Cancellation & Refund

• Patients must report to the designated counter at least 30 minutes before the scheduled appointment with the confirmation SMS or Email.
• Failure to report on time will be treated as a No Show.
• Appointment dates and time slots are provisional and may change depending on the duty schedule of the concerned doctor.
• Appointments booked through the online system cannot be cancelled by the patient.
• Change of doctor is not permitted for appointments booked online or in advance.
• For appointments booked more than 48 hours in advance, a one-time appointment date change is allowed if requested at least 24 hours before the appointment.
• Requests must be made through the hospital helpline during working hours (9:00 AM – 5:00 PM).
• Appointments booked within 24 hours of the appointment date cannot be modified.
• Patients must present the confirmation SMS or appointment printout during the visit.
• For online booking issues, patients may visit the hospital website or contact the Front Office.
• First-time visitors should use New Patient Registration. Existing patients should use Review Registration with their registered mobile number.
• Please review appointment details, doctor information and applicable terms before confirming.
• By proceeding with payment, the patient agrees to all terms and conditions, including future updates published by St. Thomas Hospital.
• St. Thomas Hospital reserves the right to modify this policy at any time without prior notice.

St. Thomas Hospital and the concerned doctor reserve the right to:

• Cancel any appointment.
• Reschedule appointments booked online.
• Modify appointment time or slot in emergency situations.
• Inform patients of rescheduled appointments through SMS or Email.
• Patients may choose to accept the revised appointment date and time.

• No cancellation option is available after successful payment.
• If St. Thomas Hospital cancels or reschedules the appointment, the hospital's liability is limited only to refunding the consultation fee collected.
• The hospital will not be responsible for any additional expenses, travel costs or damages incurred by the patient.
• In case of duplicate or excess payment, the payer must contact the Finance Department with valid proof of payment (Transaction Reference / Bank Statement).

The payment gateway will credit the refund amount back to the issuing bank. Depending on the bank's internal processing policy, it may take an additional 8–15 working days for the amount to reflect in the customer's account.