Refund Policy

This policy sets out how Tigris Valley processes refunds of money received from patients, guests and payers. It is intended to ensure that refunds due are paid promptly and fairly, that services actually rendered are not refunded, and that every refund is properly documented.

This policy applies to all payments received for services at Tigris Valley across Ayurveda, Yoga & Naturopathy, Unani, Siddha, Homeopathy and integrated Allopathy — including outpatient consultation, inpatient care, residential wellness and Panchakarma packages, therapies, pharmacy, diagnostics, room and boarding charges, and ancillary services.

It covers all modes of payment: cash, debit/credit card, UPI, net banking, payment gateway, cheque, demand draft and bank transfer, including advances received through the website, booking portals, travel agents or corporate tie-ups.

• Pay for what was used — you pay only for services actually rendered; unutilised amounts are refundable, subject to the cancellation terms below.
• Same source, same channel — refunds are returned to the same payment method and account from which payment was received.
• Clinical decisions are not penalised — where treatment is curtailed on the hospital's clinical advice, refunds are calculated on package pro-rata terms with no cancellation charge.
• Disclosed before collected — cancellation and refund terms applicable to a package are disclosed in writing before an advance is accepted.
• Timeliness — refunds are processed within the timelines set out in Section 8 below.

4.1 Unadjusted advance and security deposit

On discharge, your final bill is settled against any advance or deposit held. Any unadjusted balance is refundable in full, with no deduction, and is released as part of the discharge process.

4.2 Excess, duplicate or erroneous receipts

Refundable in full, without deduction, where there has been a double debit, amount collected in excess of the final bill, payment credited to the wrong account, billing error, or an investigation or procedure billed but not performed.

4.3 Outpatient consultation and therapy

4.4 Pharmacy returns

Full refund or exchange is available for medicines dispensed in error, expired or defective products, or unopened sealed packs returned within 7 days with the original bill where a prescription has been revised or discontinued. Opened, part-used, or patient-specific compounded preparations are not refundable.

Package bookings carry an embedded discount against à la carte rates. The following cancellation terms apply specifically to packages and are disclosed in writing on your booking confirmation before any advance is accepted.

5.1 Cancellation before arrival

Refund of the package advance on cancellation intimated in writing before the scheduled date of admission:

The date of receipt of written intimation determines the applicable slab. Front office will acknowledge every cancellation request in writing on the day of receipt.

5.2 Relief for cancellation beyond your control

Where cancellation arises from documented illness or hospitalisation, bereavement in the immediate family, visa refusal for an international guest, or a government-declared travel disruption, a credit voucher for the full advance may be issued in lieu of retention, valid for twelve months from the original date of admission. This relief is discretionary and requires documentary evidence.

5.3 Discontinuation after admission

Where you leave before completing the booked package, the refund is computed as: total package amount received, minus days actually stayed at the applicable daily rate, minus medicines, consumables and investigations at published rates, minus third-party costs already committed on your behalf.

If you leave voluntarily or against medical advice, utilised days are charged at published non-package tariff and the package discount is forfeited. If treatment is curtailed on the advice of your treating physician, or you are referred out for emergency care, utilised days are charged at package pro-rata rates with no cancellation charge.

5.4 Death of a patient

Any unadjusted advance or deposit is refunded to the legal heir or nominee recorded in the admission file, on production of proof of identity and relationship. No cancellation charge, package retention or administrative deduction is applied. Refunds are released within seven working days.

The following are not refundable, except where the hospital is at fault or an ex-gratia decision is taken:

• Registration and medical record charges, once a record has been created
• Consultation fees where the consultation has been rendered
• Therapy sessions, procedures and investigations already availed
• Room and boarding charges for nights already occupied
• Medicines and consumables issued and removed from the premises
• Costs already paid to third parties and not recoverable by the hospital
• Statutory levies and taxes already remitted, except where a valid credit note can be raised
• Discounts, concessions and complimentary services, which carry no cash value
• The retained portion of a package advance determined by the cancellation slab

Refunds follow the same-source principle. The mode of refund is determined by the mode of the original receipt:

• Cash — cash up to ₹10,000 per case; bank transfer above that
• Debit/credit card — reversal to the same card (cash refund against a card receipt is not permitted)
• UPI / net banking — reversal to the same account
• Payment gateway / online booking — gateway reversal to the source instrument
• Corporate / insurer — to the same corporate, insurer or TPA

Where you prefer a credit voucher over a monetary refund, the option may be offered but is never imposed, and voucher terms are given in writing.

The processing clock starts on the date your completed refund request and supporting documents are received. If a refund cannot be completed within the stated timeline, you will be informed in writing of the reason and revised date before the original timeline expires.

Where a refund is declined in whole or in part, the reason will be given to you in writing with reference to the relevant clause of this policy.

If you are dissatisfied with a refund decision, you may escalate to the Finance Manager, and thereafter to the Managing Director, whose decision is final. Every escalation is logged and closed within 15 working days.

For refund enquiries, contact reservation@tigrisvalley.com or call +91 90726 61634.

This policy is reviewed annually and updated on any change in tariff structure, package design or applicable law. Exceptional circumstances may be considered on a case-by-case basis at the discretion of management; such decisions do not create a precedent for other cases.