are generated at the time of payment and dispensing of drugs. For IPD pharmacy, invoices are generated at the time of discharge.

2. Rescheduling, Cancellation, and Refund Policy

a) Refunds for Appointments with Invoice Not Created

You may reschedule or cancel your appointment at any time via the PB Health Patient App or by calling our Call Centre.

Refund Processing Time: 10-15 days

b) Refunds for Appointments with Invoice Created

Cancellation via Patient App/Call Centre: You may request cancellation through the Patient App or by calling our Call Centre. The cancellation request will be reviewed by our Admin team, and refund will be generated depending on whether the service has been provided or not.

Cancellation via Billing Desk: You may also visit the Billing Desk to request cancellation. Instant refunds will not be available at OPD counters. The cancellation request will be processed by our Admin team.

Refunds for Payments Made at Billing Desk:

  • Cash/UPI/Debit Card: For payments up to Rs. 10,000, cash refund can be processed the same day. Over Rs. 10,000, refunds will be processed via Cheque or NEFT.
  • Credit Card Payments: The original card transaction must be voided through the card machine for same day refund.
  • Refunds AFTER Date of Original Billing: For OPD Patients seeking refund of cash payments after the date of original billing, refunds will be processed via back-to-source.

3. Service-Specific Cancellations Post Invoice Generation

Online requests for cancellations will be accepted only for appointments and payments made via the Patient App or Web Platform. For offline bookings, visit the Billing Desk or call our Call Centre.

Cancellation requests will be accepted based on service status, including:

  • Consultations: Not allowed if a prescription is generated. Otherwise, confirmation needed from OPD Floor Managers.
  • Radiology: Allowed only if the test is not registered, and the technician confirms it's not performed.
  • Lab Tests at Hospital: Allowed if test not registered and not performed, confirmed by Sample Collection Manager.
  • Lab Tests at Home: Allowed if sample not collected.
  • Executive Health Checks: Allowed only if Lab Sample and Radiology Scans are not registered, confirmed by EHC executive.
  • Pharmacy Orders: Allowed before the order is billed.
  • Other Diagnostic Tests: Allowed if not registered and confirmed by Service Manager/Floor Manager.

4. Partial and Full Cancellations

  • Partial Cancellations: Only in person at the hospital billing desk. Not available online.
  • Lab Tests: Partial cancellations not allowed for multiple tests under a single appointment ID.
  • Other Services: Partial cancellations possible for services with unique appointment IDs.

5. Free Follow-Up Policy

The free follow-up consultations are subject to hospital billing policy. Contact help desk or call centre for details.

We hope that your experience with PB Health is smooth and transparent. For further assistance, please contact our Call Centre or visit the nearest billing desk.